• Introduction to ITIL
• What is Service Management?
• What is ITIL?
• Service Strategy
• Service Design
• Service Transition
• Service Operation
• Continual Service Improvement
• Process Cross Reference
• Related Standards and Other Sources
• Further Guidance and Contact Points
• Best Practice within
Adopting good practice can help a service provider to create an effective service management system. Good practice is simply doing things that have been shown to work and to be effective. Good practice can come from many different sources, including public frameworks (such as ITIL, COBIT and CMMI), standards (such as ISO/IEC 20000 and ISO 9000), and proprietary knowledge of people and organizations.
To understand what service management is, we need to understand what
services are, and how service management can help service providers to deliver
and manage these services.
A service is a means of delivering value to customers by
facilitating outcomes customers want to achieve without the
ownership of specific costs and risks.
A simple example of a customer outcome that could be facilitated by an IT
service might be: “Sales people spending more time interacting with
customers” facilitated by “a remote access service that enables reliable access
to corporate sales systems from sales people’s laptops”.
It has become increasingly recognized that information is the most important
strategic resource that any organization has to manage. Key to the collection,
analysis, production and distribution of information within an organization is
the quality of the IT Services provided to the business. It is essential that we
recognize that IT Services are crucial, strategic, organizational assets and
therefore organizations must invest appropriate levels of resource into the
support, delivery and management of these critical IT Services and the IT
systems that underpin them. However, these aspects of IT are often overlooked
or only superficially addressed within many organizations.
The primary objective of Service Management is to ensure that the IT services are aligned to the business needs and actively support them. It is imperative that the IT services underpin the business processes, but it is also increasingly important that IT acts as an agent for change to facilitate business transformation.
All organizations that use IT depend on IT to be successful. If IT processes and IT services are implemented, managed and supported in the appropriate way, the business will be more successful, suffer less disruption and loss of productive hours, reduce costs, increase revenue, improve public relations and achieve its business objectives.
The outcomes that customers want to achieve are the reason why they purchase or use the service. The value of the service to the customer is directly dependent on how well it facilitates these outcomes. Service management is what enables a service provider to understand the services they are providing, to ensure that the services really do facilitate the outcomes their customers want to achieve, to understand the value of the services to their customers, and to understand and manage all of the costs and risks associated with those services. Service Management is a set of specialized organizational capabilities for providing value to customers in the form of services.
These “specialized organizational capabilities” are described in this pocket guide. They include all of the processes, methods, functions, roles and activities that a Service Provider uses to enable them to deliver services to their customers.
Service management is concerned with more than just delivering services. Each service, process or infrastructure component has a lifecycle, and service management considers the entire lifecycle from strategy through design and transition to operation and continual improvement. 2 What is IT Service Management? The inputs to service management are the resources and capabilities that represent the assets of the service provider. The outputs are the services that provide value to the customers. Effective service management is itself a strategic asset of the service provider, providing them with the ability to carry out their core business of providing services that deliver value to customers by facilitating the outcomes customers want to achieve.
• IT and business strategic planning
• Integrating and aligning IT and business goals
• Implementing continual improvement
• Measuring IT organization effectiveness and efficiency
• Optimizing costs and the Total Cost of Ownership (TCO)
• Achieving and demonstrating Return on Investment (ROI)
• Demonstrating the business value of IT
• Developing business and IT partnerships and relationships
• Improving project delivery success
• Outsourcing, insourcing and smart sourcing
• Using IT to gain competitive advantage
• Delivering the required, business justified IT services (i.e. what is required, • when required and at an agreed cost)
• Managing constant business and IT change
• Demonstrating appropriate IT governance
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