IT Service Management Objectives
ITIL is a Best Practice Framework used …..
1.To align IT services with the current and future needs
of the business and its Customers
2.To develop the quality of the IT services delivered
3.To reduce the long term cost of service provision
Why Service Management
1.Increasing IT visibility and Reliance
2.Increasing demand from Business to deliver effective
IT solutions/services (Cost Effective)
3.Increasing complexity of IT infrastructure and processes
4.Increasing competition
5.Increasing pressure to realise return on investment
Considerations
1.Do not be over ambitious
2.Consider what elements already exist, are in use and effective
3.Identify what can be re-used or needs to be developed
4.Adapt the guidelines to meet your requirements
Process Improvement Model
Process Improvement Stages
1.Process improvement definition
2.Communication
3.Planning
4.Implementation
5.Review and Audit
ITIL Service Management
Service Support
Day to day operational support of IT services
Service Delivery
Long term planning and improvement of IT service provision
Key Definitions
Customer: recipient of a service: usually the Customer management
has responsibility for the funding of the service.
Provider: the unit responsible for the provision of IT service.
Supplier: a third party responsible for supplying or supporting
underpinning elements of the IT service.
User: the person using the service on a daily basis.
IT Service Management Overview
