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IT Service Management
- A service delivers value to customers by facilitating desired outcomes
without the customers owning certain costs & risks
- Core services -> delivers basic outcomes
- Enabling services -> needed to deliver core services
- Enhancing services -> enticing additives that are not essential
- Core services -> delivers basic outcomes
- An IT service is made up of people, processes & technology
- Value
- Services create value
- Value is the level to which a service meets the customer's expectations
- Value is defined by customers
- Value of a service is based on utility and warranty
- Utility
- the functionality offered by a product/service
- derived from how well a service enhances customer's performance or if the
service removes or reduces constraints on the customer's performance
- is about what the service does; is it fit for purpose?
- the functionality offered by a product/service
- Warranty
- is about how the service is delivered; is it fit for use?
- assurance that the product / service meets the requirements
- derives from service's availability, capacity, continuity and security
- is about how the service is delivered; is it fit for use?
- Utility
- Services create value
- Service mgmnt transforms capabilities and resources into valuable services
- IT Service Mgmnt delivers IT services to meet business needs with a mixed approach of people, process and IT
- ITSM is comprised of functions and processes to manage services
- ITSM focuses on strategy, design, transition, operation and continual improvement
- Service Mgmnt Stakeholders
- Customers
- Internal customers
- External customers
- Internal customers
- Users
- Suppliers
- Customers
- Processes
- structured set of activities designed to achieve a specific objective
- Process Model -> causes higher efficiency by defining activities, inputs and outputs
- Involves measurement and management of activities
- Must have a process owner
- Triggered by events
- Involves measurement and management of activities
- structured set of activities designed to achieve a specific objective
- Functions
- team or group and resources or tools used to carry out one or more processes
- may be a single org unit or several departments, teams and groups
- team or group and resources or tools used to carry out one or more processes
- Roles
- set of responsibilities, activities and authorities granted to a person or team
- defined in a process or function
- Service Owner
- Process Owner
- Process Manager
- Process Manager
- set of responsibilities, activities and authorities granted to a person or team
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