ITIL Service Component
ITIL Processes
•Event management
•Incident Management
•Request Fulfilment
•Problem Management
•Access management
•Operational Activities
•Change Management
•Configuration Management
•Release & Deployment Management
•Capacity Management
•Knowledge Management
•Financial Management for IT Services
•IT Service Continuity Management
Service Management is concerned with delivering and supporting IT services that are appropriate to the business requirements of the organisation. ITIL V3 is the official version, but all the important processes of V2, specifically Service Support and Service Delivery, are still incorporated. ITIL provides a comprehensive, consistent and coherent set of best practices for IT Service Management processes, promoting a quality approach to achieving business effectiveness and efficiency in the use of information systems. The figure below gives a high level view of all ITIL processes as incorporated in V3.
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Continual Service Improvement |
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Service Operation
Service Strategy
Service Design
Service Transition
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•Financial Management •Demand Management •Service Portfolio Management •Strategy Generation •Supplier Management |
•7 Step Improvement
•Service Reporting
•Service Measurement
•Service Level Management
•Service Catalogue Management
•Service Level Management
•Availability Management
•Capacity Management
•Service Continuity Management
•Information Security Management
•Transition Planning
& Support
•Change
Management
•Service Asset & Configuration Management
•Release & Deployment management
•Service Validation & Testing
•Evaluation
•Knowledge Management
Traditionally many IT organisations were internally focused and concentrated on technical issues. Today, businesses have high expectations towards the quality of services and these expectations evolve with time. This means that if IT organisations want to live up to these expectations they need to concentrate on service quality and a more customer oriented approach. Cost issues are becoming priority agenda items, forcing customers to adopt a more businesslike attitude to provision of services. To achieve this, the total cost of providing a service must be controllable and manageable.The following are only some of the benefits by implementing IT Service Management best practice:.
• To reduce the complexity and cost of distributed IT to aggregate the many components and management issues into a unified view
• To ensure the correct communication between staff, clients, etc.
• Improved customer satisfaction
• Reduced staff turnover
• Improved support of the demand cycle of the customer facing IT functions
• Improved customer’s perception of IT services
“Service Management defines, manages and improves the services business procures and/or renders by aligning people, process and technology on operational, tactical and strategic levels”