ITSM – IT Service Management – Set of specialized organizational capabilities and resources

Capabilities – Allow organizations to transform these resources into consumer goods & services

Resource - A generic term that includes IT Infrastructure, people, money or anything else that might help to deliver an IT Service

Service Asset – Any capability or resource of a Service Provider. It includes anything that contributes to the delivery of a service

Capabilities – Management, Organization, Processes, Knowledge, People

Resources – Financial Capital, Infrastructure, Applications, Information, People

Service Provider Types – 1. Internal 2. Shared 3. External

Function – Departments, groups, & teams of people and the tools they use

Processes – A coordinated set of activities designed to accomplish a specific objective

Roles – All staff involved in process & service delivery

Types of Roles – 1. Process Owner – Define & Develop process strategy & policy

2. Service Owner – Acts as primary customer contact, ensures ongoing service & identifies improvement

3. Process Manager - Works with Process Owner to plan & coordinate process activities

4. Process Practitioner - Carries out one or more activities of a process

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ITIL Notiz am ITIL Notes, erstellt von ween101 am 22/04/2014.