IT Service Management

IT Service Management

1. 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

2. An IT service is made up of people, processes & technology

3. 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?
     • 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

4. Service mgmnt transforms capabilities and resources into valuable services

5. IT Service Mgmnt delivers IT services to meet business needs with a mixed approach of people, process and IT

6. ITSM is comprised of functions and processes to manage services

7. ITSM focuses on strategy, design, transition, operation and continual improvement

8. Service Mgmnt Stakeholders

   • Customers
     • Internal customers
     • External customers
   • Users
   • Suppliers

9. 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

10. 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

11. 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