Introductory Overview for ITIL V3 itSMF

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Kitabın Adı: Introductory Overview for ITIL V3 (ITIL 2011 yılında standartlarında güncellemeler yaptı.)

Özet Notları:

The primary objective of Service Management is to ensure that the IT services
are aligned to the business needs and actively support them.

If IT processes and IT services are implemented, managed and supported in the appropriate way,the business will be more successful, suffer less disruption and loss of productive hours, reduce costs, increase revenue, improve public relations and achieve its business objectives.

what services are, and how service management can help service providers to deliver and manage these services are the key questions to start.

Service Management is a set of specialized organizational capabilities for providing value to customers in the form of services.

ITIL is a public framework that describes Best Practice in IT service management.It provides a framework for the governance of IT, the ‘service
wrap’, and focuses on the continual measurement and improvement of the quality of IT service delivered, from both a business and a customer perspective.

Service Strategy

Service Design

Service Design is a stage within the overall service lifecycle and an important
element within the business change process.

The main goals and objectives of Service Design are to:
• design services to meet agreed business outcomes
• design processes to support the service lifecycle
• identify and manage risks
• design secure and resilient IT infrastructures, environments, applications and data/information resources and capability
• design measurement methods and metrics
• produce and maintain plans, processes, policies, standards, architectures, frameworks and documents to support the design of quality IT solutions
• develop skills and capability within IT
• contribute to the overall improvement in IT service quality.

Four P's of Design;

• people: the people, skills and competencies involved in the provision of IT services
• products: the technology and management systems used in the delivery of IT services
• processes: the processes, roles and activities involved in the provision of IT services
• partners: the vendors, manufacturers and suppliers used to assist and support IT service provision.