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14 Cards in this Set
- Front
- Back
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IT Infrastructure Library (ITIL)
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A set of guidelines and best practices outlining how IT Service Management (ITSM) can be implemented. There are five books, each covering a different aspect of ITSM.
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The benefits of applying ITIL guidelines in your organization
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- establishing clear links between IT services and business strategies
- improving quality and speed of IT services - improving customer relations |
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Service (definition)
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A method of providing value to customers by helping them achieve their objectives. Customer does not assume any risk.
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Customers composition of value
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- utility or fitness for purpose
- warranty or fitness for use |
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The utility effect of a service
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results in increased performance for customer assets and a greater probability of achieving the customer's goals.
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The warranty effect of a service
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results in a decrease in possible losses for the customer from variation in performance.
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5 Resource capabilities
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strategy, design, transition, operation, and continual improvement
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Challenges of Service Management
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1. the subjective nature of the output
2. the demand is tied to customer's assets. 3. the high level of contact with consumers 4 the changing nature of demand |
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5 key phases of the Service Lifecycle
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1. Service Strategy
2. Service Design 3. Service Transition 4. Service Operation 5. Continual Service Improvement |
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Service Strategy
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decide on the underlying principles used for developing the policies, objectives, guidelines, and processes that are required throughout the progression of the lifecycle
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Service Design
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the phase in which the service that is required is designed and developed.
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Service Transition
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creates the framework that will ensure that the designed service is effectively and efficiently implemented in the live environment.
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Service Operation
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phase in which all the required activities and processes for the effective running of the service are properly carried out, so that the framework developed in the service transition phase is effectively implemented.
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Continual Service Improvement
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overarching phase for maintaining the quality of services.
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