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ITIL topics on 'service'



ITIL - Alignment
Each of the ITIL stages has its own processes and users who manage and control those processes. In ITIL we refer to these as Roles. Below we have included some of the more common roles found in Service Management.


ITIL - Assets
When we talk about assets in ITIL we mean elements which are either resources or capabilities. These assets directly contribute to the delivery of the service and in the case of a profitable organisation, help drive profit.


ITIL - Benefits
The ITIL public framework describes many best practices in IT service management. The framework focuses on the continual measurement and improvement of the quality of IT service delivered


ITIL - Best Service Desk Software
The list below describes some of the most popular help desk software for your business. They cover all of the core help desk features such as incident management, ticketing, reporting and tracking.


ITIL - Continual Service Approach
The Continual Service Improvement (CSI) volume of ITIL look directly at service quality from the business perspective. CSI defines the areas, items and processes which should be controlled and measured


ITIL - Measures
In ITIL we measure many different aspects of our service to ascertain how it’s functioning and if it’s delivering business value. Utility is a great example of a service measurement. We use utility in ITIL to measure the relative satisfaction..


ITIL - Partnering with the business
By partnering, the Business and IT become one. The business and the customer are continually involved in the lifecycle of the service rather than just the front end. In the past it used to be the case but by using ITIL we open ourselves up more..


ITIL - Resources and Capabilities
When we talk about resources and capabilities and think about the organisation and the processes, we really think about the actual people and knowledge. We also look at what people do to deliver these services and what they need to deliver..


ITIL - Roles
Each of the ITIL stages has its own processes and users who manage and control those processes. In ITIL we refer to these as Roles. Below we have included some of the more common roles found in Service Management.


ITIL - Service Experience
We need to use the service experience to evolve for the better. The service manager would be somebody responsible for one or more services. They would be the human connections to the business and takes care of the internal complexes of IT that..


ITIL - Service Lifecycle
The Service Lifecycle comprises of 5 core stages; Service Strategy - Service Design - Service Transition - Service Operation - Continual Service Improvement


ITIL - Stages and Processes
This section shows the different ITIL lifecycle stages and the associated Service Management processes that are part of each stage. We’ve also indicated the elements which are passed between different service stages.


ITIL - Value
The most successful service providers all have something in common, which is not by co-incidence. They all understand how they provide value to their customers. Using strategy is the key stone.


ITIL - Warranty
The service needs to be fit for use, it needs to provide a consistent level of service, in terms of service hours, in terms of capacity and also availability. We need to set aside some design time to develop internal processes, such as change..


ITIL - What is a Service
ITIL defines a service as “a means of delivering value to customers by facilitating outcomes customers want to achieve without the ownership of specific costs and risks


ITIL - What is ITIL
ITIL stands for The Information Technology Infrastructure Library. The framework outlines important IT practices via comprehensive checklists, tasks and procedures that everyday IT companies can shape to suit their requirements..


Service Design - Architecture and Standards Documents (Design Deliverable)
A business architecture is an organizing framework of a business, and the documents and diagrams that describe that structure or the people who help build such a structure, respectively.


Service Design - Availability Management
Availability Management is a caring process, and you can think about this as somebody who really cares about failure and how the business should address failure itself. This process also looks into designing for failure, reliability..


Service Design - Capacity Management
The official definition of Capacity Management by ITIL is “to ensure that cost-justifiable IT capacity in all areas of IT always exists and is matched to the current and future agreed needs of the business, in a timely manner”


Service Design - Delivery Models
The workplace is a wash with different delivery sourcing strategies today. These have really exploded during the last 5 years or so. These are well covered in ITIL v3. Techniques such as out sourcing, in sourcing, shared services models, cloud..


Service Design - Design Challenges
Organisations sometimes place an overemphasis on technology. Instead it’s better to focus on how to get the business and IT thinking together. By separating away from the technology focus, it prevents the business from focusing too closely..


Service Design - Design Risks
ISO 31000 defines risk as the effect of uncertainty on objectives, which can be either positive or negative. We use risk management to identify, assess, and prioritize the risks and follow those up with a corresponding and efficient application..


Service Design - Information Security Management
We use information security processes as a means of protecting information and information systems from unauthorized access, use, disclosure, disruption, modification and destruction.


Service Design - ITSCM
The high availability of IT services is critical to the survival of most modern businesses. IT Service Continuity Management or ITSCM as it is formally known, is the process of ensuring that IT facilities (such as computers, servers, network..


Service Design - Operational Level Agreement (OLA)
The Operational Level Agreement is an agreement between an IT service provider and another part of the same organization. This could be the development team, the support team or helpdesk. An OLA defines and supports the IT service provider's..


Service Design - Plans
We use plans as procedures to achieve a particular objective. Put simply, it’s a set of intended actions through which we expect to achieve a goal or outcome. When we define plans we include their breadth, time frame and specificity. In some cases..


Service Design - Service Catalogue
The Service Catalog, is one of the key deliverables from the Service Design phase. It’s a list of services that an organization provides, often to its employees or customers. For each service within the catalog, we typically include description..


Service Design - Service Design Package
ITIL defines the SDP as a document which “defines all aspects of an IT service and its requirements through each stage of its lifecycle. An SDP is produced for each new IT service, major change, or IT service retirement”. Service Design Packages..


Service Design - Service Level Agreement (SLA)
During service level management, we negotiate Service Level Agreements with the customers (consumers) and design services in conformity with the agreed service level targets.


Service Design - Service Level Management
Service level management is the efforts to define and negotiate SLAs (Service Level Agreements) and then monitor and produce reports on delivery against the agreed level of service.






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