- /ITIL/ITIL Glossary.pdf
- /ITIL/QUINT/Practice A
- /ITIL/QUINT/Practice B
- ITIL LIFE CYCLE
- Prioritize Information, it's valuable
- Aid businesses, increase efficiency and effectiveness
- Enable new types of business
- Speed of business increases
- Globalization and lower transaction costs
IT as an:
- Organization
- Component
- Service
- Asset
Services are a means of delivering value to customers by facilitating the outcomes customers want to achieve without the ownership of specific costs and risks.
Customers want the service, they do not want to do it themselves
Service is Outcome driven.
The result (intended & actual) of an activity, process, or IT service.
What does good look like? - Intended
What are we 'actually' delivering? - Actual
- Outcome-based service definition helps with business to IT integration
- Promotes an internal dialogue on the meaning of services
- Customers want outcomes, but don't wish to have acountability or ownership of all the associated costs and risks
- Internal vs External Service Provider
External also provides services, but those are usually services that can't be covered by the internal services.
We may not have the skillset to do a service, so, we have an external service provider do the work
IT is an enabler for business processes. Within the realm of IT, customers buy IT services.
Someone who buys goods or services
An organization supplying services to one or more internal or external customers
Service Providers are not IT specific, can also be HR, Finance etc.
Types of Service Providers:
Service Provider established close to the business. Part of the same organization as the business
Not part of the business, but provide business specific services like HR, Finance or IT
Example: Fast HRIS
Part of a different organization. Serve many organizations and customers, outsourced company
- Customers need IT to continously support business needs, even when they change
- IT should be aware of changes in business
- Internal providers face outsourcing and must run their IT as a business
Provide competitive advantage
Information Technology Information Libary
- Common Framework
- Vendor Neutral
- Non Prescriptive/Intentionally vague - Applies to any business
- Best Practice
| Business Requirements | Dynamic Environment | Sourcing Strategy |
| Practice fit for organization | ||
| IT Service Provider |
Internal or External provider that provides IT related services
Within the service provider organization there are many different stakeholders including the functions, groups and teams that deliver the services
- Intangible measure - How do we measure our productivity
- Demand is covered with assets of customer
- High level of contact - open channel
- Perishable nature of service output
- Improved quality service provision
- Cost-justifiable service quality
- Meet business, customer and user demands
- Integrated centralized processes
- Everyone knows their roles & responsibilities in service provision
Not only are we going to get better IT services. Our Services are going to get better as we continue to work on them.
Internal: Are customers who work in the same organization as the provider
External: Customers who are not employued by the org, or organization that are a seperate legal entity that purchase a service from the provider
- Not all customers are the same, no matter how consistent they're treated
- Difference between customers who work in the same organization and customers who work for another org
Essential part of measuring Return Of Investment (ROI)
Processes are strategic assets when they create competitivie advantage or market differentiation
Every Process needs to:
- Be measureable
- Delivery specific result
- Delivers to customer or stakeholder
- Respond to a specific event - track back to a trigger
Responsible Accountable Consulted and Informed
There to define roles and responsibilities.
Try to align with business strategy
Definitions:
A structured set of activities, defined to accomplish a specific objective. Process takes one or more inputs and turns them into defined outputs. Proccess = Input → defined output
group of people and automated measures that accomplish a common goal
- Customers Those who buy goods or services
- Users Those who use the service on a day-to-day basis
- Suppliers Third parties responsible for supplying goods or services that are required to deliver IT services.