ITIL (Information Technology Infrastructure Library)
ITSM is business aligned and maintains a holistic Service Lifecycle approach.
ITSM is a set of specialised organisational capabilities for providing value to customers in the form of services.
The four perspectives /attributes of ITSM are:
- Partners/Suppliers
- People
- Products/Technology
- Process
IT Service Management is the effective and efficient, process driven management of quality IT Services
There are three types of Internal Service Providers
- Internal Service Provider
IT organisation embedded within a business unit
IT Services provide a source of competitive advantage in the market place
- Shared Service Unit
IT organisation provides services to multiple business units
IT Services enable effective and efficient business processes
- External Service Provider
Provides IT services to one or more external customers (eg. Outsourcing)
CAPABILITIES
The functions and processes utilised to manage services, they are intangible assets of an organisation and cannot be purchased, but must be developed and matured over time.
RESOURCES
Are tangible assets
PROCESSES
Are strategic assets when they create competitive advantages and market differentiation.
Characteristics:
- They are Measurable
- Deliver Specific Results
- Deliver Outcomes to customers or stakeholders
- They respond to Specific Events (triggers)
FUNCTIONS
Functions provide units of organisations responsible for specific outcomes.
