OGC (former owner of Best Management Practice) and its functions have Service strategy inputs and outputs Figure The ITIL service lifecycle. 3. ITIL and good practice in Service Management. The Service Strategy volume provides guidance on how to design, develop and implement Service. ITIL V3 – Service Strategy. - Página: 1 de ITIL Version 3 The findings of the OGC Public Consultation for the ITIL Refresh Project have been applied as.
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TM. TIL. OGC. Office of Government Commerce. Service Design. London: TSO. Wy. . illustration of ITIL Service Management Practice concepts and guidance. They have been Design constraints driven by strategy. External influences on. ogc itil v3 service strategy pdf free download. Illustration of ITIL Service Management Practice meteolille.info OGC logo is a oecd science technology and industry. 01 - ITIL V3 Service Strategy meteolille.info - Ebook download as PDF File .pdf), Text OGC (former owner of Best Management Practice) and its functions have.
This focus allows IT organizations to improve overall performance and service delivery.
It was developed in the United Kingdom and is considered to be a framework of ITSM good practices that cover the main activities of IT services organizations. ITIL was not widely adopted until the mids. Because of the broad scope covered by ITIL, it is a useful guide for setting up new service improvement objectives for all functions within the IT organization.
This new version covers the initial conception, development, transition, operations, and improvement of a service. It is used as a reference by organizations worldwide for managing and improving IT services. The capabilities take the form of functions and processes that are used to manage services over their lifecycle. The structure of the core is in the form of an iterative lifecycle, as seen in Figure 1. Each publication represents a phase of the lifecycle and is noted in the following list: It is the axis around which the lifecycle rotates.
The Service Strategy phase helps ensure that the organization is prepared to manage the costs and risks associated with initiating any new services.
Within this phase, organizations perform the following: It results in a plan designed to achieve the business objectives. Activities within this process include: Financial Management seeks to ensure that the business understands the costs of providing a service and knows how to manage these costs. This process implements IT accounting, budgeting, and charging processes for services, by allocating IT expenditures to services and by recovering the costs from customers to whom the services are provided.
This process allows service providers to consider services in terms of the business value that is provided. Service Portfolio Management is a dynamic method for governing investments in service management across the enterprise and managing them for value. In addition, patterns of business activity are analyzed to determine how they may influence demand.
Once demand for a service is identified, the capacity needs must be understood in order to avoid: The processes that govern the management and delivery of services are also developed in this lifecycle phase. This phase starts with a set of new or changed business requirements and ends with the development of a service solution designed to meet the needs of the business.
This process ensures that all designed services are available in order to meet the business requirements. This process allows optimal and cost- effective IT services to be provided. Capacity Management optimizes the use of IT capacity.
This process takes proactive measures, rather than just reactive measures, so that the risk of disaster is minimized. When a disaster occurs, this process ensures that there is a continuance of service and that the service provider is able to meet minimum service levels. As part of this process, the business requirements and Service Level Agreements SLAs are reviewed and incorporated into all 3rd party contracts. This process establishes security measures that meet business needs.
It includes the following documents: It also provides the following benefits: Activities performed within this phase include: This process also ensures that all changes to service management processes, service assets, and configuration items are recorded in the Configuration Management System. All changes are done in accordance with established service policies and procedures that minimize risk to the business.
During this process a service provider assesses and evaluates the risks associated with a change and develops a contingency plan to follow if implementing the change yields an unexpected result. During Asset Management, the service provider tracks and reports the value and ownership of financial assets throughout their service life.
CIs are the organizational elements that are used in the provision and management of IT services. This includes the building, testing, and delivery of the service in an effort to provide the customer with expected results.
During this process, the new or changed services are moved into Service Operations. The SKMS stores the information and knowledge and allows it to be shared among the IT organization, its partners, and customers.
During Service Operation, the day-to-day operation of the processes that manage the services takes place. It is also where performance metrics for the services are gathered and reported. A function may be broken up and performed by several groups, or it may be embodied within a single team. These four functions use the Service Operation processes described later in this section.
Following is an overview of these functions: Included within IT Operations Management are two unique functions that, in general, are formal organizational structures: Technical Management also plays an important role in the design, testing, release, and improvement of IT services and is responsible for the daily operation of the IT infrastructure.
The Service Desk provides a single point of communication between service users and the IT organization. The Application Management function supports and maintains operational applications.
It is responsible for designing, testing, and improving the applications that form part of the IT Service Portfolio. During this process, trigger events occur and are then detected and filtered. If the trigger events are determined to be significant, they generate an incident, problem, or change request work events. If the trigger event is determined to be just an alert, it is assigned to responsible personnel, reviewed, and then closed.
The goal of this process is to minimize any negative business impact that may result from an incident. Incident Management is also responsible for ensuring that service quality and availability are maintained according to Service Level Agreements SLAs. These goals can sometimes be in direct conflict with Incident Management where the primary goal is to restore service as quickly as possible rather than search for a permanent solution.
It is important to distinguish between incidents and service requests. Incidents are unplanned and require Change Management approval prior to resolution. A service request, on the other hand, is a request that has a standard procedure for response and is pre-approved by Change Management. The policies created during Service Design are carried out during Access Management. Each of the four functions within the Service Operations phase has a unique role with regard to the Access Management process.
This process employs a lifecycle to govern all activities related to the management of applications. The stages within this lifecycle are: For example: From a customer viewpoint, Service Operation is where actual value is seen. The Service Operation phase provides the environment for: CSI identifies and implements improvements to IT services that support business processes. In effect, CSI is about looking for ways to improve process efficiency and cost effectiveness throughout the entire service lifecycle.
Gather the necessary data 4. Process the data into a format that can be understood by the target audience 5. Analyze the data for trends 6. Present the information to the appropriate audience 7. It also enables IT to measure and report on service performance. This process can be initiated by a service review and is responsible for creating a service improvement plan.
It is important to understand the phase interactions as well as the outcomes and how they influence each other. The following graphic provides additional detail that illustrates the interactions between the ITIL V3 service lifecycle phases. The following section will illustrate how the V3 Service Lifecycle can apply specifically to the application support function.
Any IT organization can use this implementation approach for application support with equivalent resources. In order to be effective, the resources should have the appropriate skill set and focus for each implementation phase.
These departments are often charged with providing IT services to the business and its customers. Within these departments, teams can be devoted to the support of business software applications, business users and customers. Although application support teams are made up of technical IT people, they must maintain a strong service management orientation and an awareness of service level expectations.
Their performance and activities are usually governed by service level goals that are consistent with the Service Level Agreements that the IT organization has established with its customers. Processes and documents that are used by an application support team can be found in all of the ITIL lifecycle phases, from Service Strategy to Continual Service Improvement.
Computer Aid CAI has successfully used a service lifecycle approach to outsourced application support for over 18 years. In the Service Strategy phase, the Service Package is produced and is used to define the services and environment that will be managed by the application support team.
The consultant learns: The profiles of the supported applications are documented. All services within the agreed scope are documented as well as the associated service levels and third-party contracts. Requirements for capacity, availability, continuity, and security are also identified and documented. The consultants also define how the application support team will monitor and report on their performance against agreed service levels.
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