ITIL Service Management (ITSM) in a Nutshell:
ITIL Service Management (ITSM) in a Nutshell:
• The business can be described as a federation of IT services
• The sum of the functionality provided by these services effectively defines the business and its business plan.
• IT services are realized by orchestrating people, processes, and products (tools, etc..).
• The IT charter is to deliver and support these services as efficiently, effectively and economically as possible, so that the business can continue to operate with as much Strategic Advantage[1] as possible.
• The ITSM framework documents a best practice approach for delivering and supporting IT services in an optimized fashion.
• If a business feels that there is a value proposition in what ITSM has to say, then it will tend to tune existing service management processes to realize the greater value. This should not be a process replacement operation.
• Service Delivery has five (5) Service Management processes associated with it:
o Service Level Agreement Management (SLA, OLA)
o Financial Management
o Continuity Management
o Availability Management
o Capacity Management
• Service Support has five (5) Service Management processes associated with it:
o Incident Management
o Problem Management
o Change Management
o Release Management
o Configuration Management
• The Service Desk is the single functional Service Management area within the ITSM framework, and represents the front office interface between customers, users, and the business.
• Representing IT Services within a DCML document with this kind of ITSM relationship Meta-Data would be highly desirable. I will work on a few use cases.
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[1] Michael E. Porter (1998). Competitive Advantage: Creating and Sustaining Superior Performance. (New York, NY: Free Press, 557 p. {orig. pub. 1985]). Professor (Harvard Business School).
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