A summary of the Service Lifecycle. ITIL Framework is based on the five stages of the Service Life.
Service Strategy (SS), Service Design (SD), Service Transition (ST), Service Operation (SO), and Continual Service Improvement (CSI).
ITIL offers best-practice guidance to all types of Organizations and is used to provide value for Service Providers and Their Customers.
Why is ITIL Successful?
ITIL service management practices are applicable in any IT organization because they are not based on any particular technology platform or industry type
ITIL offers robust, mature, and time-tested practices that have applicability to all types of services organization
ITIL represents the learning experiences and thought leadership of the world’s best-in-class service providers
What is Best Practice Sources?
Training and Education
A means of delivering value to customers by facilitating the outcomes customers want to achieve without the ownership of specific costs and risks.
A set of Specialized Organization Capabilities for providing Value to customers in the form of services
- Delivered between department or business units in the same organisation
- Linked to business outcomes in order to understand the value of the service
- Delivered to External customer and are External Cutomer-Facing Services
- Deliver Basic Outcomes desired by customers
- Represent the Value Proposition
- Needed in order to deliver core services
- May or may not be visible to the customer
- Added to the Core Service to make is more Exciting or Enticing
- Not essential ot the delivery of a core service and offer the “Excitement” Factor
- Enhancing becomes core
Service is provided by an IT Service Provider, and IT service is made up of a combination of Information technology, people, and processes.
- Supporting Services
- Customer-Facing Services
People or Departments who work in the same organization as the service Provider
Consume internal Services
People who are not employed by the organization
Purchase services from the service provider defined in the terms of a legally binding contract or agreement
Both are provided agreed levels of services
Structure set of Activities Designed to accomplish a Specific Objective. A process takes one or more defined inputs and turns them into defined outputs.
Characteristics of a Process:
- Spesific Results
Processes, once defined, should be documented and controlled and repeated and managed.
A function is a team or group of people and the tools or other resources they use to carry out one or more processes or activities
A set of responsibilities, activities, and authorities is granted to a person or a team.
Responsible – The person or people responsible for correct execution
Accountable – The person who has ownership of quality and the end result
Consulted – The people who are consulted and whose opinions are sought
Informed – The People who are kept up to date on the progress
Accountable for the delivery of a specific IT Service
Accountable for ensuring the process is fit for purpose
Accountable for the Operational Management of a purpose
Responsible for carrying out one or more process activities
Type 1 – Internal
A Service provider that is embedded within the business unit that they serve
Type 2 – Shared
An internal service provider that provides shared IT services to more than one Business unit
Type 3 – External
A Service Provider that provides IT service to External Customers
Stake Holders have an interest in an Organisations’ Project or Service.
- Customers – Buys the Goods
- Users – Uses the Goods
- Suppliers – Supplies the Goodes