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Table of Contents
Lesson Contents
Service Management
IT Service Management
Stakeholder
Exercise Stakeholders
10
Customers
11
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Watch out for these icons as you use your Study Guide. Each icon highlights an important
piece of information.
Tip this will remind you of something you need to take note of, or give
you some exam guidance.
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2011 IT Training Zone LTD
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Lesson Contents
Service management
Stakeholders
Text in "italics and quotation marks" is drawn from the ITIL core volumes
Quoted ITIL text is from Service Strategy, Service Design, Service Transition, Service Operation
and Continual Service Improvement
Crown copyright 2011 Reproduced under license from OGC.
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Service Management
Remember: Services deliver value to customers, and Service Management provides a way to
make sure that value is delivered.
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IT Service Management
IT organizations need to work hard to understand what their customer needs from them. They
are a service provider to their customer, using service management to deliver the necessary
outcome.
IT service management needs to be efficient and effective, delivering high quality IT services.
IT service providers usually have to balance 3 areas:
If IT cant deliver what the customer wants at the right price, they need to communicate this as
soon as possible. Documents like Service Level Agreements can be used to help manage
expectations.
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Recap
An IT Service Provider provides IT services to internal or external customers.
IT Service Management is used to implement and manage the quality of IT services that meet
the needs of the business. IT Service Management is performed by IT service providers through
a mix of people, process and information technology.
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Stakeholder
Stakeholder
IT needs to understand who its stakeholders are. They will include staff within IT who need to
talk to each other for the service to be delivered.
Other stakeholders are external to IT. These include customers, users and suppliers.
Remember
Its important to understand the difference between customers, users
and suppliers.
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ITIL is a registered trademark of the Office of Government Commerce in the United Kingdom and other countries
Exercise Stakeholders
This Lesson included an Exercise to look at your stakeholders. If you didnt have time to
complete the exercise during the Lesson, why not attempt it now?
Exercise
Think about your current role, or your previous role in IT. Make some notes and answer these
questions:
Exercise Solution
Here are some suggestions remember your answer will depend on the type of
organization you worked in.
Customers could include:
Internal department heads, budget holders, team leaders, board members
External shareholders, other companies, individuals
Users could include:
Staff who worked for your company or people who were paying for your
services. For example, people who use internet banking, broadband, an online
ticket service or a mobile phone are all users of services.
Suppliers:
You might have used third parties to provide elements of service delivery such
as data centre management, cloud services, hosting, or support.
Remember, if you found this exercise challenging or have any questions, you can
email a tutor at tutor@itiltrainingzone.com.
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Customers
ITs most important stakeholders are usually the customers who decide what
services are needed. These fall into 2 broad groups:
Internal customers who are part of the same organization as the service provider
External customers who are not part of the same organization
Whether customers are internal or external, they still expect to get the level of service they
need. Service providers must understand their customers expectations and work hard to meet
them.
Remember
Being customer focused doesnt mean that the customer gets
everything they want.
Sometimes the customer will ask for things that are unrealistic so the
service provider needs to work with them to deliver an appropriate
service for an appropriate cost.
Funding
Internal customers are part of the same organization as the IT service provider. IT is often set
up as a cost centre, with budget allocated to it to deliver services.
Its still important for IT to understand the cost of services, so that improvements can be made.
External customers pay for services directly. This allows IT to generate income and profit.
More customers can mean services are improved, as more money is available for investment.
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Accounting
Accounting is different for internal and external customers. The price of the service may be
more important to an external customer, who can shop around with different providers.
Internal IT service providers dont usually try to make a profit from the services they provide.
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Remember
Customers will be driven by their own objectives.
Some customers will use IT services to maximize profit and customer
retention.
Other customers for example in charities or government
organizations will use services to deliver value and wont be as
concerned with profit.
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2011 IT Training Zone LTD
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ITIL is a registered trademark of the Office of Government Commerce in the United Kingdom and other countries