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Service Strategy
Service strategy shows organisations how to transform service management from an
organisational capability into a strategic asset, and to then think and act in a strategic
manner.
Provides guidance on how to design, and put in place service management as a strategic
asset
Financial Management
To provide cost effective stewardship of the IT assets and resources used in providing
IT services
Demand Management
Service Design
Capacity Management
It ensures that all the current and future capacity and performance aspects of the
business requirements are provided cost effectively.
Availability Management
To deliver a cost effective and sustained level of availability that enables the business
to satisfy its organisations objectives
Security Management
To align IT security with organisation security and ensure that information security is
effectively managed in all service and service management activities. The five
elements within an Information Security
Control
Plan
Implement
Evaluate
Maintain
Supplier Management
To manage suppliers and the services they supply, to provide seamless quality of IT
service to the organisation, ensuring value for money is obtained.
Obtain value for money from suppliers and contracts
Negotiate and agree UCs and manage through their lifecycle. UC = underpinning
contracts
Maintain a supplier policy and a Supplier and Contract Database (SCD)
Service Transition
Align the new or changed service with the organisation requirements and business
operations
.Ensure that customers/users can use the new or changed service in a way that
maximises value to the organisation operations
.Plan and manage resources so that transitions come in on time, cost and quality
.Ensure minimum impact on current services
.Increase customer, user and service support satisfaction
Knowledge Management
Change Management
In order to minimise the impact of change related Incidents upon service quality, and
consequently to improve the day to day operations of the organisation
The objective of release and deployment management is to build, test and deliver the
capability to provide the services specified by service design.
Define and agree release and deployment plans with customers/stakeholders
Ensure that integrity of a release package and its constituent components is maintained
throughout the transition activities and recorded accurately in the configuration
management system
To ensure that master copies of all software are secured in the Definitive Media Library
(DML)
To ensure that release packages are built, installed, tested and deployed efficiently
ensures the integrity of service assets and configurations in order to support the effective
and efficient management of the IT organisation.
Account for all the IT assets and configurations within the organisation and its services
.Provide accurate information on configurations and their documentation to support all
the other service management processes
design and release will deliver a new or changed service or service offering that is fit for
the purpose and fit for use.
Validate that a service is fit for purpose it will deliver the required performance with
desired constraints removed
.Assure a service is fit for use it meets certain specifications under the specified terms
and conditions of use
Request Fulfilment
Request fulfilment is the process of dealing with service requests from the users.
To provide a channel for users to request and receive standard services for which a
predefined approval qualification process exists
To provide information to users and customers about the availability of services and the
procedure for obtaining them
To source and deliver the components of requested standard services (e.g. licences and
software media)
To assist with general information, complaints or comments
Incident Management
To restore normal service operation as quickly as possible and minimise the adverse
impact of the Incident on business operations,
Problem Management
Problem management includes the activities required to diagnose the root cause of
incidents and to determine the resolution to the problems. It is also responsible for
ensuring that the resolution is implemented through the appropriate control
procedures (change management).
Problem management works together with incident management and change
management to ensure that IT service availability and quality are increased.
Problems should be addressed in priority order with higher priority given to the
resolution
Therefore, a problem can exist without having an immediate impact on the users.
However incidents are usually more visible and the impact on the user is more
immediate.
Access Management
Event Management
A change of state that has significance for the management of a configuration item or IT
service