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Service Management as a Practice

Best Practice vs. Good Practice
Best Practices = proven activities or processes used by many organizations
but not an industry practice yet
Good Practices = practices that are in wide industry use, they are Best
Practices that have been commonly applied.
Good Practice
Best Practice
O1

O2

O5

Innovation Applied

O3
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Innovation

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O4

O1

O2

O5

Innovation Applied

O6
Industry

O3

O4

O6
Industry

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ResitGulec

Service Management as a Practice

Important Definitions
Outcome: The result of carrying out an activity, following a process, or delivering an
IT service etc. The term is used to refer to intended results, as well as to actual results.
E.g. Getting money after a withdrawal request is an outcome of a process.
Service: A means of delivering value to customers by facilitating outcomes
customers want to achieve without the ownership of specific costs and risks.
E.g. Home delivery service of a Pizza Shop.

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Service Management as a Practice

Important Definitions
IT Service: A Service provided to one or more customers by an IT Service provider.
An IT Service is made up from a combination of:
People
Processes
Technology

A customer-facing IT service directly supports the business processes of one or more

customers and its service level targets should be defined in a service level agreement.

Other IT services, called supporting services, are not directy used by the business but
are required by the service provider to deliver customer-facing services.

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Service Management as a Practice

Important Definitions
Service Management: a set of specialized organizational capabilities for providing
value for the customer in the form of services.
IT Service Management (ITSM): implementation and management of quality IT
services that meet the needs of the business.

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Service Management as a Practice

Important Definitions
Function: a team or group of people and the tools they use to carry out one or more
process or activities.
E.g. Service Desk

Units of an organization

Equipped with capabilities and resources

Capabilities

Resources

Management

Financial Capital

Organization

Infrastructure

Processes

Applications

Knowledge

Information

People
(experience, skills and relationships)
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People (number of employees)

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Service Management as a Practice

Important Definitions
Process: A structured set of activities, designed to accomplish a specific objective.

Takes one or more defined inputs and turns them into defined outputs.

Process Characteristics

Measurable
o

Specific results
o

Individual and countable

Customers
o

Cost, quality, duration, productivity etc.

Internal or external customers

Responsiveness to specific triggers

o

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Traceability to a specific trigger

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Service Management as a Practice

Process Model

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Service Management as a Practice

Important Definitions
IT Governance: ensures that policies and strategy are actually implemented, and
that required processes correctly followed.
Role of Governance:

Ensuring the implementation of guidelines and strategies

Ensuring the adherence to processes

Definition of roles and responsibilities

Measures and reports

Actions for resolving all issues identified

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