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ITSM: Fundamentals (Why is ITSM a crucial part
of a company's…
ITSM: Fundamentals
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Definitions
Service
A means of delivering value to customers by facilitating outcomes the customers want without ownership of specific costs or risks
Service Management
Set of specialized organizational capabilities for providing value to customers in the form of services.
Helps providers to:
- ensure the services really facilitate the right outcomes
- understand the value of the services to their customers
- understand and manage associated costs and risks
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Process
A structured set of activities designed to accomplish a specific ovjective. A process takes one or more defined inputs and turns them into defined outputs. A process may define policies, standards, guidelines, activities and work instructions if needed.
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Basic Principles of ITSM
- Market orientation - supplier-customer relationship between IT and business divisions in the form of a contract
- Service orientation - Business divisions purchase IT services from internal or external IT service providers
- Life cycle orientation - ITSM regards the complete IT service life cycle including service design, transition, operation and maintenance
- Process orientation - ITSM centers around the processes of service provisioning instead of a functional organisation i.e. how functional divisions may contribute as a whole
Primary Goals of ITSM
- The consistent alginment of IT services with the customer's requirements and the continuous monitoring and controlling of the IT services with regard to those rquirements.
- Supplement the traditionally rather reactive processes with proactive tasks
- Replace technology oriented processes with service oriented processes
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