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ITIL V3 (4. Service operation
Service operation embodies practices in the…
ITIL V3
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1. Service strategy
The service strategy volume offers guidance on the design, development and implementation of service management.
Financial management
Financial management for IT services ensures we track and associate IT investment and spending with the services provided. We want to deliver the best quality service at the lowest possible cost. We want to create business value and increase the opportunity to take on extra projects that result in even greater value to the business.
Accounting
involves applying cost accounting principles to IT spending. We do this to answer the question, “What does it cost to provide each service?”
Budgeting
We use Budgeting to show the funding required to support the defined services at a given level of business activity. The budget assures that IT Service Management will have adequate funding to deliver promised services.
Charging
is the process of assuring that IT Service Management will “capture” value. That is, that the consumers of services are aware of the cost of providing services to them.
Demand management
ITIL V2 discusses demand management concepts within the context of capacity management. V3 introduces the process of demand management as a distinct process and as a strategic component of service management.
Service portfolio management
is a means by which you can dynamically and transparently govern resource investment. The goal of SPM is to maximize value to the business while managing risks and costs. We do this by ensuring that the content of the service portfolio is in line with the organization’s service management strategy.
Strategy management for IT services
It’s not enough to align IT with the business; IT should also integrate with the business.
Any service provider, to be successful, must have a thorough understanding of the market space in which they operate. They must know what their strengths and weaknesses as a provider are, as well as what opportunities are available. Strategy management for IT services seeks to answer questions such as the following
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Business relationship management
works closely with service portfolio management and strategy management. It helps IT services to inform and implement the strategy and service selection. KPI = customer satisfaction
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understanding the customer’s environment well enough to identify opportunities for new services or new applications of existing services
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5. Continual Service Improvement (CSI)
The CSI combines principles, practices and methods from quality management, change management and capability improvement.
Service measurement and service reporting
In ITIL V2, these processes were described under service level management process. V3 introduces dedicated processes for service and process evaluation. It expands this into CSI, and structures a 7 step process as listed below
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