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10 Cards in this Set
- Front
- Back
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Service Strategy
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Process Objective: To decide on a strategy to serve customers. Starting from an assessment of customer needs and the market place, the Service Strategy process determines which services the IT organization is to offer and what capabilities need to be developed. Its ultimate goal is to make the IT organization think and act in a strategic manner.
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Service Design
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Process Objective: To design new IT services. The scope of the process includes the design of new services, as well as changes and improvements to existing ones.
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Service Transition
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Process Objective: To build and deploy IT services. Service Transition also makes sure that changes to services and Service Management processes are carried out in a coordinated way.
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Service Operation
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Process Objective: To make sure that IT services are delivered effectively and efficiently. The Service Operation process includes fulfilling user requests, resolving service failures, fixing problems, as well as carrying out routine operational tasks. |
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Continual Service Improvement - CSI |
Process Objective: To use methods from quality management in order to learn from past successes and failures. The Continual Service Improvement process aims to continually improve the effectiveness and efficiency of IT processes and services, in line with the concept of continual improvement adopted in ISO 20000. |
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Processes: ITIL Service Strategy |
Strategy Management for IT Services Service Portfolio Management Financial Management for IT Services Demand Management Business Relationship Management |
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Strategy Management for IT Services |
Process Objective: To assess the service provider's offerings, capabilities, competitors as well as current and potential market spaces in order to develop a strategy to serve customers. Once the strategy has been defined, Strategy Management for IT Services is also responsible for ensuring the implementation of the strategy. |
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Service Portfolio Management |
Process Objective: To manage the service portfolio. Service Portfolio Management ensures that the service provider has the right mix of services to meet required business outcomes at an appropriate level of investment. |
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Financial Management for IT Services |
Process Objective: To manage the service provider's budgeting, accounting and charging requirements. |
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Demand Management |
Process Objective: To understand, anticipate and influence customer demand for services. Demand Management works with Capacity Management to ensure that the service provider has sufficient capacity to meet the required demand. |
