Click here for a detailed case study by Noel Scott, discussing co-existence of Prince2 and ITIL Frameworks to achieve business requirements
Glenn O’Donell writes in his blog on ComputerWorldUK. Please click here to read more…
Taken from Pink Elephant’s blog…
Service Strategy – 4 processes
1. Strategy Generation
2. Financial management
3. Demand management
4. Service Portfolio management
Service Design – 7 processes
1. Service Catalog Management
2. Service Level Management
3. Availability Management
4. Capacity Management
5. It service Continuity Management
6. Information Security Management
7. Supplier Management
Service Transition – 7 processes
1. Transition Planning and Support
2. Change Management
3. Service Asset and Configuration Management
4. Release and Deployment Management
5. Service Validation and Testing
7. Knowledge Management
Service Operation – 5 processes
1. Event Management
2. Incident Management
3. Request Fulfillment
4. Problem Management
5. Access Management
Continual service improvement – 3 processes
1. The 7 improvement process
2. Service Measurement
3. Service Reporting
According to Mark Schouls, the three processes that IT Service Management starts with are Change Management, Configuration Management and Release Management.
Release Management – Proper release management, which defines the process of building and releasing software, results in a greater success rate in the provisioning of software and hardware to the business, and perhaps more importantly, results in a perceived improvement in the quality of service. Bringing consistency and documented processes to software and hardware releases minimizes downtime, reduces support costs, improves resource utilization and increases confidence across all levels of management.
Configuration Management – Enacting configuration management processes gives organizations a single view of all corporate assets, including their dependencies and interrelationships. Having one federated repository as a point of reference ensures accuracy and eliminates time-consuming duplication of efforts.
Change Management – Codifying change management practices helps organizations better align IT services to business requirements. With rigid processes in place, they eliminate rogue changes, thereby reducing risk and improving user productivity. To undertake change management initiatives, businesses must first accurately assess risk, understand the impact due to any change, analyze resource requirements and make adjustments to align resources as required. At that point they can enact a formal method for approving changes.
Read more of this article on ITSMwatch here.
I would also put Incident Management in this list. IT has to exist in the organization in some form or the other right from the start. Incident Management is one of the key bridges between the IT and its users. It gives a first hand information about the issues which are being faced by the users and would be a key driver for a lot of changes that would be done to restore services.
Basic! yes! very! But don’t be surprised if there are people who have been managing these processes and still do not completely understand these relationships.
This diagram however cannot be termed complete and there is a lot that can be added to it. Will write about the process relationships in detail in the next few posts!
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The 7-Step process in CSI phase of ITIL has identification of what needs to be measured as one of the steps.
There is no way of improving a service or a process, if we are not measuring. Measurments allow us to do two things
1. Know where we are
2. Help determine where we want to go
Often in my experience, we take the standard set of metrics and put all of them on a dashboard for various stakeholders to review, irrespective of the relevance of these beautiful looking graphs. I would in this post and in future try to put together some tools which help in identifying what needs to be measured. One of such tools is GQM – Goal Question Metric Approach. In some of the next posts, I would write about illustration of the GQM related to ITSM Processes.