It involved a number of management practices to ensure that IT services were actually provided as agreed between the Service Provider and the Customer.Įach of these two areas contained a number of disciplines, which stipulated the ITIL ® practices/requirements. Making sure an appropriate priority is assigned to an incident is important for SLAs, response times, and service restorations. Incident response and escalations are based on the incident priority levels assigned. Service Delivery covered the management of the IT services themselves. The incident priority is a matrix of impact and urgency. Service Support was the practice of those disciplines that enabled IT Services to be provided effectively. The previous version of ITIL ® was organised into a series of sets, which were further divided into two main areas: service support and service delivery: It includes fulfilling customer requests, resolving service disappointments, fixing problems, and carrying out routine operational tasks.Ĭontinually improve the quality of IT services in line with the concept of continual service improvement, adopted in ISO 20000. It ensures that changes to services and service management processes are carried out in an organised way.Įffective and efficient delivery of IT services. It includes designing new services and changing and improving the existing ones.īuild and implement IT services. The aim of Service Strategy is to make the organisations think and act in a strategic manner.Įffectively design new IT services. It determines what services the IT organisation should offer and what capabilities are needed to be developed. This person will be required to attend a face-to-face training session to be educated on the incident management process.Understand how to make strategies of IT Service Lifecycle.
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