Professional Documents
Culture Documents
Itil
Itil
ServicesServices are a means of delivering value to customer without requiring the cust
omer to own specific Costs & Risk
Service Managementset of specialized capabilities for delivering value to customers in the form of
Services.ITIL is a frame Work for IT Service Management.
ITIL as Good Practise FrameWork Good Practises are Best Pratices which have gained wide acceptance & adoption.Us
ually derived from the following.
1.Standards.
2.Public Frameworks
3.Academic Research
4.Proprietary Knowledge
Processes Processes are structured sets of activities designed to achieve a specific objec
tive. Processes have four basic characteristics:
1. They transform inputs into outputs.
2. They deliver results to a specific customer or stakeholder.
3. They are measurable.
4. They are triggered by specific events.
Functions A team or group of people and the tools they use to carry out one or more proces
ses or activities.A process should Create value for the stakeholders. A unit of
the organization.
Role
A set of responsibilities, activities and authorities granted to a person or te
am.
1.Service Owner -- Accountable for the overall design, performance, integration,
improvement, and management of a single service.
2.Process Owner -- Accountable for the overall design, performance, integration,
improvement, and management of a single process.
3.Service Manager -- Accountable for the development, performance, and improveme
nt of all services in the environment.
4.Product Manager -- Accountable for development, performance, and improvement o
f a group of related services.
ITIL Functions 1.Service Desk - The Service Desk also acts as a hub for all communications inte
rnal to the IT Service Provider.
Local(Site IT at different factories),Centralized(GBS IT),Virtual (IVR),Follow-t
he-Sun (Guad Team)
2.Technical Management Management of procurement, development,technical skill sets and resources requir
ed to support the infrastructure and the IT Service Management effort.
3.Application Management End-to-End management of applications like Technical Management of the speciali
zed skill sets required to support the organizations applications.
It is supported by core processes such as Incident Management, Problem Managemen
The Service CatalogThe Service Catalog is the subset of the Service Portfolio which contains servic
es currently available to customers and users.