Manufaucture :

Business process :
1.sales management
2.production mGR
3.Warhouse Mgr
4.procurenment mgr
5.Vender mgr
6.Finance management

ORACLE ---SAP ---

FINANCIAL

uptime(100%)

performance(sla)

security of (data )

Disaseter(BCi)

Banking :Businees Oroces:

cORE BANKING
Wealth managment
|
|

finacle
|
|

banking staff

services are being delivered to the custmor to support their business process
(Business requirement s/need s dayto day)

ITIL the by following Industry good practice frame work name ITIL of guideline
the service manemenget

BSI(British standard
ISO 2K(Internation statnder oragainziation)

ITIL V2 only having 10 Process -2001

itil V3 relase on FIRST Relase in 2007(RE-RELEACE 2011)

ITIL-2019 May

ITIL V4 Which is intergrated with few other practives as well.susch as project

managenmey ,practice ,agle governce,

the by following Industry good practice frame work name ITIL of guideline the
service manemenget

ITILV4 -Purpose:

uderstanding the TIL V4 frame work

according new technoldge

according other metholoagies (eg Agle ,project ,mgt ,etc)

undestandinf updates concepts of services management

act as refercnec guide for practirtioners

ITV3 25 PROCESS
ITV4 now 34 practies
service values changes (SVC)

1.SVS

2.SVC

3.4 DIEMENSION

4.Service management :
set of specializied oragainized cabality for enabling availablity

5.value and value co-creation :

key message:
The purpose of the orgainsation is to create value for stakeholders
define value :

the perceived benfits ,usefulness, and impatance of somethings

the understanding is that "Value"subjects to the presception of the
stakeholders,whether they be the custmors to customer of the service.

values and Value co-creation:

6.organization: aperson or a group of people that the own function s with

responceiblity and relations to achive to objectivies

7.service provide:when providing services any oragaziation

8.customer :A person who defines the requirement for services and takes
responciblity for tthe outcomes of services consumption

9.User: a person who uses services

10.sponsor : A person who authorizies budget

other stakeholders:

11.Products and services:

12.services: ameans of enabling values of creation by traction outcomes that

customer went

13.Product : a configuration of an oragaizatins values of the consumers

product and services :

14.service offering : A destication of one or more services designed to address
the need of a target consumer group.

a services offerning may include :

good

access to resoucrce

services actions

15.services relationship:

Servicse consumption --->services relationshiop mgr and servise provisioning

values outcomes,costs and Risks

16. Outcome:

a results for a stakeholder enable by one or more output

Output: a tangular an activity

17 cost:

18.Risks:

19:the consumer cotributes to reduction in the reduction of risk through:

26/11/2019 : 4 dimensions of service management

1st dimension:ORAGAIZATIONS AND People -->organzation needs a culture that

supports its objects

2.cluture

3.People: Multi skill,style and leadership

2ND Dimension information and Technlogogy:

applies both to service management and to the sevices being managed

cloud computing:

3rd diemensionL Partners and supplier

4th Dimensions :

After break :THE SERVICES VALUES SYSTEM :5 questions will

opportuity /Demand

*which module are sescribe :describe how all the components and activted of the
organization work together as a system to value creation

opportunity and Demand :

7 principle

colabrate
*what is improvemental model?

services

ITIL V4 Practices :
GENERAL MANAGEMENT PRACTICES :
SLM Based SLA
Customer based SLA
Multilevel sla
common level SLA

special level SLA

service level SLA

What is SLA?

A document agrmeemant between services provide and a customer

Reliablity:

*3 information security management:

Prevention

Detection and correction

CHANGE CONTROL :The purpose of the change control practice is to maxima the number
of suceessful IT chnges by ensuring that risks have been properly assessed ,

authorizing chanages to proceed and managing the change schedule

change authority ;ECAP

ORGANIZATION change management :Business level

change control:
the scope of change control

Tha addition or modification of anything that could have a direct or indirect

effect on services

STANDARD change

Normal change

emergency change

Release management : PURPOSE OF THE RELAESE MANGEMENT PRACTICE IS TO MAKE NEW AND
CHAGED SERVICE AND FEATURES AVALIBLE FOR USE
Technical Management Practices :

Deployment Mangement :

1.phased deployment
2.big band deployment
3.Pull deploymemt
4.continous delivery

service configuration management :

service desk :

skill of service : 1.Emotion integelent 2.incident analysis

Proplem management : The purpose of problem managament is to reduce

event management : Event any changes of state that has significance for the
mangement of a services or other configuation Item.

service request managment :