ITIL studies IT service management in practice Basic terms Service provider Organization that provides service to one or more

clients. Frequently used as an abbreviation of an IT service provider. Client Who uses the service provided by SP. May be represented by a person or a group that defines the service level goals Business An corporative entity or organization constituted by one determined number of business units What's the best practice? An best practice normally starts as an useful and good practice in an specific business, this practice gains acceptance and than it can be used by another business. This practice became an accepted best practice and with the time, test and validation this can be converted into an market best practice or an Library of best practice like the ITIL and so on. The ITIL is a public domain framework that represents an range of good practices and best practices to the IT Service Management tested by another business. The idea behind ITIL is not reinvent the wheel. This library has been tested by millions of corporates in the world then you can trust and use them. Normally who adopts public frameworks like Itil and Cobit you have a lot of advantages compared to proprietary standards. They are available to everyone with a great and big community of users willing to help you.

What's a service? One service is a mean to aggregate value to your customers and helping the customers achieve the expected results easily and costlessly without assume more costs and risks.

Characteristics of and IT service include: Means to obtain this related results, Aggregate value, Simplify one or more client need, remove property risks, eliminating restriction effect and meliorating performance, elevating the results desired by the customer. The service is understood as one coherent whole.

The ITIL make the IT service transparent. The customer wants to be focused in your field instead of IT troubles. Let's taking a look in some IT services possibilities: First level support Office automation Electronic Payroll management ERP Service Online Training SaaS - Software as a Service Airline Ticket Generation What is IT service management? Is an group of abilities that one organization need to have to provide value to the customer in form of services. This abilities take a form of one group of functions and processes to manage the services during a life cycle. This process are distributed in the known stages of ITIL life cycle. The act to transform resources and abilities to valuable services is in the core of Service management. Without abilities one organization is merely an conjunct of worthless resources. In resume we need resources, process, techniques, tools, methods, training and management that allows: Understand the service provided Alignment between business and IT. Understand the value of client service Manage costs and risks related to these services Information technology is service delivery, and with a good process management the results will come faster to the client.

Functions, processes and delegations