IT Service Support

Question 1

IT Service Support

Answer 1

A service is any activity or benefit that one party can offer to another which is essentially intangible and does not result in the ownership of anything

Question 2

IT Service Support

Answer 2

A Service is a means of delivering value to customers by facilitating outcome customer want to achieve, without the ownership of specific costs and risks

Question 3

Service Management

Answer 3

Service Management is a set of specialised organisational capabilities for providing value to customers in the form of services

ITSM Involves: Technology., Infrastructure, Processes, People and Relationships

Good IT Service Management ensures that: Business requirements and customer expectations are met with consistency

Question 4

Key Elements

Answer 4

People - Customer/ End Users, Service Manager/ Team, IT Steering Group, Business Manager

Process - Request Fulfilment, Problem Management, Change Management , Configuration Management

Partners - Manufacturers / Vendors, Suppliers / Outscores

Products - Hardware, Software , Tools / Technology

Question 5

Why do we need ITSM?

Answer 5

Services:

Provide core benefit / satisfy needs

Intangible (as a whole)

Inseparable (from service consumer)

Unowned (by the service consumer)

Question 6

ITSM Objectives

Answer 6

1. To align IT Services with the current and future needs of the Business and its Customers
2. To Improve the quality of the IT Services delivered
3. To reduce the long term cost of the IT service provision

Question 7

ITSM

Answer 7

Customers do not buy products / services they buy satisfaction of needs

Customer values often differ from service provider values

Question 8

Service Perspective

Answer 8

The service provider and the end user (and others) will have DIFFERENT PERSPECTIVE (different values)

Service Operation Outcomes - Value, Satisfied Need

Service Process and Service Product Outcomes - Value, and Satisfied Needs

Question 9

Managing Expectations

Answer 9

The Customer is NOT always right

Committing to satisfying all requests does not necessarily provide good service

You may not be able to please everyone all the time

Question 10

Best Practice

Answer 10

ITIL can be applied to any organisations

Must Balance

Different Organisations will have different needs and priorities

Question 11

ITIL Framework

Answer 11

Service Transition - Change, Asset, Configuration, Release, Validate,

Continual Service Improvement

Service Operation - Event, Incident, Problem, Access, Request

Service Design - Service Catalogue, Service Level, Availability, Capacity, IT Continuity