2 The ITIL Service Delivery Set 62670412 \h 15 \l “62670413” 7

ITIL2 The ITIL Service Delivery Set 62670412 \h 15 \l “62670413” 7

\l “62670402” 3.2 Promotion 62670402 \h 6 \l “62670403” 3.2.1 The Objective Tree 62670403 \h 6 \l “62670404” 4 Where are we now? 62670404 \h 8 \l “62670405” 4.1 Measuring Process Maturity 62670405 \h 9 \l “62670406” 5 Where do we want to be? 62670406 \h 9 \l “62670407” 6 Process Driven Framework 62670407 \h 10 \l “62670408” 6.1 Processes 62670408 \h 10 \l “62670409” 6.2 Processes, Services and Functions 62670409 \h 11 \l “62670410” 7 The ITIL Framework 62670410 \h 12 \l “62670411” 7.1 History of ITIL 62670411 \h 14 \l “62670412” 7.2 The ITIL Service Delivery Set 62670412 \h 15 \l “62670413” 7.2.1 Service Level Management 62670413 \h 15 \l “62670414” 7.2.2 Financial Management for IT Services 62670414 \h 15 \l “62670415” 7.2.3 Availability Management 62670415 \h 16 \l “62670416” 7.2.4 Capacity Management 62670416 \h 16 \l “62670417” 7.2.5 IT Service Continuity Management 62670417 \h 16 \l “62670418” 7.3 The ITIL Service Support Set 62670418 \h 17 \l “62670419” 7.3.1 Service Desk 62670419 \h 17 \l “62670420” 7.3.2 Incident Management 62670420 \h 17 \l “62670421” 7.3.3 Problem Management 62670421 \h 18 \l “62670422” 7.3.4 Change Management 62670422 \h 18 \l “62670423” 7.3.5 Release Management 62670423 \h 19 \l “62670424” 7.3.6 Configuration Management 62670424 \h 19 — In 2000, Microsoft used ITIL as the basis to develop their proprietary Microsoft Operations Framework (MOF). In 2001, ITIL version 2 was released.

In this version the Service Support Book and the Service Delivery book were redeveloped into much more concise volumes. ITIL is a pseudo Public Domain framework.

ITIL is copyright protected.

Copyright is owned by the OGC.

However, any organization can use the intellectual property to implement the processes in their own organization.

Training, tools and consultancy services support this.

The framework is independent of any of the vendors. EXIN and ISEB are the examination bodies that organise and control the entire certification scheme.

They guarantee that the personal certification is fair and honest and independent from the organizations that delivered the course.

Both bodies accredit training organizations to guarantee a consistent level of quality in course delivery. At the time of writing the only generally recognized certification is awarded to individuals.

There is no independent technology certification or organizational certification. The ITIL Service Delivery Set The following chapters describe in brief the Service Delivery processes.

These processes are generally referred to as “tactical” processes. Service Level Management This process provides the contact point between the IT organization and the customer.

Within the ITIL books, ‘the customer’ is defined as being the person who pays for the services.

It should therefore be someone with decision-making authority, eg business manager. Service Level Management is the process that ensures that the IT organization knows what services they can deliver and organises for the IT group and the customer to agree on the levels of service that need to be delivered. It also ensures that the IT group can consistently deliver these services to the customer by ongoing monitoring the service achievements and reporting these to the customer. Financial Management for IT Services When Service Level Management agrees with the customer on Service Levels, it has to be able know how much money is involved in delivering this service.

Especially when the cost for IT services is to be charged on to the customer. Financial Management for IT Services allows the IT organization to clearly articulate the costs of delivering IT Services. — IT Service Continuity Management prepares for the worst case scenario. ITSCM investigates, develops and implements recovery options when an interruption to service reaches a pre-defined point. The ultimate choice of which option to choose, is made by the customer as part of the SLA agreements.

Price has an obvious factor in selected the appropriate recovery option. In the current global situation, a structured approach to IT Service Continuity Management has become more and more important.

Business processes rely more and more on IT Services and IT components are more under ‘attack’. Defining the pre-conditions that constitute a disaster is part of the ITSCM process.

Such definitions form an integral part of any Service Level Agreement relating to the provision of services. The ITIL Service Support Set The following chapters describe in brief the Service Support processes.

These processes are generally referred to as “operational” processes. Service Desk The business users / end-users need IT services to improve the efficiency of their own business processes.

When they can’t use the IT services, they have trouble achieving their objectives. End-users of services need a single point of contact with the IT organization. The Service Desk should be the single point of contact for all end-users.

This is where ALL questions, issues and requests are logged and recorded. The type of Service Desk you need depends on the requirements of your customer base. ITIL defines Service desk types in terms of skill and structure.

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ITIL and 2 The ITIL Service Delivery Set   62670412 \h 15    \l ITIL and 2 The ITIL Service Delivery Set   62670412 \h 15    \l