Version 3 maintains a holistic view covering the entire lifecycle of a service, no longer does ITIL just answer the how questions, but also why? Why does a customer need this service? Why should the customer purchase services from us? Why should we provide (x) levels of availability, capacity and continuity? By first asking these questions it enables a service provider to provide overall strategic objectives for the IT organization, which will then be used to direct how services are designed, transitioned, supported and improved in order to deliver maximum value to customers and stakeholders. Participation in ITIL Managing IT Services within the ITIL framework requires participation from all levels and clear communication to align the goals of the business and IT.
The following table illustrates the expected participation and communication at all three levels. IT Business Strategic Senior IT Management Senior Management Tactical Service Level Management Customers Operational Service Desk Users The RACI Model — Scenario 1 CreditClear is a large credit consolidation firm that provides financial debt services to individuals and families.
CreditClear has several locations across three states.
Credit advisors who work at these offices generate income through monthly fees for managing financial debt portfolios for their clients. The IT unit is based at the Head Office and supports and maintains the in-house developed business application.
The application supports a number of business functions including client profiling and tracking, policy and debt management, document management and referencing, and fund management.
The system runs on servers based in the Head Office and connected by a WAN to other offices where a local service, LAN and desktop computers and printers are located. Each site has at least one technician providing desktop support as issues arise.
They also host a number of training courses supplied by the Head Office that covers basic office productivity tasks to specialized training in the business application.
There is no organization to the current Service Management processes and most actions from the IT unit are a result of reacting to a situation. Question 1 You are an ITSM consultant specializing in the ITIL framework.
You have been brought in to advise and assist the IT unit in organizing and improving the Service Management processes current deployed for the CreditClear.
The goal of the effort is to ensure that all services are sufficiently supported throughout the Service Lifecycle.
What is the best start to begin the process of organizing and improving these processes? Basic information about each service needs to be discovered including costs of providing the services and the value of the services to the business and IT organization.
This information needs to be captured in the device descriptions found in the Service Catalog.
By ensuring this information is available, the IT has a basis for determining the next steps for improving services. Organization of the Service Management processes requires that business and IT stakeholders for each service are identified, and accountability for the processes is assigned to Process Owners within the IT organization, with Service Owners assigned to the corresponding services.
The demands, constraints and dependencies on the services should be explored to ensure that all requirements have been identified and each service should be assessed to ensure that they are delivering on those requirements, specifically focusing on the availability and reliability of the services. The first step is to identify who is involved in the individual services either as an active participant of the service or in support of the availability or reliability of the services.
The role of each person or group should be clearly delineated as well as the expectations between the participants and the services.
Stakeholders of the IT processes should be defined and the accountable stakeholder should agree to take on the responsibilities as process owner for the delivery of the services. Organization of the Service Management processes is highly dependent on those services that focused on delivering requirements to specific business processes, and those services that deliver against general requirements across the entire organizations.
The type of services should be identified along with the requirements, constraints and demands on the services.
Using this information, improvements to the services can be easily discovered that will support the integration of services into a cohesive package. Question 2 The IT Director instigated a Strategic Review within the IT Group.
You are an ITSM consultant who has been retained by CreditClear to provide advice on building the strategic value of IT services.
One of the first recommendations you made was the creation a Service Catalog. The review revealed that most of the services provided by IT were rather basic and plain, except for areas of specialized support and training.
An external service provider has already approached CreditClear to offer desktop and server support at a competitive price.
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