ITIL Service : Terminology 45946941 h 73 Objective To provide < <….

ITILITIL Service : Terminology 45946941 h 73 Objective To provide < <….

\l “45946934” 9.

Contract Management 45946934 \h 53 \l “45946935” 10.

Security 45946935 \h 55 \l “45946936” 11.

Interfaces 45946936 \h 58 \l “45946937” 12.

General 45946937 \h 62 \l “45946938” 13.

Reporting 45946938 \h 65 \l “45946939” 14.

Vendor 45946939 \h 67 \l “45946940” 15.

A Way Forward 45946940 \h 70 \l “45946941” 16.

Terminology 45946941 \h 73 Objective To provide <>with an ITSM (IT Service Management) Tools Requirement document based on the ITIL Service Support framework, supported by the Service Level Management process. The information detailed in this document will be used by <>as an input into their final ITSM Tools Requirement document. This need is fuelled by the Departments desire to introduce a tool set that will help them move towards a culture of process driven, customer focussed Service Delivery and to position itself as a quality provider of IT Services to <>. Scope This report is not an ITSM / ITIL (Information Technology Infrastructure Library) scan. The requirements detailed in this report are a result of the interviews conducted by <>. As requested by <>, the requirements contained within the document have been organised into process streams based on the ITIL framework.

As such, ITIL terminology has been used throughout the document. There is to be a scheduled 1 day workshop to finalise the requirements by adding the following additional information: Business Benefit – it will need to be indicated against each requirement what business benefit the requirement will provide to <>.

The ratings used here will be:

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