IT output based service management – This topic comes completely out of left field.
Sometimes when these things come up that is – a subject like output based service management – where you think how come I’m not familiar with this? Then you find that not a lot of other people know what it is either.
My understanding of output based management is that it boils down to four things: Quantity Quality Timeliness Cost IT output based service management – Quantity Lets deal with this one first and its relevance in Service Management.
Strictly speaking this term means how much so in an ITIL context SLM identifies from the customer needs and wishes what the appropriate service level is including how much of the service is required.
Capacity Management probably will be involved as well.
IT output based service management – Quality The next point is also a SLM task that is aligning to the customers definition of quality.
Within Service Level Management we specifically identify what that quality level is and the KPI’s to identify whether we are achieving them.
We must also identify effectiveness and efficiency metrics to measure against the KPI’s and gain agreement on these with the customer.
These must be monitored, measured and reported on.
If the quality level agreed is not reached then this is a trigger within ITIL for a Service Improvement program! IT output based service management – Timeliness The timeframe associated with this is always agreed to with the customer and contained within the Service Level Agreement.
IT output based service management – Cost Finally, cost.
The bottom line.
Part of the SLM process is the requirement to identify the Total Cost of Ownership of the service that the customer requires.
Financial Management for IT Services proactively identifies what the TCO is and provides this information for the negotiation between SLM and the customer.
FMIT also provides details of other possibilities that also may meet the needs of the customer.
Finally SLM manages all this as well as the expectations of the customer.
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