ITIL® service delivery is an IT management fundamental. Service delivery is concerned specifically with the ability of the service provider to supply the services offered to the client organization. Particularly, it deals with the required elements in providing the service like continuity, security, availability, and financial capacity as well as the necessity of IT transportation capacity.
Here is a brief summary of the main aspects of the methods for service delivery defined by ITIL® standards:
The first part is grouped into three classifications: The Customers who are the party responsible for contracting IT services and listing down the IT projects given to the right service provider account; The Users the people who are responsible for using the IT services in question so they can function in their assigned tasks within their employer organization; and The Organization this is the IT group which is said to be the client for the IT services provided by the service provider.
The second part in service delivery involves service level management. This means defining the IT services given as formally stated in the service level agreements, and identifying operations dealing with what the customers need, and computing the costs. The people tasked with service level management are also responsible for making reports based on the quality of service.
The third part is called CMDB (or configuration management database) which deals with the detailed information about system configuration of systems like hardware and software. It also tackles the interrelationship between the different configurations of these items.
Fourth part is devoted to availability management, which is basically about making sure that the IT service provider can always be available and reliable with IT services properly maintained to ensure good service.
The fifth part, which is based on capacity management, will require staff to draw up capacity plans, monitor IT performance, and even simulate capacity requirements. It is responsible for computing supply since the staff have to predict what is needed.
The sixth part lists the area of financial management, where its people are responsible for measuring the financial cost of the service and tagging the preferred service provider who can offer a reasonable price.
The last part gives information about IT Service Continuity Management that evaluates, and draws up contingency plans, so that the service provider can assure the rapid recovery of the service when disastrous and severe faults in the IT infrastructure rear their ugly head.
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