It is but a very strategic move to pair up with another company that shares the same vision and offers almost similar services to its prospective market. This will not only widen your marketability range as far as the products and services being offered are concerned, but it will also make way for new goals to achieve and meet, an indication that your company is indeed moving forward toward success. But then again, it is also a very important rule to come up with an agreement level service just to make sure that certain expectations were set so as to avoid conflicts in the future, indeed a win-win situation to both parties.

The agreement should encompass all the things that define the factors that can contribute to the success of the business. Some factors are the following:

(a) Definition of Services: describes the services to be rendered and the manner on how these services are to be delivered. The information of the service should be accurate and detailed as this is the most critical portion of the agreement.
(b)Performance Management: deals with the monitoring and measuring of service level performance to make sure that conditions are being followed and standards / targets are being met.
(c) Problem Management: recognizes the possible problems or threats that may be encountered and specifies a preventive activity to reduce such occurrences.
(d) Customer Duties and Responsibilities: defines the role of the customer in the service delivery process.
(e) Security: both parties should comply with the confidentiality of information to abide by the security policies and procedures as mandated by the agreement itself.


First, ITIL® is the Information Technology Infrastructure Library, a collection of manuals that give the best practices in IT service management. IT service management is a broader term that encompasses change management.

Change management is concerned with the ability of an organization to handle change with regard to the IT infrastructure of the concerned organization. A change is defined as any incident which would cause one or more components of the IT configuration to have a new status afterward. The change should be sanctioned by management, be a cost-effective solution, and even support business processes without endangering the IT infrastructure. Change management entails establishment of a certain standard for methods and procedures so that when changes are needed to be done or changes happen without warning, daily operations of the organization will not be severely affected.

The major objectives of change management can be said to be:

– Reducing service disruption to the bare minimum
– Keeping back-out activities minimized
– Managing resources economically (those that are involved in the change process.)

When Change Management ITIL® is involved, then it means that there is a definite ITIL®-based procedure for conducting change management. The form that is used within the organization is the Request for Change form which is initiated by the Change Requestor to the Change Management administrator. The schedule document which will list all the possible changes that the Change Requestor intends to initiate is called the Forward Schedule of Changes.

An organization that has been able to comply fully with ITIL® standards can be certified under ISO/IEC 2000.

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