ITIL Framework : As requested by < < ORGANIZATION > > the requirements….

ITILITIL Framework : As requested by < < ORGANIZATION > > the requirements….

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: High Medium Low Requirement – against each individual requirement there will be indications of the requirements need to be included within the ITSM Tool.

The ratings used here will be: Mandatory Highly Desirable Desirable Optional Provision has been made within the document for the selected vendors to show the technical complexity of those requirements needed in the tool. The report will also include a high-level way forward for <>on moving forward with an implementation of ITSM processes using the ITIL Framework. Service Level Management The Service Level Management (SLM) process is responsible for ensuring Service Level Agreements (SLAs) and underpinning OLAs (Operational Level Agreements) or contracts are met and for keeping any adverse impact on service quality to a minimum.

The process is involved in assessing the impact of changes upon service quality and SLAs, both when changes are proposed and after they have been implemented.

Some of the most important targets set in the SLAs will relate to service availability and thus require incident resolution within agreed periods.

SLM is the hinge for service support and delivery.

By itself, it cannot function as intended and relies on the other processes being in place, and working effectively and efficiently.

An SLA without underpinning support processes is useless as there is no basis for agreeing content. # Description Business Benefit Technical Complexity Requirement The ITSM tool will have a Service Level Management module. — To successfully implement ITSM tools that will provide a benefit within your organisation, it is vitally important to have a clear understanding of the purpose of the tool and how you want it to work for you.

ITSM tools are an important asset within an organisation but they should not be considered an end in themselves. The ITSM tool should be considered as being part of a larger picture.

It is necessary to ensure that the combination of technology, processes and people are integrated and meet the needs of the Customer. The ultimate purpose of an ITSM tool is to bring efficiencies to your processes through automation, communication, data capture, and consequently better reporting. When implementing ITSM tools, looking at the way your processes work and your need for management information should always be your starting point.

It should be recognised that during an implementation the most likely thing to occur is that the tool will be designed the same way as the current processes and tools. If your processes are not ideal or not aligned to the needs of the business, then a tool implementation has the very obvious danger of implementing new technology to do the same thing you are doing now, providing you with no added benefit. Adopting IT Service management principles should be considered as a way forward in mitigating the above risk and also help in delivering business aligned IT Services.

IT Service Management principles and their processes are contained within the ITIL Framework. The following diagram illustrates the issues that have to be considered during an ITSM Process Project. Understanding these complexities lead us to the creation of the following simple model, regarding process adoption focused on the ITIL Framework.

We use a structured approach to help increase the efficiency and effectiveness of the IT organisation. The approach is built up out of the following phases: Feasibility study Awareness campaign (ongoing) Planning Implementation Management, aftercare, review In line with the above approach it is important to establish a longer term vision to progress the ITSM maturity in line with current and future business requirements.

One such method is the 5 Pillars of Strategic IS Management. The 5 Pillars are: Setting Direction Implementing Plans

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Accredited ITIL Foundation, Intermediate and Expert Certifications

Accredited ITIL Foundation, Intermediate and Expert Certifications, Learn more about ITIL HERE:

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