ITILITIL Framework : Terminology PAGEREF _Toc190511234 h 59 Objective To provide < <….

HYPERLINK \l “_Toc190511227” 10.

Information Security Management PAGEREF _Toc190511227 \h 44 HYPERLINK \l “_Toc190511228” 11.

Interfaces PAGEREF _Toc190511228 \h 46 HYPERLINK \l “_Toc190511229” 12.

General PAGEREF _Toc190511229 \h 50 HYPERLINK \l “_Toc190511230” 13.

Reporting PAGEREF _Toc190511230 \h 53 HYPERLINK \l “_Toc190511231” 14.

Vendor PAGEREF _Toc190511231 \h 54 HYPERLINK \l “_Toc190511232” 15.

Workflow Management PAGEREF _Toc190511232 \h 56 HYPERLINK \l “_Toc190511233” 16.

A Way Forward PAGEREF _Toc190511233 \h 57 HYPERLINK \l “_Toc190511234” 17.

Terminology PAGEREF _Toc190511234 \h 59 Objective To provide <>with an ITSM (IT Service Management) Tools Requirement document based on the ITIL framework. 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 Design 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 important elements of the ITIL Version 3 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: — To successfully implement ITSM tools that will provide a benefit within your organization, 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 organization 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. Understanding the 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 organization. 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

Read more about ITIL Framework : Terminology PAGEREF _Toc190511234 h 59 Objective To provide < <….:

Accredited ITIL Foundation, Intermediate and Expert Certifications

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

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