Terminology 45946941 \h 73 Objective To provide <>with an ITSM (IT Service Management) Tools Requirement document based on the ITIL Service Support framework, supported by the Service Level Management process. 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:
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