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IT Service Management
ITIL® and Your Organization
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Written by Philip L Yuson   

Why ITIL

  • Traditional IT management is focused on resources and technology.
  • Since technology changes rapidly, IT is continuously reorganizing to fit the organization to the technology.
  • IT service management focuses on process.
  • Processes are less likely to change despite improvements in technology. Processes also tend to be more results focused.
  • ITIL re-focuses the IT organization to going back to serve the organization.
  • It provides a common language that the customer and IT understands. This translates to less confusion and more effective communication.
 
IT Service Management
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Written by Philip L Yuson   

The main areas in IT service management are Service Support and Service Delivery. Within these areas are processes and a function.

Service Delivery is responsible for the overall quality of service. It is involved in management practices.

Service Support is the practice of disciplines that affect the day-to-day processes.

 
IT Service Level Management
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Written by Philip L Yuson   

Service Level Management Objective

  • Define business requirements that IT services must meet
  • Ensure that IT services are at an acceptable cost
  • Align IT strategy with business needs 
 
IT Availability Management
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Written by Philip L Yuson   

Objective 

  • Ensure that SLA's are met at reasonable cost.
  • Measure achieved availability
  • Continuous improvement of availability
 
IT Capacity Management
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Written by Philip L Yuson   

Objective

  • Provide required capacity at the right time and at the right cost 
 
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