| 2007-01-11 |
325KB |
PPT |
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INTRODUCTION TO
IT SERVICE MANAGEMENT
IT Service Management Objectives
ITIL is a Best Practice Framework used .....
To align IT services with the current and future needs of the business and its Customers
To develop the quality of the IT services delivered
To reduce the long term cost of service provision
Why Service Management
Increasing IT visibility and Reliance
Increasing demand from Business to deliver effective IT solutions/services (Cost Effective)
Increasing complexity of IT infrastructure and processes
Increasing competition
Increasing pressure to realise return on investment
Considerations
Do not be over ambitious
Consider what elements already exist, are in use and effective
Identify what can be re-used or needs to be developed
Adapt the guidelines to meet your requirementsProcess Improvement Model
Process Improvement Stages
Process improvement definition
Communication
Planning
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