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Service Design Service Level Management in ITIL – ITIL Course

Service DesignService Level Management IntroductionThe Service Level Managementprocess improves business aligned IT service quality and instigate actions to eliminatepoor service.Purpose and ObjectivesService Level Management is responsible forensuring that goals and objectivesof the Service Strategy,Service Design and Service Operation meet internal as well as external targets.The purpose of the SLM processis to ensure that all current and planned IT services are delivered to agreed achievable targets. This is accomplished through a constant cycle of negotiating, agreeing, monitoring, reporting on and reviewing IT service targets and achievements, and through instigation of actions to correct or improve the level of service delivered.The objectives of ServiceLevel Managementare to:• Define, document, agree, monitor,measure, report and review the level of ITservi…

Service Design Design Coordination in ITIL – ITIL Course

Service DesignDesign Coordination IntroductionThe activities of the service design stage are detailed and complex. Only through well-coordinated action can a service provider hope to create comprehensive and appropriate designs that will support the achievement of the required business outcomes.Purpose and objectivesThe purpose of the design coordination process is to ensure the goals and objectiv…

Service Design Introduction in ITIL – ITIL Course

Service DesignIntroduction OverviewService Design is the service lifecycle phase that is responsible for designing appropriate, comprehensive and innovativeIT services.Service Design is the phase in the lifecycle following Service Strategy. In this perspective, Service Design has to meet the objectives of Service Strategy and apply the strategies into the design.PurposeThe purpose of the service design stage of the lifecycle is to design IT services, together with the governing IT practices, processesand policies to realize the service provider's strategy and to facilitate the introduction of these services into supported environments ensuring quality service delivery, customer satisfaction and cost- effective service provision.ObjectivesObjectives of Service Design include the following:• Design…

Service Design INDEX Content in ITIL – ITIL Course

Service DesignIntroduction Design Coordination &nbs…

Service Strategy Index content in ITIL – ITIL Course

Service StrategyIntroduction Service Strategy Process &nb…

Service Strategy Business Relationship Management in ITIL – ITIL Course

Service StrategyBusiness Relationship Management PurposeThe purpose of the businessrelationship managementprocess is two-fold:• To establish and maintain a business relationship between the service provider and the customer based on understanding the customer and its business needs.• To identify customer n eeds and ensure that the service provider is able to meet those needs as business needs change over time and between circumstances.Business relationship management ensures that the service provider understands these changing needs. Business relationship management also assists the business in articulatingthe value of a …

Service Strategy Financial Management in ITIL – ITIL Course

Service StrategyFinancial Management The Financial Management process provides cost effective management and control ofIT assets and financial resources used in providing IT services.PurposeThe purpose of financial management for IT services is to secure the appropriate level of funding to design, develop and deliver services that meet the strategy of the organization.ObjectivesFinancial Management generates meaningful critical performance data.Most importantly,this gives an organization insight in the cost of IT, and the cost of a specific service. This insight will help in determining investments and possible chargeback models.Financial Management deals with budgeting, planning, revenues, cost and market analysis. This helps in quantifying the value of IT services and value of service provisioning assets.ScopeFinancial management consists of three main processes:Budgeting: This is th…

Service Strategy Demand Management in ITIL – ITIL Course

Service StrategyDemand ManagementPurpose and ObjectivesThe purpose of Demand Management is to assist the IT Service Provider in understanding and influencing customer demand for services, and the provision of capacity to meet these demands.ObjectivesDemand Management aims at minimizing uncertainty in demand to avoid excess capacity.Demand Managementsupports Capacity Management by providing reliable planning data. It also tries to understandand possibly influence end-user behavior with regard toservice usage.Demand Managementavoids unused excess capacity and insufficient capacity.Key ConceptsPatterns of Business Activity (PBA’s)Customer assets such as people, processes and applications all performbusiness activities, and because of the way these assets areorganized or because of the tasks they are completing, this activity will tend to be …

Service Strategy Service Portfolio Management in ITIL – ITIL Course

Service StrategyService Portfolio Management PurposeService Portfolio Management (SPM) prioritizes investments and improves the allocation of resources.The purpose of service portfolio management is to ensure that the service provider has the right mix of services to balance the investmentin IT with the ability to meet business outcomes.The Service Portfolio represents the commitments and investments made by aService Provider across all customers and marketplaces.The Service Portfolio aims to answer the following questions:• Why should a customer buy these services?• Why should they buy these services from our IT organization?• What is the pricing and chargeback model?• How should the IT organization’s resources and capabilities be allocated?Objectives…

Service Strategy Service Strategy Process in ITIL – ITIL Course

Service StrategyService Strategy Process Main ActivitiesThe Service Strategy Process clearly defines the steps that should be taken before execution to minimize potential risks.Explanation of activities:• Define the market – to understand the customers and the opportunities• Develop offerings– to define which services should be offered• Develop strategic assets – to offer superior value throughservices• Prepare for execution– to specify the Service Portfolio and the requirements for other lifecycles, namely Service Design, Service Transition and Service OperationService Managementas a Strategic AssetStrategic assets are a set of distinct capabilities in offering superior va…