ITIL Service Management Processes Service Delivery Set This post describe in brief the Service Delivery processes. These processes are generally referred to as “tactical” processes. Service Level Management This process provides the contact point between the IT organisation and the customer. Within the ITIL books, ‘the customer’ is defined as being the person who pays …
Category Archive: ITIL v2
Feb
11
Implementing ITIL Service Management: DO’s and DONT’s
Implementation Checklist DO: Perform a feasibility study first Use what is already good in the organisation Take it slowly Stay focused Appoint a strong project manager with end-to-end focus to drive this implementation program Be brave enough to ask for help when you need it Keep in mind that you are dealing with personal issues …
Feb
11
Implementing ITIL Service Management: cultural change
Cultural change A small part percentage of the implementation project will be about process design. Most of the challenge lies in cultural change and personal motivation of staff to use the end-to-end processes as the better way to do business. Any change leads to feelings of vulnerability and loss of control. These feelings generally manifest …
Feb
11
Implementing ITIL Service Management: a step by step approach
Implementing ITIL Service Management Check out the category to see more posts on Implementing ITIL Service Management. Introduction ITIL Service Management is something that impacts the entire IT organisation. Implementation of end-to-end processes can have a big impact on the way things are done and can initiate a lot of uncertainty and resistance with staff. …
Feb
11
ITIL: a best practice for IT service delivery
ITIL Overview The IT Infrastructure Library is a set of books with good practice processes on how to manage IT service delivery. The library consists of many books and CD-ROMs. The core set of material is the following set of seven tightly coupled areas: Service Delivery Service Support Security Management The Business Perspective Applications Management …
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