Continue reading » No related posts. Related posts brought to you by Yet Another Related Posts Plugin.]]> What is Service Management?

To understand service management, we have to take a look at services, and at the way services management enables the delivery and management of these services for service providers.

A service is a means of delivering value to customers by facilitating outcomes customers want to achieve without the ownership of specific costs and risks.

Outcome is here meant to be an functional product or capability that enables a customer to achieve his business goals. It can mean an more effective way to work or a service that enables people to work ‘any time – any place – any where’.

The desired outcomes for the customer are the main reason why they would want to buy and use the service. The value of the service is directly related to how much it helps the customer achieve his business goals.

Service management is what enables a service provider to understand the services they are providing, to ensure that the services really do facilitate the outcomes their customers want to achieve, to understand the value of the services to their customers, and to understand and manage all of the costs and risks associated with those services. Service Management is a set of specialized organizational capabilities for providing value to customers in the form of services.

Service management is concerned with more than just delivering services. Each service, process or infrastructure component has a lifecycle, and service management considers the entire lifecycle from strategy through design and transition to operation and continual improvement.

The inputs to service management are the resources and capabilities that represent the assets of the service provider. The outputs are the services that provide value to the customers.

Effective service management is itself a strategic asset of the service provider, providing them with the ability to carry out their core business of providing services that deliver value to customers by facilitating the outcomes customers want to achieve.

Related articles on Wikipedia.org:

• Service management
• IT service management
• IT Service Management Forum
• Service Management Facility
• Business Service Management
• Application Service Management

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Continue reading » No related posts. Related posts brought to you by Yet Another Related Posts Plugin.]]> The ITIL Weblog is proud to present you the Powerpoint and PDF presentation about Problem Management process.  It took a while to publish this one, but as I told you we’ve been switching from hoster and that took some time. Enjoy this introduction.

Introduction to Problem Management

It is the intent of Problem Management to find Known Errors in the IT Infrastructure.

Everything you do within this process is focused on:

• Finding what the Known Error is (Problem Control & diagnosis)
• Identifying alternative solutions for the removal of the Known Error (Error control)
• Raising a request for change (RFC) to request for the deletion to happen
• Checks after a change is performed to see that the Known Error is gone

The Problem Management process also has an element of proactive troubleshooting. The concept here is to identify and facilitate the removal of errors before they manifest themselves as end-user complaints or queries.

The free download section

• Introduction to Problem Management (.PDF format created by OpenOffice)

The Buy-us-a-beer download section

• For access to the Buy-us-a-beer download section you need to log in or register!

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  (.PPT format created by OpenOffice)

Check out this cool video, found at YouTube.com:

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Continue reading » No related posts. Related posts brought to you by Yet Another Related Posts Plugin.]]> The next downloads added at the ITIL Weblog is a presentation of the Incident Management proces. The presentation is available in PDF format and in PPT format.

Introduction to Incident Management

This process is in place to get the end-user back to work – following an interruption to normal service delivery – as soon as possible. It is symptom-driven and the only concern is speed of response, and the continuation of the business process.

Incident Management uses information out of the Problem Management process (work arounds and Known Errors) and the Configuration Management process (linking Incidents to Configuration Items)

A large component of Incident Management is the administration and tracking of the incident itself.

The free download section

• Introduction to Incident Management (.PDF format created by OpenOffice)

The Buy-us-a-beer download section

• For access to the Buy-us-a-beer download section you need to log in or register!

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  (.PPT format created by OpenOffice)

Check out this cool video, found at YouTube.com:

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Continue reading » No related posts. Related posts brought to you by Yet Another Related Posts Plugin.]]> Today we’ve started with our download section. The first download available at the ITIL Weblog is about configuration management. We provide a download in PDF format and in the ODP format.

Introduction to Configuration Management

The main goal of Configuration Management it to provide information on the IT Infrastructure to all other processes and to the IT Management. Doing so it enables the control of the infrastructure by monitoring and maintaining information on:

• all the resources needed to deliver services
• Configuration Items (CI) status and history
• Configuration Item relationships

The goals, terminology and activities of configuration management are bundled in a PDF and ODP file. The PDF is in the Free Download Section, the ODP in the Buy-us-a-beer download section.

The Free download section

• Introduction to Configuration Management (.PDF format created by OpenOffice)

The Buy-us-a-beer download section

• Ready to use powerpoint presentation: Introduction to Configuration Management.
  Click the Buy-now button to directly download this presentation.

  For access to the Buy-us-a-beer download section you need to log in or register!

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Check the download page for instructions and a complete overview of available downloads.

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