The Basics: Important ITIL v3 Definitions
The following are very important to know:
1. A good practice is a set of proven activities or processes, widely and successfully used by multiple organizations. The ITIL framework is one such.
ITIL is one framework for delivering the Services. There are a heap of others, including MOF (Microsoft operational Framework) form Microsoft, CoBit (The Control Objectives for Information and related Technology) from ISACA and CMMi for Services from Carnegie Mellon. There also "private adapatations" by organizations like IBM (GDF: Global Delivery Framework) and HP (HP Service Management Framework). And the list goes on. But most of them has the roots firmly on the ITIL framework. There is no certification for Organizations for the ITIL framework. But there are certifications for ITSM for Organizations. eg.: ISO 20000, CMMi for Services etc.
Currently, only individual certifications are available for ITIL. From the foundation level to the Expert level.
2. An IT Service Provider provides IT Services to a Customer within a Business or for the Organization. The IT Service Provider may be part of the same Business as their Customer (Internal Service Provider), or part of another Business (External Service Provider). Whatever we discuss based on ITIL, is MEANT and are APPLICABLE for both of them.
The pillars of IT Service management are 4Ps, viz: People, Process, Products and Partners.
3. Service is a means of delivering value to Customers by facilitating Outcomes Customers want to achieve without the ownership of specific Costs and Risks.
Service Management is a set of specialized organizational capabilities for providing value to customers in the form of services. These capabilities include processes and functions.
The genesis of Services is no longer what the Service Provider is capable of producing (or delivering); it is the Business Outcome desired by the Customer. You would currently see such buzzwords as Business Service Management, which is a view of the Services in the Business/Customer's point of view.
Once paid by the customer, the risks and costs associated with the delivery of the Service are to be born by the Service provider, not longer by the Customer.
4. A Process is A structured set of Activities designed to accomplish a specific Objective. A Process takes one or more defined inputs and turns them into defined outputs. A Process may include any of the Roles, responsibilities, tools and management Controls required to reliably deliver the outputs. A Process may define Policies, Standards, Guidelines, Activities, and Work Instructions if they are needed.
The following are the characteristics of every process:
They are Measurable.
They deliver Specific results.
They MUST have Customers/ Stakeholders.
They respond to specific events (Triggers)
5. On the other hand a Function is a team or group of people and the tools they use to carry out one or more Processes or Activities. Examples: The Service Desk. The HR Department.
6. To deliver value through the Services to Customers, you need Service Assets. They consist of Resources and Capabilities. You pay and buy resources(eg.: Infrastructure, Applications, Information, Finance Capital, Servers and People), while you develop the capabilities (eg.: Management, Processes, Knowledge, Organization and People).
The Customers use their (Business) Assets along with the Service (IT) Assets for the value creation for their customers.
7. Service Owner of a particular service is accountable for the delivery of that particular service. The person is also accountable for
a)To deliver services as per the agreed (in the SLA) terms.
b)To identify opportunities for improvement.
c)For the overall quality of the process and oversees the management of and compliance with the processes, procedures, data models, policies, and technologies associated with the IT business process.
Is responsible for
a)Ensuring that a process is fit for purpose and for ensuring that all activities within the process are performed and for
b)The sponsorship, design, and Change Management of the process and its metrics.
8. Process Owner of a particular process is accountable
a) To Define & Review process strategies
b) To Assist/Help the process design
c) For the availability and updates of process documents
and
d) for the Definition, Compliance and Audit of the policies and standards for the process
Provision process resource.
They do not necessarily "perform" the process.
9. Value to Customers is defined as a sum of Utility (Fit for use) and Warranty (Fit for Purpose). Both are essential to deliver value.
10. A RACI (Responsible, Accountable, Consulted, informed) matrix is used to define the Roles and Responsibilities of an activity or a group of activities, in an Organization. Remember thet only one person must be accountable for an activity, while one or more people can perform (or can be Responsible) the same.
1. A good practice is a set of proven activities or processes, widely and successfully used by multiple organizations. The ITIL framework is one such.
ITIL is one framework for delivering the Services. There are a heap of others, including MOF (Microsoft operational Framework) form Microsoft, CoBit (The Control Objectives for Information and related Technology) from ISACA and CMMi for Services from Carnegie Mellon. There also "private adapatations" by organizations like IBM (GDF: Global Delivery Framework) and HP (HP Service Management Framework). And the list goes on. But most of them has the roots firmly on the ITIL framework. There is no certification for Organizations for the ITIL framework. But there are certifications for ITSM for Organizations. eg.: ISO 20000, CMMi for Services etc.
Currently, only individual certifications are available for ITIL. From the foundation level to the Expert level.
2. An IT Service Provider provides IT Services to a Customer within a Business or for the Organization. The IT Service Provider may be part of the same Business as their Customer (Internal Service Provider), or part of another Business (External Service Provider). Whatever we discuss based on ITIL, is MEANT and are APPLICABLE for both of them.
The pillars of IT Service management are 4Ps, viz: People, Process, Products and Partners.
3. Service is a means of delivering value to Customers by facilitating Outcomes Customers want to achieve without the ownership of specific Costs and Risks.
Service Management is a set of specialized organizational capabilities for providing value to customers in the form of services. These capabilities include processes and functions.
The genesis of Services is no longer what the Service Provider is capable of producing (or delivering); it is the Business Outcome desired by the Customer. You would currently see such buzzwords as Business Service Management, which is a view of the Services in the Business/Customer's point of view.
Once paid by the customer, the risks and costs associated with the delivery of the Service are to be born by the Service provider, not longer by the Customer.
4. A Process is A structured set of Activities designed to accomplish a specific Objective. A Process takes one or more defined inputs and turns them into defined outputs. A Process may include any of the Roles, responsibilities, tools and management Controls required to reliably deliver the outputs. A Process may define Policies, Standards, Guidelines, Activities, and Work Instructions if they are needed.
The following are the characteristics of every process:
They are Measurable.
They deliver Specific results.
They MUST have Customers/ Stakeholders.
They respond to specific events (Triggers)
5. On the other hand a Function is a team or group of people and the tools they use to carry out one or more Processes or Activities. Examples: The Service Desk. The HR Department.
6. To deliver value through the Services to Customers, you need Service Assets. They consist of Resources and Capabilities. You pay and buy resources(eg.: Infrastructure, Applications, Information, Finance Capital, Servers and People), while you develop the capabilities (eg.: Management, Processes, Knowledge, Organization and People).
The Customers use their (Business) Assets along with the Service (IT) Assets for the value creation for their customers.
7. Service Owner of a particular service is accountable for the delivery of that particular service. The person is also accountable for
a)To deliver services as per the agreed (in the SLA) terms.
b)To identify opportunities for improvement.
c)For the overall quality of the process and oversees the management of and compliance with the processes, procedures, data models, policies, and technologies associated with the IT business process.
Is responsible for
a)Ensuring that a process is fit for purpose and for ensuring that all activities within the process are performed and for
b)The sponsorship, design, and Change Management of the process and its metrics.
8. Process Owner of a particular process is accountable
a) To Define & Review process strategies
b) To Assist/Help the process design
c) For the availability and updates of process documents
and
d) for the Definition, Compliance and Audit of the policies and standards for the process
Provision process resource.
They do not necessarily "perform" the process.
9. Value to Customers is defined as a sum of Utility (Fit for use) and Warranty (Fit for Purpose). Both are essential to deliver value.
10. A RACI (Responsible, Accountable, Consulted, informed) matrix is used to define the Roles and Responsibilities of an activity or a group of activities, in an Organization. Remember thet only one person must be accountable for an activity, while one or more people can perform (or can be Responsible) the same.
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