CONCEPT OF SERVICE <br />work done by one person or group that benefits another.<br />an act of help or assistance.<br />employment in or work for another<br />
SERVICE MANAGEMENT<br />Service Management is integrated into Supply Chain Management as the joint between the actual sales and the customer. The aim of high performance Service Management is to optimize the service-intensive supply chains, which are usually more complex than the typical finished-goods supply chain. Most service-intensive supply chains require larger inventories and tighter integration with field service and third parties.<br />
IT SERVICE MANAGEMENT<br />IT Service Management (ITSM) is a discipline for managing information technology (IT) systems, philosophically centered on the customer's perspective of IT's contribution to the business. ITSM stands in deliberate contrast to technology-centered approaches to IT management and business interaction.<br />
COMPONENTS<br />Two main components:<br />Service Support – five processes that provide support for day-to-day operation of IT services<br />Service Delivery – five processes that focus on long-term planning and improvement of IT services<br />
Service Delivery:-<br />Service level Management.<br />Financial Management.<br />Capacity Management.<br />IT Service continuity Management.<br />Availability Management.<br />
GOALS:-<br />Ensure that IT services are aligned to the needs of customers and users.<br />Improve availability and stability of services.<br />Improve communication within IT and with users.<br />Improve efficiency of internal processes.<br />
Processes<br />Each ITIL process has associated:<br />Goals<br />Definitions<br />Activities<br />
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