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It Service Management

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  • 1. IT SERVICE MANAGEMENT
  • 2. CONCEPT OF SERVICE
    work done by one person or group that benefits another.
    an act of help or assistance.
    employment in or work for another
  • 3. SERVICE MANAGEMENT
    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.
  • 4. IT SERVICE MANAGEMENT
    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.
  • 5. COMPONENTS
    Two main components:
    Service Support – five processes that provide support for day-to-day operation of IT services
    Service Delivery – five processes that focus on long-term planning and improvement of IT services
  • 6. Service Support:-
    Change Management.
    Release Management.
    Problem Management.
    Configuration Management.
    Incident Management.
  • 7. Service Delivery:-
    Service level Management.
    Financial Management.
    Capacity Management.
    IT Service continuity Management.
    Availability Management.
  • 8. GOALS:-
    Ensure that IT services are aligned to the needs of customers and users.
    Improve availability and stability of services.
    Improve communication within IT and with users.
    Improve efficiency of internal processes.
  • 9. Processes
    Each ITIL process has associated:
    Goals
    Definitions
    Activities