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IT Service management


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This SlideShare focuses on some key points of IT Service Management and strategies to deliver successful Service Management while following industry practices.

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IT Service management

  1. 1. IT Service Management
  2. 2. Technology alone does not deliver a good service. Technology needs to be managed in order to meet customers needs
  3. 3. SERVICE MANAGEMENT • The focus in IT has moved from technology to service and customer focus • Provide value to the customer, develop and maintain customer relationship SERVICE: 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
  4. 4. SOURCES OF INDUSTRY MANAGEMENT PRACTICES Industry practices and Training & Education are among the common sources, organizations consider to deliver successful Service Management
  5. 5. ITIL – INFORMATION TECHNOLOGY INFORMATION LIBRARY • Best practice for Service Management • Globally adopted in many organizations • Add value to organizations. Ex: ISO20000
  6. 6. Core Services: • Delivers the basic outcomes desired by one or more customers • A value driven service, the customer wants and wishes to pay for Enabling Services: • Need to be in place for the core services to be delivered Enhancing Services: • Non-essential services • Service providers need to review their enhancing services regularly
  8. 8. G.E.Q.R – GATHER, EXECUTE, QUALITY TEST, REFINE GATHER REQUIREMENTS: • Collaborate with clients to identify their specific requirements • Design the optimal plan EXECUTE: • Share requirements with associates and start the project • Work closely with our team to produce the best results QUALITY TEST: • Identify missed opportunities • Document and test new areas REFINE: • Integrate new changes and update process as necessary