What is ITIL ?
ITIL is a public frame-work that describes the best practices in service management.
It provides a frame-work for the governance of IT ,the service wrap and focuses on the continual measurement and improvement of the quality of IT service delivered from both business and customer perspective.
Benefits of ITILV3 :
- Customer satisfaction :
Increased user and customer satisfaction with IT service
- Improved service availability :
It leads to increased business profits and revenue
- Financial saving :
Reduced work ,lost time ,improved service management and usage
- Improved time to market for new products and services .
- Improved decision-making and optimized risk
Introduction to service :
Service is work done by one person or group the benefits another
Eg : Cooking dinner
so we can define service as “Delivering value to customers by facilitating outcomes customers want to achieve without the ownership of specific costs and risks ”
Eg : A business unit say a sales unit wants to provide services through an online system. It involves setting up of IT infrastructure that includes technology ,people and various functions.
The sales unit does not want to get involved in this rather want somebody to take care of it . Also ,the business unit does not want to take ownership of infrastructure,the design complexity,the risks involved in it and costs incurred.
The service provider assumes ownership and allocates these costs ans risks to every unit of IT infrastructure that used by the business unit.
Why we should we manage services :
The origin of service management is in traditional service business such as airlines,banks etc. and started using IT Infrastructure to manage their business.This led to use of huge databases,networks,maintenance of huge infrastructure ,use of cutting edge technologies.So they migrated from traditional service management to IT service management. The service providers who provide IT services to these organizations could be their internal IT departments or external service providers. So there is a need to manage these services effectively and hence there is a need of defining functions and processes for mapping the service over their life cycle.
Definition of Service Management :
A set of specialized organizational capabilities for providing value to customers in the form of services.
The set of functions and processes for mapping services over the life cycle.
What is a Function :
A team or group of people and the tools they use to carry out one or more processes or activities.
Eg : Service desk is a function
What is a Process :
A structured set of activities designed to accomplish specific objective.
Eg : Change is a process
A set of responsibilities ,activities and authorities granted to a person or team.
Process Model :
A process is logically related series of activities conducted towards a defined objective. A process is followed to process the input to define output.The standards for each output should be defined so that the required quality is achieved. Processes are often described using procedures and work infrastructure.
Processes need to established right from the beginning and improved continuously.
Procedure is a description of logically related activities and who carries them out and may include stages from different processes.
A procedure defines who does what and various depending on the organization .
A set of work instructions define how one or more activities in a procedure should be carried out.
If the result of a process meets the define standard than the “Process is effective”
If the activities in the process are also carries out with minimum required effort ans cost then the “Process is sufficient”.
So the Aim of process management is to use planning and control to ensure that processes are effective and efficient.
What is challenge ?
To design the procedure which is efficient and effective processes,once defined should be enabled.
Without clear indicators ,it would be difficult for a process owner to determine whether the process is under control and of planned improvements are being implemented.So there is always process metrics associated with the process.
Characteristics of Processes :
Managers want to measure cost,quality and other variables while practitioners are concerned with the duration and productivity .
Specific result :
The reason a process exist to deliver a specific result . This result must be individually identified and countable,while we can count changes ,it is impossible to count how many service disks were completed.So change is a process and service desk is not,it is a function.
Every person delivers its primary result to a customer or stake holder.This may be internal or external to the organization but the process must meet their expectations.
Response to specific events:
While a process may be ongoing or iterative it should be traceable to specific trigger.
Till now we learnt all the basics need to study the life cycle of Service . Next blog i will explain the Service Life cycle.
Share your feedback and happy learning 🙂