2) IT service is a service provided by an IT service provider. The IT service is made up of a combination of information technology, people and processes. A customer-facing IT service directly supports the business processes of one or more customers and its service level targets should be defined in a service level agreement. Other IT services, called supporting services, are not directly used by the business but are required by the service provider to deliver customer-facing services. IT Services consist of taking care the design, implementation and maintenance of all the components that are required to fulfill a business objective for the users (i.e. IT and business integration, not just IT and business alignment).
a)Values of IT services
b)Types of IT services:
There are three types of IT services according to customer types:
Service management is more than just a set of capabilities. It is also a professional practice supported by an extensive body of knowledge, experience and skills. A global community of individuals and organizations in the public and private sectors fosters its growth and maturity.
IT Service Management is the implementation and management of quality IT services that meet the needs of the business. IT service management is performed by IT service providers (to internal or external customers) through an appropriate mix of people, process and information technology.
IT service management make use of best practices i.e., a set of generic (high level) guidelines based on the successful experiences of a number of organizations, in service management, adapt and apply for the business to save cost and improve quality.
Good practice could be either an application of best practice, or an input into best practice.
1)Types of IT Service Providers.
Stakeholders are individuals or groups that have an interest in an organization, service, or project and are potentially interested or engaged in the activities, resources, targets, or deliverables from service management.
1)There are two types of stake holders they are:
1)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)The four key characteristics of a process are:
1)Function is a team or group of people and the tools or other resources they use to carry out one or more processes or activities - for example, the service desk.
2)In larger organizations, a function may be broken out and performed by several departments, teams and groups, or it may be embodied within a single organizational unit
3)In smaller organizations, one person or group can perform multiple functions - for example, a technical management department could also incorporate the service desk function.
1)Role is a set of responsibilities, activities and authorities granted to a person or team. One person/team can take up several roles in different context. e.g. change management role, capacity management role
a)Defined roles in ITIL: