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01-3 Define and explain the concept of a service (SS 2.1.1)
ITILFND01 Service Management as a Practice 01-3 Define and explain the concept of a service (SS 2.1.1) There are a multitude of definitions for the term service. ITIL provides an excellent definition that covers much ground but truly understanding the concept of service management and running IT like a business requires more than just this […]
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The Four Aspects of IT Services, Aspect Two
If you have been struggling with building a services business, then ITIL has provided some help in the form of a new definition for services targeted to the business owner or leader of a services organization. It builds upon the conceptual economic definition of service and provides an excellent foundation for creating a service business. […]
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The Four Aspects of IT Services, Aspect One
IT service management is about delivering sustainable value to the business from the use of technology. It is not about defining the best process. It’s not about assigning process owners or service level managers. It is not about implementing a tool or resolving incidents or problems. It’s not even about managing change. It is about […]
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What is a Service
Service is an integrated composite that consists of a number of components, such as management processes, hardware, software, facilities and people that provides a capability to satisfy a stated management need or objective. IT services can be divided into customer/end-user facing IT services as well as services or sub-services that support customer facing IT services. […]
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Who Cares what a Process is?
Process is a series of related activities aimed at achieving a set of objectives in a measurable, usually repeatable manner. It has defined information inputs and outputs, consumes resources and is subjected to management controls over time, cost and quality. Processes are the basic building blocks of business. Companies make millions of dollars from creating […]
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Service Focus Trumps Technology Focus
Every IT organization is familiar with the natural boundaries for communication and cooperation that arise from organizing IT around technology specialties, which are often referred to as technology silos. In the past, there was good reason to organize IT in this fashion, with few drawbacks, since technologies were rarely interdependent and not often business critical. […]
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Services Have Types?
Service is an integrated composite that consists of a number of components, such as management processes, hardware, software, facilities and people that provides a capability to satisfy a stated management need or objective. IT services can be divided into customer/end-user facing IT services as well as services or sub-services that support customer facing IT services. […]
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Customers Want Business Services from IT
Information Technology Service Management (ITSM) embodies the idea that the IT department is a service organization, delivering IT services to the business. As such, IT should be focused on creating and delivering IT services that are defined in business terms. For too long, IT has expected the business to learn technical language. This has led […]
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IT is Dead, Long Live IT
Fundamental progress has to do with the reinterpretation of basic ideas. – Alfred North Whitehead IT is a mere infant in the business world, having existed no more than a few decades. By contrast, professions such as accounting, production, economics, and marketing have been practiced for thousands of years, with at least three hundred years […]