IT Service Management: A set of specialized organizational capabilities for providing value to customers in the form of services.
Capabilities: The
ability of an organization, person, process, application, CI, or IT service to carry
out an activity. Capabilities can be described as:
• The functions and processes utilized to manage services.
• Intangible assets of an organization that cannot be purchased, but must
be developed and matured over time. The
ITSM set of organizational capabilities aims to enable the effective and
efficient delivery
of services to customers.
Resources: A
generic term that includes IT Infrastructure, people, money or anything else
that might help to deliver an IT service.
Resources are also considered to be tangible assets of an organization.
Process: A set of coordinated activities combining and implementing resources and
capabilities in order to produce an outcome
and provide value to customers or stakeholders.
Processes are strategic assets when they create competitive advantage and market differentiation. They may define
roles, responsibilities, tools, management controls, policies, standards,
guidelines, activities, and work instructions if they are needed.
Service: A means
of delivering value to customers by facilitating outcomes customers want to
achieve without the ownership of specific costs or risks
Process Owner: The
person responsible for ensuring that the process is fit for the desired
purpose and is accountable for the outputs of
that process.
Service Owner: The
person who is accountable for the delivery of a specific IT Service. They
are responsible for continual improvement and
management of change affecting Services under their care.
Process Manager:
The person was responsible for the operational
management of a process. There may be several Managers for the one process. They
report to the ProcessOwner.
Internal ServiceProviders:
An internal service provider that is embedded
within a business unit e.g. one organization within each of the business
units. The key factor is that the services
provide a source of competitive advantage in the market space the business exists in.
Shared service providers:
An internal service provider that provides
shared IT service to more than one business unit e.g. one IT organization to
service all businesses in an umbrella organization. IT Services typically don’t
provide a source of competitive advantage, but instead, support effective and efficient business processes.
External Service Providers:
A service provider that provides IT services to
external customers.e. outsourcing
Business Case: A
decision support and planning tool that projects the likely consequences of a
business action. It provides justification
for a significant item of expenditure. Includes information about costs,
benefits, options, issues, risks, and possible problems.
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