Service strategy service design service transition

Solo disponible en BuenasTareas
  • Páginas : 2 (344 palabras )
  • Descarga(s) : 0
  • Publicado : 13 de febrero de 2012
Leer documento completo
Vista previa del texto
ITIL On A Page
®
Lifecycle Phase
Service Strategy Service Design Service Transition Service Operation Continual Service Improvement

Objectives

● ●

● ●

Identify strategy, services,customers Exploit opportunities Understand assets

● ●



Design effective services Design for current and future needs Minimise rework

● ● ● ● ●

Plan and manage change Manage service riskDeploy services Set expectations Ensure value Provide knowledge

● ● ●

Maintain business satisfaction Manage outages Manage access to services

● ● ● ●

Improve services Improve costeffectiveness Meet changing business needs Quality management

Key Concepts

● ● ●

Customers Service economics Sourcing

● ● ● ●

5 Major Aspects Holistic design Balanced design Constraints



●● ●

Service Transition Policies Emotional impact Organisational change

● ● ● ●

Service optimisation Balance in operations Operational health Provide good service Common activities

● ● ● ●●

Measurement Baselines Service Assessment Governance Return on Investment

● ●

Processes

● ●

● ●

Service Portfolio Management Financial Management Strategy Management for ITServices Demand Management Business Relationship Management

● ● ● ● ●





Design Coordination Service Catalogue Management Service Level Management Availability Management Capacity Management ITService Continuity Management Information Security Management Supplier Management

● ● ●



● ● ●

Transition Planning and Support Change Management Service Asset and Configuration ManagementRelease and Deployment Management Service Validation and Testing Change Evaluation Knowledge Management

Incident Management Problem Management ● Access Management ● Request Fulfilment ● EventManagement Functions: ● Service Desk ● Application Management ● Technical Management ● IT Operations Management
● ●



7 Step Improvement Process

Models
● ●

Kano Model 4 Ps

● ●

Change...
tracking img