IT Service Management

Processes of Service Support and Service Delivery in IT Service Management

Support for process modelling according to ITIL (V3, ITIL Service Lifecycle) is available also (ITIL Expert, APMG).

Content:

  • ISO/IEC 20000-1 : 2011 as the standard to show compliance to ITIL criteria
  • Framework for a management system
  • 6 processes for service design and management
  • Relationship with customers and suppliers
  • Incident and problem management
  • Control processes: configuration, change, implementation
  • Release management

ITIL compliance will be demonstrated by the use of the self assessment questionaire.

  • Structure of the questionaire for 13 processes
    • Requirements for a management system
    • Planning and implementing service management (PDCA)
    • Planning and implementing new or changed services
    • Service delivery processes (SLM, SerRep, ITSerCon&AvM, BudAcc, CapM, InfoSec)
    • Relationship processes (BusRelM, SupM)
    • Resolution processes (IncM, ProbM)
    • Control processes (ConfM, ChgM)
    • Release processes (RelM)
  • Code of practice from ISO/IEC 20000-2 : 2012
    • Summary for the management
    • Guide line and recommendations for the implementation and process modelling
  • Effects of the integration into an existing management system
    • Management manual includes IT Service Management
    • Method for process modelling aligned with quality management
    • Role descripitions are consistent to those already existing
    • Key performance indicators against the established reporting system

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