Wednesday, October 3, 2012

02-4 Briefly explain what value service strategy provides to the business

1.1.4 Value to business

Selecting and adopting the best practice as recommended in this publication will assist organizations in delivering significant benefits. Adopting and implementing standard and consistent approaches for service strategy will:

02-3 Account for the purpose, objectives and scope of service strategy

1.1.1 Purpose and objectives of service strategy

The purpose of the service strategy stage of the service life cycle is to define the perspective, position, plans and patterns that a service provider needs to be able to execute to meet an organization’s business outcomes.

02-2 Describe the structure of the ITIL service lifecycle

1 Introduction

ITIL is part of a suite of best-practice publications for IT service management (ITSM).1ITIL provides guidance to service providers on the provision of quality IT services, and on the processes, functions and other capabilities needed to support them. ITIL is used by many hundreds of organizations around the world and offers best-practice guidance to all types of organization that provide services. ITIL is not a standard that has to be followed; it is guidance that should be read and understood, and used to create value for the service provider and its customers. Organizations are encouraged to adopt ITIL best practices and to adapt them to work in their specific environments in ways that meet their needs.

01-10 Explain the process model and the characteristics of processes

2.2.2 Processes

 Figure 2.5 Process model

01-9 Define processes and functions

2.2.2 Processes

Definition: process 

A 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.

Processes define actions, dependencies and sequence. Well-defined processes can improve productivity within and across organizations and functions. Process characteristics include:

01-8 Define and explain the concept of stakeholders in service management

2.1.5 Stakeholders in service management

Stakeholders have an interest in an organization, project or service etc. and may be interested in the activities, targets, resources or deliverables from service management. Examples include organizations, service providers, customers, consumers, users, partners, employees, shareholders, owners and suppliers. The term ‘organization’ is used to define a company, legal entity or other institution. It is also used to refer to any entity that has people, resources and budgets – for example, a project or business.

01-7 Define and explain the concept of IT service management

2.1.3 IT service management

Information technology (IT) is a commonly used term that changes meaning depending on the different perspectives that a business organization or people may have of it. A key challenge is to recognize and balance these perspectives when communicating the value of IT service management (ITSM) and understanding the context for how the business sees the IT organization. Some of these meanings are: