A Manager's Guide to IT Service Management by Jenny Dugmore

By Jenny Dugmore

* This e-book is meant to satisfy the necessity for a well-known, generally established publication on provider administration. * The managers' advisor offers a simple creation on how provider administration top practices and criteria may also help a merchant to bring companies that upload worth for purchasers on the correct price and chance. * It describes provider administration suggestions and the wider carrier administration panorama. * the purpose of this sixth variation is to considerably re-focus the fifth version to provide a broader established photograph of crucial carrier administration top practices, how they relate and the way they could (or can't) be used jointly.

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The differences between organizations can be greater than the similarities. Comparison with a ‘typical’ result might not be useful as a consequence. Direct comparisons with other organizations are most effective if there is a sufficiently large group of organizations with similar characteristics. It is 42 Audits and other assessments important to understand the size and nature of the business area. Factors to be considered include the geographic distribution and the extent to which the service is used for business or time critical activities.

The role of ‘responsible manager’ is given a wide variety of names, including service owner, service manager, heads of service, although none of these terms are used in the 2011 edition of Part 1. In Part 1, a responsible manager role assigns levels of authority and responsibility to other managers for each process and for stages of the process life cycle. These managers are often referred to as ‘process owners’. Collectively the top management, responsible manager, service owner(s) and process owners are the management team responsible for the SMS.

In ITIL, the value of a service is from combining two primary elements: − − Utility (fitness for purpose) – this is what the service does. It includes the functionality offered by a product or service to meet a need. Warranty (fitness for use) – this is how the service is delivered. It is an assurance that the service will be available when needed, with the necessary capacity and reliability in terms of continuity and security. Service requirements In the ISO/IEC 20000 series, ‘service requirements’ is a collective term for the needs of the customer and users of the service and the needs of the service provider.

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