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Delivery ITIL
Service
Delivery ITIL
Service is the management of the IT services themselves, and
involves a number of management practices to ensure that IT services
are provided as agreed between the Service Provider and the
Customer.
Delivery ITIL
Service consists of 5 disciplines. These
are:
- Service Level
Management
- Capacity
Management
- Contingency
Planning
- Availability
Management
- Cost
Management for IT Services
Delivery ITIL
Service is the management of the IT services themselves. The 5
recognized disciplines are:
- Service Level
Management: Service Level Management is the primary management of
IT services, ensuring that agreed services are delivered when and
where they are supposed to be delivered.
- Capacity
Management: Capacity Management is the discipline that ensures IT
infrastructure is provided at the right time in the right volume
at the right price, and ensuring that IT is used in the most
efficient manner.
- Contingency
Planning: Contingency planning is the process by which plans are
put in place to ensure that IT Services can recover and continue
should a serious incident occur. See the contingency planning page
for more information.
- Availability
Management: Availability Management is the practice of identifying
levels of IT Service availability for use in Service Level Reviews
with Customers.
- Cost
Management for IT Services: Cost Management is the discipline of
ensuring IT infrastructure is obtained at the most effective price
(which does not necessarily mean cheapest), and calculating the
cost of providing IT services so that an organization can
understand the costs of its IT services. Service Delivery processes
happen 'behind the scenes' to support frontline Support Services
like Desktop Support, the Service Desk and so on. The purpose of
Service Delivery is to show the links and the principal
relationships between all the Service Management and other
Infrastructure Management
processes.
Delivery ITIL
Service consists of:
- Capacity
Management ensures that an adequate level of IT capacity is
available to meet defined service levels. This process consists of
Capacity Management and Capacity Planning sub-processes, the
latter ensuring that future requirements are adequately planned
for, and can be met.
- Availability
Management monitors and reports on the IT infrastructure to ensure
that IT services are available as defined in service level
agreements. Similarly to the Availability process, it includes
both management and planning
sub-processes.
- Service Level
Management is the foundation of service provision and is closely
related to a many other ITIL processes. It defines the service
levels, the internal and external SLAs, service quality and
reporting plans and sets in place the measurement and monitoring
guidelines to ensure that service levels are met.
- IT Service
Continuity Management processes ensure that effective
risk-reduction and contingency plans are in place to counteract
the potential impact on IT infrastructure and customers, should a
disastrous incident occur.
- Financial
Management defines and controls the costs of provision of IT
services, and provides the potential to recover these costs from
customers, if desired
Delivery ITIL
Service Processes:
- Service Level
Management: Definition of a service catalogue; identifying,
negotiating, monitoring and reviewing service level agreements
(SLAs).
- Financial
Management for IT Services: Reviews of budgeting, charging and IT
accounting; analysis of running costs and charging policies.
- Availability
Management: Review of reliability, availability, resilience,
maintainability and serviceability, calculating availability,
review of planning, monitoring and reporting.
- Capacity
Management: Review of application sizing, workload, performance,
demand and resource management and their inputs to modeling,
definition of the capacity management database and contents of the
capacity plan.
- IT Service
Continuity Management: Re-view of business continuity, risk
analysis and risk management, defining assets, threats,
vulnerabilities and countermeasures (protection and recovery),
development, testing and maintenance of the IT Service Continuity
Plan, IT recovery options and management roles.
- ..underpinned
by Security Management
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