1.3 Service management
Service management is more than just a set of capabilities.
It is also a professional practice supported by an extensive
body of knowledge, experience and skills. A global community
of individuals and organizations in the public and private sectors
fosters its growth and maturity.
1.4 IT Service management
IT Service Management is the implementation and management
of quality IT services that meet the needs of the business.
IT service management is performed by IT service providers (to
internal or external customers) through an appropriate mix of
people, process and information technology.
IT service management make use of best practices i.e., a
set of generic (high level) guidelines based on the successful
experiences of a number of organizations, in service management,
adapt and apply for the business to save cost and improve quality.
Good practice could be either an application of best practice,
or an input into best practice.
1) Types of IT Service Providers.
a) Type I: Internal Service Provider – service providers
located within the business unit, maybe several internal
service providers within an organization.
b) Type II: Shared Services Unit – supports several business
units, e.g. centralized IT department.
c) Type III: External Service Provider – delivers services
to external customers
1.5 Stakeholders in service management
Stakeholders are individuals or groups that have an interest
in an organization, service, or project and are potentially
interested or engaged in the activities, resources, targets,
or deliverables from service management.
1) There are two types of stake holders they are:
Internal stakeholders: within the service provider organization.
External stakeholders: outside customers, users, suppliers
(vendors, network providers)
1.6 Processes, functions and role
1) 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.
a) The four key characteristics of a process are:
Measurability: We are able to measure the process in
a relevant manner. It is performance driven. Managers want
to measure cost, quality and other variables while practitioners
are concerned with duration and productivity.
Specific results: The reason a process exists is to deliver
a specific result. This result must be individually identifiable
Customers Every process delivers its primary results
to a customer or stakeholder. Customers may be internal
or external to the organization, but the process must meet
Responsiveness to specific triggers While a process may
be ongoing or iterative, it should be traceable to a specific
1) Function is a team or group of people and the tools
or other resources they use to carry out one or more processes
or activities – for example, the service desk.
2) In larger organizations, a function may be broken
out and performed by several departments, teams and groups,
or it may be embodied within a single organizational unit
3) In smaller organizations, one person or group can
perform multiple functions – for example, a technical management
department could also incorporate the service desk function.
1) Role is a set of responsibilities, activities and authorities
granted to a person or team. One person/team can take up several
roles in different context. e.g. change management role, capacity
a) Defined roles in ITIL:
Group – a number of people performing similar activities,
not formal structure
Team – a more formal structure for people working together
with a common objective
Department – a formal organizational structure with a
Division – a number of departments forming a self-contained