ITIL : Introduction - notes

1) Definition of a service - a means of delivering value to customers by facilitating outcomes customers want to achieve without the ownership of risks or costs.

lay man term : A user wants a service which can enhance their productivity/business and they don't want to know the details that happens behind the scene .. they don't want to know problems or costs involved!

2) IT is an enabler for business processes. IT exists primarily to support business processes and IT Services is considered a strategic asset.

3) Customers can get services from 3 types of service provider:
a) Internal Service Provider
b) Shared Services Unit
c) External Service Provider

4) IT Vision and mission must be align with the Business Vision and Mission.

5) Governance ensures that policies and strategies are implemented and the required process are followed.

6) IT Service Management - a set of specialised organizational capabilities for providing values to customers in the form of services. It supported by a knowledge, experience and skills. It is the effective and efficient, process driven management of quality IT services.

7)Process - a set of coordinated activities combining and implementing resources and capabilities in order to produce an outcome which directly or indirectly create values to the customer/stakeholder.

8) Processes are strategic assets when they create competative advantage or market differentiation.

9) Process owner - responsible to ensure their process performed according to the agreed and documented process and is meeting the aims of process definition.
How ? - KPIs
- Ensure process fit desired purpose
- responsible for process design [accountable]
- Ensure staff have required training in the process and are aware of their roles
within the process
- interfacing with line mgmt to ensure process receives needed staff resources.

10) Process Characteristics
a) measurable
b) specific results
c) delivers to customers
d) responds to a specific event

11) RACI MODEL- enabling decisions to be made with pace and confidence. It defines roles and responsibilities within the orgz.

R - responsible - many person can do the job
A - accountable - only one person is accountable
C - consulted - people who are consulted
I - informed - keep up to date of progress