Service Management In ITIL

IT SERVICE MANAGEMENT IN ITIL --  Service Management defined as  a set of specialized capabilities for delivering value to customers in the form of services. ITIL is a framework for IT Service Management. ITIL Service management implement Good practices that have withstood the test of time. Good Practices may come from a number of sources including : Standards ,Public frameworks ,Academic research ,and Proprietary knowledge.

ITIL Service management structured by five  service lifecycle . Every phase of lifecycle have specifics process, function, and roles . ITIL Service Management  also pays attention to the relationship between processes and functions, to standard roles which are particularly important to a good ITSM effort, and to ways of properly allocating roles to any task or activity.

ITIL  Processes

Processes are structured sets of activities designed to achieve a specific objective. Processes have four basic characteristics:
1. They transform inputs into outputs
2. They deliver results to a specific customer or stakeholder
3. They are measurable
4. They are triggered by specific events

ITIL Process Service Management

ITIL® addresses a number of specific processes associated with each lifecycle phase, but also discusses processes in terms of their generic structure shown in the three-layered model below.

• Process Control, such as process policies, ownership, documentation, review programs, etc. - The Process itself including process steps, procedures, work instructions, roles, triggers, metrics, inputs, and outputs.
• Process Enablers such as resources and capabilities required to support the process.

Lifecycle Phase	Processes
Service Strategy	· Service Strategy · Service Portfolio Management · Demand Management · Financial Management
Service Design	· Service Catalog Management · Service Level Management · Availability Management · Capacity Management · Service Continuity Management · IT Security Management · Supplier Management
Service Transition	· Change Management · Service Asset and Configuration Management · Release and Deployment Management · Transition Planning and Support * · Service Validation and Testing * · Evaluation * · Knowledge Management *
Service Operation	· Incident Management · Problem Management · Event Management · Service Request Fulfillment · Access Management
Continual Service Improvement	· The Seven Step Improvement Process

ITIL process in lifecycle Phase

ITIL Functions

Functions are self-contained subsets of an organization intended to accomplish specific tasks. They usually take the form of a team or group of people and the tools they use. Whereas processes help organizations accomplish specific objectives--often across multiple functional groups--functions add structure and stability to organizations.
Functions generally map fairly directly to the organizational chart of an organization and are usually supported by budgets and reporting structures. Processes, by contract, typically do not have budgets and reporting structures. Both functions and processes involve roles.

ITIL ROLES

ITIL Process Owner

 

Roles are defined collections of specific responsibilities and privileges. Roles may be held by individuals or teams. Individuals and teams may hold more than one role. ITIL® emphasizes a number of standard roles include, most importantly:

• Service Owner -- Accountable for the overall design, performance, integration, improvement, and management of a single service.
• Process Owner -- Accountable for the overall design, performance, integration, improvement, and management of a single process.
• Service Manager -- Accountable for the development, performance, and improvement of all services in the environment.
• Product Manager – Accountable for development, performance, and improvement of a group of related services.