IT service management
IT service management
The ITIL processes of IT service management
The IT Infrastructure Library(ITIL) contains tried-and-tested process descriptions for the efficient planning, investment, production and delivery of IT services to customers and their users. The totality of all these specialised organisational capabilities for creating added value for a customer in the form of IT services is referred to as IT service management.
The ITIL model for IT service management is based on the life cycle of an IT service. This begins with a suitable IT strategy, continues through the design phase and then transfers the new service into operation (service operation) together with the existing services in the transition phase. Overarching quality assurance (continuous service improvement) ensures quality improvements in all phases of the IT service's life cycle with the help of suitable key figures.
Service Strategy
The service strategy processes provide guidelines on how IT service management should be designed, developed and implemented. Applying the service strategy recommendations enables IT services to operate effectively and provide services that contribute to the University's value creation in a comprehensible manner. The primary objective of the service strategy is to enable IT services to consistently align themselves with the strategy. The processes serve this purpose:
Service Design
Service Design designs and develops new IT services that meet the specific requirements of the University's Presidential Board. In addition to designing new IT services, Service Design is also responsible for making changes and improvements to existing IT services. Service Design uses the following processes for this purpose:
Service Transition
In the service transition phase, IT services put new IT services into operation or expand existing ones. This process group ensures that the changes to IT services and IT service management processes are handled in a coordinated manner. The processes serve this purpose:
Service Operation
Service operations ensures that the IT services are provided effectively and efficiently once they have been put into operation. This includes answering user queries, eliminating operational faults, recognising technical errors at an early stage and, if necessary, developing solutions to problems. The procedures required for this are documented in these processes:
Continual Service Improvement
Continuous service improvement uses quality management methods to learn from past successes and failures. The three processes set in motion a closed, feedback loop for the continuous improvement of the effectiveness and efficiency of IT services and processes. This control loop is also specified in ISO 20000.
- The 7-Step Improvement Process
- Service Reporting
- Service Measurement