ITIL model five processes
1.) Service Strategy
What is the goal of service strategy?
Its goal is to provide organization the ability to
design
develop
and implement
Service management as a strategic asset and to think and act in a strategic manner.
It has three parts
* Service Portfolio Management (SPM)
This is where the company looks at its service portfolio to determine the need or desire for new services to be included or established services to be phased out gradually.
Why the word gradually
We are working in a professional world and have signed certain agreements, contracts. Therefore, we need to provide service as per above agreement.
* Financial Management and ROI
We also need to go through the process of financial feasibility and return on investment.
Like, if we gonna introduce a new service line............
watch out for ...........From where funds will be collected
Expected revenue, cost and profit
or if we are going to discontinue a service, then financial feasibility include penalty provisions, warranty provisions etc.
* Demand Management
Look out for demand in the market for service going to be offered.
like recently airtel has launched 4g services in india because internet users in india are increasing at a very fast pace.
It is not just demand from customers but also demand it will put on servicing organisations and other department of the company.
2.) Service Design
We will understand it in practical way
Goal: We have to design the service in such a way so as to successfully introduce the service into the line operations. So, considerations should be made from operational perspective.
What is the meaning of operational perspective
like * who and how many users will be using the application simultaneously.
* how many different browsers will be supported.
* what type of security will be used.
* how recovery will be made in case of disaster.
All above have to be discussed by application developers with operations management team to come out with an effective solution.
3.) Service Transition
Goal: Manage communication and commitment across the organisation
* It includes managing organisational changes and managing stakeholders expectations.
* This phase is also about documenting and recording the new service and its assets.
* Providing training and user acceptance.
PROCESS
i.e service transition comes after application has been developed.
For eg. development team has developed the application and application is going through user testing and acceptance.
Then, a change request has been made and the application is scheduled to be deployed.
The operations team has been trained to support new service and the service catalog has been updated with the agreed upon service level and operational levels and everything is setup to successfully introduce a new service into the production environment.
( We all know that development is different from production.)
4.) Service Operation
Simply stated, service operation is the ongoing management of the technology that is used to deliver and support service.
As in case of Airtel 4g services, technology include bandwidth management, 4g sim, billing system etc.
It also include management of day to day operations.
For eg. Application has been produced and deployed. Customers can now access new service. The operation team is monitoring application and they are responsible for restoring the service within 15 minutes in the event of failure according to service level agreement.
5.) Continual Service Improvement
Its purpose is to continually align and realign IT with business, strategic and operational objectives ensuring improved service level and avoiding any cost of (reducing quality and increasing risk).
Process
* Set Key Performance Indicators (KPI)
* Gather the data.
* Process and analyze data i.e. visualize trends in data set
* Are we meeting targets.
* Do we need corrective actions?
* Present the information in the form of charts etc.
* Implement corrective actions.
CA Mohit Jain
Mob: 08053881595
Email: camohitjain7@gmail.com
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