itSMFI 2016 Forum Focus - September Forum Focus ITSMFI Sept 2016 | Page 10

Continual service improvement :

26 . Continual service improvement ( CSI ) – 7-step improvement process . You can find out more about CSI by reading The Help You Need to Adopt Continual Service Improvement .

While there are 26 discrete ITIL processes , the reality is that some ITSM and ITIL processes are adopted more than others .

As with most statistics , the numbers vary by who you ask , but in most cases , ITSM / ITIL process adoption levels tend to be in the region of :

� Incident management – circa 95 % � Change management – circa 75 % � Problem management – circa 60 % � With the other ITIL-espoused ITSM processes having adoption levels ranging from 10-50 %

The Most Popular ITSM and ITIL Processes Defined

Note : In this section , all definitions are from the ITIL 2011 Glossary of Terms . communication with the users .”

The service desk should help to shorten the incident lifecycle , i . e . to resolve incidents more swiftly , to maximize business productivity . It should also make better use of the potentially limited IT support and resolution group resource ; with appropriate metrics and fit-for-purpose service desk or ITSM technology used to support and optimize both incident management and service request fulfillment . Ultimately improving customer service and business colleague ’ s perceptions of IT – the service desk , or IT help desk , is “ the business ’ s window into IT ” and a big contributor to how the internal IT organization is viewed by business peers .

Incident management – “ The process responsible for managing the lifecycle of all incidents . Incident management ensures that normal service operation is restored as quickly as possible and the business Impact is minimized .”

An incident is defined as : “ An unplanned interruption to an IT service or reduction in the quality of an IT service . Failure of a configuration item that has not yet affected service is also an incident – for example , failure of one disk from a mirror set .”

You can find out more about incident management by reading ITSM Basics : A Simple Introduction to Incident Management and 12 Tips For Getting Started With Incident Management .

Request fulfillment – “ The process responsible for managing the lifecycle of all service requests .”

A service request is defined as : “ A formal request from a user for something to be provided – for example , a request for information or advice ; to reset a password ; or to install a workstation for a new user .”

You can find out more about request fulfillment by reading 5 Service Request Catalog And Self-Service Tips .

The service desk is an ITSM function that employs two ITSM processes – incident management and request fulfillment . Service desk – “ The single point of contact between the service provider and the users . A typical service desk manages incidents and service requests , and also handles

10 itSMFI Forum Focus — September 2016

Change management – “ The process responsible for controlling the lifecycle of all changes , enabling beneficial changes to be made with minimum disruption to IT services .”

A change is defined as : “ The addition , modification or removal of anything that could have an effect on IT services . The scope should include changes to all architectures , processes , tools , metrics and documentation , as well as changes to IT services and other configuration items .”

The potential benefits of change management include :

�

Real financial benefits – by reducing the number of incidents and problems caused by failed changes , and the associated adverse business impact