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:

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