itSMFI 2016 Forum Focus - September Forum Focus ITSMFI Sept 2016 | Page 7

configuration management, change management, problem management, capacity planning, availability management, and disaster recovery used to optimize operations. strategy includes the following processes: strategy management for IT services, service portfolio
Outside of IT, the concept of service management was, and still is, relevant to all service providers. The 1984 book“ Service Management: Strategy and Leadership in the Service Business” by Richard Normann, often referred to as one of the foundations of servicebased thinking and service management excellence, is another source of service management, and thus ITSM, advice.
So while ITSM owes a huge debt to ITIL, its origins can be found in both traditional IT operations’ best practices and the wider service provider community. ITIL – the ITSM Best Practice Framework
ITIL is an ITSM best practice framework, formerly known as the“ IT Infrastructure Library.” It is now considered to be the most popular source for ITSM information and advice.
ITIL is officially described as:
“… the most widely accepted approach to IT service management in the world. ITIL can help individuals and organizations use IT to realize business change, transformation, and growth.” Source: https:// www. axelos. com / itil
ITIL was built on the concepts of: �
Not providing IT per se; instead provide ITbased services that support and enable business processes Customers / end users consume IT as a service rather than as IT components or IT team outputs IT needs to be managed as a service
ITIL 2011 contains 26 ITSM processes, however, as with ITIL v3 and v2 before it, ITIL 2011 is designed to be used based on what is needed – an“ adopt and adapt” approach rather than blindly trying to introduce all of its 26 ITSM processes.
ITIL also advocates that these IT services are aligned to the needs of the business and support its core processes. ITIL also helps IT service providers to understand demand, manage expectations, and ensure that service-delivery is fit-for-purpose. ITIL’ s best practices are currently divided up between, and detailed within, five core books:
Service Strategy –“ A stage in the lifecycle of a service. Service strategy defines the perspective, position, plans and patterns that a service provider needs to execute to meet an organization’ s business outcomes. Service
7 itSMFI Forum Focus— September 2016
management, financial management for IT services, demand management, and business relationship management.”
Service Design –“ A stage in the lifecycle of a service. Service design includes the design of the services, governing practices, processes and policies required to realize the service provider’ s strategy and to facilitate the introduction of services into supported environments. Service design includes the following processes: design coordination, service catalogue management, service level management, availability management, capacity management, IT service continuity management, information security management, and supplier management.”
Service Transition –“ A stage in the lifecycle of a service. Service transition ensures that new, modified or retired services meet the expectations of the business as documented in the service strategy and service design stages of the lifecycle. Service transition includes the following processes: transition planning and support, change management, service asset and configuration management, release and deployment management, service validation and testing, change