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Responding to growing dependence on IT, the UK Government's Central Computer and Telecommunications Agency (CCTA) in the 1980s developed a set of recommendations designed to standardize IT management practices across government functions, built around a process model-based view of controlling and managing operations often credited to W. Edwards Deming and his plan-do-check-act (PDCA) cycle.
In the ITIL model, a 'Service' is defined as, "A means of delivering value to customers by facilitating outcomes customers want to achieve without the ownership of specific costs and risks." [ 2 ] The meaning is thus highly business-focused and assumes some degree of outsourcing , although this may just be outsourcing from within the functional ...
The IT Service Management Forum (itSMF) is an independent, international, not-for-profit organization of IT service management (ITSM) professionals worldwide. [1] Around the operation of IT services the itSMF collects, develops and publishes best practices, supports education and training, discusses the development of ITSM tools, initiates advisory ideas about ITSM and holds conventions.
A service desk is a primary IT function within the discipline of IT service management (ITSM) as defined by ITIL. It is intended to provide a Single Point of Contact (SPOC) to meet the communication needs of both users and IT staff, [7] and also to satisfy both Customer and IT Provider objectives.
ISO/IEC 20000 is the international standard for IT service management.It was developed in 2005 by ISO/IEC JTC1/SC7 and revised in 2011 and 2018. [1] It was originally based on the earlier BS 15000 that was developed by BSI Group.
The risk management strategy depends on the situation as is displayed in Figure 7. When all the situational factor values are determined it is possible to determine the overall complexity and uncertainty of the service. These two factors can be used by the manager for the Design of the service delivery strategy.
Lead supplier as service integrator: One of the clients's existing service providers is responsible for service integration in addition to its original service delivery responsibilities. External service integrator : An independent third-party company is responsible for service integration without additional service delivery responsibilities.
There are 4 processes within the Application Support cluster. The processes in the Service Organisation cluster support the daily use of the information systems. The processes in this cluster are: Use Support; Configuration Management; IT Operation Management; Continuity Management; These processes have as well been defined in the ITIL framework.
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