A Manager's Guide to IT Service Management by Jenny Dugmore

By Jenny Dugmore

* This booklet is meant to satisfy the necessity for a familiar, largely established publication on carrier administration. * The managers' advisor offers a easy advent on how carrier administration top practices and criteria might help a merchant to convey companies that upload price for patrons on the correct fee and hazard. * It describes carrier administration techniques and the wider carrier administration panorama. * the purpose of this sixth version is to considerably re-focus the fifth version to provide a broader established photo of crucial carrier administration most sensible practices, how they relate and the way they could (or can't) be used jointly.

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Process vs. function While there can be differences in procedures, at a high level processes are a common denominator across service providers. This is the case whatever the size or nature of the organization. A process can have a variety of names, depending on the service provider’s circumstances. g. the name given to a process that was implemented badly can have negative connotations. A single process name can be given to two processes that are very closely integrated, such as service level management and business relationship management.

Improves value for money and service quality. Assists in achieving compliance with regulations. Service provider is more responsive with services that are business led rather than technology driven. Projects plan better balancing of benefits against risks. More innovation through technology-enabled change. Good understanding of the customer’s requirements, concerns and business activities. Reliable support for business critical services. Resources available when required. Greater customer satisfaction with the service.

Staff that are involved in this way will buy into the planned changes because they understand the benefits and how they personally will be affected. A good project or programme management method should be used to ensure that the objective and benefits of service management are achieved within time, cost and quality constraints. Planning which approach to establishing the SMS is most suitable should take into account the following checklist items. Strategic perspectives 1. Business need for the new or changed service management processes.

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