What is IT Service Management in ITIL V3? ITIL Course
IT Service Management
Services are a mean of delivering value to customers by facilitating the outcomes customers want to achieve without the ownership of specific costs and risks.
Service Management is defined as “a set of specialized organizational capabilities for providing value to customers in the form of services”. These capabilities include functions and processes outlined in the strategy, design, transition, operation and continual improvement phases. The service management creates value from the organization’s capabilities.
IT service management (ITSM) is defined as “the implementation and management of quality IT services that meet the needs of the business”. IT service management is performed by IT service providers through an appropriate mix of people, process and information technology.
IT service provider is a service provider that provides IT services to internal or external customers.
Stakeholders in Service Management
Stakeholders have an interest in an organization, project or service etc. and may be interested in the activities, targets, resources or deliverables from service management.
Within the service provider organization there are many different stakeholders including the functions, groups and teams that deliver the services.
There are also many stakeholders external to the service provider organization, for example:
Third parties responsible for supplying goods or services that are required to deliver
IT services. Examples of suppliers include commodity hardware and software vendors, network and telecom providers, and outsourcing organizations.
Those who buy goods or services.
The customer of an IT service provider is the person or group who defines and agrees the service level targets. This term is also sometimes used informally to mean “user” – for example, ‘This is a customer-focused organization.’
Those who use the service on a day-to-day basis.
Users are distinct from customers, as some customers do not use the IT service directly.
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