ITIL is ITSM
IT Service Management
Service - is a meant of delivering values to the customers by facililating outcomes ,customer want to achieve without the ownership of specific costs and risks.
Capabilities - are set of functions and processes used to manage services. Capabilities are intangible assets of organization and can not be purchased, it must be developed and matured over time.
Processes - are set of coordinated activities combining and implementing resources and capabilities in order to produce an outcome and values to the customer.
Processes become strategic assets when they create competitive advantage and market differentiation.
Processes are
Service Owner - is responsible for for continual improvement for the services under their care.
Process Owner - is accountable for the outputs of the nominated process.
Process Operators - is responsible for normal execution of process activities.
System Architect - is responsible for designing the technical infrastructure needed for the services.
Customer - has the authority to negotiate with it department for the provision of services.
For example - PIZZA - if want to eat pizza , there are two ways to get it - either you prepare it yourself and take the ownership of cost and risk involved in preparation or you take the services of Pizza Hut who are the one of the best pizza makers. Here in pizza hut , process is making pizza and delivering it to the customer , Cook is process owner , delivery manager is service owner , delivery boy is process operators , branch manager will be system architect.. and you are the customer.
IT Service Management
is a set of specialized organization capabilities to provide values to the customer in terms of services.
Service - is a meant of delivering values to the customers by facililating outcomes ,customer want to achieve without the ownership of specific costs and risks.
Capabilities - are set of functions and processes used to manage services. Capabilities are intangible assets of organization and can not be purchased, it must be developed and matured over time.
Processes - are set of coordinated activities combining and implementing resources and capabilities in order to produce an outcome and values to the customer.
Processes become strategic assets when they create competitive advantage and market differentiation.
Processes are
- measurable,
- deliver specific result,
- deliver outcomes for customer ,
- respond to specific event.
Service Owner - is responsible for for continual improvement for the services under their care.
Process Owner - is accountable for the outputs of the nominated process.
Process Operators - is responsible for normal execution of process activities.
System Architect - is responsible for designing the technical infrastructure needed for the services.
Customer - has the authority to negotiate with it department for the provision of services.
For example - PIZZA - if want to eat pizza , there are two ways to get it - either you prepare it yourself and take the ownership of cost and risk involved in preparation or you take the services of Pizza Hut who are the one of the best pizza makers. Here in pizza hut , process is making pizza and delivering it to the customer , Cook is process owner , delivery manager is service owner , delivery boy is process operators , branch manager will be system architect.. and you are the customer.
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