ITIL and ITSM Approaches for Proper Management - Desklib
Added on 2019-09-30
10 Pages4165 Words237 Views
Service IT andManagementITECH-7400
WEEK 1 – Lecture Summary:This lecture is based on ITIL and ITSM approaches that are practiced in the IT organizations to meet the standards of IT market and have a proper management. There has been short discussion on what is good and bad practice. Overall ITIL framework, models and its core values are explained in this lecture. Let us summarize the lecture.There are some important keywords that have been defined like IT, Service, customer and user. Then ITSM is explained which include complete set of tasks that are necessary to provide services to the company, which includes various strategies and policies. ITSM has an influence on the industrial practices that are mandatory for well development of the organization.[ CITATION Osg06 \l 1033 ]To follow the standards of organization, there are some practices that have to be followed. They can be good or bad. It is always recommended to follow good practice. Letus have a look at both. A ‘best practice’ is way that makes the employees abide by those standards which follow the competence of the company. In other words making the organization full of those practices that makes the company an example that other companies look upto.Next we talk about ITIL in detail which is infrastructure library. It is not a technology or a standard; it is a framework which recommends following good practices in order to run the show smoothly. It puts a benchmark for the company and sets the limit which has to be met in order to meet the requirements of the client. It further improves the processes of the organization by steam lining them. There is also a small introduction to COBIT which means Control Objectives for Information and Related Technology. Provides both good-practice and best-practice frameworks for IT management and IT governance. COBIT has a broad perspective than ITIL when it comes to steam line the processes. It is not a technology or a standard; it is a framework which recommends following good practices in order to run the show smoothly. It puts a benchmark for the company and sets the limit which has to be met in order to meet the requirements of the client. It further improves the processes of the organization by steam lining them. It showcases the shape and structure of the organization. To fulfill the requirements, there are certain roles that need to be carried out by different individuals to sustain the processes. ITIL defines four generic roles: Process owner, process manager, process practitioner, and service owner. It is not a technology or a standard; it is a framework which recommends following good practices inorder to run the show smoothly. It puts a benchmark for the company and sets the limit which has
to be met in order to meet the requirements of the client. It further improves the processes of the organization by steam lining them. Week 2 – Lecture Summary:This outlines some important aspects of governance and risk. While delivering the services, there hasto be some strategies, design and transition to make the service work and meet the requirements of the client. Same has been discussed in this lecture. Governance is of paramount importance and is the influenced by the proper strategies and management and this is practiced widely all over the IT industries. It includes the list of good practices, strategies, well defined policies go run the organization smoothly.ITIL describes the framework of the governance that should be applied in the organizations. The ITIL is an outline that forms a major portion and lays the foundations for a perfect IT company. Governance in any company is influenced by such factors. IT is a way of doing business, and the adhering to ITIL guidelines contributes in an effective IT governance. With every service delivery, comes a factor called risk which is known to both the parties. Risk is the event that is possible to occur which has the potential to cause harm to the organization. An effective governance has a responsibility of properly managing the risks and tackle the issues so that no harm is caused to the organization.There are four Ps that make up the core of service strategy and they are: Strategy as a Perspective: Itdefines the perception and vision of the IT manager who foresees the upcoming opportunities and issues. Strategy as a Position: describes strategy in terms of IT service provider’s general approach toits service offerings (e.g. high value or low cost, emphasis on utility or warranty); Strategy as a Plan: describes the sequence of plans that will be executed to complete the project on time; Strategy as a Pattern: it shows the trend of the decisions that is taken by the manager of the IT company.Strategies are made according to the type of IT customer. They can be internal service provider: which are inside the business such as between the stakeholder and the service provider. It can be external IT customer such as different customers which are in competition with each other.There is a requirement of keen understanding of requirements in order to develop an effective strategy. All the new services which are being developed has to get fit in the existing framework in order to suffice the requirements of the customer.
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