How Is A Service Delivered Between Departments Of The Same Organization Classified

1.3 Service management

Service management is more just a set of capabilities. Information technology is also a professional person practice supported by an extensive body of knowledge, experience and skills. A global community of individuals and organizations in the public and individual sectors fosters its growth and maturity.

ane.4 IT Service management

IT Service Management is the implementation and management of quality IT services that run across the needs of the business. It service direction is performed by It service providers (to internal or external customers) through an advisable mix of people, process and it.

Information technology service management brand use of best practices i.e., a set of generic (high level) guidelines based on the successful experiences of a number of organizations, in service management, accommodate and apply for the business concern to relieve cost and improve quality.
Skillful practice could be either an awarding of best do, or an input into best practice.

1) Types of It Service Providers.

a) Blazon I: Internal Service Provider � service providers located inside the concern unit, maybe several internal service providers inside an organization.
b) Blazon Ii: Shared Services Unit � supports several business organisation units, due east.k. centralized Information technology department.
c) Type III: External Service Provider � delivers services to external customers

1.5 Stakeholders in service direction

Stakeholders are individuals or groups that have an interest in an system, service, or projection and are potentially interested or engaged in the activities, resources, targets, or deliverables from service direction.

one) In that location are 2 types of stake holders they are:

Internal stakeholders: within the service provider organization.
External stakeholders: outside customers, users, suppliers (vendors, network providers)

1.6 Processes, functions and role

Process

1) Process is a structured set of activities designed to achieve a specific objective. A procedure takes i or more divers inputs and turns them into defined outputs.

a) The four key characteristics of a process are:

Measurability: We are able to measure the process in a relevant manner. Information technology is performance driven. Managers want to mensurate cost, quality and other variables while practitioners are concerned with duration and productivity.
Specific results: The reason a process exists is to evangelize a specific event. This result must be individually identifiable and countable.
Customers Every process delivers its primary results to a customer or stakeholder. Customers may be internal or external to the organization, but the process must meet their expectations.
Responsiveness to specific triggers While a process may be ongoing or iterative, it should exist traceable to a specific trigger.

Function

1) Office is a squad or group of people and the tools or other resources they use to carry out one or more than processes or activities � for example, the service desk.
2) In larger organizations, a function may be broken out and performed by several departments, teams and groups, or it may be embodied within a single organizational unit of measurement
3) In smaller organizations, one person or grouping tin perform multiple functions � for case, a technical management department could besides incorporate the service desk function.

Role

1) Role is a fix of responsibilities, activities and government granted to a person or team. One person/team can take up several roles in different context. e.grand. change management office, capacity management role

a) Divers roles in ITIL:

Group � a number of people performing similar activities, not formal structure
Squad � a more than formal structure for people working together with a mutual objective
Section � a formal organizational structure with a hierarchical construction
Division � a number of departments forming a self-contained unit