This process defines the:
- Perspective
- Position
- Plans
- Patterns
for internal and external Service Providers for their services and the management of the same.
Scope
The IT Service Provider takes its orientation on the aims and business roadmap of the business itself. For providing the service, the Service Provider must ensure a consistent set of services which support all levels of the business side.
Activities
Service Management for IT Services consists of some core activities, which are integrated into each other:
- Strategic Assessment (e.g. SWAT analysis)
- Internal environment (existing services, financial plans, skills, etc.)
- External environment (Customer relations, markets, supplier, provider, competitior, etc.)
- Elaboration of the Strategy
- The Strategy define the business opportunities, services provide the possibility to embrace them
- Execution of the Strategy
- ITSM processes are the system to manage services
- ITSM processes define the plan of action how to manage services
- ITSM processes manage the provided services via its tools, actions and supporting ressources
Critical Success Factors
Please note that the following items are examples:
- CSF: Availability of information
- KPI: Results of strategic assesments are based on valid information
- CSF: The ability to identify restrictions at service provides and abate it
- KPI: Arrangements and resolts with relevance to the strategy and given restrictions exists
- CSF: Comprehension of perspective and positions at all levels
- KPI: Employees know the vision, mission and competition strategy
- KPI: Employees know their plans and how their work supports the given strategy