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Service Strategy, Business Relationship Management in ITIL, ITIL Course

Service Strategy, Business Relationship Management in ITIL, ITIL Course Service Strategy Business Relationship Management Purpose The purpose of the businessrelationship managementprocess is two-fold: • To establish and maintain a business relationship between the service provider and the customer based on understanding the customer and its business needs. • To identify customer needs and ensure that the service provider is able to meet those needs as business needs change over time and between circumstances. Business relationship management ensures that the service provider understands these changing needs. Business relationship management also assists the business in articulatingthe value of a service. Objectives The objectives of business relationship management include: • Ensure high levels of customer satisfaction, indicating that the service provider is …

Service Strategy, Financial Management in ITIL, ITIL Course

Service Strategy, Financial Management in ITIL, ITIL Course Service Strategy Financial Management The Financial Management process provides cost effective management and control ofIT assets and financial resources used in providing IT services. Purpose The purpose of financial management for IT services is to secure the appropriate level of funding to design, develop and deliver services that meet the strategy of the organization. Objectives Financial Management generates meaningful critical performance data. Most importantly,this gives an organization insight in the cost of IT, and the cost of a specific service. This insight will help in determining investments and possible chargeback models. Financial Management deals with budgeting, planning, revenues, cost and market analysis. This helps in quantifying the value of IT services and value of service provisioning assets. Scope Financial management consists of…

Service Strategy, Demand Management in ITIL, ITIL Course

Service Strategy, Demand Management in ITIL, ITIL Course Service Strategy Demand Management Purpose and Objectives The purpose of Demand Management is to assist the IT Service Provider in understanding and influencing customer demand for services, and the provision of capacity to meet these demands. (adsbygoogle = window.adsbygoogle || []).push({}); Objectives Demand Management aims at minimizing uncertainty in demand to avoid excess capacity. Demand Managementsupports Capacity Management by providing reliable planning data. It also tries to understandand possibly influence end-user behavior with regard toservice usage. Demand Managementavoids unused excess capacity and insufficient capacity. Key Concepts Patterns of Business Activity (PBA’s) Customer assets such as people, processes and applications all performbusiness activities, and because of the way these assets areorganized or…

Service Strategy, Service Portfolio Management in ITIL, ITIL Course

Service Strategy, Service Portfolio Management in ITIL, ITIL Course Service Strategy Service Portfolio Management Purpose Service Portfolio Management (SPM) prioritizes investments and improves the allocation of resources. The purpose of service portfolio management is to ensure that the service provider has the right mix of services to balance the investmentin IT with the ability to meet business outcomes. The Service Portfolio represents the commitments and investments made by a Service Provider across all customers and marketplaces. The Service Portfolio aims to answer the following questions: • Why should a customer buy these services? • Why should they buy these services from our IT organization? • What is the pricing and chargeback model? • How should the IT organization’s resources and capabilities be allocated? Objectives The objectives of service portfolio…

Service Strategy, Service Strategy Process in ITIL, ITIL Course

Service Strategy, Service Strategy Process in ITIL, ITIL Course ServiceStrategy Service Strategy Process Main Activities The Service Strategy Process clearly defines the steps that should be taken before execution to minimize potential risks. Explanation of activities: • Define the market – to understand the customers and the opportunities • Develop offerings– to define which services should be offered • Develop strategic assets – to offer superior value throughservices • Prepare for execution– to specify the Service Portfolio and the requirements for other lifecycles, namely Service Design, Service Transition and Service Operation Service Managementas a Strategic Asset Strategic assets are a set of distinct capabilities in offering superior value to customers throughservices and provide the basis for: • Distinctive performance • Core competence • Quali…

Service Strategy Introduction in ITIL – ITIL Course

Service Strategy Introduction A strategy outlines the future potentialof investment and defines the outcomes. It is made to answer the Who, Why, What, Where, When and How questions. A strategy is deemed successful when the IT organization understands how to provide value to their customer and how to differentiate themselves from competitors. Core, enablingand enhancing services Core services deliver the basic outcomesdesired by one or more customers. They represent the value that the customer wants and for which they are willing to pay. Core services anchor the value proposition for the customer and provide the basis for their continued utilization and satisfaction. Enabling services are services that are needed in order for a core service to be delivered. Enabling services may or may not be visible to the customer, but the customer does not perceive them as services in their own right. They are ‘basic factors’ which enable the customerto rec…

What are the ITIL®, Processes and Functions?, ITIL course

What are the ITIL®, Processes and Functions?, ITIL course What are the ITIL® Processes and Functions? ITIL course ITIL® Processes and Functions Within ITIL®, the processes are distributed over the five books: • Service Strategy: Envisioning and conceptualizing the set of services that help achieve business goals • Service Design: Designing the services with utility and warranty objectives in mind • Service Transition: Moving services into the live production environment • Service Operation: Managing services on an ongoing basis to ensure their utility and warranty objectives are achieved • Continual Service Improvement: Evaluating services and identifying ways to improve their utility and warranty in support of business objectives (adsbygoogle = window.adsbygoogle || []).push({}); Find everything you need. Search Product, Service, Properties and items on a single site ShareMeBook. Service Lifecycle – Decisi…

What are the Service Lifecycle in ITIL Foundation V3?, ITIL Course

What are the Service Lifecycle in ITIL Foundation V3?, ITIL Course What are the Service Lifecycle in ITIL Foundation V3?, ITIL Course Service Lifecycle Approach The Service Lifecycle is an organizing framework that provides control between various functions and processes and how they inter-related with one another. The lifecycle acts as a guideline on how the organization’s lifecycle work and where functions and processes belong within and across the lifecycle. Focus on a Service Lifecycle The concept of the Service Lifecycle is fundamental to the refresh of ITIL® 2011 Edition. Previously in ITIL® v2, the focus of ITIL® was on the processes. As a result of this previous focus on processes, version 2 of the ITIL® Framework provided best practices for ITSM and addressed the HOW questions. These included: • How should we design for availability, capacity and continuity of services? • How can we respond to and manage incidents, problems and known …

ITIL Course Explain RACI Model in ITIL ?

ITIL Course Explain RACI Model in ITIL ? Explain RACI Model in ITIL ? It is important to understand who plays the role of decision-making and what the types of responsibilities involved are. The RACI Model helps to define these responsibilities: • Responsible: The person or people responsible to get the job done. • Accountable: The person accountable for each task performed. (adsbygoogle = window.adsbygoogle || []).push({}); • Consulted: The person whom others come to for consultation and advice. • Informed: The people who are informed about the progress. ITIL, ITIL Foundation Course, ITIL V3, ITIL Course, ITIL - Course, online itil, itil certification, online material for itil course The RACI model includes four primary practice activities and roles: R: Responsible: The executor of a specific activity/function A: Accountable: The single individual responsible for the final out…

ITSM Process Diagram, ITSM Organization Structure , ITSM Process Characteristics

ITSM Process Diagram, ITSM Organization Structure , ITSM Process Characteristics ITSM Process Diagram, ITSM Organization Structure , ITSM Process Characteristics ITSM Process Diagram A process is said to be in effect when one or more inputs are transformed into outputs. For inputs to be processed into outputs, enablers and control are essential. A process includes all of the roles, responsibilities, tools, metrics and management controls required to reliably deliver the outputs. Each process should be owned by a Process Owner who is responsible for the process, its improvements and ensure that the process meets its objectives. Each process may also have a Process Manager who is responsible for the operational management of a process. There may be several managers for the one process and they will report to the process owner. Process Enablers are the process assets, resources and capabilities. Process Control is defined as the activity of p…

Benefits of IT Service Management as per ITIL ?, ITIL course

Benefits of IT Service Management as per ITIL ?, ITIL course Benefits of IT Service Management as per ITIL ? ITIL course Benefits of IT Service Management IT Service Management is able to produce the following results: • Improve quality service provision • Cost-justifiable service quality • Service that meet business, customer and user demands • Integrated centralized processes • Everyone knows their role and knows their responsibilities in service provision In order to determine whether an IT Service Management is necessary, an organization must first answer the following questions: • Do the IT services align with the business requirements? • Are the customers satisfied with the IT services? • Are the customers provided with IT services that match THEIR needs? • Is there any risk that the customers will shop elsewhere? • Are there appropriate levels of security? • How would the IT department fare in an audit? • What would ha…

What are Internal and External customers in ITIL framework ?, ITIL Course

What are Internal and External customers in ITIL framework ?, ITIL Course What are Internal and External customers in ITIL framework ?, ITIL Course Internal and External customers : There is a difference between customers who work in the same organization as the IT service provider, and customers who work for another organization. They are distinguished as follows: Internal customers These are customers who work for the same business as the IT service provider. For example, the marketing department is an internal customer of the IT organization because it uses IT services. The head of marketing and the chief information officer both report to the chief executive officer. If IT charges for its services, the money paid is an internal transaction in the organization’s accounting system, not real revenue. External customers These are customers who work for a different business from the IT service provider. External customers typically purchase services fro…

Why is ITIL successful? ITIL Course

Why is ITIL successful? ITIL Course Why is ITIL successful? Why is ITIL successful? ITIL Course ITIL embraces a practical approach to service by adapting a common framework of practices that unite all areas of IT service provision towards a single aim – that of delivering value to the business. Vendor-neutral ITIL service management practices are applicable in any IT organization because they are not based on any particular technology platform or industry type. ITIL is owned by the UK government and is not tied to any commercial proprietary practice or solution. Non-prescriptive ITIL offers robust, mature and time tested practices that have applicability to all types of service organizations. It continues to be useful and relevant in public and private sectors, internal and external service providers, small, medium and large enterprises, and within any technical environment. Best practice ITIL represents the learning experiences and tho…

What is IT Service Management in ITIL V3? ITIL Course

What is IT Service Management in ITIL V3? ITIL Course IT Service Management What is IT Service Management in ITIL V3? ITIL Course 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 pr…

Careers with the greatest Future until 2026

Careers with the greatest Future until 2026 The time to choose the university career is the first step towards your future. Although the vocation tends to have more weight, it is also necessary to take into account the possible work opportunities. Metro Flu Package First time in Kuwait 12 Medical Supports for 12 KD, iiQ8 Health Checkup The decision is yours, but why not consult the most employable careers in the coming years? Are you in that moment? Yes, the one in which you have a foot in the university and you must decide what career you are going to study. It is normal that you want to take it easy and inform yourself before making such a decision. (adsbygoogle = window.adsbygoogle || []).push({}); Although it is true that markets and technology are advancing with a dizzying speed and data can change this small list can be helpful for you to make your decision. These are the races with the greatest future: Software engineer…

ITIL Syllabus & Contents in brief – ITIL Course

ITIL Syllabus & Contents in brief - ITIL Course ITIL Syllabus & Contents in brief Overview ITIL Syllabus & Contents in brief - ITIL Course Governance and Practice IT Service Management Service Lifecycle Service Strategy Service Strategy Process Service Portfolio Management Demand Management Financial Management Business Relationship Management Service Design Design Coordination Service Level Management Service Catalog Management Capacity Management Availability Management IT Service Continuity Management Information Security management Supplier Management Service Transition Process Overview Transition Planning and Support Change Management Service Asset and Configuration Management Release and Deployment Management Knowledge Management Service Operation Definitions Event Management Incident Management Request Fulfillment Access Management Problem Managemen…

What is Governance and Practice in ITIL ?

What is Governance and Practice in ITIL ? What is Governance and Practice in ITIL ? Governance and Practice Governance and practices serve as guidelines and benchmarks that IT organizations can adopt to ensure that their business performance remains competitive and are performed accordingly. Governance is a platform used to ensure proper implementation of policies and strategy. It defines roles, responsibilities and standards that should be applied in the business environment. There are two important types of governance in IT: • Corporate Governance: “The ethical behavior by directors or others in the creation and preservation of wealth for all stakeholders.” The Sarbanes-Oxley Act (SOX) of 2002 is an example of measures that has been taken to avoid fraudulent behavior by corporate giants. • IT Governance: “An integral part of corporate governance that ensures that the organization’s IT sustains and extends the organization’s strategies and objectives.…

What is IT – Information Technology in ITIL V3?

What is IT - Information Technology in ITIL V3? What is IT? The definition of Information Technology (IT) changes with context: IT as an Organization: As an internal unit or function of the enterprise or commercial service provider. It is an organization with its own set of capabilities and resources. There are three types of Service Providers: • Internal Service Provider: A Service Provider that is part of the same Organization as its Customer. • Shared Services Unit: A Service Provider that caters to more than one business units to minimize costs and risks (e.g. network, security, scripting, and migration). • External Service Provider: A Service Provider that is part of a different Organization as its Customer. Also known as external supplier (e.g. outsourcing vendors). What is IT - Information Technology in ITIL V3? IT as a Component: As components of systems and processes, IT systems, applications and infrastructure are components or sub-assem…

What are the ITIL functions? ITIL Course

What are the ITIL functions? ITIL Course What are the ITIL functions? ITIL Course ITIL Functions : Function is a team or a group of people who perform a set of activities. ITIL v3 defines four functions as Service Desk, Application management, Technical Management, and Operations Management. Continual Service Improvement in Activities and Concepts ITIL – ITIL Course 4 ITIL v3 Functions Service desk : This is a function who will be the first point or single point of contact for end user issues. Application management : This is a function who will manage the application development and maintenance issues. Technical management : This is a function who will manage the technical expertise for the ITSM processes and operations. Operations management : This is a function who will manage the day to day operations with respect to IT operations control and IT facilities management. What is the basic concept of ITIL? ITIL d…

Kuwait Bus Routes and Numbers Route Numbers for City Bus, KPTC, KGL

Kuwait Bus Routes and Numbers Route Numbers for City Bus, KPTC, KGL Kuwait Vehicle Insurance Fee Increased to 32 KD from 19 KD (adsbygoogle = window.adsbygoogle || []).push({}); No From - To Route Rt 1 Salmiya to Airport Jazeera Airways Ride & Fly Bus Salmiya to Airport Salmiya Al Khansa St - Higher Institute for Dramatic Arts Stop 2, Mugheira St - City bus Salmiya Bus Station, Baghdad St - Shaab Leisure Park, Maidan Hawally, Hawally Sadiq Round - Ministry of Social Affaris and Labor Hawally, Jabriya 4th Ring- Opp Royal Hayat Hospital, Lulu Hyper Road 55 - Friday Market, Farwaniyah- Farwaniya Co-op Society, Khaitan Park - Opp Khaitan Park, Khaitan Police Station - Grand Hyper Khaitan, Hassawi - Al Muzaini Exchange, Jleeb - Money Exchange Houses, Abbasiya - Souk Al Jleeb, Airport Rt 2 Fahaheel to Airport Jazeera Airways Ride & Fly Bus Fahaheel to Airport Fahaheel Al Dabous St- Opp Al Fahaheel Al Wataniya School, Mangaf - …

Kuwait Banks to charge KD 1 for updating civil ID information

Kuwait Banks to charge KD 1 for updating civil ID information Starting from July, clients who fail to visit their banks to update their contact information will face a KD 1 charge for updating their information. An official from the Central Bank of Kuwait said this fee will be taken from clients who fail to respond to their bank’s reminders to provide updated contact information by visiting a local branch. “This KD 1 fee is charged for doing the work on behalf of the client. The bank will demand the information from the Public Authority for Civil Information. The bank will start sending the client reminder messages to update their information a month prior to expiry,” said a staff member of the Central Bank. The Central Bank was not able to provide information on the grace period a client will be given before the charge is levied. Not updating the information may result in blocking the bank account of the client, in addition to other inconveniences. Various b…