• Is a collection of books which contain recommendations & suggestions to improve provision of IT Services
• Not a standard but a Best Practices Framework
• Needs to be adopted and/or adapted

BASIC CONCEPTS.…….

• Service & Service Owner
• Service Management
• Process & Process Owner
• Functions, Staff, Roles
• Metrics, Interfaces
• RACI
• PDCA
• Compliance & Governance
• Concept of Caps

• Service
  • The means of delivering value to the customer by achieving the customer desired results while working within given constraints

• Service Owner
  • An individual or a team which is responsible towards customer for a given service
  • Responsible for
    • Initiation & Transition, Ongoing Maintenance & Support
    • Monitoring & Reporting, Identifying improvement areas in Service
    • Accountable for Service, Primary customer contact for the service

• Service Management
  •  A set of specialized organizational capabilities which help us providing value to the customers in the form of services they enjoy AND/OR  a set of Functions & Processes which manage the service

• Process
  •  A set of activities which are carried out in a given manner to achieve the desired objective
  •  A process is
    • Measurable
    • Yields desired result
    • Delivers result to customers
    • Responds to specific events or requirements
  • Process Owner
  •  An individual or a team responsible for
    • Help Design & documentation of process
    • Ensuring it is being performed as per documentation
    • Ensure that yields the desired end results
    • Overall continual improvement of process
    • Defining & reviewing KPIs

• Function
  • A Group of people & their tools used to carry out one or more processes or activities

• Staff
  •  The personnel who are assigned to carry out specified tasks  or activities

• Roles
  • A set of authorities, responsibilities & activities assigned to  individual or personnel

• Metrics or KPIs
  •  A measurement unit which imparts an ability to “Judge” the performance of a service

• Interfaces
  • The overlaps or linkages between two or more processes
  • Processes exchange data (input or output) via these linkages

• RACI

• PDCA

• COMPLIANCE & GOVERNANCE
  • Compliance is a adherence to a Standard or Set of Guidelines or proper consistent practices
  • Corporate Governance means to promote corporate Fairness, Transparency & Accountability
  • IT Governance is an integral part  of enterprise/corporate governance & it ensures that organization’s IT is in alignment with Strategies & Objectives

• CONCEPT OF CAPS

To carry out multiple roles simultaneously or at different times as per situation or the work involved

• E.g. When a staff is logging the call he is wearing a cap of Service Desk
  • When he/she is able to diagnose the root cause of the error he/she is wearing a cap of Incident & Problem management