Module 2.2 - ITIL v3 Foundation - more of those TLA's PDF Print E-mail
Written by David Noel-Davies   
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Module 2.2 - ITIL v3 Foundation - more of those TLA's
Pop quiz of module 1
Service Operations (SO)
Internal IT views vs. external business view
The value of communication
Continual Service Improvment
pop quiz for module 2

Internal IT view vs external business view

The most fundamental conflict in all phases of the IT Service Management Lifecycle is between the view of IT as a set of IT Services (external to the business view), and the view of IT as a set of technology components (internal IT view).

The external view of IT is the way in which services are experienced by its users and customers. They do not always understand, nor do they care about, the details of what technology is used to manage those services. All they are concerned with is that the services are delivered as required and agreed.

The internal view of IT is the way in which IT components and systems are managed to deliver the series. Since IT systems are complex and diverse, this often means that the technology is managed by several different teams or departments – each of which is focused on achieving good performance and availability of “their” systems.

Stability vs Responsiveness

No matter how good the functionality is of an IT service and no matter how well it has been designed it will be worth far less if the service components are not available or if they perform inconsistently. This means that Service Operation needs to ensure that the IT infrastructure is stable and available as designed. At the same time Service Operation needs to recognize that the business and IT requirements change.

Some of these changes are evolutionary, for example, the functionality, performance and architecture of a platform may change over a number of years. Each change brings within it an opportunity to proved better levels of services to the business. In evolutionary changes it is possible to plan how to respond to a change an thus maintain stability while responding to the changes.

Quality of Service vs Cost of Service

Service Operation is required to consistently deliver the agreed level of IT service to its customers and users. While at the same time keeping costs and resource utilization at an optimal level.

Reactive vs Proactive

A reactive organization is one which does not act unless it is prompted to do so by an external driver, for example, a new business requirement, an application that has been developed, escalation in complaints made by users and customers. An unfortunate reality in many organizations is the focus on reactive management mistakenly as the sole means to ensure services that are highly consistant and stable, actively discourage proactive behavior from operational staff. The unfortunate irony of this approach is that discouraging effort investment in proactive service management can ultimately increase the effort and cost of reactive activities and further risk stability and consistency in services.

For Example, an IT department that will only take action when the business complains about something will always be seen as an obstacle to progress. On the other hand, if the IT department keeps investing in new technology to fix things that are not broken they will be seen as draining the company’s finances.

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