ITIL Process Development
What are ITIL Processes?
Strategic processes are centred on the relationships between the IT organisation and its customers. On an operational level, Service Support processes can be regarded as delivering services as laid down in Service Level Agreements. The Service Delivery processes are partially concerned with setting up Service Level Agreements and monitoring the targets within these agreements. On both levels is a strong relationship with quality systems such as ISO20000 and BS15000. ITIL supports these quality systems by providing defined processes and best practice for the management of IT services.
ITIL Service Support
ITIL Service Support focuses on ensuring that the customer has access to the appropriate services to support the business functions. The specific disciplines within Service Support are:
- Incident Management
- Problem Management
- Change Management
- Configuration Management
- Release Management
Service Support also covers the functional area of the Service Desk. Unlike the other disciplines, which are processes, the Service Desk is a function, a function that is crucial to the whole concept of Service Management.
ITIL Service Delivery
ITIL Service Delivery looks at what service the business requires of the provider in order to provide adequate support to the business Users.The specific disciplines within Service Delivery are:
- Availability Management
- Capacity Management
- Service Level Management
- IT Service Continuity Management
- Financial Management
ITIL Process Development
At Aulcon International, we have extensive experience and specialist knowledge in the following ITIL process development lifecycle:
- Documenting "as-is" processes via interviews with process owners and operational staff
- Conducting gap analysis and maturity assessments against ITIL assessment scoresheets
- Developing "to be" processes in conjunction with process owners and operational staff, based on the ITIL best practice framework
- Implementing signed off processes into the organisation
- Coaching and mentoring of staff adopting new processes
- Post implementation reviews
- Ongoing health checks to ensure integrity of the processes