IT & DATA MANAGEMENT RESEARCH, |
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5 Steps to Defining IT Services: A Hands-On Workbook
Abstract: Managing IT by service and not technology is the message of ITIL v3. Unfortunately, most IT professionals really struggle with defining IT services. In fact, some 30% of IT Service Management (ITSM) projects are unable to move forward because of this roadblock. IT service definition is the first (and most important step) in any ITSM initiative. If you don’t get this fundamental step right, the odds are that your entire ITSM project will go down in flames. However, while all of these technology areas use the word ‘service’ and purport to manage IT services, none of them describes the ‘nuts and bolts’ of how to define a service.After helping IT organizations throughout the word successfully define IT services, the experts at Enterprise Management Associates have developed a straightforward 5-step process for defining an IT service. This hands-on workbook walks you through the model and provides you with guidance to help you define your own IT services. |
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