IT Service Methods

marketplace

the physical world for people and things.

marketspace

a virtual world of information.

allows providers to collect useful information that is difficult to get onsite, such as a survey.

Virtual Value Chain

comprises the digital and virtual realms of information to create value.

Physical Value Chain

includes acquiring raw materials, operations, delivery, sales and marketing, and service.

5 Components of VVC

Gather
Organize
Select
Synthesize
Distribute

(needs to be applied to each stage)

Stage 1: New Processes

it is an essential step to utilize the benefits of the marketspace fully.

Stage 2: New Knowledge

in this stage, digital and virtual alternatives substitute for physical information.

it would help IT services gather and organize information at a larger and faster rate.

Stage 3: New Services

this stage analyzes new information to discover new services needs and methods to deliver value.

Stage 4: New Relationships

in this last stage, opportunities for collaborations with customers to create values are explored.

this stage opens possibilities for better and prolonged loyalty of the customers.

Limits in the Use of Information

Invasion of Privacy
Data Security
Reliability
Fairness

Invasion of Privacy

it is best to use gathered user information based on the agreed terms and conditions and not sell the information to third parties that could access their financial transactions.

Data Security

an organization’s responsible for taking the best care and having the best intention for their user’s information.

ensure that the cloud and data servers are monitored and protected with heightened protocols that only credible personnel can access.

Reliability

it is encouraged to have assigned teams to ensure that every piece of information acquired is valid and comes from genuine user experience.

Fairness

the users must always know where their information will go after every website cookie they accept or every filled-up form they submit.

it creates a trusting relationship between the service providers and their users

Service Strategy

it is the basis and the first step in the cooperation between IT and the organization’s needs.

it allows the organizations to focus on the “whys” instead of “hows”.

Service Strategy Sub-Units

Strategy Management for IT Services

Service Portfolio Management

Demand Management

Business Relationship Management

Strategy Management for IT Services

assesses the market and how the organization plan to service it.

Service Portfolio Management

the structured analysis of different services an organization wants to offer based on how much they cost to deploy and the value they can bring back to the organization.

Demand Management

it scales resources to demand.

it requires a specified definition of the organization’s service and the cost when falling to meet anticipated demands.

Business Relationship Management

focuses on identifying customers and understanding their expectations that detail creating and operating customer feedback, registries, surveys, and complaint logs.

Service Design

Service Level Management

Risk Management

Capacity Management

Availability Management

Compliance Management

Supplier Management

Service Level Management

ensures that the organization remains aware of all commitments, contracts, and other obligations.

Risk Management

the process of plotting risk against reward.

Capacity Management

allows IT departments/managers to analyze capacity requirements that the organization needs, such as speed, bandwidth, and service space, based on the service delivered.

Availability Management

focuses on the qualitative capacity, such as if an IT department has the requisite personnel, tools, and infrastructure to complete a project.

Compliance Management

the legal side of this process that reviews all relevant internal and external regulations from company policy to federal law.

Supplier Management

ensures that the organization's external suppliers of IT resources are equipped to meet the demands of the Service Design.

Service Transition

it is wherein real action is taken to implement the proposed service.

this process is the point that organization systems and their people face adapting to and learning how to use a new service delivery system.

Service Transistion Sub-Units

Change Management

Release and Deployment Management

Service and Validation Testing

Service Assets & Configuration Management

Knowledge Management

Change Management

implements new IT services while lessening the disruptions to existing services.

Release and Deployment Management

handles a schedule for a release to lessen the disruptions to existing services while setting up the new service effectively and promptly.

Service and Validation Testing

assures that enough IT resources are on hand to provide high-quality service continually.

Service Assets and Configuration Management

ensures necessary IT assets to deliver the service are accessible, effectively deployed, and sustainable.

Knowledge Management

collects, organizes, and stores data in the Service Transition and other processes to avoid wasting time and resources on recovering knowledge after it has already been obtained.

Service Operation

it is the recurring and day-to-day of organization services andall that it entails to pattern a reliable and repeatable delivery of expected services to the users.

Service Operation Sub-Units

Event Management

Incident Management

Request Fulfillment

Access Management

Problem Management

IT Operations Control

Event Management

monitors and set standards for “events” or changes in the system.

incident Management

undergoes appropriate analysis of incident and escalations steps.

Request Fulfillment

responds to much lesser user concerns such as password resets and basic support.

Access Management

verifies user identify and credentials to ensure they hold proper authorization to use the service.

Problem Management

minimizes the damage of an incidentand facilitates resolutions.

IT Operations Control

monitors IT infrastructures and supports basic day-to-day task to ensure service remains to be deliverable.

Continual Service Improvement (CSI)

it evaluates and improves all the other processes by providing a feedback loop.

CSI aspects

Service Review

Process Evaluation

Definition of CSI Initiatives

Service Review

gives out survey requests to users for purchased products and services.

Process Evaluation

includes benchmarking and continuity, which is maintenance of an ongoing stream of data about the effectiveness of ongoing service processes.

Deffinition of CSI Initiatives

collects data from service reviewand process evaluation to define CSI initiatives to improve the service.