ITIL®, initially known as the Information Technology Infrastructure Library®, but now referred to simply as ITIL, comprises a collection of methods aimed at enhancing the alignment of your IT systems with your present business objectives.

This framework strives to elevate the quality of IT Service Management (ITSM), which involves the art of implementing, overseeing, and delivering IT services to cater to a business’s requirements. By refining your existing ITSM procedures, ITIL contributes to bolstering customer satisfaction, boosting productivity, mitigating risks, achieving budgetary objectives, and streamlining various company processes.

Regarded as the universally accepted benchmark for exemplary IT practices, trusted by 90% of companies listed on the FTSE (Financial Times Stock Exchange) 500, here’s why adopting ITIL holds significant importance for any business.

ITIL Improves Service Delivery

The implementation of ITIL can play a pivotal role in fostering a culture of continuous learning within your business, drawing valuable insights from past errors. This, in turn, assists in the establishment of robust performance metrics and the judicious allocation of resources to ensure service quality.

These advantages are integral to the realm of service design within ITIL.

Furthermore, ITIL serves as a valuable tool for organizations seeking to optimize their investments in IT solutions, be it network bandwidth, data storage capacity, or cloud computing resources. It also offers a well-defined set of metrics that serve as the cornerstone for making sound business improvements. Customers, too, stand to reap the benefits; ITIL aids in pinpointing issues or bottlenecks within the service process, enabling proactive problem-solving focused on root causes rather than mere symptomatic remedies.

Should you aspire to collaborate with or sell to other organizations or vendors, ITIL also offers a shared platform of quality standards and support, streamlining cooperation between businesses. This common foundation minimizes the additional time and effort typically expended on adapting to another entity’s IT-related procedures.

Moreover, the framework clearly delineates the scope of responsibilities for your service desk, empowering both employees and users with the knowledge of whom to approach when seeking assistance. This eliminates the unnecessary wait times at the IT helpdesk for issues beyond their purview, thereby enhancing overall business productivity, efficiency, and, consequently, service delivery.

As ITIL stands as the world’s most widely recognized framework for IT Service Management (ITSM), clients can rest assured that your service processes adhere to global IT standards, offering reliability and quality.

ITIL Reduces Risk and Disruption

ITIL also plays a vital role in helping businesses mitigate service disruptions by refining their disaster response and recovery strategies.

To start with, implementing ITIL leads to heightened operational efficiency. The framework promotes a proactive problem-solving approach within service desks, facilitating smoother operations and reducing downtime or delays to a minimum. This not only sustains satisfaction levels among employees, users, and customers but also guarantees the delivery of consistent, high-quality results.

ITIL also incorporates robust incident management and problem management processes, empowering businesses to develop swift and efficient approaches for dealing with crises and restoring services. These well-defined procedures enable business owners to delve into the root causes of issues, effectively eliminating them and preventing any future recurrences.

Through the implementation of ITIL, notable success stories emerge. VISA, for instance, managed to slash their incident resolution time by a remarkable 75%, while Sallie Mae achieved a substantial 40% reduction in the duration of their help desk calls, coupled with a noteworthy uptick in their first-call resolution rate, reaching a two-year high.

In another instance, Shell Oil realized impressive savings of 6,000 employee workdays and a staggering $5 million, all thanks to the implementation of ITIL problem management.

Lastly, as the specter of cybercrime continues to loom over Australia with each passing year, ITIL proves to be an invaluable ally in bolstering your business’s digital defenses. Leveraging the same incident and problem management processes, the framework aids in identifying network vulnerabilities and addressing breaches with the utmost efficiency.

ITIL Allows Greater Visibility of Costs, Assets, and Value

The adoption of ITIL brings about increased transparency regarding your present business expenditures and assets, as well as the anticipated value to be realized in the future.

Business proprietors are advised to “set the stage” for ITIL implementation by first contemplating the areas in need of improvement, issues requiring resolution, and strategies for enhancing their existing IT infrastructure. This preparatory phase is crucial.

Once a well-defined objective for ITIL has been articulated, transformations can be set in motion.

Service operation within ITIL enables business owners to introduce new processes while maintaining a comprehensive understanding of their existing assets and anticipated costs. This approach enhances their ability to accurately forecast their overall expenditures and ensures that no expenses go unnoticed.

However, this strategy empowers them to meticulously oversee their IT budgets, employing more detailed metrics for a closer monitoring of costs. When the need arises to trim expenses or make budgetary adjustments, having verifiable data readily available becomes a valuable asset in making well-informed decisions.

ITIL Supports Business Change

Incorporating ITIL into your business operations fosters an agile and adaptive environment, one that places a strong emphasis on continuous improvement. In today’s rapidly evolving economic landscape, the capability to swiftly address new demands, emerging trends, and evolving customer needs is imperative.

ITIL implementation equips organizations with the means to respond promptly to these shifts, courtesy of its robust change management processes. These processes not only facilitate agility but also ensure that companies remain compliant with IT standards while providing comprehensive tracking and management of significant activities within their IT systems and applications.

The capacity to maintain technological agility empowers a business to uphold its competitiveness, reliability, and market relevance. ITIL’s change management framework not only encourages a greater appetite for innovation but also positions companies at the forefront of the industry, ensuring ongoing customer engagement. This synergy aligns seamlessly with the concept of continuous service improvement.

Furthermore, ITIL simplifies the process of scaling up systems and infrastructure for businesses. The framework lends invaluable support to service desks in executing these transitions with utmost efficiency, facilitating the removal of redundancy, the optimization of resource allocation, and the reinforcement of core IT processes.

Align IT with Business through ITIL Training

ITIL certifications provide individuals with the opportunity to acquire the skills needed to leverage high-quality IT systems and practices in support of their business strategies.

This transformation positions IT as an integral component of your business, shifting IT teams from being seen as “back-end cost centers” to valuable “front-facing revenue partners.” This strategic shift enables seamless collaboration with other business departments, effectively optimizing your IT ecosystem.

CourseMonster, formerly known as DDLS, stands as Australia’s premier provider of corporate IT and process training. They offer an extensive array of comprehensive ITIL training courses, equipping you with the knowledge and skills required to integrate these practices into your existing business environment.

Their course offerings span from foundational ITIL principles to expert-level training on implementing various stages of the Service Lifecycle. Graduates of these programs can earn prestigious ITIL certifications, showcasing their established and up-to-date expertise in the field.

Embrace the opportunity to elevate your business through the adoption of high-quality IT Service Management practices, and don’t hesitate to inquire with us about our course offerings.

 

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Here at CourseMonster, we know how hard it may be to find the right time and funds for training. We provide effective training programs that enable you to select the training option that best meets the demands of your company.

For more information, please get in touch with one of our course advisers today or contact us at training@coursemonster.com

ITIL represents a set of best practices designed to enhance the delivery of IT services. By adopting ITIL’s structured methodology for IT service management (ITSM), businesses can effectively mitigate risks, foster stronger customer connections, and cultivate an IT ecosystem primed for expansion, adaptability, and evolution.

What is ITIL?

The IT Infrastructure Library, commonly known as ITIL, serves as a comprehensive framework for IT service management, offering guidance on optimal approaches to delivering IT services. ITIL’s methodical approach to IT service management (ITSM) proves valuable for businesses by enabling effective risk management, bolstering customer relationships, establishing cost-efficient practices, and constructing a robust IT infrastructure capable of accommodating growth, scalability, and adaptation.

Throughout its evolution, ITIL has undergone multiple revisions and currently comprises five distinct volumes, each addressing various aspects of the IT service lifecycle. Within these volumes, you’ll find valuable recommendations and a structured framework that assists organizations in standardizing their service management processes. The adoption of ITIL holds the promise of reducing operational costs in IT, enhancing productivity, increasing employee satisfaction, and effectively managing risks, failures, and disruptions across the entire organization.

The primary aim of ITIL is to empower organizations to establish consistent and dependable IT landscapes while providing top-notch customer service to clients and customers. This objective is achieved through the optimization of processes and the identification of avenues for enhanced efficiency. From its inception, ITIL has been dedicated to the seamless integration of IT into the broader business landscape, a goal that has gained even more significance as technology continues to be an indispensable component of every business unit. In its latest incarnation, ITIL 4, the framework maintains its original mission while placing a greater emphasis on cultivating an agile and adaptable IT department.

What’s in the ITIL?

Throughout its history, ITIL has undergone several revisions. Initially, the extensive 30-book collection of ITIL materials was streamlined in the year 2000, coinciding with the launch of ITIL V2. This condensation resulted in the creation of seven comprehensive volumes, each centered around a specific facet of IT management. Subsequently, the ITIL Refresh Project in 2007 further refined the framework, consolidating it into five volumes encompassing 26 distinct processes and functions. This edition became known as ITIL 2007.

In 2011, a subsequent update, referred to as ITIL 2011, was released under the auspices of the Cabinet Office. This revision retained the core structure of the five volumes, and both ITIL 2007 and ITIL 2011 shared many similarities in content and approach.

ITIL 4, introduced in 2019, retains its core emphasis on process automation, enhancing service management, and aligning the IT department with overall business objectives. However, it also brings the framework up-to-date to effectively address the demands of contemporary technology, tools, and software. Recognizing that the IT department has evolved to become an indispensable component of every business, ITIL 4 responds to this transformation by embracing greater agility, flexibility, and collaboration.

What are the ITIL 4 Guiding Principles?

Within ITIL 4, there are seven fundamental principles that have been incorporated from the latest ITIL Practitioner Exam. These principles encompass essential aspects such as organizational change management, communication, and the utilization of measurement and metrics. These guiding principles are as follows:

• Focus on value
• Start where you are
• Progress iteratively with feedback
• Collaborate and promote visibility
• Think and work holistically
• Keep it simple and practical
• Optimize and automate

ITIL 4 places a central emphasis on nurturing company culture and seamlessly integrating IT within the broader business framework. It actively promotes collaboration between IT and various other departments, recognizing the growing dependence of different business units on technology for their operational needs. Furthermore, ITIL 4 places significant importance on soliciting and leveraging customer feedback, acknowledging the heightened accessibility of tools and data that enable businesses to gauge public perception, customer satisfaction, and areas of discontent more effectively than ever before.

How do I put ITIL into practice?

While ITIL comprises a collection of e-books, it’s important to note that simply indulging in a reading spree won’t lead to improved IT operations. To effectively implement ITIL, it’s crucial to garner the commitment of your entire team, ensuring they embrace new procedures and adopt best practices. Additionally, it’s worthwhile to consider what consulting, training, and certification options are available to facilitate a smooth transition.

In the early 1990s, certifications were overseen by two distinct entities: EXIN and ISEB, depending on your geographical location. Towards the end of 2006, these two organizations joined forces in an alliance aimed at advancing the field of IT service management.

Since 2014, Axelos has assumed ownership of ITIL personnel certification, and the responsibility for conducting exams now rests with Accredited Training Organizations (ATOs). The accreditation process, on the other hand, is managed by Strategic Examination Institutes (EIs). EIs are required to receive direct accreditation from Axelos before they can offer accreditation to ATOs.

Before embarking on the implementation of ITIL within your organization, there are several pivotal questions that warrant careful consideration. These inquiries include identifying the specific issues your organization aims to address and establishing a clear pathway for ongoing service improvement.

What is ITIL certification and is it worth it?

The ITIL 4 certification framework comprises two key assessments: the ITIL Foundation exam and the ITIL Master exam. Upon successfully clearing the ITIL Foundation exam, the certification program diverges into two distinct routes, allowing individuals to choose between earning the ITIL Managing Professional (MP) or ITIL Strategic Leader (SL) certifications. Each of these pathways comes with its unique set of modules and examinations. Those who successfully navigate both routes will be eligible to attain the coveted ITIL Master designation, which represents the pinnacle of ITIL certification.

The ITIL Managing Professional (MP) examination is tailored for IT professionals engaged with technology and digital teams across the entire organization, extending beyond the confines of the IT department. This certification path equips these professionals with comprehensive knowledge on effectively managing IT projects, teams, and operational processes.

The modules encompassed within this path include:

• ITIL Specialist – Create, Deliver and Support
• ITIL Specialist – Drive Stakeholder Value
• ITIL Specialist – High Velocity IT
• ITIL Strategist – Direct, Plan & Improve

The ITIL Strategic Leader (SL) examination is intended for individuals tasked with overseeing “all digitally empowered services,” encompassing not only IT operations but a broader spectrum of services. This pathway places its emphasis on the interplay between technology and business strategy, highlighting the pivotal role of IT within this context.

The modules incorporated within this path comprise:

• ITIL Strategist – Direct, Plan & Improve
• ITIL Leader – Digital & IT Strategy

How does ITIL help business?

An efficiently managed IT organization that effectively mitigates risks and maintains a smoothly functioning infrastructure not only results in cost savings but also enhances the overall productivity of everyone within the organization. For instance, Pershing, a brokerage firm, managed to cut down its incident response time by half during the initial year after reorganizing its service desk in alignment with ITIL principles. This transformation allowed users facing issues to swiftly return to their work tasks.

ITIL offers a structured and professional approach to the management of IT service delivery, providing the following advantages:

• Reduced IT costs
• Improved IT services using proven best practices
• Improved customer satisfaction through a more professional approach to service delivery
• Standards and guidance
• Improved productivity
• Improved use of skills and experience
• Enhanced delivery of external services by adopting ITIL or BS15000 as the designated standards for service procurement in service acquisitions.

As per Axelos, ITIL can also assist businesses in enhancing their services by:

• Assisting businesses in effectively handling risk, disruptions, and potential failures.
• Building stronger customer relationships through the delivery of efficient services that align with their specific requirements.
• Establishing cost-effective practices
• Establishing a stable environment while preserving the capacity for growth, scalability, and adaptability.

What will ITIL cost?

Commencing your ITIL journey begins with acquiring ITIL materials, available in hardcopy, PDF, ePub, or via online subscription directly from Axelos. Additionally, there’s the training expense, which may vary annually. The foundational certification course generally spans two days, while advanced certifications can extend to a week or longer.

However, one must consider the necessary expenditure for revising certain processes to align with ITIL standards and adapting help desk or other software to collect the requisite data for monitoring and metric generation.

How does ITIL reduce costs?

Enterprises and government entities that have effectively integrated ITIL best practices have documented substantial cost savings.

For instance, as highlighted in Pink Elephant’s “Benefits of ITIL” report, Procter and Gamble managed to realize approximately $500 million in savings over a four-year period. This achievement was attributed to a decrease in help desk inquiries and enhancements in operational processes. Nationwide Insurance experienced a remarkable 40% reduction in system outages, projecting a return on investment of $4.3 million over three years. Meanwhile, Capital One achieved a notable 92% reduction in “business critical” incidents within just two years.

However, it’s crucial to recognize that without the support and cooperation of IT staff, any implementation is likely to falter. Introducing best practices into an organization is as much about public relations as it is about technical execution.

Critics also point out that it’s practically impossible to anticipate every failure, event, or incident, making ITIL an inexact science. The precise return on investment (ROI) of ITIL remains uncertain until it’s effectively integrated within your organization. Ultimately, since ITIL serves as a framework, its success is contingent on the level of buy-in from the corporate hierarchy. Embracing certifications, training, and committing to this shift can significantly enhance the prospects of success and cost savings.

History of ITIL

During the 1980s, the ITIL framework was developed by the Central Computer and Telecommunications Agency (CCTA) of the British government. It initially comprised over 30 books that were created and released gradually. These books served to codify the best IT practices sourced from various outlets, including vendor recommendations, from across the globe.

In April 2001, the CCTA, along with several other agencies, was consolidated into the Office of Government Commerce (OGC), which has since been rebranded as the Cabinet Office. The OGC took on the ITIL project as part of its mandate to collaborate with the UK public sector, aiming to enhance efficiency, promote value for money in commercial activities, and elevate the success rates of program and project deliveries.

The objective was not to create a proprietary product for commercial gain; rather, it aimed to gather the best practices needed to address the government’s growing reliance on IT, coupled with the absence of standardized procedures that were escalating costs and perpetuating errors. It swiftly became evident that sharing these best practices would be advantageous for both public and private sector organizations.

Over time, ITIL’s reputation and practicality gained recognition. In 2005, its practices played a pivotal role in shaping and aligning with the ISO/IEC 20000 Service Management standard, marking the establishment of the world’s first international standard for IT service management. This standard is rooted in the British standard BS15000.

Since 2013, ownership of ITIL has rested with Axelos, a collaborative venture between the Cabinet Office and Capita. Axelos grants businesses the licensing rights to employ the ITIL framework, while also overseeing updates and procedural modifications. However, organizations can utilize ITIL internally without the need for a license. In 2011, ITIL v3 was introduced under the aegis of the Cabinet Office, delivering revisions to the 2007 version that was published by OGC.

In 2018, Axelos introduced ITIL 4, marking a substantial overhaul of the entire framework and representing the most significant transformation since the release of ITIL v3 in 2007. ITIL 4, which began its rollout in the first quarter of 2019, presents a more adaptable, agile, and customizable version of ITIL, tailored to meet the requirements of contemporary businesses. This latest iteration emphasizes reduced compartmentalization, heightened collaboration, enhanced communication spanning the entire organization, and the integration of agile and DevOps methodologies into IT service management strategies.

 

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Here at CourseMonster, we know how hard it may be to find the right time and funds for training. We provide effective training programs that enable you to select the training option that best meets the demands of your company.

For more information, please get in touch with one of our course advisers today or contact us at training@coursemonster.com

ITIL is a set of guidelines that outline the best practices for delivering high-quality IT services. By following ITIL, organizations can adopt a structured approach to IT service management, which helps them effectively manage risks, enhance customer relationships, implement cost-effective practices, and establish a stable IT environment for growth, scalability, and adaptation.

When IT processes are implemented poorly, it can create a divide between traditional IT organizations and their leadership. However, it’s important to note that there is no universal approach or perfect solution for defining and implementing IT service management processes. Each business must consider its specific goals, budgetary constraints, resource limitations, and organizational culture to identify the most practical processes to adopt.

ITIL guidelines and processes are designed to cater to the specific needs of businesses and establish a strong link between the world of business and technology. ITIL encompasses five fundamental publications that offer best practices for each stage of the IT service lifecycle:

• ITIL Service Strategy – Defines the objectives of the business and the needs and expectations of the customers.
• ITIL Service Design – Converting strategies into actionable tasks to assist the business in implementation.
• ITIL Service Transition – Integrating services into the business environment.
• ITIL Service Operation – Establishes fundamental processes related to IT service management.
• ITIL Continual Service Improvement – Assists ITIL users in assessing and implementing improvements in IT services.

ITIL Continual Service Improvement

Continual Service Improvement (CSI) serves as the fifth and final stage within the ITIL life cycle. It plays a crucial role in identifying improvement opportunities by closely monitoring the various service applications and processes introduced throughout the different stages of the ITIL lifecycle. Once the IT service has been selected, designed, built, and maintained, Continual Service Improvement focuses on supporting and enhancing the services and processes.

CSI employs a metrics-driven methodology to systematically identify improvement opportunities and measure the impact of these improvement efforts. While Continual Service Improvement is a distinct phase in the ITIL lifecycle and is documented in a separate ITIL publication, its effectiveness relies on its integration throughout the entire lifecycle, fostering a culture of continuous improvement. Continual Service Improvement should ensure that all participants involved in service delivery understand their responsibility in recognizing opportunities for improvement.

Continual Service Improvement has the crucial task of determining the relevant metrics among the numerous ones generated daily. This is achieved by identifying the critical success factors (CSFs) specific to each service or process. CSFs represent the essential elements necessary for the success of a process or service. It is recommended that each process or service identifies a limited number of three to five critical success factors (one or two during the early stages).

To assess the presence of critical success factors, it is important to establish key performance indicators (KPIs) that indicate the extent to which the CSFs are met. Each critical success factor should be measured by no more than three to five KPIs (one or two in the initial stages). While most KPIs are quantitative in nature, it is also important to consider qualitative KPIs, such as customer satisfaction.

Significance of Continual Service Improvement for an Organization

Understanding the purpose behind implementing a continual service improvement plan within an organization is of utmost importance. The primary motivations include:

• Enhancing processes and services in order to drive business value and achieve cost-effectiveness, thereby enabling IT to play a pivotal role.
• Strengthening the relationship between clients and IT service providers, fostering better collaboration and communication.
• Cultivating the team’s interpersonal skills, efficiency, and effectiveness.
• Offering a comprehensive perspective on management processes and services, providing insights into an organization’s potential for future growth and expansion.

Continual Service Improvement

Continual service improvement (CSI) is dedicated to enhancing the efficiency and cost-effectiveness of IT services provided to clients. It involves measuring and monitoring the performance of the IT service provider, ensuring alignment with ever-changing business requirements, and identifying opportunities for service improvement.

The continual service improvement plan follows a seven-step process that spans various stages of the service lifecycle. Its primary goals are to maximize the business value derived from IT services, ensure the seamless integration of services with business needs, and foster the advancement of IT processes.

A successful continual service improvement plan brings tangible benefits to the business, including:

• Benefit: The positive outcomes derived from the improvement of existing services.
• Improvement: Measurable changes that indicate progress compared to the previously assessed state.
• Return on Investment (ROI): The benefits gained by the investor as a result of allocating resources to an investment.
• Value on Investment (VOI): Additional benefits that extend beyond financial gains and encompass broader aspects of value.

Objectives of Continual Service Improvement (CSI)

• Conduct thorough reviews and analyses to identify areas of improvement and opportunities throughout each phase of the ITIL lifecycle.
• Categorize and implement specific activities aimed at enhancing the efficiency and effectiveness of IT service management processes.
• Suggest actionable measures to enhance the quality and cost-effectiveness of services while ensuring customer satisfaction remains unaffected.
• Ensure the utilization of appropriate quality management methods to support Continual Service Improvement (CSI) activities.

Activities accomplished by Continual Service Improvement plan

CSI is applicable across the entire ITIL lifecycle.

• Ensuring that all services meet agreed-upon service levels and that the processes within each phase of the lifecycle achieve desired outcomes.
• Conduct thorough evaluations of processes and activities, providing recommendations for improvement to senior management teams.
• Perform routine inspections and audits to verify adherence to company policies by employees and processes.
• Establish and maintain strong customer relationships.
• Identify CSI opportunities by analyzing existing deliverables and both internal and external services.
• Ensure adequate support for service improvement activities to implement solutions effectively.

A continual service improvement plan is essential for maintaining and enhancing existing services, emphasizing regular assessment and reassessment of IT service management processes and functions.

From ITIL to Next-Gen Service Management

Continual service improvement follows the Plan-Do-Check-Act approach pioneered by W. Edwards Deming. This approach is incorporated into the CSI methodology in the following manner:

• What is the vision? What is our long-term objective?
• Where are we now? What are the current values of our KPIs?
• Where do we want to be? What are the desired KPI values?
• How do we get there? What’s the plan?
• Did we get there? Do the KPI values after implementation of the plan meets our objectives?
• How do we keep up the momentum? Let’s go back to the beginning.

CSI uses a 7-step process to monitor how data is gathered and used:

• Define the objectives
• Determine what to measure
• Collect the data
• Process the data
• Analyze the data
• Present and use the information
• Implement improvement

If continual service improvement is functioning effectively, improvement suggestions will emerge from various areas of service delivery. In situations where an organization lacks sufficient resources to implement all the suggestions, it becomes necessary to identify the improvement opportunities, assess their impact, scope, and resource requirements, and prioritize their implementation. Continual service improvement utilizes the CSI register as a tool for documenting, analyzing, and planning improvements.

As organizations increasingly rely on IT services, it becomes crucial for IT organizations to continuously assess and enhance their IT services and the IT service management processes that support them. A formal and proactive approach to continual service improvement (CSI) is vital for meeting and fulfilling service-level agreements.

To effectively implement CSI, organizations need to foster the right mindset and cultivate the desired behaviors until they become ingrained. IT service providers should establish a culture of continuous measurement that consistently evaluates the value, quality, performance, and alignment of their service portfolio. They should also encourage a proactive approach to improvement initiatives that drive the desired business outcomes.

Alignment, by definition, involves bringing together two distinct entities that often have different goals and objectives. In today’s complex IT landscape, it becomes more challenging to distinguish between an IT service and a business service. As part of this alignment, IT must become an integral component of the business itself. Instead of having separate and disconnected goals, there should be a unified and integrated business operation that functions seamlessly with appropriate technology.

Continual service improvement in the realm of IT involves identifying a crucial IT aspect that holds significance for the business and seeking opportunities to enhance it. According to ITIL, CSI is recognized as a stage within the service lifecycle. Its primary objective is to ensure that IT services are in alignment with the ever-evolving business requirements by identifying and implementing improvements that support the business processes.

By consistently monitoring the performance of the IT service provider and implementing enhancements to the processes, services, and infrastructure, organizations can achieve increased efficiency and effectiveness. This ongoing improvement effort allows for the optimization of IT services to better support the overall business objectives.

7-step improvement process

The 7-step improvement process in ITIL combines elements of the Deming Cycle and the DIKW (Data-Information-Knowledge-Wisdom) model. It enables organizations to make improvements throughout the entire ITIL lifecycle, with each phase providing feedback to the others for coordinated and collective enhancements. This iterative process allows for continuous learning and refinement, transforming data into valuable information and knowledge that can guide decision-making and lead to wisdom-driven improvements. By leveraging this integrated approach, organizations can drive comprehensive and interconnected improvements across all phases of the ITIL lifecycle.

• Continual Service Improvement
• Identify the strategy for improvement
• Define metrics
• Gather data
• Process data
• Analyze data
• Use the data for improvement decisions
• Implement improvements

Special consideration should be given to the financial value of improvements, as organizations need to recoup the cost of the services provided to ensure sustainability. To address this, financial management models and metrics such as ROI (Return on Investment), TCO (Total Cost of Ownership), VOI (Value on Investment), and ROA (Return on Assets) come into play, assisting in assessing and quantifying the financial impact of improvements. By leveraging these models and metrics, organizations can make informed decisions and prioritize improvements that offer the greatest commercial value.

Summary

Continual Service Improvement is not the final stage in the ITIL lifecycle, despite being the fifth publication in the series. Instead, it should be integrated as a fundamental part of every stage. If there are areas in need of improvement, you can utilize the CSI process to achieve quick wins and demonstrate to the business that IT can be trusted. This, in turn, opens doors and enables businesses to focus on strategic initiatives, such as the service strategy component of the ITIL lifecycle.

By implementing a continual service improvement program, you can fully leverage your IT capabilities and resources. Explore ways to enhance the effectiveness, benefits, and cost-efficiency of your IT operations, ensuring they continue to drive business value. Continual service improvement also aids in determining value through the use of metrics. Through the application of a continual service improvement program, you can establish standards and conduct maturity assessments, fostering ongoing growth and improvement.

 

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Here at CourseMonster, we know how hard it may be to find the right time and funds for training. We provide effective training programs that enable you to select the training option that best meets the demands of your company.

For more information, please get in touch with one of our course advisers today or contact us at training@coursemonster.com

The ITIL Service Lifecycle encompasses five stages: Service Strategy, ITIL Service Design, Service Transition, Service Operation, and Continual Service Improvement. These stages are interconnected, and the absence of any of them hinders the effective development and management of a service. The ITIL Certification Training provides a comprehensive explanation of the concept of the ITIL Service Lifecycle. This article will focus on delving into the scope, goals, and significance of the ITIL Service Design stage.

Scope of ITIL Service Design

Within the ITIL Service Design stage, comprehensive guidelines are provided for the design and development of services, as well as for the related Service Management processes. This stage represents the initial phase in the service lifecycle where the organization establishes its IT strategy. To effectively implement the devised IT strategy, the service management team relies on the guidelines formulated during the ITIL Service Design stage. These guidelines serve as a valuable resource for the team to ensure the successful realization of the IT strategy. For a more in-depth understanding of service management, detailed discussions can be found in the ITIL Overview Course.

ITIL Service design of new services

Let’s consider an example involving a bank. Suppose your organization’s strategy is centered around offering mobile banking services to your customers. In order to fulfill this strategy, it may be necessary to develop new services that will be delivered through native applications specifically designed for the bank. These new services are conceptualized and designed during the Design stage of the service lifecycle.

Service design for existing services

Moreover, based on the determined IT strategy, existing services may necessitate changes or improvements. For example, your organization may aim to reduce the time it takes to withdraw cash from 4 seconds to 2 seconds. Achieving this strategy entails modifying or enhancing the current withdrawal services or processes, which are planned and addressed during the Design stage of the service lifecycle.

The Five Aspects of ITIL Service Design

The ITIL Service Design stage encompasses five key aspects:

• New or modified services: This involves the design and development of new services or the alteration of existing services in alignment with the IT strategy.
• Service management systems and tools: The selection and implementation of appropriate systems and tools to support effective service management processes.
• Technological architectures: This includes upgrading or adapting technological infrastructures, such as launching a new website that aligns with current trends.
• Process requirements: The improvement and refinement of existing processes to ensure they align with the IT strategy and meet the desired service outcomes.
• Measurement methods and metrics: The establishment of methods and metrics to measure the performance and effectiveness of services. It is essential to have measurable indicators in order to control and enhance service delivery.

Metrics play a vital role in the Design stage as they help evaluate the performance of a new service. In addition to designing the technical components, it is essential to develop appropriate metrics that enable the assessment of the service’s effectiveness. These metrics serve as valuable indicators during the continual improvement phase, allowing the identification of areas that require attention. Furthermore, service managers can utilize metrics to determine whether the set targets have been successfully achieved. By leveraging metrics effectively, organizations can make informed decisions and drive continuous improvement in their services.

Goals of ITIL Service Design

ITIL Service design of innovative services

The main objective of the ITIL Service Design stage is to create appropriate, competitive, and innovative IT services. To remain competitive in the market, an IT service organization must continuously innovate and deliver valuable services that meet the needs of its customers. If customers find another organization that offers superior services, they can easily switch to that company.

For instance, let’s consider a mobile operator. As a customer, you subscribe to various services and pay for the services you receive. If another mobile operator offers better services that meet your expectations, you may consider switching to that provider.

To design suitable and innovative IT services, the Design stage focuses on designing architectures, processes, guidelines, and documents. If you aim to develop innovative services, it is important to include any additional architecture and infrastructure required in the organization within the ITIL Service Design stage. Additionally, the stage encompasses the development of processes, guidelines, and documents that outline the approach for creating suitable and innovative IT services.

Settlement of business requirements in ITIL service design

Another objective of the ITIL Service Design stage is to address the current and future business requirements of an organization. Every company has its own business vision and strategy, and they develop IT strategies to align with and support these goals. These strategies often encompass specific business requirements, such as achieving a 5-second cash withdrawal process from an ATM or responding to customer calls within 8 seconds. The Design stage of the service lifecycle is dedicated to fulfilling these actual and anticipated business requirements of the organization.

Objectives of the ITIL Service Design stage

Integrated ITIL service design

To fulfill the business goals, the organization may require the development of new services. The ITIL service design stage is specifically focused on designing these new services. When designing a service, it is crucial to consider its implementation, integration, and overall impact across all stages of the service lifecycle.

For example, let’s imagine you have designed a service that aligns perfectly with the organization’s goals. However, if this service cannot be effectively implemented or deployed in subsequent stages of the service lifecycle, it will not serve the organization as intended. Therefore, the aim should be to design services that are integrated, efficient, and capable of delivering their intended value throughout the entire lifecycle.

Identifying and management of risks in ITIL service design

During the ITIL Service Design stage, it is important to identify the risks associated with services or processes. For example, if there is a potential risk of a website experiencing outages during peak times, it is crucial to identify the underlying causes of these risks. Efforts should be made to eliminate these causes in the first place. However, if it is not possible to eliminate the risks entirely, response actions should be planned to mitigate the impacts when the risks occur. This proactive approach ensures that appropriate measures are in place to address and manage risks effectively.

Secure ITIL service design

The third objective involves the conceptual design of secure and resilient IT infrastructures, environments, and applications. When delivering services, it is essential to prioritize the security of data and implement failsafe IT infrastructures. For instance, banks must maintain a highly secure IT infrastructure that is resistant to hacking attempts. An unprotected environment would be unacceptable for bank customers. Hence, ensuring security and planning the IT infrastructure accordingly are vital aspects of the ITIL Service Design stage.

Additionally, planning for periodic backups and data maintenance is crucial to establish a failsafe IT infrastructure. Consider a scenario where data corruption occurs in the system. With a failsafe environment in place, you can revert to a healthy state by utilizing a backup. This emphasizes the importance of proactive measures such as regular backups and maintenance to guarantee the reliability and resilience of the IT infrastructure.

Measures and metrics in ITIL Service design

During the ITIL Service Design stage, it is necessary to develop metrics and methods to effectively measure the performance of services and processes. These metrics and methods play a crucial role in assessing and evaluating the effectiveness, efficiency, and overall success of the designed services and processes. By implementing appropriate measurement mechanisms, organizations can gain valuable insights into their performance, identify areas for improvement, and make informed decisions to enhance the quality and delivery of their services.

Value of the ITIL Service Design Stage

ITIL Service design reduces the total cost of ownership

The Design stage aims to minimize the total cost of ownership within the organization. When a service or process is well-designed, it simplifies the planning, implementation, and management aspects. This structured and modular approach significantly contributes to reducing the overall cost of ownership. By ensuring that services and processes are efficiently designed and implemented, organizations can optimize their resources, streamline operations, and minimize unnecessary expenses, thereby achieving a more cost-effective and sustainable model.

Improved service quality through ITIL service design

By designing a service comprehensively before immediate implementation, you gain the ability to assess its impact and suitability for the organization. During the design stage, you can identify potential risks and their associated impacts, enabling you to tailor your services and processes to work within these constraints. This proactive approach allows for continuous improvement and ensures that the services are designed to deliver optimal outcomes, ultimately enhancing the overall quality of the service.

Improved service consistency through ITIL service design

Proper ITIL service design will improve service consistency.

Simple implementation through ITIL service design

As the designed services or processes are created with consideration for their compatibility with other services, processes, and service lifecycles, their implementation becomes more seamless. By prioritizing service design, organizations can achieve easier implementation, leading to improved service performance, effective service management, and streamlined IT processes. This holistic approach ensures that services are aligned and integrated, resulting in enhanced overall efficiency and effectiveness.

Improved decision-making through ITIL service design

During the ITIL service design phase, you gain valuable insights into the effects, risks, impacts, and potential outcomes of services and processes before their implementation. This overview allows you to assess how a service or process fits within the organization’s overall structure, enabling faster, better, and more informed decision-making. By having a comprehensive understanding of the service or process beforehand, you can make decisions that lead to improved outcomes and facilitate smoother integration within the organization.

 

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The ITIL Service Transition stage plays a critical role in efficiently introducing new service designs and changes into operations. Its primary aim is to ensure that these modifications align with the business’s expectations.

During this phase of the ITIL service lifecycle, the focus is on constructing and implementing IT services based on the designs. This approach allows for flexibility in handling modifications, failures, and other unforeseen circumstances that may arise during the deployment of the services.

The ITIL service lifecycle consists of five stages, and the third stage is known as the Service Transition. The stages are outlined below:

1. ITIL Service Strategy
2. ITIL Service Design (Design Strategy)
3. ITIL Service Transition (Transition Strategy)
4. ITIL Service Operation (Operation Strategy)
5. ITIL Continual Service Improvement

In this article, we will explore the intricacies of the ITIL Service Transition stage.

ITIL Service Transition

The ITIL Service Transition stage holds immense importance as it ensures the seamless coordination of all changes made to services and service management processes. Its effectiveness lies in leveraging the Service Knowledge Management System (SKMS) to guarantee the smooth operation of services, ultimately determining the overall success of the service lifecycle.

This important stage focuses on harnessing the power of both new and existing services to drive impactful outcomes and enhance the organizational knowledge base. By meticulously managing the transition of services into operation, the ITIL Service Transition stage plays a vital role in ensuring consistent and efficient service delivery that aligns with the business requirements.

The Objective and Scope of Service Transition

The objectives and scope of ITIL Service Transition can be defined as follows:

• Streamlining and proficiently overseeing service changes.
• Mitigating risks related to newly introduced, modified, or discontinued services.
• Deploying service releases across different environments.
• Establishing performance expectations and usage requirements for new or modified services.
• Ensuring that service changes deliver the anticipated value to the business.
• Offering comprehensive knowledge and information about services and service assets.

The ITIL Service Transition stage encompasses various significant tasks, which include release planning, development, analysis, and implementation of capabilities to smoothly transition new and modified services into a well-supported environment. This stage also considers service retirement and transfers between service providers.

By meticulously overseeing these activities, the ITIL Service Transition stage plays a pivotal role in ensuring consistent and efficient service delivery that aligns with the business requirements.

ITIL Service Transition Processes and Importance

The smooth transition of an IT service is of utmost importance in meeting the requirements of end-users. Within the ITIL Service Transition process, the following vital tasks are essential to ensure efficient transition planning and support:

• Define the Strategy: This entails delineating the strategy for the transition, which encompasses defining the roles, procedures, responsibilities, frameworks, success criteria, and standards.
• Evaluate the Service Transition: This process entails preparing, evaluating, and adjusting the service transition to guarantee the accuracy and feasibility of the changes.
• Discuss the Transition: The coordination of service transition should occur prior to release, encompassing activities such as planning, reviewing, and incorporating the transition into client distribution.
• Provide Support for the Transition: This procedure guarantees comprehensive support for the management, evaluation, progress, and implementation of the transition process.

The processes within the knowledge management areas of service transition are outlined as follows:

• Change Management: This is important for managing the lifecycle of changes and enabling beneficial modifications with minimal disruption to IT services.
• Change Evaluation: This process evaluates significant changes, such as the introduction of a new service or a substantial modification to an existing service, before allowing these changes to progress to the next phase in their lifecycle.
• Project Management (Transition Planning and Support): This holds significance in strategizing and coordinating the necessary resources for the deployment of a major release, taking into account constraints related to cost, time, and quality.
• Knowledge Management: This process guarantees the availability of appropriate knowledge to the right individuals at the right time, facilitating efficient and high-quality service delivery.
• Release and Deployment Management: This process strategizes, arranges schedules, and manages the movement of releases to testing and live environments, safeguarding the integrity of the live environment and ensuring the correct components are released.
• Service Validation and Testing: This process guarantees that deployed releases and the consequent services fulfill customer expectations and verifies that IT operations are capable of supporting the new service. Maintaining objectivity is crucial in this context, as the evidence must demonstrate that the new service or change can effectively meet the business requirements, including the agreed-upon service level agreements (SLAs).
• Service Asset and Configuration Management (SACM): This process manages the information pertaining to the configuration items necessary for delivering an IT service, including their interrelationships.

The flowchart illustrating the aforementioned processes is provided below:

The ITIL Service Transition process involves a dynamic exchange between change management and change evaluation, with valuable feedback from release and deployment management. It is crucial to prioritize changes that align with the business requirements during transition planning.

Knowledge management plays a pivotal role in supporting all aspects of the service transition process. Similarly, service asset and configuration management exclusively contribute to ITIL Service Transition, enhancing cost estimations, service timelines, resource requirements, and risk assessments during implementation. This proactive approach helps minimize delays caused by unforeseen conflicts and dependencies.

A well-executed service transition enhances confidence in the value and stability of new or modified services, ensuring their ease of maintenance and long-term cost-effectiveness. Additionally, a thoughtfully crafted service transition strategy empowers better control over existing service assets and configurations, leading to improved overall management.

Conclusion

ITIL Service Transition plays a pivotal role in guaranteeing the implementation of changes to IT services within a standardized framework and established processes. Concurrently, it ensures the smooth execution of package releases as per the predetermined plans. This approach serves as a quality assurance mechanism for newly introduced or modified services, enhancing overall quality throughout the transition process.

By strictly adhering to the prescribed processes and knowledge management areas, service providers can effectively address challenges and manage risks associated with the transition. Through the implementation of a comprehensive service transition strategy, organizations can ensure that their services align with business requirements and are delivered with utmost efficiency and effectiveness.

 

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Here at CourseMonster, we know how hard it may be to find the right time and funds for training. We provide effective training programs that enable you to select the training option that best meets the demands of your company.

For more information, please get in touch with one of our course advisers today or contact us at training@coursemonster.com

If your organization is seeking to establish a well-structured problem management capability or aiming to enhance the existing security management and problem management practices, this blog post is tailored specifically for you. Here, you will discover four problem management root cause analysis techniques explained in-depth to gain a comprehensive understanding of their purpose and benefits.

Additionally, ITIL has included valuable links to further resources for each technique, ensuring you have access to detailed information. Continue reading to explore the four most widely recognized root cause analysis techniques that can effectively support your endeavor to establish or improve problem management capabilities.

Popular Problem Management Techniques

The most recent guidance provided by ITIL 4 highlights the following problem-management techniques:

• “Root cause analysis techniques, such as 5 Whys, Kepner and Fourie, and fault tree analysis
• Impact analysis techniques, such as component failure impact analysis and business impact analysis
• Risk analysis techniques.”

The following sections provide detailed explanations of each of the three root cause analysis techniques.

5 Whys

The 5 Whys technique, developed in the 1930s and popularized in Japanese manufacturing during the 1970s, aligns with the Toyota Genchi Genbutsu and Gemba philosophies, emphasizing the need to understand the happenings “on the shop floor.”

The technique itself is straightforward. When confronted with a problem, the question “Why?” is asked five times to delve deep and uncover the root cause(s) of the issue. This process enables the establishment and implementation of an appropriate solution.

However, it is important to note that the 5 Whys technique is most suitable for addressing simple to moderately difficult problems and may not be as effective for more complex issues. This is because the technique tends to focus on a limited number of potential root causes, potentially missing other underlying factors that contribute to the problem.

Kepner and Fourie’s Critical Thinking

The Kepner and Fourie Critical Thinking approach, also known as the Kepner-Fourie model, employs a structured question template to facilitate the analysis phase. This method expedites the process by directing individuals to ask pertinent questions to the appropriate individuals while gathering information and data. The objective is to discourage the common tendency of problem solvers to immediately evaluate potential resolution options without conducting a thorough inquiry.

When using the Kepner and Fourie approach, there are four key steps to follow in order to solve a problem:

1. Stating the problem and agreeing on what the problem is
2. Gathering information
3. Organizing and analyzing the information
4. Drawing a conclusion

Fault Tree Analysis

Fault tree analysis is a root cause analysis technique that involves visually documenting all potential causes that could have led to a specific event or problem. In this approach, the event or problem is positioned at the top of the tree, and the investigation progresses in a top-down manner.

Primarily employed in safety engineering and reliability engineering, this analysis method aims to understand the potential failure modes of systems, identify effective risk reduction strategies, and estimate the occurrence rates of safety accidents or specific functional failures. This is achieved by assigning probabilities to various components within the tree, enabling a comprehensive assessment of the overall system reliability.

An example Fault Tree Analysis Diagram

Ultimately, fault tree analysis serves as a deductive approach that facilitates a comprehensive comprehension of a problem by visually illustrating how the problem or related event transpired. This method aims to uncover the root cause(s) by providing a visual representation, enabling a deeper investigation into the underlying factors.

A bonus root cause analysis technique: Ishikawa diagrams

Although not explicitly mentioned in the aforementioned ITIL 4 excerpt, there exists a wide array of other root cause analysis techniques that individuals can utilize when addressing problems. Some of these techniques include:

• Chronological analysis
• Ishikawa (or fishbone or cause and effect) diagrams
• Pareto analysis
• Pain value analysis
• Structured brainstorming

Among these techniques, Ishikawa diagrams are likely the most widely recognized. This method combines the principles of mind mapping and brainstorming to construct a visual diagram showcasing the cause-and-effect relationships. The primary objective is to encourage individuals to explore all potential causes of a problem, rather than solely focusing on the apparent ones.

Initially developed for quality control purposes, this technique has evolved to find applications in diverse scenarios, including:

• Root cause analysis for problems
• Identifying bottlenecks in processes
• Understanding where and why processes aren’t working.

An example Ishikawa diagram is shown below.

Example Ishikawa diagram

When collaboratively constructing an Ishikawa diagram, it is customary for participants to jot down their ideas or potential causes on post-it notes. These notes can then be organized and grouped along the vertical “fishbones” depicted in the diagram above.

 

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The concept of Online ITIL training encompasses various definitions that specifically pertain to ITIL Service Level Management. It is crucial for both the service-level manager and service owners to familiarize themselves with these definitions to implement efficient ITIL service-level management practices. Understanding these terms is essential when establishing service level agreements (SLAs). ITIL online courses offer comprehensive information on effective ITIL service-level management and the roles and responsibilities within an IT organization. In the absence of effective ITIL service level management, services may fail to meet the expectations of the business, potentially resulting in revenue loss. Now, let’s examine the important terms in ITIL Service Level Management individually.

Definitions of ITIL Service Level Management

1. IT service provider

The first term in the compilation of definitions concerning ITIL service level management is “IT service provider.” An IT service provider refers to a service provider responsible for delivering IT services to either internal or external customers. For instance, a bank offering a money withdrawal service to its customers serves as an example of an IT service provider. IT service providers must implement ITIL service-level management practices. It’s worth noting that a service can be provided to either another organization or a different department within the same organization. IT service providers engage in signing SLA documents to ensure that the services they provide align with the customer’s expectations. This aspect constitutes an integral part of ITIL service-level management.

2. Supplier

Another essential term to be clarified in the context of ITIL service-level management is “supplier.” A supplier refers to a third party entrusted with the provision of goods or services necessary for delivering IT services. Examples of suppliers encompass vendors supplying commodity hardware and software, network and telecom providers, as well as outsourcing organizations. For instance, a telecom operator offers SMS, data, and call services to its subscribers, and to facilitate these services, they require telecom switches, network routers, application servers, and so on. These components are supplied by suppliers as a component of ITIL service-level management.

3. Service Level Agreement (SLA)

Within ITIL service level management, a Service Level Agreement (SLA) represents a contractual agreement established between an IT service provider and a customer. To illustrate, consider yourself as a customer of a bank where the bank offers various services to you. These services may include features such as 24/7 customer support in case of any issues, access to Internet banking, and the ability to withdraw money from your account via ATMs. The SLA is a document that was mutually agreed upon and signed between you and the bank when you became their customer.

Similarly, business-to-business SLA contracts can also be established. For instance, if a telecom operator utilizes a GPS service from a separate supplier to offer geographic services to its customers, an SLA can be agreed upon between the supplier and the telecom operator.

The SLA serves as a document that outlines the IT service, documents the service levels, sets specific targets, and outlines the responsibilities of both the IT service provider and the customer. As an example, a bank may require that the money withdrawal service be completed within fifteen seconds. This represents a service level target that the business has set, and it is the responsibility of the IT service provider to strive to meet and surpass these levels. Such targets are clearly defined within the SLA. Effective ITIL service level management ensures that all the service levels specified in the SLA are adhered to.

It is important to note that a single SLA can cover multiple IT services or multiple customers. For instance, a bank provides various services, but only one agreement is signed between the customer and the bank. This agreement encompasses all the services provided by the bank.

4. ITIL Service level management: Operational Level Agreement

Another term that requires clarification is the operational level agreement (OLA). This agreement is established between an IT service provider and another division or department within the same organization. The key distinction to remember in the context of ITIL service-level management is that an SLA is signed with the customer, whereas an OLA is signed with another internal entity.

To illustrate, let’s consider a scenario where an IT department relies on financial services provided by the finance department in order to deliver services to the HR department. In order to ensure consistent service delivery to the HR department, the finance department must meet specific quality standards. These service levels between the IT department and the finance department are negotiated and documented within an OLA, outlining the responsibilities and targets that both parties must meet.

An Operation Level Agreement (OLA) plays an important role in facilitating the IT Service Provider’s delivery of IT services to customers. It ensures that all associated services and processes align with their respective service level targets to meet the agreed-upon service levels stated in the SLA with the customer. In situations where the IT Service Provider relies on services from other internal organizations within the same company to deliver the end services to customers, OLAs are utilized to ensure the smooth operation of the IT Service Provider.

Service-level managers must possess an understanding of how OLAs support the IT Service Provider in delivering IT services effectively within the realm of ITIL service-level management.

An important aspect to note about operation-level agreements in ITIL service-level management is that they define the specific goods or services to be provided, as well as the responsibilities of both parties involved. The OLA clearly outlines the obligations and duties of both the IT Service Provider and the other organization responsible for delivering the service.

5. ITIL Service level management: Contract

A contract is a legally enforceable agreement entered into by two or more parties, and understanding this is crucial for ensuring effective ITIL service-level management. In a contract, all the terms, conditions, obligations, and responsibilities negotiated and agreed upon by both parties are explicitly documented. The contract serves as a reference point in the event of any disputes between the parties, and if the conflict cannot be resolved through other means, it may be brought before a court of law. Hence, it is essential that every provision stated in the contract is carefully reviewed and agreed upon by all parties involved. It is important to note that any term or condition that cannot be feasibly fulfilled by either party should not be included in the contract to avoid potential conflicts and legal issues.

6. ITIL Service level management: Underpinning contract

An underpinning contract pertains to a specific type of contract established between an IT Service Provider and a third party. It can be considered as a subset of a contract, specifically when it is signed between an IT Service Provider and a supplier or partner. This third party is responsible for supplying goods or services that support the delivery of an IT Service to a customer.

For instance, let’s consider the scenario where you become a customer of a bank by signing a contract. After your bank account is approved, you receive debit and credit cards. The bank obtains these cards from card manufacturers. In this case, the bank must have entered into an underpinning contract with the card manufacturer to ensure the production and delivery of debit and credit cards for its customers.

The underpinning contract establishes the targets and responsibilities necessary to meet the agreed-upon Service Level Targets specified in the SLA. For example, if the bank commits to delivering a debit card within three days, the card manufacturer must produce the card within one day to achieve this target. All these terms, conditions, and targets are officially documented within the underpinning contract.

If you wish to deepen your understanding of these terms, it is highly recommended to enroll in an online ITIL course, which often offers free options to expand your knowledge in this area.

 

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Here at CourseMonster, we know how hard it may be to find the right time and funds for training. We provide effective training programs that enable you to select the training option that best meets the demands of your company.

For more information, please get in touch with one of our course advisers today or contact us at training@coursemonster.com