Service Management Presentation

Service management. Lecture. Today’s topics. Contacts. Course structure. Laboratory. What do you know about service management? What is a service? IT service example. IT service management (ITSMService management is what enables. Itsm goals. Itil. Few ITIL advantages. A little bit of history. Update. ITIL certifications. Itil vs iso. Service lifecycle. Final remarks. Intro to ITIL video. Final remarks. References.

Information about evaluation Intro to service management Intro to ITIL.

Theory 5 points Extra points for active participation during exercises Laboratory 5 points: 2 points for presentation (~20 min) 3 points for the tests. Extra points for Pitch.

2 tests – one for 1, the other one for 2 points: Participating teams of up to 3 students Test from terminology + case study Information for the test is taken from lectures + students’ presentations.

Situation: Sales managers spend a lot of time dealing with customers. Their work can be improved by the service: Possibility to connect to company’s sale system from the laptop and to have the ability to work out of the office.

Service provider to know the services that they provide; To ensure that services are sure to improve the client's desired outcomes; To understand what value provided services create to the client; To understand and to manage all the risks associated with the provided services.

Design, provide, manage and optimize IT services throughout their life cycle; To integrate IT services with business processes, and not separate from them; Optimize resources and reduce costs (this can not reduce the quality of services).