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Services:-
2.
3.
Processes
Processes are structured sets of activities designed to achieve a specific
objective. Processes have four basic characteristics:
1. They transform inputs into outputs
2. They deliver results to a specific customer or stakeholder
3. They are measurable
4. They are triggered by specific events
4. State the processes that our case study contain it and answer on the
above four characteristics according to the processes that deliver to
each customer.
5. ITIL utilizes the RACI model as a generic tool for reviewing and assigning
four key roles to any important task or activity. In your case state each
of this keys.
2.
Internal/ external: Internally provided service or a service sourced from an external service supplier
Service Owner
(responsibility for service provisioning)
Customers
(customers currently using this service)
Contacts and procedures for signing up to the service
1.
2.
1.
2.
3.
Desired outcome in terms of utility (example: "Field staff can access enterprise applications xxx and yyy
without being constrained by location or time")
4.
Desired outcome in terms of warranty (example: "Access is facilitated worldwide in a secure and reliable
manner")
Offerings and packages, variations
1.
2.
3.
1.
2.
Dependencies
1.
Services
1.
2.
2.
Components/ Configuration Items (major CIs like on which this service depends)
Planned changes to the service
(if any)
1.
References to relevant plans (e.g. Service Strategy Plan, Strategic Action Plans, entries in the CSI
Register)
2.
3.
4.
5.