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Service management in the manufacturing context, is integrated into supply chain management as the intersection between the actual sales and the customer point of view. The aim of high-performance service management is to optimize the service-intensive supply chains, which are usually more complex than the typical finished-goods supply chain.
The ITIL version 2 Business Perspective [10] and Application Management [11] volumes and the ITIL v3 Service Strategy volume also cover it in depth. Various vendors have offerings explicitly branded as "IT Portfolio Management" solutions. ISACA's Val IT framework is perhaps the first attempt at standardization of IT portfolio management principles.
TIPA for ITIL is the application of the TIPA framework to the IT Service Management domain. It applies the TIPA assessment method to the IT Service Management best practices described in ITIL 2011. ISO/IEC 15504 Processes are defined by 9 attributes. The definition of the attributes helps understanding the process capability.
The service blueprint is a technique originally used for service design, but has also found applications in diagnosing problems with operational efficiency.The technique was first described by G. Lynn Shostack, a bank executive, in the Harvard Business Review in 1984.
The IT Service Management Forum (itSMF) is an independent, international, not-for-profit organization of IT service management (ITSM) professionals worldwide. [1] Around the operation of IT services the itSMF collects, develops and publishes best practices, supports education and training, discusses the development of ITSM tools, initiates advisory ideas about ITSM and holds conventions.
Critical success factor (CSF) is a management term for an element necessary for an organization or project to achieve its mission.To achieve their goals they need to be aware of each key success factor (KSF) and the variations between the keys and the different roles key result area (KRA).
COBIT (Control Objectives for Information and Related Technologies) is a framework created by ISACA for information technology (IT) management and IT governance. [1]The framework is business focused and defines a set of generic processes for the management of IT, with each process defined together with process inputs and outputs, key process-activities, process objectives, performance measures ...
An ITIL-compliant help desk is usually a part of a bigger service desk unit, which is part of ITSM. [42] As the incoming phone calls are random in nature, help desk agent schedules are often maintained using an Erlang C calculation.
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