Original post in Brazillian portugues by Emerson Dorow
http://www.profissionaisti.com.br/2009/07/itil-entrega-de-servicos/
Imagine the scenario: Your client has the server stopped, event management and has researched everything it could to resolve the incident, but without success. Problem Management was involved in the issue, and it seems the solution to the problem (cause unknown) will take longer time. Your Service Desk is experiencing incompetent service to the client (whether internal or external) due to delay in putting the service in the air. Days ago, the IT staff had already warned by phone (no records) to one of the directors of the company, that the X server could stop anytime, and that the organization has no contingency to rectify that… but he “did not care.”
What is the error/problem?
I would say several. Surely the process of Service Support was done correctly, because it was well structured: single point of contact (Service Desk), knowledge base and so on. And why then all this stress?
Lack of Service Delivery Management.
In a process of service delivery, the time for troubleshooting, hardware replacement, and the time the customer could be stopped, were described in a kind of contract or Service Level Agreement, commonly referred to as SLA. From this “Agreement” means the Availability Management would support the process that takes care of this “contract” (Level Management Services) providing for the availability that the customer needs are met, and thus estimate the value (Financial Management ) that will need to invest to have the desired availability. Capacity management would support both of these processes with information on the usability of the current environment and future trends.
It’s easy sometimes to want a 100% availability of our systems, but in fact, what the cost of this? The investment to achieve 100% availability is justified?
Service Delivery Management is just to document and enforce what was agreed between the organization and IT so that IT can deliver what the organization needs within the time required and at the best cost, and be effectively aligned with business.
The service delivery is based on the following cases:
- Level Management Services;
- Financial Management for IT Services;
- Capacity Management;
- Availability Management;
- Continuity Management IT Service;
- Security Management (with reference to the book Security Management).
Thanks!
