Joined: Nov 18, 2007 Posts: 2 Location: India, Pune
Posted: Mon Nov 19, 2007 3:11 am Post subject: Infrastructure creation as Service Delivery
We are engaged in mainly two types of services (as IT department of a carrier), one is "Operations of IT infrastructure" and second is "Implementation of IT Infrastructure of our customers as an activity inernally that the carrier business has outsourced to us".
By >implementation<, I am refering to - "Plan, Design, Source equipment, Implement solution, Test, Release etc." of IT Infrastructure where IT Infrastructure means "CPE and allied infrastructure".
From ITIL books / knowledge base, it looks like OGC is focused on "Operations" part more than this kind of "service delivery". The CPE implementation service is managed through a differnnt kind of process set compared to "Operations Incidence Management" processes. CPE implementation goes through tight workflow linked to typical carrier business.
My query is which processes of ITIL V 2.0 will encompass these operations? Any tools for managing these kind of activities in ITIL framework? Can these activities be handled as Service Requests or Change Requests?
Joined: Sep 16, 2006 Posts: 3536 Location: London, UK
Posted: Mon Nov 19, 2007 5:01 am Post subject:
The ITIL v2 books consist of more than just teh Service Support and Service Delivery
The other books also have things to say as well as othe processes such as PRINCE2, CMMI, etc
If you are involved in planning the improvement or new services you are in both service delivery and support
1 - capacity management for one - for increasin the ability to do things
2 - release management to roll out the new stuff
3 - change and configuration - to roll out
4 - service level management - to define the service and the expectations _________________ John Hardesty
ITSM Manager's Certificate (Red Badge)
Change Management is POWER & CONTROL. /....evil laughter
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