Yes. I'm talking about applying ITIL best practices to accessibility program management and the delivery of accessible support. I've been asked to see if it applies but I'd rather not reinvent the wheel if others have already made this journey.
Joined: Jan 03, 2007 Posts: 189 Location: Redmond, WA
Posted: Thu Dec 13, 2007 1:11 pm Post subject:
The only part of ITIL that might apply is in the Service Level Management process. This is where you develop agreements (both legally binding, and non-legally binding) between IT, the business, and vendors. In considering the agreements, special considerations such as access for the disabled could be large portion of the agreements.
Other than that, I can't think of any aspects of ITIL that would directly affect how IT delivers services to handicapped individuals.
as stated above you can use the SLM process. In it there should be a process / method for determining the SLR's Service Level Requirements - which in this case can be the need to have the ability for disabled users to use services / systems etc. How you define the needs in more detail will be dependant of the template you use for SLR's. _________________ Mark O'Loughlin
ITSM / ITIL Consultant
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