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ITIL :: View topic - ITIL (in-scope) process
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ITIL (in-scope) process

 
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SandraDee
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Joined: Apr 24, 2007
Posts: 9
Location: Dubln, Ireland

PostPosted: Thu Aug 09, 2007 1:16 am    Post subject: ITIL (in-scope) process Reply with quote

I am starting to look at ITIL and can see that that there are 6 process in the Service Support area:

Service Desk (function), Incident, Problem, Change, Release, Config

And I can see that there are 5 processes in the Service Delivery area:

Capacity, Availability, Service Level Management, IT Service Continuity and Financial Management.


So where does:

Customer Relationship, Security and Customer Relationship Management fit in ? Are they part of Service Support and Service Delivery or do they belong to another set of processes. I see conflicting evidence when I research the topic.

Help !

Razz
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UKVIKING
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Joined: Sep 16, 2006
Posts: 3303
Location: London, UK

PostPosted: Thu Aug 09, 2007 3:13 am    Post subject: Reply with quote

Customer & Customer Relation Management is part of Service Level Management

Security is not part of ITIL. It is ISO 27001
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John Hardesty
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Change Management is POWER & CONTROL. /....evil laughter
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UKVIKING
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Posts: 3303
Location: London, UK

PostPosted: Thu Aug 09, 2007 3:14 am    Post subject: Reply with quote

But v3 it is a little different

As I have just got the books... go to the official web sites....
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JoePearson
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Joined: Oct 13, 2006
Posts: 116
Location: South Africa

PostPosted: Thu Aug 09, 2007 6:25 am    Post subject: Reply with quote

Now now, John. Wink

Security is so much part of ITIL (v2 even) that it has its very own book. Smile

imho, security was an afterthought in version 1 of ITIL and they missed an important opportunity to integrate it into Service Delivery in version 2. ISO20000 integrates security, as does ITIL v3, but the requirements/guidance covered are pretty much the same (and do refer to ISO 27000).

CRM and Customer Mgt are sort-of addressed in SLM in the "core" ITIL v2 books. There is more in the "Business Perspective" book. ISO20000 does draw out separate processes for "Business relationship management" (largely CRM) and "Supplier management" in its "Relationship processes".
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UKVIKING
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Joined: Sep 16, 2006
Posts: 3303
Location: London, UK

PostPosted: Thu Aug 09, 2007 6:00 pm    Post subject: Reply with quote

Doh!!!

You are right. But it aint in the 10+1 from support and delivery books

So I get 1 point for being right but lose 1/2 point for not being clear.
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John Hardesty
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Change Management is POWER & CONTROL. /....evil laughter
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SandraDee
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Joined: Apr 24, 2007
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Location: Dubln, Ireland

PostPosted: Thu Aug 09, 2007 6:09 pm    Post subject: Um..... Reply with quote

So now John and Joe,

Where do you see supplier management ? V3 mainly ?


Thanks for all your help ?
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UKVIKING
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PostPosted: Thu Aug 09, 2007 8:37 pm    Post subject: Reply with quote

ISO20000 has vendor management

ITIL in the 10 disciplines do not cover that per se

ITIL v3 which is more aligned to ISO20000 may cover it but I am still reading it
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John Hardesty
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dboylan
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Joined: Jan 03, 2007
Posts: 189
Location: Redmond, WA

PostPosted: Sat Aug 11, 2007 12:32 am    Post subject: Reply with quote

What little vendor management there is in V2 is also contained in Service Level Management. And what is there is ensuring that your Underpinning Contracts with external vendors are aligned with your Operational and Service Level Agreements.
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Guerino1
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Joined: Jan 01, 2006
Posts: 500
Location: New Jersey

PostPosted: Mon Aug 27, 2007 4:43 am    Post subject: Reply with quote

Hi SandraDee,

ITIL is very vague and limited in its coverage of things like Customer Relationship Management (i.e. Customer Management), Vendor Management, Partner Management, Resource Management, etc. It implies that we should be managing such spaces but does very little to help in specifying and/or clarifying them. I'd be very wary about using ITIL as a baseline for any of these things. You might want to look outside of ITIL for better solutions.

My Best,

Frank Guerino, CEO
TraverseIT
On-Demand ITIL
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