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SandraDee Newbie


Joined: Apr 24, 2007 Posts: 9 Location: Dubln, Ireland
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Posted: Thu Aug 09, 2007 1:16 am Post subject: ITIL (in-scope) process |
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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 !
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UKVIKING Senior Itiler

Joined: Sep 16, 2006 Posts: 3591 Location: London, UK
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Posted: Thu Aug 09, 2007 3:13 am Post subject: |
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Customer & Customer Relation Management is part of Service Level Management
Security is not part of ITIL. It is ISO 27001 _________________ John Hardesty
ITSM Manager's Certificate (Red Badge)
Change Management is POWER & CONTROL. /....evil laughter |
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UKVIKING Senior Itiler

Joined: Sep 16, 2006 Posts: 3591 Location: London, UK
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Posted: Thu Aug 09, 2007 3:14 am Post subject: |
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But v3 it is a little different
As I have just got the books... go to the official web sites.... _________________ John Hardesty
ITSM Manager's Certificate (Red Badge)
Change Management is POWER & CONTROL. /....evil laughter |
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JoePearson Senior Itiler

Joined: Oct 13, 2006 Posts: 116 Location: South Africa
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Posted: Thu Aug 09, 2007 6:25 am Post subject: |
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Now now, John.
Security is so much part of ITIL (v2 even) that it has its very own book.
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 Senior Itiler

Joined: Sep 16, 2006 Posts: 3591 Location: London, UK
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Posted: Thu Aug 09, 2007 6:00 pm Post subject: |
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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. _________________ John Hardesty
ITSM Manager's Certificate (Red Badge)
Change Management is POWER & CONTROL. /....evil laughter |
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SandraDee Newbie


Joined: Apr 24, 2007 Posts: 9 Location: Dubln, Ireland
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Posted: Thu Aug 09, 2007 6:09 pm Post subject: Um..... |
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So now John and Joe,
Where do you see supplier management ? V3 mainly ?
Thanks for all your help ? |
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UKVIKING Senior Itiler

Joined: Sep 16, 2006 Posts: 3591 Location: London, UK
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Posted: Thu Aug 09, 2007 8:37 pm Post subject: |
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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 _________________ John Hardesty
ITSM Manager's Certificate (Red Badge)
Change Management is POWER & CONTROL. /....evil laughter |
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dboylan Senior Itiler

Joined: Jan 03, 2007 Posts: 189 Location: Redmond, WA
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Posted: Sat Aug 11, 2007 12:32 am Post subject: |
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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 Senior Itiler

Joined: Jan 01, 2006 Posts: 500 Location: New Jersey
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Posted: Mon Aug 27, 2007 4:43 am Post subject: |
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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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