ITIL (in-scope) process

[SandraDee]

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 !

[UKVIKING]

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

[UKVIKING]

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

[JoePearson]

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".

[UKVIKING]

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

[SandraDee]

So now John and Joe,

Where do you see supplier management ? V3 mainly ?


Thanks for all your help ?

[UKVIKING]

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

[dboylan]

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.

[Guerino1]

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