Search
Topics
  Create an account Home  ·  Topics  ·  Downloads  ·  Your Account  ·  Submit News  ·  Top 10  
Modules
· Home
· Content
· FAQ
· Feedback
· Forums
· Search
· Statistics
· Surveys
· Top
· Topics
· Web Links
· Your_Account

Current Membership

Latest: JMuhammad
New Today: 20
New Yesterday: 65
Overall: 131777

People Online:
Visitors: 59
Members: 1
Total: 60 .

Languages
Select Interface Language:


Major ITIL Portals
For general information and resources, ITIL and ITSM World is the most well known for both ITIL and ITIL Books. A shorter snapshot approach can be found at ITIL Zone

Related Resources
Service related resources
Service Level Agreement
Outsourcing

Note: ® ITIL is a registered trademark of OGC. This portal is totally independent and is in no way related to them. See our Feedback Page for more information.


The Itil Community Forum: Forums

ITIL :: View topic - SLM- Is the network a service ? (Part 2)
 Forum FAQForum FAQ   SearchSearch   UsergroupsUsergroups   ProfileProfile   Log in to check your private messagesLog in to check your private messages   Log inLog in 

SLM- Is the network a service ? (Part 2)

 
Post new topic   Reply to topic    ITIL Forum Index -> Related Topics
View previous topic :: View next topic  
Author Message
antoniogh
Newbie
Newbie


Joined: Aug 07, 2007
Posts: 4

PostPosted: Thu Aug 23, 2007 2:59 am    Post subject: SLM- Is the network a service ? (Part 2) Reply with quote

Thanks for the answers. The both of them are eye opener for me (SLM- Is the network a service ?).

But, some "consultant expert" in my organization said: " You don't car about the network (as Service Level Manager) there is a problem for the Infrastructure Manager (ITIL infrastructure mgmt), in the service (e-mail) you don’t need to worry about the network, you can think it is always available and the Network Service Management in the Infrastructure Management responsibility must send you the service level of the network"...

It is correct?? We don't have a Infrastructure Manager, but, in the ITIL perspective, Is the network service a problem solved in the Infrastructure Management book ??

Thanks again.


Gracias por las respuestas, ambas han traido nueva luz a la solución del problema.

Pero, un “consultor experto” en mi organización ha dicho: “Tu no te preocupes por la red (al ser un Service Level Manager), ese es un problema para el Infrastructure Manager (ITIL Infrastructure Management), en el servicio (correo) no necesitas preocuparte por la red, puedes considerarla como que siempre está disponible y el administrador del servicio de red dentro del administrador de infraestructura en la responsabilidad de ITIL deberá enviarte el nivel de la red.

¿Es esto correcto? Nosotros no tenemos un administrador de infraestructura, pero, desde la perspectiva de ITIL.¿Es el servicio de red un problema resuelto en el libro de Infrastructure Management?

Gracias nuevamente.
Back to top
View user's profile
Guerino1
Senior Itiler


Joined: Jan 01, 2006
Posts: 500
Location: New Jersey

PostPosted: Mon Aug 27, 2007 4:31 am    Post subject: Reply with quote

Hello Antonio,

Anything you provide is a "Service". Not only is the network a service but so are things like the ITIL disciplines, themselves.

It's important to itemize and create accountability for "all" services so that you can properly manage them.

I hope this helps.

My Best,

Frank Guerino, CEO
TraverseIT
On-Demand ITIL
Back to top
View user's profile Send e-mail Visit poster's website
JoePearson
Senior Itiler


Joined: Oct 13, 2006
Posts: 116
Location: South Africa

PostPosted: Mon Aug 27, 2007 9:03 pm    Post subject: Reply with quote

Antonio, I saw your question earlier and struggled to think how to answer.

Sometimes the network is a service and sometimes it isn't. (In response to Frank's point, I'll agree that everything you provide is a service, but in the case of ITIL disciplines you typically do not "provide" them to your customers. With the exception of Service Desk and Service Level Management, perhaps, they care about service level results, not the disciplines themselves. I claim this is true even though some customers do insist upon seeing ITIL-"compliant" procedure documents, etc!)

The real question is not so much whether you or an "Infrastructure Manager" should care about the network - but whether your customers care.

If they, for example, connect their own equipment to your network, or run network-dependent applications that they manage themselves, then they are very likely to care a lot about network service levels in their own right. Then the network would be a service. Of course, in such an environment you could argue that your own customers are IT service providers ... and should adopt ITIL best practice themselves.

If they only care about application (including email, file servers, printing, etc) performance and availability, then the network is a piece of infrastructure supporting the actual services.

Whether you report on network issues separately from end-to-end application issues depends on you - we discussed this in your previous thread.

Joe
Back to top
View user's profile Visit poster's website
Guerino1
Senior Itiler


Joined: Jan 01, 2006
Posts: 500
Location: New Jersey

PostPosted: Mon Aug 27, 2007 9:45 pm    Post subject: Reply with quote

Hi Joe,

The reality is that you do have other customers that do care about the network. Those customers may be IT groups, themselves. Remember, your customers are other groups. There is no specification in ITIL that says that those groups have to be non-IT. For example, when Engineering designs and builds a Network, they are the Service Owners for a Service that Production Operations becomes one of the key customers for.

Remember, a Service is anything at all that is provided to other people that they can call and complain about.

Also, it's important to look beyond ITIL, since ITIL is very limited and flawed in many ways. The most important thing is to be a good IT organization, not an ITIL compliant IT organization. If you just look to ITIL, you're going to be far short of everything you need to do to make your organization good enough to satisfy the business that funds and relies on it.

I hope this helps.

My Best,

Frank Guerino, CEO
TraverseIT
On-Demand ITIL
Back to top
View user's profile Send e-mail Visit poster's website
Display posts from previous:   
Post new topic   Reply to topic    ITIL Forum Index -> Related Topics All times are GMT + 10 Hours
Page 1 of 1

 
Jump to:  
You cannot post new topics in this forum
You cannot reply to topics in this forum
You cannot edit your posts in this forum
You cannot delete your posts in this forum
You cannot vote in polls in this forum

Powered by phpBB 2.0.8 © 2001 phpBB Group
phpBB port v2.1 based on Tom Nitzschner's phpbb2.0.6 upgraded to phpBB 2.0.4 standalone was developed and tested by:
ArtificialIntel, ChatServ, mikem,
sixonetonoffun and Paul Laudanski (aka Zhen-Xjell).

Version 2.1 by Nuke Cops © 2003 http://www.nukecops.com

Forums ©

 

Logos/trademarks property of respective owner. Comments property of poster. Rest © 2004 Itil Community for Service Management & Foundation Certification. SV
Site source copyright (c)2003, and is Free Software under the GNU / GPL licence. All Rights Are Reserved.