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Services - From a Local Government and Small Business Perspective

By Andy Atencio As most of us know, ITIL is a collection of best practices for managing Information Technology Services. What some people do not realize however is that ITIL can scale for use in small organizations just as well as in large ones.
Dec 12, 2005
By

ITSM Watch Staff





By Andy Atencio

As most of us know, ITIL is a collection of best practices for managing Information Technology Services. What some people do not realize however is that ITIL can scale for use in small organizations just as well as in large ones.

Using ITIL in large organizations might be commonplace, where implementation of process can save considerable amounts of time and money. So how do you bring this same proportional savings to a small local government or business? You accomplish this by doing a very good job of defining your Services.

To define Services correctly, we must understand some very core terms in ITIL and IT Service Management. We use these terms in all lines of business including government agencies.
  • User - The person or group who actually uses the service provided. Responsible for helping define what the service is and what the expectation is.
  • Customer - The person that has monetary responsibility for the outcome provided by the service. Also responsible for defining the business need for a service.
  • Business process - a collection of activities put together to attain an organizational goal.
  • ITSM (IT Service Management) - a formally defined set of processes, policies, and procedures put in place to assist in the management of services, which are needed to support the business objectives.
Once you have identified who in your organization are the users and customers you need to determine what services you are trying to provide. In government, services are what we do to provide value back to our customers, otherwise known as our constituents or residents.

For Greenwood Village, our mission is to sustain and improve quality of life for our customers. This is a core organizational value and all services provided internally and externally need to support the objectives that make the realization of this value possible.

Based on the needs of your users (internal and external) you define your Services. Services need to meet the business goals of the customer (whether expectations are financial or process related). When you define Services, you need to be able to align them with the stated goals of your customers and users, thus contributing and providing support to the organizational values and objectives.


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