IT Outsourcing and ITIL
Category Archive

Structuring Meaningful SLA’s for IT Support- Part 3

July 15, 2016 • Application Support, CIO, General ITIL Discussion, IT Outsourcing and ITIL, ITIL V3 for Application Support • Bob Anderson • Comments (1)

SLA’s are developed for specific IT organization and business customer combinations. Different combinations require different services and performance levels. We need to consider these combinations carefully when developing an SLA because they can significantly alter the scope and content. For example, an infrastructure network support SLA would be

Structuring Meaningful SLA’s for IT Support- Part 2

July 15, 2016 • Application Support, CIO, General ITIL Discussion, IT Outsourcing and ITIL, ITIL V3 for Application Support • Bob Anderson • Comments Off on Structuring Meaningful SLA’s for IT Support- Part 2

Service management methodologies encompass a wide variety of processes and desired service outcomes, however, here we will focus on one very critical element of service management, the Service Level Agreement (SLA). The SLA is the glue that holds together the

Structuring Meaningful SLA’s for IT Support- Part 1

Though many IT organizations have embraced standards like CMMI and dramatically improved their software development performance, it has done very little to improve the quality and performance of IT support services. (customize for a heading) The following

ITIL Life Cycle – SERVICE STRATEGY

July 15, 2016 • Application Support, CIO, General ITIL Discussion, IT Outsourcing and ITIL, ITIL V3 Life Cycle • Bob Anderson • Comments Off on ITIL Life Cycle – SERVICE STRATEGY

During Service Strategy, the relationships between the business customer and application support team are identified and defined. The IT Organization must become familiar with the business needs and goals in order to develop an understanding of

ITIL Life Cycle – SERVICE TRANSITION

July 15, 2016 • Application Support, CIO, General ITIL Discussion, IT Outsourcing and ITIL, ITIL V3 for Application Support • Bob Anderson • Comments Off on ITIL Life Cycle – SERVICE TRANSITION

Service Transition is the phase where new or changed services are “transitioned” into Service Operations. During Service Transition it is important to control the risks of service failure and business disruption. Activities performed