IT Service Management
About the IT Service Management
IT Service Management is not just about Information Technology. It is a best practice framework for management of people, processes and products. Service Management ensures clarity of what is offered, where, when, by whom and how promptly.
Catalogue of Services
A service provides outcomes without the user having to worry about the specific costs and risks. A Business Service Catalogue provides a menu of outcomes currently available - "off the shelf". These outcomes are provided promptly.
If the catalogue does not list a service that provides the outcome desired by the user - that is, it is "not in stock" - the service provider can log a Request for Change. The user desired outcome is not currently, and may never, be available.
Over time the services and service options adapt to ensure that what is offered provides best value overall. This means the Catalogue does and should change.
Change and Release Management
Change Management coordinates the governance of what changes should be made and Release Management provides control of when and how Changes are released.
Release management considers all forthcoming releases and the business context into which those releases happen. To achieve this, a Forward Schedule of Change gives a release roadmap. This auto updates on weekdays every 2 hours to pull recent and forthcoming Changes and forthcoming alerts. It is provided as is, with no warranty.
Lookup Tool For Service Desks
Service Desks need to be able to quickly identify how to process a call. This includes how to categorise and, if escalation is required, who to escalate to.
The Lookup Tool provides this function.
IT Service Management Reports
These reports are available for staff to view.
- Service Map - complex but allows click into individual nodes.
- UniDesk Power BI Reports
- Catalogue People and their roles.
- Catalogue Leavers - showing role holders who have recently left or for whom the record lacks a username.
- Catalogue Vacant Roles - showing services with role vacancies.
- Service Level Documents
- Hourly updated downloadable data as Excel compatible tables (.csv)
- My Service Roles - see all service roles which you hold.
ITIL Learning Resources
These are a number of resources useful for gaining an insight into how things join together...
- Clear guidance on Using UniDesk in line with agreed processes.
- Video about Service Desk Best Practice (14 minutes)
- Video about Advantages of being 2nd line only (8 minutes)