DeliveryITILService

Delivery ITIL Service

Delivery ITIL Service is the management of the IT services themselves, and involves a number of management practices to ensure that IT services are provided as agreed between the Service Provider and the Customer.

Delivery ITIL Service consists of 5 disciplines. These are:

• Service Level Management
• Capacity Management
• Contingency Planning
• Availability Management
• Cost Management for IT Services

Delivery ITIL Service is the management of the IT services themselves. The 5 recognized disciplines are:

1. Service Level Management: Service Level Management is the primary management of IT services, ensuring that agreed services are delivered when and where they are supposed to be delivered.

2. Capacity Management: Capacity Management is the discipline that ensures IT infrastructure is provided at the right time in the right volume at the right price, and ensuring that IT is used in the most efficient manner.

3. Contingency Planning: Contingency planning is the process by which plans are put in place to ensure that IT Services can recover and continue should a serious incident occur. See the contingency planning page for more information.

4. Availability Management: Availability Management is the practice of identifying levels of IT Service availability for use in Service Level Reviews with Customers.

5. Cost Management for IT Services: Cost Management is the discipline of ensuring IT infrastructure is obtained at the most effective price (which does not necessarily mean cheapest), and calculating the cost of providing IT services so that an organization can understand the costs of its IT services.  Service Delivery processes happen ‘behind the scenes’ to support frontline Support Services like Desktop Support, the Service Desk and so on. The purpose of Service Delivery is to show the links and the principal relationships between all the Service Management and other Infrastructure Management processes.

Delivery ITIL Service consists of:

• Capacity Management ensures that an adequate level of IT capacity is available to meet defined service levels. This process consists of Capacity Management and Capacity Planning sub-processes, the latter ensuring that future requirements are adequately planned for, and can be met.
• Availability Management monitors and reports on the IT infrastructure to ensure that IT services are available as defined in service level agreements. Similarly to the Availability process, it includes both management and planning sub-processes.
• Service Level Management is the foundation of service provision and is closely related to a many other ITIL processes. It defines the service levels, the internal and external SLAs, service quality and reporting plans and sets in place the measurement and monitoring guidelines to ensure that service levels are met.
• IT Service Continuity Management processes ensure that effective risk-reduction and contingency plans are in place to counteract the potential impact on IT infrastructure and customers, should a disastrous incident occur.
• Financial Management defines and controls the costs of provision of IT services, and provides the potential to recover these costs from customers, if desired

Delivery ITIL Service Processes:

• Service Level Management: Definition of a service catalogue; identifying, negotiating, monitoring and reviewing service level agreements (SLAs). 
• Financial Management for IT Services: Reviews of budgeting, charging and IT accounting; analysis of running costs and charging policies.  
• Availability Management: Review of reliability, availability, resilience, maintainability and serviceability, calculating availability, review of planning, monitoring and reporting. 
• Capacity Management: Review of application sizing, workload, performance, demand and resource management and their inputs to modeling, definition of the capacity management database and contents of the capacity plan. 
• IT Service Continuity Management: Re-view of business continuity, risk analysis and risk management, defining assets, threats, vulnerabilities and countermeasures (protection and recovery), development, testing and maintenance of the IT Service Continuity Plan, IT recovery options and management roles. 
• ..underpinned by Security Management