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ITIL v3 prompts IT to examine the actual business needs driving the need for a service. Business managers might say an objective of the remote access service was to increase repeat orders by enabling field sales people to look up the status of an order and place follow-on orders while in the customer's office. The support organization might view it as enabling support personnel to access repair parts inventory and order parts from on site so that support commitments of the business can be fulfilled while operating within the efficiency parameters underlying the organization's profitability model. Viewing services in the context of the actual business needs they fulfill also leads one to measure their effectiveness differently.
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