Service Management
Our Service Management solutions are delivered by a team comprising ITIL® examiners, leading itSMF management board members and committee chairs who all have ‘real-word’ implementation experience.
The IT Infrastructure Library (ITIL®)
ITIL® is a set of consistent and comprehensive documentation defining best practice for IT Service Management. Used by thousands of organisations around the world, a whole ITIL philosophy has grown up around the guidance contained within the ITIL books and the supporting professional qualification scheme.
The ethos behind the development of ITIL is the recognition that organisations are becoming increasingly dependent on IT in order to satisfy their corporate aims and meet their business needs. This leads to an increased requirement for high quality IT services in the following areas:
- Service Strategy - Service Strategy allows Service Providers to act and think in a strategic manner and achieve goals & objectives using strategic assets. It enables them to see the relationships between systems, Services & processes that will help transform Service Management into a strategic asset.
- Service Design - Service Design designs new or changed Services for introduction into the live environment ensuring that an holistic approach is adopted. Service Design takes into consideration aspects beyond just the individual elements being introduced or changed but goes further to encompass metrics, measures, communication, service improvement, education and documentation.
- Service Transition - Service Transition provides guidance for the development and improvement of capabilities for transitioning new and changed Services into Operations.
- Service Operation - Service Operation undertakes the activities & processes that manage & deliver Services at agreed levels to Business Users & Customers. It further manages the technology used to deliver the Services and collects information on performance & Service metrics.
- Continual Service Improvement - Continual Service Improvement (CSI) seeks to identify & implement improvements to IT Services that support Business Processes and to ensure the ongoing alignment of IT services to the changing needs of the Business.
ISO/IEC 20000
ISO/IEC 20000 is the first worldwide standard specifically aimed at IT Service Management. It describes an integrated set of management processes for the effective delivery of services to the business and its customers. It is aligned with and complementary to the process defined within ITIL from the Office of Government Commerce (OGC).
ISO/IEC 20000 consists of two parts:
ISO/IEC 20000-1:2005 is the formal Specification and defines the requirements for an organisation to deliver managed services of an acceptable quality for its customers. The scope includes:
- Requirements for a management system
- Planning and implementing service management
- Planning and implementing new or changed services
- Service delivery process
- Relationship processes
- Resolution processes
- Control processes
- Release processes
ISO/IEC 20000-2:2005 is the Code of Practice and describes the best practices for Service Management processes within the scope of ISO/IEC 20000-1. The code of Practice will be of particular use to organisations preparing to be audited against ISO/IEC 20000 or planning service improvements.
Service Desk Institute
The SDI Service Desk certification standard is based around the (European Framework For Quality) (EFQM) model which was introduced at the beginning of 1992 as the framework for assessing organisations for the European Quality Award. It has now become the most widely used organisational framework in Europe and it has become the basis for the majority of international, national and regional accreditation programmes.
The EFQM Excellence Model is a practical tool that can be used in a number of different ways:
- As a tool for Self-Assessment
- As a way to Benchmark with other organisations
- As a guide to identify areas for Improvement
The framework is non-prescriptive and based on nine concepts:
- Leadership
- Policy & Strategy
- People & Management
- Partnerships & Resources
- Processes
- People Satisfaction
- Customer Satisfaction
- Performance Results
- Social Responsibility
2e2 provides the following authorised SDI courses on a public scheduled London, Leeds and Manchester or as bespoke events nationwide:
- Customer Support Specialist
- Help Desk Analyst
- Service Desk Manager
