ICT SERVICE MANAGEMENT
Lecture 2 — Comprehensive Exam Summary
Chapter 13: IT Management
IT as a service · IT services sourcing · IT management standards & frameworks
Overview
• How is IT offered as a SERVICE inside the organisation?
• WHO delivers the IT services? (central / decentral / hybrid / outsourcing / cloud)
• What STANDARDS exist? (ITIL, ISO 20000, COBIT, IT4IT, CMMI-SVC)
Part 1 — IT as a Service
Inside an organisation, the IT business function is organised AS A SERVICE for users (employees, students,
visitors).
3 relevant artefacts
• Service catalog — index of all IT services; documented cost and expected service level
• Service unit + unit price — the measurable unit you pay for
• Service Level Agreements (SLAs) — promise of quality
Service TYPES (3 categories)
Term Definition
End-user services Used directly by end users (desktop services, application usage)
Basic services Enablers used indirectly (storage, network, back-ups)
Extra services Optional enhancements (maintenance & repair). Best practice: BUNDLE
into end-user.
Slide: 3 service types defined
Lecture 2 — ICT Service Management — Page 1
, WATCH OUT: Historically support was an EXTRA service. Two problems: (1) insurance-pool effect
makes it expensive when few subscribe; (2) users without support are dissatisfied when problems
hit. Best practice: bundle support with end-user services (KU Leuven mandates the 4-year HP
support contract).
Service CLASSES (orthogonal to types)
Slide: service types × service classes mapping
Term Definition
Desktop services End-user — provisioning of devices (PCs, tablets, smartphones,
scanners)
Storage services Basic — local + network storage; back-ups
Printing services End-user + basic — printer maintenance, billing/auth
Network & internet Basic
Application services End-user — Application usage (shared) + Application development
(custom)
Support services Bundle into end-user
Lecture 2 — ICT Service Management — Page 2
Lecture 2 — Comprehensive Exam Summary
Chapter 13: IT Management
IT as a service · IT services sourcing · IT management standards & frameworks
Overview
• How is IT offered as a SERVICE inside the organisation?
• WHO delivers the IT services? (central / decentral / hybrid / outsourcing / cloud)
• What STANDARDS exist? (ITIL, ISO 20000, COBIT, IT4IT, CMMI-SVC)
Part 1 — IT as a Service
Inside an organisation, the IT business function is organised AS A SERVICE for users (employees, students,
visitors).
3 relevant artefacts
• Service catalog — index of all IT services; documented cost and expected service level
• Service unit + unit price — the measurable unit you pay for
• Service Level Agreements (SLAs) — promise of quality
Service TYPES (3 categories)
Term Definition
End-user services Used directly by end users (desktop services, application usage)
Basic services Enablers used indirectly (storage, network, back-ups)
Extra services Optional enhancements (maintenance & repair). Best practice: BUNDLE
into end-user.
Slide: 3 service types defined
Lecture 2 — ICT Service Management — Page 1
, WATCH OUT: Historically support was an EXTRA service. Two problems: (1) insurance-pool effect
makes it expensive when few subscribe; (2) users without support are dissatisfied when problems
hit. Best practice: bundle support with end-user services (KU Leuven mandates the 4-year HP
support contract).
Service CLASSES (orthogonal to types)
Slide: service types × service classes mapping
Term Definition
Desktop services End-user — provisioning of devices (PCs, tablets, smartphones,
scanners)
Storage services Basic — local + network storage; back-ups
Printing services End-user + basic — printer maintenance, billing/auth
Network & internet Basic
Application services End-user — Application usage (shared) + Application development
(custom)
Support services Bundle into end-user
Lecture 2 — ICT Service Management — Page 2
