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Service Management in the Air

sky“You wouldn’t want your pilot to just ‘wing’ the landing, but rather that he follows a predefined and well-trained procedure that will be audited by the co-pilot. Like-so Customers don’t want us to ‘wing it’ in IT but follow well-defined and documented (ITIL) processes.”

In this article on the ITIL Zealot's blog he makes an analogy between ITIL and an airline. He shows how Service Strategy leads to a Business Case and a go/no-go decision. Then the Service Design can be focused on, answering questions of capacity, availability, continuity, and security. Service Transition is where the project is tested and put into action. This leads into Service Operation, or the day to day routine operations. Once those four things are in place a Service Desk needs to be available to provide a way to resolve customer issues.

So to recap when following a “well-defined and documented (ITIL) processes,” you need to focus on these 5 things:

  • Service Operation
  • Service Desk
  • Service Strategy
  • Service Design
  • Service Transition

About Ryan Malinoski

Ryan Malinoski was a staff writer and technical assistant for CAI's Accelerating IT Success. He joined the team in 2013.

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