Service Management
Service Management is defined as the management and implementation of digital and technology IT services that meet business needs through a set of best practices and collaboration between IT, processes, and people.
Purpose
This encompasses the Service Management standards outlined in the Service Management policy, please refer to this document for practice definitions and policy principles.
This includes the following Service Management practices:
Incident Management
Major Incident Management
Change Enablement
Problem Management
Continual Improvement
Service Request Management
Service Catalogue Management
Knowledge Management
Service Level Management
Why this standard is important
The adoption of this standard will enable delivery teams to effectively manage all aspects of Service Management through a set of best practices, at an enterprise level utilising an industry standard ITSM toolset. This will provide:
A central list and availability of all supported DfE Services.
Improved efficiency, consistency, and productivity by following repeatable processes for handling each aspect of Service Management.
Industry standard practices for operating and running a reliable service.
Collaboration between support teams and provides an effective way to prioritise, communicate clearly and continuously improve.
Opportunities to identify continuous improvements through trend analysis
User satisfaction by providing a single point of entry into service support
Visibility and awareness of support requirements, enabling better decision making and improved demand management
Categories
IT Operations
- IT Service Management
How to meet this standard
You must
To meet this standard, you will have adopted use of the approved product(s) or service(s) which incorporate an Industry Standard aligned approach to Service Management.
Or
You are already utilising an alternative product which provides the capabilities to meet the principles of the Service Management Policy and will integrate with the approved product(s) or service(s) by utilising DDT provided API functionality (coming soon).
Templates and tools to help meet this standard
The Service Management Policy provides definitions of each Service Management Practice and principles.
Things to consider when applying this standard:
- conversation and testing of this standard should take place in alpha/design stage
- should be in place by private beta/build stage
- must be in place by public beta/deploy stage
Governance
This Standard will be reviewed on a 12 monthly basis or if there is a significant change in business requirements.
Version history
| Version | Date | Details |
|---|---|---|
| – | – | Current version |