ITIL Best Practices
In short, everyday English: the simple essence, viewed through the lens of Servinomy.
Technical Management Practices (3)
Deployment Management
Essence: Safely moving new or modified components into an environment.
Servinomy lens: "Making new updates and/or features available without everything going down – just a smooth relocation!"
Operate
Software Development and Management
Essence: Ensuring applications meet stakeholders' needs.
Servinomy lens: "We create programs that truly do what people need – without the hassle."
Change & Operate
Infrastructure and Platform Management
Essence: Managing and monitoring infrastructure and platforms.
Servinomy lens: "Keeping servers and networks stable so everything under the hood keeps running."
Operate
General Management Practices (14)
Architecture Management
Essence: Creating a blueprint of how the organisation is structured.
Servinomy lens: "We draw the big picture so no one builds at random."
Change (Improve)
Information Security Management
Essence: Protecting the organisation’s critical information.
Servinomy lens: "We secure all important information so that no one can run off with it."
Agree, Change, Recover, Operate, Improve
Measurement & Reporting
Essence: Measuring performance to make better decisions.
Servinomy lens: "Measuring what really happens so there is no need to rely on gut feeling."
Agree, Change, Recover, Operate, Improve
Portfolio Management
Essence: Managing the right mix of projects, products and services.
Servinomy lens: “The right mix of projects is selected so that neither money nor people are wasted.”
Change (improve)
Relationship Management
Essence: Building and maintaining relationships with stakeholders.
Servinomy lens: "We maintain good relationships with everyone involved so everything runs smoothly."
Agree (Improve)
Financial management of services
Essence: Financial management of services.
Servinomy lens: "We keep a close eye on the money for the services so that it doesn't disappear into a black hole."
Agree, Change, Recover, Operate, Improve
Supplier Management
Essence: Managing suppliers based on value and performance.
Servinomy lens: "Keeping suppliers on their toes so they deliver real added value."
Agree (Improve)
Continuous improvement
Essence: Continuously improving services and ways of working.
Servinomy lens: "We keep fine-tuning everything so we never fall behind."
Improving (Agree, Change, Recover, Operate)
Knowledge Management
Essence: Making knowledge available and usable for everyone.
Servinomy lens: “Ensuring everyone quickly finds the right information – no more duplicate work.”
Agree, Change, Recover, Operate, Improve
Organisational Change Management
Essence: Helping people successfully implement changes.
Servinomy lens: "Helping people get used to change, so it doesn’t immediately fade away again."
Change
Project Management
Essence: Delivering projects successfully, on time and within budget.
Servinomylens: "Ensuring that projects are completed on time and within budget, while keeping everyone motivated."
Agree, Change, Recover, Operate, Improve
Risk Management
Essence: Identifying and controlling risks.
Servinomy lens: "Risks are seen in time and resolved before things go wrong."
Improve
Strategy Management
Essence: Defining and steering the organisation’s strategy.
Servinomy lens: “Determining the course and ensuring everyone is rowing in the same direction.”
Change (Improve)
Staff and Talent Management
Essence: Ensuring the right people with the right skills.
Servinomy lens: "We make sure the right people with the right skills are in the right place."
Change (Improve)
Service Management Practices (17)
Availability Management
Essence: Ensuring that services are available when needed
Servinomy lens: "We make sure that services always work when people need them."
Agree, Change, Recover, Operate, Improve
Capacity and Performance Management
Essence: Ensuring sufficient capacity and performance of the services.
Servinomy lens: "Ensuring everything remains fast enough and does not get stuck during peak load."
Agree, Change, Recover, Operate, Improve
Incident Management
Essence: Resolving disruptions quickly and restoring service.
Servinomy lens: "We resolve disruptions at lightning speed so work can simply continue."
Recover
Monitoring and Event Management
Essence: Monitoring services and responding to events.
Servinomy lens: "Everything is kept under control, and action is taken before anything escalates."
Operate
Release Management
Essence: Releasing new and/or modified services for use.
Servinomy lens: "We bring new stuff live in a way that just works."
Agree, Change
Service Configuration Management
Essence: Managing accurate configuration data of services.
Servinomy lens: "We keep a precise track of how everything is connected and configured."
Change
Service Design
Essence: Designing services that match customer needs.
Servinomy lens: "We design services that truly match what the customer wants."
Agree, Change
Service Level Management
Essence: Agreeing and monitoring service levels.
Servinomy lens: "Clear agreements are made about how good the service must be, and these agreements are adhered to."
Agree (Improve)
Service Validation and Testing
Essence: Testing new services before they go live.
Servinomy lens: "New services are thoroughly tested before they go out the door."
Change
Business Analysis
Essence: Analysing business needs and proposing solutions.
Servinomy lens: "Looking at what the company really needs and coming up with practical solutions."
Agree (Improve)
Change Facilitation
Essence: Implementing changes successfully and with low risk.
Servinomy lens: "Changes are implemented without turning everything into a mess."
Change
IT Asset Management
Essence: Managing the lifecycle of all IT assets.
Servinomy lens: "All key assets are managed from acquisition to disposal."
Change
Problem Management
Essence: Finding and resolving the causes of incidents.
Servinomy lens: "We look for the real cause of recurring disruptions and fix it for good."
Improve
Service Catalogue Management
Essence: Maintaining a clear overview of all services.
Servinomy lens: "We keep an overview so everyone knows what we are capable of."
Change
Service Continuity Management
Essence: Keeping services running during major disruptions
Servinomy lens: "Ensuring that the most important services keep running, even in the event of a disaster."
Recover, Improve (Agree, Change)
Service Desk
Essence: First point of contact for all users.
Servinomy lens: "We are the first point of contact for all questions and requests."
Change, Recover, Operate (Agree, Improve)
Request Management
Essence: Handling agreed-upon service requests from users.
Servinomy lens: "Agreed user requests are handled quickly and courteously."
Operate