ITIL/Foundation/Service Management/Stakeholders
This lesson introduces the main definitions used to define the service stakeholders involved in Information Technology Infrastructure Library 2011.
Objectives and Skills
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Objectives and skills for this service stakeholders section of ITIL Foundation include:
- Define and explain the concept of stakeholders in service management
- Define and explain the concept of provider in service management
- Describe differences between the various service provider types.
- Define and explain the concept of internal and external customers
- Define and explain the concept of user in service management
Activities
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- Review the key terms, then the questions below.
- Use the Discuss page to post comments and questions regarding this lesson.
Key Terms
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| “ | A person who has an interest in an organization, project, IT service etc. Stakeholders may be interested in the activities, targets, resources or deliverables. Stakeholders may include customers, partners, employees, shareholders, owners etc. | ” |
| — "ITIL® 2011 glossary and abbreviations - English". December 11, 2013. Retrieved January 30, 2014. | ||
Stakeholders are all people, organization or others who are involved in the business process as customer, provider …[1]
Service providers
[edit | edit source]| “ | An organization supplying services to one or more internal customers or external customers. | ” |
| — "ITIL® 2011 glossary and abbreviations - English". December 11, 2013. Retrieved January 30, 2014. | ||
A service provider is a group that provides organizations with consulting, legal, real estate, education, communications, storage, processing, and many other services.[2]
Any IT service could be considered as a service provider delivering an outcome to a customer[3]
IT professionals differentiate between service providers by categorizing them as type I, II, or III. The three service types are recognized by the IT industry although specifically defined by ITIL and the US Telecommunications Act of 1996.[2]
Type I service provider
[edit | edit source]| “ | An internal service provider that is embedded within a business unit. There may be several Type I service providers within an organization. | ” |
| — "ITIL® 2011 glossary and abbreviations - English". December 11, 2013. Retrieved January 30, 2014. | ||
As they are funded by business unit overheads, the type I providers avoid costs and risks generally faced when dealing with external customers. By the way, they are supposed to have a good understanding of the business requirement that fund them.[4]
Type II service provider
[edit | edit source]| “ | An internal service provider that provides shared IT services to more than one business unit. Type II service providers are also known as shared service units. | ” |
| — "ITIL® 2011 glossary and abbreviations - English". December 11, 2013. Retrieved January 30, 2014. | ||
Shared services refers to the provision of a service by one part of an organization or group where that service is also used in more than one part of the organization or group. Thus the funding and resourcing of the service is shared and the providing department effectively becomes an internal service provider.[5]
Typical shared service units are human resources, finance, IT and other services in a company that are shared between several business units.[6]
Type III service provider
[edit | edit source]| “ | A service provider that provides IT services to external customers. | ” |
| — "ITIL® 2011 glossary and abbreviations - English". December 11, 2013. Retrieved January 30, 2014. | ||
External providers are often used to not have to support assets needed to provide a service. They are anyway more focused on costs and risks they have to take care on behalf of the customers and are more difficult to have a good understanding of the business requirement than internal providers.[7]
Customer
[edit | edit source]| “ | Someone who buys goods or services. The customer of an IT service provider is the person or group who defines and agrees the service level targets. | ” |
| — "ITIL® 2011 glossary and abbreviations - English". December 11, 2013. Retrieved January 30, 2014. | ||
Here also and as already stated previously, a distinction is made between customers who share the same organization than providers and others.[8]
Internal customers
[edit | edit source]| “ | A customer who works for the same business as the IT service provider. | ” |
| — "ITIL® 2011 glossary and abbreviations - English". December 11, 2013. Retrieved January 30, 2014. | ||
The internal customer is someone or a group of people who will get the core service and who are in the same company or organization than the provider.[9]
External customer
[edit | edit source]| “ | A customer who works for a different business from the IT service provider. | ” |
| — "ITIL® 2011 glossary and abbreviations - English". December 11, 2013. Retrieved January 30, 2014. | ||
An external customer is actually paying money to receive the service and therefore generates direct revenue.[10]
User
[edit | edit source]| “ | A person who uses the IT service on a day-to-day basis. Users are distinct from customers, as some customers do not use the IT service directly. | ” |
| — "ITIL® 2011 glossary and abbreviations - English". December 11, 2013. Retrieved January 30, 2014. | ||
Users are actually those who will actually use the service. Very often in a company, the customer will be the purchasing department that will buy the service to the provider, but it will be another department who will use it.[11]
Supplier
[edit | edit source]| “ | A third party responsible for supplying goods or services that are required to deliver IT services. Examples of suppliers include commodity hardware and software vendors, network and telecom providers, and outsourcing organizations. | ” |
| — "ITIL® 2011 glossary and abbreviations - English". December 11, 2013. Retrieved January 30, 2014. | ||
While providers will deliver the core service, the supplier will deal with the supporting services, infrastructure and others.
Review Questions
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References
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- ↑ "How to Sell ITIL to the Top". www.itsmsolutions.com. December 30, 2009. Retrieved January 31, 2014.
- ↑ 2.0 2.1 "Service provider". Wikipedia. February 15, 2014. Retrieved February 16, 2014.
- ↑ Majid, Iqbal; Nieves, Michael (May 30, 2007). Service Strategy. The Stationery Office. pp. 69-76. ISBN 9780113310456. http://www.mysarir.com/wp-content/uploads/Books/ITIL_V3_SERVICE_STRATEGY.pdf. Retrieved January 31, 2014.
- ↑ Van Wood, James (November 1, 2011). "Happily Ever After: IT Maturity..." Retrieved February 4, 2014.
- ↑ "Shared services". Wikipedia. February 4, 2014. Retrieved February 16, 2014.
- ↑ Office of Government Commerce (May 30, 2007). The Stationery Office. ed. The Official Introduction to the ITIL Service Lifecycle. p. 27. ISBN 9780113310616. http://www.trainning.com.br/download/ITIL v3 Study Guide.pdf. Retrieved February 4, 2014.
- ↑ Burrows, Matthew (August 6, 2011). "Has ITIL 2011 Got it Wrong with the Definition of BSM?". apmdigest.com. Retrieved January 31, 2014.
- ↑ Probst, Jack (September 2009). "Anatomy of a service - A Practical Guide To Defining IT Services" (PDF). innovationhub-act.org. Retrieved February 4, 2014.
- ↑ "Introduction to the ITIL Service Management Framework" (PDF). www.apmg-international.com. p. 13. Retrieved February 4, 2014.
- ↑ "Service Management Stakeholders: ITIL® Foundation Certification Training". www.simplilearn.com. September 10, 2012. Retrieved February 4, 2014.
- ↑ "Basics for Administrators and ITIL Users" (PDF). www.servicenow.com. August 2011. Retrieved February 4, 2014.
ITIL 2011 Foundation Service Management
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Service composition 
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 Processes functions and roles
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