Managing IT as a service.
WHAT IT IS
Organising IT around the services it provides to the organisation, rather than around technology.
WHAT A SERVICE IS
Something the organisation consumes: email, file storage, the accounting system, connectivity.
WHY THAT FRAMING MATTERS
Users do not care which server failed. They care that email is unavailable.
WHAT IT INVOLVES
Defining services Agreeing expectations Handling incidents and requests Managing changes Managing problems Managing assets and configuration
WHAT FRAMEWORKS EXIST
Established bodies of practice describing how to do this.
WHAT TO TAKE FROM THEM
The principles, scaled to your organisation.
WHAT NOT TO DO
Adopt an entire framework in a small organisation.
WHY
The overhead exceeds the benefit, and it is abandoned.
WHAT A SMALL ORGANISATION NEEDS
A way to log requests Defined priorities A change process A record of what exists Someone accountable for each service
