Define processes and functions
- Process – a structured set of activities designed to accomplish a specific objective.
- A process takes one or more defined inputs and turns them into defined outputs
- A process consists of actions, dependencies, and sequence
- Function – A team or group of people and the other resources or tools that are used to carry out a process or process activities. example – service desk
- Group – a number of peoplle who are performing similar activities
- not a formal structure
- Team – formal structure; people working together with a common objective
- Department – Formal organizational structure within an org. Usually hierarchical
- Division – a number of departments that have been grouped together, often self-contained within an organization
- Service Desk – Single point of contact for users into the IT service provider
- Tools
- Service Automation –
- Capacity Management
- Knowledge Capture