IT-service marks the sum of all services of a computer science and/or a EDP department. These services can be furnished completely or in parts by another enterprise, the IT-service are then paged out ("outsourcing").

The contribution of IT-service is complex. A manual in addition wants to be the IT Infrastructure LIBRARY (ITIL), which is however quite extensive. Thus ITIL defines the IT-service as follows: "Under a IT-service in or several IT-systems are to be understood, which make a business process possible. "With it systems are not to be equated with technical systems. For this ITIL defines a system as one "integrated group, consisting of processes, technologies and persons ".

As with each are important to service qualified coworkers, cost consciousness, in addition, an engaged interest in the needs of the recipient of services.

As each service means IT-service also expenditure, which must stand in right relation to the received achievement. Here the question about the description of the service arises. On side technically thinking humans, who speak of servers, CCUs, ranges etc. On the other side commercially coined/shaped humans, who think during business processes.

For this purpose frequently service level Agreements (SLA) are closed, this are with which benchmark figures of the IT-service are defined, which are for both sides understandable and also measurable. Here throughput, periods of reply, availability, by storage media and other technical measured variables are defined capacity, in addition, the accessibility of the coworkers or middle duration for a disturbance recovery.

For the payment and accounting of the achievement of the IT-service one needs a tariff model. Frequently such consists of a basic amount, a variable portion as a function of the called up achievement, an agreement over special activities and a penalty system with the injury of the SLA. Classical, strictly technical sizes like the CCU use in seconds or the finished data sets are relatively easy to measure, are however usually not the real cost drivers and from the customer only with difficulty verifiable. Therefore they are not recommended as Tarifgrundlage.

Also in enterprises with internal IT-department, in which no in-plant accountings of achievement take place, SLAs can be useful. They serve then above all transparency and bend conflicts forwards, which could result from different evaluations of the actually furnished achievement of the IT-service.

Articles in category "IT-service"

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Related Websites

We found here 3 related websites.

• IT Service CMM
  The IT Service Capability Maturity Model is a maturity growth model aimed at IT service providers.


• ITIL Service Management
  IT Service Management Zone: ITIL, the IT Infrastructure Library.


• itSMF Global Homepage
  The IT Service Management Forum (itSMF) is the only internationally recognised and independent organisation dedicated to IT Service Management. ...