ITIL Service Delivery

Service Delivery is the management of the IT services themselves. The 5 recognised disciplines are:

Service Level Management
Service Level Management is the primary management of IT services, ensuring that agreed services are delivered when and where they are supposed to be delivered.

Capacity Management
Capacity Management is the discipline that ensures IT infrastructure is provided at the right time in the right volume at the right price, and ensuring that IT is used in the most efficient manner.

Contingency Planning
Contingency planning is the process by which plans are put in place to ensure that IT Services can recover and continue should a serious incident occur. See the contingency planning page for more information.

Availability Management
Availability Management is the practice of identifying levels of IT Service availability for use in Service Level Reviews with Customers.

Cost Management for IT Services
Cost Management is the discipline of ensuring IT infrastructure is obtained at the most effective price (which does not necessarily mean cheapest), and calculating the cost of providing IT services so that an organization can understand the costs of its IT services.

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You can order the ITIL Service Support CD-ROM from here


Service Management Resources

Disaster Recovery World provides for contingency management & planning

BS15000 can now be purchased online from the Electronic Shop

A comprehensive set of security policies can be obtained from the Information Security Policies Group

For info on business with government GSA