Contents

Summary

Service Management is defined as the management and implementation of digital and technology IT services that meet business needs through a set of best practices and collaboration between IT, processes, and people.

Categories

The categories applicable to this standard are:

IT Operations
  • IT Service Management

Purpose

This encompasses the Service Management standards outlined in the Service Management policy, please refer to this document for practice definitions and policy principles. This includes the following Service Management practices:

  • Incident Management
  • Major Incident Management
  • Change Enablement
  • Problem Management
  • Continual Improvement
  • Service Request Management
  • Service Catalogue Management
  • Knowledge Management
  • Service Level Management

Why this standard is important

The adoption of this standard will enable delivery teams to effectively manage all aspects of Service Management through a set of best practices, at an enterprise level utilising an industry standard ITSM toolset. This will provide:

  • A central list and availability of all supported DfE Services.
  • Improved efficiency, consistency, and productivity by following repeatable processes for handling each aspect of Service Management.
  • Industry standard practices for operating and running a reliable service.
  • Collaboration between support teams and provides an effective way to prioritise, communicate clearly and continuously improve.
  • Opportunities to identify continuous improvements through trend analysis
  • User satisfaction by providing a single point of entry into service support
  • Visibility and awareness of support requirements, enabling better decision making and improved demand management

How to meet this standard

You must

To meet this standard, you will have adopted use of the approved product(s) or service(s) which incorporate an Industry Standard aligned approach to Service Management.

Or

You are already utilising an alternative product which provides the capabilities to meet the principles of the Service Management Policy and will integrate with the approved product(s) or service(s) by utilising DDT provided API functionality (coming soon).

Templates and tools to help meet this standard

The Service Management Policy provides definitions of each Service Management Practice and principles.

Things to consider when applying this standard:

  • conversation and testing of this standard should take place in alpha/design stage
  • should be in place by private beta/build stage
  • must be in place by public beta/deploy stage

Approved products

Approved product or service

Product or service
ServiceNow
Vendor
ServiceNow
Version
Evergreen
Use-case
ServiceNow is the preferred ITSM toolset for IT Services within DfE (for internal users)

Tolerated products

Tolerated product or service

Product or service
ZenDesk
Vendor
ZenDesk
Version
Evergreen
Use-case
Where services have already invested in an alternative ITSM solution (e.g. ZenDesk) that are aligned to ITIL best practice for incident management, this will be integrated with the approved product via API.

Declaring conformance with this standard

Conformance with the standard must be recorded every 12 months.

Owner and contacts

Standard owner
Angus Rae
Head of IT Service Management and Assurance
Other point of contact
Andy McBeath
Service Management and Assurance Lead
Other point of contact
Steve Goff
Service Delivery Manager
Other point of contact
Ushma Gill
Head of Service Management and Transition