ITIL
Introduction
The purpose of this document is to describe how XGameDev is using ITIL as a business framework.
Why ITIL?
People, capabilities, processes and technologies are the main assets. These assets help deliver and support the company’s vision and mission. Efficient and effective alignment of capabilities and resources of services and products can help create a strategic advantage in the markets that organisations serve. The ultimate goal of ITIL is to improve how IT delivers and supports valued business services. Each stage in this service lifecycle supports all the other stages.
Since we lack some business management skills, ITIL provides an excellent framework to run a service delivery organisation. We are a IT service delivery company, hence the fact the a widely used framework like ITIL can be applied to game development.
Stronger alignment between IT and the business
Improved service delivery and customer satisfaction
Reduced costs through improved use of resources
Greater visibility of IT costs and assets
Better management of business risk and service disruption or failure
More stable service environment to support constant business change
ITIL can be applied to:
Company
Services
Products
Projects
We will incorporate some aspects of Waterfall, Agile and DevOps to deliver an excellent game development service to our customers at an affordable rate and maximizing value to their users.
Our main vision to provide quality game development services, which provides value to our customers at affordable rates.
Service
A Service is a means of delivering value to customers by facilitating outcomes customers want to achieve without the ownership of specific costs and risks. Customers seek outcomes but do not want to have accountability or ownership of all the associated costs and risks
Customer outcomes are the ultimate concern to the service provider!
Types of Services
Core
Delivers the basic outcomes desired by one or more customers
Represent the value that the customer wants and for which they are willing to pay
Anchor the value proposition for the customer and provide the basis for their continued utilisation and satisfaction.
Enabling
Needed in order for a core service to be delivered
May or may not be visible to the customer
The customer does not perceive them as a services in their own right
Enhancing
Added to a core service to make it exciting or enticing to the customer
Not essential to the delivery of a core service
Encourage customers to use the core service more
Internal and External Services
Internal service are delivered to customers within the same organization
External service are delivered to external customers.
Outcome
The result of carrying out an activity, following a process, or delivering an IT service etc. The term is used to refer to intended results as well as to actual results.
Service Management
Service Management is a set of specialised organisational capabilities for providing value to customers in the form of services. The act of transforming capabilities and resources into valuable services is at the core of service management.
- Strategy
Defines and discusses the generic principles and processes of service management and its the axis around which the lifecycle rotates. - Service Design
To design new IT services. The scope of the process includes the design of new services, as well as changes and improvements to existing ones. - Service Transition
To build and deploy IT services. Service Transition also makes sure that changes to services and Service Management processes are carried out in a coordinated way. - Service Operation
To make sure that IT services are delivered effectively and efficiently. The Service Operation process includes fulfilling user requests, resolving service failures, fixing problems, as well as carrying out routine operational tasks. - Continual Service Improvement (CSI)
To use methods from quality management in order to learn from past successes and failures. The Continual Service Improvement process aims to continually improve the effectiveness and efficiency of IT processes and services, in line with the concept of continual improvement adopted in ISO 20000.
References
https://wiki.en.it-processmaps.com/index.php/ITIL_Processes
https://wiki.en.it-processmaps.com/index.php/ITIL-Checklists
http://www.bmcsoftware.com.au/guides/itil-introduction.html
http://www.bmcsoftware.com.au/guides/itil-service-strategy.html
http://www.bmcsoftware.com.au/guides/itil-service-design.html
http://www.bmcsoftware.com.au/guides/itil-service-transition.html
http://www.bmcsoftware.com.au/guides/itil-service-operation.html
http://www.bmcsoftware.com.au/guides/itil-continual-service-improvement.html