Service Delivery
itDNA® consists of two sets of IT business processes: Service Support and Service Delivery. Composed of 12 Disciplines and their subordinate Elements, Service Support and Service Delivery provide a convenient hierarchy for addressing the processes and functions within an IT organization. Together, they provide a complete set of integrated processes to improve quality and reduce costs while strongly supporting, but never overshadowing, the business objectives.
Service Delivery consist of five process groups plus Security Management, which is often segregated in recognition of its unique role and overarching nature. It is primarily concerned with matching IT services to business requirements to ensure they are necessary, relevant, and justifiable in terms of direct and indirect costs. The process groups are:
- Service Level Management
- Capacity Management
- Continuity Management
- Availability Management
- Financial Management
- Security Management
