Shocking Facts About Service Offering In ITIL 4

 

 

In my previous article, I talked about some of the major differences between ITIL Version 3 and ITIL 4. In this article, I want to talk about all that you need to know about service offerings in ITIL 4. Follow me as we are going to look at that together in this article.

 

 

In my previous article, I talked about some of the major differences between ITIL Version 3 and ITIL 4. In this article, I want to talk about all that you need to know about service offering in ITIL 4. Follow me as we are going to look at that together in this article.

 

 

A Service Offering is a description of one or more services designed to address the need of a target customer group. It may include goods, access to resources as well as well service actions.

 

 

#1 Goods

In this case, ownership of the goods purchased is transferred to the owner. They are the ones that now handle the Maintainance of products and services that they have purchased.

In this case, too, customers take ownership of the maintenance of products and services purchased.

 

 

#2 Access to resources

Another aspect of service offering has to do with providing access to resources for customers. In this case, ownership of paid services is not transferred to customers. Also, access is granted under the agreed terms of services. Let’s say, for example, I paid for 10gig of data, once I finished that data, I will not be able to surf the web again.

 

 

#3 Service actions

This kind of service is performed by the service provider to address specific customers’ needs. This is performed according to the agreed terms by the customers. Take for example, if my vehicle has a technical fault and I decided that a mechanic should help me address that. That is a very good part of service actions.

 

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3 Reasons Why Organisations Need Service Management

 

 

If there is any concept or ideology that is committed to the idea of service management, it is ITIL 4. In summary, ITIL is built on the ideas of customers and other stakeholders working together in order to deliver value to customers. In this article, I want to talk about why service management is needed in organisations.

 

 

First and foremost, technology is advancing more than ever before. Development such as cloud computing, infrastructure as a service, machine learning and blockchain has opened fresh opportunities for value creation and led to becoming an important business driver and a source of competitive advantage.

 

Now, you don’t have to wait for customers to come to your organisation before they can have access to your service. Organisations are now looking for ways whereby customers, whether they are coming to the office or interacting with them online are getting the same benefits.

 

 

Now I want to look at the benefits of service management to organisations.

Now the benefits…

#1 Service

First and foremost is a service organisation. Whether it is a government organisation or a private organisation. They are created to provide services. Without their customers enjoying their services, they will actually look for an alternative elsewhere.

#2 Organisational capabilities

Also, developing specialised organisational capabilities mentioned in the definition required an understanding of the nature of value, the nature and the scope of stakeholders involved as well as how value creation is enabled through services.

#3 Perceived benefits

Also, value can be considered as the perceived benefits or usefulness of something. At times, the kind of service that satisfied a particular customer might be seen as a non-value-adding service to others. That is why service has to be personalised for each customer.

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The Evolution…

 

In my previous article, I talked about all that you need to know about the IT Infrastructure library. In this article, I want to look at the evolution of ITIL also known as IT Infrastructure Library. Follow me as we look at this together in this article.

 

The early 1980s

At this period in world history, there is nothing like a standard for IT projects. Everything was done in such a way that people and organisations managed their projects the way they like. This leads to a high rate of abandoned projects among organisations.

1989

At this stage, the UK government felt that something should be done about the lack of standardization for IT projects. They decided to do something about the lack of standards for projects. That is why the first set of ITIL books was published and it becomes the standard for IT projects.

 

 

2000

This year, service delivery and support want to be introduced to IT Infrastructure Library. At this stage now, this new addition was seen as a major component of the IT infrastructure library. It is a known fact that when customers are not satisfied with your products and services or a way to retain their interest, the business will soon fold up.

 

 

2007

At this stage in the evolution of ITIL, the service lifecycle was introduced. Service lifecycle becomes so important that projects have to be handled in an orderly manner. This also makes it very easy for all stakeholders to work together to achieve IT project goals.

 

 

2011

There comes the introduction of business alignments to IT projects. What this emphasised is that there is no way the IT department can run a successful project without the input of the business community.

 

The IT community and the business community has to work together in order to deliver IT projects that will meet the need of customers.

2018

There comes the game change. There was the introduction of the Service Value System into ITIL projects. It is indeed a system that makes IT Projects successful. I am not going to talk about SVS in this article. Just stick to this blog and I will give you the load down.

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Benefits Of Upgrading To ITIL 4: The Paradigm Shift In Service Management

 

 

In my previous article, I looked at some of the differences between ITIL V3 and ITIL 4. In this article, I want to look at some of the benefits of upgrading to ITIL 4. Follow me as we are going to look at that together in this article.

 

 

Now the benefits …

#1 Valuable delivery

One of the benefits of upgrading to ITIL 4 is that it guarantees the delivery of value to customers. Until ITIL V3 where books have to be followed before changes can be made, ITIL 4 ensures that the organisation can work with customers in order to deliver value to customers in a faster and more efficient way.

 

#2 Holistic view

ITIL 4 also ensures that the organisation have a holistic view of the entire value chain. This allows the IT manager to identify those that are part of the value chain. They can also decide on ways of working with them in order to deliver value to customers.

 

#3 Only the best

When one takes a closer look at ITIL V3, one will understand that it is not everything that is okay with that particular upgrade. What ITIL 4 does what to take the best of ITIL V3 and integrate it into ITIL 4. It also borrows from other technology in order to have a perfect situation.

 

#4 Easy mingling

Another good thing about ITIL 4 is that it incorporates ideas from other IT disciplines such as Agile, Lean and DevOps. This allows it to work perfectly in tune with reality, unlike others that are based on principles.

 

#5 Expanded contents

There is also the provision of content that can help organisations support. This information is so extensive that they provided content that is not within the reach of traditional IT Project managers. This has the capability of increasing the success rate for IT projects.

 

#6 Better competition

ITIL 4 also give organisations an edge over competitors. Adoption of ITIL 4 with all other supporting technologies will allow the organisation to compete favourably with other organisations. The technology allows the organisation to compete with others in the digital world.

 

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PS: If you would like to have an online course on any of the courses that you found on this blog, I will be glad to do that on individual and corporate levels, I will be very glad to do that I have trained several individuals and groups. They are doing well in their various fields of endeavour. Some of those that I have trained include the staff of Dangote Refinery, FCMB, Zenith Bank, and New Horizons Nigeria among others. Please come on Whatsapp and let’s talk about your training. You can reach me on Whatsapp HERE. Please note that I will be using Microsoft Team to facilitate the training.

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In my previous article, I have looked at all that you need to know about the differences between ITIL V3 and ITIL 4. In this article, I will be looking at the nature of value in ITIL 4. Follow me as we are going to look at that together in this article.

 

Service Management is defined as a set of specialised organisational capabilities for enabling value to customers in form of service. Here, you are trying to ensure that customers get the desired value they paid for. You also create an avenue for customers to give you feedback on the services provided.

 

 

Before you can develop the specialised organisational capabilities that I have mentioned earlier, you need to understand three basic things. These are:

 

• The nature of value. this talks about the details of what will be of benefit to a particular group of customers  This at times has much to do with location and taste. What will be of benefit to people living on a Government Reserved Area might be seen as thrash to someone loving in a slum.
• The nature and scope of the stakeholders involved. This has to do with how the final deliverables should like and what it should entails . This has to be considered so that one can know how to go about creating that products or services.
• How value creation is enabled through services, usefulness and importance of something.  value can be seen as the perceived benefits of something. That tells use that what customer A see as value or worthy product night likely be a worthless product to customer B. It also has to do with what that particular customer is looking for in a product or service.

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Many of us have heard many things about ITIL or IT Infrastructure Library, only a few of us knew what ITIL is all about. In this article, I want to talk about all that ITIL is all about. I can promise you that I will break it down to the extent that you will dream about them.

 

 

#1 Most widely used

The very first thing you need to know about ITIL is that it is the most widely used IT Service management framework in the world. It is not that there are no other methodologies that can be adopted but it just happened that ITIL owned by the government of the UK is the most widely used framework.

 

 

 

 

#2Value creation

Another major component of ITIL is the emphasis on creating services through the creation of value. You have to make sure that you are delivering value to customers through the provision of services that are of value to customers.

 

 

#3 Business strategy

With ITIL, you also have to make sure that you designed a business strategy based on the needs of the customers. You have to sit down and identify the needs of your customers and come up with a blueprint that will allow you to deliver value to your customers.

 

 

#2 Standard approach

ITIL also helps in presenting a common approach to managing IT projects. It also the processes to be standardised in such a way that it is very easy for organisations to adopt that common approach. This also guarantees that if anyone follows that same approach, they will achieve the same result.

 

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In my previous article, I have talked about all that you need to know about service consumption in ITIL 4. In this article, I want to look at all that you need to know about components of service in ITIL 4. Follow me as we look at that together in this article.

 

 

A service is a means of enabling value Co-creation by facilitating outcomes that customers want to achieve without customers having to manage specific costs and risks.

 

In this case, you are able to render the services without passing the bulk of the costs and risks to your customers.

 

Facts about services…

An output is a tangible or intangible deliverable of an activity. A good example includes reports, bills among others.

 

An outcome is a result for a stakeholder, enabled by one or more service outputs.

 

A good example includes being able to get to detonation in time for a meeting. A good example is those organisations that allow customers to book rides through their mobile phones.

 

 

Some also provide services that allow individuals and co-workers to collaborate together. They are able to work on common projects without being in the same location together.

 

 

Understanding costs…

Risks refer to possible events that could cost harm or loss, or make it more difficult to achieve service objectives.

For instance, there are some risks removed by the service provider for the consumer. if you are using Uber, for example, you don’t need to worry about flat tires or engine being knocked down.

 

The consumer in a way also participates in the reduction of risks. He has to actively participate in the definition of service requirement as well as the classification of services to be provided.

 

He has to also clearly communicate the critical success factors and constraints that apply to such services.

 

The service provider should also be able to get customer location data in order to know where to dispatch the car.  That shows that both service provider and service consumer have a role to play in service delivery.

 

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In my previous article, I have talked about all that you need to know about service provisioning in ITIL 4. In this article, I want to talk about some of the facts that you need to know about service consumption on ITIL 4 or service management. Follow me as we are going to look at that together in this article.

 

Service consumption has to do with the management of the resources needed in order for consumers to enjoy resources that they have paid for.  It is the duty of the consumer and the service provider to ensure that the resources that they needed to enjoy the services that they have paid for.

 

At times, when you buy data, it is not the duty of the service provider to repair your phone for you.

DSTV Sample

They will ensure that there is a cable connection and the signals are strong but you are the one to ensure that you charge your phone and that you have strong reception.

 

 

You have to make sure that you take care of the service provider resources in your care. For cable TV, the service provider owns the dish bit it is your duty to ensure that the dish you are using for reception is in good condition.

 

 

As part of the service consumption process, you need to ensure that you request the service package that you need. DSTV has several packages but you have to choose one of the service packages based on what you can afford.

 

 

The should be a receipt of acknowledgement of that products and services. You have to show your reservation of that products and services. The organisation will also be expecting feedback in return in order to know how you feel about the service being rendered.

 

Action Point
PS: If you would like to have an online course on any of the courses that you found on this blog, I will be glad to do that on an individual and corporate level, I will be very glad to do that I have trained several individuals and groups and they are doing well in their various fields of endeavour. Some of those that I have trained includes staffs of Dangote Refinery, FCMB, Zenith Bank, New Horizons Nigeria among others. Please come on Whatsapp and let’s talk about your training. You can reach me on Whatsapp HERE. Please note that I will be using Microsoft Team to facilitate the training.

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In my previous article, I have looked at all that we need to know about Utility and Warranty in ITIL 4. In this article, I want to look at the four major dimensions of service management. Follow me as we will look at it together in this article.

 

 

Now the dimensions …

#1 Organisations and people

This covers organisations and people that are part of service management. The organisation covers structure and system of authority.

 

They are not by themselves, sufficient to improve organisational effectiveness. The organisation needs to come up with a culture that supports its objectives.

 

 

Talking about people in the organisation, we need to consider the following :

• Management and leadership styles
• Updating skills and competencies
• Communication and collaboration
• Broad knowledge plus deep specialization
• Facilitating value creation
• Breaking down silos ( A situation where a team member prefer to work alone).

For many services, information management is one of the primary sources of enabling value creation for customers.

 

In enabling information management, there are certain conditions for good information management. They include:

• Availability
• Reliability
• Accessibility
• Timeliness
• Accuracy
• Relevance

The challenges of information management such as security and regulatory compliance requirements are also featured when it comes to service management.

 

Also, organisational culture and the nature of the business environment will also have an impact on which technology to choose from.

 

 

#2 Information and technology

Information and technology have become part of service management. Gone are the days that you have to wait for customers to come to you. Besides, nowadays you need data from customers in order to serve them better.

 

Some of the major components of information and technology include :

Technology supporting service management

• Workflow management
• Knowledge bases
• Communication systems
• Analytical tools
• Inventory systems
• Remote collaboration
• Mobile platforms
• Artificial intelligence
• Cloud solutions
• Machine learning

We also have the second part of, which is Technology Supporting IT services:

• IT architecture
• Applications
• Database
• Communication systems
• Blockchain
• Artificial Intelligence
• Cognitive computing
• Cloud computing
• Mobile applications.

 

#3 Partners and Suppliers

This is used to handle:

• Service provider and service consumer relationship.
• Organisational partner and supplier strategy
• Factors that influence supplier strategy
• Service integration and management.

 

We also have service partnerships that helped on guiding how common goals and risks are being shared between service providers and their partners.

 

 

We also have goods and services supply which covers how formal contracts are established as well as show clear separation of functions and responsibilities will be maintained.

 

Please note that every organisation depends on some sort of services provided by an organisation. We now have the introduction of service integration and management.

 

This involved the use of a specially established integrator to ensure that service relationships are properly integrated. This service integrated can be committed to a separate department in the organisation or a department in the Organisation.

 

An Organisation’s strategy when it comes to the use of a partner in its service integration should be based on its goal, culture and business environment.

 

 

#4 Value Stream and Processes

Value Stream and Processes define the activities, workflow and control and procedures needed to achieve project objectives.

 

It includes the activities the organisation undertakes,  how activities are undertaken, as well as how value creation is undertaken efficiently and effectively.

 

A value stream is series of steps and activities an organisation undertakes to create and deliver products and services to consumers. It combines the organisation value chain activities.

 

Value Stream optimization might include process automation or adoption of emerging technologies and ways of work to gain efficiencies or enhance user experience.

 

A process is a set of interrelated or interacting activities that transforms inputs to outputs. Processes are designed to achieve specific objectives.

 

Value streams and processes for products and services answer three questions

• What is the generic delivery model for the product and services? How does the service work?
• What are the value streams involved in the delivery of the outputs of the service?
• Who or what performs the required service actions?

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PS: I know you might agree with some of the points that I have raised in this article. You might not agree with some of the issues raised. Let me know your views about the topic discussed. We will appreciate it if you could drop your comment. Thanks in anticipation.

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Good Service Management Data: Highlighting The Qualities

 

 

In my previous article, I have looked at some of the factors to be considered when it comes to information technology considerations for IT projects. In this article,  I want to look at six major qualities of good service management data. Follow me as we will look at that together in this article.

 

 

Now the qualities …

#1 Availability

No matter how hard is data is, if it is not available when it is needed then it is not good data. Good service management data should be available when decision-makers need to make decisions.

 

#2 Reliability

There is this saying that garbage in, garbage out. When you are gathering data for service management purposes, you have to make sure that the source of the data is reliable. There is no way you will have good results if you don’t have reliable data.

 

#3 Accessible

Also, good data should be easily accessible. The management has to make sure that all bottlenecks are removed so that those that needed data to attend to customers or they needed data to make business decisions are able to have undeniable access to those data.

 

#4 Timeliness

There is also the issue of timeliness when it comes to data. Data must be provided in a timely manner. It becomes useless when the data is not released when it is not made available when it is to be used.

 

#5 Accuracy

The data also needs to be accurate enough. Although it might be very difficult for the data to be accurate the management has to try as much as possible to ensure that the data they are using for key decisions must be accurate enough.

#6 Relevant

There is a need for the data to be relevant. You have to make sure that when you are making the decisions, you have to make sure that you have to get it based on the age groups that you need to address.

 

I can not use data from old people to determine what products will be of interest to young people.

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PS: I know you might agree with some of the points that I have raised in this article. You might not agree with some of the issues raised. Let me know your views about the topic discussed. We will appreciate it if you could drop your comment. Thanks in anticipation.

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In my previous article, I have looked at some of the facts that you need to know about service provisioning in ITIL 4. In this article, I want to talk about the impact of PESTLE Model on ITIL 4. Follow me as we look at this together in this article. Before I start, note that PESTLE means Political, Economic, Social  Technological, Legal and Environmental impact on IT projects.

 

 

#1 Political

One of the factors that can affect service management is the political atmosphere in the country.

 

I was listening to an Economic Analyst on TVC talking about #ENDSARS protest. He was trying to condemn the looting of a palliative warehouse which he said will have negative effects on Foreign Direct Investment in Nigeria. many agreed, that the unrest will have a negative impact on business climate, most especially in Lagos.

 

 

Another factor is government policy. The policy of the government will determine the type of businesses that will be attracted to the country.

 

Most government around the world now talks about Ease of Doing Business. The government at times can discourage some type of business in order to grow the local industries.

 

 

Another aspect of the PESTLE Model that can affect businesses is corruption. When the system is corrupt there will be favouritism and nepotism.

 

It will also increase the cost of doing business in the country. This will have a negative impact on the business climate in the country.

 

 

So also, the labour laws in the country will also affect the business climate and service management in the country.

 

In a situation where an organisation can behave arbitrarily without the government putting a check on them, we will see that there will be a breakdown of law and order in the service sector.

 

 

The foreign policy thrust of the government will also affect service management.

 

They may discourage foreign investors in order to grow certain industries. This might lead to a situation where mediocrity is encouraged.

 

 

#2 Economic

One of the factors that can affect the service management practices of the country is the economic growth of the country.

 

This will determine the type of services that can be rendered in the country. To a large extent, it will determine what the citizens of the country can afford.

 

 

Coupled with economic growth, we have issues such as the inflation rate, unemployment rate as well as the general economic atmosphere of the country.

 

#3 SOCIAL

In terms of the social aspect of the PESTLE model, we have to look at the population growth rates.

 

This talks about the percentage of youth to adults and children in the population.

 

That will help us to know how many of them are working class. We also look at age distribution, career attitude, safety emphasis, health consciousness, lifestyle attitude as well as cultural barriers among others.

 

 

#4 Technology

Technology also has a bigger role when it comes to service management. The rate at which technology is being adopted when it comes to service delivery will also determine the reaction from service consumers.

 

 

Based on this, we have to look at areas such as technology incentives, level of innovation, automation, research and development activities, and technological change as well as the overall technological awareness of the citizenry.

 

 

#5 Environmental

The environmental aspect of the PESTLE model also covers some of the ways that environmental conditions can affect service management.

 

It covers areas such as weather climate, Environmental policies, climate change and pressure from NGOs among others.

 

 

#6 Legal

The legal aspect of the PESTLE model is also very crucial. It covers laws such as Discrimination laws, Antitrust laws, employment laws, consumer protection laws, copyright, and patent laws as well as health and safety laws.

 

 

All of this can affect service management for organizations.

 

Action Point

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In my previous article, I 7 Major Components Of Service In ITIL 4looked at all that you need to know about service consumption in ITIL 4. In this article, I will be looking at some of the facts that you need to know about Utility and Warranty in ITIL 4. Follow me as we are going to look at this together in this article.

 

Utility

Utility is the functionality offered by a product or service to meet a particular need. It covers :

• What the service does
• It can also be used to determine whether the product is fit for the purpose that it is meant for.
• It can also be used to determine whether the service can remove constraints from the customer or support the customer’s services.

Warranty

Warranty is the assurance that a product or service will meet the agreed requirements.

It can be used to determine:

• How the service will perform.
• Whether a service is fit for use.
• It typically addresses areas such as availability, capacity, security levels and continuity.
• It requires that a service meets agreed conditions and terms that must be met.

 

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In my previous article, I talked about all that you need to know about PESTLE Model in ITIL 4. In this article, I want to look at all that you need to know about service management in ITIL 4. Follow me as we are going to look at that together in this article.

 

Service management is defined as a set of specialized organizational capabilities for enabling value for customers in the form of services. They are tools and apparatus that organizations have put in place in order to deliver products and services to their esteemed customers.

 

IT Service Management is the implementation and management of quality IT services that meet the needs of the business. Service management consists of the practices, activities, governance and improvement of capabilities that enable customers to co-create value and achieve desired results.

 

Organizations that practice effective service management enable their customers to utilize services and produce successful business outcomes: strategically, tactically, and operationally. Effective services are efficient in the use of resources, effective in delivering results, and sustainable over the long term.

 

Successful, profitable and scalable IT service management is the fundamental concern of ITIL 4.

In the previous version of ITIL, the definition of service management was used to deliver with respect to value. In ITIL 4, the definition has been revised to say that service providers are enabling value for their customers.

Products and Services

Two of the most basic terms that you need to understand our products and services. In ITIL 4, a product is a configuration of an organization’s resources designed to offer value for a consumer and a service is a means of enabling value co-creation by facilitating outcomes that customers want to achieve, without the customer having to manage specific costs and risks.
Here, organizations own access to resources through:

• People
• Information and Technology
• Partners and Suppliers
• Value streams and processes

Products configure these resources in ways to create value for customers. Service enables customers to achieve desired outcomes and enables the co-creation of value.

 

 

Typical example…

Almost everyone today has a mobile phone. The physical phone, its accessories, and the cellular network are all products. The service is how you, as the consumer, use the phone to call others or use the phone to place an online order with a local restaurant. Value is created by the outcome of dinner being delivered to you without having to drive to the restaurant.

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In my previous article, I have looked at the four major dimensions of service management. In this article, I want to look at all that you need to know about some of the questions that you need to ask before you embark on information technology considerations.

 

 

Now the factors to consider…

• Is the proposed technology to be adopted compatible with the current architecture? You will not want to introduce a system or technology that will not work with what you already have on the ground.
• Does it raise any regulatory compliance or information security control issues?
• Will it continue to be viable in the foreseeable future? Although we know that technology is not stable, how long can we use this particular method to support the organisation?
• Does it align with a service provider or service consumer strategy? Can the tool assist the organisation in achieving organisational goals and objectives?
• Does the organisation have the right skill or resources to maintain it?
• Does it have sufficient automation capabilities to be developed, maintained and deployed?
• Does it have additional capabilities that can be deployed for other products and services?
• Does it introduce new risks or constraints to the organisation.? How are these risks going to be maintained or mitigated for the benefit of the organisation?

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What ITIL 4 Foundation Is All About

 

In this video, I am going to talk about some of the facts that you need to know about the ITIL 4 Foundation. I will also highlight some of the major differences between ITIL Version 3 and ITIL 4 as well as some of the benefits of upgrading from ITIL Version 3 to ITIL 4. Enjoy. 

https://youtu.be/6C7L56ngytA

 

 

If you have any questions on this part of the training, please kindly make use of the comment box. Thanks. 

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What ITIL 4 Foundation Is All About

 

In this video, I am going to talk about some of the facts that you need to know about the ITIL 4 Foundation. I will also highlight some of the major differences between ITIL Version 3 and ITIL 4 as well as some of the benefits of upgrading from ITIL Version 3 to ITIL 4. Enjoy. 

 

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[embedyt] https://www.youtube.com/watch?v=6C7L56ngytA[/embedyt]

If you have any questions on this part of the training, please kindly make use of the comment box. Thanks. 

 

Video: The Benefits Of Upgrading To ITIL 4

 

This video highlights some of the benefits of upgrading from ITIL V3 to ITIL ITIL 4.

 

 

 

https://youtu.be/GjweLqtWG10

Action Point

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Video: The Need For Service Management In ITIL 4

 

https://youtu.be/yQkxcl3LQVM

 

Action Point

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Video: The Nature Of Value In ITIL 4

 

 

 

https://youtu.be/IycZOW5QKCA

 

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How Value Co-Creation Works In ITIL 4

 

 

In my previous article, I talked about all that you need to know about the nature of value in ITIL 4. In this article, I will be looking at all that you need to know about Value Co-Creation in ITIL 4. Follow me as we will look at that together in this article.

 

More and more, an organisation recognised that values are co-created through collaboration between providers and customers as well as other Organisations that are part of the relevant service relationships. In achieving the desired values, all stakeholders work together in order to achieve project goals.

 

In achieving project goals, the IT project manager and the Organisation have to open an avenue for feedback for customers. This will allow the organisation to understand what customers feel about their products and services.

 

Regarding value co-creation, organisations that provide services are referred to as service providers. At the same time, those that services are being provided are referred to as service consumers.

 

How Organisations co-creates value

How Organisation is an individual or group of people that has its own functions and responsibilities, authorities and relationships that work together to achieve project objectives.

Organisations vary in size and complexity, and in their relations to complex entities – from a single person or a team to a complex network of legal entities United by common objectives, relationships and authorities.

A good example is an IT department acting as a service provider within a complex organisation.

Typical examples…

A Canadian utility company produced a feasibility analysis for a proposed project involving the use of wind turbines to generate renewable electricity and offset losses incurred from rising oil prices. The data to be analysed include:

• Historical data such as wind data collected over a year, a wind energy assessment, and a wind speed frequency distribution.
• Technical data, including the analysis of the anticipated power quality and stability.
• Financial and economic data, including detailed information about project costs, capital expenditures and operational and management costs.
• A summary of impacts on the environment, sound, wildlife, public safety, and land use.
• A conclusion that summarised the analyst’s findings and a recommendation regarding the wind turbine’s feasibility.

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