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Information Technology Infrastructure Library (ITILV3)
Ong-Art Lertpattanakul
January 21, 2015
Service
A means of delivering value to customers by facilitating outcomes customers want to achieve without ownership of specific costs and risks
IT Services
• Core Services
• Enabling Services
• Enhancing Services
Service Types
• Internal Services
• External Services
Service Provider
• Internal Service Provider
• Shared Services Unit
• External Service Provider
IT Service Management (ITSM)
The implementation and management of quality IT services that meet the needs of the business. IT service management is performed by IT service providers through an appropriate mix of people, process and information technology
Business Case Structure (Sample)
Section Explanation
A. Introduction Presents the business objectives addressed by the service
B. Methods and Assumptions
Defines the boundaries of the business case, such as time period, and which organizational context is being used to define costs and benefits
C. Business Impacts The financial and non-financial results anticipated for the service or service management initiative
D. Risk and Contingencies The probability that alternative results will emerge
E. Recommendations Specific actions recommended
Service LifecycleService Strategy (SS)
• Demand Management
• Service Portfolio Management
• Financial Management for IT Services
• Business Relationship Management
Service Design (SD)
• Design Coordination
• Service Level Management
• Service Catalogue Management
• Availability Management
• Capacity Management
• Information Security Management
• Supplier Management
• IT Service Continuity Management
Service Transition (ST)
• Change Management
• Service Asset and Configuration Management
• Release and Deployment Management
• Transition Planning and Support
• Knowledge Management
Service Operation (SO)
• Event Management
• Incident Management
• Request Fulfillment
• Problem Management
• Access Management
Continual Service Improvement (CSI)
• Seven-Step Improvement Process
Service Strategy
• Demand Management
• Service Portfolio Management
• Financial Management for IT Services
• Business Relationship Management
Service Strategy
• Demand Management
– Ensure organization utilizes investment correctly
– Ensure resources are sufficient for demand at the right time
Service Strategy
• Service Portfolio Management
– Consider what services will be provided based on potential benefits and optimal risk
– Evaluate how services achieve organization strategy and track their investment throughout their lifecycle
– Analyze which services are no longer in service and when they should be retired
Service Strategy
• Service Portfolio Management
– Service Pipeline
– Service Catalogue
– Retired Services
Service Strategy
Service Strategy
• Financial Management for IT Services– Secure funding to manage service provisioning
– Comprehend relationship between expenses and income of the service and make sure they are in line with financial policy
– Recognize money spent on creation, delivery and support of services
– Forecast financial requirements to be able to meet service commitments and compliances of regulatory and legislative
Service Strategy
• Business Relationship Management
– Maintain relationship between service providers and customers
– Make sure service providers meet requirements of customers
Service LifecycleService Strategy (SS)
• Demand Management
• Service Portfolio Management
• Financial Management for IT Services
• Business Relationship Management
Service Design (SD)
• Design Coordination
• Service Level Management
• Service Catalogue Management
• Availability Management
• Capacity Management
• Information Security Management
• Supplier Management
• IT Service Continuity Management
Service Transition (ST)
• Change Management
• Service Asset and Configuration Management
• Release and Deployment Management
• Transition Planning and Support
• Knowledge Management
Service Operation (SO)
• Event Management
• Incident Management
• Request Fulfillment
• Problem Management
• Access Management
Continual Service Improvement (CSI)
• Seven-Step Improvement Process
Service Design
• Design Coordination
• Service Level Management
• Service Catalogue Management
• Availability Management
• Capacity Management
• Information Security Management
• Supplier Management
• IT Service Continuity Management
Service Design
• 4Ps of Service Management
– People
– Processes
– Products
– Partners
Service Design
• Design Coordination
– Ensure consistence of designs in all services
– Coordinate resources and capabilities to design new or changed services
– Coordinate and facilitate handover information between Service Design and Service Strategy & Service Transition
Service Design
• Service Level Management
– Manage level of IT services to meet agreed targeted requirements
– Monitor and improve customer satisfaction with delivered service quality
– Manage customer expectation with delivered services
– Ensure delivered services will have proactive continual improvement
Service Design
• Service Level Management
– SLA (Service Level Agreement)
– OLA (Operational Level Agreement)
– UC (Underpinning Contract)
Service Design
• Service Catalog
– Supply and maintain information contained in Service Catalogue such as CIs and their interface and dependency information
– Manage information to be updated and available to the ones who have authority to access it
Service Design
• Availability Management
– Manage current and future availability plan of the services
– Make sure availability of services meet required targets
– Assist in impact analysis and resolution of incidents and problems related to availability
– Improve service availability performance in proactive manner
Service Design
• Capacity Management
– Manage current and future service capacity plan
– Monitor utilization, throughput and performance of services to incorporate with patterns of business activity
– Make sure capacity of services meet required targets
– Assist in impact analysis and resolution of incidents and problems related to capacity
– Improve service capacity performance in proactive manner
Service Design
• Information Security Management
– Maintain security policy and plan
– Incorporate legislative and regulatory requirements
– Monitor and proactively improve security in services provided to meet SLAs
Service Design
• Supplier Management
– Manage relationship with suppliers
– Manage service performance provided by suppliers
– Manipulate and negotiate contracts with suppliers
Service Design
• IT Service Continuity Management
– Manage current and future service continuity
– Conduct risk management activities along with Availability Management and Information Security Management
– Assess impact of all changes regarding IT Service Continuity
Service LifecycleService Strategy (SS)
• Demand Management
• Service Portfolio Management
• Financial Management for IT Services
• Business Relationship Management
Service Design (SD)
• Design Coordination
• Service Level Management
• Service Catalogue Management
• Availability Management
• Capacity Management
• Information Security Management
• Supplier Management
• IT Service Continuity Management
Service Transition (ST)
• Change Management
• Service Asset and Configuration Management
• Release and Deployment Management
• Transition Planning and Support
• Knowledge Management
Service Operation (SO)
• Event Management
• Incident Management
• Request Fulfillment
• Problem Management
• Access Management
Continual Service Improvement (CSI)
• Seven-Step Improvement Process
Service Transition
• Change Management
• Service Asset and Configuration Management
• Release and Deployment Management
• Transition Planning and Support
• Knowledge Management
Service Transition
• Change Management
– Response to request for change (RFC)
– Make sure changes are recorded, assessed, authorized, prioritized, deployed and evaluated under legitimate supervision
Service Transition
• Service Asset and Configuration Management
– Configuration Item (CI):
Components of the IT services e.g. infrastructure, application, business requirements, etc
– Configuration Management System (CMS)
• A system contains configuration records (CIs) and their related information
• Useful repository for assess impact during change management process
Service Transition
CMS
Service Transition
• Release and Deployment Management– Manage and communicate release and
deployment management plan with customers and service providers
– Ensure integrity of procedures throughout the organization
– Manage risks, incidents and problems during deployment
– Manage knowledge transfer from Service Design to Service Operation
Service Transition
• Transition Planning and Support
– Organize requirements transfer from Service Strategy and Service Design to Service Operation
– Manage cost, process, quality and timeline for services transited into operation environment
– Manage risks during transition and communicate risks, incidents and problems for prompt decision making
Service Transition
• Knowledge Management
– Gather , analyze, store, share, use and maintain knowledge, information and data throughout the organization
– Data-to-Information-to-Knowledge-to-Wisdom
Service LifecycleService Strategy (SS)
• Demand Management
• Service Portfolio Management
• Financial Management for IT Services
• Business Relationship Management
Service Design (SD)
• Design Coordination
• Service Level Management
• Service Catalogue Management
• Availability Management
• Capacity Management
• Information Security Management
• Supplier Management
• IT Service Continuity Management
Service Transition (ST)
• Change Management
• Service Asset and Configuration Management
• Release and Deployment Management
• Transition Planning and Support
• Knowledge Management
Service Operation (SO)
• Event Management
• Incident Management
• Request Fulfillment
• Problem Management
• Access Management
Continual Service Improvement (CSI)
• Seven-Step Improvement Process
Service Operation
• Event Management
• Incident Management
• Request Fulfillment
• Problem Management
• Access Management
Service Operation
• Event Management
– Detect change of level of operating of CIs or IT Services against agreed requirements in Service Strategy and Service Design
– Provide further appropriate control actions
Service Operation
• Incident Management
– Restore IT Service to operate at normal stage as quickly as possible
– Diminish impacts on business operations
Service Operation
• Request Fulfillment
– Support customer requests for standard services that are predefined in advance
– Maintain customer satisfaction
Service Operation
• Problem Management
– Eliminate cause of problems that may initiate other incidents
– Perform root cause analysis of problems for resolution
– Manage change request for resolutions
– Maintain information of problem, workaround and resolution in Service Knowledge Management System
Service Transition
CMS
Service Operation
• Access Management
– Manage access to IT services using policies in Information Security Management
– Inspect use of access rights
Service LifecycleService Strategy (SS)
• Demand Management
• Service Portfolio Management
• Financial Management for IT Services
• Business Relationship Management
Service Design (SD)
• Design Coordination
• Service Level Management
• Service Catalogue Management
• Availability Management
• Capacity Management
• Information Security Management
• Supplier Management
• IT Service Continuity Management
Service Transition (ST)
• Change Management
• Service Asset and Configuration Management
• Release and Deployment Management
• Transition Planning and Support
• Knowledge Management
Service Operation (SO)
• Event Management
• Incident Management
• Request Fulfillment
• Problem Management
• Access Management
Continual Service Improvement (CSI)
• Seven-Step Improvement Process
Continual Service Improvement
• PDCA Cycle vs. Seven-Step Improvement Process
PDCA Cycle Seven-Step Improvement Process
Plan 1. Identify opportunity for improvement2. Define what to measure
Do 3. Gather data4. Process the data
Check 5. Analyze information6. Use the analyzed information
Act 7. Implement improvement
Service LifecycleService Strategy (SS)
• Demand Management
• Service Portfolio Management
• Financial Management for IT Services
• Business Relationship Management
Service Design (SD)
• Design Coordination
• Service Level Management
• Service Catalogue Management
• Availability Management
• Capacity Management
• Information Security Management
• Supplier Management
• IT Service Continuity Management
Service Transition (ST)
• Change Management
• Service Asset and Configuration Management
• Release and Deployment Management
• Transition Planning and Support
• Knowledge Management
Service Operation (SO)
• Event Management
• Incident Management
• Request Fulfillment
• Problem Management
• Access Management
Continual Service Improvement (CSI)
• Seven-Step Improvement Process
Project Lifecycle
Addresses the way an IT organization operates
“Are we doing the right things?”
Addresses the implementation of projects throughout the organization
“Are we doing things the right way?”
Synergy
Q & A
Thank You
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