Koncepter og definitioner 1/2

1. Utility og Warranty Service Portfolio Service Catalogue Business Case Risk Service Model Service Provider Supplier Service Level Agreement Operational Level Agreement Contract Service Design Package Availability Service Knowledge Management System (SKMS) Configuration Item (CI) Configuration Management System Definitive Media Library (DML) Change og RFC Change types (Normal, Standard og Emergency) Release Unit Seven R’s of Change Management Koncepter og definitioner 1/2 www.zobbe.org

2. Event (Hændelse … styring af infrastrukturen) Alert Incident Impact, Urgency and Priority Service Request Problem Workaround Known Error Known Error Data Base (KEDB) Koncepter og definitioner 2/2 www.zobbe.org

3. Service Strategy Service Assets er basis for Value Creation Value Creation through Services Service Design People, Processes, Products og Partners 5 Service Design hoved aspekter: Identification of Business Requirements, definition of Service requirements and design of Services Service Portfolio Design Technology and architectural design Process design Measurement design Sourcing approaches (7): Insourcing Outsourcing Co-sourcing Partnership or multi-sourcing Business Process Outsourcing Application Service Provision Knowledge Process Outsourcing Key Principles and Models (1/2) www.zobbe.org

4. Service Transition V model Service Operation IT Services versus Technology components Stability versus Responsiveness Quality of Service versus Cost of Service Reactive versus Proactive Continual Service Improvement Plan, Do, Check and Act (PDCA) Model Continual Service Improvement Model Role of measurement for Continual Service Improvement: Baselines Business value (validate, direct, justify, intrevene) Types of metrics (technology metrics, process metrics, service metrics) Key Principles and Models (2/2) www.zobbe.org

5. Service strategy process • Definere markedet (Define the market) • Udvikle servicetilbud (Develop the offerings) • Udvikle (Develop) strategic assets • Forberede eksekvering (Prepare for execution) www.zobbe.org

6. Demand Management Grundlæggende begreber: • Patterns of business activity (PBA) • User profile Udfordringer www.zobbe.org

7. Financial Management • Objectives: Operational visibility, insight and superior decision making • Grundlæggende begreber: • Service Valuation • Demand modelling • Service Portfolio Management • Service provisioning optimization • Planning confidence • Service investment analysis • Accounting • Compliance • Variable Cost Dynamics • Roles www.zobbe.org

8. Service Level Management(Service design) • Explain the high level objectives, scope, Grundlæggende begreber, • process activities, • key metrics (KPI’s), roles and challenges www.zobbe.org

9. Service Catalogue Management • objectives, Grundlæggende begreber and roles www.zobbe.org

10. Availability Management • objectives, Grundlæggende begreber and roles www.zobbe.org

11. Information Security Management • objectives, Grundlæggende begreber and roles www.zobbe.org

12. Supplier Management • objectives, Grundlæggende begreber and roles www.zobbe.org

13. Capacity Management • objectives, Grundlæggende begreber and roles www.zobbe.org

14. IT Service Continuity Management • objectives, Grundlæggende begreber and roles www.zobbe.org

15. Change Management(Service Transition) • Def.: “Service change”: The addition, modification or removal of authorised, planned or supported service or service components and its associated documentation . • Goal: Respond to the customers changing business requirements whilst maximising value and reducing incidents, disruption and re-work • Change types: Standard, Normal, Emergency • Activities: Record, Review, Assess, Authorize, Plan updates, Co-ordinate impl., Review • CAB www.zobbe.org

16. Service Asset and Configuration Management • Objectives • Configuration management system (CMS) • CMDB • CI • DML • Definitive spares • Configuration baseline • Snapshot • Roles: • Service asset manager • Configuration manager • Configuration analyst • Configuration administrator / librarian • CMS/Tools administrator • Configuration Control Board www.zobbe.org

17. Release and Deployment Management • objectives • Release unit • Options: • ‘Big bang’ – phased • Push – Pull • Automation – Manual • Roles: • Release and deployment manger • Release packaging and build manger • (Deployment staff) www.zobbe.org

18. Incident Management (1/2)(Service operation) • Mål:Atgenetablerenormaltserivceniveausåhurtigtsommuligt • Scope: Alle Incidents • Grundlæggendebegreber: • Rapporteretaf: Brugere via SD, Event mgt. og IT Teknikere. • Tidsfrister • Incident models • Major incidents www.zobbe.org

19. Incident Management (2/2) • Process: I. Identification, I logging, I categorization, I prioritation, Initial diagnosis, I escalation, Investigation and diagnosis, Resolution and Recovery, I closure • Målinger • Roller: Incident manger, First line (SD), Second- Third line. • Udfordringer www.zobbe.org

20. Event Management • Mål: Detekter events, fortolk dem og foretage den rigtige handling • Event types: • Information (normal drift) • Warning (Unusual but not exception) • Exception www.zobbe.org

21. Request Fulfilment Objectives: … users to request and receive standard services … Grundlæggende begreber: Ejerskab: SD, Request models Roles: SD staff, …. www.zobbe.org

22. Problem Management Mål: Prevent problems and resulting incidents from happening, to eliminate recurring incidents and to minimize the impact og incidents that cannot be prvented. Grundlæggende begreber: Known error record (KEDB), (Problem models) Roles: Problem manager (+ Problem solving groups) www.zobbe.org

23. Access Management Objectives: AM provides the right for users to be able to use a service or group of services. Grundlæggende begreber: • Access • Identity • Rights • Services or service groups • Directory service Roles: SD, Technical and Application management, IT Operations management www.zobbe.org

24. The 7 step improvement process (CSI) objectives, Grundlæggende begreber, Process activities: (0: Identify: Vision, Strategy, Technical and op Goals) 1: Define What You Should Measure 2: Define What You Can Measure 3: Gather the data 4: Process the Data 5: Analyse the Data 6: Present and Use the Information 7: Implement Corrective Action Roles: Service manager, CSI manager, (Service owner, Process owner) Metrics: Andre processer bidrager! (SLM, Avail., Cap., Incident, Security, Financial – Problem – Change + SLM) www.zobbe.org

25. Funktioner • Service Desk • Technical Management • Application Management • IT Operations Management (IT Operations Control og Facilities Management) www.zobbe.org

26. Roller • Process ejer • Service ejer • RACI www.zobbe.org

27. Teknologi and Arkitektur Design: HW, SW, Env., Process og Data Transition: • Knowledge management tools • Collaboration (incl. Workflow management) • Configuration management system (incl. CMDB) Operation: Self-Help, Workflow (Process), Integrated CMS, Discovery/deployment/licensing, Remote control, Diagnostic utilities, Reporting, Dashboards, (Integration with Business Service Management) www.zobbe.org

28. Eksamen (1/2) • På Dansk • Husk billedlegitimation • 1 time • 40 spørgsmål med fire svarmuligheder – 26 rigtige til at bestå (det trækker IKKE ned at svare forkert -> svar på ALLE) • Læs spørgsmålet – understreg • Vend tilbage til spørgsmål du var i tvivl om (og kun dem) • Husk forretningsfokus og Cost/Benefit www.zobbe.org

29. Eksamen (2/2) • Tid markeres 15, 5 minutter før slut • Det er ikke tilladt at gå de sidste 15 min • Uden hjælpemidler • Lokalet må ikke forlades • Husk helt at slukke mobilen • Medbring kuglepen/drikke/spise • Marker svaret tydeligt (streg evt. ud) www.zobbe.org