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IT SERVICE MANAGEMENT for BUSINESS PROCESS

IT SERVICE MANAGEMENT for BUSINESS PROCESS. Scope of Module 8. ITIL Framework IT Service Life Cycle IT Service Strategy Service Planning Service Design and Operations Service Metrics. EVOLUTION OF ITIL. ITIL - Information Technology Infrastructure Library History

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IT SERVICE MANAGEMENT for BUSINESS PROCESS

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  1. IT SERVICE MANAGEMENT for BUSINESS PROCESS

  2. Scope of Module 8 • ITIL Framework • IT Service Life Cycle • IT Service Strategy • Service Planning • Service Design and Operations • Service Metrics

  3. EVOLUTION OF ITIL • ITIL - Information Technology Infrastructure Library • History • Originally created in late 80s by the UK government • Now truly global and applicable to all IT Services • Focus on process and roles rather than organisation • Version 1 in 1991- focused on UK Government • Version 2 in 2000 - Industry wide and took into account changes in technology • Version 3 in June 2007 – Life Cycle Approach • OGC • Office of Government Commerce – UK Treasury ministry • ITSMF • The driver behind all things ITIL taken over from OGC • Global • USA, Canada, Mexico, Argentina, and Brazil - Americas • Australia, India, Singapore - Asia Pacific • Denmark, France, Germany, Netherlands, Sweden, UK - EMEA

  4. ITIL … • Is a collection of books which contain recommendations & suggestions to improve provision of IT Services • Not a standard but a Best Practices Framework • Needs to be adopted and/or adapted

  5. Benefits of ITIL framework:- • increased user and customer satisfaction with IT services • improved service availability, directly leading to increased business profits and revenue • financial savings from reduced rework, lost time, improved resource management and usage • improved time to market for new products and services • improved decision making and optimized risk.

  6. Standards based on ITIL BS 15000 ISO 20000 ITIL • BS15000 the first standard derived from ITIL • ISO 20000: ISO standard derived from ITIL

  7. SERVICE LIFE CYCLE APPROACH

  8. The Four P’s • The implementation of ITIL as a practice is about preparing and planning the effective use of The Four Ps: • People • Processes • Products • Partners

  9. FOCUS AREAS

  10. STORY TIME

  11. ITIL describes processes, procedures, tasks and checklists that are not organization-specific, used by an organization for establishing integration with the organization's strategy, delivering value and maintaining a minimum level of competency. It allows the organization to establish a baseline from which it can plan, implement and measure. It is used to demonstrate compliance and to measure improvement. The Five Volumes : ITIL Service Strategy ITIL Service Design ITIL Service Transition ITIL Service Operation ITIL Continual Service Improvement

  12. 1. SERVICE STRATEGY

  13. ACTIVITIES OF SERVICE STRATEGY • Identify market & define your target area • Decide what services you want to offer & who can be the potential customers • Develop your service offerings • Build on/improve your services • Develop strategic assets • Develop new services • Help clarify the relationships between different services, processes, strategies etc.

  14. SERVICE STRATEGY • 1.Demand Management • 2.Service Portfolio Management • 3.Financial Management

  15. SERVICE STRATEGY 1 OF 3 DEMAND MANAGEMENT

  16. Simply Speaking Demand Management = Know your customer and then identify his / her requirements

  17. OBJECTIVES • To understand customer’s current requirements • Trend of requirements over a period/business cycle • Match the customer’s expectations with organization's capabilities of providing services • Ensure Warranty & Utility are in alignment with customer’s needs

  18. SERVICE STRATEGY 2 OF 3 SERVICE PORTFOLIO MANAGEMENT

  19. Simply Speaking • SPM = How to bundle/package the services

  20. OBJECTIVES • Plan for services you can offer • Record of all the services including current, expired & in Pipeline • Provide information/guidance to Service Design

  21. SERVICE STRATEGY 3 OF 3 FINANCIALMANAGEMENT

  22. Simply Speaking • Financial Management = Getting the Deal ($$$) right

  23. OBJECTIVES • To serve as strategic tool to align IT services with Financial Decisions • To balance the Cost & Price as appropriate • Accounting for IT Services • Facilitate Accurate Budgeting • Finalize Financial Policies (e.g. Charging) • Financial Review & Control

  24. COST VS PRICE • Cost = Actual Expenditure of providing IT Services • Price = The amount at which one Sells IT Services • Hence Price – Cost = Profit

  25. 2. SERVICE DESIGN

  26. ACTIVITIES • Design services to meet Business Objectives • Design Secure & Resilient IT Infrastructure • Identify, remove the risks from the services before they go live • Create & maintain IT plans, policies, technical & process framework (Design tool ensures standards are adhered to) • Design measurement methods & metrics for assessing effectiveness of processes • Design Effective & efficient processes for design, transition & operation phases • Scope includes new services & improvements as may be needed over a service lifecycle

  27. SERVICE DESIGN • Service Catalog Management • Service Level Management • Availability Management • Capacity Management • Supplier Management • Information Security Management • Service Continuity Management

  28. SERVICE DESIGN 1 OF 7 SERVICE CATALOG MANAGEMENT

  29. Simply Speaking • Service Catalogue Management = Services Ready to Use

  30. OBJECTIVES • Create & Manage Service Catalog • Keep Service Catalog Up to Date with latest information • Continual Improvement in Management of Service Catalog

  31. SERVICE DESIGN 2 OF 7 SERVICE LEVEL MANAGEMENT

  32. Simply Speaking Service Level Management = Negotiate & Agree Service Levels with client

  33. OBJECTIVES • To Negotiate, Agree & Document the Service Levels • To balance the customer expectations & organization’s capabilities • To measure, report & continually maintain/improve service level • To manage the performance as per agreed service levels • To manage the customer relationship

  34. ELEMENTS OF SLA • Service Scope and description • Service hours • Measures of availability and reliability • Support details – who to contact, when and how • Respond and fix times • Deliverables and time scales • Change approval and implementation • Reference to IT Service Continuity Plan • Signatories • Responsibilities of both parties • Review process • Glossary of terms

  35. SLA,OLA,UC Customer SLA Organization Management OLA Org’s Internal Teams UC Vendors

  36. SERVICE DESIGN 3 OF 7 AVAILABILITY MANAGEMENT

  37. Simply Speaking Availability Management = Ensure IT is working as agreed

  38. OBJECTIVES • To ensure agreed Availability Level is met or exceeded • The Availability Management process plays an important role in ensuring that a defined level of IT services is continuously accessible to customers, in a cost-effective manner • Continually Optimize & Improve the availability by preparing Availability Plan

  39. AVAILABILITY • The ability of a service, component or configuration item to perform it’s agreed & expected function when required • Usually expressed as Percentage Availability= (AST-DT) X 100 ----------------- AST AST = Agreed Service Time DT = Downtime

  40. Availability Metrics MTRS- Mean Time to Restore Service (Down Time) = Relates to Maintainability (Also has an element of Serviceability) Time Restoration Detection Repair Recover Diagnosis Incident Occurred Incident Occurred MTBF- Mean Time Between Failures(Uptime) = Availability MTBSI – Mean Time Between system Incidents = RELIABILITY

  41. SERVICE DESIGN 4 OF 7 CAPACITY MANAGEMENT

  42. Simply Speaking Capacity Management = Ensure IT is sized in optimum & cost effective manner

  43. OBJECTIVES • Provide the required IT Infrastructure in a cost effective manner while also meeting it’s requirements • Ensure optimum utilization of IT infrastructure • Work on current & future needs • Produce & regularly upgrade Capacity Plan

  44. SERVICE DESIGN 5 OF 7 SUPPLIER MANAGEMENT

  45. Simply Speaking Supplier Management = Manage Supplier Relationship & Performance

  46. OBJECTIVES • Manage supplier relationship & performance • Ensure the Right & Relevant contracts with supplier • Manage the contracts throughout their lifecycle • Create & maintain Supplier Policy, List & Contracts Database

  47. Supplier Selection Requirement of 3rd party supplier Request Supplier Responses Update supplier’s records Manage Suppliers SCD Select Suppliers Analyze Supplier Capabilities Contract with Supplier (UC) Supplier provides Services

  48. Supplier – Contracts Database (SCD) Contracts categorization According to Types of services, Owner, expiry date, value etc. Contracts Modification/Termination Supplier’s performance Against contract terms Supplier Contracts Database Fresh/Renewed Contracts Organization’s Supplier Policy & Strategy Records of Past/Expired Contracts Existing Contracts

  49. SERVICE DESIGN 6 OF 7 INFORMATION SECURITY MANAGEMENT

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