2/24/2016
BCIS 5520
IT Service Management
Service Design
Class 6.01
Spring 2016
Dr. Becker
Announcements (Next week)
• Homework Class #7 –(3/2; click here)
• Midterm Exam (500 pts)
• Homework Class #8 –(3/9; click here)
• Chapter readings:
▫ Foundations of ITSM based on ITIL v3, Jan von Bon (JVB)
 Chapter 10: Service Design: Functions & Processes
▫ Foundations in ITSM (ITIL v3 Foundations Course in a
Book), Orand & Villarreal (O&V)
 Chapter 5: Service Design Functions & Processes
 Research Topics (3/4):
▫ #4A- ITSM Service Design Tools/Any one or more of the 7 Service
Design Processes (SLM, SCM, etc.)
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Class 6: Readings for Tonight
• Homework Class #6 –(2/24; click here)
• Chapter readings:
▫ Foundations of ITSM based on ITIL v3, Jan von
Bon (JVB)
 Chapter 4: Service Design
▫ Foundations in ITSM (ITIL v3 Foundations
Course in a Book), Orand & Villarreal (O&V)
 Chapter 4: Service Design Overview
• Project Ideas
▫ Proposal Due 2/24 (25 pts.)
▫ Let’s discuss…
Term Paper & Presentation
Project (400 pts.)
The subject of the paper should be relevant to the management of information assets and can be based on one of the
topics covered in class, mentioned in your textbook, or any other topic relevant to IT Service Management.
I. Introduction to topic. Title and statement of the topic (100 to 250 words). The topic statement should be in
paragraph rather, rather than outline, form. Answer the question: Why should we care about your topic? Use outline
form for rest of the paper when appropriate.
II. Key Issues (KIs) for management of topic. Answer the question: To what things (i.e., nouns) must you pay
attention in order to be successful at managing topic? You cannot have more than 10 or fewer than 5 KIs, preferably 6
to 8. NOTE: These MUST lead to the definition of CSFs in V. below
III. Model/framework/theory/taxonomies. Answer the question: What concepts, paradigms, approaches, etc.
are there to help us understand and/or organize the subject matter?
IV. Primary content -- Cover the subject matter – Provide management with the “how to do it” details. Ideally
the content of section III and/or II provides you with a way to organize this section into several sub-headings. Case
examples could go here too. Put longer cases, and supporting materials which cannot be easily cited in the References
section into the Appendix.
V. Critical success factors (CSFs) for successful management of this area. Answer the question: What things
must be done right in order to be successful at managing this? Ideally this section links back to
section II’s KIs. Section V's CSFs should serve as your conclusions and summary section; but, if necessary, include
a separate section before this one to deal with additional conclusions. You cannot have more than 10 or fewer than 5
CSFs, preferably 6 to 8.
VI. References. [Not included in word counts]
VII.Appendix. [Not included in word counts] Include PowerPoint Presentation Slides here. Copies of
important references; website materials; and figures and tables not included in main body of report.
•
•
Proposal (25 pts.. 400-750 words) due: Feb 20nd
Paper (325 pts.; 3000-5000 words) & Presentation (50 pts.; slides) due: May 1st
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ITIL ITSM Lifecycle: 5 Stages
1.
2.
3.
4.
5.
Service Strategy
Service Design
Service Transition
Service Operation
Continual Service
Improvement
What is ITIL? Facts and not History?
It’s a Framework!
Best practices to
manage IT operations
and services!
Individuals may
Be ITIL certified!
Help desk > 5?
Gov. of Commerce, UK;
Best Management Practices
Function now in Cabinet
Office, UK
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Who Are Some Of The Other Key
Players In The ITIL World?
• The AXELOS Global Best Practice
▫ Joint venture partner with UK Government
▫ Accredited Training Organizations and
Examination Institutes, fully committed to
working with you (CPD...Continual Professional Development)
• Glenfis AG
▫ Licensed Software Assessor & ITIL Training
• Pink Elephant
▫ The IT Management Training Experts
▫ Software Certifications (Gold, Silver, Bronze)
The AXELOS Global Best Practice Portfolio
• AXELOS’ Best Practice Solutions are designed to help your
organization become more effective across a range of key business
capabilities including project, programme and IT service management. In
addition to the internationally-recognized ITIL® and PRINCE2®, our
portfolio also includes risk, value and portfolio management guidance.
• https://www.axelos.com/best-practice-solutions
&..
Glenfis AG (Licensed Software Assessor)
• Glenfis AG is a consulting and training company, based in Switzerland - in
the heart of Europe. Glenfis operates via two specialised business units:
glenfisSolution and glenfisAcademy, and operates through an integrated
concept according to requirements specifically selected for the client: the
glenfisPrinciple. The glenfisPrinciple assists organizations in the ongoing
projects and enables them to meet future challenges. For more information
on Glenfis AG click here.
• http://www.glenfis.ch/en/solutions/tool-evaluation-and-zertifizierung/
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2/24/2016
Pink Elephant –
Pink Elephant Courses
The IT Management Experts
Pink Elephant & IT Education
Pink Elephant is celebrating 20 years of ITIL®
experience – longer than any other service provider. We are
the world’s #1 supplier of ITIL education.
Our track record is unrivalled:
• The UK government commissioned Pink Elephant to
develop the very first course in ITIL – the ITIL Service
Manager – in 1992. Pink’s most experienced ITIL
Expert Trainer – Ron Beales - developed that course,
and still teaches ITIL for Pink today!
•
Since ITIL’s inception in 1989, we’ve put close to
200,000 IT professionals through ITIL training - more
than anyone else!
•
We are also the largest global provider of ITIL V3
education with a regular public schedule of ITIL
training courses in over 50 cities around the world.
Pink Elephant: Who we are?
Pink Elephant is proud to be celebrating 20 years of ITIL®
experience. Operating through many offices across the globe, the
company is the world’s #1 supplier of ITIL and ITSM conferences,
education and consulting services.
To date, close to 200,000 IT professionals have benefited from Pink
Elephant’s expertise. Pink Elephant has been championing the growth
of ITIL worldwide since its inception in 1989 – longer than any other
supplier
Pink Elephant was selected as an international expert to contribute to
the ITIL V3 project – as authors of V3’s Continual Service
Improvement book and through representation on the International
Exam Panel.
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Licensed Software Assessors assess software tools based on one of three
levels: Bronze, Silver or Gold, as well as 100% compliance to the ITIL
processes that the tool claims to be compliant with. Please view further
information on the Mandatory Assessment Criteria here. The three levels of
assessment are as follows: (PINK Elephant, Inc. one of 2 agencies)
Product (including processes and user documentation) has a least three "in
production" customers that have implemented and are using the product
and are happy to reference that they are using the tool to automate the
assessed process in accordance with ITIL. Proof of customer
implementation of the audited product from the customer (letter-headed
paper) endorsing their use of it is required with at least one piece of user
evidence. Proof should state that they have the tool deployed in production
and they are using the tool to automate the assessed process in accordance
with ITIL.
Product (including processes and user documentation) has at least three "in production"
customers. Proof of product order by customer on letter-headed paper is required
(values may be blanked out) stating that the tool, including correct version, is deployed
in production.
Product, processes and user documentation have passed the assessment.
Main Output of Service Design
• Service Level Package & Requirement (SLP &
SLR)  Major Inputs to Design Stage, whose
Output is :
• Service Design Package (SDP) includes:
▫ Strategic Business Requirements
 Service Functional Requirements
 Service Level Requirements
▫ Process Requirements
 Service & Operational Management Requirements
 Service Design & Topology
• SDP input  to the Service Transition stage
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Service Design:
The Basic Processes
• Objective: the design of new or modified
services for introduction into a productive
environment.
• 5 Design Aspects:
1. Service Solution (functional requirements,
resources & capacities;
2. Service Portfolio
3. Architecture (technological & management)
4. Process
5. Measurement systems and metrics
1. Design of Service Solutions
• Analyze agreed Business Requirements
• Develop alternative approaches to develop new
system
• Design the services
• Establish the Service Acceptance Criteria (SAC)
▫ Testing requirements
•
•
•
•
•
Agreed expenditures and costs
Reconfirm business benefits
Are corporate & IT security controls in place
Examine alignment of new service
Assemble the SDP
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2. Design of the Service Portfolio
• Definition: a dynamic method for governing
investments in service management across the
enterprise including their value-adds.
• Components:
▫ Service Catalog
 Services that are operational
▫ Service Pipeline
 IT Services under consideration or development
▫ Retired Services
 Services no longer in use
Figure – Service Portfolio
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3. Design of Architecture
• Prepare the Blueprints for the development and
deployment of IT Infrastructure
• 5 Elements:
1.
2.
3.
4.
5.
Service Architecture
Application Architecture
Information Architecture
IT Infrastructure Architecture
Environmental Architecture
Zachman Framework
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Zachman Framework Standards
•
•
The Zachman Framework™ is a classification theory about the nature of an Enterprise and the
kinds of "Things" (entities) that have existence in an Enterprise. Therefore, The Framework is the
ENTERPRISE ONTOLOGY.
▫ All descriptive representations can be expressed in terms of Things and Relationships (i.e.:
Thing-Relationship-Thing Models).
The Logic of The Framework (6 rows x 6 columns):
▫ A two-dimensional classification system- a "schema"


Columns: Communication Interrogatives: What, How, Where, Who, When and Why &
Enterprise Manifestations
Rows: Reification (the 2000-year old process for turning an abstract idea into reality)
Transformations : Identification, Definition, Representation, Specification, Configuration,
Instantiation &; Audience Contributors Roles
▫
•
•
Each intersection (Cell) is a unique, independent variable (Class, Abstraction)- a "normalized"
structure, one (meta-) fact in one Cell
▫ The Cell context defines the meaning of the Enterprise Models' words The two-dimensional
schema is depicted in matrix form
Each "Primitive" Cell Model has two meta (meta, meta) entities- a "Thing" and a
"Relationship"
Comprehensive and Complete
▫ The Classification on both axes is comprehensive and complete- therefore, the intersections
(Cells) have to be comprehensive and complete
© April 2009 John P. Zachman, Zachman International, Inc
Zachman Framework
• The Logic of The Framework (6 rows x 6 columns):
▫ A two-dimensional classification system- a "schema"
 Columns:
 Communication Interrogatives?
▫ 1. What, 2. How, 3. Where, 4. Who, 5. When and 6. Why; &
 Enterprise Manifestations
▫ 1. Inventory sets (Data), 2. Processes/Functions, 3. Network Nodes, 4. People (Organization
Groups), 5. Timing, 6. Motivation
 Rows:
 Reification (the 2000-year old process for turning an abstract idea into
reality) Transformations (Systems thinking):
▫ 1. Identification, 2. Definition, 3. Representation, 4. Specification, 5. Configuration, 6.
Instantiation;
 Audience Contributors/Roles:
▫ 1. Scope (Strategists), 2. Business Concepts (Executive Leaders as Owners), 3. Systems Logic
(Architects as Designers), 4. Technology Physics (Engineers as Builders), 5. Component Assemblies
(Technicians as Implementers), 6. Operations (Workers as Participants)
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4. Design of Process
• Process: A structured set of activities
designed to archive a specific goal
• Process Control: Consists of planning &
regulation of a process, with the purpose of
executing that process in an efficient, effective,
and consistent manner
5. Design of Measurement systems
& Metrics
• Typically 4-5 elements to investigate:
1.
2.
3.
4.
5.
Progress
Fulfillment
Effectiveness – What you do?
Efficiency – How you do it?
Continual Improvement
“Being effective is about doing the right things,
while being efficient is about doing things right.”
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Benefits of Service Design
1.
2.
3.
4.
5.
Lower TCO
Improved quality of service delivery
Improved consistency of service delivery
Simpler implementations
Improved synchronizations/coordination/ or
alignment of services with business
requirements
6. Improved effectiveness in performance, service
management, and IT processes
7. Improved IT administration
Design Constraints and
Opportunities
• Service designers constrained by:
▫ Internal resources; and external circumstances
 ISO, SOX, COBIT, etc.
• Service designers have the opportunities to
enhance effectiveness & efficiency of IT facilities
through the use of Service Oriented Architecture
(SOA) approach.
• Maintain the Configuration Management System
(CMS)
▫ Includes the services catalog
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Business Service Management (BSM)
• Concurrently, BSM enables the organization to:
▫ Synchronized IT facilities with the business
objectives
▫ Set the priorities of IT activities o the basis of their
impacts on the business
▫ Increase productivity and profitability
▫ Support Corporate Governance
Alignment!
▫ Enhance competitive advantage
▫ Increase the quality of service delivery and
customer satisfaction
Basic Service Design Concepts
• Delivery Options for IT Services
▫
▫
▫
▫
▫
▫
▫
Insourcing
Outsourcing
Co-sourcing
Multi-sourcing
Business process outsourcing (BPO)
Application Service Provision (SaaS)
Knowledge process outsourcing (KPO)
 Entire work area outsourced
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4.2 Design & Development Options
• Traditional Development approaches (SDLC)
▫ Assume that requirements can be determined at
the beginning of the lifecycle
• Rapid Application Development (RAD)
▫ Assumes that change is inevitable; RAD is
incremental and iterative
•
•
•
•
Incremental approach – service modules
Iterative approach – prototypes
Hybrid approaches
Off the Shelf solutions – some tailoring!
4.3 Processes and Other Activities
• The 7 Processes are:
1.
2.
3.
4.
5.
6.
7.
Service Catalogue Management (SCM)
Service Level Management (SLM)
Capacity Management
Availability Management
IT Service Continuity Management (ITSC)
Information Security Management
Supplier Management
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4.3 & Other Activities
• 3 Activities
1. Requirements Development
2. Data & Information Management
3. Application Management
Service Design Requirements
• Types
▫ Functional Requirements
 System context diagrams
 Use case model
▫ Management and operational requirements
 Non-functional requirements of IT services
 TESO + Service Quality + POCIS
▫ Usability requirements
 Set performance standards
 Define test scenarios
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Service Design Requirements
• Requirement Investigation Approaches:






Interviews
Workshops
Observation
Protocol analysis
Shadowing
Surveys
Service Design Requirements
• Documentation Requirements
▫ SMART 
 Specific, Measureable, Achievable/Appropriate,
Realistic/Relevant, and Timely)
▫ MoSCoW-Approach (a.k.a., MOSCOW)
is a prioritization technique used in business analysis and software development to
reach a common understanding with stakeholders on the importance they place on the
delivery of each requirement - also known as MoSCoW prioritisation or MoSCoW analysis.
 M - MUST: Describes a requirement that must be satisfied
 S - SHOULD: Represents a high-priority item that should be included in the solution if it is
possible.
 C - COULD: Describes a requirement which is considered desirable but not necessary.
 W - WON'T: Represents a requirement that stakeholders have agreed will not be
implemented at this time.
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Service Design Data & Information
Management
• Scope:
▫
▫
▫
▫
Management of Data Sources
Management of Data/Information Technology
Management of Information processes
Management of Data Standards & Policy
(Governance)
• Data management (MDM) & Lifecycle
▫
▫
▫
▫
Data valuation
Classification: Operational, Tactical, Strategic
Ownership
Integrity
Service Design Application
Management
• Definition: Software with specific function for
direct support of business processes and/or
procedures.
• Approaches:
▫ Service Development Lifecycle (SDLC)
▫ Application Maintenance
• Frameworks:
▫ Application families (by OS; by functional area, etc.)
▫ CASE Tools
▫ Application Development
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Skill Mapping Assessment of
Employees
A Swap Analysis is a review
of the existing personnel
resources, including their
skills, and a mapping of those
against the required skills
set.
Source: Bashab & Piot, “The Executive’s Guide to IT,” p. 355, 2nd,
4.4 Service Design: Organization
• Roles and Responsibilities Well Defined!
▫ RACI Model
 Responsible, Accountable, Consulted, and Informed
▫ Skills
 Levels, knowledge, training & competency grid
▫ Rolls






Process Owner
Service Design Mgr
Service Catalogue Mgr
Service Level Mgr
Availability Mgr
Security Mgr
 Others: IT planners, designers, architects
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Exhibit 7.4, Page 173
Source: Bashab & Piot, “The Executive’s Guide to IT,” p. 355, 2nd,
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Slide 8 - 39
Help Desk Staffing Level Guidelines
– Step 1
• Determine Base Ratio:
▫ 45:1
 Variety of OS’s
 No Standards
▫ 70:1
 Single OS
 Established Standards
Source: Bashab & Piot, “The Executive’s Guide to IT,” p. 257-8, 2nd,
Slide 8 - 40
Help Desk Staffing Level Guidelines
– Step 2
• Subtractions From Base Ratio:
▫ 30:1
 IT Decentralized
 Users Control & Adjust their Settings, Software,
Peripherals
▫ Reduce ratio by 50%
 Users are Remote
 Support must drive/fly to Users
Source: Bashab & Piot, “The Executive’s Guide to IT,” p. 257-8, 2nd,
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Help Desk Staffing Level Guidelines
– Step 3
• Additions to Base Ratio:
▫ 15:1
 Centralized IT
 Locked User Desktops
▫ 20:1
 Remote Controls Used
▫ 15:1
 Standardized Images & Configurations
▫ 15:1
 Centralized Help Desk
Source: Bashab & Piot, “The Executive’s Guide to IT,” p. 257-8, 2nd,
Example: Size of Help Desk Staff
1. Standard single OS
70:1
2. Decentralized IT
-30:1
3. Centralized Help Desk
+15:1
Help Desk Requirements:
55:1
• 550 employees  10 Help desk employees
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4.5 Methods, Techniques, & Tools
• Technological considerations. Tools offer many
benefits:
▫
▫
▫
▫
Timely development cycle
Adherence to standards
Facilitate development of models and prototypes
What if? Analysis
• Service Management Tools
▫ Provide efficiency and effectiveness
4.6 Implementation
• Business Impact Analysis (BIA): Cost/Benefits
• Implementation of Service Design
▫ Service Design Package drives this phase
• Prerequisites
▫ E.g., Problem management depends upon a
mature incident management process
• CSFs and KPIs (Other Metrics; click)
▫ Each IT Service provider needs to focus on a
specific set of these
• Challenges
• Risks (SWOT?)
▫ Strengths, Weaknesses, Opportunities, and Threats
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Summary
• Standards Institutes and Training Providers
▫ Axelos, Pink Elephant, Glenfis AG, etc.
• Key Points of Service Design
1. Service Design Package main Output (SDP)
▫
SDP is main input  Service Transition Stage
2. Major Purpose of SDP is the design of new or
changed services for introduction into the live
environment
3. 4 Ps of SD are people, processes, partners
(vendors), and products (technology)
4. Five (5) aspects of Design include:
1) Service solution; 2) Service Management System; 3)
Technology & architectures; 4) Processes; and 5)
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