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BCIS 5520
IT Service Management
Service Design (Part 2)
Class 7.01 (a.k.a., 8.01 Spring 2016)
Spring 2016
Dr. Becker
Announcements: Exam #1 Review
• Class #7 (#8 2016C) –(3/9; click here)
• EXAM #1 REVIEW:
▫ Foundations of ITSM based on ITIL v3, Jan von Bon (JVB)
 Chapters: 1-4; 8- 9 [10]
▫ Foundations in ITSM (ITIL v3 Foundations Course in a
Book), Orand & Villarreal (O&V)
 Chapters: 1- 4 [5]
 Other Materials
 Class Handouts & Readings
• Multiple guess portion (200 pts) will be closed book
• Short Essay (100 pts) will be closed book
• Open-Ended Case portion (200 pts) will be open book
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2016 Project Topics DRAFT
1.
Curran, Kevin: “ITSM/ITIL Risk related to Security”
2.
Gill, Manrajdeep, “ITSM/ITIL Service Transition Issues: Service
Catalogs & CMDBs”
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 19th
Paper (325 pts.; 3000-5000 words) & Presentation (50 pts.; slides) due: April 30th
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Class 7 (#8; 2016C): Readings for
Tonight
• Homework Class #7 –(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.)
ITIL ITSM Lifecycle: 5 Stages
1.
2.
3.
4.
5.
Service Strategy
Service Design
Service Transition
Service Operation
Continual Service
Improvement
3
ITSM Life Cycle
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“ITIL V3 Application Support”, CAI, 2008
Output of Service Design (Part 2)
• 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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Output of Service Design (Part 2)
• Increased focus and detail on IT SD Functions &
Processes:
1. Service Catalog Management (SCM)
 Business SC vs Technical SC
2.
3.
4.
5.
6.
7.
8.
Interfaces: Input & Output (I/O) Interfaces
KPIs, CFSs, SLMs,
Capacity Management
Availability Management
IT Service Continuity Management
IT Security Management
Supplier Management
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. Processes … 7 Processes
5. Measurement systems and metrics
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5.1 Processes and Other Activities
• The 7 Processes are:
1.
2.
3.
4.
5.
6.
7.
Service Catalog Management (SCM)
Service Level Management (SLM)
Capacity Management
Availability Management
IT Service Continuity Management (ITSC)
Information Security Management
Supplier Management
1. Service Catalog Management
(SCM)
• Purpose:
▫ SCM provides a single source of consistent
information on all of the agreed upon services and
ensure that is widely available to those who are
approved to access it.
• Goal:
▫ Ensure that a SC is accurately produced and
maintained on all operational services and those
being prepared to run operationally
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SCM Key Points
• SCM Value for the Business
▫ Contains a customer facing view of all IT services in use, how they
are intended to be used, the business processes they enable, and
the level of quality of service the customer can expect.
• Difference between the SCM and Service
Portfolio
▫ The Service Portfolio represents all active and inactive services
in the various phases of the lifecycle; as such
▫ The Service Catalog is a subset of the Service Portfolio
▫ Many organizations integrate both as part of the Configuration
Management System (CMS)
Figure – Service Portfolio
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Service Catalog Components
• Business Service catalog
▫ Connects IT service supplied with relationships to
the business units and the business processes
▫ Facilitates proactive and preemptive SLM
processes.
• Technical Service catalog
▫ The IT view of the services that are delivered to
the customer, along with relationships to the
supporting and shared services, components, and
configuration items (CI’s)
SCM: Activities, Methods, and
Techniques
• Agree upon a document a Service Definition
• Agree upon contents of the Service Catalog and
the Service Portfolio
• Produce and maintain the service catalog
• Identify dependencies between business units
and their processes with IT services
• Interface with support teams, service providers,
and configuration management on interfaces
and dependencies
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Interfaces: I/Os
• Inputs
▫
▫
▫
▫
▫
Business and IT Strategic plans
Business Impact Analysis (BIA)
Service portfolio
Configuration Management System (CMS)
Feedback for other processes
• Outputs
▫ Definitions of services
▫ Updates to the Service Portfolio
▫ Updates to the Service Catalog
Suggested KPI’s
• Number of services recorded and maintained
with the service catalog, as a percentage of those
being delivered and transformed in the live
environment
• Number of difference between information from
the service catalog and the live environment
• Percentage increase in the business service
catalog and/or IT services catalog, compared
with operational services
• Percentage of incidents at the service desk
without appropriate service-related information
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SCM CSF’s
• Accurate service catalog
• Business users’ awareness of the services being
provided and the location of the catalog
• IT staff awareness of the IT supporting the
services.
2. Service Level Management (SLM)
• Purpose:
▫ Ensure that all operational services and their
performance are measured and reported in a
consistent and professional manner.
• Goal:
▫ Ensure that an agreed upon level of IT service is
provided for all current IT services and that future
services are delivered to agreed upon targets
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SLM Objectives
1. Define, document, agree, monitor, measure, report,
and review the level of IT services
2. Provide and improve the relationship and
communication with the business and its customers
3. Ensure that IT and customers understand the
expectations for service levels!
Manage Expectations!
4. Ensure that specific and measurable targets are
developed for all IT services
5. Monitor and improve customer satisfaction with the
quality of services delivered
6. Ensure that proactive measures to improve service
levels are delivered when cost-justified
SLM Key Points
• Value for the Business
▫ Provides the business with the agreed upon
service targets and the required management
reporting & monitoring systems
• Difference between the SLAs and OLAs
▫ The Service Level Agreements (SLAs) is a written
agreement between the service provider and the its customers
defining service targets and responsibilities of each;
▫ The Operational Level Agreement (OLA) is an agreement
between an IT service provider and another internal provider that
assists with the service delivery
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SLM Components
•
•
•
•
Service Level Agreements (SLA)
Service Level Requirements (SLR)
Service Level Targets (SLT)
Operational Level Agreements (OLA)
Differences between OLA and SLA:
1. Service Level Agreement focuses on the service part of the agreement, like uptime of services
and performance. On the other hand, Operational Level Agreement is an agreement in
respect to maintenance and other services.
2. The Service Level Agreement is basically a contract between a service provider and a
customer. OLA is an agreement between the internal support groups of an institution that
supports SLA.
3. When comparing the target groups, the OLA has smaller target group than the SLA.
4. Unlike the OLA, the SLA connects the service providers to the customers.
5. The Operational Level Agreement is more technical than the Service Level Agreement.
Read more: Difference Between OLA and SLA | Difference Between | OLA vs SLA
http://www.differencebetween.net/miscellaneous/difference-between-ola-and-sla/#ixzz3TS2WpuVR
SLM: Activities, Methods, and
Techniques
• Design of SLA Frameworks
▫ Service-based SLAs
▫ Customer-based SLAs
▫ Multi-level SLAs
• Determining, negotiating, documenting and agreeing to SLRs
• Monitor and measure service performance
• Improve customer satisfaction
• Produce service & management reports
• Conduct service reviews
• Review and revise SLAs
• Develop contacts and relations (Service Desk)
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SLM Activities & Processes (Fig.10.1)
(courtesy OGC)
SLM Activities & Processes
SLM Workflow Activities
Continued
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Interfaces: I/Os
• Inputs
▫
▫
▫
▫
Business information & requirements
Service portfolio & service catalog
Change information
Configuration Management System (CMS)
• Outputs
▫
▫
▫
▫
▫
▫
Service reports
Service Improvement Plan (SIP)
Service Quality Plan (SQP)
Standard document templates
SLA, SLR, and OLA
Service review meeting minutes
Suggested KPI’s
•
•
•
•
•
Percentage reduction in SLA targets missed
Percentage increase in customer satisfaction
Number or percentage of service targets met
Reduction in costs of services provided
Increase speed of performance delivery
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SLM CSF’s
• Overall quality of IT services
• Ability to deliver cost-effective services
• Ability to manage the interface with business
and users
• Constant focus on business
3. Capacity Management (CMgt )
• Purpose/Goal:
▫ Ensures cost-justifiable IT capacity exists for
current and future agreed upon IT service needs of
the business.
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CMgt Objectives
1. Create and maintain an up-to-date capacity
plan for current and future needs
2. Coordinate internal and external consulting on
services in terms of capacity and performance
3. Manage performance and capacity services
4. Diagnose of performance and capacity
incidents
5. Evaluate the impact of changes to the capacity
plan
6. Take proactive measures to improve
performance
CMgt Key Points
• Value for the Business
▫ Balance costs against resources required and
supply against demand. Justify expenditures.
• CMgt Sub-processes:
▫ Business Capacity Management
 Translates business needs into IT service and infrastructure
requirements
▫ Service Capacity Management
 Focuses on delivery of existing services
▫ Component Capacity Management
 Focuses on individual technology components that support the
services (CPUs, networks, printers, etc.; see Service Operations)
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CMgt: Activities, Methods, and
Techniques
• Reactive activities: Monitoring & measuring
• Proactive activities: Predicting future requirement and
trends
• Supporting Activities:
▫ Review current capacity and performance
▫ Improve current service and component capacity
▫ Assess, agree and document requirements and
capacity
▫ Plan new capacity requirements
CMgt Activities & Processes (Fig.
10.2 (courtesy OGC) )
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Interfaces: I/Os
• Inputs
▫ Business information & requirements
▫ Service and IT information from strategic plan
▫ Capacity Management Info System (CMIS)
▫ Component performance and capacity information
▫ Financial information
▫ Workload information from operations
• Outputs
▫ Capacity Management Information System (CMIS)
▫ Capacity plan
▫ Service Performance reports
▫ Workload analysis reports
▫ Forecasts, & Threshold, alerts & events
Suggested KPI’s
• Percentage accuracy of forecasts of business
needs
• Production of workload forecasts on time
• Increased ability to monitor performance
• Timely installation of new technology
• Reduction in use of old technology
• Reduction in incidents and problems related to
inadequate capacity
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CMgt CSF’s
• Overall quality of IT services
• Ability to deliver cost-effective services
• Ability to manage the interface with business
and users
• Constant focus on business
4. Availability Management (AMgt)
• Purpose/Goal:
▫ Ensures cost-justifiable IT availability exists for
current and future agreed upon IT service needs of
the business.
▫
• Definition:
▫ The ability of a service, component, or
configuration item (CI) to perform its agreed
function when required. (e.g., up-time)
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AMgt Objectives
1. Create and maintain an up-to-date availability
plan for current and future needs
2. Coordinate internal and external consulting on
services in terms of IT availability
3. Ensure that availability results meet or exceed
defined requirements
4. Diagnose of performance and availabilityrelated incidents
5. Evaluate the impact of changes to the
availability and capacity plans
6. Take proactive measures to improve
availability
AMgt Key Points
• Value for the Business
▫ Availability and reliability of IT services has a direct
impact on customer satisfaction and company
reputation. Availability management is vital!
• AMgt components:
▫
▫
▫
▫
▫
Availability – ability to perform its function
Reliability – length of time
Maintainability – speed of repair
Serviceability–external service provider performance
Scalability -- ease of increase or decrease in size
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AMgt : Activities, Methods, and
Techniques
• Reactive activities:
▫ Monitoring & measuring;
▫ Investigating incidents
• Proactive activities:
▫
▫
▫
▫
▫
Risk assessment and management
Implement cost-justifiable countermeasures
Plan and design for new and changed services
Review all new and changed services; and
Test all availability and resilience mechanisms
AMgt Activities & Processes (Fig.
10.5 (courtesy OGC) )
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AMgt: Expanded Incident Lifecycle
• Incident stages:
▫ Detection; Diagnosis; Repair; Recovery; Restore
• Mean Time to Restore Service (MTRS)
▫ The time between failure and full restoration of a
service.
• Other useful measure:
▫ Mean Time Between Failures (MTBF)
▫ Mean Time Between Service Incidents (MTBSI)
▫ Mean Time to Repair MTTR)
Interfaces: I/Os
• Inputs
▫ Business information & requirements
▫ Service information from service portfolio and catalog
▫ Risk analysis, business impact analysis, and Vital Business functions
studies
▫ Change calendars and release schedules
▫ Service targets
▫ Unavailability and failure information
• Outputs
▫ Availability Management Information System (AMIS)
▫ Availability plan
▫ Availability and recovery design criteria
▫ Updated risk register
▫ Availability mangaement test schedule
▫ Planned and preventive manintenance schedule
▫ Project service outage reports
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Suggested KPI’s
• Percentage reduction in unavailability of
services and components
• Increase in reliability of services and
components
• Percentage improvement in overall end-to-end
availability of service
• Increase in customer satisfaction
• Reduction in costs of unavailability
AMgt CSF’s
•
•
•
•
Availability and reliability of IT services
Availability of IT infrastructure
Satisfaction of business needs
Increased customer satisfaction
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5. IT Service Continuity Management
(ITSCM)
• Purpose/Goal:
▫ Support the overall business continuity
management process by ensuring that the
required IT technical and service facilities (ICT),
can be resumed within required and agreed upon
time.
ITSCM Objectives
1. Maintain an up-to-date set of continuity and
recovery plans
2. Perform regular Business Impact Analysis
3. Provide expertise to all areas of the business on
continuity and recovery-related issues
4. Ensure that the continuity and recovery
mechanism are in place
5. Take proactive measures to improve
availability of services
6. Negotiate agreements with IT service providers
to support the continuity and recovery plan
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ITSCM Key Points
• Value for the Business
▫ ITSM is vital! Intelligent risk management plan for
the enterprise
• ITSCM components:
▫ Recall Westerman article on Risk Management




Access
Integrity
Continuity
Strategic
ITSCM : Activities, Methods, and
Techniques
• Initiation
• Requirements and strategy
▫
▫
▫
▫
Business Impact Analysis
Risk Estimation
Risk Response Measures
ITSCM recovery options
• Implementation
• Ongoing Operations
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ITSCM Activities & Processes (Fig.
10.8 (courtesy OGC) )
Interfaces: I/Os
• Interfaces
▫ Incident and Problem Management system
▫ Availability management system
▫ Service level management system
• Inputs
▫ Business information & requirements
▫ IT information; Financial information
▫ BCM (Business Continuity Management) strategy & plans
▫ Change information
▫ CMS
▫ Testing schedules
• Outputs
▫ Revised ITSCM policy and strategy
▫ BIA exercises and reports
▫ Risk analysis and management reviews and reports
▫ Continuity plans
▫ Test scenarios; reports and reviews
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Suggested KPI’s
• Outcome of regular audits of ISCM plans
• Extent to which service recovery targets are
agreed upon and documented in the SLA
• Test results of the ITSCM plan
• Regular review of the ITSCM plans
• Risk reduction vs. costs
ITSCM CSF’s
• Estimated time to restore operations
• Organizational awareness
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6. IT Security Management (ITSM)
• Purpose/Goal:
▫ Align IT and business security and ensure that the
Information security is managed effectively in all
service activities
7. Supplier Management (SM)
• Purpose/Goal:
▫ Obtain value from suppliers that ensure that
suppliers perform to the SLAs
▫
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Service Design:
Summary
• 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 – 7 Processes…
5. Measurement systems and metrics
7 Processes of Service Design
1.
2.
3.
4.
5.
6.
7.
Service Catalog Management (SCM)
Service Level Management (SLM)
Capacity Management (CMgt)
Availability Management (Amgt)
IT Service Continuity Management (ITSCMgt)
Information Security Management (ISMgt)
Supplier Management (SMgt)
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THE END… Class 7 (8; 2016C)
See Syllabus on website.
• Cloud Computing 2014 Key Trends…
• 2015 Cloud Adoption & Risk Report
• Dynamic Reconfiguration Deployment (DRD)
▫ Becker, et. al…
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