4/6/2016
BCIS 5520
IT Service Management
Service Operations (Part 2 cont.)
Class 11.01
Spring 2016
Dr. Becker
Class 12: Continual Service Improvement
Next Week…
• Homework (8A) Class #12 –(4/13; click here)
• Readings:
▫ Foundations of ITSM based on ITIL v3, Jan von Bon (JVB)
 Chapter: 7 & 13 Continual Service Improvement
 Foundations in ITSM (ITIL v3 Foundations Course in a
Book), Orand & Villarreal (O&V)
 Chapters: 11 Continual Service Improvement
 Other Materials
 Class Handouts & Readings
 Homework #8A (4/13); Optional; REPLACMENT
▫ ITSM Operations: a) Request Fulfillment or b) Problem Mgt.
 Homework #9A (4/20); Optional; BONUS
▫ ITSM Continual Service Improvement (CSI):
▫ a) Deming Cycle or b) CSI Best Practices
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4/6/2016
Class 11: Service Operations (part 2)
• Homework (8A) Class #11 –(4/8; click here)
• Readings:
▫ Foundations of ITSM based on ITIL v3, Jan von Bon
(JVB)
 Chapter: 12 Service Operations
 Foundations in ITSM (ITIL v3 Foundations Course
in a Book), Orand & Villarreal (O&V)
 Chapters: 10 Service Operations Overview & Processes
 Other Materials
 Class Handouts & Readings
• Homework 7A (100 pts):
(in lieu of a Paper Reviews)
• Final Project Status Report (See grading form)
• DRAFT of Sections I, II, III, V, VI
Announcements & Assignments:
• Class #11 –(4/6; click here)
• Homework 7A (100 pts):
(in lieu of a Paper Reviews)
• Final Project Status Report (See grading form)
• DRAFT of Sections I, II, III, V, VI
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4/6/2016
2016 Project Topics DRAFT
1.
Curran, Kevin: “IT Risk Management and Productivity: A
Delicate Relationship and How to Use it to Your Advantage”
2.
Gill, Manrajdeep, “ITSM/ITIL Service Transition Issues: Service
Catalogs & CMDBs”
Term Paper & Presentation Project
(400 pts.); DRAFT (100 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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4/6/2016
You Should be Able to Create a
Table to Relate KIs … CSFs … KPIs
Key Issues
CSFs
KPIs (Level
1)
KPIs (Level
2)
Etc.
List the 5-10
Key Issures
here
Then identify
the Critical
Success
Factor(s) that
relate to each
KI
The KPIs are
the specific
metrics tied to
each CSF.
KPIs can be
drilled down
into the
organization
to lower management
levels
Similar to the
way Balanced
ScoreCards
work.
1.
1.
2.
1.
2.
2.
3.
3.
4.
3.
4.
5.
ITIL ITSM Lifecycle: Operations
1.
2.
3.
4.
5.
Service Strategy
Service Design
Service Transition
Service Operation
Continual Service
Improvement
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4/6/2016
Service Operation/Functions
(Part 2)
• The functions in this section actually execute a
large number of the activities/operations we
have been discussing all semester
Service Operations/Functions (Part 2)
The following functions perform the a large
number of the Service Operations/activities:
•
•
•
•
•
10.1 (12.8) Service Desk
10.2 Technical Management
10.3 Application Management
10.4 (12.7) IT Operations
10.5 (12.6) Monitoring & Control
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10.1 (12.8) Service Desk
• The Service Desk is a functional unit that
provides a single point of contact between users
and the IT Service Management. The Service
Desk manages all calls from users, including
incidents, Service Requests, questions, and
feedback (compliments and complaints)
• Objectives
▫ To resume “normal service” to the user as soon as
possible. This may be resolving a technical error,
but also filling a service request or answering a
questions
Service Desk: Organizational
Structure
•
•
•
•
•
Local Service Desk
Centralized Service Desk
Virtual Service Desk
24-hour Service Desk
Specialized Service Desk Groups
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Service Desk Personal
• Recall Staffing Example from earlier in semester
• Often Service Desks are outsourced (discuss)
▫ Pros
▫ Cons
Service Operations/Functions (Part 2)
The following functions perform the a large
number of the Service Operations/activities:
•
•
•
•
•
10.1 (12.8) Service Desk
10.2 Technical Management
10.3 Application Management
10.4 (12.7) IT Operations
10.5 (12.6) Monitoring & Control
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4/6/2016
10.2 Technical Management
• Technical Management is the function
responsible for providing technical skills in
support of IT service and management of the IT
infrastructure
• Technical Management Areas:
▫
▫
▫
▫
▫
Mainframe Management
Server Management
Network Management
Storage Management
Database Management
10.3 Application Management
• Application Management is the function
responsible for managing applications through
their lifecycle.
• Application Management Components
▫ Financial Applications
▫ HR Applications
▫ Business Applications
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Example Application Portfolio
10.4 (12.7) IT Operations
Management
• IT Operations Management is the function
within an IT Service Provider which performs
the daily activities needed to manage IT services
and the supporting IT infrastructure.
• IT Operations Control
▫
▫
▫
▫
Console Monitoring
Job Scheduling
Backup and Restore
Print and Output management
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IT Operations (cont.)
• Facilities Management
▫
▫
▫
▫
Data Center Management
Recover Site Management
Data and Server Consolidation
Contracts
 Vendor Management and the
 Vendor Management Office (VMO)
10.5 (12.6) Monitoring & Control
• The measuring and control of services is based
on a continuous cycle in detail because it is
essential to the supply, support and
improvement of services.
• Basic Concepts
▫ Monitoring, Reporting, Control
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Monitoring and Control (cont.)
• Monitoring/Control Cycle
▫ Open cycle Systems
 IPO
▫ Closed cycle systems
Feedback loop
▫ Complex monitoring/control cycle
 Figure 12.6
▫ ITSM monitoring/control cycle
 Figure 12.7
Monitoring/Control (cont.)
• Tools
▫ Active vs. Passive Monitoring
▫ Reactive vs. Proactive Monitoring
▫ Continuous Measuring vs Exception-based
measuring
▫ Performance vs. Output Monitoring
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END Service Operations/Functions
(Part 2)
• Discuss Homework #6A which I am returning
tonight; topics follow
• Homework #6A: 1) Service Management
Operations or 2) Service Desk Operations also
• Homework #8A due next week:
 Homework #8A (4/15):
▫ ITSM Operations: a) Request Fulfillment or b)
Problem Management.
Final Project Discussion Questions
• KIs
▫ CSFs
 KPIs
• Key Issues (KIs are the major problems we
have identified with this project) They could be
Strategies, or just a clear statement of
PROBLEM and issues related to its resolution!
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4/6/2016
Discussion Topic (For Project)
• Key Issues (KIs)  CSFs (von Bon, etc.; p. 144)
▫ Then from CSFs we determine
 Key Performance Indicators (KPIs)
 Determine:
▫
▫
▫
▫
Quality
Performance
Value
Process Compliance
 Form of Measurements:
▫ Qualitative (e.g., customer satisfaction)
▫ Quantitative (e.g., costs, ROI, ratios, etc.)
Critical Success Factors
• A.k.a, Strategic Industrial Factors (SIF)
▫
▫
▫
▫
▫
▫
▫
Defined in terms of capabilities and resources
Are key to success for market leaders
Defined at the market level
Basis for competition among rivals
Dynamic (time dimension)
Capital intensive to develop
Measurable value calculated through a
combination of other factors
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4/6/2016
You Should be Able to Create a
Table to Relate KIs … CSFs … KPIs
Key Issues
CSFs
KPIs (Level
1)
KPIs (Level
2)
Etc.
List the 5-10
Key Issures
here
Then identify
the Critical
Success
Factor(s) that
relate to each
KI
The KPIs are
the specific
metrics tied to
each CSF.
KPIs can be
drilled down
into the
organization
to lower management
levels
Similar to the
way Balanced
ScoreCards
work.
1.
1.
2.
1.
2.
2.
3.
3.
4.
3.
4.
5.
THE END… Class 12
14