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BCIS 5520
IT Service Management
Service Continuity (P2)
Class 13.01
Spring 2016
Dr. Becker
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Class 14: Tools, Techniques, and Security
Issues; Virtual Organizations
• Homework (N/A) Class #14 –(4/27; click here)
• Readings:
 NEW** Foundations in ITSM (ITIL v3 Foundations Course
in a Book; April, 2013), Orand & Villarreal (O)
 Chapters: 12 Tools, Techniques, and Security Issues
 Review:
▫ 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 & 12 Continual Service Improvement
 Other Materials
 Class Handouts & Readings
 Homework #Final Project Q&A; Bonus? (5/04):
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Class 13: Continual Service Improvement
• Homework (9A) Class #13 –(4/20; 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 & 12 Continual Service Improvement
 Other Materials
 Class Handouts & Readings
 Homework #9A (4/20):
▫ ITSM Continual Service Improvement (CSI):
▫ a) Deming Cycle or b) CSI Best Practices; c) IT Cloud Governance
▫ SEE NEXT SLIDE
Case Assignments 9A:
Continual Service Improvement
• IT Governance and Controls in Cloud
Computing, Bailey & Becker [Class 13; Apr 20]
▫ And/or
• IT Continual Service Improvement (CSI)
• Deming Cycle?
• CSI Best Practices
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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, “IT Service Catalog Management: Building The
Service Catalog A Case Study: Hunt Consolidated”
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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ITIL ITSM Lifecycle: Operations
1.
2.
3.
4.
5.
Service Strategy
Service Design
Service Transition
Service Operation
Continual Service
Improvement
11.5 The CSI Model (Recall)
6 Questions:
1. What is the vision?
2. Where are we now?
3. Where do we want to
be?
4. How do we get there?
5. Did we get there?
6. How do we keep the
momentum going?
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7 Step CSI Improvement Process
(JVB, Chap 13)
7 Step CSI Improvement Process
(OV, Chap 12; April, 2013)
1. Fits into Deming’s
Plan-Do-Check-Act
Cycle
2. Fits into the D-I-K-W
Model; Data-informationKnowledge-wisdom
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7-Step Improvement Process
1. Identify the strategy for improvement
What should be measured? To meet the vision,
goals and objectives
2. Define what you will measure
Metric should be identified, but may be refined.
Where are we now?
3. Gather the data
“Milk” the sources of raw data
4. Process the data
Align the various sources of CSFs and KPIs
7-Step Improvement Process
5. Analyze the information and data
Perform detailed Business analyses (often
overlooked… because of time and lack of analytical
skills)
6. Present and the use the information
Communicate results of the improvement efforts.
Knowledge is transferred to stakeholders
7. Implement the improvement
Knowledge gained is used to optimize, improve, and
correct services and processes.
Establishes a NEW baseline for the next cycle.
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THE END
• Final Exam … Next week– May 11
▫ Final Exam: 6:30 pm – 8:30 pm
 Chapters: 5-13 (OV; April 2013); 5-7 & 11-13 (JVB);
+Handouts
▫ 300 Points:
 250 Points – Multiple Guess (85-100)
 50 Points Short Answer
 No Cases!! 
THE END… Class 13
• Continue …. next week.
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