4/20/2016 BCIS 5520 IT Service Management Service Continuity (P2) Class 13.01 Spring 2016 Dr. Becker 1 4/20/2016 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): 2 4/20/2016 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 3 4/20/2016 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, “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 4 4/20/2016 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? 5 4/20/2016 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 6 4/20/2016 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. 7 4/20/2016 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. 8