IT Service Management
INTRODUCTION
What is IT Service Management?
"The bridge that delivers the business solutions to the
end user through IT capability"
Introduction to
IT Service
Management
IT Service Management covers more than
just technology, it is all about aligning:
OBJECTIVE DESIRED:
To develop and deliver quality IT
services aligned with the business
requirements and agreements
PROCESS
PEOPLE
TECHNOLOGY
The Evolving Role of IT:
What is changing?
IT is a major business tool
not just a technical challenge
IT is now a service providedto customers
Customer/user focused
The IT department is a service provider.
Often not considered a core part – supplier
IT needs to be business oriented
meets business requirements
The Business expects...
Consistent quality of
Acceptable cost of IT
service
Services
The service to be
Process oriented
available when needed
approach
Acceptable delivery
Alignment with
lifecycles
business objectives
What we hope to accomplish:
A move from this state...
...to this state!
Service Management: Current State
MISSING
INFORMATION
LACK OF
CLARITY
UNCLEAR
ROLE
Who is the
Customer/ End
User ?
Services reflect
Customer or IT
viewpoint?
Is IT the service
provider?
UNCLEAR,
INCONSISTENT
& MISSING
SERVICE
DEFINITIONS
VARYING
LEVELS OF
DETAIL
DESCRIBING
SERVICES MULTIPLE
DOCUMENTS
DUPLICATION
OF SERVICES
ACROSS
DIFFERENT
SERVICE AREAS
(REPETITIVE).
Searching for Service Management Solution:
"The Jigsaw Puzzle"
Why Service Management?
Increasing IT visibility
Increasing Business
dependence upon IT
Increasing demands
from Business to
deliver effective IT
solutions/services
Increasing complexity
of IT infrastructure
and processes
Increasing competition
Increased pressure
to realise return on
investment
Why Do We Need ITSM?
01
IT/IS ONLY EXISTS TO
SUPPORT THE BUSINESS
When Do We Need ITSM?
01
So it has to deliver the goods
02
ORGANISATIONS ARE INCREASINGLY
DEPENDENT UPON IT/IS
IT’s value proposition is not clearly articulated
02
It has to do so efficiently & effectively
03
TECHNOLOGY IS THE FRONT-LINE
Attributes like availability, security &
performance are crucial
SENIOR BUSINESS MANAGERS ARE
CONCERNED ABOUT THE LACK OF A
STRATEGIC PARTNERSHIP WITH IT
CUSTOMER AND END-USER
SATISFACTION IS LOW
IT has a technology rather than a service focus
03
FOCUS IS ON THE REACTIVE RATHER
THAN THE PROACTIVE
Results are achieved through heroics
rather than process
Scenarios without Service Management
Loss of Clients
Loss of Credibility
Poor Process & Procedure
Documentation
Stressed Service Management Staff
Loss of Revenue
‘Band-Aid’ Jobs instead
of Problem Elimination
"What happens if someone can’t
book a holiday, or an insurance
broker can’t get a quote?
THEY GO SOMEWHERE ELSE!
Service Management Framework
SERVICE DESIGN AND MANAGEMENT PROCESS
Security Management
Availability and
Service Continuity
Service Level Management
Service Reporting
CONTROL PROCESSES
Capacity Management
Financial Management
Configuration Management
Change Management
Release Management
Problem Management
Incident Management
RELEASE PROCESSES
RESOLUTION PROCESSES
AUTOMATION
Business Relationship
Management
Supplier Management
RELATIONSHIP PROCESSES
What is ITIL?
IT Infrastructure Library and ITIL® is a Registered Trade
Mark and a Community Trade Mark of the “Office of
Government Commerce (OGC)”
ITIL is a “set of best practices standards for Information
Technology (IT) service management”.
ITIL provides businesses with a “customizable framework of best practices to
achieve quality service and overcome difficulties associated with the growth of
IT systems”.
ITIL is organized into “sets of texts which are defined by related functions:
service support, service delivery, managerial, software support, computer
operations, security management, and environmental”.
People
ITIL promotes:
a customer culture
a common terminology
an ‘end to end’ view of IT services
improvement in communication
the breakdown of silo mentality
a holistic view of service provision
a recognised qualification system for
individuals
Process
ITIL is:
process based
impartial
technology independent
public domain
common sense
scalable
regularly updated
internationally relevant
linked to a standard (BS15000/ISO
20000)
Technlogy and Tools
ITIL recommends:
Tools support the process –
not the other way round
Common tool for Incident,
Problem & Change Management
Automated workflows & escalation
Links to configuration data
Links to systems/network management tools
Effective support for metrics
Tools can greatly assist with efficiency
Information
ITIL recommends integrated databases
providing a holistic view:
Configuration Mgt
Database (CMDB)
Capacity
Database
Hardware & Software
Staff
Documents
Incidents, Problems
Known Errors, Changes
Availability
Management
Database
ITIL Framework
The Current OGC Network
What CAN'T ITIL Do For Us?
Be a packaged solution
Be a panacea for success
Guaranteed cost reductions
BE EASY!
Be cost free
Be risk free
This is where Service
Management Training,
Awareness and Consultancy
can help!
What CAN ITIL Do For Us?
Help deliver better service to
your customers
Increase IT flexibility
IT can become seen as a
business enabler
Enable better
implementation cycles
Give improved levels of motivation
and productivity for IT staff
Improve Service Continuity
Give access to global
expertise/knowledge
How to Approach Standards
ITIL and Other Standards
ITIL and Other Standards
SERVICE DESIGN AND MANAGEMENT PROCESS
Security Management
Availability and
Service Continuity
Service Level Management
Service Reporting
CONTROL PROCESSES
Capacity Management
Financial Management
Configuration Management
Change Management
Release Management
Problem Management
Incident Management
RELEASE PROCESSES
RESOLUTION PROCESSES
Business Relationship
Management
Supplier Management
RELATIONSHIP PROCESSES
ITIL Service Support Processes
SERVICE DESK
PROBLEM MANAGEMENT
INCIDENT MANAGEMENT
CONFIGURATION MANAGEMENT
CHANGE MANAGEMENT
RELEASE MANAGEMENT
ITIL IT Service Management
SERVICE LEVEL MANAGEMENT
IT SERVICE CONTINUITY
MANAGEMENT
FINANCIAL MANAGEMENT FOR IT
SERVICES
CAPACITY MANAGEMENT
AVAILABILITY MANAGEMENT
Agenda
Introduction to
service management
Service management
processes of ITIL
Implementing service
management
Measuring the success of
implementation
Summary
ITIL Process: How do they relate?
A user calls the
SERVICE DESK
CHANGE MANAGEMENT
raises the RFC for the change
FINANCIAL MANAGEMENT
assists with cost justification
INCIDENT MANAGEMENT
deals with the incident
PROBLEM MANAGEMENT
investigates the underlying cause
IT SERVICE CONTINUITY
considers impact on
recovery plans
RELEASE
MANAGEMENT
supervises the software
distribution
ITIL Process: How do they relate?
AVAILABILITY
MANAGEMENT
assess
performance
operation
RELEASE
MANAGEMENT
supervises the software
distribution
CAPACITY MANAGEMENT
ensures resources are
available
CONFIGURATION
MANAGEMENT
records all events
on CMDB
SERVICE LEVEL
MANAGEMENT ensures
customer requirements are
met
ITIL and Other Standards
Service Desk
A function, not a process
The goals of the service desk are to:
Provide a single point of contact for
customers and users
Facilitate the restoration of normal
operational service with minimal business
impact on the customer within agreed service
levels and business priorities
Service Desk in Relation
to Other Processes
Communication and promotion
Managing ncident control
Management information
Service Level Management
(including IT Service Continuity)
Availability
Management
Problem
Management
(including
Service Desk)
incident control
problem control
Capacity
Management
Financial
Management
Configuration
Management
Change
Management
standard change
urgent change
change
Service Desk
Responsibilities
Serve as SPOC (single
point of contact)
Monitoring &
Escalation
Communication
Recording, Assessment
& Tracking
Provide Management
Information
Coordination
Resolution & Closure
Problem
Identification
Service Desk Goal
Act as the central point of contact
between Users and IT Service
Management
Support change
Deliver quality support to
meet business goals
Increase User
satisfaction
Service Desk Benefits
Improved Customer and User
service, perceptions, and
satisfaction
Improved use of IT
support resources
Increased user visibility
into IT
Meaningful management
reports
Better quality in handling
requests
Better managed
infrastructure and
control
Better managed
infrastructure and
control
Service Desk Function
Service-Profit Chain model
Technology &
Environment
considerations
Staffing Training / Soft Skills
The primary objectives are to:
Restore normal service operation as quickly as possible
(and)
Minimize the adverse impact on business operations
“Normal Service Operation” is defined as service
operation within Service Level Agreement limits
Incident
Management Definitions
INCIDENT
PROBLEM
KNOWN ERROR
unexpected interruption
of service / degradation of
service levels
a condition identified as a result
of multiple Incidents exhibiting
common symptoms, or a single
significant Incident, the cause of
which is unknown but which has
significant impact.
a condition identified by
successful diagnosis of the
root cause of a problem and
the development
of a work-around.
Why Incident Management?
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The Incident Lifecycle
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The Incident Management Activities
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Incident Management
Benefits
Impact of Incidents reduced (due to
timely resolution)
01
05
More accurate CMDB via auditing
Support of SLAs
02
06
Data for Problem Management
Elimination of lost Incidents
03
07
Improved User satisfaction
Better staff utilization, leading to
greater efficiency
04
08
Less disruption of IT support staff
Problem
Management Objective
The primary objective is the …
Detection of the underlying causes of an incident and its
subsequent resolution and prevention.
Seeks to get to the root cause of incidents and then
initiates actions to improve or correct the situation
Problem Management Overview
Problem Management
Responsibilities
Problem Control (create
Known Errors)
Error Control (fix Known
Errors via Change Mgmt)
Assistance with Major
Incidents
Proactive Problem
prevention
Problem reviews
Problem Management
Benefits
Improved IT services
01
02
Permanent solutions
Reduced number of Incidents
03
04
Improved organization learning
05
Increase Service Desk first-time fix
rat
Problem Management
Activities
PROBLEM CONTROL
Problem identification and recording
Problem classification
Problem investigation and diagnosis
Note these activities are distinct from
incident management
ERROR CONTROL
Error identification and recording
Error assessment
Recording error resolution (investigation of
solution; the creation of a request-for-change
RFC)
Error closure
Monitoring problem and error resolution
progress
Problem Management
With Respect to Other
Processes
Supporting incident control
Problem Control
Error Control
Proactive Problem Management
Management Information
Service Level Management
(including IT Service Continuity)
Availability
Management
Problem
Management
(including
Service Desk)
incident control
problem control
Capacity
Management
Financial
Management
Configuration
Management
Change
Management
standard change
urgent change
change
Configuration
Management Objectives
Enabling control by monitoring and maintaining
information on:
Resources and configurations needed to deliver projects,
systems and services
Configuration Item (CI) status and history
CI relationships
Providing information on the infrastructure for all other
processes & Programme/IT/IS Management
Configuration Management Overview
Configuration Management
Terminologies
CI – configuration item; each
component in the IT infrastructure
01
02
CMDB – configuration management
database
DSL – a definitive software library
03
04
Baseline – a snapshot of details
about each CI at a moment in time
Configuration
Management w.r.t other
Processes
Identification
Control
Status Accounting
Verification
Management information
Service Level Management
(including IT Service Continuity)
Availability
Management
Problem
Management
(including
Service Desk)
incident control
problem control
Capacity
Management
Financial
Management
Configuration
Management
Change
Management
standard change
urgent change
change
Configuration Management Activities
Change Management
Ensures that standardized methods and techniques are
used, for efficient and immediate handling of all changes
to the IT infrastructure, while minimizing change-related
incidents.
A Change is an action that results in a new status for one
or more IT infrastructure Configuration Items
A Request for change (RFC) is the main input to the
Change Management process.
Change Management
Responsibilities
Raise and record Changes
(RFC)
Assess impact, cost,
benefits, and risks
Manage and coordinate
Change
Develop business
justification and obtain
approval
Monitor and report
Change Management
Benefits
Better alignment of IT services to
business
01
02
Reduced negative impact of Change
03
04
05
Increased visibility into Changes
Better assessment of cost of
Changes
Ability to absorb a larger volume of
Change
Change Management Activities
Change Procedure
Change Management
with respect to other
processes
Acceptance
Classification
Authorization & planning
Coordination
Management Information
Service Level Management
(including IT Service Continuity)
Availability
Management
Problem
Management
(including
Service Desk)
incident control
problem control
Capacity
Management
Financial
Management
Configuration
Management
Change
Management
standard change
urgent change
change
Release Management
Objectives
Deliver systems that are correctly configured and built
first time e.g. 99% of target
Repeatable, consistent process that is cost effective,
responsive and flexible
Everyone knows what is happening & when
Accurate updates are fed back to configuration
management
Can do OFTEN & QUICKLY!
Maintain quality
Release Management
Guarantees that the correct versions of software are
made available for operation
The Definitive Software Library (DSL) is the collection of
all the versions of software items that have been
transferred by systems development or an external
supplier for production. The software items are recorded
in their final, tested form.
DSL and DHS
The DSL and CMDB
Release Management
with respect to Other
Processes
Manage DSL
Distribution and Implementation
Management information
Service Level Management
(including IT Service Continuity)
Availability
Management
Problem
Management
(including
Service Desk)
incident control
problem control
Capacity
Management
Financial
Management
Configuration
Management
Change
Management
standard change
urgent change
change
Release
Management
Release Management Overview
Service Delivery Process Model
Service Level Management
Ensures continual identification, monitoring and
reviewing of the optimally agreed levels of IT service as
required by the business.
This is done in close cooperation between the IT
services providers and the customers (or their
representatives).
A Service Level Agreement specifies the services, the
service levels, specific conditions, and the parties
involved.
GOAL:
To maintain and improve IT service quality, through a
constant cycle of agreeing, monitoring and reporting upon IT
service achievements and through instigating actions to
eradicate unacceptable levels of service
Why Have Service Level
Management?
01
02
Someone needs to build relationships
with Customers that are positive and
forward looking!
Someone needs to understand what
the Customers mean in I.T. terms!
03
04
Someone must determine, agree and
document service levels required!
Someone must make ensure those
service levels are realistic,
achievable and measured!
05
06
Someone must ensure Customers get
value for money!
Someone in I.T. must be responsible for the
services that I.T. provide to the business!
Service Level Mgt.
w.r.t other processes
Service Level Management
(including IT Service Continuity)
Availability
Management
Defining Service Level Management
Executing Service Level Management
Controlling Service Level Management
Management Information
Problem
Management
(including
Service Desk)
incident control
problem control
Capacity
Management
Financial
Management
Configuration
Management
Change
Management
standard change
urgent change
change
Release
Management
SLM Overview
Service Level Management will...
Align IT service offerings with needs
of the business
Negotiate and manage Service Level
Agreements (SLAs)
Help manage external suppliers
01
02
Produce a service catalog
03
04
Define “quality”
05
06
Improve the delivery of services
Service Level
Management Activities
Create a service catalog
Negotiate and manage
Service Level Agreements
(SLAs)
Implement Service Level
Management
Conduct service
review meetings
Implement a service
level improvement
program
Establish SLA,
contract and OLA
maintenance cycle
Service Level Management Process
Agreements and Contracts
Availability Management
Objectives
To systematically identify availability and reliability
requirements against actual performance; and, when
necessary, introduce improvements to allow the organization
to achieve and sustain optimum quality IT services at a
justifiable cost
Availability Management Review
Availability Management Benefits
Design IT services to deliver levels of
availability required by the business
01
Provide availability reporting to
demonstrate reliability and
maintainability
02
Reduce over time the frequency and
duration of incidents that impact
availability
03
Availability
Management w.r.t
other Processes
Realization of Availability Requirements
Compiling Availability Plan
Monitoring Availability
Monitoring Maintenance Obligations
Control / Security
Vulnerability / Risk
Management Information
Service Level Management
(including IT Service Continuity)
Availability
Management
Problem
Management
(including
Service Desk)
incident control
problem control
Capacity
Management
Financial
Management
Configuration
Management
Change
Management
standard change
urgent change
change
Release
Management
Guiding Principles
Availability is at the core of
business and user satisfaction.
When things go wrong, you can
still achieve business and user
satisfaction.
You can only improve availability
when you understand how the
technology supports the
business.
IT Service Continuity
Management
"DISASTER RECOVERY"
Business Impact Analyses
Risk Assessments
Business Continuity Strategy
IT Service Continuity
To develop and maintain plans for coping with and recovering from
an IT crisis (i.e. loss of service for a protracted period) and, where
possible, to prevent IT crises from occurring.
To “cope” means that work is moved to an alternative system in a
non-routine way.
Contingency: Unplanned situation in which it is expected that the
period during which one or more IT services will be unavailable will
exceed threshold values agreed to with the customer.
IT Service Continuity
Management Goals
To support the overall BCM process,
ensuring that the required IT services
and facilities (systems, networks,
applications, telecommunications,
technical support and service desk)
can be recovered within required, and
agreed, business timescales.
Managing an organization’s
ability to continue to
provide an agreed level of
IT services to support
minimum business
requirements following an
interruption.
IT Service Continuity
Management Benefits
Management of risk
Improved relationship between
business and IT
01
02
Impact of failure reduced
03
04
Regulatory requirements compliance
05
Possible reduction in insurance
premiums
IT Service Continuity
Management Activities
Financial Management Goal
Provide cost-effective stewardship
of the IT assets and of the
financial resources used in
providing IT services
Fully account for IT spending
Attribute the IT costs to the
customers
Assist management decisions on IT
investment
Financial Management Overview
Financial Management
To monitor and provide insight into the costs of providing and
supporting IT services; and if necessary (depending on the
executive policy) recover the costs from customers in a fair
and equitable way.
Cost Center Accounting: costs are allocated to departments.
Activity Based Costing: costs are allocated to activities.
Financial Management for
IT Services
WHAT?
Budgeting
Accounting
Charging (optional)
WHY?
Increase confidence in IT budgets
Enhance accuracy of cost
information in support of IT
investments
Financial Management
for IT Services
Basically running IT like a business...
Budgeting
Accounting
Charging
Aim = Identify the true cost of delivering IT services to
meet the business needs
Goal = to provide effective stewardship of the IT assets
and resources used in providing the IT services”
Financial Management
w.r.t other processes
Identifying and monitoring costs
Reporting on costs
Implementing the charging policy
Reporting on the charging system
Service Level Management
(including IT Service Continuity)
Availability
Management
Problem
Management
(including
Service Desk)
incident control
problem control
Capacity
Management
Financial
Management
Configuration
Management
Change
Management
standard change
urgent change
change
Release
Management
Capacity Management
Supports the optimum and cost effective provision of IT
services by helping organizations to match their IT
resources to the business demands.
Capacity management database (CDB):
a collection of technical, business and organizational
data, in order to provide capacity forecasts and
plans.
Capacity Management Goal
Ensures that the capacity of
the IT Infrastructure matches
the evolving demands of the
business in the most costeffective and timely manner
Capacity Management Overview
IT Service Continuity
Management Benefits
Reduce risk of performance
problems
01
02
Eliminate panic buying
Service improvements through better
control
03
04
Less reactive support
05
Increase the confidence in IT in eyes
of customers
Capacity Management
w.r.t other processes
Workload Management
Demand Management
Modeling
Capacity Planning
Application Sizing
Performance Management
Resource Management
Service Level Management
(including IT Service Continuity)
Availability
Management
Problem
Management
(including
Service Desk)
incident control
problem control
Capacity
Management
Financial
Management
Configuration
Management
Change
Management
standard change
urgent change
change
Release
Management
Capacity Management Activities
Agenda
Introduction to
service management
Service management
processes of ITIL
Implementing service
management
Measuring the success of
implementation
Implementing Service
Management
Clear Service Strategy - Know where you are headed!
Executive & Senior Management support is essential
Line Management and Technician Buy-in
Knowing What you Want in Choosing Vendor Support
Focus on Process and Tools
Service Management Challenge calls for action; “business
as usual” not enough. Create Economies through
improved Efficiencies and Resource Utilization
ITIL Framework and the right tools can help you address
the challenges and seize the Service Management
opportunities
Implementation Approach
Q and A
ASK AWAY!