Koncepter og definitioner 1/2
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Utility og Warranty
Service Portfolio
Service Catalogue
Business Case
Risk
Service Model
Service Provider
Supplier
Service Level Agreement
Operational Level Agreement
Contract
Service Design Package
Availability
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• Service Knowledge
Management System (SKMS)
• Configuration Item (CI)
• Configuration Management
System
• Definitive Media Library
(DML)
• Change og RFC
• Change types (Normal,
Standard og Emergency)
• Release Unit
• Seven R’s of Change
Management
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Koncepter og definitioner 2/2
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Event (Hændelse … styring af infrastrukturen)
Alert
Incident
Impact, Urgency and Priority
Service Request
Problem
Workaround
Known Error
Known Error Data Base (KEDB)
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Key Principles and Models (1/2)
Service Strategy
• Service Assets er
basis for Value
Creation
• Value Creation
through Services
Service Design
• People, Processes, Products og
Partners
• 5 Service Design hoved aspekter:
– Identification of Business Requirements, definition of
Service requirements and design of Services
– Service Portfolio Design
– Technology and architectural design
– Process design
– Measurement design
• Sourcing approaches (7):
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– Insourcing
– Outsourcing
– Co-sourcing
– Partnership or multi-sourcing
– Business Process Outsourcing
– Application Service Provision
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– Knowledge Process Outsourcing
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Key Principles and Models (2/2)
Service Transition
• V model
Service Operation
• IT Services versus
Technology components
• Stability versus
Responsiveness
• Quality of Service versus
Cost of Service
• Reactive versus Proactive
13-04-2015
Continual Service
Improvement
• Plan, Do, Check and Act
(PDCA) Model
• Continual Service
Improvement Model
• Role of measurement for
Continual Service
Improvement:
– Baselines
– Business value (validate, direct,
justify, intrevene)
– Types of metrics (technology
metrics, process metrics, service
metrics)
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Service strategy process
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Definere markedet (Define the market)
Udvikle servicetilbud (Develop the offerings)
Udvikle (Develop) strategic assets
Forberede eksekvering (Prepare for execution)
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Demand Management
Grundlæggende begreber:
• Patterns of business activity (PBA)
• User profile
Udfordringer
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Financial Management
• Objectives: Operational visibility, insight and
superior decision making
• Grundlæggende begreber:
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Service Valuation
Demand modelling
Service Portfolio Management
Service provisioning optimization
Planning confidence
Service investment analysis
Accounting
Compliance
Variable Cost Dynamics
•13-04-2015
Roles
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Service Level Management
(Service design)
• Explain the high level objectives, scope,
Grundlæggende begreber,
• process activities,
• key metrics (KPI’s), roles and challenges
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Service Catalogue Management
• objectives, Grundlæggende begreber and
roles
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Availability Management
• objectives, Grundlæggende begreber and
roles
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Information Security
Management
• objectives, Grundlæggende begreber and
roles
13-04-2015
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Supplier Management
• objectives, Grundlæggende begreber and
roles
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Capacity Management
• objectives, Grundlæggende begreber and
roles
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IT Service Continuity
Management
• objectives, Grundlæggende begreber and
roles
13-04-2015
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Change Management
(Service Transition)
• Def.: “Service change”: The addition, modification
or removal of authorised, planned or supported
service or service components and its associated
documentation .
• Goal: Respond to the customers changing business
requirements whilst maximising value and
reducing incidents, disruption and re-work
• Change types: Standard, Normal, Emergency
• Activities: Record, Review, Assess,
Authorize, Plan updates, Co-ordinate impl.,
Review
13-04-2015
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• CAB
Service Asset and
Configuration Management
• Objectives
• Configuration
management system
(CMS)
• CMDB
Roles:
• Service asset manager
• Configuration manager
• Configuration analyst
• Configuration
– CI
administrator / librarian
• DML
• CMS/Tools administrator
• Definitive spares
• Configuration Control
• Configuration baseline Board
•13-04-2015
Snapshot
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Release and Deployment
Management
• objectives
• Release unit
• Options:
– ‘Big bang’ – phased
– Push – Pull
– Automation – Manual
• Roles:
– Release and deployment manger
– Release packaging and build manger
– (Deployment staff)
13-04-2015
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Incident Management (1/2)
(Service operation)
Mål:At genetablere normalt serivce niveau så hurtigt som
muligt
Scope: Alle Incidents
Grundlæggende begreber:
• Rapporteret af: Brugere via SD, Event mgt. og IT
Teknikere.
• Tids frister
• Incident models
• Major incidents
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Incident Management (2/2)
• Process: I. Identification, I logging, I
categorization, I prioritation, Initial
diagnosis, I escalation, Investigation and
diagnosis, Resolution and Recovery, I
closure
• Målinger
• Roller: Incident manger, First line (SD),
Second- Third line.
• Udfordringer
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Event Management
Mål: Detekter events, fortolk dem og foretage
den rigtige handling
Event types:
• Information (normal drift)
• Warning (Unusual but not exception)
• Exception
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Request Fulfilment
Objectives: … users to request and
receive standard services …
Grundlæggende begreber: Ejerskab: SD,
Request models
Roles: SD staff, ….
13-04-2015
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Problem Management
Mål: Prevent problems and resulting
incidents from happening, to eliminate
recurring incidents and to minimize the
impact og incidents that cannot be
prvented.
Grundlæggende begreber: Known error record
(KEDB), (Problem models)
Roles: Problem manager (+ Problem
solving groups)
13-04-2015
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Access Management
Objectives: AM provides the right for users to be
able to use a service or group of services.
Grundlæggende begreber:
• Access
• Identity
• Rights
• Services or service groups
• Directory service
Roles: SD, Technical and Application
management, IT Operations management
13-04-2015
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The 7 step improvement process (CSI)
objectives, Grundlæggende begreber,
Process activities:
(0: Identify: Vision, Strategy, Technical and op Goals)
1: Define What You Should Measure
2: Define What You Can Measure
3: Gather the data
4: Process the Data
5: Analyse the Data
6: Present and Use the Information
7: Implement Corrective Action
Roles: Service manager, CSI manager, (Service owner,
Process owner)
Metrics: Andre processer bidrager! (SLM, Avail., Cap., Incident,
Security,
Financial – Problem
– Change + SLM)
13-04-2015
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Funktioner
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Service Desk
Technical Management
Application Management
IT Operations Management (IT
Operations Control og Facilities
Management)
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Roller
• Process ejer
• Service ejer
• RACI
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Teknologi and Arkitektur
Design: HW, SW, Env., Process og Data
Transition:
• Knowledge management tools
• Collaboration (incl. Workflow management)
• Configuration management system (incl. CMDB)
Operation: Self-Help, Workflow (Process),
Integrated CMS, Discovery/deployment/licensing,
Remote control, Diagnostic utilities, Reporting,
Dashboards, (Integration with Business Service
Management)
13-04-2015
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Eksamen (1/2)
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På Dansk
Husk billedlegitimation
1 time
40 spørgsmål med fire svarmuligheder – 26 rigtige
til at bestå (det trækker IKKE ned at svare forkert
-> svar på ALLE)
• Læs spørgsmålet – understreg
• Vend tilbage til spørgsmål du var i tvivl om (og
kun dem)
•13-04-2015
Husk forretningsfokus
og Cost/Benefit
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Eksamen (2/2)
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Tid markeres 15, 5 minutter før slut
Det er ikke tilladt at gå de sidste 15 min
Uden hjælpemidler
Lokalet må ikke forlades
Husk helt at slukke mobilen
Medbring kuglepen/drikke/spise
Marker svaret tydeligt (streg evt. ud)
13-04-2015
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