Welcome to
HDI Atlanta
Brian Johnson
CA Technologies
All you wanted to know about IT
services but were afraid to ask
Brian Johnson
(cartoons by Paul Wilkinson and Brian Johnson)
February 19, 2015
© 2014 CA. All rights reserved.
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© 2014 CA. All rights reserved. CA confidential and proprietary information; for internal use only.
No unauthorized use, copying or distribution.
Analyzing Service
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© 2014 CA. All rights reserved. CA confidential and proprietary information; for internal use only.
No unauthorized use, copying or distribution.
ITIL® is a Registered Trade Mark, and a Registered
Community Trade Mark of Axelos
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© 2014 CA. All rights reserved. CA confidential and proprietary information; for internal use only.
No unauthorized use, copying or distribution.
What is a Service?

A service comprises many things

From what perspective is the service designed?

Business?

Business of IT??

IT??

Who owns it?

Who pays for it?

What is its purpose?
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© 2014 CA. All rights reserved. CA confidential and proprietary information; for internal use only.
No unauthorized use, copying or distribution.
Business and IT Services
Business
IT services

Warehousing

On boarding

Insurance

Password resetting

State Benefits

Test environments

Licenses

Provisioning

Travel

Phones/Blackberries

Education

Break fix

Transport

Email

Logistics

Incident mgt
No absolute definition, consequent misunderstandings
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© 2014 CA. All rights reserved. CA confidential and proprietary information; for internal use only.
No unauthorized use, copying or distribution.
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© 2014 CA. All rights reserved. CA confidential and proprietary information; for internal use only.
No unauthorized use, copying or distribution.
Wendy Tegart; AHS Canada (thanks Wendy!)
IT Service Management Team
Team of 23 staff cross the Province aligned to the ITIL Service Lifecycle:
• Service Design
• Service Transition
• Service Operations
Service Management
Service Design
Service Level
Management
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Service Transition
Change Management
Service Operations
Incident Management
/Request Fulfillment
Service Catalog
Management
Configuration
Management
Knowledge
Management
Service Portfolio
Management
Release Management
Problem Management
© 2014 CA. All rights reserved. CA confidential and proprietary information; for internal use only.
No unauthorized use, copying or distribution.
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© 2014 CA. All rights reserved. CA confidential and proprietary information; for internal use only.
No unauthorized use, copying or distribution.
Relevance of design in the Service Lifecycle
Service design covers the entire lifecycle from early concept to
retirement
Majid
Iqbal…..
Design is critical for
ensuring services are able to
contain, carry and deliver
the particular value
expected by customers.
Design is heaviest in the
early part of the Service
Lifecycle but is also relevant
in subsequent phases.
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© 2014 CA. All rights reserved. CA confidential and proprietary information; for internal use only.
No unauthorized use, copying or distribution.
MAJID!!!!!!!!!!!!!!!
Design is a business discipline;
not merely technical
ProductIons
The primary concern of a CEO is crafting a business model and a strategy to
dependably perform well in a given business environment. Business models are
well-defined configurations of business assets with business potential
projected through a catalog of solutions, services or offerings.
© 2010 Majid Iqbal. Metaphor Systems
Design is about systematic application of
constraints
Financial
objectives
Majid
again….
Warranty
(fit for use)
Values
and ethics
Commitments
Solution space with
feasible designs
Intellectual
property
licenses
Utility
(fit for purpose)
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Resource
constraints
Other
constraints
Capability
constraints
Standards and
regulations
A service design package should
clearly state design constraints from
all relevant control perspectives
© 2014 CA. All rights reserved. CA confidential and proprietary information; for internal use only.
No unauthorized use, copying or distribution.
ITSDT (IT service design team) in the context of the ‘application economy’
Customers
Infrastructure
planning
Business
strategy
IS Strategy
Applications
Development
IT Strategy
Programme
Management
Database
Activities
ITSDT
Testing
Operations
Project office
Projects
Projects
Projects
Projects
Projects
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Technical
support
Service
planning
© 2014 CA. All rights reserved. CA confidential and proprietary information; for internal use only.
No unauthorized use, copying or distribution.
….we want to know if
the Vendors will agree
to restrict ITIL ********
emissions…
Kyoto agreement
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© 2014 CA. All rights reserved. CA confidential and proprietary information; for internal use only.
No unauthorized use, copying or distribution.
The
general
view
of
Programming
Application management
TheASL
ITBusiness
specialist
view:
The
Programmers
view:
view:
The
user
view:
Programming
today isdedicated
a race
Highly
professional,
Debugging
is service
the process
of
between
Software
engineers
customer
and
minded
Removing
bugs
striving
to
produce
bigger
and
teams
of
people
foccussed
on spell cast
A
Program
is
a
magic
Better idiot
proof programs
and
ensuring
applications
are
over
your
computer
that turns
Programming
is
the
process
the
universe
trying
to
produce
continually aligned to
of Putting
them in…
Bigger
and
better
idiots……
realising
strategic
business
your
INPUT
messages into
aims.
ERROR
messages………
So
far the Universe
is winning.
Quality is in the eye of the beholder
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© 2014 CA. All rights reserved. CA confidential and proprietary information; for internal use only.
No unauthorized use, copying or distribution.
death
Application life-cycle
Customer
organisation
strategy
ICT
development
strategy
ICT
Portfolio
management
Life Cycle
Management
Customer
environmental
strategy
2 yearget
8% into
still live
in use…
25%%get
use, after
What
of into
new live
application
projects
use?
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© 2014 CA. All rights reserved. CA confidential and proprietary information; for internal use only.
No unauthorized use, copying or distribution.
Worst practices - tactical?
……Sorry
commander
I don’t
care
Who
youwe’re
are
……Sorry
commander.
…through
notItresponsible
for
that
Commander….You’ll
still
is 17:00 we
don’t
Middlehave
application….
tothat
submit
a
support
application
Management…
Request
For Change
out
of office
hours…
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CA. All rights reserved. CA confidential and proprietary information; for internal use only.
We still© 2014
haven’t
mastered
of processes and procedures
No unauthorized use,the
copying oruse
distribution.
Worst practices - procedures?
Entry card to the US.
This procedure
Should get
An AWARD
Most useless
or irritating
Procedure
in the
company

Have you, or are you involved in
or sabotage or genocide?
Here are the new
procedures we’ve
produced for you
yesladies &no
espionage gentlemen
Have you ever been, or are you a
trafficker of controlled substances




IMPORTANT: If you answered “yes” to any of the above,
please contact the American embassy BEFORE you travel
to the U.S.
….how many people do you think have answered yes?
Procedure
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A procedure must serve a purpose and be seen as
useful by those involved in it.
© 2014 CA. All rights reserved. CA confidential and proprietary information; for internal use only.
No unauthorized use, copying or distribution.
Who is using the service?
 The Business
 The IT Business
 Technologists
 Service does not mean the same to everyone!
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© 2014 CA. All rights reserved. CA confidential and proprietary information; for internal use only.
No unauthorized use, copying or distribution.
The use of the service is key
 People are different, what suits one group of people might not suit
another
 Organisations use applications to perform work
 Business organisations do not request servers
 Business organisations do not care about IT
 They might not even understand what IT is doing ‘behind the
scenes’
 IT needs to think like its customers
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© 2014 CA. All rights reserved. CA confidential and proprietary information; for internal use only.
No unauthorized use, copying or distribution.
People like this…
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© 2014 CA. All rights reserved. CA confidential and proprietary information; for internal use only.
No unauthorized use, copying or distribution.
Or people like this?
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© 2014 CA. All rights reserved. CA confidential and proprietary information; for internal use only.
No unauthorized use, copying or distribution.
Portfolio and Catalogue
ProductIons
Outageinprintingdeviceorfacilty
Dailyback-upofe-mailandprojectfolders
Acidentaldeletionordisposal
Increaseinfirm-widecolaboration
Different uses!
PicturesinJPG,TIFF,PNGandEPSfileformats
Outageinscanningdeviceorfacilty
Verifyidenties
Financialrecordsandstatements
Stafcheckpoints
Reductioninfootprintoflocalfiestorage
Decreaseinnumberofregulatory
complaints
Regulatoryfilngsandrecordsforetention
And guess what, Majid again……
© 2011 design#code LLC
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The ITIL recommendations

A SLA should describe what services are being supported and how they are being supported

A SLA is not the IT view of service, it is in place to support what is wanted by the business

Services must be defined in business terms

A SLA is not a contract

A Portfolio as defined by a business is not the same as a Services Portfolio from an ITIL perspective

A catalogue provides goods, not services, to the Business

Make sure you know who is responsible for negotiation AND agreement of all instruments….
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© 2014 CA. All rights reserved. CA confidential and proprietary information; for internal use only.
No unauthorized use, copying or distribution.
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© 2014 CA. All rights reserved. CA confidential and proprietary information; for internal use only.
No unauthorized use, copying or distribution.