ITSM Overview


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IT service management (ITSM or IT services) is a discipline for managing information technology (IT) systems, philosophically centered on the customer\'s perspective of IT\'s contribution to the business. ITSM stands in deliberate contrast to technology-centered approaches to IT management and business interaction. The following represents a characteristic statement from the ITSM literature:

Providers of IT services can no longer afford to focus on technology and their internal organization[;] they now have to consider the quality of the services they provide and focus on the relationship with customers.ITSM is process-focused and in this sense has ties and common interests with process improvement movement (e.g., TQM, Six Sigma, business process management, CMMI) frameworks and methodologies. The discipline is not concerned with the details of how to use a particular vendor\'s product, or necessarily with the technical details of the systems under management. Instead, it focuses upon providing a framework to structure IT-related activities and the interactions of IT technical personnel with business customers and users.

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ITSM Overview

  1. 1. ITSM Overview Technical Management Consulting firm that helpcustomers solve complex challenges of managing the business of IT. Drive down costs Improve utilization Plan for the future PM Kinetics, LLC P. O. Box 1361 | Oldsmar, FL 34677 Phone: 678.528.7399 | Fax: 813.315.6603 Email: | Web:
  2. 2. The Objectives of ITSM Align IT services with the ever changing needs of the business Improve the quality of IT services Reduce the long-term cost of service provisionService Management is all about the delivery of customer-focused IT services using a process-oriented approach 2
  3. 3. ITIL OverviewAdditional Reference: ITIL Version 2, Office of Government Commerce (representing Her Majesty’s Stationary Office) © Crown Copyright. 3
  4. 4. ITIL Best Practices Objective and Key Performance Indicator Examples Service Support Service Support Objectives KPIs ExamplesIncident Management • Restore normal operations as quickly as Number of Incidents per time period possible with the least possible impact Number of Incidents per category on either the business or the user cost Number of Incidents per priority level effectively. Incident resolution performance against • The definition of how quickly is quickly service levels should not subject to interpretation. Number of closed Incidents per time • The timeframes for Incident resolution period should be defined in the Service Level Agreements (SLAs) that exist between the IT Department and the customer.Problem Management • Minimize the total impact of problems on Reduction in Incidents because the the organization. underlying causes are removed • Plays an important role in the detection The time that is needed to resolve and repair of problems to prevent their Problems reoccurrence. The other costs that are incurred associated with the resolution 4
  5. 5. ITIL Best Practices Objective and Key Performance Indicator Examples Service Support Service Support Objectives KPIs ExamplesChange Management • Assures that standardized methods and Number of Incidents recorded as a result procedures are in use for the efficient and of a change timely implementation of all changes, in Time taken to implement a change order to minimize the impact of change successfully related problems on the quality of the IT Number of Changes that required a roll- service delivery. back • Build an internal understanding of the Number of Urgent/Emergency changes "how and why" for the process (how = Change back-log standardized methods and procedures, Changes by business why = to minimize impact). unit/areas/departmentConfiguration • Provide IT Management with greater control Result of audits. Management over the IT Assets or Configuration Items Number of changes that due to wrong (CI’s) of the organization. Configuration information cause incidents • Provide accurate information to other ITIL or problems processes. The time a change takes from start to • Create and maintain a reliable Configuration finish Management Database (CMDB). Improvement in the time needed to resolve Incident and Problems that cannot be fixed immediately 5
  6. 6. ITIL Best Practices Objective and Key Performance Indicator Examples Service Support Service Support Objectives KPIs ExamplesRelease Management • Protects the live or production Releases built and implemented on environment. Protection comes in the schedule, and within budgeted resources form of formal procedures and extensive Number of releases that result in a back testing regarding proposed changes to out due to unacceptable errors software or hardware within the Number of Incidents caused by the production environment.. release Accurate and timely recording of all build, distribution and implementation activities within the CMDB 6
  7. 7. ITIL Best Practices Objective and Key Performance Indicator Examples Service Delivery Service Support Objectives KPIs ExamplesService Level • Manages the quality of IT service Are all services covered by SLAs? Management delivery according to a written Do the services within the SLAs have the agreement between the users and IT necessary Underpinning Contracts department called the Service Level (UCs)? Agreements (SLAs). Is there an improvement in the Service • Maintain and improve on service quality Levels? through a constant cycle of agreeing, Are the actual Service Levels measured? monitoring, reporting and improving the current levels of service. Is the business perception of the IT organization improving? • Strategically focused on the business and maintaining the alignment between the business and IT. 7
  8. 8. ITIL Best Practices Objective and Key Performance Indicator Examples Service Delivery Service Support Objectives KPIs ExamplesFinancial Management • Provide cost-effective stewardship of the Accurate cost–benefit analysis of the IT assets and resources used in services provided providing IT Services. Customers consider the charging • Account for the spend on IT Services methods reasonable and to attribute these costs to the The IT organization meets its financial services delivered to the organization’s targets Customers. The use of the services by the customer • Assist management decisions on IT changes investments by providing detailed Timely reporting to Service Level business cases for Changes to IT Management Services.Availability • Get a clear picture of business The total downtime per service Management requirements regarding IT Services Time it takes to recover from an incident availability and then optimize The availability of the services infrastructure capabilities to align with these needs. The improvement of the availability of the IT services September 2006 8
  9. 9. ITIL Best Practices Objective and Key Performance Indicator Examples Service Delivery Service Support Objectives KPIs ExamplesCapacity Management • Understand the business’s capacity If the forecast is in line with the actual requirements and deliver against them demand at that time? both in the present and the future. Are the requirements being met? Performance against SLAsIT Service Continuity • Support the overall Business Continuity The results of testing the planManagement or Management (BCM) process by Costs of the processDisaster Recovery ensuring that the required IT technicalManagement and services facilities can be recovered within required and agreed business time-scales.Security Management • Confidentiality - Ensuring that Are the actual Security Levels information is accessible only to those measured? authorized to have access. Is the perception of the IT organization • Integrity- Safeguarding the accuracy and improving? completeness of information and processing methods. • Availability– Ensuring that authorized users have access to information and associated assets when required. 9
  10. 10. Quick Assessment Key Code 1 Unsure of quality/consistency 2 We do not perform the function or service at all 3 Function is inconsistently performed 4 Function is performed consistently 5 Function is performed well and quality of acceptable 10