Week Three ISO 2000/ITIL Service Delivery Business processes
ITIL Service Management ITIL Service Management is primarily known as the process and service-focused approach of what was initially known as IT Management. Processes should always have a defined objective. The objective of ITIL Service Management processes is to contribute to the quality of the IT services.
Quality management and process control form part of the organization and its policies ITIL (the best known approach to IT Service Management) does not dictate how an organization should be structured. ITIL cleverly describes the relationships between the activities in processes, which are relevant to any organization.
ITIL also provides a framework that allows experiences to be shared in different organizations due to the fact that it provides us with a common language.
Processes define the working procedures, competencies and responsibilities that guarantee to the customer when delivering the technical support, expert support or management and outsourcing. These processes follow the practical experience, as well as the international recommendations such as the ITIL methodology.
Definition Control including recording, classification, co-ordination, matching and resolution IT Service Management
Definition of a problem and identification of problems and prevention of further incidents
ITIL Service Support Processes
Defining a configuration item and the configuration management database impact of Configuration Management on other IT processes.
Definition of a change and request for change description of change control
Scope and concepts definition of definitive software library and definitive hardware store description of planning, testing and implementing.
When arranging activities into processes, a process structure, we can often show that certain activities in the organization are uncoordinated, duplicated, neglected, or unnecessary.
Input = Output
the objective of each process and its relationships with other processes.
A process is a series of activities carried out to convert an input into an output .
Process owner is responsible for the process results.
Process manager is responsible for the structure of the process, and reports to the process owner.
Process operatives are responsible for defined activities, and report to the process manager.
The activities results in clear points where the quality of processes can be monitored.
control of the process can then be left to the process manager.
The process owner will assess the results based on a report of performance indicators and whether they meet the agreed standard.
Procedures and work instructions
A procedure is a description of related activities, and by whom they are carried out.. A procedure defines who does what, and varies depending on the organization.
Defines how one or more activities in a procedure should be carried out.
Service Delivery Processes
Service Level Management: Definition of a service catalog; identifying, negotiating, monitoring and reviewing service level agreements).
IT Services reviews of budgeting , charging, IT accounting and analysis of costs and charging policies.
Review of reliability, availability, resilience, maintainability and serviceability, calculating availability, review of planning, monitoring and reporting.
Review of application sizing, workload, performance, demand and resource management and their inputs to modeling, definition of the capacity management database and contents of the capacity plan.
Re-view of business continuity, risk analysis and risk management, defining assets, threats, vulnerabilities and countermeasures (protection and recovery), development, testing and maintenance of the IT Service Continuity Plan, IT recovery options and management roles.
Service Desk is the central point of contact where incidents or inaccuracies in IT systems can be reported. The Service Desk is the face of the IT department to the clients. Furthermore, the Service Desk is an important source of management information.
The Service Desk is not regarded as a process within IT but as a function.
Function The action for which a person or thing is particularly fitted or employed.
Assigned duty or activity. A specific occupation or role
Quality Improvement Tool
Flow charts used specifically for a process.
A flow chart is defined as a pictorial representation describing a process being studied or even used to plan stages of a project. Flow charts tend to provide people with a common language or reference point when dealing with a project or process.
Four particular types of flow charts have proven useful when dealing with a process analysis: top-down flow chart, detailed flow chart, work flow diagrams, and a deployment chart.
flow chart symbols
ANSI standard symbols
In order to analyze the second condition for a flow process chart, one should use the ANSI standard symbols. The ANSI standard symbols used most often include the following:
Tip for a flow chart.
Define the boundaries of the process clearly.
Use the simplest symbols possible.
Make sure every feedback loop has an escape.
There is usually only one output arrow out of a process box. Otherwise, it may require a decision diamond.
Tip for a flow chart.
Analyze flow chart of actual process.
Analyze flow chart of best process.
Compare both charts, looking for areas where they are different. Most of the time, the stages where differences occur is considered to be the problem area or process.
Take appropriate in-house steps to correct the differences between the two separate flows.