Presentation Purpose Fundamental understanding of : ITSM Information Technology Infrastructure Library Service Strategy Service Design Service Transition Service Operation Continual Service Improvement
Business & Information Technology Information has become a value in itself IT aids existing Businesses by increasing efficiency and effectiveness IT enables new types of Business
This Changing World Speed of Business increases Globalization and lower transaction costs redefine Business Business models are redefined
What is Information Technology IT Changes meaning with context: IT as an "Organization'' IT as a "Component'' IT as a Service'' IT as an "Asset''
IT’s All About Services Definition of a Service: "Services are a means of delivering value to customers by facilitating the outcomes customers want to achieve without the ownership of specific costs and risks.” “People want a quarter inch hole, not a quarter inch drill.” Professor T. Levitt, Harvard Business School
Business Service A IT as ‘Biz’ Process Enabler Business Process 1 Business Process 2 Business Process 3 Business Process 1 Business Process 2 Business Process 3 Business Process 1 Business Process 2 Business Process 3 IT Service X IT Service Y IT Assets & Resources
Company Customers External Service Provider Corporate Business Unit A Business Unit B Shared Services Unit Internal Service Provider A Internal Service Provider B
Business / IT Alignment Customers of IT require IT Services that continuously support their Business needs IT should be aware of rapid changes in Business Internal providers face possible outsourcing and must run their IT as a Business
Governance Corporate Governance is the ethical behavior of directors or others in the creation and preservation of wealth for all stakeholders. (IT Governance Institute) Corporate Governance IT Governance Financial Governance Other Governance IT Governance is an integral part of corporate governance that ensures the organization’s IT sustains and extends the organization’s strategies and objectives. (IT Governance Institute)
Adoption of Good Practice Business Requirements Dynamic Environment Sourcing Strategy Practice” “Good IT Service Provider
Service Management Practice Standards Industry Practice Research Training & Education Experience Employees Customers Suppliers Consultants Technologies Sources Enablers Substitutes Competition Regulators Compliance Drivers Scenarios Customers Commitments IT Service Management Practice Fit For Organization
IT Service Management Service Management Defined: “A set of specialized organizational capabilities for providing value to customers in the form of Services.” Another Definition: “IT Service Management is the effective and efficient process driven management of quality IT services.” A professional practice supported by knowledge, experience and skills, focusing on a service oriented approach.
IT Service Management Challenges Intangible nature of output . Difficult to measure, control, and validate. Demand tightly coupled with Customer assets. Little buffer between back-office and Customer. Service output and Service capacity perishable by nature.
Benefits of ITSM Improved quality service provisioning. Cost justifiable service quality. Services meeting business, customer and user demands. Integrated centralized processes. Roles and responsibilities are known. Learn from previous experience. Measurable return on investment.
ITIL Introduction ITIL – IT Infrastructure Library History: Emerged in 1980’s. ITIL v2 in 2001 ITIL v3 in 2007 ITIL is not proprietary Based on best practices in industry itSMF International User Group
Publications Complimentary Continual Improvement Design Service Service ITIL Operations Service Continual Improvement Core Libraries Strategy Continual Improvement Service Transition Web Support Services
ITSM Process Diagram Process Owner Control INPUT OUTPUT Business Process ENABLERS Process Manager
Process Definition “A set of coordinated activities combining and implementing resources and capabilities in order to produce an outcome, which, directly or indirectly, creates value for an external Customer or stakeholder.”
Processes are strategic assets when they create advantage or market differentiation.
Process Characteristics Process is Measurable Provides Specific Results Delivers to Customers Responds to Specific Events
ITSM Org Structure Function: A logical concept that refers to the people and automated measures that execute a defined process, an activity or a combination of processes or activities. Provides units of organization responsible for specific outcomes. Role: A set of connected behaviors or actions that are performed by a person, team or group in a specific context. Other Concepts: Groups Teams Departments Divisions
RACI Model Process Owner Incident Mgr Incident Manager 1st Line Support 2nd Line Support Process Design A R I I Staff Training A R I I Incident Identification A R I Incident Logging A R I Incident Classification A R I Incident Investigation & Diagnosis A R C/I
Service Lifecycle Approach Continual Service Improvement Service Strategy Continual Improvement Service
Focus On Service Lifecycle Service Lifecycle fundamental to ITIL refresh. Previously focused on delivery & support. Now aligns with business strategy.
Service Lifecycle Stages Service Strategy Service Design Service Transition Service Operation Continual Service Improvement Service Lifecycle Policy/Guidelines Feedback & Improvements
Continual Service Improvement Continual Service Improvement Continual Service Improvement Value Creation Phase Effort Phase Effort Phase Effort 2 d 1 Service Strategy Service Operation VALUE Service Design Service Operation Service Transition Service Operation c Service Transition Service Strategy a Service Transition Service Design Time Period 1 Service Design Service Strategy b Time Period 3 Time Period 2
ITIL-3 Processes & Functions IT Operations Management (FUNCTION) Supplier Management Knowledge Management Application Management (FUNCTION) Service Catalog Management Evaluation Validation & Testing InfoSecManagement Technical Management (FUNCTION) Strategy Generation Transition Planning & Support Continuity Management Request Fulfillment Demand Management Release & Deployment Management Event Management Capacity Management Access Management Service Portfolio Management Availability Management Problem Management Asset & Config Management Incident Management Financial Management Service Level Management Service Desk (FUNCTION) Change Management Service Strategy Service Design Service Transition Service Operation Continuous Improvement 7-Step Improvement Process, Deming Cycle, CSI Model… Service Reporting Service Measurement
LEVEL SERVICE LIFECYCLE PHASE Strategic Decision Levels Service Strategy Tactical Service Design Continuous Improvement Service Transition Operational Service Operation
ITIL Certifications No Exam ITIL MASTER 22 ITIL EXPERT Managing Through The Lifecycle 5 Lifecycle Stream Capability Stream 15 16 ITIL Foundations in IT Service Management 2
ITIL Introduction Review Summary Service Management as a Practice Business and IT Definition of Service Definition of Service Management The IT Organization Process Model Characteristics of Processes
Thank You This is the end of Chapter 1. In the actual training presentation, there are: Over 200 slides. 5 to 15 minutes worth of talking points per slide. Animated sequences to present and clarify concepts. Mark Brunner - 2009