Key Terms and Concepts
ITIL v3 Foundations
 This set of presentations explains the terms, methods,

processes, functions and scope of the Servic...
Complementary Guidance and
Frameworks to ITIL
 COBIT
 ISO/IEC 20000
 ISO/IEC 15504

All you really need to
understand i...
Service Management
Lifecycle Phases
 Service Strategy
 Service Design
 Service Transition
 Service Operation

 Contin...
Lifecycle Terms of Interest
 Service Management
 IT Service








Management
Service
Resource
Capability
Service ...
Capabilities and Resources
Capabilities
Management

Resources
Financial Capital

Organization

Infrastructure
Processes
Ap...
Capabilities and Resources
 Service Management – Organizations use Capabilities

and Resources to create value in the for...
Value Creation
Value has 3 parts

Business
Outcomes

Perceptions

Value

Preference
Value Creation
 Reference Value is the starting point of Value

Perception
 The more intangible the Reference Value the ...
ITIL Benefits to the Customer
 Focus on Business Needs


Value creation is base on customers perceptions of value

 Ali...
RACI and Organizational Structure
Under ITIL
RACI Model
 Responsible
 What needs to be done and by whom

 Accountable
...
The Role of Automation
 Automation is an ITIL imperative
 Automate where advantageous for any reason, in any
place, at a...
Governance
 IT Governance is the responsibility of the Business Not IT



Board of Directors
Executive Management

 Go...
Risk Management
 Identify the Risk
 Name the Risk
 Ascertain the consequences
 Analyze the Risk
 Quantify the impact
...
Summary
 Lifecycle






Service Strategy
Plan
Service Design
Service Transition
Do
Service Operation
Check
Continua...
Summary
 Automate Everything possible
 Governance vs. Management
 Risk Management model


Which is essentially hand li...
Concepts and Processes
Process Model –
Triggering
Event

General Process Design

Process Control Owner, Documentation, Policy, Objective,
Feedbac...
Process Model
 All Processes have four key Characteristics
1. They are Measureable
2. They Deliver specific Results
3. Th...
Process Components
 Process Control
 Process Design
 Process Management
 Change Control
 Process
 Collection of acti...
Process Key Characteristics
1.

Process Measurement


2.

Costs, Performance, Quality provided

Specific results


Deliv...
Four P’s of Design….
…Ensure the 3 E’s of Quality
Management
Effectiveness
Efficiency
Economy
Summary
ITIL Processes have a standard,
common design
 They have documented Triggers,
Inputs and Outputs
They have 3 Co...
Summary
The 4 P’s of Design
 People, Processes, Products and
Partners
Concepts and Processes
Let’s Start at the Top of the Pyramid
ITIL Processes by Phase
Service
Strategy

• Service Portfolio Management
• Financial Mgt for IT services
• Demand Mgt (Not...
Service Strategy
 Information Service and Technology Management

(ISTM) Starting Point
 Aligns IT strategies to Business...
Service Strategy Key Concepts
 Service Strategy –
Revolves around the needs of the customer
2. Seeks to understand the ne...
Service Strategy Terms of Interest
 Warranty
 Usability of a Service or Application


Is it user Friendly ?

 Utility
...
Utility and Warranty Create Value
Performance Correct
Constraints Removed

Utility
OR

T/F
Fit for Purpose
Value

AND

Ava...
Terms of Interest
 Types of Service Providers
1.

Type I – Internal Service Provider

Embedded in the businesses units t...
The Service Strategy Processes
 There are 5:
1.
2.

3.
4.
5.

Strategy Management for IT Service (Not covered)
Financial ...
Financial Management for IT
Services
 Just know these things:
 Its Purpose (in the glossary)
 It Consists of there main...
Service Justification
 Business Case:

Justification for a significant item of expenditure. The
business case includes in...
Service Portfolio Management
 The Service Providers Collection of available services
 Services defined in terms of busin...
Service Portfolio Management
 Scope Statement

The scope of Service Portfolio Management is all services
a service provid...
Service Portfolio Management
 Methods – There are 4

Define – Inventory Services, build Business Cases
2. Analyze – Maxim...
Service Portfolio Management











Key Attributes of Charter Services
Described in detail
SLR and SLA are def...
Business Relationship
Management
 The process responsible for maintaining a positive
 relationship with customers. Busin...
Business Relationship
Management
Scope Statement
 The BRM Process Focuses on understanding:
 Business outcomes
 Service...
Summary
 Service Strategy is the beginning of ITIL Process

implementation
 Service Strategy revolves around creation of...
Concepts and Processes
ITIL Processes by Phase
Service
Strategy

• Service Portfolio Management
• Financial Mgt for IT services
• Demand Mgt (Not...
Service Design Purpose
Service design includes the design of the services,
governing practices, processes and policies req...
Service Design Objectives
 Reduce TCO
 Improve quality and consistency of service
 Improve service performance, IT cohe...
Service Design Key Concepts
 Service Design –
1. Requires a holistic approach to both business and IT
infrastructure.
2. ...
Service Delivery Terms of Interest



Service Provider
Customer vs. User vs. Stakeholder
Service Level Agreement
Operatio...
Service Delivery Terms of Interest





Notes (you need to understand)
An SLA is an agreement of service targets with ...
Five Aspects of Service Design
1.
2.
3.
4.
5.

Design of Service Solutions
Design of Service Management Systems
Design of ...
Service Design Processes
 Design Coordination
 Service Level Mgt (SLA)
 Capability Mgt

 Supplier Mgt

Service Catalog...
Design Coordination
Design Coordinator:

1.
1.

A Powerful position because it controls both governance
and design. Usuall...
Service Catalog Management
Dependent on Service Portfolio
2. Details all live and approved for live services
3. Two versio...
Service Level Management
1.
2.
3.

4.
5.
6.

Design SLA framework
Gather and document SLR
Monitor Performance against SLA
...
Availability Management
1.
2.
3.

4.
5.
6.

Produce Availability Plan
Provide Guidance on Availability Issues
Ensure Avail...
Availability Management
Key Concepts
1.
Service Availability
2.
Reliability
- A term used for Internal partners
3.
Maintai...
Capacity Management
1.
2.
3.
4.

Business Capacity Management
Service Capacity Management
Component Capacity Management
Ca...
IT Service Continuity Management
Objectives
1.
2.
3.
4.
5.
6.
7.
8.

IT Service Plans
Business Impact Analysis (BIA)
Manag...
Four typical options
1.
2.
3.
4.

Gradual Recovery (Cold standby)
Intermediate Recovery (Warm Standby)
Fast Recovery (Hot ...
Information Security Management
1.
2.
3.
4.
5.
6.
7.

IT Information Security Policy (ISP)
Ensure Security Requirements
Do...
Information Security Key Policy
1.
2.
3.
4.
5.

Passwords (Access Management)
Email
Virus Control
Encryption
Remote Access...
Supplier Management
1.
2.
3.
4.
5.

6.

Supplier Policy
Obtain Value from Suppliers
Ensure Supplier Contracts are Business...
Summary
 Design Services
Design Coordination
Service Level Mgt (SLA)
Capability Mgt
Supplier Mgt

Service Catalog Mgt
Ava...
Summary
 There are Specific Terms for Internal

and External Resources/Capabilities.
 Availability and Contingency have
...
Concepts and Processes
ITIL Processes by Phase
Service
Strategy

• Service Portfolio Management
• Financial Mgt for IT services
• Demand Mgt (Not...
Service Transition Purpose
The purpose of service transition stage of he lifecycle is o
ensure that new, modified or retir...
Service Transition Objectives
 Plan and mange service changes efficiently and effectively.
 Manage risks relating to new...
Service Transition Key Concepts
 Service Transition –
1. Quality Service Transition significantly improves a service
prov...
Service Transition Terms of Interest
Service Knowledge Management System
Configuration Item
Configuration Management Syste...
Service Delivery Terms of Interest
Notes
you need to understand
 Configuration Item (CI) is an IT component in the
Config...
Service Transition Processes
 Three Processes support the complete, ongoing lifecycle
1. Change Management
2. Asset Manag...
Change Management Roles and
Resources
 Request For Change (RFC)
 Change Proposals
 Change Advisory Board (CAB)

 Emerg...
Change Mgt Roles and Resources
 Request For Change (RFC)



The Trigger event for change control
Categorized as Normal,...
Change Mgt Roles and Resources
 Emergency Change Advisory Board (ECAB)


A specifically defined group responsible for as...
Normal Change Flow

Trigger*

*Changes are
trigger by a
Request of
Change
Change Types








Normal Change
 Considered any change NOT an Emergency change or Standard
Change. (“Normal” has n...
Change Management 7 Rs
1.
2.
3.
4.
5.
6.
7.

Who Raised the change ?
What is the Reason for the change ?
What is the Requi...
Service Asset and Configuration
 Service Asset Management
 Focused on Service Assets during the Service Lifecycle



E...
Knowledge Management
 Purpose:
 The purpose of the knowledge management process is to share
perspectives, ideas, experie...
Knowledge Management (DIKW)

Knowledge increases with understanding and contextual analysis. The
gathering of data leads t...
Release and Deployment
Management
Purpose:
The purpose of the release and deployment management process
is to plan, schedu...
Release and Deployment
Management
Four Phases of Release and Deployment
1.
2.
3.

4.

Release and Deployment Planning
Rele...
Release and Deployment
Management

Purpose:
1.
Deliver change faster, at lower cost, with reduced risk
2.
Assure the chang...
Release and Deployment
Management
Objectives
 Define and agree release and deployment plans
 Create and test release pac...
Transition Planning and Support
Purpose:
The purpose of transition planning and support is to provide overall
planning for...
Transition Planning and Support
Objectives:
 Plan and coordinate the resources to support transition.
 Coordinate activi...
Transition Planning and Support
Four Phases of Release and Deployment
1.
2.
3.

4.

Release and Deployment Planning
Releas...
Transition Planning and Support
Scope:
 Guiding changes thought the transition processes
 Coordinates several transition...
Capacity Management
1.
2.
3.
4.

Business Capacity Management
Service Capacity Management
Component Capacity Management
Ca...
Service Validation and Testing
Purpose:
Service :



What is the intended effects of the change ?
Did the Change success...
Summary
 Transition Coordination

Mgt
 Service Level Mgt (SLA)
 Capability Mgt
 Supplier Mgt

Service Catalog
Availabi...
Summary
 Changes are initiated from two sources
 RFC’s which are the trigger of the change process
 Change Proposals wh...
Concepts and Processes
ITIL Processes by Phase
Service
Strategy

• Service Portfolio Management
• Financial Mgt for IT services
• Demand Mgt (Not...
Service Operation
 Manage the Day to Day IT Activities
 Operations – Things you do everyday to deliver a service
 Provi...
Service Operation Purpose
The purpose of service Operation stage of he lifecycle to carry
out the activities and processes...
Service Operation Objectives
 Maintain business satisfaction and confidence in IT

through effective and efficient delive...
Service Operation Key Concepts
 Operational Services are expected to work at agreed

levels and agreed costs.
 Reduce un...
Service Operation Key Concepts
 Provide standard services that business staff can use to

increase productivity
 Provide...
Service Operation Terms of Interest
 Incident – Unplanned Interruption in the Quality of

Service –OR- the failure of a C...
Service Operation Terms of Interest
 Known Error – A problem that has a documented root

cause and a workaround
 Known E...
Service Operation Processes
 Incident Management
 Problem Management
 Request Management

 Event Management
 Access M...
Service Operation Processes
Incident Management
 Scope of Incident Management - any event which

disrupts, or could disru...
Service Operation Processes
Incident Management
 Standard Model
 A set of procedures used to guide the management of
com...
Incident Management
Incident Management Interfaces
 Service Level Management – Service Design
 Information Security Mana...
Problem Management
 Service Level Management – Service Design
 Information Security Management – Service Design
 Capaci...
Problem Management
 Purpose:
Manage the lifecycle of problems:





Identification
Investigation
Documentation
Remova...
Problem Management
 Scope:









Diagnose Root Causes of incidents
Determine Resolution
Ensure Resolution Implem...
Problem Management
 Reactive Activities
 Concerned with solving problems in response to one or
more incidents

 Proacti...
Event Management
 Event Management is considered preventative in nature –



Management of events through their lifecyc...
Event Management
 Events have three classifications
1) Informational


2)

Warnings


3)

Notifications of activities o...
Request Fulfillment
 Purpose:
Mange the lifecycle of all service requests from the users.



Objective:
 Maintain user ...
Request Fulfillment
 Handles non-incident requests
 Service Requests
 RFC (Standard Changes)

 Creates and Maintains :...
Access Management
 Manage Access Rights
 Verification of Legitimacy of Requests
 Monitoring of Identity Status
 Loggin...
Service Operations
Functions
 Remember:

A function is a team or group of people and tools and
resources that carry out p...
Service Operations Functions
Service Desk
 Service Desk
 Single Point of Contact for the User Community
 Manages Incide...
Service Operations Functions
Service Desk
 Service Desk Organizational Structure
Can be organized any one of several ways...
Service Operations Functions
Service Desk
Local Service Desk –
Located physically close the user community it serves
This ...
Service Operations Functions
Service Desk
 Virtual Service Desk
 Typically used by Global organizations


Service desks...
Service Operations Functions
Service Desk
Service Desk Metrics
Continuous Improvement requires quality
measurement
 First...
Service Operations Functions
Technical Management
Objectives:
 To plan, implement and maintain a stable technical

infras...
Service Operations Functions
Application Management
Dual Role:


Keeps technical knowledge and expertise related to
manag...
Service Operations Functions
Application Management
 Plays a role in all applications, whether purchased or

developed in...
Summary
 Operations Management is responsible for day-t0-day

activates for IT services
 Consists of 5 processes
 Incid...
Summary
 Types of Events
Informational
2) Warnings
3) Exceptions
1)

 Responsible for Security an Request fulfillment
 ...
Concepts and Processes
ITIL Processes by Phase
Service
Strategy

• Service Portfolio Management
• Financial Mgt for IT services
• Demand Mgt (Not...
CSI
 Purpose

Maintain the alignment of IT services to changing business needs.
Objectives
 Review, analyze and recommen...
Continual Service Improvement
 Continual Re-alignment of IT to meet business

requirements
 Improve Services
 Assist/Gu...
Continual Service Improvement
Key Concepts
 Scope of CSI
 Overall health of IT Service Management
 Continual alignment ...
Continual Service Improvement
Key Concepts
 Three key guiding principles of CSI




You cannot manage what you cannot ...
Continual Service Improvement
Terms of Interest
 Baselines
 An initial data point that establishes a marker or

starting...
Continual Service Improvement
Deming

This is Edward Deming
At his most happy
Continual Service Improvement
7 Step Improvement Process
Continual Service Improvement
7 Step Improvement Process
 Purpose
1.
2.
3.
4.
5.
6.
7.

Identify
Define
Gather
Process
An...
ITIL Processes by Phase
Service
Strategy

• Service Portfolio Management
• Financial Mgt for IT services
• Demand Mgt (Not...
Continual Service Improvement
7 Step Improvement Process
Answer this question: How did we get here

 Identify – Overall v...
Continual Service Improvement
Model
Continual Service Improvement
Model
1. What is the Vision (ITIL loves vision)
2. Where are we new
3. Where do we want to b...
Continual Service Improvement
Model
Vision
Vision
Vision
Vision
Vision

Value
Value
Value
Value
Value

Business Customer
B...
Continual Service Improvement
The Role of Measurement
To Validate – the prior decisions
To Direct – Set a course for futur...
Continual Service Improvement
Methods and Techniques
•
•
•
•
•

Assessments
Gap Analysis
Balanced Scored
SWOT
Deming Cycle...
Summary
 Measure, Analyze and Review
 7 Steps to implement CSI
1. Identify
2. Define
3. Gather
4. Process
5. Analysis
6....
Summary
Purpose of measurement
 To Validate
 To Direct
 To Justify
 To Intervene
ITIL V3 Overview
 End of Presentation
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Itil v3 foundations introduction, lifecycle and phases

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ITIL V3 Foundations introduction for certification study, classroom and training. Includes terms, objectives, functions and resource requirements for all five ITIL phases: Service Strategy, Service Design, Service Transition, Service Operation and Continuous Service Improvement. Study guide for ITIL training

Published in: Technology, Business

Itil v3 foundations introduction, lifecycle and phases

  1. 1. Key Terms and Concepts
  2. 2. ITIL v3 Foundations  This set of presentations explains the terms, methods, processes, functions and scope of the Service Management Lifecycle Phases of ITIL v3  When the word “glossary” is used it refers to the ITIL glossary.
  3. 3. Complementary Guidance and Frameworks to ITIL  COBIT  ISO/IEC 20000  ISO/IEC 15504 All you really need to understand is that ITIL is a collection of practices borrowed from other places  ISO/IEC 19700:2006  Management of Risk (M o R)  MOF  Project Management (PMI)  Six Sigma  CMMI Terms are in the Glossary
  4. 4. Service Management Lifecycle Phases  Service Strategy  Service Design  Service Transition  Service Operation  Continual Service Improvement Serve Donuts To Our Class
  5. 5. Lifecycle Terms of Interest  Service Management  IT Service      Management Service Resource Capability Service Asset Function  Process  Outcome  Service Owner  Process Owner  Process Manager  Process Practitioner These terms are fundamental to ITIL – Every part of the lifecycle identifies who/what these are for that particular part of the lifecycle
  6. 6. Capabilities and Resources Capabilities Management Resources Financial Capital Organization Infrastructure Processes Applications Knowledge Information People (Experience, Skills, etc.) People (number of them) Resources are things – Capabilities are the ability to use resources to create value
  7. 7. Capabilities and Resources  Service Management – Organizations use Capabilities and Resources to create value in the form of goods and services for Customers Value > Value > Value > Customer Stakeholders Organizations
  8. 8. Value Creation Value has 3 parts Business Outcomes Perceptions Value Preference
  9. 9. Value Creation  Reference Value is the starting point of Value Perception  The more intangible the Reference Value the more important the definitions and differentiation of value becomes  Service Providers need to provide information to influence the customer’s perception of Value.  Practice application of this is called “selling”
  10. 10. ITIL Benefits to the Customer  Focus on Business Needs  Value creation is base on customers perceptions of value  Aligns Services to the Business Activities  Services are created to serve the customers need  Services are Designed to Meet Business Needs  Differentiation and Definition of how value is created keep ensure only positive value is created.
  11. 11. RACI and Organizational Structure Under ITIL RACI Model  Responsible  What needs to be done and by whom  Accountable  Who is the Owner of the Results  Consult  Who has the capability to assist and guide  Inform  Who needs/desire to know Could be one or more people Under ITIL guidance there can be only one Referred to as a Subject Matter Expert Stakeholders
  12. 12. The Role of Automation  Automation is an ITIL imperative  Automate where advantageous for any reason, in any place, at any time.      Optimization Data capture Flexibility Addition Capacity Relief of Restrictions On the paper if there’s an question as to automation - pick the answer that says to automate
  13. 13. Governance  IT Governance is the responsibility of the Business Not IT   Board of Directors Executive Management  Governance and Management have different definitions  Governance – Making sound decisions  Management – decision making and execution This is an important distinction to understand the mindset of ITIL
  14. 14. Risk Management  Identify the Risk  Name the Risk  Ascertain the consequences  Analyze the Risk  Quantify the impact  Estimate the probability  A 100% probability risk is not a risk it’s an Issue  Manage the Risk  Create an Action plan  Regularly review the Risk Management Plan
  15. 15. Summary  Lifecycle      Service Strategy Plan Service Design Service Transition Do Service Operation Check Continual Service Improvement Serve Donuts To Our Act  ITIL Vocabulary  Capabilities use Resources to Create Value  RACI Model used for control and management
  16. 16. Summary  Automate Everything possible  Governance vs. Management  Risk Management model  Which is essentially hand lifted from the PMBOK  Project Management Body of Knowledge
  17. 17. Concepts and Processes
  18. 18. Process Model – Triggering Event General Process Design Process Control Owner, Documentation, Policy, Objective, Feedback Process – Process Inputs Activities, Metrics, Roles, Improvements, Procedures, Instructions Process Enablers –Resources, Capabilities Includes Process Reports and Reviews Process Outputs
  19. 19. Process Model  All Processes have four key Characteristics 1. They are Measureable 2. They Deliver specific Results 3. They have customers or stakeholders 4. Respond to a specific triggering event  All Processes have three Distinct Components 1. Process Control 2. Process (which takes inputs and creates outputs) 3. Process Enablers
  20. 20. Process Components  Process Control  Process Design  Process Management  Change Control  Process  Collection of activates and roles required to move inputs to outputs  Process Enablers  Appropriate Resource's and Capabilities to perform the process activities
  21. 21. Process Key Characteristics 1. Process Measurement  2. Costs, Performance, Quality provided Specific results  Delivered Consistently Customers and Stakeholder 3.  Expectations are met 4. Triggering Event  Thus making the process traceable through it’s activities
  22. 22. Four P’s of Design….
  23. 23. …Ensure the 3 E’s of Quality Management Effectiveness Efficiency Economy
  24. 24. Summary ITIL Processes have a standard, common design  They have documented Triggers, Inputs and Outputs They have 3 Components    Process Control Process (which takes inputs and creates outputs) Process Enablers
  25. 25. Summary The 4 P’s of Design  People, Processes, Products and Partners
  26. 26. Concepts and Processes Let’s Start at the Top of the Pyramid
  27. 27. ITIL Processes by Phase Service Strategy • Service Portfolio Management • Financial Mgt for IT services • Demand Mgt (Not testable a foundations lvl) • Business Relationship Mgt Continuous Improvement Service Design 7 Step Process • Design Coordination • Service Level Mgt (SLA) • Capability Mgt • Supplier Mgt Service Transition Service Operations Service Catalog Mgt Availability Mgt IT Service Continuity Mgt Information Security Mgt • Asset And Configuration Mgt • Change Mgt Knowledge Mgt • Release And Deployment • Transition Planning and Support • Service Validation and Testing (Not testable) • Change Evaluation (Not Testable) • Incident Mgt • Problem Mgt • Request Mgt • Event Mgt • Access Mgt
  28. 28. Service Strategy  Information Service and Technology Management (ISTM) Starting Point  Aligns IT strategies to Business Strategies  Focuses is on Value to business “Define the 4 P’s (perspective, position, plans and patterns) that a service provider needs to be able to execute to meet an organization business outcomes” Service Strategy is part 1 of the “plan” phase of the Plan, Do, Check, Act cycle
  29. 29. Service Strategy Key Concepts  Service Strategy – Revolves around the needs of the customer 2. Seeks to understand the needs and requirements of the business processes underpinned by IT services 3. Determines the best way to provision those services in order to meet the business needs effectively. 4. Ensures IT perspectives and business perspectives are properly aligned. 1. 1. 2. Business perspective don’t start in IT Infrastructure management doesn’t start with business processes.
  30. 30. Service Strategy Terms of Interest  Warranty  Usability of a Service or Application  Is it user Friendly ?  Utility  Functionality of the Service  Does it work as designed ?  Utility is what something does  Warrant is how well it does it.
  31. 31. Utility and Warranty Create Value Performance Correct Constraints Removed Utility OR T/F Fit for Purpose Value AND Availability Capacity AND Continuous results Secure Warranty Fit for Use T/F T/F
  32. 32. Terms of Interest  Types of Service Providers 1. Type I – Internal Service Provider  Embedded in the businesses units they service  Offer services specific to that business unit 2. Type II – Shared Services  Internal to the organization  Usually not at the core of a businesses competitive advantage  Service multiple business units. (HR, Accounting, Finance) 3. Type III – External Service Provider  Outsourced Service
  33. 33. The Service Strategy Processes  There are 5: 1. 2. 3. 4. 5. Strategy Management for IT Service (Not covered) Financial Management of IT Services Service Portfolio Management Demand Management (Not testable) Business Relationship Management
  34. 34. Financial Management for IT Services  Just know these things:  Its Purpose (in the glossary)  It Consists of there main processes  Budgeting Charging Accounting  All of which are defined processes in the glossary  
  35. 35. Service Justification  Business Case: Justification for a significant item of expenditure. The business case includes information about costs, benefits, options, issues, risks and possible problems. Usually judged on ROI - however ITIL suggests organization use VOI (Value on Investment) methods to better estimate the value of the process.
  36. 36. Service Portfolio Management  The Service Providers Collection of available services  Services defined in terms of business value  Repository detailing information about the service   Chargeback model Resources and capabilities required  Means of comparing the service competitiveness   Provider type Pricing
  37. 37. Service Portfolio Management  Scope Statement The scope of Service Portfolio Management is all services a service provider plans to deliver, currently delivered and those that have been withdrawn from service
  38. 38. Service Portfolio Management  Methods – There are 4 Define – Inventory Services, build Business Cases 2. Analyze – Maximize Portfolio value 3. Approve – Authorize Services and Resources 4. Charter – Move the Service into the Service Catalog 1.
  39. 39. Service Portfolio Management         Key Attributes of Charter Services Described in detail SLR and SLA are defined Business case for use of the service Risk identified Costs, Pricing models defined Business owners and users are listed Performance Metrics OLA (Operating Level Agreement) is in place.
  40. 40. Business Relationship Management  The process responsible for maintaining a positive  relationship with customers. Business relationship management identifies customer needs and ensures that the service provider is able to meet these needs with an appropriate catalogue of services. This process has strong links with service level management.
  41. 41. Business Relationship Management Scope Statement  The BRM Process Focuses on understanding:  Business outcomes  Services currently offered to the customer  How to optimize offering in the future  How the Service Provider is reprinted to the customer  Technology trends and their effects on services provided to the customer  The way in which services are currently offered to the customer, SLAs, quality control, and possible changes required  Levels of customer satisfaction.
  42. 42. Summary  Service Strategy is the beginning of ITIL Process implementation  Service Strategy revolves around creation of value for customers.  The Three Process of Service Strategy that you will be tested on are: Financial Management of IT Services 2. Service Portfolio Management 3. Business Relationship Management 1.
  43. 43. Concepts and Processes
  44. 44. ITIL Processes by Phase Service Strategy • Service Portfolio Management • Financial Mgt for IT services • Demand Mgt (Not testable a foundations lvl) • Business Relationship Mgt Continuous Improvement Service Design 7 Step Process • Design Coordination • Service Level Mgt (SLA) • Capability Mgt • Supplier Mgt Service Transition Service Operations Service Catalog Mgt Availability Mgt IT Service Continuity Mgt Information Security Mgt • Asset And Configuration Mgt • Change Mgt Knowledge Mgt • Release And Deployment • Transition Planning and Support • Service Validation and Testing (Not testable) • Change Evaluation (Not Testable) • Incident Mgt • Problem Mgt • Request Mgt • Event Mgt • Access Mgt
  45. 45. Service Design Purpose Service design includes the design of the services, governing practices, processes and policies required to realize the service provider’s strategy and to facilitate the introduction of services into supported Environments ensuing quality service delivery. Service Design is part 2 of “plan” in the Plan, Do, Check, Act cycle
  46. 46. Service Design Objectives  Reduce TCO  Improve quality and consistency of service  Improve service performance, IT coherence, information, decision making and service alignment.  More effective service performance, IT Processes, service management  Easier implementation of new or changed services.
  47. 47. Service Design Key Concepts  Service Design – 1. Requires a holistic approach to both business and IT infrastructure. 2. Requires functional elements of service be addressed 3. Include management and operational requirement for provisioning, implementing and operations of services delivery.  The be clear: Service Transition which is responsible for provisioning, implementing and operations of services, just builds the service from a blueprint provided as an output from Service Design.
  48. 48. Service Delivery Terms of Interest  Service Provider Customer vs. User vs. Stakeholder Service Level Agreement Operational Level agreement Underpinning Contract Service Design Package Availability Supplier Vital Business Function.  See the glossary on this        
  49. 49. Service Delivery Terms of Interest     Notes (you need to understand) An SLA is an agreement of service targets with a customer and an external service provider An OLA is an agreement between a service provider and an internal partner Underpinning Contract is an agreement between a service provider and an external partner Service Level Management is the SLA’s AND the OLA and/or Underpinning Contracts the underpin them.
  50. 50. Five Aspects of Service Design 1. 2. 3. 4. 5. Design of Service Solutions Design of Service Management Systems Design of Technology Architectures and Management Systems Design of Processes Design of Measurement Method and Metrics of the Service
  51. 51. Service Design Processes  Design Coordination  Service Level Mgt (SLA)  Capability Mgt  Supplier Mgt Service Catalog Mgt Availability Mgt IT Service Continuity Mgt Information Security Mgt
  52. 52. Design Coordination Design Coordinator: 1. 1. A Powerful position because it controls both governance and design. Usually an intermediate to high level manager in the organization.
  53. 53. Service Catalog Management Dependent on Service Portfolio 2. Details all live and approved for live services 3. Two versions 1. 1. 2. Business Services – Those services required to operate the organization Technical Services – Those services that are required to support the business services.
  54. 54. Service Level Management 1. 2. 3. 4. 5. 6. Design SLA framework Gather and document SLR Monitor Performance against SLA Produce appropriate reports Conduct Service Review (which could lead to SIP) Manage the contracts and relationships
  55. 55. Availability Management 1. 2. 3. 4. 5. 6. Produce Availability Plan Provide Guidance on Availability Issues Ensure Availability Targets Assist on Availability Incidents and Programs Assess Change Plans Proactive Improvements of Availability
  56. 56. Availability Management Key Concepts 1. Service Availability 2. Reliability - A term used for Internal partners 3. Maintainability - A term used for Internal partners l 4. Serviceability - A term used for Internal External partners refers to the ability to meet the terms of an underpinning contract 5. Proactive / Reactive Activities
  57. 57. Capacity Management 1. 2. 3. 4. Business Capacity Management Service Capacity Management Component Capacity Management Capacity Planning
  58. 58. IT Service Continuity Management Objectives 1. 2. 3. 4. 5. 6. 7. 8. IT Service Plans Business Impact Analysis (BIA) Management of Risk (M o R) Guidance on Continuity and Recovery Ensure Continuity and Recovery measures in Place Assess Impact of Change of Continuity Ensure Proactive Measures Negotiate with Suppliers for Continuity Needs (This process is Disaster Recovery as opposed to Availability which is more about the fault tolerance capabilities of the IT systems )
  59. 59. Four typical options 1. 2. 3. 4. Gradual Recovery (Cold standby) Intermediate Recovery (Warm Standby) Fast Recovery (Hot Standby) – Typical 24 hours Immediate Recovery (Mirroring)
  60. 60. Information Security Management 1. 2. 3. 4. 5. 6. 7. IT Information Security Policy (ISP) Ensure Security Requirements Document and Implement Security Controls Manage Supplier Access to Systems Manage Security Breaches and Security-related Incidents Proactive Improvement of Security Integrate Security Aspects within other ITSM
  61. 61. Information Security Key Policy 1. 2. 3. 4. 5. Passwords (Access Management) Email Virus Control Encryption Remote Access Information Security Management System
  62. 62. Supplier Management 1. 2. 3. 4. 5. 6. Supplier Policy Obtain Value from Suppliers Ensure Supplier Contracts are Business-aligned Manage Supplier Relationships and Performance Negotiate Supplier Contracts and Manage them through their lifecycle Supplier and Contract Management Information System
  63. 63. Summary  Design Services Design Coordination Service Level Mgt (SLA) Capability Mgt Supplier Mgt Service Catalog Mgt Availability Mgt IT Service Continuity Mgt Information Security Mgt
  64. 64. Summary  There are Specific Terms for Internal and External Resources/Capabilities.  Availability and Contingency have similar goals but are significantly different in implementation
  65. 65. Concepts and Processes
  66. 66. ITIL Processes by Phase Service Strategy • Service Portfolio Management • Financial Mgt for IT services • Demand Mgt (Not testable a foundations lvl) • Business Relationship Mgt Continuous Improvement Service Design 7 Step Process • Design Coordination • Service Level Mgt (SLA) • Capability Mgt • Supplier Mgt Service Transition Service Operations Service Catalog Mgt Availability Mgt IT Service Continuity Mgt Information Security Mgt • Asset And Configuration Mgt • Change Mgt Knowledge Mgt • Release And Deployment • Transition Planning and Support • Service Validation and Testing (Not testable) • Change Evaluation (Not Testable) • Incident Mgt • Problem Mgt • Request Mgt • Event Mgt • Access Mgt
  67. 67. Service Transition Purpose The purpose of service transition stage of he lifecycle is o ensure that new, modified or retired services meet the expectations of the business as documented in the service strategy and service design stages of the lifecycle. Service Transition is the ‘DO’ in the Plan, Do, Check, Act cycle.
  68. 68. Service Transition Objectives  Plan and mange service changes efficiently and effectively.  Manage risks relating to new, changed or retired services.  Successfully deploy service releases into supported environments  Set correct exceptions on the performance and use of new of changed services  Ensure that service changes create the expected business value  Provide good-quality knowledge and information about services and service assets.
  69. 69. Service Transition Key Concepts  Service Transition – 1. Quality Service Transition significantly improves a service provider’s ability to handle high volumes of change and releases to its customers and enables the provider to align service with the business requirements. It aloes ensure that users can use the service in a way that maximizes its value. 2. The Transition lifecycle phase is also used to retire services that are no longer required and to transitions service provision to or form an external service provider. The be clear: Service Transition just builds the service from a blueprint provided as an output from Service Design.
  70. 70. Service Transition Terms of Interest Service Knowledge Management System Configuration Item Configuration Management System Definitive Media Library Change       Normal, Standard, Emergency Seven Rs of Change management  Release Unit  Release Policy Lets see the glossary on this 
  71. 71. Service Delivery Terms of Interest Notes you need to understand  Configuration Item (CI) is an IT component in the Configuration Management System.  Release Unit (RI) is a collection of CIs introduced into the live environment.  The 7 R’s:  Raised, Reason, Return, Risks, Resources, Responsible and Relationships.
  72. 72. Service Transition Processes  Three Processes support the complete, ongoing lifecycle 1. Change Management 2. Asset Management 3. Knowledge Management  Four Processes are utilized only in the transition from Service Design to Service Transition 1. Transition Planning and Support 2. Release and Deployment Management 3. Service Validation and Testing (not testable at Foundations level) 4. Change Evaluation (not testable at Foundations level)
  73. 73. Change Management Roles and Resources  Request For Change (RFC)  Change Proposals  Change Advisory Board (CAB)  Emergency Change Advisory Board (ECAB)  Schedule of Changes (SC)  The Projected Service Outage Document (PSO)  Post Implementation Review (PIR) This is a lifecycle Process
  74. 74. Change Mgt Roles and Resources  Request For Change (RFC)   The Trigger event for change control Categorized as Normal, Standard or Emergency  Change Proposals  Used to initiate major changes that involve significant cost, risk or organizational impact. Usually created in Service Portfolio Management process (Service Strategy) and passed to change control for implementation.  Change Advisory Board (CAB)  Assesses and Approves Changes to ensure proper transition.
  75. 75. Change Mgt Roles and Resources  Emergency Change Advisory Board (ECAB)  A specifically defined group responsible for assessing and approving Emergency Changes.  Schedule of Changes (SC)  Documents changes approved for implementation  The Projected Service Outage Document (PSO)  Documents details when a service(s) will be unavailable during the change  Post Implementation Review (PIR)  Assesses the performance of the change and take remediation if necessary
  76. 76. Normal Change Flow Trigger* *Changes are trigger by a Request of Change
  77. 77. Change Types     Normal Change  Considered any change NOT an Emergency change or Standard Change. (“Normal” has no set definition in ITIL) Standard Change  The set of changes that uses a Change Model that allows for preapproval. (These are changes and have known Good Practices that can be standardized for use) Emergency Change  Must be kept to a minimum and be clearly defined  Should always be considered a serious risk Major Change  Usually require work orders for several departments  Generally require appropriate environmental preparation.  Can require a project manager.
  78. 78. Change Management 7 Rs 1. 2. 3. 4. 5. 6. 7. Who Raised the change ? What is the Reason for the change ? What is the Required from the change ? What are the Risks involved ? What Resources are required to deliver the change ? Who is Responsible for the build, test and implementation of the change ? What is the Relationship between this change and other changes ?
  79. 79. Service Asset and Configuration  Service Asset Management  Focused on Service Assets during the Service Lifecycle   Ensures IT controlled assets are managed properly during their lifecycle Manages and protects the integrity of CIs during their lifecycle  Configuration Management  Manages the logical Model of the infrastructure  Shows how Assets and Components interrelate This is a Lifecycle Process
  80. 80. Knowledge Management  Purpose:  The purpose of the knowledge management process is to share perspectives, ideas, experience and information to ensure that these are available in the right place at the right time to enable informed decisions.  Scope:  Knowledge management is a whole lifecycle-wide process in that it is relevant to all lifecycle states.  Objective:  Gather, analyze, store, share, use and maintain knowledge, information and data throughout the service provider organization This is a Lifecycle Process
  81. 81. Knowledge Management (DIKW) Knowledge increases with understanding and contextual analysis. The gathering of data leads to the creation of information, which leads to knowledge and finally an underlying wisdom (DIKW)
  82. 82. Release and Deployment Management Purpose: The purpose of the release and deployment management process is to plan, schedule and control the build, test and deployment of releases and to deliver new functionality required by the business while protecting the integrity of existing services This is a Design Service to Transition Service Process
  83. 83. Release and Deployment Management Four Phases of Release and Deployment 1. 2. 3. 4. Release and Deployment Planning Release Build and Test Deployment Review and Close
  84. 84. Release and Deployment Management Purpose: 1. Deliver change faster, at lower cost, with reduced risk 2. Assure the changed or new service supports the business and its customers 3. Ensure consistency in implementing changes 4. Ensure traceability Term of Interest  Release Package – a singe Release Unit, a collection of Release Units or a subset of a Release Unit
  85. 85. Release and Deployment Management Objectives  Define and agree release and deployment plans  Create and test release packages  Ensure the integrity, records, and proper administration of CIs, RUs and Release Packages.  Deploy Release Packages and record, manage risks and issues and take corrective actions necessary .  Manage Change and Knowledge Transfer in the organization  Ensure the agreed upon Utility and Warranty of the changed services.  Ensure there is a skills transfer to Operations Function so that services can be delivered, supported and maintained.
  86. 86. Transition Planning and Support Purpose: The purpose of transition planning and support is to provide overall planning for service transitions and to coordinate the resources that they require.     Determine capacity and resources Support transition teams Ensure integrity of assets Transition Planning and Support Manager is the equivalent to the Design Process manager. High up the chain, a lot of power. This is a Service Design to Service Transition Process
  87. 87. Transition Planning and Support Objectives:  Plan and coordinate the resources to support transition.  Coordinate activities across projects, suppliers and service teams Ensuring all parties adopt a common framework of standard processes and support systems.  Establishes new systems and tools, technology and management architectures, service management processes and metrics to meet requirements established by the design stage  Manage risks, minimize chance of failure and disruption across the transitions systems.
  88. 88. Transition Planning and Support Four Phases of Release and Deployment 1. 2. 3. 4. Release and Deployment Planning Release Build and Test Deployment Review and Close
  89. 89. Transition Planning and Support Scope:  Guiding changes thought the transition processes  Coordinates several transitions simultaneously, prioritizing conflicting requirements  Ensuring Service Transition is coordinated with program, project management, service design and service development activities.  Transition Planning and Support is where things come together.
  90. 90. Capacity Management 1. 2. 3. 4. Business Capacity Management Service Capacity Management Component Capacity Management Capacity Planning This is a Design Service to Transition Service Process
  91. 91. Service Validation and Testing Purpose: Service :   What is the intended effects of the change ? Did the Change successfully meet its intentions ? ….and is not testable at the foundation level
  92. 92. Summary  Transition Coordination Mgt  Service Level Mgt (SLA)  Capability Mgt  Supplier Mgt Service Catalog Availability Mgt IT Service Continuity Mgt Information Security Mgt
  93. 93. Summary  Changes are initiated from two sources  RFC’s which are the trigger of the change process  Change Proposals which are major changes services usually initiated in Service Strategy  The goal of Knowledge Management is ensure the right resources are in place to make informed decisions  Capacity Planning involves both the technical capabilities of the organization and the business capabilities. A failure in capacity can occur in either aspect
  94. 94. Concepts and Processes
  95. 95. ITIL Processes by Phase Service Strategy • Service Portfolio Management • Financial Mgt for IT services • Demand Mgt (Not testable a foundations lvl) • Business Relationship Mgt Continuous Improvement Service Design 7 Step Process • Design Coordination • Service Level Mgt (SLA) • Capability Mgt • Supplier Mgt Service Transition Service Operations Service Catalog Mgt Availability Mgt IT Service Continuity Mgt Information Security Mgt • Asset And Configuration Mgt • Change Mgt Knowledge Mgt • Release And Deployment • Operation Planning and Support • Service Validation and Testing (Not testable) • Change Evaluation (Not Testable) • Incident Mgt • Problem Mgt • Request Mgt • Event Mgt • Access Mgt
  96. 96. Service Operation  Manage the Day to Day IT Activities  Operations – Things you do everyday to deliver a service  Provide Value to Customer through  Communications  Support
  97. 97. Service Operation Purpose The purpose of service Operation stage of he lifecycle to carry out the activities and processes required to deliver and manage services at agreed levels to customers and users. Also responsible for the ongoing management of the technology that is used to deliver and support services. Service Operation is the ‘Check’ in the Plan, Do, Check, Act cycle.
  98. 98. Service Operation Objectives  Maintain business satisfaction and confidence in IT through effective and efficient delivery and support of agreed IT services  Minimize the impact of service outages on day to day business activities  Ensure that access agreed IT services is only provided to those authorized to receive those services
  99. 99. Service Operation Key Concepts  Operational Services are expected to work at agreed levels and agreed costs.  Reduce unplanned labor and costs for both the business and IT.  Reduce the duration and frequency of service outages which will allow the business to take full advantage of the value created by the services.  Provide operational results and data that can be used to improve service delivery
  100. 100. Service Operation Key Concepts  Provide standard services that business staff can use to increase productivity  Provide the basis for automated operations.
  101. 101. Service Operation Terms of Interest  Incident – Unplanned Interruption in the Quality of Service –OR- the failure of a CI (even if the failure did not impact a service)  Alert – A warning that some threshold has been reached ( May or may not constitute an “incident”)  Event – An Automated detectable occurrence of significance  Service Request – A user request for information or advice  Problem – An unknown underlying cause of an incident Lets see the glossary on this
  102. 102. Service Operation Terms of Interest  Known Error – A problem that has a documented root cause and a workaround  Known Error Database (KEDB)- The place Problems and Work Arounds are documented.  Work Around – Means of reducing or eliminating the impact of an incident for which no permanent solution is available.  Impact, Urgency, Priority – Priority determines the order on the daily operation. Priority is a combination of Impact and Urgency . Impact+Urgency = Priority Lets see the glossary on this
  103. 103. Service Operation Processes  Incident Management  Problem Management  Request Management  Event Management  Access Management
  104. 104. Service Operation Processes Incident Management  Scope of Incident Management - any event which disrupts, or could disrupt, a service  Purpose of Incident Management  Restore Service as Soon as Possible  Minimize impact to business  Ensure Services are performing to agreed upon levels  Manage the Standard Incident Model  Own and operate the Major Incident Model  Include Problem Management when necessary
  105. 105. Service Operation Processes Incident Management  Standard Model  A set of procedures used to guide the management of common incidents, for example:    Forgotten password Communications failure Missing application on PC  Major Incident Model  Series of activities meant to resolve an uncommon incident  Service Deck owns problem from open to close  Problem management may be asked to assist.
  106. 106. Incident Management Incident Management Interfaces  Service Level Management – Service Design  Information Security Management – Service Design  Capacity Management - Service Design  Availability Management – Service Design  Service Asset and Configuration Mgt – Service Transition  Change Management – Service Transition  Problem Management – Service Operations  Access Management - Service Operations
  107. 107. Problem Management  Service Level Management – Service Design  Information Security Management – Service Design  Capacity Management - Service Design  Availability Management – Service Design  Service Asset and Configuration Mgt – Service Transition  Change Management – Service Transition  Problem Management – Service Operations  Access Management - Service Operations
  108. 108. Problem Management  Purpose: Manage the lifecycle of problems:     Identification Investigation Documentation Removal Proactively prevent recurrence of incidents Minimize impact to business due to errors in the IT infrastructure
  109. 109. Problem Management  Scope:       Diagnose Root Causes of incidents Determine Resolution Ensure Resolution Implementation  Engage Change Management  Trigger Release and Deployment Management Maintain the Known Error Database Create and manage Problem Models the manage problems that have no permanent resolution or are too expensive to fix. Review how Major Problems are handled to proactively improve the Problem Management Model
  110. 110. Problem Management  Reactive Activities  Concerned with solving problems in response to one or more incidents  Proactive Activities  Concerned with identifying and solving problems and known errors before further incidents related to them can occur again.
  111. 111. Event Management  Event Management is considered preventative in nature –   Management of events through their lifecycle Detect Events and determine appropriate action  Detect Changes  Provide trigger for service operations and management activities  Provide a means to compare performance against standards and SLAs.  Provide a basis for service reporting and service improvement
  112. 112. Event Management  Events have three classifications 1) Informational  2) Warnings  3) Notifications of activities of significance Notifications that a threshold is about to be reached Exceptions  Notifications of a failure An “alert” is type of event – which type is determined by which functional group / process is to be triggered.
  113. 113. Request Fulfillment  Purpose: Mange the lifecycle of all service requests from the users.  Objective:  Maintain user and customer satisfaction through efficient handling of all services  Provide a channel for user requests  Provide information to users and customers about the availability of services  Delivers standard services  Assist in general information, complaints and comments
  114. 114. Request Fulfillment  Handles non-incident requests  Service Requests  RFC (Standard Changes)  Creates and Maintains :  Request Models  Self-Help Opportunities
  115. 115. Access Management  Manage Access Rights  Verification of Legitimacy of Requests  Monitoring of Identity Status  Logging and tracking Access  Granting/Removing/Restricting Access  Note: Privileges are predetermined by Availability and Security Mgt Service Operation implements them.  Physical Access Control is NOT within the scope of Access Management. Generally this is the responsibility of Facilities management
  116. 116. Service Operations Functions  Remember: A function is a team or group of people and tools and resources that carry out processes. In a large organizations the functions of Service Management are usually broken into several Functional Units • • • • Service Desk Technical Management Applications Management It Operations
  117. 117. Service Operations Functions Service Desk  Service Desk  Single Point of Contact for the User Community  Manages Incidents and Service Requests      Owns incidents from open to close First Level Support Escalates as agreed Keeps user informed Closes incidents and service requests as agreed  Conducts Surveys to measure Satisfaction  Communicates with Users  Updates CMS
  118. 118. Service Operations Functions Service Desk  Service Desk Organizational Structure Can be organized any one of several ways Three most Commonly Implemented 1) 2) 3) Local Service Desk Centralized Service Desk Virtual Service Desk  May be implemented as a “Follow the Sun” Service Desk
  119. 119. Service Operations Functions Service Desk Local Service Desk – Located physically close the user community it serves This causes several Service Desks in a large organization with many locations and can have a high level or redundancy. Central Service Desk – Positioned in a single location. Less redundant. Builds higher skill level in the staff and is more cost effective.
  120. 120. Service Operations Functions Service Desk  Virtual Service Desk  Typically used by Global organizations  Service desks are located in several major locations and share a common SKMS  It is possible for the Service Desks to collaborate to perform “Follow the Sun” support across the organization.  This allows Service Desks to support each others customers and users and allow for 24 support across the enterprise.
  121. 121. Service Operations Functions Service Desk Service Desk Metrics Continuous Improvement requires quality measurement  First line resolution rate  Average time to resolve an incident  Aver time to escalation of an incident  Average cost to handle an incident  Average number of calls per day/week/shift  Average time to review and close an incidents
  122. 122. Service Operations Functions Technical Management Objectives:  To plan, implement and maintain a stable technical infrastructure to support the business processes through: Well Designed and highly resilient, cost-effective technical topology  The use of adequate technical skills to maintain the technical infrastructure in optimum conditions  Swift use of technical skills to diagnose and resolve any technical failures that do occur. Technical Managers are commonly Subject Matter Experts (SME) 
  123. 123. Service Operations Functions Application Management Dual Role:  Keeps technical knowledge and expertise related to managing applications ensuring that the knowledge required to design, test, manage and impose IT services  Providing the actual resource to support the service lifecycle
  124. 124. Service Operations Functions Application Management  Plays a role in all applications, whether purchased or developed in house  Ensuring:  Applications are well designed and cost-effective  Required functionality is available and will achieve business outcomes  The organization as necessary technical skills to operate and maintain the applications.  Swift diagnose and resolution of technical failures Note: Application Management DOES NOT make the decision whether an application should be developed in house or outsourced, this is done by Design Management, they DO support the applications in either case
  125. 125. Summary  Operations Management is responsible for day-t0-day activates for IT services  Consists of 5 processes  Incident Management  Problem Management  Request Management  Event Management  Access Management
  126. 126. Summary  Types of Events Informational 2) Warnings 3) Exceptions 1)  Responsible for Security an Request fulfillment  Directly interfaces with the customers
  127. 127. Concepts and Processes
  128. 128. ITIL Processes by Phase Service Strategy • Service Portfolio Management • Financial Mgt for IT services • Demand Mgt (Not testable a foundations lvl) • Business Relationship Mgt Continuous Improvement Service Design 7 Step Process • Design Coordination • Service Level Mgt (SLA) • Capability Mgt • Supplier Mgt Service Transition Service Operations Service Catalog Mgt Availability Mgt IT Service Continuity Mgt Information Security Mgt • Asset And Configuration Mgt • Change Mgt Knowledge Mgt • Release And Deployment • Operation Planning and Support • Service Validation and Testing (Not testable) • Change Evaluation (Not Testable) • Incident Mgt • Problem Mgt • Request Mgt • Event Mgt • Access Mgt
  129. 129. CSI  Purpose Maintain the alignment of IT services to changing business needs. Objectives  Review, analyze and recommend on improvement opportunities across the lifecycle  Review Service Level Achievements  Identify and implement activities to improve IT services  Improve cost of service delivery without sacrificing overall customer satisfaction  Understand what to measure, why and what successful outcome should be  CSI ACT in the Plan, Do, Check, Act cycle
  130. 130. Continual Service Improvement  Continual Re-alignment of IT to meet business requirements  Improve Services  Assist/Guide growth and maturity of Service Management Processes Measure, Analyze, Review
  131. 131. Continual Service Improvement Key Concepts  Scope of CSI  Overall health of IT Service Management  Continual alignment of the service portfolio to the needs of the business  Maturity of IT processes for each service  Continual Improvement of all aspects of the IT service and the assets that support them
  132. 132. Continual Service Improvement Key Concepts  Three key guiding principles of CSI    You cannot manage what you cannot control You cannot control what you cannot measure You cannot measure what you cannot define
  133. 133. Continual Service Improvement Terms of Interest  Baselines  An initial data point that establishes a marker or starting point for comparison  Metrics – Three Types  Technology – focused on component/application availability  Process – CSFs/KPIs for the service management processes themselves  Service – measure end to end service
  134. 134. Continual Service Improvement Deming This is Edward Deming At his most happy
  135. 135. Continual Service Improvement 7 Step Improvement Process
  136. 136. Continual Service Improvement 7 Step Improvement Process  Purpose 1. 2. 3. 4. 5. 6. 7. Identify Define Gather Process Analysis Present Implement Improvements to through lifecycle
  137. 137. ITIL Processes by Phase Service Strategy • Service Portfolio Management • Financial Mgt for IT services • Demand Mgt (Not testable a foundations lvl) • Business Relationship Mgt Continuous Improvement Service Design 7 Step Process • Design Coordination • Service Level Mgt (SLA) • Capability Mgt • Supplier Mgt Service Transition Service Operations Service Catalog Mgt Availability Mgt IT Service Continuity Mgt Information Security Mgt • Asset And Configuration Mgt • Change Mgt Knowledge Mgt • Release And Deployment • Operation Planning and Support • Service Validation and Testing (Not testable) • Change Evaluation (Not Testable) • Incident Mgt • Problem Mgt • Request Mgt • Event Mgt • Access Mgt
  138. 138. Continual Service Improvement 7 Step Improvement Process Answer this question: How did we get here  Identify – Overall vision, business needs and organizational goals  Define – What to measure  Gather – Assemble data (usually from Service Operations)  Process – Turn the data into information  Analyze – The data and information  Present - and use the information to stakeholders  Implement – Improvements and establish a new baseline
  139. 139. Continual Service Improvement Model
  140. 140. Continual Service Improvement Model 1. What is the Vision (ITIL loves vision) 2. Where are we new 3. Where do we want to be 4.How do we get there 5. Did we get there 6.How do we keep the momentum going
  141. 141. Continual Service Improvement Model Vision Vision Vision Vision Vision Value Value Value Value Value Business Customer Business Customer Business Customer Business Customer Business Customer * Pick the answer that that has one of these word in it.
  142. 142. Continual Service Improvement The Role of Measurement To Validate – the prior decisions To Direct – Set a course for future action To Justify – That a particular course of action as best To Intervene – Identify an issue and apply corrective action
  143. 143. Continual Service Improvement Methods and Techniques • • • • • Assessments Gap Analysis Balanced Scored SWOT Deming Cycle of Improvement
  144. 144. Summary  Measure, Analyze and Review  7 Steps to implement CSI 1. Identify 2. Define 3. Gather 4. Process 5. Analysis 6. Present 7. Implement
  145. 145. Summary Purpose of measurement  To Validate  To Direct  To Justify  To Intervene
  146. 146. ITIL V3 Overview  End of Presentation
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