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Build an IT Service Strategy Leveraged by ITIL V2 & 3 Run - Aligned to Described ITIL Activities and Processes

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This Slideshare presentation is a partial preview of the full business document. To view and download the full document, please go here:
http://flevy.com/browse/business-document/build-an-it-service-strategy-leveraged-by-itil-v2-and-3-run-aligned-to-described-itil-activities-and-processes-284

The "Deliver Business Value with IT" series provides a good overview and actionable material of the ways a CIO can provide valuable and effective support to your company strategy and leverages business model concepts to deliver business value from IT. Martin Palmgren propose an extremely solid piece of work that comes across as the A-Z reference of how to execute and implement IT strategy from a CEO and CIO level perspective."

Executive Summary:

The CIO and the IT Department need to position as premium provider of IT services and focus on value to cost.

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  • 1. . Copyright 2012 COMMUNICATE! Build an effective IT Delivery Model to meet Business Needs! - To deliver to set business strategy and objectives ! !! Break Out or How do we do this! 1  
  • 2. . Copyright 2012 COMMUNICATE! CEO, CFO, CIO, CTO, SVP, Architects, Strategy, Business Executives and the IT function in general. ! Target Audience! 3  
  • 3. . Copyright 2012 COMMUNICATE! BrightTalk Thought Leadership: http://www.brighttalk.com/community/it-service-management/webcasts?q=martin+palmgren ! Get your cloud strategy right: http://www.brighttalk.com/community/it-service-management/webcast/534/29211 ! Get your IT Service Strategy right: http://www.brighttalk.com/community/it-service-management/webcast/534/23630! Leverage Strategy with IT: http://www.brighttalk.com/community/it-service-management/webcast/534/22934 ! Cloud Computing: Fluff or Lightening? http://www.brighttalk.com/community/it-service-management/webcast/534/21892 ! Run IT as a Service Business! http://www.brighttalk.com/community/it-service-management/webcast/534/21389 ! In French: ! Cloud Computing : La tête dans les nuages?: http://www.brighttalk.com/community/it-service-management/webcast/534/21919 ! Baseline: Coût, Consommation, chargeback et contribution IT aux objectifs de l'entreprise : ! http://www.brighttalk.com/community/it-service-management/webcast/534/21388! Deliver Business Value with IT (the book) https://www.smashwords.com/books/view/290604  (the blog) http:// deliverbusinessvaluewithit.wordpress.com /! I also share perspective @ some of the top French Business Schools, notably EDHEC! International Thought Leadership! 5  
  • 4. . Copyright 2012 COMMUNICATE! Build the IT Service Strategy! - Leveraged by ITIL V 2 & 3! !! 7  
  • 5. . Copyright 2012 COMMUNICATE! Design, Build, Run! •  •  •  •  •  Service Strategy ()! Service Design ()! Service Transition ()! Service Operation: - Function (), - Process ()! Service Improvement () ! 9  
  • 6. Strategy Execution! IT Infrastructure Portfolio Management! Application Portfolio Management! Service Portfolio Management! Enterprise Portfolio Management:! Process based IT Architecture! Project Portfolio Management ! Performance Management:! Process based Business Architecture ! Product / service life cycle management! Business Strategic Intent! Strategy Articulation! Time to Market! . Copyright 2012 COMMUNICATE! Cost Effectiveness! Cycle Time! Time to Market (Governance: Performance & Conformity)! Business (IT) Strategy Road Map (How)! Focus on Strategy Articulation and execution! 11  
  • 7. . Copyright 2012 COMMUNICATE! With A Business (IT) Value Proposition “This is how we support business objectives with services in a time to market perspective” where we support business processes (Develop vision and strategy, Develop and manage products and services, Market and sell products and services, Deliver products and services, Manage customer services, Develop and manage Human Capital, Manage information technology, Manage financial resources, Acquire, construct and manage property, Manage environmental health and safety, Manage external relationships, Manage knowledge, improvement and change) where Business processes (bundled Business services) are supported by applications.! “This is how we support business objectives”! 13  
  • 8. “This is how we deliver IT services to the business”! Service strategy ! Delivery capability! Architecture! Security ! Full granular Financial Management! (IT) Business Model! IT Service Catalogue! “This is how we support business objectives with services in a time to market perspective” ! Business Service Catalogue! . Copyright 2012 COMMUNICATE! Business (IT) Value Proposition! end-to-end industrialisation of business processes! Strategy Execution! Time to Market (Governance: Performance & Conformity)! Business (IT) Strategy Road Map (How)! Processes! 15  
  • 9. Copyright 2012 COMMUNICATE! . • Service Strategy! • Service Design! • Service Transition! • Service Operation: - Function, - Process! • Service Improvement! ITIL: Service Strategy! Cost Effectiveness! Cycle Time!   Financial Management for IT Services! ! Value Added: ! ! ! ! ! ! ! ! ! ! ! ! ! ! In order to understand and assess the effectiveness of current IT investments, IT spend, and IT cost is collected and reviewed in the context of business priorities to industry best practice with Total Cost of Ownership with Cost, Consumption and Chargeback per user captured in an IT Baseline.! ! ! ! ! ! ! ! .! ! ! ! ! ! The review covers spend on technology, people and services. Spend figures are then benchmarked against similar organisations and current business goals/strategies.! ! ! ! ! ! ! ! ! ! ! The IT Services market can be divided by the primary methods of purchases made by end-users and service ! providers: ! ! Discrete — Project-specific contractual arrangement, with a predetermined scope of work to be completed within a given time period; and ! ! ! ! ! ! ! ! ! ! Outsourcing — Annuity-based contractual arrangement that details how an organization will provide services on an ongoing basis at a specified level of competency. Outsourcing arrangements usually last between two and five years, but may be either shorter or longer. ! 17  
  • 10. Copyright 2012 COMMUNICATE! . • Service Strategy! • Service Design! • Service Transition! • Service Operation: - Function, - Process! • Service Improvement! ITIL: Service Strategy! Cost Effectiveness! Cycle Time!   Financial Management for IT Services! ! ! ! ! ! Activities: ! ! ! ! ! ! ! ! ! ! ! ! ! Service Valuation: ! - Direct versus indirect costs,! - Labour costs, ! - Variable cost elements, ! - Translation from cost account data to service value! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! Service provisioning models and analysis: ! - Managed services, ! - Shared services, ! - Utility-based provisioning, ! - On-shore, off-shore or near-shore? ! - Service provisioning cost analysis ! ! Funding model alternatives: ! - Rolling plan funding, ! - Trigger-based plans, ! - Zero-based funding! ! Business Impact Analysis (BIA): ! - Service Level Management: IT Needs of the Business Activities ! ! ! ! ! - Financial Management: Identify Financial Objectives (IT Plans including Budgets), Cost Control Methods (Accounting), Charging Methods (Charging): Feedback on planned charges ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! 19  
  • 11. Copyright 2012 COMMUNICATE! . • Service Strategy! • Service Design! • Service Transition! • Service Operation: - Function, - Process! • Service Improvement! ITIL: Service Strategy!   Financial Management for IT Services! ! Key Decisions: ! Cost recovery, value centre or accounting centre? ! ! ! ! ! Chargeback: to charge or not to charge? ! ! ! ! ! Financial Management implementation checklist: ! ! ! ! ! ! - Track 1 – Plan! ! ! ! ! ! - Track 2 – Analyze! ! ! ! ! ! - Track 3 – Design! ! ! ! ! ! - Track 4 – Implement! ! ! ! ! ! Cost Effectiveness! Cycle Time! - Track 5 – Measure ! 21  
  • 12. Copyright 2012 COMMUNICATE! . • Service Strategy! • Service Design! • Service Transition! • Service Operation: - Function, - Process! • Service Improvement! ITIL: Service Strategy! Cost Effectiveness! Cycle Time!   Financial Management for IT Services! ! Cost: ! ! The cost fall into 3 broad categories: ! ! ! ! ! - Staff administration for Financial Management; ! ! ! ! ! - Extra hardware and book keeping software; and ! ! ! ! ! - Support Tools.! ! ! ! ! Once cost is visible, and particularly when charge back is in place, the demand for some services may fall. ! 23  
  • 13. Copyright 2012 COMMUNICATE! . • Service Strategy! • Service Design! • Service Transition! • Service Operation: - Function, - Process! • Service Improvement! ITIL: Service Strategy! Cost Effectiveness! Cycle Time!   Service Portfolio management! ! Objectives:! The Service Portfolio is divided into three categories: ! ! ! ! ! ! ! ! ! ! ! ! ! - Service Pipeline (proposed or in development); ! - Service Catalogue (Live or available for deployment); ! - Retired Services (decommissioned services). ! ! ! ! ! - Why should a customer buy a service?! ! ! ! ! - Why should they buy these services from us?! ! ! ! ! - Which is the pricing or chargeback models?! ! ! ! ! - Which are our strengths and weaknesses, priorities and risk?! ! ! ! ! - How should our resources and capabilities be allocated? ! ! ! ! Bench: ! ! ! ! Cost effectiveness, cycle time, capacity to understand customer needs, business contribution! 25  
  • 14. Copyright 2012 COMMUNICATE! . • Service Strategy! • Service Design! • Service Transition! • Service Operation: - Function, - Process! • Service Improvement! ITIL: Service Strategy! Cost Effectiveness! Cycle Time!   Service Portfolio management! ! In & Output: ! Input:! ! ! ! ! ! ! ! Decisions relate to budgetary and financial plans (budget allocations enforce the good use of resources). In this exercise Service Portfolio Management will engage with: ! ! ! ! ! - Newly chartered services are promoted to Service Design,! ! ! ! ! - Existing services will be refreshed in the Service Catalogue and! ! ! ! ! - Retired services are forwarded to Service Transition. 
 ! ! ! ! 27  
  • 15. Copyright 2012 COMMUNICATE! . • Service Strategy! • Service Design! • Service Transition! • Service Operation: - Function, - Process! • Service Improvement! ITIL: Service Strategy! Cost Effectiveness! Cycle Time!   Service Portfolio management! ! Value:! Fit for purpose?! ! ! ! Utility:! ! ! ! ! ! ! - Is performance Supported?! - Are constraints removed?! ! ! ! Fit for use?! ! ! ! Warranty:! ! ! ! ! ! ! ! ! - Is the service available in accordance to business needs (SLA / OLA)?! - Do we have enough capacity?! - Is the service delivery continuous?! - Is the service secure?! ! ! ! ! 29  
  • 16. Copyright 2012 COMMUNICATE! . • Service Strategy! • Service Design! • Service Transition! • Service Operation: - Function, - Process! • Service Improvement! ITIL: Service Strategy!   Demand Management! ! Added Value:! ! ! ! Cost Effectiveness! Cycle Time! Demand Management is a critical aspect of service management. Poorly managed demand is a source of risk for service providers because of uncertainty in demand. ! 31  
  • 17. Copyright 2012 COMMUNICATE! . • Service Strategy! • Service Design! • Service Transition! • Service Operation: - Function, - Process! • Service Improvement! ITIL: Service Strategy! Cost Effectiveness! Cycle Time!   Demand Management! ! Activities:!! Activity-based Demand Management, ! ! ! ! ! ! ! ! ! ! ! ! ! ! Unlike goods, services cannot be manufactured in advance and stocked, in anticipation of demand. The productive capacity of resources available to a service is adjusted accordingly to demand forecasts and patterns. Some types of capacity can be quickly increased as required and quickly released when not in use. The arrival of demand can be influenced by financial constraints or pricing incentives. ! ! ! ! ! ! ! ! ! ! ! Business activity patterns and user profiles: Business processes are the primary source of demand for services. Patterns of business activity (PBA) influence the demand patterns seen by the! service providers. ! ! ! ! ! ! ! ! ! ! ! ! ! It is very important to study the customers business to identify, analyse and understand such patterns to provide a sufficient foundation for capacity management. The fact to analyse and track activity patterns of the business process make it possible to predict demand for services in the catalogue that support the process. Additional demand generated by business activity is allocated to a unit of service capacity. Activity-!based Demand Management can link the demand patterns to ensure that the customerʼs business plans are synchronised with the service management plans of the service provider. ! ! ! ! ! ! ! ! ! 33  
  • 18. Copyright 2012 COMMUNICATE! . • Service Strategy! • Service Design! • Service Transition! • Service Operation: - Function, - Process! • Service Improvement! ITIL: Service Strategy!   Demand Management! ! Cost:! ! - Personnel: Release staff ! ! ! ! ! - Accommodation: Physical location (set-up and ongoing) ! ! ! ! ! - Software: Tools (set-up and ongoing) ! ! ! ! ! - Hardware: Infrastructure (set-up) ! ! ! ! ! Cost Effectiveness! Cycle Time! - Education: Training (set-up and ongoing). ! 35  
  • 19. Copyright 2012 COMMUNICATE! . • Service Strategy! • Service Design! • Service Transition! • Service Operation: - Function, - Process! • Service Improvement! ITIL: Service Design!   Service Catalogue Management! ! Added Value:! ! ! ! Cost Effectiveness! Cycle Time! This process ensures that a Service Catalogue is produced, maintained and contains accurate information on all operational services and those in developpement. ! 37  
  • 20. Copyright 2012 COMMUNICATE! . • Service Strategy! • Service Design! • Service Transition! • Service Operation: - Function, - Process! • Service Improvement! ITIL: Service Design! Cost Effectiveness! Cycle Time!   Service Catalogue Management! ! Activities:!! Business Service Catalogue and the Technical Service Catalogue. ! ! ! ! ! Key activities include to: ! ! ! ! ! - Agree on and document a service definition with all relevant parties ! ! ! ! ! - Interface with Service Portfolio Management to agree on content of the Service Portfolio and Catalogue ! ! ! ! ! - Produce and maintain a Service Catalogue and its contents ! ! ! ! ! ! ! ! ! ! ! - Interface with the business and IT Service Continuity Management on the dependencies of business units and their business processes with the supporting IT services, contained within the Business ! Service Catalogue ! ! ! ! ! ! ! ! ! ! ! - Interface with support teams, suppliers and Configuration management on interfaces and dependencies between IT services and the support services, components and CI contained within the Technical Service Catalogue ! ! ! ! ! ! ! ! - Interface with Business Relationship management and Service Level management to ensure information is aligned to the business process. ! ! 39  
  • 21. Copyright 2012 COMMUNICATE! . • Service Strategy! • Service Design! • Service Transition! • Service Operation: - Function, - Process! • Service Improvement! ITIL: Service Design! Cost Effectiveness! Cycle Time!   Service Catalogue Management! ! Terminology:! ! ! ! Operational Level Agreement (OLA): A written agreement between an IT Service Provider and another part of the same organization. ! ! ! ! ! Service Level Agreement (SLA): Agreement between an IT Service Provider and a customer. ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! Service Level Requirement (SLR): A customer requirement for an aspect of an IT Service. SLRs are based on business objectives and are used to negotiate agreed Service Level Targets. ! ! Business Impact Analysis (BIA): BIA is the activity in Business Continuity Management that identifies vital business functions and their dependencies. ! ! ! ! Configuration Item (CI): Any component that needs to be managed in order to deliver an IT Service. ! ! ! ! 41  
  • 22. Copyright 2012 COMMUNICATE! . • Service Strategy! • Service Design! • Service Transition! • Service Operation: - Function, - Process! • Service Improvement! ITIL: Service Design! Cost Effectiveness! Cycle Time!   Service Level Management! ! Added Value:! ! ! ! ! ! ! As enterprises become increasingly dependent on IT, they demand a higher quality of service. By the creation of an IT Service Management (ITSM) strategy, enterprises are able to maximize end-user productivity, improve operational effectiveness and enhance overall business performance. ! ! ! ! ! ! ! ! ! ! ! In addition, the effort creates a forum for communication between the IT organization and the business units. An ITSM strategy provides the basis for integrating IT measurement into operational and strategic IT management. In most cases, however, service management is not well-defined or not defined at all. ! ! ! ! ! ! ! ! Service Level Management principles form the basis on how to contribute to an ITSM culture to ensure that the right services with the appropriate quality are delivered, at the right cost, to end-users. ! ! ! ! ! ! ! ! Although Service Level Management (SLM) is focused heavily on CSI, this process also plays a major part in the Service Design book, involvement in Service Catalogue Management and Supplier Management. ! 43  
  • 23. Copyright 2012 COMMUNICATE! . • Service Strategy! • Service Design! • Service Transition! • Service Operation: - Function, - Process! • Service Improvement! ITIL: Service Design!   Service Level Management! ! Activities:!! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! Cost Effectiveness! Cycle Time! ! ! ! ! ! ! ! ! ! - Determine, negotiate, document and agree requirements for new or changed services in SLRs, and manage and review them through the service ! - Monitor and measure service performance achievements of all operational services against targets within SLAs ! - Define, measure and improve customer satisfaction ! - Produce service reports ! - Conduct service review and instigate improvements within an overall Service Improvement Plan (SIP) - Review and revise SLAs, service scope OLAs, contracts, and any other underpinning agreements ! - Develop and document contracts and relationships with the business, customers and stakeholders ! - Develop, maintain and operate procedures to log compliments and complaints ! - Provide the appropriate management information to aid performance management and demonstrate service ! achievement ! - Make available and maintain up-to-date SLM document templates and standards. ! 45  
  • 24. Copyright 2012 COMMUNICATE! . • Service Strategy! • Service Design! • Service Transition! • Service Operation: - Function, - Process! • Service Improvement! ITIL: Service Design! Cost Effectiveness! Cycle Time!   Service Level Management! ! Terminology: ! ! ! ! Operational Level Agreement (OLA): A written agreement between an IT Service Provider and another part of the same organization.! ! ! ! ! ! ! ! ! ! ! ! ! ! ! Service Catalogue: A database or structured document with information about all live IT services, including those available for deployment. The Service Catalogue is the only part of the Service Portfolio published to customers. Includes information about deliverables, prices, contact points, ordering and request ! processes. ! ! ! ! ! Service Improvement Plan (SIP): A formal plan to implement improvements to a process or IT service.! ! !! ! Service Level Agreement (SLA): Agreement between an IT Service Provider and a customer. ! ! ! ! ! ! ! ! Service Level Requirement (SLR): A customer requirement for an aspect of an IT Service. SLRs are based on business objectives and are used to negotiate agreed Service Level Targets. ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! Service Quality Plan (SQP): not specifically an SLM term, but strategically linked Management information for steering the IT organization Process parameters of the Service Management processes and ! the operational management Key Performance Indicators: ! Incident Management: resolution times for ! levels of impact ! ! ! ! Change Management: Processing times and costs of routine changes. ! ! ! ! ! ! ! Underpinning Contract (UC): A contract between an IT Service provider and a third party. The third party provides goods or services that support delivery of an IT service to a customer service design ! ! ! ! ! ! 47  
  • 25. Copyright 2012 COMMUNICATE! . • Service Strategy! • Service Design! • Service Transition! • Service Operation: - Function, - Process! • Service Improvement! ITIL: Service Design! Cost Effectiveness! Cycle Time!   Capacity Management! ! Added Value:! All applications put demand on the IT environment: ! ! ! ! ! ! ! ! ! ! ! ! ! ! The continuous spread of applications for enterprise resource planning (ERP), supply chain management, human-resources management and social media will impact IT with their heavy demands for bandwidth. Finally, additional applications are required to support the growing IT infrastructure of an organization (e.g. remote storage of back-up data, for example).! ! !! ! ! ! ! Failure to consider these issues will lead to negative effects on the business, as the capacity of the IT Environment simply does not match the requirements of the business. ! 49  
  • 26. Copyright 2012 COMMUNICATE! . • Service Strategy! • Service Design! • Service Transition! • Service Operation: - Function, - Process! • Service Improvement! ITIL: Service Design! Cost Effectiveness! Cycle Time!   Capacity Management! ! Activities:!! ! ! ! Business Capacity Management: This sub-process is responsible to ensure that the future business requirements for IT Services are considered, planned and implemented in a timely fashion. ! ! ! ! ! ! ! ! ! ! ! ! ! ! Service Capacity Management: The focus of this sub-process is the management of the performance of the live, operational IT Services used by the Customers. It is responsible for ensuring that the performance of all services, as detailed in the targets in the SLAs and SLRs, is monitored and measured, and that the collected data is recorded, analyzed and reported. ! ! ! ! ! ! ! ! ! ! ! ! ! ! Component Capacity Management: The focus in this sub-process is the management of the individual components of the IT Infrastructure. It is responsible to ensure that all components within the IT Infrastructure that have finite capacity are monitored and measured, and that the collected data is recorded, analyzed and reported. ! ! ! ! ! The underpinning activities of Capacity Management:! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! - Tune and optimise activities! - Monitor utilisation! - Manage and control threshold ! - Manage demand! - Model and trend ! - Application size adaptation! ! ! ! ! ! ! ! ! 51  
  • 27. Copyright 2012 COMMUNICATE! . • Service Strategy! • Service Design! • Service Transition! • Service Operation: - Function, - Process! • Service Improvement! ITIL: Service Design!   Capacity Management! ! In & Output: ! Input: ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! - Business information! - Service and IT information ! - Component performance and capacity information ! - Service performance issues ! - Service information ! - Financial information ! - Change information ! ! ! ! - Performance information ! - CMS ! - Workload information ! ! ! ! ! Output: ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! Cost Effectiveness! Cycle Time! - The Capacity Management Information System (CMIS) ! - The Capacity Plan ! - Service performance information and reports ! - Workload analysis and reports ! - Ad hoc capacity and performance reports ! - Forecasts and predictive reports ! - Thresholds, alerts and events! ! ! ! ! ! ! ! 53  
  • 28. Copyright 2012 COMMUNICATE! . • Service Strategy! • Service Design! • Service Transition! • Service Operation: - Function, - Process! • Service Improvement! ITIL: Service Design! Cost Effectiveness! Cycle Time!   Capacity Management! ! Cost: ! ! ! ! ! - Monitoring tools (for performance and utilisation) that cover hardware, operating system and application capacity capable to monitor and collect data from all required host, network and client environments! ! ! ! ! - Capacity Database (CDB) to hold a historic record of service, technical, utilisation, financial and business data! ! ! ! ! - Modeling tools: to perform simulation modeling and statistical analysis! ! ! ! ! - Project management: the implementation of Capacity Management should be treated as a project! ! ! ! ! ! ! ! ! ! ! ! ! - Staff: recruitment, training and consultancy cost associated with the set up of the Capacity Management process ! ! - Accommodation: provision of an adequate work environment and facilities, which may be distributed.! ! ! ! ! - Annual maintenance: and required upgrades of all hardware and software tools! ! ! ! ! - On going staff cost: that would include salaries, further training and ad-hoc consultancy! ! ! ! ! - Recurring accommodation: cost such as leasing, rental and energy cost. ! 55  
  • 29. Copyright 2012 COMMUNICATE! . • Service Strategy! • Service Design! • Service Transition! • Service Operation: - Function, - Process! • Service Improvement! ITIL: Service Design! Cost Effectiveness! Cycle Time!   Availability Management! ! ! Objectives:! ! ! ! ! ! ! To optimize the capability of the IT Infrastructure, services and the support organisation to deliver a cost effective and sustained level of Availability that matches or exceeds the current and future needs of the ! ! business. ! ! ! ! ! Bench: ! ! Availability to cost! ! ! ! 57   !
  • 30. Copyright 2012 COMMUNICATE! . • Service Strategy! • Service Design! • Service Transition! • Service Operation: - Function, - Process! • Service Improvement! ITIL: Service Design!   Availability Management! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! In & Output: ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! Cost Effectiveness! Cycle Time! Input:! - Business information ! - Business impact information ! - Previous Risk Analysis ! - Service information ! - Financial Information ! - Change and release information ! - Configuration management ! - Service targets ! - Component information ! - Technology information ! - Past performance ! - Unavailability and failure information ! ! Output: ! - Availability Management Information System (AIMS) ! - The Availability Plan for the proactive improvement of IT services and technology ! - Availability and recovery design criteria and proposed service targets for new or changed services ! - Service availability, reliability and maintainability reports of achievements against targets, including input for all ! service reports ! - Component availability ! - Revised risk analysis reviews and reports ! - Monitoring, management and reporting requirements for IT services and components ! - Availability management test schedule ! - Planned and preventative maintenance schedules ! - Projected Service Outage (PSO) ! 59  
  • 31. Copyright 2012 COMMUNICATE! . • Service Strategy! • Service Design! • Service Transition! • Service Operation: - Function, - Process! • Service Improvement! ITIL: Service Design! Cost Effectiveness! Cycle Time!   Availability Management! ! Process Relationships: ! The connection between Incident Management (detection), Problem Management ! ! ! ! (diagnosis), Change Management (repair time) and Availability Management! ! ! ! ! ! The following metrics are commonly used in Availability Management:! ! ! ! ! ! ! ! ! ! ! - Mean Time to Restore Services (MTTRS): average time between the occurrence of a fault and service! recovery (or the downtime).! ! ! ! ! ! ! ! ! ! - Mean Time Between Failures (MTBF): mean time between the recovery from one incident and the occurrence of the next incident.! ! ! ! ! ! ! ! ! ! ! ! ! ! - Mean Time Between System Incidents (MTBSI): mean time between the occurrences of two consecutive incidents. The MTBSI = MTTR+MTBF. The ratio of MTBF to MTBSI shows if there are many minor faults or just a few major faults. ! ! ! ! ! ! Availability reports may include the following metrics:! ! ! ! ! ! - Rate of availability (or unavailability) in terms of MTRS, MTBF and MTBSI! ! ! ! ! ! - Overall uptime and downtime, number of faults,! ! ! ! ! ! - Additional information about faults which actually or potentially result in unavailability. ! 61  
  • 32. Copyright 2012 COMMUNICATE! . • Service Strategy! • Service Design! • Service Transition! • Service Operation: - Function, - Process! • Service Improvement! ITIL: Service Design!   IT Service Continuity Management! ! Added Value:! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! Cost Effectiveness! Cycle Time! The biggest lesson enterprises should learn when building a resilient infrastructure is that they are mostly on their own. There are some tools, products and services to help. Outside network service provider offerings can be less than adequate and often the job of integration falls largely on the shoulders of the enterprise – as no one understands your business better than you. Major damage to the infrastructure can result in the failure of the enterprise. This is easy to understand in the financial services sector, but with more and more sectors relying on communications, real-time applications and storage-area networks, loss of the infrastructure can bring any enterprise to its knees. ! 63  
  • 33. Copyright 2012 COMMUNICATE! . • Service Strategy! • Service Design! • Service Transition! • Service Operation: - Function, - Process! • Service Improvement! ITIL: Service Design!   IT Service Continuity Management! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! Activities:!! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! Cost Effectiveness! Cycle Time! Stage 1: Initiate ! - Policy Setting ! - Specify terms of reference and scope ! - Define the project organization and scope ! - Allocate Resources ! - Agree on project and quality plans ! Stage 2: Collect Requirements and Articulate Strategy ! - Business Impact Analysis ! - Risk Analysis ! - Discuss recovery options (link to SLM) !! ! ! Stage 3: Implement ! - Write Continuity plans, including: ! ! - Emergency Response Plan ! ! - Damage Assessment Plan! ! - Salvage Plan ! ! - Crisis Management and PR Plan ! - Implement stand-by arrangements ! ! ! - Implement recovery options ! - Test the plans ! - Develop and implement procedures and working instructions. ! Stage 4: Operate! - Education, awareness and training - IT Staff need to be aware and trained to use the plans ! - Review to ensure deliverables from the ITSCM process remain current ! - Establish a program of regular testing ! - Link ITSCM to Change Management to keep plans and recovery options up-to-date. ! 65  
  • 34. Copyright 2012 COMMUNICATE! . • Service Strategy! • Service Design! • Service Transition! • Service Operation: - Function, - Process! • Service Improvement! ITIL: Service Design! Cost Effectiveness! Cycle Time!   IT Service Continuity Management! ! Terminology: ! Recovery Options: ! ! ! ! ! ! ! ! Do Nothing: Sometimes the business can function without this service. Manual Work around Administrative actions, takes a large amount of resource to enter data back into systems.! ! ! ! Reciprocal Arrangements: Agree to use the infrastructure of another organization for batch processing. ! ! ! ! ! ! ! ! Gradual Recovery (cold standby): An empty room available (in house or outsourced service), mobile or fixed, where IT infrastructure can be rebuilt. (Takes longer than 72 hours to recover) ! ! ! ! ! ! ! ! ! ! ! Intermediate Recovery (warm standby): A contract with 3rd party recovery organization to use their infrastructure in a contingency situation. Backup tapes should be available at the crisis site at all times. (Takes 24 to 72 hours to recover) ! ! ! ! ! ! ! ! ! ! ! Immediate Recovery (hot standby): Rent floor space at the recovery site with infrastructure available and data mirrored from the operational systems. Or have a full duplication of system (components) for instantaneous recovery (or near to). (Takes up to 4 hours to recover) ! ! ! ! 67  
  • 35. Copyright 2012 COMMUNICATE! . • Service Strategy! • Service Design! • Service Transition! • Service Operation: - Function, - Process! • Service Improvement! ITIL: Service Design!   Information Security Management! ! Added Value:! ! ! ! ! ! ! ! ! ! Cost Effectiveness! Cycle Time! ! ! Security defines how the IT Business will ensure IT RISK and Business Continuity in the future. The Security perspective provides the basis to identify projects and standards required to achieve to the desired ! future state. ! 69  
  • 36. Copyright 2012 COMMUNICATE! . • Service Strategy! • Service Design! • Service Transition! • Service Operation: - Function, - Process! • Service Improvement! ITIL: Service Design! Cost Effectiveness! Cycle Time!   Information Security Management! ! Activities:!! - Produce, review and revision an overall Information Security Policy and support policies! ! ! ! ! - Communicate, implement and enforce security policies! ! ! ! ! - Assess and classify all information assets and documentation! ! ! ! ! - Implementation, review, revision and improvement of security controls and risk assessment and responses! ! ! ! ! - Monitor and manage of all security breaches and major security incidents! ! ! ! ! ! ! ! ! ! ! ! ! - Analyse, report and reduce volumes and impact of security breaches and Schedule and! completion of security reviews, audits and penetration tests. ! 71  
  • 37. Copyright 2012 COMMUNICATE! . • Service Strategy! • Service Design! • Service Transition! • Service Operation: - Function, - Process! • Service Improvement! ITIL: Service Design! Cost Effectiveness! Cycle Time!   Information Security Management! ! Terminology: ! Confidentiality: Protect information against unauthorised access and use.! ! ! ! ! Integrity: Accuracy, completeness and timeliness of the information.! ! ! ! ! ! ! ! Availability: The information should be accessible at any agreed time. This depends on the continuity provided by the information processing systems.! ! ! ! ! ! ! ! Security Baseline: The security level adopted by the IT organization for its own security and from the point of view of good ʻdue diligenceʼ.! ! ! ! ! Security Incident: Any incident that may interfere with achieving the SLA security requirements; a threat.! ! ! ! ! Verifiability: Ability to verify that information is used correctly and that security measures are effective.! ! ! ! ! ! ! ! Security Baseline: The security level adopted by the IT organisation for its own security and from the point of view of good ʻdue diligenceʼ. ! 73  
  • 38. Copyright 2012 COMMUNICATE! . • Service Strategy! • Service Design! • Service Transition! • Service Operation: - Function, - Process! • Service Improvement! ITIL: Service Design!   Information Security Management! ! ! ! Cost:! -­‐  Cost Awareness! ! ! ! ! - Production of the security plan! ! ! ! ! - Measures taken regarding security management! ! ! ! ! - Maintaining the plan! ! ! ! ! - Testing and reviewing the plan! ! ! ! ! Cost Effectiveness! Cycle Time! - Education of staff. ! 75  
  • 39. Copyright 2012 COMMUNICATE! . • Service Strategy! • Service Design! • Service Transition! • Service Operation: - Function, - Process! • Service Improvement! ITIL: Service Design! Cost Effectiveness! Cycle Time!   Supplier Management! ! Objectives:! The main objective of Supplier Management is to:! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! - Obtain value for money from supplier and contracts! ! ! ! ! - Manage relationships with suppliers! ! ! ! ! - Manage supplier performance! ! ! ! ! - Negotiate and agree contracts with suppliers and manage them through their lifecycle! ! ! ! ! - Maintain a supplier policy and a supporting Supplier and Contract Database (SCD). ! ! Bench: ! ! ! ! - Ensure the underpinning contracts and agreements with suppliers are aligned to business needs, and support and align with agreed targets in SLRs and SLAs, in conjunction with SLM! ! 77  
  • 40. Copyright 2012 COMMUNICATE! . • Service Strategy! • Service Design! • Service Transition! • Service Operation: - Function, - Process! • Service Improvement! ITIL: Service Design! Cost Effectiveness! Cycle Time!   Supplier Management! ! Terminology: ! ! ! ! Supplier and Contract Database (SCD): A database or structured document used to manage supplier contracts throughout their lifecycle. ! ! ! ! ! ! ! ! ! ! ! ! ! Service Level Agreement (SLA): An agreement between an IT Service Provider and a customer. ! ! Service Level Requirement (SLR): A customer requirement for an aspect of an IT service. ! ! ! ! ! Underpinning Contract (UC): A contract between an IT Service Provider and a third party. ! ! ! 79   !
  • 41. . Copyright 2012 COMMUNICATE! Design, Build, Run! •  Service Transition ()! ! ! - Transition Planning and Support ()! ! ! - Change Management ()! ! ! - Service Asset & Configuration Management ()! ! ! ! ! ! ! ! ! - Release & Deployment Management ()! - Service Validation and Testing ()! - Evaluation ()! - Knowledge Management ()! 81  
  • 42. Copyright 2012 COMMUNICATE! . • Service Strategy! • Service Design! • Service Transition! • Service Operation: - Function, - Process! • Service Improvement! ITIL: Service Transition! Cost Effectiveness! Cycle Time!   Transition Planning and Support! ! Objectives:! The objective of this process is to: ! ! ! ! ! ! ! ! - Plan and coordinate the resources to establish successfully a new or changed service into production within the predicted cost, quality and time estimates, ! ! ! ! ! ! ! ! - Ensure that all parties adopt the common framework of standard re-usable processes and supporting systems in order to improve the effectiveness and efficiency of integrated planning and coordination activities, ! ! ! ! ! ! ! ! - Provide clear and comprehensive plans that enable the customer and business change projects to align their activities with the Service Transition plans. ! ! Bench: ! ! ! ! Time to delivery and cost! 83  
  • 43. Copyright 2012 COMMUNICATE! . • Service Strategy! • Service Design! • Service Transition! • Service Operation: - Function, - Process! • Service Improvement! ITIL: Service Transition! Cost Effectiveness! Cycle Time!   Transition Planning and Support! ! Terminology: ! ! ! ! Request for Change (RFC): A formal proposal for a change to be made. An RFC includes details of the proposed change, and may be recorded on paper or electronically. ! ! ! ! ! ! ! ! ! ! ! Service Acceptance Criteria (SAC): A set of criteria used to ensure that an IT Service meets its functionality and quality requirements and that the IT Service Provider is ready to operate the new IT service when it has been deployed. ! ! ! ! ! ! ! ! Service Design Package (SDP): Define all aspects of an IT service and its requirements through each stage of its lifecycle. A SDP is produced for all new IT service, major change & IT service requirements. ! 85  
  • 44. Copyright 2012 COMMUNICATE! . • Service Strategy! • Service Design! • Service Transition! • Service Operation: - Function, - Process! • Service Improvement! ITIL: Service Transition!   Transition Planning and Support! ! In & Output: ! Input:! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! - Authorized Request For Change ! - Service Design package ! - Release package definition and design specification ! - Service Acceptance Criteria (SAC) ! ! ! ! ! Output:! ! ! ! ! ! ! ! ! Cost Effectiveness! Cycle Time! - Transition strategy! - Integrated set of Service Transition plans.! 87  
  • 45. Copyright 2012 COMMUNICATE! . • Service Strategy! • Service Design! • Service Transition! • Service Operation: - Function, - Process! • Service Improvement! ITIL: Service Transition! Cost Effectiveness! Cycle Time!   Change Management! ! Objectives:! ! ! ! ! ! ! ! ! ! The objective of the Change Management process is to ensure that standardised methods and procedures are used to effectively handle all changes, in order to minimise the impact of change related Incidents on service quality, and consequently to improve the day-to-day operations of the organization. Change Management cover the questions that must be answered for all changes. ! ! ! ! ! 1. Who requested the change?! ! ! ! ! 2. Reason for the change?! ! ! ! ! 3. Return required from the change?! ! ! ! ! 4. Risk involved in the change?! ! ! ! ! 5. Resources required to deliver the change?! ! ! ! ! 6. Responsible for the build, test and implementation of the change?! ! ! ! ! 7. Relationship between this change and other changes?! ! Bench: ! ! ! ! Cost effectiveness, cycle time, capacity to understand customer needs, business contribution! 89  
  • 46. Copyright 2012 COMMUNICATE! . • Service Strategy! • Service Design! • Service Transition! • Service Operation: - Function, - Process! • Service Improvement! ITIL: Service Transition! Cost Effectiveness! Cycle Time!   Change Management! ! In & Output: ! Input:! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! - Policy and strategies for change and release ! - Request for change ! - Change proposal ! - Plans – change, transition, release, deployment, test, evaluation and remediation ! - Current change schedule and PSO ! - Current assets or configuration items e.g. baseline, service package, release package ! - As-planned configuration baseline ! - Test results, test report and evaluation report. ! ! ! ! ! Output:! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! - Rejected Request For Change ! - Approved Request For Change ! - Change the services, service or infrastructure resulting from approved Request For Change ! - New, changed or disposed assets or configuration items, e.g. baseline, service package, release package ! - Change schedule ! - Revised PSO ! - Authorized change plans ! - Change decisions and actions ! - Change documents and records ! - Change Management reports. ! ! ! ! ! ! ! ! ! ! ! 91  
  • 47. Copyright 2012 COMMUNICATE! . • Service Strategy! • Service Design! • Service Transition! • Service Operation: - Function, - Process! • Service Improvement! ITIL: Service Transition! Cost Effectiveness! Cycle Time!   Change Management! ! ! ! ! ! ! Cost:! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! - Personnel: Staff (set-up and ongoing) ! - Accommodation: Physical location (set-up and ongoing) ! - Software – Tools (set-up and ongoing) ! - Hardware: Infrastructure (set-up) ! - Education: Training (set-up and ongoing) ! - Procedures: External consultants etc. (set-up). ! ! ! ! ! The two major cost items for Change Management are for staff and software tools support. ! 93  
  • 48. Copyright 2012 COMMUNICATE! . • Service Strategy! • Service Design! • Service Transition! • Service Operation: - Function, - Process! • Service Improvement! ITIL: Service Transition! Cost Effectiveness! Cycle Time!   Service Asset and Configuration Management! ! Objectives:! ! ! ! The objective is to define and control the components of services and infrastructure and maintain accurate configuration information on the historical, planned and current state of the services and infrastructure! ! ! ! Bench: ! ! Cost effectiveness, cycle time, capacity to understand customer needs, business contribution! ! ! 95   !
  • 49. Copyright 2012 COMMUNICATE! . • Service Strategy! • Service Design! • Service Transition! • Service Operation: - Function, - Process! • Service Improvement! ITIL: Service Transition!   Service Asset and Configuration Management! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! In & Output: ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! Cost Effectiveness! Cycle Time! Input: ! - Authorized RFC ! - Service package, SLP ! - SDP, including service model and SAC ! - IT service continuity plan and related business continuity plan ! - Service management and operations plans and standards ! - Technology and procurement standards and catalogues ! - Acquired service assets and components and their documentation ! - Build models and plans ! - Environment requirements and specifications ! - Release policy and release design from Service Design ! - Release and deployment models including template plans ! - Exit and entry criteria for each stage of release and deployment ! Output: ! - Release and deployment plans ! - Completed RFCs for the release and deployment activities ! - Service notification, Updated service catalogue ! - New tested service capability and environment ! - New or changed Service Management documentation! - Service package that defines the requirements from the business/customer for the service ! - SLP that defines the service level requirements ! - SLA, underpinning OLAs, and contracts ! - Service model, New or changed service reports ! - Tested continuity plans ! - Complete and accurate configuration item list ! - Service capacity plan that is aligned to the relevant business plans, - Service Transition Report. ! 97  
  • 50. Copyright 2012 COMMUNICATE! . • Service Strategy! • Service Design! • Service Transition! • Service Operation: - Function, - Process! • Service Improvement! ITIL: Service Transition!   Release and Deployment Management! ! Added Value:! ! ! ! ! ! ! ! ! ! ! ! ! Cost Effectiveness! Cycle Time! IT operations groups continue to struggle with the incorporation of application, infrastructure, and operational changes into their IT production environments. IT operations groups will increasingly seek to maintain/improve change management service levels as they formalise and adopt processes that enable improved acceptance of change into the production environment (e.g., production acceptance [PA], production control, quality assurance [QA], release management). ! 99  
  • 51. Copyright 2012 COMMUNICATE! . • Service Strategy! • Service Design! • Service Transition! • Service Operation: - Function, - Process! • Service Improvement! ITIL: Service Transition!   Release and Deployment Management! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! Activities:!! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! Cost Effectiveness! Cycle Time! ! ! ! -Plan! - Release and deployment plans ! - Pass/fail criteria ! - Build and test prior to production ! - Planning pilots, release packaging and build ! - Deployment planning ! - Financial/commercial planning ! - Preparation for build, test and deployment ! - Build and test ! - Release and build documentation, Acquire and test input configuration items and components, Release packaging ! - Build and manage the test environments ! - Service testing and pilots ! - Service rehearsals, Plan – prepare for the day, Do – deliver the rehearsal, Check – document the day ! - Act – take action following the rehearsal, Pilots ! - Prepare and plan for deployment ! - Perform transfer, deployment and retirement ! - Verify Deployment ! - Early life support ! - Review and close a deployment ! - Review and close Service Transition. ! - Release management should be used for: ! - Large or critical hardware deployment, especially when there is a dependency on a related software Change in the business systems, i.e. not every single PC needs to be installed. ! - Major software deployment, especially initial instances of new applications along with accompanying software distribution and support procedures for subsequent use if required. ! - Bundling or batching related sets of Changes into manageable-sized units. ! - Release design options and considerations: ʻBig Bangʼ vs. Phased Push & Pull Automation vs. Manual. ! 101  
  • 52. Copyright 2012 COMMUNICATE! . • Service Strategy! • Service Design! • Service Transition! • Service Operation: - Function, - Process! • Service Improvement! ITIL: Service Transition! Cost Effectiveness! Cycle Time!   Release and Deployment Management! ! Terminology: ! ! ! ! Release: A collection of hardware, software, documentation, processes or other components required to implement one or more approved changes to IT services. ! ! ! ! ! ! ! ! Release Unit: Components of an IT service that are normally released together, e.g. one release unit could be a Desktop PC, including hardware, software, licenses, documentation etc. ! ! ! ! ! ! ! ! Definitive Spares (DS) – (previously known as DHS) Physical storage of all spare IT components and assemblies maintained at the same level as within the live environment. ! ! ! ! ! ! ! ! ! ! ! Definitive Media Library (DML) (previously known as the DSL) One or more locations in which the definitive and approved versions of all software configurations items are securely stored. The DML may also contain associated CIs such as licenses and documentation. ! ! ! ! ! ! ! ! ! Configuration Management: Database (CMDB) A database used to store configuration records throughout their ! lifecycle. ! 103  
  • 53. Copyright 2012 COMMUNICATE! . • Service Strategy! • Service Design! • Service Transition! • Service Operation: - Function, - Process! • Service Improvement! ITIL: Service Transition!   Service Validation & Testing! ! Added Value:! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! Cost Effectiveness! Cycle Time! Service Validation contributes to quality assurance – establishing that the service design and release will deliver a new or changed service or service offering that is fit for purpose and fit for use. Testing is a vital area within Service Management and has often been the unseen underlying cause of what was taken to be inefficient Service Management processes. If services are not tested sufficiently then their introduction into the operational environment will bring rise in: Incidents – failures in service elements and mismatches between what was wanted and what was delivered impact on business support Service Desk calls for assistance – services that are not functioning as intended are inherently less intuitive causing higher support requirements Problems and errors – that are harder to diagnose in the live environment Costs – since errors are more expensive to fix in production than if found in testing Services - that are not used effectively by the users to deliver the desired value. ! 105  
  • 54. Copyright 2012 COMMUNICATE! . • Service Strategy! • Service Design! • Service Transition! • Service Operation: - Function, - Process! • Service Improvement! ITIL: Service Transition!   Service Validation & Testing! ! ! ! ! ! ! ! Activities:!! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! Cost Effectiveness! Cycle Time! - Validation and test management ! - Plan and design test ! - Verify test plan and test design ! - Prepare test environments ! - Perform tests ! - Evaluate exit criteria and report ! - Test clean up and closure. ! 107  
  • 55. Copyright 2012 COMMUNICATE! . • Service Strategy! • Service Design! • Service Transition! • Service Operation: - Function, - Process! • Service Improvement! ITIL: Service Transition! Cost Effectiveness! Cycle Time!   Service Validation & Testing! ! Terminology: ! ! ! ! ! ! ! Acceptance: Formal agreement that an IT service, process, plan or other deliverable is complete, accurate reliable and meets its specified requirements. Acceptance is usually preceded by evaluation or testing and is often required before proceeding to the next stage of a project or process.! ! ! ! ! ! ! ! ! ! ! Evaluation: Responsible for assessing a new or changes IT service to ensure that risks have been managed and to help determine whether to proceed with the change. Fit for Purpose Describes whether the process, CI, IT service etc. is capable of meeting its objectives or service levels.! ! ! ! ! Test: The activity that verifies that a CI, IT Service, process etc. meets its specified or agreed requirements.! ! ! ! ! ! ! ! ! ! ! Validation: The activity that ensures a new or changed IT service, process, plan or other deliverable meets the needs of the business. Validation ensures that business requirements are met even though these may have changed since the original design phase. ! 109  
  • 56. Copyright 2012 COMMUNICATE! . • Service Strategy! • Service Design! • Service Transition! • Service Operation: - Function, - Process! • Service Improvement! ITIL: Service Transition!   Evaluation! ! Added Value:! ! ! ! ! ! ! ! ! ! ! ! ! Cost Effectiveness! Cycle Time! Evaluation is a generic process that considers whether the performance of something is acceptable, value for money etc. – and whether it will be proceeded with, accepted into use, paid for, etc. Evaluation is concerned with value. Specifically, effective evaluation will establish the use made of resources in terms of delivered benefit and this information will allow a more accurate focus on value in future service development and Change Management. ! 111  
  • 57. Copyright 2012 COMMUNICATE! . • Service Strategy! • Service Design! • Service Transition! • Service Operation: - Function, - Process! • Service Improvement! ITIL: Service Transition!   Evaluation! ! ! ! ! ! ! ! ! ! ! Activities:!! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! Cost Effectiveness! Cycle Time! - Service evaluation terms ! - Evaluation process ! - Evaluation plan ! - Understanding the intended effect of a change ! - Factors for considering the effect of a service change ! - Evaluation of predicted performance ! - Evaluation of actual performance ! - Risk management ! - Deviations – predicted vs. actual performance ! - Test plan and results. ! 113  
  • 58. Copyright 2012 COMMUNICATE! . • Service Strategy! • Service Design! • Service Transition! • Service Operation: - Function, - Process! • Service Improvement! ITIL: Service Transition! Cost Effectiveness! Cycle Time!   Evaluation! ! Terminology: ! ! ! ! ! ! ! Service Acceptance Criteria (SAC): A set of criteria used to ensure that an IT Service meets its functionality and quality requirements and that the IT Service Provider is ready to operate the new IT service when it has been deployed. ! ! ! ! ! ! Service Design Package (SDP): Document(s) defining all aspects of an IT service and its requirements at each stage of its life cyce SDP is produced for each new IT service, major change, or IT service requirement. ! ! ! 115  
  • 59. Copyright 2012 COMMUNICATE! . • Service Strategy! • Service Design! • Service Transition! • Service Operation: - Function, - Process! • Service Improvement! ITIL: Service Transition!   Knowledge Management! ! Added Value:! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! Cost Effectiveness! Cycle Time! ! An organisationʼs ability to deliver a quality service or process rests, to a significant extent, on its ability to respond to circumstances. To enable this to happen, those involved must have a sound understanding of the situation, the options, consequences and benefits. An example of this knowledge in the Service Transition phase may include: Identity of stakeholders, Acceptable risk levels and performance expectations, Available resource and timescales. The relevance and quality of the knowledge rests in turn on the accessibility, quality and continued relevance of the underpinning data and information ! ! available to service staff. ! ! 117   !
  • 60. Copyright 2012 COMMUNICATE! . • Service Strategy! • Service Design! • Service Transition! • Service Operation: - Function, - Process! • Service Improvement! ITIL: Service Transition! Cost Effectiveness! Cycle Time!   Knowledge Management! ! Activities:!! ! ! ! ! ! ! ! ! ! ! ! ! - Knowledge Management strategy – specifically Knowledge Management will identify and plan for the capture of relevant knowledge and the consequential information and data that will support it. ! - Knowledge transfer – this is the activity through which one unit (e.g. group or department) is affected by the experiences of another. The form of knowledge transfer must suit those who will use it, examples of criteria/!examples that can be used are:! ! ! ! ! ! ! ! ! ! ! ! ! - Learning styles ! - Knowledge visualization ! - Driving behavior ! - Seminars, webinars and advertising ! - Journals and newsletters. ! - Data and information management – knowledge rests on the management of the information and data that underpins it. For this process to be efficient it requires answers to some key input questions, such as how the data and information will be used, what conditions will need to be monitored, what data is available, what are the associated costs, legislative and requirements etc. ! - Data and Information requirements ! - Data and information management procedures ! - Evaluation and improvement. ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! 119  
  • 61. Copyright 2012 COMMUNICATE! . • Service Strategy! • Service Design! • Service Transition! • Service Operation: - Function, - Process! • Service Improvement! ITIL: Service Transition! Cost Effectiveness! Cycle Time!   Knowledge Management! ! ! Terminology: ! ! ! ! Service Knowledge Management System (SKMS): A set of tools and databases used to manage knowledge ! and information. ! ! ! ! ! ! ! ! Configuration Management System (CMS): A set of tools and databases used to manage an IT Service Providerʼs configuration data. ! ! ! ! ! Known Error Database (KEDB): A database containing all Known Error Records. ! ! ! ! ! ! ! ! Definitive Media Library (DML): One or more locations in which the definitive and approved versions of all software configuration items are securely stored. ! 121  
  • 62. . Copyright 2012 COMMUNICATE! Design, Build, Run! •  Service Operation: Function ()! ! ! - Service Desk Function ()! ! ! - Technical Management Function ()! ! ! - IT Operations Management Function ()! ! ! - Application Management Function()! ! ! ! 123  
  • 63. Copyright 2012 COMMUNICATE! . • Service Strategy! • Service Design! • Service Transition! • Service Operation: - Function, - Process! • Service Improvement! ITIL: Service Operation Function! Cost Effectiveness! Cycle Time!   Service Desk! ! Objectives:! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! The objective of the Service Desk is to restore the ʻnormal serviceʼ to the users as quickly as possible. This could involve anything that is required to allow the users to return to working satisfactorily. !! ! The main types of Service Desks are: Call Centre: only call dispatching, no other activities done, Helpdesk: managing, coordinating and resolving incidents, Service Desk: extends the range of services, handling incidents, problems and questions while providing an interface to other ITIL processes such as Service Level Management, Change Management, Availability Management, Capacity Management and Financial Management for IT. ! ! ! ! ! ! There are 4 different Service Desk structures: Local Service Desk: service desk per geographic location supporting local users, Central Service Desk: a central physical Service Desk supporting multiple user groups across multiple geographic locations, Virtual Service Desk: a non-physical, single point of contact for multiple user groups, Follow the Sun: using “round the world” service desk structure to provide 24 hour support.! ! ! ! Bench: ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! Continuous operations! 125   !
  • 64. Copyright 2012 COMMUNICATE! . • Service Strategy! • Service Design! • Service Transition! • Service Operation: - Function, - Process! • Service Improvement! ITIL: Service Operation Function! Cost Effectiveness! Cycle Time!   Service Desk! ! Terminology:! ! ! ! Incident: An unplanned interruption to an IT service or reduction in the quality of an IT service. Failure of a configuration item that has not yet affected service is also an incident. ! ! ! ! ! ! ! ! Request for Change (RFC): A formal proposal for a change to be made. An RFC includes details of the proposed change, and may be recorded on paper or electronically. ! ! ! ! ! ! ! ! ! Service Request: A request from a user for information or advice, or for a standard change or for access to ! an IT service. ! ! ! ! ! ! ! ! Single Point of Contact (SPOC): Providing a single consistent way to communicate with an organization or business unit. Usually a Service Desk. ! 127  
  • 65. Copyright 2012 COMMUNICATE! . • Service Strategy! • Service Design! • Service Transition! • Service Operation: - Function, - Process! • Service Improvement! ITIL: Service Operation Function!   Technical Management! ! Added Value:! ! ! ! ! ! ! ! ! ! ! ! ! Cost Effectiveness! Cycle Time! As the custodian of technical knowledge and expertise related to manage the IT Infrastructure, the Technical Management function provides technical skills and resources needed to support the ongoing operation of the IT Infrastructure. Technical Management also plays an important role as they provide the resources to support the IT Service Management lifecycle. It ensures resources are effectively trained and deployed to design, build, transition, operate and improve the technology to deliver and support IT Services. ! 129  
  • 66. Copyright 2012 COMMUNICATE! . • Service Strategy! • Service Design! • Service Transition! • Service Operation: - Function, - Process! • Service Improvement! ITIL: Service Operation Function! Cost Effectiveness! Cycle Time!   Technical Management! ! ! Activities:!! ! ! ! - Identify the knowledge and expertise required to manage and operate the IT infrastructure and to deliver ! IT services. ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! - Document skills that exist in the organization, as well as those that need to be developed. ! - Initiate training programs to develop and refine the skills in the appropriate technical resources and maintaining training records for all technical resources. ! - Design and deliver training for users, the Service Desk and other groups. ! - Recruit or contract resources with skills that cannot be developed internally, or where there are insufficient resources to perform the required Technical Management activities. ! - Procure skills for specific activities where the required skills are not available internally or in the open market, or where it is more cost-effective to do so.! ! ! ! ! ! ! - Research and develop solutions which can be used to simplify, automate or reduce costs as well as Model ! and forecast workload. ! 131   !
  • 67. Copyright 2012 COMMUNICATE! . • Service Strategy! • Service Design! • Service Transition! • Service Operation: - Function, - Process! • Service Improvement! ITIL: Service Operation Function!   IT Operations Management! ! Added Value:! ! ! ! ! ! ! ! ! ! Cost Effectiveness! Cycle Time! IT Operations is the function responsible for the daily operational activities needed to manage the IT Infrastructure. This is done according to the performance standards defined during Service Design. In some organizations this is a single, centralized department, while in others some activities and staff are centralized and some are provided by distributed and specialized departments. ! 133  
  • 68. Copyright 2012 COMMUNICATE! . • Service Strategy! • Service Design! • Service Transition! • Service Operation: - Function, - Process! • Service Improvement! ITIL: Service Operation Function! Cost Effectiveness! Cycle Time!   IT Operations Management! ! Activities:!! IT Operations Managements has two unique functions, which are usually organized in the following structure: ! ! ! ! ! ! ! ! ! ! ! Operations Control: oversees the execution and monitoring of the operational activities and events in the IT infrastructure. E.g. console management, job scheduling, backup and restore, print and output management, and maintenance activities. ! ! ! ! ! ! ! ! ! ! Facilities Management: management of the physical IT environment, usually data centers or computer rooms. In some organizations, many physical components have been outsourced and Facilities Management may include the management of the outsourcing contracts. E.g. data centers, recovery sites, and contracts etc. ! ! ! ! ! 135  
  • 69. Copyright 2012 COMMUNICATE! . • Service Strategy! • Service Design! • Service Transition! • Service Operation: - Function, - Process! • Service Improvement! ITIL: Service Operation Function!   Application Management! ! Objectives:! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! Cost Effectiveness! Cycle Time! ! ! ! Bench: ! ! ! This function plays a key role as we identify functional and manageable requirements for application software, and deciding whether an application will be built in-house or purchased from an external source. Executed with Technical Management, Applications Management ensure the knowledge required to design, test, manage and improve IT services is identified, developed and refined. As Application Management perform this role it is able to ensure that the organisation has access to the right type and level of human resources to manage applications and therefore meet business objectives. This starts in Service Strategy and is expanded in Service Design, tested in Service Transition and refined in Continual Service Improvement. ! ! ! 137   ! !
  • 70. Copyright 2012 COMMUNICATE! . • Service Strategy! • Service Design! • Service Transition! • Service Operation: - Function, - Process! • Service Improvement! ITIL: Service Operation Function!   Application Management! ! ! ! ! ! ! Cost: ! ! ! ! ! ! ! ! ! ! ! ! Cost Effectiveness! Cycle Time! ! ! ! ! ! ! ! -Personnel: To staff the Service Desk (set-up and ongoing)! - Accommodation: Physical location (set-up and ongoing) ! - Software: Tools (set-up and ongoing) ! - Hardware: Infrastructure (set-up) ! - Education: Training (set-up and ongoing) ! - Procedures: External consultants etc. (set-up). ! 139  
  • 71. Copyright 2012 COMMUNICATE! . • Service Strategy! • Service Design! • Service Transition! • Service Operation: - Function, - Process! • Service Improvement! ITIL: Service Operation Process!   Event Management! ! Added Value:! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! Cost Effectiveness! Cycle Time! An event can be defined as any detectable or discernable occurrence that has significance for the management of the IT Infrastructure or the delivery of IT service and evaluation of the impact a deviation might cause to the services. Events are typically notifications created by an IT service, Configuration Item (CI) or monitoring tool. Effective Service Operation is dependent on knowing the status of the infrastructure and detecting any deviation from normal or expected operation. This is provided by good monitoring and control systems, which are based on two types of tools: - Active monitoring tools that poll key CIs to determine their status and availability. Any expectations will generate an alert that needs to be communicated to the appropriate tool or team for action; and - Passive monitoring tools that detect and correlate operational alerts or communications generated by CIs. ! 141  
  • 72. Copyright 2012 COMMUNICATE! . • Service Strategy! • Service Design! • Service Transition! • Service Operation: - Function, - Process! • Service Improvement! ITIL: Service Operation Process!   Event Management! ! Activities:!! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! Cost Effectiveness! Cycle Time! ! ! ! ! ! ! ! ! Event Occurs – Events occur continuously, but not all of them are detected or registered. It is therefore important that everybody involved in designing, developing, managing and supporting IT services and the IT infrastructure that they run on understands what kind of events need to be detected. ! Event Notification – Most CIs are designed to communicate certain information about themselves in one of two ways: • A device is interrogated by a management tool, which collects certain targeted data. This is often called polling. • The CI generates a notification when certain conditions are met. The ability to produce these notifications has to be designed and built into the CI, for example, a programming hook inserted into an ! application. ! Event Detection – Once an Event notification has been generated, it will be detected by an agent running on the same system, or transmitted directly to a management tool specifically designed to read and interpret the meaning of the event. ! Event Filtering – The purpose of filtering is to decide whether to communicate the event to a management tool or to ignore it. If ignored, the event will usually be recorded in a log file on the device, but no further action ! will be taken. ! Significance of Events – Every organization will have its own categorization of the significance of an event, but it is suggested that at least these three broad categories be represented: • Informational: This refers to an event that does not require any action and does not represent an exception. They are typically stored in the system or service log files and kept for a predetermined period. • Warning: A warning is an event that is generated when a service or device is approaching a threshold. Warnings are intended to notify the appropriate person, process or tool so that the situation can be checked and appropriate action taken to avoid an exception. • Exception: An exception means that a service or device is currently operating abnormally. Typically this means that an OLA or SLA has been breached and the business has been impacted. Exceptions could represent a total failure, impaired functionality or degraded performance. !! ! ! Event Correlation – If an event is significant, a decision has to be made about exactly what the significance is and what actions need to be taken to deal with it. It is here that the meaning of the event is determined. ! ! Trigger – If the correlation activity recognizes an event, a response will be required. The mechanism used to initiate that response is also called a trigger. There are many different types of triggers, each designed specifically for the task it has to initiate. Some examples could include: • !Incident triggers that generate a record in the Incident Management system. • Change Triggers that generate an RFC • Scripts that execute specific actions • Paging systems that will notify a person or team of an event via mobile phone • Database triggers that restrict access of a user to specific records or fields, or that create or delete entries in the database. ! 143  
  • 73. Copyright 2012 COMMUNICATE! . • Service Strategy! • Service Design! • Service Transition! • Service Operation: - Function, - Process! • Service Improvement! ITIL: Service Operation Process! Cost Effectiveness! Cycle Time!   Event Management! ! ! ! In & Output:! Input:! ! ! ! ! ! ! ! Interface with business applications and/or business processes to allow potentially significant business events to be detected and acted upon. ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! - The primary ITSM relationships are with Incident, Problem and Change Management. ! - Capacity and Availability Management are critical in defining what events are significant, what appropriate thresholds should be and how to respond to them. ! - Configuration Management is able to use events to determine the current status of any CI in the infrastructure. ! - Asset Management can use Event Management to determine the lifecycle status of assets. ! - Events are a rich source of information that can be processed to inclusion in Knowledge Management systems.! ! ! ! ! ! ! ! ! ! 145  
  • 74. Copyright 2012 COMMUNICATE! . • Service Strategy! • Service Design! • Service Transition! • Service Operation: - Function, - Process! • Service Improvement! ITIL: Service Operation Process!   Incident Management! ! ! ! ! Objectives:! ! ! ! ! ! ! ! Bench: ! ! ! Cost Effectiveness! Cycle Time! ! To restore normal service operation as quickly as possible and minimize the adverse impact on business operations, thus ensuring that the best possible levels of service quality and availability are maintained. ! ! ! Restore, service quality & availability! 147  
  • 75. Copyright 2012 COMMUNICATE! . • Service Strategy! • Service Design! • Service Transition! • Service Operation: - Function, - Process! • Service Improvement! ITIL: Service Operation Process!   Incident Management! ! In & Output: ! Input: The interfaces with Incident Management include: ! ! ! ! ! ! ! ! ! ! ! ! ! Cost Effectiveness! Cycle Time! - Problem Management ! - Configuration Management! - Change Management ! - Capacity Management ! - Availability Managem SLM. ! ! ! ! ! ! ! ! ! ! ! 149  
  • 76. Copyright 2012 COMMUNICATE! . • Service Strategy! • Service Design! • Service Transition! • Service Operation: - Function, - Process! • Service Improvement! ITIL: Service Operation Process! Cost Effectiveness! Cycle Time!   Request Fulfillment! ! Objectives:! ! ! ! Request Fulfillment address Service Requests from the users. The objective of the Request Fulfillment process is: ! ! ! ! ! ! ! ! - To provide a channel for users to request and receive standard services for which a pre-defined approval qualification process exists! ! ! ! ! - To provide information to users and customers about the availability of services and the request procedures! ! ! ! ! - To source and deliver the components of requested standard services (e.g. licenses and software media)! ! ! ! ! - To assist with general information, complaints or comments. ! ! Bench: ! ! ! ! Service delivery & solution of customer problems! 151  
  • 77. Copyright 2012 COMMUNICATE! . • Service Strategy! • Service Design! • Service Transition! • Service Operation: - Function, - Process! • Service Improvement! ITIL: Service Operation Process! Cost Effectiveness! Cycle Time!   Request Fulfillment! ! In & Output: ! Input: The primary interfaces with Request Fulfillment are: ! ! ! ! ! - Service Desk/Incident Management ! ! ! ! ! - Asset Management, Release Management and Configuration Management. ! 153  
  • 78. Copyright 2012 COMMUNICATE! . • Service Strategy! • Service Design! • Service Transition! • Service Operation: - Function, - Process! • Service Improvement! ITIL: Service Operation Process!   Problem Management! ! ! ! ! Objectives:! ! ! ! ! ! ! ! ! ! ! Bench: ! ! ! Cost Effectiveness! Cycle Time! ! The objective of Problem Management is to minimize the adverse impact of incidents and problems on the business that are caused by errors within the IT Infrastructure, and to prevent recurrence of incidents related to these errors. ! ! ! Business Impact of incidents, recurrence! 155  
  • 79. Copyright 2012 COMMUNICATE! . • Service Strategy! • Service Design! • Service Transition! • Service Operation: - Function, - Process! • Service Improvement! ITIL: Service Operation Process! Cost Effectiveness! Cycle Time!   Problem Management! ! Process related:! The primary relationship is between Problem Management and Incident Management. Other key ! ! ! interfaces include the following:! ! ! ! ! ! ! ! ! ! ! ! ! Service Transition: • Change Management • Configuration Management • Release and Deployment Management ! ! Service Design: • Availability Management • Capacity Management • IT Service Continuity! ! ! ! ! Continual Service Improvement: • Service Level Management! ! ! ! ! Service Strategy: • Financial Management. ! 157  
  • 80. Copyright 2012 COMMUNICATE! . • Service Strategy! • Service Design! • Service Transition! • Service Operation: - Function, - Process! • Service Improvement! ITIL: Service Operation Process! Cost Effectiveness! Cycle Time!   Access Management! ! Objectives:! ! ! ! ! ! ! ! ! ! ! ! ! Access Management provides the right for users to be able to use a service or group of services. It is therefore the execution of policies and actions defined in Information Security and Availability Management. It enables the organization to manage the confidentiality, availability and integrity or the organizationʼs data and intellectual property. Access Management can be initiated by a Service Request through the Service Desk. ! ! Bench: ! ! Access! ! ! 159  
  • 81. Copyright 2012 COMMUNICATE! . • Service Strategy! • Service Design! • Service Transition! • Service Operation: - Function, - Process! • Service Improvement! ITIL: Service Operation Process! Cost Effectiveness! Cycle Time!   Access Management! ! ! ! ! ! In & Output: ! ! ! ! Input: - Human Resources, - Change Management, - Information Security Management, - Service Level Management! ! ! ! Output: - Configuration Management. ! ! 161  
  • 82. Copyright 2012 COMMUNICATE! . • Service Strategy! • Service Design! • Service Transition! • Service Operation: - Function, - Process! • Service Improvement! ITIL: Service Improvement!   Continuous Improvement! ! Value Added:! ! ! ! ! ! ! Cost Effectiveness! Cycle Time! Fundamental to Continual Service Improvement (CSI) is the concept of measurement. At the beginning of the Service Lifecycle, Service Strategy and Service Design will identify this information. Continual Service Improvement uses this information to to define the “As Is” and “To Be” for both business and IT. ! 163  
  • 83. Copyright 2012 COMMUNICATE! . • Service Strategy! • Service Design! • Service Transition! • Service Operation: - Function, - Process! • Service Improvement! ITIL: Service Improvement! Cost Effectiveness! Cycle Time!   Continuous Improvement! ! Activities:!! ! ! ! ! ! ! Step One: Define what you need to measure. Talk to the business, find out what your customerʼs needs are and discuss with IT Management how those needs can be met. The Service Catalogue is a customer facing tool that can be used in discussion with customerʼs service level requirements.! ! ! ! ! ! ! ! ! ! ! Step Two: Define what you can measure. Each organization has limitations on what it can measure. If you cannot measure, it should not appear in an SLA. Identify what tools you have in place to measure, and what they actually do measure! ! ! ! ! ! ! ! ! ! ! Step Three: Gather data. This requires you having monitor action in place, through various tools. If quality is the key objective, then monitor should focus on the effectiveness of the data you gather. ! Define who is gathering data, how it is gathered, regularity of data gathered, data integrity.! ! ! ! ! ! ! ! ! ! ! Step Four: Process data. This step is used to develop insight into the performance of the service process. Use report generating technologies, key issues include frequency of processing data, format for output, and accuracy of data.! ! ! ! ! ! ! ! Step Five: Analyse data. Data Analysis transforms the information gathered into actionable knowledge. Verify against goals and objectives is expected here to validate objectives and that value is added. ! ! ! ! ! ! ! ! ! ! ! ! ! ! Step Six: Present and use data. This step required you to turn your knowledge actionable via reports, graphs etc. Through a consideration of the audience (Business, Senior IT Mgt, Internal IT), information is shared so that all levels can gain insight into their needs and expectation. ! ! Step Seven: Implement corrective action. The last step requires you to use the knowledge gained to optimize, improve and correct services, as part of its Continuous Service Improvement process. ! ! ! ! ! ! ! ! ! ! 165  
  • 84. Copyright 2012 COMMUNICATE! . • Service Strategy! • Service Design! • Service Transition! • Service Operation: - Function, - Process! • Service Improvement! ITIL: Service Improvement!   Measure and Report! ! ! Objectives:! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! Bench: ! ! ! Cost Effectiveness! Cycle Time! ! For all types of organizations, IT services have become an essential means to conduct business and staying competitive in todayʼs market. As we become more reliant on IT services our expectations for availability, reliability and stability increase too. This is why it is essential to have a structured approach where business objectives are supported with IT. In alliance with this strategy, Service Measurement and Reporting must also develop to measure and report against the entire service lifecycle, as opposed to focusing against the performance of an individual component. ! ! ! cc! 167  
  • 85. Copyright 2012 COMMUNICATE! . • Service Strategy! • Service Design! • Service Transition! • Service Operation: - Function, - Process! • Service Improvement! ITIL: Service Improvement! Cost Effectiveness! Cycle Time!   Measure and Report! ! ! ! ! ! ! ! In & Output: ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! Input: Vision: Set Direction? (Business Vision, Mission, Goals and Objectives)! ! Where are we now? (Baseline Assessment)! ! Where do we want to be? (Measurable Targets)! ! How do we get there? (Service & Process Improvement)! ! ! ! Did we get there? (Measurements & Metrics)! ! ! ! 169  
  • 86. . Copyright 2012 COMMUNICATE! CEO, CFO, CIO, CTO, SVP, Architects, Strategy, Business Executives and the IT function in general. ! Target Audience! 171  
  • 87. . Copyright 2012 COMMUNICATE! BrightTalk Thought Leadership: http://www.brighttalk.com/community/it-service-management/webcasts?q=martin+palmgren ! Get your cloud strategy right: http://www.brighttalk.com/community/it-service-management/webcast/534/29211 ! Get your IT Service Strategy right: http://www.brighttalk.com/community/it-service-management/webcast/534/23630! Leverage Strategy with IT: http://www.brighttalk.com/community/it-service-management/webcast/534/22934 ! Cloud Computing: Fluff or Lightening? http://www.brighttalk.com/community/it-service-management/webcast/534/21892 ! Run IT as a Service Business! http://www.brighttalk.com/community/it-service-management/webcast/534/21389 ! In French: ! Cloud Computing : La tête dans les nuages?: http://www.brighttalk.com/community/it-service-management/webcast/534/21919 ! Baseline: Coût, Consommation, chargeback et contribution IT aux objectifs de l'entreprise : ! http://www.brighttalk.com/community/it-service-management/webcast/534/21388! Deliver Business Value with IT (the book) https://www.smashwords.com/books/view/290604  (the blog) http:// deliverbusinessvaluewithit.wordpress.com /! I also share perspective @ some of the top French Business Schools, notably EDHEC! International Thought Leadership! 173