It Services And Service Catalog(ITIL V3)

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HDI Motown October 2009 Meeting Presentation Presented by Greg Hines, Hines Consulting

HDI Motown October 2009 Meeting Presentation Presented by Greg Hines, Hines Consulting

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  • 1. IT Services, ITIL v3 and the Service Catalog Greg Hines (ghines@hinescg.com) Portions © 2007 OGC Portions © 2009 Greg Hines 1 Portions © 2007 OGC Portions © 2009 Greg Hines 2 1
  • 2. Portions © 2007 OGC Portions © 2009 Greg Hines 3 Portions © 2007 OGC Portions © 2009 Greg Hines 4 2
  • 3. Terms Terms Activities Customers and users are different: Concepts • Customers Value – someone who buys goods and/or services – an IT customer is the person or group of people who defines and agrees the service level targets • Users – People who use IT services on a day-to-day basis Services IT Service Organization Users Customers Portions © 2007 OGC Portions © 2009 Greg Hines 5 Terms Activities Concepts Value Portions © 2007 OGC Portions © 2009 Greg Hines 6 3
  • 4. Terms - Old “Techie” Definition (ITIL v2) Terms Activities Concepts A service is one or more IT systems that enable a business process. Value Portions © 2007 OGC Portions © 2009 Greg Hines 7 ITIL v2 Terms Activities Concepts Value Service Support S t Service Delivery Security Management Software Asset ICT Infrastructure Management Application Management Management Business Perspectives Vol Introduction to ITIL I Business Perspectives Vol II Portions © 2007 OGC Portions © 2009 Greg Hines 8 4
  • 5. ITIL v2 Terms Activities Concepts Additional Titles Available: Value Planning to Implement Service Management (ISBN 0113308779) ITIL Small scale Implementation (ISBN 0113309805) Small-scale Service Support (ISBN 0113300158) Service Delivery (ISBN 0113300174) Security Management (ISBN 011330014X) ICT Infrastructure Management (ISBN 0113308655) Application Management (ISBN 0113308663) Software Application Management (ISBN 0113309430) The Business Perspective (ISBN 0113310129) The Business Perspective 2: The Business Perspective on Successful IT Delivery (ISBN 0113309694) Introduction to ITIL (ISBN 0113309732) Portions © 2007 OGC Portions © 2009 Greg Hines 9 Terms – New Definition (ITIL v3) Terms Activities Concepts A service is a means to deliver value to customers by facilitating Value outcomes customers want to achieve without (them) having to undertake the ownership of specific costs and risks. automate specific costs and risks Retail – point of sale; distribution Healthcare – patient registration; order entry Legal – document management; case management General – electronic messaging; remote access; workstation support Portions © 2007 OGC Portions © 2009 Greg Hines 10 5
  • 6. ITIL v3 Purpose Terms Activities Concepts Value • Focus on the value of IT service management processes for the customer and their business • Progress integration of IT service with business needs ® • Improve consistency of the ITIL literature – structure, processes, terms and definitions • Provide synergy, reference and alignment with industry standards ® ® and other best practices: COBIT , CMMI , ISO 20000 • Offer integrated process models for more processes based on the lifecycle of a service • Move with the industry in strategic areas such as outsourced and shared services • Present guidance on selecting good process aligned tools • Extend to keep up with business dynamics: internet forces, low cost computing, ubiquitous computing, SOA, governance Portions © 2007 OGC Portions © 2009 Greg Hines 11 ITIL v3 Publication Structure Terms Activities Concepts Value The ITIL v 3.0 publication structure consists of three parts: Core Best Practice Guidance Complimentary Best Practice Web Based Add-ons Guidance Support for industry/ • Service Strategy ITIL Live - technology specific • Service Design http://www.tso.co.uk/ITIL/ best practices • Service Transition • Service Operation • Continual Service Improvement Portions © 2007 OGC Portions © 2009 Greg Hines 12 6
  • 7. ITIL v3 Additional Titles Terms Activities Concepts Value The Official Introduction to ITIL Service Lifecycle (ISBN 9780113310616) Passing Your ITIL Foundation Exam Book (ISBN 9780113310791) Building a (ITIL based) Service Management Department (ISBN 9780113310968) ITIL Small-scale Implementation 2008 Edition (ISBN 9780113310784) Delivering ITIL Services Using ITIL, Prince2, and DSDM (ISBN 9780113310975) – March 1, 2010 Service Strategy (ISBN 9780113310456) Service Design (ISBN 9780113310470) Service Transition (ISBN 9780113310487) Service Operation (ISBN 9780113310463) Continual Service Improvement (ISBN 9780113310494) Portions © 2007 OGC Portions © 2009 Greg Hines 13 ITIL v3 Service Lifecycle Terms Activities Concepts The phases of the service lifecycle and core books of the v 3.0 Value IT Infrastructure Library are: Service Strategy the design, de elopment and implementation of services and service design development ser ices ser ice (SS) management as a strategic asset (ITIL Text, SS 1.2.3.1) Service Design the design and development of services and service management (SD) processes, covering design principles and methods for converting strategic objectives into portfolios of services and service assets for both new and changed services (ITIL Text, SS 1.2.3.2) Service Transition the development and improvement of capabilities for transitioning (ST) new and changed services into operations while controlling the risks of failure and disruption (ITIL Text, SS 1.2.3.3) Service Operation practices in the management of service operation to achieve (SO) effectiveness and efficiency in the delivery and support of services so that value for the customer is realized (ITIL Text, SS 1.2.3.4) Continual Service maintaining value for customers through better design, Improvement introduction and operation of services through their life (CSI) (ITIL Text, SS 1.2.3.5) Portions © 2007 OGC Portions © 2009 Greg Hines 14 7
  • 8. ITIL v3 Service Lifecycle Terms Record Activities Define Plan (Implementation) Concepts Test Analyze Value Approve Design Train Deliver Charter Develop Document Support concept for a new or enhanced chartered developed operational service Service service Service service Service service Service Strategy Design Transition documentation Operation service service trained: portfolio design users package IT support measure operated report service improve service value data To customer Continual Service Improvement Portions © 2007 OGC Portions © 2009 Greg Hines 15 ITIL v3 Service Lifecycle Processes Terms Activities Concepts Value Continual Service Service Service Service Service Strategy Design Transition Operation Improvement Service Portfolio Service Catalog Service Event Improvement Mgt Mgt Transition & Mgt Process Planning Release & Deployment Supplier Testing & Incident Service Mgt Validation Mgt Measurement Financial Problem Service Mgt Evaluation ervice Level Mgt Mgt Reporting Security Mgt Information Availabilit Mgt Mgt Demand Knowledge Mgt Mgt R ty Se Continuity Mgt Change IT Service Mgt Request Fulfillment Service Asset and Access Capacity Configuration Mgt Mgt Mgt Portions © 2007 OGC Portions © 2009 Greg Hines 16 8
  • 9. ITIL v3 Service Lifecycle Processes Terms Activities Concepts The core books of the v 3.0 IT Infrastructure Library describe Value the following processes: Service Strategy Service Portfolio Management – a dynamic method for governing investments in service management across the enterprise and managing them for value (ITIL Text, SS 5.3) Financial Management – to provide the business and IT with the financial value of IT services and their underlying assets Demand Management – to understand a customer’s demand for IT services and influence that demand to cost-effectively optimize capacity Portions © 2007 OGC Portions © 2009 Greg Hines 17 ITIL v3 Service Lifecycle Processes Terms Activities Service Design Concepts Value Service Catalog Management - to ensure that a service catalog is produced and maintained, containing accurate information on all operational services and those being prepared to run operationally (ITIL Text, SD 4.1.1) Service Level Management - to ensure that an agreed level of IT service is provided for all current IT services, and that future services are delivered to agreed achievable targets (ITIL Text, SD 4.2.1) Supplier Management - to manage suppliers and the services they supply, to provide seamless quality of IT service to the business, ensuring value for money is obtained (ITIL Text, SD 4.1.1) Portions © 2007 OGC Portions © 2009 Greg Hines 18 9
  • 10. ITIL v3 Service Lifecycle Processes Terms Activities Service Design Concepts Value Capacity Management - to ensure that cost-justifiable IT capacity in all areas of IT always exists and is matched to the current and future agreed needs of the business, in a timely manner (ITIL Text, SD 4.1.1) Availability Management - to ensure that the level of service availability in all services is matched to, or exceeds, the current and future agreed needs of the business, in a cost-effective manner (ITIL Text, SD 4.4.1) IT Service Continuity Management - to support the overall business continuity management process by ensuring that the required IT technical and service facilities (including computer systems, network, applications, data repositories, telecommunications, environment, technical facilities and service desk) can be resumed within required, and agreed, business timescales (ITIL Text, SD 4.5.1) ti l Text 4 5 1) Information Security Management - to align IT security with business security and ensure that information security is effectively managed in all service and service management activities (ITIL Text, SD 4.6.1) Portions © 2007 OGC Portions © 2009 Greg Hines 19 ITIL v3 Service Lifecycle Processes Terms Activities Service Transition Concepts Value Service Asset and Configuration Management – to support the business and customer’s control objectives and requirements to support efficient and effective service management processes by providing accurate configuration information to enable people to make the right decisions at the right time to minimize the number of quality and compliance issues caused by improper configuration of services and assets to optimize the service assets, IT configurations, capabilities and resources (ITIL Text, ST 4.3.1) Change Management - to respond to customer’s changing business requirements while maximizing value and reducing incidents, disruptions and re-work as well as to respond to the business and IT requests for change that will align the services with business needs (ITIL Text, ST 4.2.1) Release and Deployment Management - to deploy releases into production and establish effective use of the service in order to deliver value to the customer and be able to handover to service operation (ITIL Text, ST 4.4.1) Knowledge Management – to enable organizations to improve the quality of management decision making by ensuring that reliable and secure information and data is available throughout the service lifecycle (ITIL Text, ST 4.7.1) Portions © 2007 OGC Portions © 2009 Greg Hines 20 10
  • 11. ITIL v3 Service Lifecycle Processes Terms Activities Service Transition Concepts Value Transition Planning and Support – to plan and coordinate resources to ensure that the requirements of service strategy encoded in service design are effectively realized in service operation and to identify, manage and control risks of failure and disruption across transition activities (ITIL Text, ST 4.1.1) Service Validation and Testing – to assure that a service will provide value to customers and their business (ITIL Text, ST 4.5.1) Evaluation – to set stakeholder expectations correctly and provide effective and accurate to change management to make sure changes that adversely affect service capability and introduce risk are not transitioned unchecked (ITIL Text, ST 4.6.1) Portions © 2007 OGC Portions © 2009 Greg Hines 21 ITIL v3 Service Lifecycle Processes Terms Activities Service Operation Concepts Value Event Management – to detect events, make sense of them and determine the appropriate control action in order to prevent or shorten the duration of service disruptions Incident Management – 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 Request Fulfillment – to provide quick and effective access to standard IT services which business staff can use to improve their productivity or the quality of business services or products Problem Management – to eliminate recurring incidents and minimize the effect of incidents that cannot be eliminated Access Management – to provide the right for users to access a service or group of services while preventing access to non-authorized users of the service or group of services Portions © 2007 OGC Portions © 2009 Greg Hines 22 11
  • 12. ITIL v3 Service Lifecycle Processes Terms Activities Continual Service Improvement Concepts Value 7 Step Improvement Process – to provide a standard, governance based methodology for improving services and processes Service Measurement – to enable the accurate measurement of the user experience of IT services Service Reporting – to build, implement and manage a business-focused service reporting framework Portions © 2007 OGC Portions © 2009 Greg Hines 23 ITIL v3 Service Lifecycle Functions Terms Activities Concepts The core books of the v 3.0 IT Infrastructure Library describe Value the following functions: Service Desk – a functional unit made up of a dedicated number of staff responsible for dealing with a variety of service situations, often made via telephone calls, web interface, email or automatically reported infrastructure events Technical Management – the teams of people (groups, departments, etc) that provide technical expertise and overall management of the IT infrastructure Application Management – the teams of people (groups, departments, etc) that are responsible for managing applications through their lifecycle IT Operations Management – the teams of people (groups, departments, etc) responsible f ongoing management and maintenance of an organization’s IT ibl for i t d i t f i ti ’ infrastructure to ensure delivery of the agreed level of IT services to the business Portions © 2007 OGC Portions © 2009 Greg Hines 24 12
  • 13. Portions © 2007 OGC Portions © 2009 Greg Hines 25 Terms Terms Activities Concepts A service catalog is a document (or database) providing information Value about all live IT services, including those available for deployment. Portions © 2007 OGC Portions © 2009 Greg Hines 26 13
  • 14. Terms Terms Activities Concepts There are two type of Service Catalogs: Value Business Service Catalog – displays the customer view of the service catalog and listing all services delivered to customers together with relationships to the business units and the business processes that rely on the IT services Technical Services Catalog – displays details of the IT services as well as supporting IT services, shared services, CIs, etc. necessary to provide the service (not visible to customers) Business Business Business Business Process 1 Process 2 Process 3 Process 4 Business Service Catalog Service A Service B Service C Service D Service E Technical Service Catalog Support Hardware Software Network Data Services Services Services Services Services Portions © 2007 OGC Portions © 2009 Greg Hines 27 Example Business Services Terms Human Resources Consulting Activities Service Payroll Concepts Telecommunications Job posting Project Management Value Telephone Benefits Collaborative Services Professional development/education E mail Pager Time and attendance Staff Scheduling S ff S h d li Mobility services Mobility services Voice mail Performance Management Collaborative software Intranet paging Travel Meeting requests Web based meetings Resource Scheduling Expense reports Video conferencing Conference rooms System Access (Security) Teleconferencing Grant Equipment Report Generation/Information Warehouse Request Training rooms Biometrics Document Imaging Training on IT Finance/Accounting Sales and Marketing* Desktop training General ledger Systems training Facilities and Maintenance* IT professional development Physical Security Access Accounting functions Service Desk Decision support Off the shelf desktop applications Wireless Access (guest) Reporting Incidents and service requests Data Storage, Backup and Recovery Remote Access Budgeting VPN Remote to desktop Revenue Tokens Infrastructure Services Procurement/Supply Chain Management End User Technology Install hardware Network Requisitioning Install software Storage Purchase orders Move hardware Printing Change software Warehouse Data center Network access (patching/port enablement) Inventory control Printer/output management SPAM Filtering Mobility device Reporting Relaying Disposal Dispensing? Lifecycle Information Portions © 2007 OGC Portions © 2009 Greg Hines 28 14
  • 15. Terms Activities Sample Business Service Catalog Concepts Value Service Description Applications Number of Business Users Criticality IT Service This service provides for a single 3,000 2 Desk point of contact with the information technologies division for all IT service disruptions, IT questions and IT service requests via telephone, facsimile, electronic mail and self service. Electronic This service provide electronic Lotus Notes 3,000 3 Messaging communications for users via Blackberry electronic mail (workstation, AOL Chat internet and hand held access), chat and other means. Workstation This service provides for new 3,000 1 Services workstation installation, workstation movement, workstation retirement, installation of workstation software and upgrades of workstation hardware. Portions © 2007 OGC Portions © 2009 Greg Hines 29 Example Technical Services Terms Activities Network Applications Development Data transport – Network equipment – switches/routers  Application Development (Design, Development,  Concepts Data transport – Network equipment  Documentation) Value Data transport – Network equipment  Incident management Network monitoring Consulting (Iternal Software Evaluations) Network management  Implementation coordination I l t ti di ti Secure access to external and internal resources  Money Transfers Secure access to and from Internet  Report Development (Crystal Reports, batch, etc.) Data transport ‐ wired network installation Web Development and Administration Data transport ‐ wired network maintenance GIS Development and Administration Data transport ‐ wired network decommissioning Web Content Management Data transport ‐ wireless network installation Research Data transport ‐ wireless network maintenance Application Monitoring Data transport ‐ wireless network decommissioning Application Management (maintenance, patch management) Cable Head In ‐ Maintenance and Repaire Training (early life support) Cable Head In ‐ Administration Access Database Development Cable Relocates (Physical) Testing Cable TV Fiber Setup/Teardown Requirements Gathering Database Forms Development Database installation Server Database tuning Account management Database backup/restore Server management Database account management Server monitoring Database schema changes SAN Enterprise Storage Area management Database consulting SAN Enterprise Storage Area configuration Database management Internet Security and Connection service Database monitoring Active Directory management Research Server provisioning Infrastructure application maintenance Portions © 2007 OGC Portions © 2009 Greg Hines 30 15
  • 16. Terms Terms Activities Concepts Service catalogs are not the same as a front end for user requests: Value Many organizations, misled by software vendors, perceive a service catalog to be an automated way for users to request certain services services. This is not a best practices type of service catalog! “A service catalog requires an integrated service request management process to be ‘actionable’”** ** The Guide to the Universal Service Management Body of Knowledge, Ian M. Clayton, Copyright © 2008 Service Management 101™; www.servicemanagement101.com Portions © 2007 OGC Portions © 2009 Greg Hines 31 Activities Terms Activities Concepts • define “service” and services Value • build a service catalog policy • produce and maintain an accurate service catalog • interface and align with Service Portfolio Management and the Service Portfolio • interface and align with Service Asset and Configuration Management and the Configuration Management System (CMS) including: − related services − related configuration items (CIs) Portions © 2007 OGC Portions © 2009 Greg Hines 32 16
  • 17. Concepts Terms Activities Concepts A Service Catalog Policy should be created which identifies: Value What Wh Services? Roles/ Responsibilities Service Which Catalog service What is Policy details? the scope? What service statuses? Portions © 2007 OGC Portions © 2009 Greg Hines 33 Concepts – Service Details Terms Activities Concepts “A service catalog describes in detail the capability of each service Value in the form of the activities a customer of the service can p perform.”** Possible information about the service could include: • An introductory overview of the service provider organization and the service • The relationship to service portfolio/s and lines of service • All key concepts and terms used within the subsequent catalog descriptions in the form of a reference to a glossary or in-built definition of terms • The functional scope or boundaries for authorized use of the service, geographic, political, activity and market based, typically associated with service access points • The responsibilities of all parties in the form of a ‘service responsibility matrix’ • How the service may be requested • How the service is provisioned • An introductory overview of the service provider organization and the service • The minimum and maximum service level characteristics, developed from series of “statements” contributed by the other service management competencies, describing such things as availability, performance, capacity, security, and continuity options y y p • What level of support is offered and available for problematic and normal service request situationsand how to request service or report an incident • What reports will be provided for customer use in determining if the agreed service levels have been received • The pricing options, acquisition costs, and charging methods • How the service may be changed • Service level options • Service infrastructure or platform options • Key service quality and cost indexes** ** The Guide to the Universal Service Management Body of Knowledge, Ian M. Clayton, Copyright © 2008 Service Management 101™; www.servicemanagement101.com Portions © 2007 OGC Portions © 2009 Greg Hines 34 17
  • 18. Concepts Terms Activities Concepts Include: Value • all services operating in the live environment • all services being transitioned into the live environment Portions © 2007 OGC Portions © 2009 Greg Hines 35 Concepts Terms Activities Concepts A service portfolio is a mechanism used to manage the investment in Value IT services over its life. The service portfolio has three parts: Service Portfolio Service State: a subset of services Service Pipeline Requirements Gathered moving through “pre- Defined design” state which are Analyzed not yet visible to the Approved customer Chartered Designed Developed Service Catalog a published subset of p Built services being designed Tested and/or available to the Released customer Made Operational Retired Service Retirement “A service catalog is a marketing tool for service portfolios. They coexist and a service catalog enables and supports a service portfolio.” (USMBOK) Portions © 2007 OGC Portions © 2009 Greg Hines 36 18
  • 19. Value to the Business Terms Activities Concepts • cost savings to the business (in terms of time) due to a central Value source of information on the IT services delivered by IT being made available • cost savings to IT (in terms of time) because this information is available to IT enabling more rapid identification of services and service owners • cost savings to IT and customers since the service catalog can aid in setting customer expectations of IT services Portions © 2007 OGC Portions © 2009 Greg Hines 37 Value to IT Terms Activities Concepts • initial basis for determining charges for services Value • change management impact analysis data source – especially business impact/priority • IT communications source (change management, incident management, problem management, release and deployment management) – business owner, business contact, escalation contact • IT reference source (change management, incident management, p ob e problem management, release a d deployment a age e t, e ease and dep oy e t management) – especially service owner • aids in the creation of categorization hierarchies for incident management and problem management Portions © 2007 OGC Portions © 2009 Greg Hines 38 19
  • 20. Value to IT Terms Activities Concepts • aids in the ability for incident management to better prioritize Value incidents and identify major incidents • aids in the ability for incident and problem management to better escalate incidents and problems to the correct team • aids change management in selecting appropriate change advisory board and emergency change advisory board members • provides a list of services that service level management needs to be sure are covered by service level agreements • provides a list of services that need to be measured, monitored, reported and reviewed Portions © 2007 OGC Portions © 2009 Greg Hines 39 Value to IT Terms Activities Concepts • performing a Business Impact Analysis (BIA) as part of IT Service Value Continuity Management planning • starting place for re-distributing workloads as part of Capacity Management Portions © 2007 OGC Portions © 2009 Greg Hines 40 20
  • 21. Summary Service Customer/User Sample Business Service Catalog Policy Service Service Description Application Number Busines Details s of Users s Criticalit y IT Service This service provides for a 3,000 2 Desk single point of contact with the information technologies Business/Technical Service Catalog division for all IT service disruptions, IT questions and IT service requests via telephone, facsimile, electronic mail and self service. Electronic This service provide electronic Lotus 3,000 3 Messaging communications for users via Notes electronic mail (workstation, Blackberry internet and hand held access), AOL Chat chat and other means. Workstation This service provides for new 3,000 1 Services workstation installation, workstation movement, workstation retirement, installation of workstation software and upgrades of workstation hardware. Portions © 2007 OGC Portions © 2009 Greg Hines 41 ITIL v3 – APMG Service Catalog Certificate In the summer of 2009, the APM Group announced another “Official ITIL V3 Complementary Guidance Course” which leads to the APMG Service Catalog Certificate. This certificate is an officially g y recognized ITIL certification. It exists as an intermediate level course and provides 1.5 credits. ITIL Master with 25 credits Intermediate Level ITIL Expert with 22 credits 5 credits Managing Through the Lifecycle Thro gh Lifec cle 3 credits each 4 credits each Capability Stream Lifecycle Stream Continual Svc Offerings and Improvement Opperationa Control and Optimizatio Agreement Validation Transition Operation Protection l Support Strategy Analysis Planning Release, Service Service Service Design Service Service and & n ITIL Service Lifecycle Modules ITIL Service Capability Modules 2 credits ITIL Foundations for Service Management Portions © 2007 OGC Portions © 2009 Greg Hines 42 21
  • 22. ITIL v3 – Next Edition “Ensure that service catalogue manager appears within Service Operation” ** Continual Service Service Service Service Service Strategy Design Transition Operation Improvement Service Portfolio Service Catalog Service Event Improvement Mgt Mgt Transition & Mgt Process Planning Release & Deployment Supplier Testing & Incident Service Mgt Validation Mgt Measurement Financial Problem Service Mgt Mgt Evaluation Mgt Reporting Security Mgt C ervice Level Information Availability Mgt Demand Mgt Knowledge Mgt Mgt Continuity Mgt Se y IT Service Change Mgt Request Fulfillment Service Asset and Access Capacity Configuration Mgt Mgt Mgt ** OGC Mandate for Change: Project requirements for an update to the ITIL® core publications, © The Stationery Office 2009, September 2009 Portions © 2007 OGC Portions © 2009 Greg Hines 43 Questions Portions © 2007 OGC Portions © 2009 Greg Hines 44 22