ITIL V3 and Service Design - ITSM Academy Webinar
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ITIL V3 and Service Design - ITSM Academy Webinar

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ITIL Service Design, from our Ripped From the Classroom Series

ITIL Service Design, from our Ripped From the Classroom Series

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  • 1. Welcome W l Service Design S i D i Where value is designed © ITSM Academy, Service Design 1109
  • 2. About ITSM Academy Accredited Education Ft. Lauderdale, Dallas & ITIL® Foundation Washington, DC - Public ITIL® Foundation and Managers Bridge Corporate on-site Classes ITIL® Lifecycle, Capability and MALC Virtual Classes ITIL® Practitioner Service Manager (V2) Practitioner, Courseware Licensing Certified Process Design Engineer (CPDE)® Alumni Program Microsoft Operations Framework (MOF) PMI Global Education Provider Foundation Federal Government (GSA) Go ernment ISO/IEC 20000 Foundation Contractor PMI PMP Exam Prep Certified Woman-Owned Practical, Value Add Practical Value-Add Workshops Tens f th T of thousands of learners d fl Apollo 13 - an ITSM Case Experience™ trained since 2003 Visible Ops: The Class ITIL, MOF, ITIL MOF ISO 20K A Awareness And More! Welcome! © ITSM Academy, Service Design 1109 2
  • 3. Agenda Service Design Purpose Scope Where to begin Role of Service Design processes You are here © Crown copyright 2007. Reproduced under license from OGC. © ITSM Academy, Service Design 1109 3
  • 4. Service Design Purpose, Goals and Objectives Design new or changed services for introduction into the live environment Design services that Satisfy business objectives Can be easily developed and enhanced Are secure and resilient Identify and help remove or mitigate risks Produce IT plans, policies and standards Develop the skills and capability within IT needed to efficiently and effectively use IT resources y y Scope includes: Significant changes All aspects of design © ITSM Academy, Service Design 1109 4
  • 5. Where to Begin? – Service Strategy Service Portfolio, Financial and Demand Management help balance Business requirements IT’s capabilities and resources to deliver valuable services Service Strategy d fi S i St t defines policies, li i guidelines and processes across the service lifecycle Service Strategy helps service providers determine what services to offer and to whom. © ITSM Academy, Service Design 1109 5
  • 6. Five Aspects of Service Design Service solutions design Design services based on business requirements Service management systems and tools design Design tools needed to manage, control, support services Technology architectures design Design h l i D i technologies needed to provide services d d id i Process design Design service management processes ser ice Measurement systems and metrics design Design metrics to assess performance © ITSM Academy, Service Design 1109 6
  • 7. Service Catalog Management Goals and Objectives Service Catalog Management provides a single source of information for all agreed services. i f ti f ll d i Manage the Service Catalog to ensure accurate and current service details, statuses, interfaces and dependencies Ensure the Service Catalog is available to approved parties The Service Catalog may initially consist of a matrix, table or spreadsheet. spreadsheet Many organizations integrate and maintain their Service Portfolio and Service Catalog as part of their CMS. © ITSM Academy, Service Design 1109 7
  • 8. Service Level Management Goals and Objectives Service Level Management (SLM) ensures an agreed level of service is provided for all current and future services. services Define, negotiate, agree, monitor, measure, report on and review service levels d i i l l Manage business and customer relationships Develop specific and measurable SLA targets Monitor and improve customer satisfaction Ensure clear service level expectations Implement proactive and cost-justified improvements SLM can be described in two words: building relationships. © ITSM Academy, Service Design 1109 8
  • 9. SLM and the Warranty Processes Plan Improve Service Level Requirements Service Level Management SLRs (SLRs) Availability Options/Costs Capacity Define SLAs, OLAs, , , Negotiate Contracts Agree Targets Continuity Security Monitor Achievements Report Review Monitor Measure © ITSM Academy, Service Design 1109 9
  • 10. Availability Management (AM) Goals and Objectives Objectives Produce an Availability Plan Provide business and IT advice on availability issues Assess the impact of changes Ensure availability meets agreed targets Assist with resolution of incidents and problems Implement proactive and cost-justified improvements p p j p Availability Management ensures the level of service availability delivered matches or exceeds the current and future agreed needs of the business in a cost-effective way. © ITSM Academy, Service Design 1109 10
  • 11. Capacity Management Goals and Objectives Capacity Management ensures that the capacity and performance of IT services and systems matches the evolving agreed needs of the business in the most cost-effective and timely manner . Objectives Produce and maintain a Capacity Plan Advise on capacity and performance-related issues Assess the impact of changes Ensure performance achievements meet targets Assist i h A i with resolution of i id l i f incidents and problems d bl Implement proactive and cost-justified improvements Capacity Management balances supply against demand. © ITSM Academy, Service Design 1109 11
  • 12. ITSCM Goals and Objectives To support overall Business Continuity Management by ensuring the required IT technical and service facilities can be recovered within required and agreed business timescales. Objectives Maintain M i t i ITSCM plans that support Business Continuity Plans l th t tB i C ti it Pl Complete regular Business Impact Analysis (BIA) exercises Conduct regular risk analysis and management exercises Provide business and IT advice on continuity issues Ensure continuity and recovery mechanisms are in place Assess impact of changes on ITSCM and recovery plans Implement proactive and cost-justified improvements Negotiate necessary contracts with suppliers © ITSM Academy, Service Design 1109 12
  • 13. Information Security Management (ISM) Goals and Objectives The goal of ISM is to align IT security with business security and ensure information security is effectively managed in all service and service management activities. ISM protects the p Interests of those relying on information Systems and communications that deliver information Confidentiality, integrity and availability (CIA) of information ISM ensures Security risks are managed Information resources are used responsibly © ITSM Academy, Service Design 1109 13
  • 14. Supplier Management Goals and Objectives Supplier Management manages suppliers and their services to provide seamless IT service quality and ensure value for money. Ensure underpinning contracts and agreements align with business needs, SLRs and SLAs needs Manage supplier relationships and performance Negotiate, agree and manage contracts N ti t d t t Maintain a supplier policy and supporting Supplier and Contract Database (SCD) dC t tD t b External suppliers, manufacturers and vendors are essential to quality service provision. © ITSM Academy, Service Design 1109 14
  • 15. Service Design Value Reduced total cost of ownership (TCO) Improved service quality, consistency, alignment, governance and performance Improved i f I d information and d i i making ti d decision ki Easier implementation of new or changed services More effective service management and IT M ff ti i t d processes © ITSM Academy, Service Design 1109 15
  • 16. Want to Learn More? In the Catalog ITIL Foundation / Bridge ITIL Capability / Lifecycle ITIL Service Manager Bridge ITIL Managing Across the Lifecycle (MALC) ITIL Library, itSMF Pocket Guides, etc. C tifi d Process Design Engineer (CPDE)® Certified P D i E i ISO/IEC 20000 (ISO 20K) Foundation MOF 4.0 Foundation Coming Soon ISO 20K Professional Level Modules © ITSM Academy, Service Design 1109 16
  • 17. ITIL® Bridging Scheme V2 Practitioners with at least 12 credits must take the V3 Managers Bridge and the Managing Across the Lifecycle courses in order to achieve ITIL Expert certification. © ITSM Academy, Service Design 1109 17
  • 18. ITIL® Certification Scheme Advanced ITIL Expert E t 5 points Managing Across the Lifecycle Lif l 3 points each 4 points each CSI Service Offerings and Agreement (SOA) SO ST SD SS Release, Control and Validation (RCV) Planning, Protection and Optimization (PPO) a g, otect o a d Opt at o ( O) Operational Support and Analysis (OSA) Lifecycle Stream Capability Stream © ITSM Academy 2008 2 points V3 Foundation © ITSM Academy, Service Design 1109 18
  • 19. ITSM Academy Affiliates © ITSM Academy, Service Design 1109 19