An Overview of Service Management Processes Presented by Jerree Catlin,  Sue Silkey & Thelma Simons
Introduction to ITIL <ul><li>ITIL – Information Technology Infrastructure Library </li></ul><ul><li>Developed by the Offic...
ITIL Service Management (ITSM) <ul><li>Two main components: </li></ul><ul><li>Service Support – five processes that provid...
ITIL Service Management  Service Level  Management Financial Management Availability  Management IT Service Continuity   M...
ITIL Service Management Goals <ul><li>Ensure that IT services are aligned to the needs of customers and users </li></ul><u...
ITIL Processes <ul><li>Each ITIL process has associated: </li></ul><ul><li>Goals </li></ul><ul><li>Definitions </li></ul><...
Service Support Change  Management Release Management Incident  Management Configuration  Management Problem  Management S...
Change Management <ul><li>Goal </li></ul><ul><li>To ensure that standardized methods and procedures are used for efficient...
Change Management <ul><li>Activities </li></ul><ul><li>Accept, record, authorize, plan, test, implement and review Request...
Configuration Management <ul><li>Goal </li></ul><ul><li>To provide a logical model of the IT infrastructure (hardware, sof...
Configuration Management <ul><li>Activities </li></ul><ul><li>Plan, design and manage a Configuration Management Database ...
Incident Management <ul><li>Goal </li></ul><ul><li>To restore normal service operation as quickly as possible and minimize...
Incident Management <ul><li>Activities </li></ul><ul><li>Detect, classify, record, and provide initial support of incident...
Problem Management <ul><li>Goal </li></ul><ul><li>To minimize the adverse impacts of incidents and to prevent recurrence o...
Problem Management <ul><li>Activities </li></ul><ul><li>Analyze incidents to identify underlying problems </li></ul><ul><l...
Release Management <ul><li>Goal </li></ul><ul><li>To coordinate service providers and vendors involved with a significant ...
Release Management <ul><li>Activities </li></ul><ul><li>Plan and oversee successful rollout of new and changed software, h...
ITIL Service Desk  Service Level  Management Financial Management Availability  Management IT Service Continuity   Managem...
Service Desk <ul><li>Goal </li></ul><ul><li>A single point of contact that provides advice and guidance and rapid restorat...
Service Desk <ul><li>Activities </li></ul><ul><li>Manage the Incident and Service Request life-cycle, including closure </...
Service Delivery Service Level  Management Financial  Management Availability Management IT Service Continuity  Management...
Service Level Management <ul><li>Goal </li></ul><ul><li>To maintain and improve IT Service quality through a constant cycl...
Availability Management <ul><li>Goal </li></ul><ul><li>To optimize the capability of the IT infrastructure, services, and ...
Capacity Management <ul><li>Goal </li></ul><ul><li>To ensure that all the current and future capacity and performance aspe...
Financial Management <ul><li>Goal </li></ul><ul><li>To provide cost-effective stewardship of the IT assets and resources u...
IT Service Continuity Management <ul><li>Goal </li></ul><ul><li>To ensure that the require IT technical and service facili...
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Iti Lprocessmgmt

  1. 1. An Overview of Service Management Processes Presented by Jerree Catlin, Sue Silkey & Thelma Simons
  2. 2. Introduction to ITIL <ul><li>ITIL – Information Technology Infrastructure Library </li></ul><ul><li>Developed by the Office for Government Commerce (OGC) in England </li></ul><ul><li>Best practices focused on the management of IT service processes </li></ul><ul><li>Open source </li></ul>
  3. 3. ITIL Service Management (ITSM) <ul><li>Two main components: </li></ul><ul><li>Service Support – five processes that provide support for day-to-day operation of IT services </li></ul><ul><li>Service Delivery – five processes that focus on long-term planning and improvement of IT services </li></ul><ul><li>These two components are linked together through the Service Desk – a function that provides a single point of contact that focuses on rapid restoration of normal service operations to users </li></ul>
  4. 4. ITIL Service Management Service Level Management Financial Management Availability Management IT Service Continuity Management Capacity Management Service Delivery Service Desk Change Management Release Management Incident Management Configuration Management Problem Management Service Support
  5. 5. ITIL Service Management Goals <ul><li>Ensure that IT services are aligned to the needs of customers and users </li></ul><ul><li>Improve availability and stability of services </li></ul><ul><li>Improve communication within IT and with users </li></ul><ul><li>Improve efficiency of internal processes </li></ul>
  6. 6. ITIL Processes <ul><li>Each ITIL process has associated: </li></ul><ul><li>Goals </li></ul><ul><li>Definitions </li></ul><ul><li>Activities </li></ul>
  7. 7. Service Support Change Management Release Management Incident Management Configuration Management Problem Management Service Support
  8. 8. Change Management <ul><li>Goal </li></ul><ul><li>To ensure that standardized methods and procedures are used for efficient and prompt handling of all changes to minimize the impact of any related incidents upon service. </li></ul><ul><li>Definition </li></ul><ul><li>Change is an action that results in a new status for one or more IT infrastructure Configuration Items (CI). </li></ul>
  9. 9. Change Management <ul><li>Activities </li></ul><ul><li>Accept, record, authorize, plan, test, implement and review Requests for Change (RFCs) </li></ul><ul><li>Provides reports of changes to the infrastructure </li></ul><ul><li>Provides updates to the Configuration Management Database (CMDB). </li></ul><ul><li>Formal process </li></ul>
  10. 10. Configuration Management <ul><li>Goal </li></ul><ul><li>To provide a logical model of the IT infrastructure (hardware, software and associated documentation) by identifying, maintaining and verifying the version of all configuration items. </li></ul><ul><li>Definition </li></ul><ul><li>A Configuration Item (CI) is a component of the infrastructure. </li></ul><ul><li>Configuration Management Database (CMDB) is a database which holds a record of all configuration items associated the IT infrastructure. </li></ul>
  11. 11. Configuration Management <ul><li>Activities </li></ul><ul><li>Plan, design and manage a Configuration Management Database (CMDB) </li></ul><ul><li>Identify CIs for entry into CMDB and their relationships to each other </li></ul><ul><li>Verify CMDB accuracy </li></ul>
  12. 12. Incident Management <ul><li>Goal </li></ul><ul><li>To restore normal service operation as quickly as possible and minimize the adverse impact on users and the organization. </li></ul><ul><li>Definition </li></ul><ul><li>An incident is any event which causes, or may cause an interruption to, or a reduction in, the quality of a service. </li></ul>
  13. 13. Incident Management <ul><li>Activities </li></ul><ul><li>Detect, classify, record, and provide initial support of incidents </li></ul><ul><li>Prioritize incidents based upon impact and urgency </li></ul><ul><li>Service Desk is responsible for Incident Management </li></ul>
  14. 14. Problem Management <ul><li>Goal </li></ul><ul><li>To minimize the adverse impacts of incidents and to prevent recurrence of incidents. Problem Management seeks to get to the root cause and initiate action to remove the error. </li></ul><ul><li>Definition </li></ul><ul><li>A problem is the unknown, underlying cause of one or more incidents. </li></ul><ul><li>A known error is when the root cause of a problem is known and a temporary workaround or alternative has been identified. </li></ul>
  15. 15. Problem Management <ul><li>Activities </li></ul><ul><li>Analyze incidents to identify underlying problems </li></ul><ul><li>Record, classify and diagnose problems </li></ul><ul><li>Transfer problems into “known errors” </li></ul><ul><li>Generate Requests for Changes (RFCs) to resolve problems and errors </li></ul><ul><li>Problems are identified and managed separately from incidents (although linked) </li></ul>
  16. 16. Release Management <ul><li>Goal </li></ul><ul><li>To coordinate service providers and vendors involved with a significant release of hardware, software and associated documentation across a distributed environment. </li></ul><ul><li>Definition </li></ul><ul><li>A release is a collection of authorized changes to an IT service and is defined by the RFC that it implements. </li></ul>
  17. 17. Release Management <ul><li>Activities </li></ul><ul><li>Plan and oversee successful rollout of new and changed software, hardware and documentation </li></ul><ul><li>Collaborate with Change Management </li></ul><ul><li>Verify that all release items are entered into the CMDB </li></ul><ul><li>Manage customer and user expectations. </li></ul><ul><li>Maintain Definitive Software Library (DSL) and Definitive Hardware Store (DHS) </li></ul>
  18. 18. ITIL Service Desk Service Level Management Financial Management Availability Management IT Service Continuity Management Capacity Management Service Delivery Service Desk Change Management Release Management Incident Management Configuration Management Problem Management Service Support
  19. 19. Service Desk <ul><li>Goal </li></ul><ul><li>A single point of contact that provides advice and guidance and rapid restoration of normal service operations to users </li></ul><ul><li>Definition </li></ul><ul><li>A Service Request is a request that is not due to disruption. </li></ul>
  20. 20. Service Desk <ul><li>Activities </li></ul><ul><li>Manage the Incident and Service Request life-cycle, including closure </li></ul><ul><li>Communicate with customers concerning request status and progress </li></ul><ul><li>Provide initial assessment and attempt to resolve incidents working with appropriate IT staff </li></ul><ul><li>Provide reports and recommendations to management for service improvement </li></ul>
  21. 21. Service Delivery Service Level Management Financial Management Availability Management IT Service Continuity Management Capacity Management Service Delivery
  22. 22. Service Level Management <ul><li>Goal </li></ul><ul><li>To maintain and improve IT Service quality through a constant cycle of agreeing, monitoring and reporting to meet the customers’ objectives. </li></ul><ul><li>Definition </li></ul><ul><li>Service Level Agreement (SLA) is a written agreement with the customer. </li></ul><ul><li>Operational Level Agreement (OLA) is an agreement between two internal areas. </li></ul>
  23. 23. Availability Management <ul><li>Goal </li></ul><ul><li>To optimize the capability of the IT infrastructure, services, and supporting organization to deliver a cost effective and sustained level of availability enabling IT to meet their objectives. </li></ul><ul><li>Definition </li></ul><ul><li>Availability is the ability of an IT service or component to perform its required function at a stated instant or over a stated period of time. </li></ul>
  24. 24. Capacity Management <ul><li>Goal </li></ul><ul><li>To ensure that all the current and future capacity and performance aspects of the business requirements are provided cost effectively. </li></ul>
  25. 25. Financial Management <ul><li>Goal </li></ul><ul><li>To provide cost-effective stewardship of the IT assets and resources used in providing IT services. </li></ul>
  26. 26. IT Service Continuity Management <ul><li>Goal </li></ul><ul><li>To ensure that the require IT technical and service facilities can be recovered within required and agreed timeframes </li></ul><ul><li>Definition </li></ul><ul><li>A crisis is an unplanned situation when one or more IT services is unavailable and when the outage exceeds the expectations of the customer </li></ul>
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