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Total service management

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  • Animated pointer and light-up text(Advanced)To reproduce the background effects on this slide, do the following:On the Home tab, in theSlides group, click Layout, and then click Blank.Right-click the slide background area, and then click Format Background. In the Format Background dialog box, click Fill in the left pane, select Solid fill in the right pane, and select White, Background 1 (first row, first option from the left).To reproduce the rectangle on this slide, do the following:On the Home tab, in the Drawing group, click Shapes, and then under Rectangles click Rounded Rectangle (second option from the left). On the slide, drag to draw a rounded rectangle.Select the rectangle. Drag the yellow diamond adjustment handle to the left to decrease the amount of rounding on the corners. With the rounded rectangle still selected, under Drawing Tools, on the Format tab, in the Size group, do the following:In the Shape Height box, enter 3.5”.In the Shape Width box, enter 0.25”.Under Drawing Tools, on the Format tab, in the bottom right corner of the Shape Styles group, click the Format Shape dialog box launcher. In the Format Shape dialog box, click Fill in the left pane. In the Fill pane, select Solid fill, click the button next to Color, and then under Theme Colors click White, Background 1, Darker 15% (third row, first option from the left).Also in the Format Shape dialog box, click Line Color in the left pane. In the Line Color pane, select No line. Also in the Format Shape dialog box, click Shadow in the left pane. In the Shadow pane, click the button next to Presets, under Outer select Offset Bottom (first row, second option from the left), and then do the following:In the Transparency box, enter 0%.In the Sizebox, enter 100%.In the Blur box, enter 8.5 pt.In the Angle box, enter 90°.In the Distance box, enter 1 pt.Also in the Format Shape dialog box, click 3-D Format in the left pane. In the 3-D Format tab, do the following:Under Bevel, click the button next to Top, and then under Bevel click Circle (first row, first option from the left). Next to Top, in the Width box, enter 5 pt, and in the Height box, enter 5 pt.Under Surface, click the button next to Material, and then under Standard clickMatte (first row, first option from the left).Click the button next to Lighting, and then under Neutral click Soft (first row, third option from the left).On the slide, select the rounded rectangle. On the Home tab, in the Clipboard group, click the arrow to the right of Copy, and then click Duplicate.Select the duplicate rectangle. On the Home tab, in the Drawing group, do the following:Click the arrow next to Shape Fill, and then click No Fill.Click the arrow next to Shape Outline, and then click No Outline.Drag the second rectangle above the first rectangle until the lower edge overlays the top edge of the first rectangle. (Note:When the spinning animation effect is created later for these rectangles, the spin will center where the edges of the rectangles meet.)Press and hold CTRL, and then select both rectangles. On the Home tab, in the Drawing group, click Arrange, and do the following:Point to Align, and then click Align Selected Objects.Point to Align, and then click Align Center.Click Group. On the slide, drag the group until it is centered horizontally on the left edge of the slide (straddling the edge).On the Home tab, in the Drawing group, click Arrange, point to Align, and then do the following:Click Align to Slide.Click Align Middle.To reproduce the dashed arc on this slide, do the following:On the Home tab, in the Drawing group, click Shapes, and then under Basic Shapes click Arc (third row, 12th option from the left). On the slide, drag to draw an arc.Select the arc. Under Drawing Tools, on the Format tab, in the Size group, do the following:In the Shape Height box, enter 7.5”.In the Shape Width box, enter 7.5”.With the arc still selected, on the Home tab, in the Drawing group, click the arrow next to Shape Outline and then do the following:Under Theme Colors, click White, Background 1, Darker 15% (third row, first option from the left).Point to Dashes, and then click Dash (fourth option from the top).On the slide, drag the yellow diamond adjustment handle on the right side of the arc to the bottom of the arc to create a half circle.Drag the arc until the yellow diamond adjustment handles are on the left edge of the slide.With the arc still selected, on the Home tab, in the Drawing group, click the arrow under Arrange, point to Align, and then do the following:Click Align to Slide. Click Align Middle. To reproduce the half circle on this slide, do the following:On the slide, select the arc. On the Home tab, in the Clipboard group, click the arrow to the right of Copy, and then click Duplicate.Select the duplicate arc. Under Drawing Tools, on the Format tab, in the Size group, do the following:In the Shape Height box, enter 3.33”.In the Shape Width box, enter 3.33”.With the second arc still selected, under Drawing Tools, on the Format tab, in the Shape Styles group, click the arrow next to Shape Fill, and then under Theme Colors click White, Background 1, Darker 5% (second row, first option from the left).Under Drawing Tools, on the Format tab, in the Shape Styles group, click the arrow next to Shape Outline,and then click No Outline.Under Drawing Tools, on the Format tab, in the Shape Styles group, click Shape Effects, point to Shadow, and then click ShadowOptions. In the Format Shape dialog box, click Shadow in the left pane. In the Shadow pane, click the button next to Presets , under Inner click Inside Right (second row, third option from the left), and then do the following:In the Transparency box, enter 86%.In the Blur box, enter 24 pt.In the Angle box, enter 315°.In the Distance box, enter 4 pt.On the slide, drag the second arc until the yellow diamond adjustment handles are on the left edge of the slide. On the Home tab, in the Drawing group, click Arrange, and then do the following:Point to Align, and then click Align to Slide. Point to Align, and then click Align Middle. Click Send to Back.To reproduce the button shapes on this slide, do the following:On the Home tab, in the Drawing group, click Shapes, and then under Basic Shapes click Oval (first row, second option from the left). On the slide, drag to draw an oval.Select the oval. Under Drawing Tools, on the Format tab, in the Size group, do the following:In the Shape Height box, enter 0.34”.In the Shape Width box, enter 0.34”.Under Drawing Tools, on the Format tab, in the Shape Styles group, click More, and then click Light 1 Outline, Colored Fill – Olive Green, Accent 3 (third row, first option from the left).Under Drawing Tools, on the Format tab, in the bottom right corner of the Shape Styles group, click the Format Shape dialog box launcher. In the Format Shape dialog box, click Fill in the left pane. In the Fill pane, select Solid Fill. Click the button next to Color, and then under Theme Colors click Olive Green, Accent 3, Lighter 80°(second row, seventh option from the left).Also in the Format Shape dialog box, click Line Color in the left pane. In the Line Color pane, select No line. Also in the Format Shape dialog box, click Shadow in the left pane. In the Shadow pane, click the button next to Presets, under Outer click Offset Bottom (first row, second option from the left), and then do the following:In the Transparency box, enter 0%.In the Size box, enter 100%.In the Blur box, enter 8.5 pt.In the Angle box, enter 90°.In the Distance box, enter 1 pt.Also in the Format Shape dialog box, click 3-D Format in the left pane, and then do the following in the 3-D Format pane:Under Bevel, click the button next to Top, and then under Bevel click Art Deco (third row, fourth option from the left). Next to Top, in the Width box, enter 5 pt, and in the Height box, enter 5 pt.UnderContour, click the button next to Color, and then under Theme Colors click White, Background 1 (first row, first option from the left). In the Size box, enter 3.5 pt.Under Surface, click the button next to Material, and then under Standard click Matte (first row, first option from the left). Click the button next to Lighting, and then under Neutral click Soft (first row, third option from the left).On the slide, select the oval. Under Drawing Tools, on the Format tab, in the bottom right corner of the Size group, click the Size and Position dialog box launcher. In the Format Shape dialog box, click Position in the left pane, and in the Position pane, do the following to position the third and fourth ovals:In the Horizontal box, enter 2.98”.In the Vertical box, enter 1.5”.Select the oval. On the Home tab, in the Clipboard group, click the arrow under Paste, and then click Duplicate.Select the duplicate oval. Under Drawing Tools, on the Format tab, in the bottom right corner of the Size group, click the Size and Position dialog box launcher. In the Format Shape dialog box, click Position in the left pane, and in the Position pane, do the following to position the third and fourth ovals:In the Horizontal box, enter 3.52”.In the Vertical box, enter 2.98”. Repeat step 9 two more times, for a total of four ovals. Under Drawing Tools, on the Format tab, in the bottom right corner of the Size group, click the Size and Position dialog box launcher. In the Format Shape dialog box, click Position in the left pane, and in the Position pane, do the following to position the third and fourth ovals:Select the third oval on the slide, and then enter 3.52” in theHorizontal box and 4.27” in the Vertical box.Select the fourth oval on the slide, and then enter 2.99” in theHorizontal box and 5.66” in the Vertical box.To reproduce the text on this slide, do the following:On the Insert tab, in the Text group, click Text Box, and then on the slide, drag to draw the text box. Enter text in the text box and select the text. On the Home tab, in the Font group, do the following: In the Font list, select Corbel.In the Font Size list, select 22.Click the arrow next to Font Color, and then under Theme Colors click White, Background 1, Darker 50% (sixth row, first option from the left).On the Home tab, in the Paragraph group, click Align Text Left to align the text left in the text box.On the slide, drag the text box to the right of the first oval.Select the text box. On the Home tab, in the Clipboard group, click the arrow to the right of Copy, and then click Duplicate. Click in the text box and edit the text. Drag the second text box to the right of the second oval.Repeat steps 5-7 to create the third and fourth text boxes, dragging them to the right of the third and fourth ovals. To reproduce the animation effects on this slide, do the following:On the Home tab, in the Editing group, click Select, and then click Selection Pane. In the Selection and Visibility task pane, select the rectangle group. On the Animations tab, in the Advanced Animation group, click Add Animation, and then under Emphasis click Spin.Also on the Animations tab, in the Animation group, click the Effect Options dialog box launcher. In the Spin dialog box, do the following:On the Effects tab, in the Amount list, in the Custom box, enter 123°,and then press ENTER. Also in the Amount list, clickCounterclockwise.On the Timing tab, in the Duration box, select 1.00. On the Timing tab, in theStart list, selectWith Previous. On the slide, select the first oval. On the Animations tab, in the Advanced Animation group, click Add Animation, and then click More Emphasis Effects.In the Add Emphasis Effect dialog box, under Basic, click Fill Color. On the Animations tab, in the Animation group, click the Effect Options dialog box launcher. In Fill Color dialog box, the do the following:On the Effects tab, in the Fill Color list, click More Colors. In the Colors dialog box, on the Custom tab, enter values for Red:130, Green:153, Blue: 117. On the Timing tab, in the Duration box, , enter 0.50.On the Timing tab, in the Startlist, select After Previous. On the slide, select the first text box. On the Animations tab, in the Advanced Animation group, click Add Animation, and then under Entrance click Fade.Also on the Animations tab, in the Timing group, do the following:In theStart list, selectWith Previous.In the Duration box, enter 0.50. In the Selection and Visibility task pane, select the rectangle group. On the Animations tab, in the Advanced Animation group, click Add Animation, and then under Emphasis click Spin. Also on the Animations tab, in the Animation group, click the Effect Options dialog box launcher. In the Spin dialog box, do the following:On the Effects tab, in the Amount list, in the Custom box, enter 22°, and then press ENTER. Also in the Amount list, click Clockwise.On the Timing tab, in theStart list, selectOn Click. On the Timing tab, in the Duration box, enter 0.50.On the slide, select the second oval. On the Animations tab, in the Advanced Animation group, click AddAnimation, and then click More Emphasis Effects. In the Add Emphasis Effect dialog box, under Basic, click Fill Color. On the Animations tab, in the Animation group, click the Effect Options dialog box launcher. In the Fill Color dialog box, do the following:On the Effects tab, in the Fill Color list, click More Colors. In the Colors dialog box, on the Custom tab, enter values for Red:130, Green:153, Blue: 117. On the Timing tab, in the Startlist, select After Previous. On the Timing tab, in the Duration box, enter 0.50.On the slide, select the second text box. On the Animations tab, in the Advanced Animation group, click Add Animation, and then under Entrance click Fade.Also on the Animations tab, in the Timing group, do the following:In theStart list, selectWith Previous.In the Duration box, enter 0.50. On the slide, select the third oval. On the Animations tab, in the Advanced Animation group, click Add Animation, and then click More Emphasis Effects. In the Add Emphasis Effect dialog box, under Basic, click Fill Color. On the Animations tab, in the Animation group, click the Effect Options dialog box launcher. In the Fill Color dialog box, do the following:On the Effects tab, in the Fill Color list, click More Colors. In the Colors dialog box, on the Custom tab, enter values for Red:130, Green:153, Blue: 117. On the Timing tab, in the Startlist, select After Previous. On the Timing tab, in the Speedlist, select Very Fast.On the slide, select the third text box. On the Animations tab, in the Advanced Animation group, click Add Animation, and then under Entrance clickFade. Also on the Animations tab, in the Timing group, do the following:In theStart list, selectWith Previous.In the Duration box, enter 0.50.On the slide, select the fourth oval. On the Animations tab, in the Advanced Animation group, click Add Animation, and then click More Emphasis Effects. In the Add Emphasis Effect dialog box, under Basic, click Fill Color. On the Animations tab, in the Animation group, click the Effect Options dialog box launcher. In the Fill Color dialog box, do the following:On the Effects tab, in the Fill Color list, click More Colors. In the Colors dialog box, on the Custom tab, enter values for Red:130, Green:153, Blue: 117. On the Timing tab, in the Startlist, select After Previous. On the Timing tab, in the Duration box, enter 0.50.On the slide, select the fourth text box. On the Animations tab, in the Advanced Animation group, click Add Animation,and then under Entrance click Fade. On the Animations tab, in the Timing group, do the following:In theStart list, selectWith Previous.In the Duration box, enter 0:50.
  • Stacked blocks with text(Intermediate)  To reproduce the shape effects on this slide, do the following:On the Home tab, in theSlides group, click Layout, and then click Blank.On the Home tab, in the Drawing group, click Shapes, and then under Rectangles click Rectangle (first option from the left). On the slide, drag to draw a rectangle. Under Drawing Tools, on the Format tab, in the Size group, click the Size and Position dialog box launcher. In the Format Shape dialog box, click Size in the left pane. In the Size pane, do the following:Under Size and rotate, in the Height box, enter 1.75”.In the Width box, enter 1.75”.Also in the Format Shape dialog box, click Position in the left pane. in the Positionpane, do the following:In the Horizontal box, enter 1.76”. In the From box, click Top Left Corner.In the Vertical box, enter 3.17”. In the From box, click Top Left Corner.Also in the Format Shapedialog box, click Fill in the left pane. In the Fill pane, select Solid fill, click the button next to Colors, and then clickMore Colors. In the Colors dialog box, on the Custom tab, enter values for Red: 223, Green: 96, Blue: 93.Also in the Format Shapedialog box, click Line Color in the left pane, and then select No line. Also in the Format Shapedialog box, click Shadow in the left pane, and then do the following in the Shadow pane:Click the button next to Presets, and then under Outer click Offset Diagonal Bottom Left (first row, third option from the left). In the Transparency box, enter 70%.In the Size box, enter 110%.In the Blur box, enter 28 pt. In the Angle box, enter 190°.In the Distance box, enter 20 pt. Also in the Format Shapedialog box, click 3-D Format in the left pane, and then do the following in the 3-D Format pane:Under Depth, in the Depth box, enter 130 pt. Under Surface, click the button next to Material, and then under Standard click Warm Matte (second option from the left). Click the button next to Lighting, and then under Neutral click Three Point (first row, first option from the left). Also in the Format Shapedialog box, click 3-D Rotation in the left pane. In the 3-D Rotation pane, click the button next to Presets, and then under Parallel click Isometric Top Up (first row, third option from the left). Select the rectangle. On the Home tab, in the Clipboard group, click the arrow to the right of Copy, and then click Duplicate. Select the second (duplicate) rectangle. Under Drawing Tools, on the Format tab, in the Size group, click the Size and Position dialog box launcher. In the Format Shape dialog box, click Position in the left pane. In the Positionpane, do the following:In the Horizontal box, enter 4.23”. In the From box, click Top Left Corner.In the Vertical box, enter 3.17”. In the From box, click Top Left Corner. Also in the Format Shape dialog box, click Fill in the left pane. In the Fill pane, select Solid fill, click the button next to Color, and then click More Colors. In the Colors dialog box, on the Custom tab, enter values for Red: 247, Green: 154, and Blue: 91.Select the second rectangle. On the Home tab, in the Clipboard group, click the arrow to the right of Copy, and then click Duplicate. Select the third rectangle. Under Drawing Tools, on the Format tab, in the Size group, click the Size and Position dialog box launcher. In the Format Shape dialog box, click Position in the left pane. In the Positionpane, do the following:In the Horizontal box, enter 3”. In the From box, click Top Left Corner.In the Vertical box, enter 1”. In the From box, click Top Left Corner.Also in the Format Shape dialog box, click Fill in the left pane. In the Fill pane, select Solid fill, click the button next to Color, and then click More Colors. In the Colors dialog box, on the Custom tab, enter values for Red: 93, Green: 199, and Blue: 217.Also in the Format Shape dialog box, click Shadow in the left pane. In the Shadow pane, click the button next to Presets, and then click No Shadow. To add text to this slide, do the following: On the Insert tab, in the Text group, click Text Box. Enter text in the text box, select the text, and then on the Home tab, in the Font group, select Franklin Gothic Medium Cond from the Font list and then select 40 from the Font Size list.On the Home tab, in the Paragraph group, click Center to center the text in the text box.Select the text box. Under Drawing Tools, on the Format tab, in the WordArt Styles group, click the FormatTextEffects dialog box launcher. In the FormatTextEffects dialog box, click Text Fill in the left pane. In the Text Fill pane, select Solid fill, click the button next to Color, and then under Theme Colors click Black, Text 1 (first row, second option from the left).Also in the FormatTextEffects dialog box, click Text Box in the left pane. In the Text Box pane, under Text layout, in the Text direction list, select Rotate all text 90°.Also in the FormatTextEffects dialog box, click 3-D Rotation in the left pane. In the 3-D Rotation pane, click the button next to Presets, and then under Parallel click Isometric Top Up (first row, third option from the left). Under Drawing Tools, on the Format tab, in the bottom right corner of the Size group, click the Size and Position dialog box launcher. In the Format Shape dialog box, click Position in the left pane. In the Positionpane, do the following:In the Horizontal box, enter 2.21”.In the Vertical box, enter 3.35”.Drag the square blue adjustment handles on the top and bottom of the text box to adjust the height so that the text is centered on the top face of the red cube. Select the text box. On the Home tab, in the Clipboard group, click the arrow to the right of Copy, and then click Duplicate. Click in the second text box and edit the text.Select the second text box. Under Drawing Tools, on the Format tab, in the WordArt Styles group, click the FormatTextEffects dialog box launcher. In the FormatTextEffects dialog box, click Text Box in the left pane. In the Text Box pane, under Text layout, in the Text direction list, select Horizontal.Also in the FormatTextEffects dialog box, click 3-D Rotation in the left pane. In the 3-D Rotation pane, click the button next to Presets, and then under Parallel click Isometric Left Down (first row, first option from the left). Under Drawing Tools, on the Format tab, in the bottom right corner of the Size group, click the Size and Position dialog box launcher. In the Format Shape dialog box, click Position in the left pane. In the Positionpane, do the following:In the Horizontal box, enter 3.75”.In the Vertical box, enter 4.77”.Drag the square blue adjustment handles on the left and right of the second text box to adjust the width so that the text is centered on the bottom left face of the orange cube. Select the second text box. On the Home tab, in the Clipboard group, click the arrow to the right of Copy, and then click Duplicate. Click in the third text box and edit the text.Select the third text box. Under Drawing Tools, on the Format tab, in the WordArt Styles group, click the FormatTextEffects dialog box launcher. In the FormatTextEffects dialog box, click 3-D Rotation in the left pane. In the 3-D Rotation pane, click the button next to Presets, and then under Parallel click Isometric Right Up (first row, second option from the left). Under Drawing Tools, on the Format tab, in the Size group, click the Size and Position dialog box launcher. In the Size and Position dialog box, on the Positiontab, do the following:In the Horizontal box, enter 3.81”.In the Vertical box, enter 2.59”. Drag the square blue adjustment handles on the left and right of the third text box to adjust the width so that the text is centered on the bottom right face of the blue cube. To reproduce the background effects on this slide, do the following:On the Design tab, in the Background group, click Background Styles, and then click Format Background. In the Format Background dialog box, click Fill in the left pane, select Gradient fill in the Fill pane, and then do the following:In the Type list, select Radial.Click the button next to Direction, and then click From Center (third option from the left).Under Gradient stops, click Add gradient stops or Remove gradient stops until two stops appear in the slider.Also under Gradient stops, customize the gradient stops as follows:Select the first stop in the slider, and then do the following: In the Position box, enter 0%.Click the button next to Color, and then under Theme Colors click White, Background 1 (first row, first option from the left).In the Transparency box, enter 0%. Select the next stop in the slider, and then do the following: In the Position box, enter 100%.Click the button next to Color, and then under Theme Colors click White, Background 1, Darker 35% (fifth row, first option from the left).In the Transparency box, enter 0%.

Transcript

  • 1. TOTAL SERVICE MANAGEMENT PRESENTED BY: RAHUL CHAUDHURY RAJEEV SHARAN RAJSHREE SONI
  • 2. WHY TSM?
  • 3. WHY TSM? VALUE CHAIN Primary Activities Support Activities Inbound Administration Logistics Infrastructure Operations HRM Outbound Technology Logistics (R&D) Marketing & Procurement Sales Services & Maintenance
  • 4. DESIRED EFFECIENCY More Quality Flexibility Better Customer Service
  • 5. TOTAL SERVICE MANAGEMENT• Definition : The aggregation and consolidation of all relevant service-level data in real-time into a single system, which can then process and distribute this information to human operators and other systems is known as Total service Management.• Measuring service levels across the organisation is a business process that requires processes, organisational structures and specific applications.
  • 6. OUTCOMES OF TSM• Tidiness and cleanliness• Shorter throughput times• Space savings• Reduced costs• More transparency• High material availability• Short search and find times• High value contribution, less waste• Motivation and higher staff satisfaction
  • 7. TOTAL SERVICE MANAGEMENT LIFE-CYCLE
  • 8. COMPONENTS OF TSM
  • 9. TSM- SERVICE SUPPORTIncident Change Configuration Problem ReleaseManagement Management Management Management Management
  • 10. TSM- SERVICE DELIVERY Service-level Management Availability Management Capacity Management Financial Management IT Service Continuity Management
  • 11. INCIDENT MANAGEMENT• Incident Management is a process in its own right (owned and managed by the Service Desk)• Revised scope for incident definition (now includes service requests)• Clearer delineation between Incident Management and Problem Management• Clear description of the role of 2nd/3rd, nth• line support (support groups)
  • 12. INCIDENT MANAGEMENT
  • 13. INCIDENT MANAGEMENT• Incident Management is a process in its own right (owned and managed by the Service Desk)• Revised scope for incident definition (now includes service requests)• Clearer delineation between Incident Management and Problem Management• Clear description of the role of 2nd/3rd, nth• line support (support groups)
  • 14. INCIDENT MANAGEMENT• Responsible for finding Resolutions and Work-arounds
  • 15. PROBLEM MANAGEMENT• Revised description of Problem Control – identification and recording – Classification – investigation and diagnosis• Error Control• Specific proactive PM activities: – trend analysis – targeting preventive action
  • 16. PROBLEM MANAGEMENT• No more confusion between Problem Management and 2nd/3rd line support• Focus is on building Knowledge Management – FAQs on the Intranet• Guidelines for identification of Problems• Problem Analysis methods (in Appendix) – Kepner Tregoe – Ishikawa Diagrams
  • 17. PROBLEM MANAGEMENT
  • 18. CHANGE MANAGEMENT• Business Trends• Three Approval Issues – Financial – Technical – Business
  • 19. CHANGE MANAGEMENT• Relationship to program management (PMO)• Communication within the organisation – FSC: Forward Schedule of Change – PSA: Projected Service Availability• New emphasis on regressions and back-out strategy• Risk assessment stressed as part of priority allocation• Change Models for standard procedures• PIR - Post Implementation Review
  • 20. RELEASE MANAGEMENT• Revised process name for Software Control & Distribution – Software now hardware, software and documentation – Control now part of Configuration Management – Distribution now central part of Release Management• Awareness of possible problems that have been en countered
  • 21. RELEASE MANAGEMENT• Three categories of releases:1. minor (small enhancements & fixes)2. major (new functionality)3. emergency (incidents / urgent changes)• Activities: Roll-out, planning & communication• Tools & Technology
  • 22. CONFIGURATION MANAGEMENT• Activity Emphasis: Planning• Central function: Change + Config. + Release• Change and Configuration Management Plan (C&CM)• New Process Role: Configuration Librarian• Scope: hardware + software + documentation• Terminology: CMDB, DSL and DHS
  • 23. CONFIGURATION MANAGEMENT• Change in terminology Verification enhanced with Audits Baseline now Configuration Baseline• License Management Relationship to Security Management Relationship to DSL• Asset Management
  • 24. CAPACITY MANAGEMENT• More emphasis on a business management perspective. Reduced volume of technical how-to• Sub-processes Business Capacity Management Service Capacity Management Resource Capacity Management• Significant clarity on the principles, activities, planning and implementation, reporting metrics, relationships and capacity plan contents
  • 25. CAPACITY MANAGEMENT
  • 26. IT SERVICES CONTINUITY MANAGEMENT• ITSCM is part of and supports the larger Business Continuity Management (BCM)• Scope of ITSCM OUT: Business Recovery (part of BCM) IN: all components (including non-IT) relevant to IT-Service Continuity• Business Impact Analysis identify minimal service levels for critical business processes• Management structure, roles and responsibilities
  • 27. AVAILABILTY MANAGEMENT• Significant improvement in clarity of process goal, mission statement and scope without technical complications• Planning and design for high availability and recovery
  • 28. AVAILABILTY MANAGEMENT• Thorough guidance on End-User Availability metrics and reporting Vital Business Functions (VBFs) cost of UNavailability• Comprehensive guidance for availability improvement – analysis, methods and techniques Component Failure Impact Analysis (CFIA) Service Outage Analysis (SOA)
  • 29. SERVICE DELIVERY PROCESS MODEL
  • 30. LEVELS OF SERVICE MANAGEMENT• Total service level management provides the most efficient way – to monitor service agreements (SLAs) and – to manage service objectives (SLOs), and enables more responsive service provision.• SLAs are contractual commitments between the providers and customers.• SLOs are generalised service levels across a set of customers.
  • 31. • Total service management automates the process of implementing, measuring, computing and reporting on SLAs and SLOs, both in real-time and historically.• Ensuring high service levels of service management helps reduce time, maintain margins.• Sources for service information vary widely and include applications, servers and network equipment, as well as other operational support applications such as trouble ticketing, order handling and fault and performance management.
  • 32. SERVICE LEVEL MANAGEMENTPROCESS
  • 33. TSM – PROCESS FLOW
  • 34. TSM can be an easy task, where
  • 35. STEPS of TSM Audit & Assessment - Discover, document and assess the existing Industry infrastructure. Remediation (if required) - Correct problems with existing infrastructure Performance Monitoring - Monitor and report on the performance of infrastructure Support - Support for staff on IT problems Operational Maintenance - Operate and Maintain Infrastructure
  • 36. THANK YOU