IT Service Management And Improvement Framework

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IT Service Management And Improvement Framework

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IT Service Management And Improvement Framework

  1. 1. An intro to ITIL: IT Service Management and Improvement Framework - Sudhendu Das 1/18/2007 1
  2. 2. “Getting Operations Wrong” Bites Development Where’s my project gone? Infrastructure Where’s my money gone? Operations Where’s my business gone? 1/18/2007 2
  3. 3. What is Service Management? “Management of the agreed service to meet the customers requirements” 1/18/2007 3
  4. 4. Introducing ITIL ITIL – Information Technology Infrastructure Library. Service Management Processes. Developed by the Office for Government Commerce (OGC) in England (late 1980’s). Best practices focused on the management of IT service processes. Open source. 1/18/2007 4
  5. 5. ITIL Service Management Goals Ensure that IT services are aligned to the needs of customers and users (measurable). Improve availability and stability of services. Improve communication within IT and with users. Improve efficiency of internal processes. Ensure that all information is “evergreen.” 1/18/2007 5
  6. 6. ITIL Service Management (ITSM) Two main components: Service Support – five processes that provide support for day-to-day operation of IT services. Service Delivery – five processes that focus on long-term planning and improvement of IT services. These two components are linked together through the Service Desk. 1/18/2007 6
  7. 7. Deming the inspiration: Continuous Improvement 1/18/2007 7
  8. 8. ITIL Service Mgmt Simplified Business, Customers & Users Business, Customers & Users Service Service Level Service Service Level Desk Management Desk Management Incident Availability Incident Availability Management Management Management Management Problem Capacity Problem Capacity Management Management Management Management Change Financial Change Financial Management Management Management Management Release Service Release Service Management Continuity Management Continuity Configuration Configuration Management Management 1/18/2007 8
  9. 9. ITIL Service Support 1/18/2007 9
  10. 10. Service Support Service Desk Help Desk Incident Management Problem Management Problem Management Configuration Management Configuration Management Change Management Change Management Software Control & Distribution Release Management 1/18/2007 10
  11. 11. Service Desk Function NOT a process but an organisational unit Owns the Incident Management Process The day-to-day Single Point of Contact (SPOC) for the user community (technical & business) Describes present-day best practices in customer (user) service support 1/18/2007 11
  12. 12. Service Desk Function Employee Revenue retention growth Service Employee Value for Customer Customer quality satisfaction customers satisfaction loyalty Employee Profitability productivity Service-Profit Chain model Technology & Environment considerations Staffing Training/ Soft Skills 1/18/2007 12
  13. 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) 1/18/2007 13
  14. 14. Incident Management 1/18/2007 14
  15. 15. Incident Management • Responsible for finding Resolutions and Work-arounds Incident Management Process Incident Incident Detection Solved Work-around/ Resolution information Matching Problems & Known Errors Problem Problem Records Detected Work-around found Accept Work-around Structural resolution Problem Management Process 1/18/2007 15
  16. 16. 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 1/18/2007 16
  17. 17. 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 1/18/2007 17
  18. 18. Problem Management 1/18/2007 18
  19. 19. Change Management Business opportunities Business Trends Three Approval Issues Technology opportunities Financial Technical Business 1/18/2007 19
  20. 20. 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 1/18/2007 20
  21. 21. 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 encountered 1/18/2007 21
  22. 22. 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 1/18/2007 22
  23. 23. 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 1/18/2007 23
  24. 24. Configuration Management Change in terminology Verification enhanced with Audits Baseline now Configuration Baseline License Management Relationship to Security Management Relationship to DSL Asset Management 1/18/2007 24
  25. 25. Service Support process model The Business, Customers or Users Difficulties Communications Queries Updates Changes Releases Enquiries Work arounds Incidents Service Desk Incident Management Problem Management Change Management Incidents Release Management Management Configuration Tools Management CMDB 1/18/2007 25
  26. 26. Service Support processes Configuration Identify, control, & manage IT resources within a Configuration Database (CMDB). Change Handle changes efficiently, with standardized methods, to minimize impact to service delivery. Incident Restore normal service operation ASAP and minimize adverse impact on users & the organization. 1/18/2007 26
  27. 27. Service Support Processes (cont.) Minimize the adverse effect of Problem incidents and problems caused by errors in the infrastructure, and prevent recurrence. Release Ensure production readiness, quality of hardware, and documentation across a distributed environment. 1/18/2007 27
  28. 28. Service Delivery 1/18/2007 28
  29. 29. Service Delivery Capacity Management Capacity Management Cost Management Financial Management for IT Services Availability Management Availability Management Service Level Service Level Management Management Contingency Planning IT Service Continuity Management 1/18/2007 29
  30. 30. Service Level Management Goal is to “maintain and gradually improve” through a cycle of Agree-Monitor-Report- Act Hierarchic organisation of Services Service Level Agreements multi-level SLA structures establish monitoring capabilities SLAM / RAG charts Service Quality Plan now Service Improvement Program 1/18/2007 30
  31. 31. Service Level Management Process Established Function Implement SLA’s n t io g in A ’ ’s ta LA nn en es ic em a s O rv Pl se U te pl Ag ’s & SL ia Im ue Ne t f vi got og ra C al e D re at Manage the ongoing process ew C Re Re r ew Re rt ito po vi on M Periodic Reviews C’ ’s. s ,U A es s ’s SL oc O view pr M LA Re SL ew vi Re 1/18/2007 31
  32. 32. Financial Management for IT Services Main processes: Budgeting, Accounting, Charging Service Budgeting Accounting Charging Catalogue Financial Targets Cost Models Charging Policies SLM feedback 1/18/2007 32
  33. 33. Cost-by-Service Cycle All IT Costs Hardware Software Employment AccommodationExternal Service Transfer Cost Elements Indirect Costs absorbed Direct Costs Unabsorbed Indirect Costs by each service Cost-by-Service Service A Service B Service C Service D Total Cost of IT services 1/18/2007 33
  34. 34. 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 1/18/2007 34
  35. 35. Capacity Management Activities Business Capacity Management (BCM) Iterative Activities Service Capacity Demand Management Mgmt (SCM) Resource Capacity Modeling Management (RCM) Storage Application of Sizing Capacity Mgmt Data Production of the Capacity Plan CDB 1/18/2007 35
  36. 36. IT Service 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 1/18/2007 36
  37. 37. Business Continuity Lifecycle Stage 1 Initiation Stage 2 Requirements & Strategy Stage 3 Implementation Stage 4 Operational Management 1/18/2007 37
  38. 38. Availability Management Significant improvement in clarity of process goal, mission statement and scope without technical complications Planning and design for high availability and recovery Length of Impact of unavailability unavailability time time 1/18/2007 38
  39. 39. Availability 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) 1/18/2007 39
  40. 40. Service Delivery process model The Business, Customers or Users Availability Management Service Level Requirements Management Targets Achievements Capacity IT Financial IT Service Management Management Continuity Alerts and Management Exceptions Tools Changes 1/18/2007 40
  41. 41. Service Delivery Service Level To maintain and improve IT service quality through an ongoing cycle of agreeing, monitoring and reporting to meet customer needs. Availability Optimize the capability of the infrastructure and organization to deliver a cost effective and sustained level of availability. Capacity Ensure current and future resources are greater than or equal to demand, and provided cost effectively. 1/18/2007 41
  42. 42. Service Delivery (cont.) Financial Plan for IT services and provide cost- effective stewardship of the IT assets and resources. Service Ensure recovery of IT systems to Continuity normal state after a disaster within Management agreed timeframes and using alternate methods. 1/18/2007 42
  43. 43. ITIL Service Desk Change Service Level Management Management Release Financial Incident Service Management Availability Service Management Management Management Support Delivery Configuration Problem Capacity IT Service Continuity Management Management Management Management Service Desk 1/18/2007 43
  44. 44. Service Desk Service Single point of contact for incident Desk reporting and service requests. Provides advice and guidance. Works towards rapid restoration of normal services. Service Request: a request that is not due to disruption. 1/18/2007 44
  45. 45. Benefits for IT Customers More customer-focused IT services More effective use of IT Improved flexibility Improved specification of IT services Improved manageability of quality and costs per Improved communication with the IT hea C department and ter Bet er, ast F 1/18/2007 45
  46. 46. Benefits for IT Organisations Improves efficiency through better alignment with business objectives Reduces “island thinking” by way of process alignment Offers simple and recognizable framework to improve communication Applies to any IT department because it is independent of technology, type of organization and size etc. Is based on best practices. 1/18/2007 46
  47. 47. Benefits of Best Practices Streamlines processes. Improves reliability of services. Adapts to changing needs of users. Allows operational, tactical and strategic planning. 1/18/2007 47
  48. 48. The Jigsaw Concept -I The original CCTA framework 1/18/2007 48
  49. 49. The Jigsaw Concept -II Implementing ITIL Service Service Support Delivery Applications Management The Business Infrastructure Perspective Management The revised OGC ITIL framework - 2001 1/18/2007 49
  50. 50. The Jigsaw Concept -III The current OGC framework 1/18/2007 50
  51. 51. BS15000 Processes Service Delivery Processes Security Service Level Management Capacity Management Management Service Reporting Availability Financial & Continuity Control Processes Management Management Configuration Management Change Management Release Relationship Processes Processes Resolution Processes Business Relationship Release Incident Management Management Management Supplier Problem Management Management 1/18/2007 51
  52. 52. Application Management Life-cycle 1/18/2007 52
  53. 53. Maturity of IT Organizations 1/18/2007 53
  54. 54. ITIL Maturity Model 1/18/2007 54
  55. 55. ITIL Capability Maturity Model 1/18/2007 55
  56. 56. Comparing ITS CMM to ITIL 1/18/2007 56
  57. 57. Questions? 1/18/2007 57
  58. 58. For more Info… Pink Elephant : www.pinkelephant.com ITIL (Libraries) & Service Management directories: www.itil-itsm- world.com/ British government ITIL: www.ogc.gov.uk/index.asp?id=2261 Foundations of IT Service Management, based on ITIL (Pieper, M.; Veen, A. van der; Bon, J. van ). ISBN: 9077212582 IT Service Management Forum: http://www.itsmfusa.org/mc/page.do The IT Service Capability Maturity Model: Frank Niessinka, Viktor Clerca, Ton Tijdinka, and Hans van Vlietb http://www.itservicecmm.org/ SudhenduD@gmail.com, Sudhendu.Das@citigroup.com (908) 616 -1369, (908) 563 -2646 1/18/2007 58

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