Service Management Service Management

Introduction Two questions to answer… Why? What? Service Management

Two questions to answer…

Why?

What?

Why do we need Service Management? Organisations exist to serve their customers Organisations rely on information technology, increasingly Technology is getting more complicated and more of it is required to stay competitive Greater impact, greater visibility of failure Complex requirements result in complex systems / services which makes for complicated relationships between the business and IT Service Management

Organisations exist to serve their customers

Organisations rely on information technology, increasingly

Technology is getting more complicated and more of it is required to stay competitive

Greater impact, greater visibility of failure

Complex requirements result in complex systems / services which makes for complicated relationships between the business and IT

Interaction Managing the interaction between end users and the IT organisation The flow of incidents, requests and problems into the organisation Flow of information from IT to the users as individuals or groups The interaction between the end user and the different processes within the IT organisation Service Desk Represents the IT organisation to the customer and the customer to the IT organisation Can also be the resolver of many incidents and requests Service Management

Managing the interaction between end users and the IT organisation

The flow of incidents, requests and problems into the organisation

Flow of information from IT to the users as individuals or groups

The interaction between the end user and the different processes within the IT organisation

Service Desk

Represents the IT organisation to the customer and the customer to the IT organisation

Can also be the resolver of many incidents and requests

Response to Failures Managing the response to failure of an IT service Aim is to restore normal service operation as quickly as possible Additionally to minimise the disruption to the business Incident Management Ensure best achievable levels of availability and service are maintained Service Management

Managing the response to failure of an IT service

Aim is to restore normal service operation as quickly as possible

Additionally to minimise the disruption to the business

Incident Management

Ensure best achievable levels of availability and service are maintained

Improvement Manage the on-going improvement process Identify root causes and get them fixed or publish workarounds To minimise adverse affects of incidents and problems Problem Management Ensure best achievable levels of availability and service are maintained Service Management

Manage the on-going improvement process

Identify root causes and get them fixed or publish workarounds

To minimise adverse affects of incidents and problems

Problem Management

Ensure best achievable levels of availability and service are maintained

The Environment Manage the components of the environment that make up the end to end service Have a logical model of the environment Understand which parts of the infrastructure are required for each service Configuration Management Important not just for dealing with incidents but capacity planning and preventative maintenance Service Management

Manage the components of the environment that make up the end to end service

Have a logical model of the environment

Understand which parts of the infrastructure are required for each service

Configuration Management

Important not just for dealing with incidents but capacity planning and preventative maintenance

Changes Manage the process by change occurs to the infrastructure and to process Reduce any negative impact of changes to the infrastructure Control the process by which changes are made to ensure quality Change / Release Management Service Management

Manage the process by change occurs to the infrastructure and to process

Reduce any negative impact of changes to the infrastructure

Control the process by which changes are made to ensure quality

Change / Release Management

Relationship Manage the relationship between what the customer wants, what the customer is prepared to pay for and the service that is actually delivered Cycle of agreeing, monitoring, reporting and reviewing IT service achievements Instigating actions to prevent unacceptable service levels Service Level Management Service Management

Manage the relationship between what the customer wants, what the customer is prepared to pay for and the service that is actually delivered

Cycle of agreeing, monitoring, reporting and reviewing IT service achievements

Instigating actions to prevent unacceptable service levels

Service Level Management

People People are fundamentally important Need to have the right people in the right roles Need to be developing them, so they remain engaged and committed Need to be providing coaching and feedback to encourage positive behaviours and correct negative ones Need to provide them with the right training and tools Service Management

People are fundamentally important

Need to have the right people in the right roles

Need to be developing them, so they remain engaged and committed

Need to be providing coaching and feedback to encourage positive behaviours and correct negative ones

Need to provide them with the right training and tools

Summary Why What Interaction Response to failure Improvement The Environment Changes Relationship People Service Management

Why

What

Interaction

Response to failure

Improvement

The Environment

Changes

Relationship

People

Questions ? Service Management

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