ITIL study notes................(Service Strategy and Design)

1. Lec-2: ITIL
Mr. Islahuddin Jalal
MS (Cyber Security) – UKM Malaysia
Research Title – 3C-CSIRT Model for Afghanistan
BAKHTAR UNIVERSITY ‫باخترپوهنتون‬ ‫د‬

2. ITIL Service Lifecycle

3. Service Strategy
• It is just the guidance for serving the customers by setting objectives
and expectations of performance and to identify, select and prioritize
opportunities.
• Ensuring that organizations are in a position to handle the costs and
risks associated with their service portfolios, and are set up not just
for operational effectiveness but also for distinctive performance.

4. Purpose of Service Strategy
• It sets out guidance to all IT service providers and their customers, to
help them operate and thrive in the long term by building a clear
service strategy.
• A fundamental acknowledgement that customers do not buy products, they
buy the satisfaction of particular needs
• The services provided must be perceived by the customer to deliver sufficient
value in the form of outcomes that the customer wants to achieve.

5. Service Strategy Development
• Requires a precise understanding of:
• What service should be offered?
• Who the services should be offered to?
• How the internal and external market places for their services should be
developed?
• How the customers and stakeholders will perceive and measure value?
• How this value be created?
• How customers will make service sourcing decisions with respect to use of
different types of service providers
• How the allocation of available resources will be tuned to optimal effect
across the portfolio of services?

6. Four Ps of Strategy
• Perspective: the distinctive vision and direction
• Position: the basis on which the provider will compete
• Plan: How the provider will achieve their vision
• Pattern: the fundamental way of doing things – distinctive patterns in
decisions and actions over time

7. Service Strategy has four activities
Define the Market
Develop the Offerings
Develop Strategic Assets
Prepare for Execution

8. Service Assets
• Resources
• Things you buy or pay for
• IT Infrastructure, people, money
• Tangible Assets
• Capabilities
• Things you grow
• Ability to carry out an activity
• Intangible assets
• Transform resources into Services

9. Service Portfolio Management
• Prioritises and manages investments and resource
allocation
• Proposed services are properly assessed
• Business Case
• Existing Services Assessed.
• Outcomes:
• Replace
• Rationalise
• Renew
• Retire

10. Service Design
• How are we going to provide it?
• How are we going to build it?
• How are we going to test it?
• How are we going to deploy it?

11. Processes in Service Design
• Availability Management
• Capacity Management
• Disaster Recovery Management
• Supplier Management
• Service Level Management
• Information Security Management
• Service Catalogue Management

12. Service Level Management
• Service Level Agreement
• Operational Level Agreements
• Internal
• Underpinning Contracts
• External Organisation
• Supplier Management
• Can be an annexe to a contract
• Should be clear and fair and written in easy-to-understand,
unambiguous language
• Success of SLM
• How many services have SLAs?
• How does the number of breaches of SLA change over time
(we hope it reduces!)?

13. Things you might find in an SLA
Service
Description
Hours of
operation
User Response
times
Incident
Response
times
Resolution
times
Availability &
Continuity
targets
Customer
Responsibilities
Critical
operational
periods
Change
Response
Times

14. Types of SLA
• Service-based
• All customers get same deal for same services
• Customer-based
• Different customers get different deal (and different cost)
• Multi-level
• These involve corporate, customer and service levels and
avoid repetition

15. Capacity Management
• Process used to manage information technology (IT).
• Its primary goal is to ensure that IT resources are
• right-sized to meet current and future business requirements in a cost-
effective manner
• Capacity Management consists of three sub-process.
• Business capacity management
• Service capacity management
• Resource capacity management

16. •Configuration data
•SLAs
•Business plans / strategy
•IS/IT plans / strategy
•Business
requirements/volumes
•Operational schedules
•Deployment / development
plans
•Forward Schedule of
Changes
•Incident/Problem reports
•SLA breach reports
•Budgets/Financial
•BUSINESS CAPACITY
MANAGEMENT
Business requirement trends &
forecasts
•SERVICE CAPACITY
MANAGEMENT
•Monitor, analyze, tune &
report on service performance
•Establish baselines & profiles
of service usage
•Manage service demand
•RESOURCE CAPACITY
MANAGEMENT
•Component level utilization
baselines & profiles
•Capacity Plan
•Baselines & Profiles
•Thresholds & Alarms
•Capacity Reports
•SLA recommendations
•Costing & Charging
recommendations
•Proactive changes &
service improvements
•Revised operational
schedule
•Effectiveness reviews
•Audit reports
INPUTS SUB-PROCESS OUTPUTS
NIRVANA…

17. Right Capacity, Right Time, Right Cost!
• This is capacity management
• Balances Cost against Capacity so minimises costs
while maintaining quality of service

18. Thank You
For Your Patience