1. IT Service Management
Implementation
Rabah Odeh
Senior Security Consultant

2. November 24, 2015 2
Objectives
• Describe service management framework
• Describe service management processes

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Agenda
• ITIL/ITSM
• IT Service Management Framework
• IT Service Processes
• Detailed Review of Incident and Service Request
Management Process
• Implementation

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ITIL/ITSM
• ITIL/ITSM is a framework for managing service
− Service centric model of the IT processes required to deliver
quality IT services to the internal and external customers
and how these processes relate to each other
• Not a formal standard with certifications
− ISO/IEC 20000 is a related formal standard
• Service management implementation can be complex
• Need to understand why it is being done, what
resources are required and how it should be phased

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IT Process and Service Management Framework

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IT Service Management Framework
• One possible view of service management
• Provides a strategic framework within which selected
elements of service management are implemented
and deployed
1. Without such a framework, IT will struggles to determine
Current state of IT with regard to service delivery capability
2. Presents a desired future state of IT service management
3. Defined steps necessary to bridge gaps and achieve the
Service Management goals of IT
4. Provides a long-term goal for implementation and enables
measurements against status of implementation
5. Ensures you get implementation right

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Framework - Service Operations Processes
• Problem Management
− Minimises the effect of errors in the IT environment and IT services on
the customers. It is a process focused on diagnosing and rectifying
problems in the IT environment to obtain the highest possible stability in
IT service delivery
• Incident and Service Request Management
− Manages the day-to-day support interface between end Users and
service providers and minimises service disruption to the end User by
quickly resolving Incidents that occur in the infrastructure
− Call Management and efficient first-level support are encompassed in
this process.
• Operations Management
− Performs and manages day-to-day processing activities required for IT
Service Delivery in accordance with agreed-upon service levels and
operates the IT Production environment required to deliver services

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Problem Management Process Relationships

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Problem Management Overview

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Operations Management Process Relationships

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Operations Management Overview

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Framework - Service Design and Management
Processes
• Security Management
− Manages a defined level of security on information and IT services.
• Continuity Management
− Manages organisation’s ability to continue providing a pre-determined and
agreed level of IT Services to support the minimum business requirements
following an interruption to the business
• Availability Management
− Plans for, monitors, manages and improves service availability, at acceptable
costs, to users in order to meet the service requirements as per SLA
• Capacity Management
− Ensures the provision and management of IT capacity to meet evolving business
requirements on time and at effective cost
• Financial Management
− Management of the monetary resources of the organisation, supporting planning
and execution of the business objectives to achieve maximum efficiency
− Responsible for accounting the service costs and return on IT Service
investments, as well as recovering costs from the customers

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Security Management Process Relationships

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Security Management Overview

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Continuity Management Process Relationships

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Continuity Management Overview

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Availability Management Process Relationships

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Availability Management Overview

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Capacity Management Process Relationships

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Capacity Management Overview

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Financial Management Process Relationships

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Financial Management Overview

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Framework - Service Development and
Deployment Processes
• Service Build and Test
− Develops, tests and documents new services and
enhancements and fixes to an existing service
• Release to Production
− Deploys one or more production copies of a new or updated
CI under the overall supervision of Change Management

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Service Build and Test Process Relationships

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Service Build and Test Overview

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Release to Production Process Relationships

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Release to Production Overview

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Framework - Business and IT Alignment
Processes
• Service Planning
− Designs, develops and controls Service Plan required for service
development
• IT Strategy and Architecture Planning
− Development and maintenance of IT strategies and architecture for the
deployment and implementation of IT infrastructure solutions throughout
the organisation in a cost-effective manner
• Customer Management
− Establishes and maintains links between executive business managers
and the IT services organisation
• IT Business Assessment
− Assesses the market for IT Services, determines business needs and
recommends IT Services to full-fill specific market segment business
requirements

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Service Planning Process Relationships

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Service Planning Overview

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IT Strategy and Architecture Planning Process
Relationships

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IT Strategy and Architecture Planning Overview

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Customer Management Process Relationships

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Customer Management Overview

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IT Business Assessment Process Relationships

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IT Business Assessment Overview

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Framework - Service Development and
Deployment Processes
• Service Build and Test
− Develops, tests and documents new services and
enhancements and fixes to an existing service
• Release to Production
− Deploys one or more production copies of a new or updated
CI under the overall supervision of Change Management

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Service-Level Management Process
Relationships

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Service-Level Management Overview

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Change Management Process Relationships

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Change Management Overview

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Configuration Management Process
Relationships

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Configuration Management Overview

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Incident and Service Request Management
Detailed Review
• Principles of operation
• Process relationships
• Process overview
• Detailed processes

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Incident and Service Request Management
Principles of Operations
• There is one Incident and Service Request Management process
• The Incident and Service Request Management Process provides
customers with one single point of contact (SPOC)
• First Level Support maintains ownership of Incidents and Service Requests
until the Customer agrees that the Incident or Service Request has been
resolved
• All Incidents and Service Requests received by the Service Desk must be
logged
• All Incident and Service Request progress and resolutions must be
documented in the Incident and Service Request Management database
• Timely and accurate information regarding known or expected degradation
of service must be made available to the Customers
• There is one defined escalation and transfer process to ensure timely
resolution of escalated incidents
• There is one Incident and Service Request Management Process Quality
Control process in place continually monitoring and measuring the success
in achieving our quality targets, identifying potential process improvements,
and committed to defining training opportunities for developing IT staff

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Incident and Service Request Management
Process Relationships

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Incident and Service Request Management
Process Overview

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Incident and Service Request Management Detailed
Process - Log Incident /Service Request

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Incident and Service Request Management Detailed
Process - Assign Incident /Service Request

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Incident and Service Request Management Detailed
Process - Diagnose /Resolve at Level 1

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Incident and Service Request Management Detailed Process -
Diagnose / Resolve Using Incident Support

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Incident and Service Request Management Detailed
Process - Manage Escalation

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Incident and Service Request Management Detailed
Process - Diagnose /Resolve Via Escalation Team

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Incident and Service Request Management
Detailed Process - Implement Service Request

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Incident and Service Request Management
Detailed Process - Incident Control

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Incident and Service Request Management Detailed
Process - Close Incident /Service Request

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Incident and Service Request Management
Detailed Process - Report Metrics

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Incident and Service Request Management Detailed
Process - Evaluate and Improve Process

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Implementation
• Not a trivial task
• Need to dedicate resources realistically
• Identify phased implementation path
• Select tools to implement
• Willingness to follow processes after implementation

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More Information
Rabah Odeh
Senior Security Consultant
Rabah_o@yahoo.com