IT Service Management Overview


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EAITSM - FCI-CU Joint Workshop 28-07-2009

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IT Service Management Overview

  1. 1. IT Service ManagementOVERVIEW<br />Ahmed Al-Hadidi<br />
  2. 2. Agenda<br />Introduction<br />IT Service Management<br />ITIL<br />ITIL Versions<br />Other ITSM Frameworks and Standards<br />Questions<br />
  3. 3. Introduction<br />
  4. 4. Introduction<br />
  5. 5. Introduction<br />
  6. 6. Definitions<br />What is a Service?<br /> Service is a means of delivering value to customers by facilitating the outcomes that customers want to achieve without requiring them to own specific costs and risks.<br />What is Service Management?<br /> Service Management is a set of specialized organizational capabilities for providing value to customers in the form of services.<br />
  7. 7. The Philosophy of ITSM<br />IT is the Business<br />AND<br />Business is the IT<br />
  8. 8. The Objectives of ITSM<br />
  9. 9. Evolution of IT Management<br />
  10. 10. The 3 P’s<br /> ITSM is about the efficient, effective, and economical use of:<br />People<br />Processes<br />ITSM<br />Products<br />
  11. 11. ITIL (IT Infrastructure Library)<br />ITIL provides a framework of internationally accepted “Best Practices” for IT Service Management.<br />Most widely accepted approach for IT Service Management.<br />Series of books, each of which covers a core area within IT Service Management.<br />A process based approach for IT Service Management.<br />Focuses on effective, efficient, and economical use of people, processes, and products.<br />
  12. 12. Where does Best Practice Fit?<br />
  13. 13. ITIL History<br />
  14. 14. ITIL Process Model<br />Process Owner<br />Quality<br />And<br />KPI’s<br />Process Control<br />Process<br />Activities<br />And<br />Sub-Processes<br />Process Enablers<br />Resources<br />Process Goal<br />Outputs<br />Inputs<br />Roles<br />
  15. 15. ITIL Implementation Approach<br />
  16. 16. ITIL V2<br />Service Support covers 1 Function and 5 processes:<br /><ul><li> Service Desk (Function)
  17. 17. Incident Management
  18. 18. Problem Management
  19. 19. Change Management
  20. 20. Configuration Management
  21. 21. Release Management</li></ul>Service Delivery covers 5 processes:<br /><ul><li> Availability Management
  22. 22. Capacity Management
  23. 23. Financial Management
  24. 24. Service Level Management
  25. 25. IT Service Continuity Management</li></li></ul><li>ITIL V3<br />ITIL V3 covers 5 Lifecycles:<br /><ul><li> Service Strategy
  26. 26. Service Design
  27. 27. Service Transition
  28. 28. Service Operation
  29. 29. Continual Service Improvement</li></li></ul><li>Service Strategy<br />Lifecycle Objective:<br />Provides the guidance on how to design,<br />develop, and implement service <br />management as a strategic asset.<br />
  30. 30. Service Design<br />Lifecycle Objective:<br />Provides the guidance on translating <br />strategic plans and objectives by the design <br />and development of services and service <br />management <br />processes.<br />
  31. 31. Service Transition<br />Lifecycle Objective:<br />Provides the guidance for the development <br />and improvement of capabilities necessary <br />to transition new and/or changed services <br />into operations.<br />
  32. 32. Service Operation<br />Lifecycle Objective:<br />Provides the guidance on the management <br />of IT services through its day-to-day <br />production life in order to achieve efficiency <br />and effectiveness in the delivery and <br />support of services.<br />
  33. 33. Continual Service Improvement<br />Lifecycle Objective:<br />Provides guidance on the measurement of <br />service performance through the service <br />lifecycle, suggesting improvements to <br />ensure that a service delivers the maximum <br />benefit.<br />
  34. 34. ITIL V3 Processes and Functions<br />
  35. 35. ITIL’s IT Service Lifecycle Management<br />
  36. 36. COBIT<br />Control Objectives for Information and Related Technology<br />COBIT is a comprehensive set of resources that contain all the information organizations need to adopt an IT Governance and control framework.<br />Are we doing the right things in the right way?<br />AND<br />Are we getting the benefits?<br />
  37. 37. COBIT<br />
  38. 38. The COBIT Model<br />Executive Summary<br />Framework<br />Control Objectives<br />Audit Guidelines<br />Management Guidelines<br />Implementation Guide<br />
  39. 39. ISO/IEC 20000<br />ISO/IEC 2000 is the first international Standard for IT Service Management.<br />ISO/IEC 20000 is based largely on ITIL.<br />
  40. 40. ISO/IEC 20000<br />
  41. 41. Questions<br />