ITIL V3 Service Management Overview


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This document is a 129-slide PowerPoint presentation that provides an overview of IT Service Management based on the ITIL V3 Best Practice Framework.

The whole of the Service Lifecycle (Service Strategy, Service Design, Service Transition, Service Operation and Continual Service Improvement) is covered, with many graphical illustration included.

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ITIL V3 Service Management Overview

  1. 1. June 2013 Dartview Consulting Limited 1
  2. 2. What is Service Management? “A service is a means of delivering value to customers by facilitating outcomes customers want to achieve, without the ownership of specific costs and risks” “Outcomes are the result of carrying-out an activity, following a process, or delivering an IT Service” “Service Management is a set of specialised organisational capabilities for providing value to customers in the form of services” Dartview Consulting Limited 3
  3. 3. Why do we need Service Management? • • • • • • • Integrate and align IT with business goals Implementing continual improvement Increased dependency on IT services Higher customer expectation Demonstrating the business value of IT Manage constant business and IT change Using IT to gain competitive advantage Dartview Consulting Limited 5
  4. 4. Why is ITIL successful? • • • • • • • • Systematic approach to high quality IT service delivery Accepted Best Practice for IT Service Management Provides a common language with well-defined terms Non-prescriptive Vendor Independent Alignment with Business Needs Processes are predictable, consistent, measurable and improvable Improved Customer Satisfaction Dartview Consulting Limited 7
  5. 5. The Service Life-Cycle Dartview Consulting Limited 9
  6. 6. Stakeholders Customers (“The Business”) Users IT Service Provider External Supplier Internal Support Dartview Consulting Limited 11
  7. 7. Internal and External Customers External Customers Business Units (Internal Customers) IT Department (IT Service Provider) Dartview Consulting Limited 13
  8. 8. Processes, Functions & Roles • Process: • A set of co-ordinated activities combining resources and capabilities to produce an outcome that creates value for the customer • Function: • A unit of an organisation specialised to perform certain types of work and responsible for specific outcomes • Role: • A position, responsibility or duty within a process or function Dartview Consulting Limited 15
  9. 9. Functions A team or group of people and the tools they use to carry out an activity e.g. Accounts or HR • ITIL Functions • • • • Service Desk Technical Management Application Management Operations Management Dartview Consulting Limited 17
  10. 10. Service Strategy • Purpose • Acknowledge that customers do not buy products, they buy the satisfaction of particular needs. Therefore, to be successful, the provider must be perceived by the customer as delivering sufficient value in the form of outcomes that the customer wants to achieve • Achieve a deep understanding of customer needs • Understand the current and potential market place • Acknowledge the existence of competition (even for internal providers) Dartview Consulting Limited 19
  11. 11. Service Strategy • Objectives: • Provide an understanding of what the strategy is • Provide clear identification of the definition of services • Provide the ability to define how value is created and delivered • Provide a means to identify opportunities to provide services • Provide a clear service provision model • Provide a means to understand the organisational capability (people and knowledge) • Documentation and co-ordination of how service assets are used to deliver services (people, hardware, software, etc.) Dartview Consulting Limited 21
  12. 12. Service Strategy (Strategy Generation) • Key Activities • Define the market • Understand the customer & the opportunities • Classify & Visualise • Develop the offerings • Market Space, Outcome-based, Service Portfolio • Develop strategic assets • Establish specialised and hard to replicate resources and capabilities that create competitive advantage • Prepare for execution • Strategy assessment, setting objectives, CSF’s Dartview Consulting Limited 23
  13. 13. Service Strategy (Business Relationship Management) • Purpose: • To establish and maintain a business relationship between the service provider and the customer based on understanding the customer and it’s business needs • To identify customer needs and ensure that the service provider is able to meet them Dartview Consulting Limited 25
  14. 14. Service Strategy (Financial Management) • Purpose: • To secure the appropriate level of funding required to design, develop and deliver services that meet the strategy of the organisation • To ensure that the service provider does not commit to services that they are not able to provide • To identify the balance between cost and quality of services and maintain the balance of supply and demand between the service provider and it’s customers Dartview Consulting Limited 27
  15. 15. Service Strategy (Service Portfolio Management) • Purpose: • To ensure that the service provider has the right mix of services to balance the investment in IT with the ability to meet business outcomes • To enable the business to make sound decisions about investments • Consider services in terms of the business value that the services provide Dartview Consulting Limited 29
  16. 16. Service Strategy (Service Portfolio Management) • The Service Portfolio is the complete set of services that are management by a service provider and is compromised of three elements: • The Service Pipeline • The Service Catalogue • Retired Services Dartview Consulting Limited 31
  17. 17. Service Strategy (Service Portfolio Management) • The Service Catalogue: A database or structured document with information about all live services, including those available for deployment. The Service Catalogue is the only part of the Service Portfolio that is published to customers and is used to support the sale and delivery of IT services. The Service Catalogue includes information about deliverables, prices, contact points, ordering and request process Dartview Consulting Limited 33
  18. 18. Service Strategy (Service Portfolio Management) Service Pipeline Retired Services Service Catalogue Configuration Management System Customer Portfolio Application Portfolio Customer Agreement Portfolio Supplier & Contract Management Information System Project Portfolio Customer Agreement Portfolio CMDB CMDB CMDB Dartview Consulting Limited 35
  19. 19. Service Strategy (Demand Management) • Challenges: • Business activities drive demand for services • Poorly managed demand can expose providers to risk • Techniques • Patterns of Business Activity (PBA) – frequency, volume, location, duration • User Profiles (UP) – roles, responsibilities, interactions, schedules Dartview Consulting Limited 37
  20. 20. Service Strategy (Demand Management) • • • Ensures we don’t waste money with excess capacity Ensures we have enough capacity to meet demand at agreed quality Patterns of Business Activity to be considered • E.g. Economy 7 electricity, Congestion Charging Dartview Consulting Limited 39
  21. 21. Service Design • Objectives • • • • Design services to meet agreed business outcomes Design processes to support the service lifecycle Identify and manage risks Design secure and resilient infrastructures, environments, applications and data/information resources • Design measurement methods and metrics • Develop skills and capability within IT • Produce and maintain plans, processes, policies, and documents to support the design of quality services Dartview Consulting Limited 41
  22. 22. Service Design - The Four P’s People Products/ Technology Processes Partners/ Suppliers Dartview Consulting Limited 43
  23. 23. Service Design (Processes) • • • • • • • • Design Co-Ordination Service Catalogue Management Service Level Management Capacity Management Availability Management IT Service Continuity Management Supplier Management Information Security Management Dartview Consulting Limited 45
  24. 24. Service Design (Design Co-ordination) • Objectives • • • • • Ensure the consistency of design Co-ordinate all design activities Plan and co-ordinate the resources and capabilities Produce Service Design Packages (SDP’s) Manage the quality criteria, requirements and handover points • Ensure that all parties adopt a common framework of standard reusable design practices Dartview Consulting Limited 47
  25. 25. Service Design (Service Catalogue Management) • Objectives • To ensure that a Service Catalogue is produced and maintained • To manage the information contained within the Service Catalogue • To ensure that the information is correct and accurate Dartview Consulting Limited 49
  26. 26. Service Design (Service Catalogue Management) Service Catalogue with ‘three views’ Wholesale Service Catalogue View Retail Service Catalogue View Wholesale Customer 1 Wholesale Customer 2 Service A Service B Service 1 Retail Customer 1 Service C Service 2 Service 3 Service 4 Retail Customer 2 Service D Service E Service 5 Service 6 Technical / Supporting Services Catalogue View Service Assets / Configuration Records Dartview Consulting Limited 51
  27. 27. Service Design (Service Catalogue Management) Technical / Support Services “An IT service that is not directly used by the business, but is required by the IT service provider to deliver customer-facing services (for example, a directory service or a backup service). Supporting services may also include IT services only used by the IT service provider. All live supporting services, including those available for deployment, are recorded in the service catalogue along with information about their relationships to customer-facing services and other CI’s” Dartview Consulting Limited 53
  28. 28. Service Design (Service Level Management) • Objectives • Define, document, agree, monitor, measure, report and review the level of service provision for all services • Promote and build good relationships with the business and customers • Monitor and improve levels of customer satisfaction • Provide specific and measurable targets (SMART) • Provide clear and unambiguous service definitions • Proactively improve service levels where cost justifiable Dartview Consulting Limited 55
  29. 29. Service Design (Service Level Management) • Scope • Key interface between the business/customer and the service provider • Negotiates and agrees SLA for current services in conjunction with OLA’s and Underpinning Contracts • Captures SLR’s for future business needs • Investigation and eradication of poor performance • Creation and management of Service Improvement Plans (SIP’s) Dartview Consulting Limited 57
  30. 30. Service Design (Service Level Management) • Basic Concepts • Service Level Requirements (SLR’s) • • • • Customer requirements for all aspects of a service Based on business objectives Used to negotiate service level targets to be in included in SLA’s Documented • Service Level Agreement (SLA’s) • Written agreement between a service provider and it’s customers • Signed by both parties and written in a way that is it clearly understood • All targets agreed should be measurable Dartview Consulting Limited 59
  31. 31. Service Design (Service Level Management) • Basic Concepts • Service Provider • An organisation supplying services to one or more Internal Customers or External Customers • Supplier • A third party responsible for supplying goods or services to a Service Provider, that are required to deliver services to customers Dartview Consulting Limited 61
  32. 32. Service Design (Service Level Management) • Typical Contents found in a Service Level Agreement (SLA) – Service Description – Key Business Requirements – Responsibilities (Provider and Customer) – Hours of Operation – Service Levels – Incident Response & Resolution – Availability & Continuity Targets – Operational Level Agreements – Reporting & Reviewing Details – Charging Mechanisms Dartview Consulting Limited 63
  33. 33. Service Design (Capacity Management) • Purpose ◦ To provide a point of focus and management for all capacity and performance-related issues, relating to both services and resources, and to match the capacity of IT services to the agreed business/customer demands Dartview Consulting Limited 65
  34. 34. Service Design (Availability Management) • Purpose ◦ To provide a point of focus and management for all availability-related issues, relating to both services, components and resources, ensuring that availability targets in all areas are measured and achieved, and that they match or exceed the agreed needs of the business/customer in a cost-effective manner Dartview Consulting Limited 67
  35. 35. Service Design (IT Service Continuity Management) • Purpose • To support the overall BCM (Business Continuity Management) process by ensuring that the required services can be resumed within agreed business timescales • This is achieved by introducing risk reduction measures and recover options Dartview Consulting Limited 69
  36. 36. Service Design (IT Service Continuity Management) Lifecycle Business Continuity Management (BCM) Initiation Key Activities · Policy Setting · Scope · Initiate a project Requirement & Strategy · Business Impact Analysis · Risk Assessment · IT Service Continuity Strategy Business Continuity Plans Implementation · Develop IT Service Continuity Plans · Develop IT plans, recovery plans & procedures · Organisation Planning · Testing Strategy Invocation On going Operation Business Continuity Strategy · · · · Education, awareness and training Review and audit Testing Change Management Dartview Consulting Limited 71
  37. 37. Service Design (Supplier Management) • Objectives: • Obtain value for money from supplier and contracts • Ensure that underpinning contracts and agreements with suppliers are aligned with business needs • Manage relationships with suppliers • Negotiate and agree contracts with suppliers and manage them through their lifecycle • Maintain a Supplier Policy and a supporting Supplier & Contract Database Dartview Consulting Limited 73
  38. 38. Service Design (Information Security Management) • Purpose: • To provide a focus for all aspects of IT Security activities • To align IT Security with Business Security and ensure that information security is effectively managed in all service and Service Management activities Dartview Consulting Limited 75
  39. 39. Service Design (Information Security Management) Plan Service Level Agreements Underpinning Contracts Operational Level Agreements Policy Statements Maintain Control Learn Improve Plan Implement Organise Establish Framework Allocate Responsibilites Implement Create awareness Classification & Registration Personnel Security Physical Security Access Rights Security Incident procedures Evaluate Internal audits External audits Self assessment Security Incidents Dartview Consulting Limited 77
  40. 40. Service Transition • Objectives: • • • • • Provide clear and comprehensive plans Plan and manage the resources Minimise impact of change on services Increase satisfaction Increase use of services Dartview Consulting Limited 79
  41. 41. Service Transition (Transition Planning & Support) • Purpose • To provide overall planning for service transitions and to coordinate the resources that they require Dartview Consulting Limited 81
  42. 42. Service Transition (Change Management) • Purpose • To control the lifecycle of all changes, enabling beneficial changes to be made with minimum disruption to services Dartview Consulting Limited 83
  43. 43. Service Transition (Release & Deployment Management) • Purpose • To plan, schedule and control the build, test and deployment of releases, and to deliver new functionality required by the business/customer, while protecting the integrity of existing services Dartview Consulting Limited 85
  44. 44. Service Transition (Service Asset & Configuration Management) • Purpose • To identify, control and account for service assets and configuration items (CI’s), protecting and ensuring their integrity across the Service Lifecycle Dartview Consulting Limited 87
  45. 45. Service Transition (Service Asset & Configuration Management) Configuration Management System (CMS) CMDB · · CMDB CMDB CMDB Configuration Management Databases (CMDB’s) hold data in the form of Configuration Records A CMS is made up of a collection of ‘federated’ CMDB’s Dartview Consulting Limited 89
  46. 46. Service Transition (Knowledge Management) • Objectives • • • • Increased efficiency and quality of service Increased satisfaction and reduced cost of service Provide a clear understanding of the value of service Ensure the service provider has adequate information on: • • • • Who is currently using their services Current service consumption Service Delivery constraints Difficulties faced by the customer in fully realising the expect benefits from the service Dartview Consulting Limited 91
  47. 47. Service Transition (Knowledge Management) • DIKW Structure • Data needs to be captured, analysed, synthesised and transformed before it becomes Information. • Managing the content of Information in a way that makes it easy to capture, query, find, reuse, and learn from experiences so that mistakes are not repeated and work is not duplicated, presents us with Knowledge. • Knowledge puts Information into an ‘ease of use’ form which can facilitate decision making • Wisdom is having the ability, and contextual awareness to be able to apply Knowledge Dartview Consulting Limited 93
  48. 48. Service Operation • Purpose To deliver agreed levels of service to customers and users, and to manage the applications, technology and infrastructure that support those services • It is only during the Service Operation stage of the Service Lifecycle that services can actually deliver value. It is the responsibility of Service Operation staff to ensure that this value is delivered • Dartview Consulting Limited 95
  49. 49. Service Operation (Event Management) • Purpose • To manage events throughout their lifecycle “An Event is a change of state that has significance for the management of a Configuration Item (CI) or Service” “An Alert is a warning that a threshold has been reached, something has changed, or a failure has occurred” Dartview Consulting Limited 97
  50. 50. Service Operation (Event Management) • Alerts • Informational • A device indicates it is still ‘active’ • An authorised user logs into an application • An email being opened generates a ‘read’ message back to it’s sender • Warning • Concurrent Licence take-up peaks at specific times • Exception • An unauthorised user attempts to access an application • A threshold is breached which is unacceptable • An audit reveals unauthorised software on a PC Dartview Consulting Limited 99
  51. 51. Service Operation (Incident Management) • Objectives • • • • Ensure that standardised methods and procedures are used Increase visibility and communication of Incidents Enhance business/customer perception of IT Align Incident Management activities and priorities with those of the business • Maintain user satisfaction with the quality of services Dartview Consulting Limited 101
  52. 52. Service Operation (Incident Management) • Priority • Derived from Impact and Urgency • Used as a way of making the most effective use of support staff by directing them towards higher priority activities Dartview Consulting Limited 103
  53. 53. Service Operation (Problem Management) • Purpose • To diagnose the root cause of Incidents identified through the Incident Management process, and to determine resolution “A Problem is a cause of one or more Incidents. The cause is not usually known at the time a problem record is created, and the Problem Management process is responsible for further investigation” Dartview Consulting Limited 105
  54. 54. Service Operation (Request Fulfillment) • Purpose • To enable users to request and receive standard services “A Service Request is a request from a user for information or advice, or for a standard change, or for access to a service” Dartview Consulting Limited 107
  55. 55. Service Operation (Access Management) • Purpose • To provide the right for users to be able to use a service or group of services, while preventing access to nonauthorised users. Essentially, this is the execution of the policies and actions defined in Information Security Management Dartview Consulting Limited 109
  56. 56. Service Operation (Functions) • • • • The Service Desk Technical Management Applications Management Operations Management Dartview Consulting Limited 111
  57. 57. Service Operation (The Service Desk) • Responsibilities • Logging all Incidents and Requests, categorising and prioritising them • First-Line investigation and diagnosis • Managing the lifecycle of Incidents and Requests, escalating them where appropriate, and closing them when the user is satisfied • Keeping users informed of the status of Services, Incidents & Requests Dartview Consulting Limited 113
  58. 58. Service Operation (Local Service Desk) User User User User User Service Desk Technical Management Application Management IT Operations Management 3rd Party Support Dartview Consulting Limited Request Fulfilment 115
  59. 59. Service Operation (Virtual Service Desk) Sydney Service Desk London Service Desk Virtual Service Desk SKMS Beijing Service Desk New York Service Desk Dartview Consulting Limited 117
  60. 60. Service Operation (Applications Management) • Objectives • To support the provision of services by helping to identify functional and manageability requirements for application software • To assist in the design, deployment, on-going support and improvement of applications. This is achieved through: • Well designed and cost-effective applications • Providing the functionality required to meet business/customer outcomes • Ensuring the required technical skills are in place to maintain applications at optimum levels Dartview Consulting Limited 119
  61. 61. Continuous Service Improvement • Purpose • Maintaining value for customers through the continual evaluation and improvement of the quality of services and the overall maturity of the Service Lifecycle and it’s underlying processes Dartview Consulting Limited 121
  62. 62. Continuous Service Improvement CSI Improvement Model Dartview Consulting Limited 123
  63. 63. Continuous Service Improvement Dartview Consulting Limited 125
  64. 64. ITIL – Further Learning Official ITIL Web Site IT Service Management Forum (itSMF UK) Dartview Consulting Limited 127
  65. 65. Related Standards ISO/IEC 20000: IT Service Management ISO/IEC 27001: Information Security Management Controlled objects for Information and related Technology (COBIT) Projects in Controlled Environments (PRINCE2) Management of Risk (M_o_R) Dartview Consulting Limited 129