This Slideshare presentation is a partial preview of the full business document. To view and download the full document, please go here: http://flevy.com/browse/business-document/itil-v3-service-management-overview-280 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. Very easy to customise!!!!

1. June 2013
Dartview Consulting Limited
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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”
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3. Why do we need Service Management?
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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
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4. Why is ITIL successful?
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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
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5. The Service Life-Cycle
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6. Stakeholders
Customers
(“The Business”)
Users
IT Service Provider
External Supplier
Internal Support
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7. Internal and External Customers
External Customers
Business Units (Internal Customers)
IT Department (IT Service Provider)
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8. Processes, Functions & Roles
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Process:
• A set of co-ordinated activities combining resources and
capabilities to produce an outcome that creates value for the
customer
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Function:
• A unit of an organisation specialised to perform certain types
of work and responsible for specific outcomes
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Role:
• A position, responsibility or duty within a process or function
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9. Functions
A team or group of people and the tools they use to
carry out an activity e.g. Accounts or HR
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ITIL Functions
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Service Desk
Technical Management
Application Management
Operations Management
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10. Service Strategy
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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)
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11. Service Strategy
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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.)
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12. Service Strategy (Strategy Generation)
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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
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13. Service Strategy (Business Relationship Management)
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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
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14. Service Strategy (Financial Management)
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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
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15. Service Strategy (Service Portfolio Management)
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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
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16. Service Strategy (Service Portfolio Management)
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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
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17. Service Strategy (Service Portfolio Management)
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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
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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
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19. Service Strategy (Demand Management)
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Challenges:
• Business activities drive demand for services
• Poorly managed demand can expose providers to risk
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Techniques
• Patterns of Business Activity (PBA) – frequency, volume,
location, duration
• User Profiles (UP) – roles, responsibilities, interactions,
schedules
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20. Service Strategy (Demand Management)
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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
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21. Service Design
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Objectives
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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
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22. Service Design - The Four P’s
People
Products/
Technology
Processes
Partners/
Suppliers
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23. Service Design (Processes)
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Design Co-Ordination
Service Catalogue Management
Service Level Management
Capacity Management
Availability Management
IT Service Continuity Management
Supplier Management
Information Security Management
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24. Service Design (Design Co-ordination)
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Objectives
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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
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25. Service Design (Service Catalogue Management)
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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
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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
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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”
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28. Service Design (Service Level Management)
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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
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29. Service Design (Service Level Management)
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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)
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30. Service Design (Service Level Management)
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Basic Concepts
• Service Level Requirements (SLR’s)
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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
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31. Service Design (Service Level Management)
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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
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32. Service Design (Service Level Management)
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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
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33. Service Design (Capacity Management)
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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
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34. Service Design (Availability Management)
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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
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35. Service Design (IT Service Continuity Management)
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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
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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
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Education, awareness and training
Review and audit
Testing
Change Management
Dartview Consulting Limited
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37. Service Design (Supplier Management)
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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
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38. Service Design (Information Security Management)
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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
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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
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40. Service Transition
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Objectives:
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Provide clear and comprehensive plans
Plan and manage the resources
Minimise impact of change on services
Increase satisfaction
Increase use of services
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41. Service Transition (Transition Planning & Support)
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Purpose
• To provide overall planning for service transitions and to coordinate the resources that they require
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42. Service Transition (Change Management)
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Purpose
• To control the lifecycle of all changes, enabling beneficial
changes to be made with minimum disruption to services
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43. Service Transition (Release & Deployment
Management)
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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
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44. Service Transition (Service Asset & Configuration
Management)
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Purpose
• To identify, control and account for service assets and
configuration items (CI’s), protecting and ensuring their
integrity across the Service Lifecycle
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45. Service Transition (Service Asset & Configuration
Management)
Configuration Management System (CMS)
CMDB
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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
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46. Service Transition (Knowledge Management)
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Objectives
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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:
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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
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47. Service Transition (Knowledge Management)
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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
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48. Service Operation
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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
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49. Service Operation (Event Management)
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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”
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50. Service Operation (Event Management)
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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
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51. Service Operation (Incident Management)
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Objectives
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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
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52. Service Operation (Incident Management)
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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
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53. Service Operation (Problem Management)
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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”
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54. Service Operation (Request Fulfillment)
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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”
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55. Service Operation (Access Management)
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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
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56. Service Operation (Functions)
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The Service Desk
Technical Management
Applications Management
Operations Management
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57. Service Operation (The Service Desk)
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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
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58. Service Operation (Local Service Desk)
User
User
User
User
User
Service Desk
Technical
Management
Application
Management
IT Operations
Management
3rd Party
Support
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Request
Fulfilment
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59. Service Operation (Virtual Service Desk)
Sydney Service Desk
London Service Desk
Virtual
Service Desk
SKMS
Beijing Service Desk
New York Service Desk
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60. Service Operation (Applications Management)
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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
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61. Continuous Service Improvement
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Purpose
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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
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62. Continuous Service Improvement
CSI Improvement Model
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63. Continuous Service Improvement
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64. ITIL – Further Learning
Official ITIL Web Site
http://www.itil-officialsite.com
IT Service Management Forum (itSMF UK)
http://www.itsmf.co.uk
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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)
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