The document discusses the concept of service management, focusing on how it delivers value to customers by managing outcomes and processes without ownership of costs and risks. It outlines the service lifecycle, including stages such as service strategy, design, transition, operation, and continual improvement, while emphasizing the importance of customer relationship and technical alignment. Additionally, it presents the benefits of adopting ITIL (Information Technology Infrastructure Library) for optimizing service delivery and improving customer satisfaction.

1. 1
Service Management Concept

2. • Service meaning is delivering value to Customers by
facilitating Outcomes that Customers want to achieve
withoutthe ownership of specific Costsand Risks.
2
Service

3. • Outcomes meaningis theresult of carrying out an Activity,
following a Process; delivering anService.
3
Outcomes

4. • Process meaning is A structured set of Activities designed to
accomplish a specific Objective.
• A Process may include any of the Roles, responsibilities,
tools and management Controls required to reliably deliver
theoutputs.
4
Process

5. • Service Management is performed by service providers
through people, process and technology to focuses on
providing value to the customer and also on the customer
relationship.
5
Service Management

6. • Service Management System is usually a complex
"system" of manual and automated processes that are used
tomanagea Service over its lifetime.
6
Service Management System

7. • Services must evolve in order to continue to meet the needs
of the customer and respond to technological changes and
advances.
• The Service Lifecycle is the overall framework used to
Identify,Define,Manage, and Retire services.
7
Service Life Cycle

8. 8
Why Service Management ???

9. • Technical Organizations spend much of their time with the
following activities:
– Recovering from failures (“incidents”)
– Modifying or replacing technology components to improve their
reliability or functionality by eliminating issues (“problems” and
“errors”) associated with those components
– Carrying out additions, modifications or removals (“changes”)
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Service Management – Why ???

10. • This is where SM comes in. An SM approach to Technical
management facilitates tighter Technical/customer alignment by
providing Technologicaland itscustomerswith theabilityto:
– Define Technical deliverables in terms of Services, expressed in the
customers’andusers’language
– Define how those Services will be delivered to the users, in terms of
functionality, availability, capacity, security, support, disaster recovery,
changemanagementandotherdimensionsofmanagingtheservice
– UnderstandthebusinessimpactwhenanServicefails
– PrioritizeTechnicalactivitiesbasedonthatimpact
10
Service Management – Why ???

11. 11
Service Life Cycle

12. • ITIL is the best practices of IT solution and the body of
knowledge representing how organizations are dealing with the
challengesofmanagingIT.
• ITIL processes are grouped into five stages of the service
lifecycle:
– ServiceStrategy (SS )
– ServiceDesign (SD )
– ServiceTransition (ST )
– ServiceOperation (SO )
– ContinualServiceImprovement(CSI ).
12
ITIL

13. 13
Service Strategy

14. • Define the overall goals the service provider should pursue
in its development, and to identify what services will be
offered to whatcustomers or customer segments
14
Service Strategy

15. • Strategy Management for IT Services
To assess the service provider's offerings, capabilities,
competitors as well as current and potential market spaces in
order to develop a strategy toserve customers
15
Service Strategy Processes

16. • Demand Management
To understand, anticipate and influence customer demand for
services.
16
Service Strategy Processes

17. • Service Portfolio Management
To manage the service portfolio and ensures that the service
provider has the right mix of services to meet required business
outcomes at an appropriate level of investment.
17
Service Strategy Processes

18. • FinancialManagement forIT Services
To manage the service provider's budgeting, accounting and
chargingrequirements.
18
Service Strategy Processes

19. • Business RelationshipManagement
To maintaina positive relationshipwithcustomers.
19
Service Strategy Processes

20. 20
Service Design

21. • To design new IT services, as well as changes and
improvements to existingones.
21
Service Design

22. • Design Coordination
To coordinate all service design activities, processes and
resources. And ensures the consistent and effective design of
new or changed IT services.
22
Service Design Processes

23. • Service Catalogue Management
To ensure that a Service Catalogue is produced and maintained,
containing accurate information on all operational services and
those beingprepared tobe run operationally.
23
Service Design Processes

24. • Service Level Management
To negotiate Service Level Agreements with the customers and
to design services in accordance with the agreed service level
targets.
– SLA
– OLA
– UC
– SLR
– SAC
24
Service Design Processes

25. • Risk Management
To identify,assess and control risks.
• ComplianceManagement
To ensure IT services, processes and systems comply with
enterprise policies and legalrequirements.
25
Service Design Processes

26. • Capacity Management
To ensure that the capacity of IT services and the IT
infrastructure is able to deliver the agreed service level targets
in a cost effectiveand timelymanner.
26
Service Design Processes

27. • AvailabilityManagement
To define, analyze, plan, measure and improveall aspects of the
availability of IT services.
• InformationSecurityManagement
To ensure the confidentiality, integrity and availability of an
organization'sinformation,data and IT services.
27
Service Design Processes

28. • ArchitectureManagement
To define a blueprint for the future development of the
technological landscape, taking into account the service
strategy and newlyavailable technologies.
28
Service Design Processes

29. • Supplier Management
To ensure that all contracts with suppliers support the needs of
the business, and that all suppliers meet their contractual
commitments.
29
Service Design Processes

30. • ITServiceContinuity Management
To manage risks that could seriously impact IT services and
ensures that the IT service provider can always provide
minimum agreed Service Levels, by reducing the risk from
disaster events to an acceptable level and planning for the
recovery of IT services.
30
Service Design Processes

31. 31
Service Transition

32. • To build and deploy IT services and makes sure that changes
to services and Service Management processes are carried
out in a coordinated way.
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Service Transition

33. • Change Management
To control the lifecycle of all Changes through enable beneficial
Changestobe made, with minimumdisruptiontoIT services.
• ChangeEvaluation
To assess major Changes, before those Changes are allowed to
proceed to thenextphase in theirlifecycle.
33
Service Transition Processes

34. • Project Management (Transition Planningand Support)
To plan and coordinate the resources to deploy a major Release
withinthepredicted cost, timeand quality estimates.
• ApplicationDevelopment
To make available applications and systems which provide the
required functionalityfor IT services.
34
Service Transition Processes

35. • Release and Deployment Management
To plan, schedule and control the movement of releases to test
and live environments.
• Service Validationand Testing
To ensure that deployed Releases and the resulting services
meet customer expectations, and to verify that IT operations is
ableto support thenew service.
35
Service Transition Processes

36. • Service Asset and ConfigurationManagement
To maintain information about Configuration Items required to
deliver an IT service, includingtheirrelationships.
• KnowledgeManagement
To gather, analyze, store and share knowledge and information
withinan organization.
36
Service Transition Processes

37. 37
Service Operation

38. • To make sure that IT services are delivered effectively and
efficiently. The Service Operation process includes fulfilling
user requests, resolving service failures, fixing problems, as
wellas carrying out routine operational.
38
Service Operation

39. • Event Management
To make sure CIs and services are constantly monitored, and to
filter and categorize Events in order to decide on appropriate
actions.
• IncidentManagement
To managethelifecycle of allIncidents.
39
Service Operation Processes

40. • Request Fulfilment
To fulfill Service Requests, which in most cases are minor
(standard) Changesor requests for information.
• Access Management
To grant authorized users the right to use a service, while
preventing access to non-authorizedusers.
40
Service Operation Processes

41. • Problem Management
To managethelifecycle of allProblems.
• ITOperations Control
To monitor and control the IT services and their underlying
infrastructure.
41
Service Operation Processes

42. • FacilitiesManagement
To manage the physical environment where the IT
infrastructure is located. Facilities Management includes all
aspects of managing the physical environment, for example
power and cooling, building access management, and
environmentalmonitoring.
42
Service Operation Processes

43. 43
Continual Service Improvement
CSI

44. • To use methods from quality management in order to learn
from past successes and failures. The Continual Service
Improvement process aims to continually improve the
effectiveness and efficiency of IT processes and services, in
line with the concept of continual improvement adopted in
ISO 20000.
44
Continual Service Improvement - CSI

45. • Service Review
To review business services and infrastructure services on a
regular basis.
• Process Evaluation
To evaluate processes on a regular basis.
45
CSI Processes

46. • Definitionof CSI Initiatives
To define specific initiatives aimed at improving services and
processes, based on the results of service reviews and process
evaluations.
• Monitoringof CSI Initiatives
To verify if improvement initiatives are proceeding according to
plan, andtointroduce corrective measures where necessary.
46
CSI Processes

47. 47
Benefitsof using ITIL

48. • ITIL is proven and used worldwide
• Improved customer satisfaction and relationships
• Better reliabilityand qualityof service
• Optimizationof service deliveryacross the supply chain
– Reducesupport costs by30%
– Increaseincidents fixed atfirst callby20%
– Increasedvaluefrom service portfolio, withreduced costandrisk
• Competitive advantage through value creation and agile
change
48
Benefits

49. 49
Resistance to ITIL Improvement
Initiatives

50. • No managementcommitment
• ITIL is the objective notwhat itshould achieve
• Plan, Do, Stop......No continualimprovement focus
• IT thinks it doesn't need to understand the business to
make a business case
• Unable to specify the VALUE requiredby the business
• Everything has the highest priority according to the
users
50
Resistance