The document describes an IT service management implementation presentation. It begins with objectives to describe the ITIL/ITSM framework and IT service management processes. The agenda then outlines discussing the ITIL/ITSM framework, IT service management processes, and a detailed review of the incident and service request management process. It provides descriptions of the ITIL/ITSM framework and various IT service management processes including operations management, problem management, and release management. It concludes with emphasizing the complexity of implementation and need for dedicated resources and phased approach.
Information Technology Service Management (ITSM) Implementation Methodology B...Waqas Tariq
This paper is intended to cover the concept of IT Infrastructure Library (ITIL) v3 and how to implement it in order to increase the efficiency of any Egyptian IT corporate and to help the corporate employees to do their work easily and its clients to feel the quality of services provided to them. ITIL is considered now as the de facto standard for IT Service Management (ITSM) in organizations which operate their business based on IT infrastructure and services. ITIL v3 was implemented in western organizations but still it is a new framework for the Egyptian and Arabian environment. The best proof of the lack of ITSM in the Arab region and not Egypt alone is that the percentage of the companies which have ISO/IEC 20000 are less than 2% of the total certified companies in the whole world and in Egypt no company has it until now as stated on APMG ISO/IEC 20000 website[1]. Accordingly this paper investigates an implementation methodology of ITIL in an Egyptian organization taking into consideration the cultural factors and how it will affect the success of this implementation. We have already implemented this methodology in three Egyptian companies and it succeeded to increase the level of process maturity from level one to level four according the PMF
What Every Project Manager Should Know About ItilDaniel Cayouette
This presentation will provide a high-level view of ITIL and will identify where the ITIL Service Lifecycle Framework and the PMBOK Guide complement each other.
Understanding of ITIL will help the IT project manager over the lifecycle of their projects, from defining a better project charter focused on IT services to a smoother transition to operations and an increased satisfaction of all stakeholders.
The role of an IT PMO as the Voice of IT and its role with Service Level Management will also be discussed as a key enabler to align IT to the business.
Information Technology Service Management (ITSM) Implementation Methodology B...Waqas Tariq
This paper is intended to cover the concept of IT Infrastructure Library (ITIL) v3 and how to implement it in order to increase the efficiency of any Egyptian IT corporate and to help the corporate employees to do their work easily and its clients to feel the quality of services provided to them. ITIL is considered now as the de facto standard for IT Service Management (ITSM) in organizations which operate their business based on IT infrastructure and services. ITIL v3 was implemented in western organizations but still it is a new framework for the Egyptian and Arabian environment. The best proof of the lack of ITSM in the Arab region and not Egypt alone is that the percentage of the companies which have ISO/IEC 20000 are less than 2% of the total certified companies in the whole world and in Egypt no company has it until now as stated on APMG ISO/IEC 20000 website[1]. Accordingly this paper investigates an implementation methodology of ITIL in an Egyptian organization taking into consideration the cultural factors and how it will affect the success of this implementation. We have already implemented this methodology in three Egyptian companies and it succeeded to increase the level of process maturity from level one to level four according the PMF
What Every Project Manager Should Know About ItilDaniel Cayouette
This presentation will provide a high-level view of ITIL and will identify where the ITIL Service Lifecycle Framework and the PMBOK Guide complement each other.
Understanding of ITIL will help the IT project manager over the lifecycle of their projects, from defining a better project charter focused on IT services to a smoother transition to operations and an increased satisfaction of all stakeholders.
The role of an IT PMO as the Voice of IT and its role with Service Level Management will also be discussed as a key enabler to align IT to the business.
Introduction to itil v3/ITSM Processes and FunctionsPrasad Deshpande
IT service Management ITIL v3 Processes and Functions ranging from ITIL Life cycle, Incident, Problem and Change Management, Service Desk, Application Management
ITIL Practical Guide - Continual Service Improvement (CSI)Axios Systems
To view this complimentary webcast in full, visit: http://forms.axiossystems.com/LP=272
This video provides a run through of the lifecycle stage, which manages the day-to-day operation of IT services for the identification and reporting of interruptions in the delivery of services and handling of service requests at agreed levels.
How to Apply ITIL Management principles to your Collaboration Environment?GSX Solutions
Learn the basics of ITIL ( IT Infrastructure Library ) ,How, where and why they are relevant to your Collaboration Environment and how to use them to your advantage to help manage, optimise and report on your collaboration infrastructure, whether its hosted and managed on site , hosted environemnt or even if you have gone to the cloud.
Yes there will be buzz words ( capacity management , availability Service delivery .. ) but here they shall mean something !!
ITIL foundations - Complete introduction to ITIL phases, lifecycle and processesRichard Grieman
ITIL V3 Foundations introduction for certification study, classroom and training. Includes terms, objectives, functions and resource requirements for all five ITIL phases: Service Strategy, Service Design, Service Transition, Service Operation and Continuous Service Improvement. Study guide for ITIL training and certification
ITIL Practical Guide - Service OperationAxios Systems
To view this complimentary webcast in full, visit: http://forms.axiossystems.com/LP=251
This video provides a run through of the lifecycle stage, which manages the day-to-day operation of IT services for the identification and reporting of interruptions in the delivery of services and handling of service requests at agreed levels.
Introduction to itil v3/ITSM Processes and FunctionsPrasad Deshpande
IT service Management ITIL v3 Processes and Functions ranging from ITIL Life cycle, Incident, Problem and Change Management, Service Desk, Application Management
ITIL Practical Guide - Continual Service Improvement (CSI)Axios Systems
To view this complimentary webcast in full, visit: http://forms.axiossystems.com/LP=272
This video provides a run through of the lifecycle stage, which manages the day-to-day operation of IT services for the identification and reporting of interruptions in the delivery of services and handling of service requests at agreed levels.
How to Apply ITIL Management principles to your Collaboration Environment?GSX Solutions
Learn the basics of ITIL ( IT Infrastructure Library ) ,How, where and why they are relevant to your Collaboration Environment and how to use them to your advantage to help manage, optimise and report on your collaboration infrastructure, whether its hosted and managed on site , hosted environemnt or even if you have gone to the cloud.
Yes there will be buzz words ( capacity management , availability Service delivery .. ) but here they shall mean something !!
ITIL foundations - Complete introduction to ITIL phases, lifecycle and processesRichard Grieman
ITIL V3 Foundations introduction for certification study, classroom and training. Includes terms, objectives, functions and resource requirements for all five ITIL phases: Service Strategy, Service Design, Service Transition, Service Operation and Continuous Service Improvement. Study guide for ITIL training and certification
ITIL Practical Guide - Service OperationAxios Systems
To view this complimentary webcast in full, visit: http://forms.axiossystems.com/LP=251
This video provides a run through of the lifecycle stage, which manages the day-to-day operation of IT services for the identification and reporting of interruptions in the delivery of services and handling of service requests at agreed levels.
Awareness session for service managementMamdouh Sakr
ماذا تعرف عن مفاهيم ادارة الخدمة
كيف تعرف ماهية الطرق المثلى في تقديمة الخدمات
ما هي الخدمة ولماذا نستخدم ITIL في تحسين عمليات ادارة الخدمات
أسئلة كثيرة سنعرفها مع دورة ITIL Foundation وهذا رابط عن المفاهيم الاساسية لمفهوم تحسن مستوى الخدمات المقدمة
كل هذا واكثر مع صديقكم ممدوح صقر #Mamdouh_Sakr على #To_Wisdom_Together
successful ITSM implementation is an ongoing journey rather than a one-time project. It requires commitment, continuous evaluation, and adaptation to evolving business requirements and technological advancements. Regularly seeking feedback and making adjustments accordingly will help in optimizing ITSM practices for maximum efficiency and value delivery.
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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 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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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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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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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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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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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
53. November 24, 2015 53
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
59. November 24, 2015 59
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