This document describes an IT service management framework and implementation. It discusses ITIL/ITSM and the service management processes including incident and service request management. It provides an overview of the incident and service request management process including its principles, relationships between processes, and detailed processes. The document emphasizes that implementing service management requires understanding why it's being done, what resources are needed, and should be done in phases.

1. IT Service Management Implementation Alan McSweeney

2. Objectives Describe service management framework Describe service management processes

3. Agenda ITIL/ITSM IT Service Management Framework IT Service Processes Detailed Review of Incident and Service Request Management Process Implementation

4. 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

5. IT Process and Service Management Framework

6. 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 Without such a framework, IT will struggles to determine Current state of IT with regard to service delivery capability Presents a desired future state of IT service management Defined steps necessary to bridge gaps and achieve the Service Management goals of IT Provides a long-term goal for implementation and enables measurements against status of implementation Ensures you get implementation right

7. 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

8. Problem Management Process Relationships

9. Problem Management Overview

10. Operations Management Process Relationships

11. Operations Management Overview

12. 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

13. Security Management Process Relationships

14. Security Management Overview

15. Continuity Management Process Relationships

16. Continuity Management Overview

17. Availability Management Process Relationships

18. Availability Management Overview

19. Capacity Management Process Relationships

20. Capacity Management Overview

21. Financial Management Process Relationships

22. Financial Management Overview

23. 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

24. Service Build and Test Process Relationships

25. Service Build and Test Overview

26. Release to Production Process Relationships

27. Release to Production Overview

28. 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

29. Service Planning Process Relationships

30. Service Planning Overview

31. IT Strategy and Architecture Planning Process Relationships

32. IT Strategy and Architecture Planning Overview

33. Customer Management Process Relationships

34. Customer Management Overview

35. IT Business Assessment Process Relationships

36. IT Business Assessment Overview

37. 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

38. Service-Level Management Process Relationships

39. Service-Level Management Overview

40. Change Management Process Relationships

41. Change Management Overview

42. Configuration Management Process Relationships

43. Configuration Management Overview

44. Incident and Service Request Management Detailed Review Principles of operation Process relationships Process overview Detailed processes

45. 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

46. Incident and Service Request Management Process Relationships

47. Incident and Service Request Management Process Overview

48. Incident and Service Request Management Detailed Process - Log Incident / Service Request

49. Incident and Service Request Management Detailed Process - Assign Incident / Service Request

50. Incident and Service Request Management Detailed Process - Diagnose / Resolve at Level 1

51. Incident and Service Request Management Detailed Process - Diagnose / Resolve Using Incident Support

52. Incident and Service Request Management Detailed Process - Manage Escalation

53. Incident and Service Request Management Detailed Process - Diagnose / Resolve Via Escalation Team

54. Incident and Service Request Management Detailed Process - Implement Service Request

55. Incident and Service Request Management Detailed Process - Incident Control

56. Incident and Service Request Management Detailed Process - Close Incident / Service Request

57. Incident and Service Request Management Detailed Process - Report Metrics

58. Incident and Service Request Management Detailed Process - Evaluate and Improve Process

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

60. More Information Alan McSweeney [email_address]