1. Information Technology
Infrastructure Library (ITILV3)
Ong-Art Lertpattanakul
January 21, 2015

2. Service
A means of delivering value to customers by
facilitating outcomes customers want to
achieve without ownership of specific costs
and risks

3. IT Services
• Core Services
• Enabling Services
• Enhancing Services

4. Service Types
• Internal Services
• External Services

5. Service Provider
• Internal Service Provider
• Shared Services Unit
• External Service Provider

6. IT Service Management (ITSM)
The implementation and management of
quality IT services that meet the needs of the
business. IT service management is performed
by IT service providers through an appropriate
mix of people, process and information
technology

7. Business Case Structure (Sample)
Section Explanation
A. Introduction Presents the business objectives addressed by the service
B. Methods and
Assumptions
Defines the boundaries of the business case, such as time
period, and which organizational context is being used to
define costs and benefits
C. Business Impacts The financial and non-financial results anticipated for the
service or service management initiative
D. Risk and Contingencies The probability that alternative results will emerge
E. Recommendations Specific actions recommended

8. Service Lifecycle
Service Strategy (SS)
• Demand Management
• Service Portfolio Management
• Financial Management for IT
Services
• Business Relationship
Management
Service Design (SD)
• Design Coordination
• Service Level Management
• Service Catalogue Management
• Availability Management
• Capacity Management
• Information Security
Management
• Supplier Management
• IT Service Continuity Management
Service Transition (ST)
• Change Management
• Service Asset and
Configuration Management
• Release and Deployment
Management
• Transition Planning and
Support
• Knowledge Management
Service Operation (SO)
• Event Management
• Incident Management
• Request Fulfillment
• Problem Management
• Access Management
Continual Service Improvement (CSI)
• Seven-Step Improvement Process

9. Service Strategy
• Demand Management
• Service Portfolio Management
• Financial Management for IT Services
• Business Relationship Management

10. Service Strategy
• Demand Management
– Ensure organization utilizes investment correctly
– Ensure resources are sufficient for demand at the
right time

11. Service Strategy
• Service Portfolio Management
– Consider what services will be provided based on
potential benefits and optimal risk
– Evaluate how services achieve organization
strategy and track their investment throughout
their lifecycle
– Analyze which services are no longer in service
and when they should be retired

12. Service Strategy
• Service Portfolio Management
– Service Pipeline
– Service Catalogue
– Retired Services

13. Service Strategy

14. Service Strategy
• Financial Management for IT Services
– Secure funding to manage service provisioning
– Comprehend relationship between expenses and
income of the service and make sure they are in
line with financial policy
– Recognize money spent on creation, delivery and
support of services
– Forecast financial requirements to be able to meet
service commitments and compliances of
regulatory and legislative

15. Service Strategy
• Business Relationship Management
– Maintain relationship between service providers
and customers
– Make sure service providers meet requirements of
customers

16. Service Lifecycle
Service Strategy (SS)
• Demand Management
• Service Portfolio Management
• Financial Management for IT
Services
• Business Relationship
Management
Service Design (SD)
• Design Coordination
• Service Level Management
• Service Catalogue Management
• Availability Management
• Capacity Management
• Information Security
Management
• Supplier Management
• IT Service Continuity Management
Service Transition (ST)
• Change Management
• Service Asset and
Configuration Management
• Release and Deployment
Management
• Transition Planning and
Support
• Knowledge Management
Service Operation (SO)
• Event Management
• Incident Management
• Request Fulfillment
• Problem Management
• Access Management
Continual Service Improvement (CSI)
• Seven-Step Improvement Process

17. Service Design
• Design Coordination
• Service Level Management
• Service Catalogue Management
• Availability Management
• Capacity Management
• Information Security Management
• Supplier Management
• IT Service Continuity Management

18. Service Design
• 4Ps of Service Management
– People
– Processes
– Products
– Partners

19. Service Design
• Design Coordination
– Ensure consistence of designs in all services
– Coordinate resources and capabilities to design
new or changed services
– Coordinate and facilitate handover information
between Service Design and Service Strategy &
Service Transition

20. Service Design
• Service Level Management
– Manage level of IT services to meet agreed
targeted requirements
– Monitor and improve customer satisfaction with
delivered service quality
– Manage customer expectation with delivered
services
– Ensure delivered services will have proactive
continual improvement

21. Service Design
• Service Level Management
– SLA (Service Level Agreement)
– OLA (Operational Level Agreement)
– UC (Underpinning Contract)

22. Service Design
• Service Catalog
– Supply and maintain information contained in
Service Catalogue such as CIs and their interface
and dependency information
– Manage information to be updated and available
to the ones who have authority to access it

23. Service Design
• Availability Management
– Manage current and future availability plan of the
services
– Make sure availability of services meet required
targets
– Assist in impact analysis and resolution of
incidents and problems related to availability
– Improve service availability performance in
proactive manner

24. Service Design
• Capacity Management
– Manage current and future service capacity plan
– Monitor utilization, throughput and performance of
services to incorporate with patterns of business
activity
– Make sure capacity of services meet required targets
– Assist in impact analysis and resolution of incidents
and problems related to capacity
– Improve service capacity performance in proactive
manner

25. Service Design
• Information Security Management
– Maintain security policy and plan
– Incorporate legislative and regulatory
requirements
– Monitor and proactively improve security in
services provided to meet SLAs

26. Service Design
• Supplier Management
– Manage relationship with suppliers
– Manage service performance provided by
suppliers
– Manipulate and negotiate contracts with suppliers

27. Service Design
• IT Service Continuity Management
– Manage current and future service continuity
– Conduct risk management activities along with
Availability Management and Information Security
Management
– Assess impact of all changes regarding IT Service
Continuity

28. Service Lifecycle
Service Strategy (SS)
• Demand Management
• Service Portfolio Management
• Financial Management for IT
Services
• Business Relationship
Management
Service Design (SD)
• Design Coordination
• Service Level Management
• Service Catalogue Management
• Availability Management
• Capacity Management
• Information Security
Management
• Supplier Management
• IT Service Continuity Management
Service Transition (ST)
• Change Management
• Service Asset and
Configuration Management
• Release and Deployment
Management
• Transition Planning and
Support
• Knowledge Management
Service Operation (SO)
• Event Management
• Incident Management
• Request Fulfillment
• Problem Management
• Access Management
Continual Service Improvement (CSI)
• Seven-Step Improvement Process

29. Service Transition
• Change Management
• Service Asset and Configuration Management
• Release and Deployment Management
• Transition Planning and Support
• Knowledge Management

30. Service Transition
• Change Management
– Response to request for change (RFC)
– Make sure changes are recorded, assessed,
authorized, prioritized, deployed and evaluated
under legitimate supervision

31. Service Transition
• Service Asset and Configuration Management
– Configuration Item (CI):
Components of the IT services e.g. infrastructure,
application, business requirements, etc
– Configuration Management System (CMS)
• A system contains configuration records (CIs) and their
related information
• Useful repository for assess impact during change
management process

32. Service Transition
CMS

33. Service Transition
• Release and Deployment Management
– Manage and communicate release and
deployment management plan with customers
and service providers
– Ensure integrity of procedures throughout the
organization
– Manage risks, incidents and problems during
deployment
– Manage knowledge transfer from Service Design
to Service Operation

34. Service Transition
• Transition Planning and Support
– Organize requirements transfer from Service
Strategy and Service Design to Service Operation
– Manage cost, process, quality and timeline for
services transited into operation environment
– Manage risks during transition and communicate
risks, incidents and problems for prompt decision
making

35. Service Transition
• Knowledge Management
– Gather , analyze, store, share, use and maintain
knowledge, information and data throughout the
organization
– Data-to-Information-to-Knowledge-to-Wisdom

36. Service Lifecycle
Service Strategy (SS)
• Demand Management
• Service Portfolio Management
• Financial Management for IT
Services
• Business Relationship
Management
Service Design (SD)
• Design Coordination
• Service Level Management
• Service Catalogue Management
• Availability Management
• Capacity Management
• Information Security
Management
• Supplier Management
• IT Service Continuity Management
Service Transition (ST)
• Change Management
• Service Asset and
Configuration Management
• Release and Deployment
Management
• Transition Planning and
Support
• Knowledge Management
Service Operation (SO)
• Event Management
• Incident Management
• Request Fulfillment
• Problem Management
• Access Management
Continual Service Improvement (CSI)
• Seven-Step Improvement Process

37. Service Operation
• Event Management
• Incident Management
• Request Fulfillment
• Problem Management
• Access Management

38. Service Operation
• Event Management
– Detect change of level of operating of CIs or IT
Services against agreed requirements in Service
Strategy and Service Design
– Provide further appropriate control actions

39. Service Operation
• Incident Management
– Restore IT Service to operate at normal stage as
quickly as possible
– Diminish impacts on business operations

40. Service Operation
• Request Fulfillment
– Support customer requests for standard services
that are predefined in advance
– Maintain customer satisfaction

41. Service Operation
• Problem Management
– Eliminate cause of problems that may initiate
other incidents
– Perform root cause analysis of problems for
resolution
– Manage change request for resolutions
– Maintain information of problem, workaround
and resolution in Service Knowledge Management
System

42. Service Transition
CMS

44. Service Operation
• Access Management
– Manage access to IT services using policies in
Information Security Management
– Inspect use of access rights

45. Service Lifecycle
Service Strategy (SS)
• Demand Management
• Service Portfolio Management
• Financial Management for IT
Services
• Business Relationship
Management
Service Design (SD)
• Design Coordination
• Service Level Management
• Service Catalogue Management
• Availability Management
• Capacity Management
• Information Security
Management
• Supplier Management
• IT Service Continuity Management
Service Transition (ST)
• Change Management
• Service Asset and
Configuration Management
• Release and Deployment
Management
• Transition Planning and
Support
• Knowledge Management
Service Operation (SO)
• Event Management
• Incident Management
• Request Fulfillment
• Problem Management
• Access Management
Continual Service Improvement (CSI)
• Seven-Step Improvement Process

46. Continual Service Improvement
• PDCA Cycle vs. Seven-Step Improvement
Process
PDCA Cycle Seven-Step Improvement Process
Plan 1. Identify opportunity for improvement
2. Define what to measure
Do 3. Gather data
4. Process the data
Check 5. Analyze information
6. Use the analyzed information
Act 7. Implement improvement

47. Service Lifecycle
Service Strategy (SS)
• Demand Management
• Service Portfolio Management
• Financial Management for IT
Services
• Business Relationship
Management
Service Design (SD)
• Design Coordination
• Service Level Management
• Service Catalogue Management
• Availability Management
• Capacity Management
• Information Security
Management
• Supplier Management
• IT Service Continuity Management
Service Transition (ST)
• Change Management
• Service Asset and
Configuration Management
• Release and Deployment
Management
• Transition Planning and
Support
• Knowledge Management
Service Operation (SO)
• Event Management
• Incident Management
• Request Fulfillment
• Problem Management
• Access Management
Continual Service Improvement (CSI)
• Seven-Step Improvement Process

48. Project Lifecycle

49. Addresses the way an IT organization operates
“Are we doing the right things?”
Addresses the implementation of
projects throughout the organization
“Are we doing things the right way?”
Synergy

50. Q & A

51. Thank You