This document discusses best practices for managing IT infrastructure and services. It recommends using frameworks like COBIT, ISO 27000, ITIL, and ISO 20000 to control and improve services through alignment with organizational needs, continuous improvement, and reducing long-term costs. ITIL in particular is described as providing best practices for making better use of IT resources and managing them through defined processes. The key aspects of ITIL are that service management is a process, it defines processes for people, products, processes and partners, and manages the relationship between users and paying clients through service level agreements.

1. Introduction
Master Class 10
Service Management – Infrastructure
Management
Josep Bardallo

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NetworkingServices&infr.//MasterinICTStrategicManagement
04 / 12 / 2012Josep Bardallo
How to Control and improve Services ?
• Use of Best Practices
• CobiT (Governance, Control and Audit for
Information and Related Technology Control
Objectives for IT)
• ISO 27000 series
• ITIL (IT infrastructure library)
• ISO 20000 (Service management)
• Measure & improvement …

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NetworkingServices&infr.//MasterinICTStrategicManagement
04 / 12 / 2012Josep Bardallo
Service Management Philosophy
• Alignment with the organization’s current and future
needs and those of its clients
• Improvement of the quality of the services provided
(continuous improvement)
• Reduction of the long term of cost of the services

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NetworkingServices&infr.//MasterinICTStrategicManagement
04 / 12 / 2012Josep Bardallo
ITIL
• Best practices that explain how an organization can
make better use of ICT resources (and manage).

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NetworkingServices&infr.//MasterinICTStrategicManagement
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ITIL Model

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NetworkingServices&infr.//MasterinICTStrategicManagement
04 / 12 / 2012Josep Bardallo
ITIL key points
• Service management it’s a process
• ITIL best practices define the processes (in 5 books)
• 4 “P” : People, Products, Process, Partners
• Users (use service) and clients (“pay” service and SLA)

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NetworkingServices&infr.//MasterinICTStrategicManagement
ITIL v3 Processes
04 / 12 / 2012Josep Bardallo

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NetworkingServices&infr.//MasterinICTStrategicManagement
Service operations
04 / 12 / 2012Josep Bardallo
• Coordinate and carry-out day-to-day activities and
processes to deliver and manage service at agreed
levels
• Ongoing management of the technology that is used to
deliver & support services

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NetworkingServices&infr.//MasterinICTStrategicManagement
Service Desk
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• Functional unit that act as a central contact point
between the user and IT Service management
• Objective: Restore service to users as soon as possible
• Manages Incident and Request Management processes

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NetworkingServices&infr.//MasterinICTStrategicManagement
Incident Management Workflow
04 / 12 / 2012Josep Bardallo