The document discusses various IT service management processes including service level management, availability management, capacity management, IT service continuity management, and information security management. It also discusses key concepts in IT service management such as the RACI model and SFIA skills framework. The objectives are to set targets, define and monitor service levels, improve customer satisfaction, and provide clear reporting. Options for service level agreement frameworks include service-based, customer-based, and multi-level approaches.

1. “When we build, let us
think that we build for
ever.” – John Ruskin

2. Processes
 Service Level Management
 Availability Management
 Capacity Management
 IT Services Continuity Management
 Information Security Management
 Supplier Management
 Service Catalogue Management
 Design Coordination
Concepts
 4 P’s
 RACI Model
 SFIA (Skills Framework for Information Age)

4. Objectives
 Set specific and measurable - Targets
 Define, document, agree, monitor,
measure, report and review the level of IT
Services provided.
 Improve relationship & communication.
 Monitor and improve - Customer satisfaction
 Clear ambiguity
 Reporting SLAM, Service Reviews

5. Designing SLA Framework – Available Options
 Service-Based SLA:
 Customer-Based SLA:
 Multi-Level SLA:
 Corporate Level:
 Customer Level:
 Service Level:

6. Purpose
“To optimize the capability of the IT infrastructure and to
support the organization by delivering a cost effective and
sustained level of availability that enables the business to
satisfy its objectives”

7.  Objectives
 Availability Plan
 Design Availability & validation
 Monitoring Av
 Provide advise and guidance, CAB member
 Addressing Av. Incidents / Diagnosis / Resolution
 Improvement
 Proactive measures

8. Purpose
To ensure the current and future capacity and performance
demands of the customer regarding IT service provision are
delivered against justifiable cost

9.  Objectives
 Capacity Plan
 Design capacity, monitor and influence
demand
 Advise and guidance, CAB member
 Addressing Cp. Incidents / Diagnosing /
Resolution
 Tuning / Sizing activities
 Proactive measures

10. Sub processes include…
 Business Capacity Management
 Service Capacity management
 Component Capacity Management

11. Objectives
 Aligning IT Security with Business
Security.
 Protect information from harm due to
failures of availability, integrity &
confidentiality.

13. The Information Security Management process framework
consists of:
 Information Security Policies
 Designing Security Controls

16. Purpose
Is to support the overall BCM process by ensuring that the risks
that could seriously effect IT services are managed and the
IT service provider can always provide minimum agreed
business continuity related service levels

17. PLANS
 Service Continuity Plan
 IT Recovery Plan

18. Objectives
 Obtain value for money
 Ensure Underpinning Contracts are aligned to SLA, SLR’s
 Manage relationships with vendors
 Manage Suppliers performance, risk assessment
 Negotiate and agree contracts with them
 Maintain a SCMIS, CAB member

21.  Wholesale Customer view AND
 Retail Customer view
 Supporting Services view

22.  Purpose
 Ensure the goals and objectives of this stage are
met by providing a ‘spoc’ for coordination and
control for all activities and processes within this
stage
 Responsible
to produce Service Design
Package (SDP) and hand over to Service
Transition

23.  Define roles and responsibilities.
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24.  SFIA (Skills Framework for Information Age)
 Common reference model for the identification of
the skills needed to develop effective IT services,
information systems and technology