Service Management Practice
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IT service management (ITSM) refers to the processes and practices required to manage and support IT services. The goal of ITSM is to support business objectives. ITIL is a best practice framework that supports ITSM through processes like service strategy, design, transition, operation, and improvement. An ITSM architecture brings together solutions like service desk, configuration management, IT operations management, application performance management, workload automation, and operational analytics to manage the lifecycle of IT services.
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Service Management Practice
- 1. IT Service Management Big Picture
- 2. What is ITSM? Operation teams need to support IT infrastructure, resources and software solutions, to deliver innovation and business value faster. IT Service Management refers to the sum of processes and practices required to manage and support Information Technology services. One of the key goals of ITSM is that is must support the customers business objectives. Best practices ITSM Stack Conformity ITIL, IT4IT, eTOM or COBIT
- 3. ITIL and ITSM ITIL is a best practice framework of IT processes that support the implementation and delivery of ITSM. ITIL Supports ITSM in the following ways: Service Strategy Service Design Service Transition Service Operation Service Improvement
- 4. Mission, Vision, Goal, and Objectives
- 6. Expected Final ITSM Architecture IT Resources Workload Automation Service Desk Performance Management IT Operations Management Service Portfolio, Service Catalog Assets, Ci’s, Inc, Prob, Chng Metrics, Events, Configs Configuration Management System IT Operational Analytics Dashboards and Reporting Solutions Service Design Service Transition Service Operation Service Strategy ITIL
- 7. IT Operations Management Alerts and data Integration into single view Identify the root cause of a problem Much smaller subset of actionable problems Leverages Search and Event Analytics insight from both real- time and historical perspective Help reduce operator loads Identifying difficult to find hot spots Visualize most frequent events identify events that are related to the same problem or incident All for the purpose of helping operations become more efficient in accelerating the Operations Life Cycle
- 8. Application Performance Management Manage the performance and availability of Services Identify bottlenecks and quickly detect the root cause of Problems Control, Visualize and Automate the performance management integrates with other solutions such as Incident Management, Automation, Predictive Analytics, Dashboards and reporting Necessary capabilities OS Monitoring Application Component Monitoring Deep Dive Diagnostic Data of Application Components Transaction Tracking Reporting
- 9. Service Desk Manage ITIL-based processes Adding automation, mobility, enhanced visibility and analytic insights Services provided by the Service Desk Service Request Management Change Management Deployment Management
- 10. Workload Automation Planning, processing and analysis of calendar- and event-based enterprise production workloads Automate, plan and control the processing of workloads includes and integrates workloads, tasks and processes for distributed environments
- 11. Configuration Management System IT services are typically made up of a bunch of individual components — things like servers, software and middleware, and unique configuration information. Configuration Management tracks the configurations of and relationships between the various components (or configuration items) of your various IT services. CMS is basically just a set of tools (like databases, files, etc.) that are used to gather, update, and analyze data about all of your configuration items (Cis) and their relationships. CMS may also include information about incidents, problems, known errors, changes, and releases. CMDB is a database that stores configuration records. CI is simply any component that needs to be managed in order to deliver an IT service. Such as A server, a virtual server, or even the configuration of an application.
- 12. IT Operational Analytics and Dashboards Analytics solutions analyze terabytes of big data from your ITSM services and turn it into relevant information and insights that you can act on immediately. IT operations analytics solutions help you: Predict problems before they impact service and cause costly outages. Search quickly across your operation data sources for faster problem resolution. Optimize your IT and application infrastructure to meet service levels efficiently.
- 13. ITSM Implementation (ref: IBM Article - 26 Jan 2016) Service Catalog Release and Deployment Management Change Management Monitoring Event Management Dashboards and Reports Incident Management Integration Problem Management Inventory and Discovery Application Performance Management Log and Predictive Analytics Automation
- 14. END
Editor's Notes
- Service strategy – is the planning stage in which you are striving for an effective means of delivering services. At this stage you look strategically at how you can leverage the capabilities of technology and business processes and provide guidance on how to effectively design and development of service management capabilities as a strategic asset. Service design – Planning and building next-generation service architectures across on-premise, cloud and hybrid infrastructures. Here we need to design for scalable and cost effective services taking into account the infrastructure, applications and service management technologies which will be used to manage the services. Service transition – At this stage we are looking at core IT Service Support management (ITSSM) processes focusing on workflow and effective means of moving services into operations. Here we look at automating the configuration, change, and release flows too effectively deploy these services into production. Service operation – At this point we are effectively managing the services on a day to day bases. We are assuring the availability and performance of business services and infrastructure. We employ monitoring and automation to improve the reliability of services and ensure we have sufficient capacity and resilience built in the services to maintain service operation. Service improvement– Here, we provide continual improvement of services and solutions through greater visibility and integration of tools and processes. We gather metrics and measure KPI’s to understand the levels of service maturity and ensure we are providing our customers with expected quality service. We focus on the full service lifecycle and understand where we can provide improvement in the operation of services.