Why IT Project Managers need to know IT Service Management - By Mr Goh Boon Nam

© 2013 National University of Singapore unless otherwise stated. All Rights Reserved.
Why IT Project Managers need to
know
IT Service Management
1
ISS-UXC Consulting Seminar
3 Jul 2013
Please see Acknowledgements & Notices in second last slide

Agenda
• Why IT Service Management?
• ITIL® 26 management processes
• Service Operations
• Service Transition
• Service Design
• Service Strategy
• Continual Service Improvement
• Summary
2

Why IT Service Management? (1)
• Imagine an IT project developed and put
into production
• Is the project a success if:
– Teething problems of the “live” project are
not resolved promptly as they occur?
– Cutover is at a critical period and causes
unforeseen incidents in your system and
other systems?
– Cutover was too big to manage and caused
too many incidents?
– System availability does not meet the SLA
requirements?
– Response time is below SLA requirements?
– Customer is not satisfied with the project?
– Project is not aligned to overall business
needs?
3

• IT Service Management (ITSM) can
complement Project Management to help
ensure success of a project
• ITIL is the international best practice for
ITSM
4
http://itsminfo.com/2012-itil-exam-statistics/2012itilfound4/
Why IT Service Management? (2)

ITIL – 26 Management Processes
5
Continual Service Improvement
“Enhancing the value”
Service Portfolio
Management
Demand
Management
Financial
Management
Service Catalogue
Management
Service Level
Management
Capacity
Management
Availability
Management
IT Service Continuity
Management
Information Security
Management
Supplier
Management
Event
Management
Incident
Management
Problem
Management
Request
Fulfilment
Access
Management
Service Strategy Service Design Service Transition Service Operation
7 Step Improvement process
Strategy
Management for
IT services
Business
Relationship
Management
Design
coordination
Change
Management
Service Asset
& Configuration Mgt
Release &
Deployment Mgt
Service Knowledge
Management
Transition Planning
& Support
Service Validation &
Testing
Change Evaluation
Reproduced from UXC Consulting
Based on Cabinet Office ITIL® material. Reproduced under license from the cabinet office

Service Operations
• How to know if any incident occurred or may
occur?
• How to resolve incident and quickly restore
normal service?
• How to prevent incidents from happening
again?
• How to handle requests (e.g. enquiries) so
as to keep users satisfied?
• How to ensure that the correct security
access given to users?
66
Event
Management
Incident
Management
Problem
Management
Request
Fulfilment
Access
Management
Service OperationManage project / service when it goes “live”
Based on Cabinet Office ITIL® material.
Reproduced under license from the cabinet office

Event Management
• Best practice process to
know early
– When incident occurs
– Or before incident even
occurs
• Best practice concepts
– Different types of events
• Exception
• Warning
• Informational
– Event correlation &
filtering
– Relevant actions to take
• Automated
• Manual
7
© Crown Copyright 2011

Incident Management
• Best practice process to quickly
restore normal service
– Service desk as single point of
contact
– Emphasis on restoring normal
service as quickly as possible
– Use of Known Error Database
• Recorded resolutions
• Or else workarounds
– Prioritisation
– Escalation
• Functional
• Management
– Logging & Categorisation
– Normal & Major Incidents
8

Problem Management
prevent incident
happening again
– Type of problem mgt
• Reactive
• Proactive
– Problem analysis
techniques
– Prioritisation
– Root cause identification
& resolution
9
http://www.ite.edu.sg/wps/portal/FullTimeCBS/?WCM_GLOBAL_CONTEXT=/wps/wcm/conn
ect/itecontentlib/stecoursecatalog/staallcourses/stafulltime/a00d958044482219a755f702288
55d43

Request Fulfillment
satisfy user requests
– Small changes
– Enquiries
– Standard change
– Request models
(standard procedures for
common requests)
– Self-service
– Request status tracking
– Prioritisation
– Approvals
10
https://demochannel.service-now.com/navpage.do

Access Management
• Best practice process to control
user security access
– Identity
– Roles
– Service groups
– Avoidance of role conflicts
– Identity Status
• Job changes
• Promotion or demotions
• Transfers
• Resignation or death
• Retirement
• Disciplinary action
• Dismissals
11

Service Transition
12
Manage service
when it is “live”
Manage service
before it is “live”
to ensure it works
well when it is
“live”

Service Transition
• Service Transition
– Transition of service to
production
– Causes change to
production environment
– Gives rise to high risk
of incidents/ problems
– Need to manage
transition well to
minimise risks

Service Transition
• How to control changes across all
systems?
• How to document components so as
to assess change impact?
• How to evaluate impact of change?
• How to scope and phase the release
to a manageable scope?
• How to test that the system is ready
for deployment
• How to document relevant
knowledge for reuse?
• How to plan for the overall transition
to production?
Service Transition
Change
Management
Service Asset
& Configuration Mgt
Release &
Deployment Mgt
Service Knowledge
Management
Transition Planning
& Support
Testing
Change Evaluation

Change Management
• Best practice process to control
changes across all systems in
the enterprise
– Change advisory board (CAB)
– Change schedule
– Remediation planning
– Normal change
– Emergency change
– Emergency CAB
– Standard change
15

Service Asset and Configuration
Management
• Best practice process to keep
track of customers, services,
components and their
relationships
– Service assets
– Configuration items
– Relationships
– Configuration baseline
16

Change Evaluation
evaluate impact of change to
whole environment in terms of
– Intended and unintended
effects
– Whether performance meets
requirements
– Unintended effects
– Risk Profile
– Deviations
– Predicted Performance vs
Customer Requirements
– Actual Performance vs
Customer Requirements
17

Release & Deployment Management
• Best practice process to plan
and carry out the actual
release to production while
protecting the integrity of
existing systems
– Release windows
– Big Bang option
– Phased approach
– Early Life Support
18

Service Validation & Testing
• Best practice process to ensure project meets the
needs of the business (validation) and meets the
requirements/design (verification)
19

Service Knowledge Management
• Best practice process to ensure knowledge is
prepared to help in managing the service
20

Transition Planning and Support
• Best practice process to ensure that the various
processes for Service Transition are planned in an
integrated manner and work well together to
make the transition as smooth as possible
21

Service Design
22
Manage service
when it is “live”
Manage service
before it is “live”
to ensure it works
well when it is
“live”

Service Design
23
• Service Design
– Emphasis on areas that
• Will affect actual
performance in production
• But usually not sufficient
attention given in
conventional design
– Not just technical measures
but also management
measures
– Not just for design phase
but also for subsequent
operations phase

Service Design
• How to ensure project will be able to
meet the availability SLAs?
• How to ensure project will be able to
meet the capacity/response SLAs?
• How to ensure project is able to cater to
disasters?
• How to ensure that project is secure?
• How to “design” and manage the
supplier relationship to ensure good
service?
• How to arrive at a workable SLA to
design against and how to manage the
SLA?
• How to design and manage the
catalogue to inform customers/users of
the service being implemented?
• How to coordinate all the above
processes?
Service Design
Service Catalogue
Management
Service
Level Management
Capacity
Management
Availability
Management
Management
Management
Supplier
Management
Design
coordination

Availability Management
ensure availability meets
agreed targets in cost
effective manner
25

Capacity Management
• Best practice process to ensure capacity and
response-time performance meets agreed
targets in cost effective manner
26

• Best practice process to support business
continuity through continuity of required IT
services in the event of a disaster
27

IT Security Management
• Best practice process to ensure IT security
matches the agreed needs of the business
28

Supplier Management
• Best practice process to ensure suppliers
support the needs of the business and meet
their contractual commitments
29

Service Level Management
• Best practice process to ensure IT services are
delivered to agreed achievable targets.
30

Service Catalogue Management
• Best practice process to ensure single, accurate
and updated source of information on IT
services that are operational or going to be
31
Some rights reserved by Charles Haynes
http://www.flickr.com/photos/haynes/3944396470/
https://itservices.uchicago.edu/service-catalog

Design Coordination
• Best practice process to ensure that the various
processes for Service Design are planned in an
integrated manner and work well together
32

Service Strategy
33
Ensure services or
projects are done well
Plan right services or
projects to do and ensure
they get done

Service Strategy
• How to maintain good relationship
with customer to understand their
needs and ensure their satisfaction?
• How to understand and influence
customer demand for each service?
• How to analyse and manage the
finances of IT services?
• How to analyse, plan and oversee
the high level strategies for IT
services?
• How to select the right services to
implement and to oversee their
implementation?
Service Portfolio
Management
Demand
Management
Financial
Management
Service Strategy
Strategy
Management for
IT services
Business
Relationship
Management

Business Relationship Management
• Best practice process to maintain good
relationship with the customer to
– understand his needs
– so as to keep him satisfied

Demand Management
– Understand the customer’s changing
demand for each service
– Influence the demand

Financial Management
• Best practice process for financial
management – including budgeting, securing
funding, accounting and charging of services.

Strategy Management for IT Services
• Best practice process to strategize how a
service provider will enable an organization to
achieve its business outcomes.

Service Portfolio Management
• Best practice process to decide and oversee
the implementation and operation of the suite
of services to provide for the customer.

ITIL – 26 Management Processes
40
Service Portfolio
Management
Demand
Management
Financial
Management
Service Catalogue
Management
Service Level
Management
Capacity
Management
Availability
Management
Management
Management
Supplier
Management
Event
Management
Incident
Management
Problem
Management
Request
Fulfilment
Access
Management
Strategy
Management for
IT services
Business
Relationship
Management
Design
coordination
Change
Management
Service Asset
& Configuration Mgt
Release &
Deployment Mgt
Service Knowledge
Management
Transition Planning
& Support
Testing
Change Evaluation

http://commons.wikimedia.org/wiki/File:Conflict_Resolution_in_Human_Evolution.jpg
41

IT Service Management
• Imagine an IT project developed and
put into production
• With IT Service Management:
– Teething problems of the “live” project
resolved promptly
– Cutover is done at most optimal point
where less impact with other systems
and impact well managed
– Cutover scope at right size to manage
well
– System availability meets the SLA
requirements
– Response time meets SLA requirements
– Customer is satisfied with the project
as it meets his needs
– Project is well aligned to overall
business needs
42

For Further Information
• For further details on ITIL Foundation
course
– http://www.iss.nus.edu.sg/ProfessionalCou
rses/SearchCourse/CourseDetail/tabid/267/
cid/33/cname/nicf-itil-v3-foundation-for-it-
service-management/Default.aspx
• For other related courses:
– http://www.iss.nus.edu.sg/ProfessionalCou
rses/CourseCatalogue.aspx
43

Acknowledgements & Notices
• ITIL® is a registered trade mark of the Cabinet Office
• © 2011 NUS unless otherwise stated. The contents of
this document may not be reproduced in any form or
by any means, without the written permission of ISS,
NUS, other than for the purpose for which it has been
supplied

The End
45

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