ITIL V3 – Service Management as a Practice

Good Practice
defined as an accepted way of doing something well
ISO20000
International Standard for service management
prescriptive and stipulates what must be in place to comply with the standard
Sources of Good practice
Standards
Industry Practices
Academic Research
Training & Education
Internal Experience
Enablers of Good practice
Employees
Customers
Suppliers
Advisors
Technologies
Filters of Good Practice
Substitutes
Regulators
Customers
Competitors
Compliance
Commitments
Service
defined as a means of delivering value to customers
by facilitating outcomes that customers want to achieve
without the ownership of specific costs and risks
Service Management
a set of specialised organisational capabilities
for delivering value to customers
in the form of services
Strategic Asset
Service Management is defined as a __________ within ITIL
ITIL Version 3
Based around 5 core volumes which form the Service Lifecycle
Service Strategy
makes all the high level decisions that influence everything we do within Service Management
Senior Management
Service Strategy is set by ________ _________ and influenced by business strategy
Service Design
builds the services, and makes sure they work individually as well as within the environment they will be deployed into.
Resources
If Service Design isn’t done well it can mean the service never works properly and _______ are wasted
Service Transition
responsible for seamlessly and smoothly deploying new or changed services into the live environment
Live environment
Service Transition seeks to protect the ____ _____ and make sure the new or changed service works from day one
Service Operation
all the day to day activities – everything that is essential to keep live services up and running
Continual Service Improvement
responsible for making sure we are always improving
Service Strategy Goal
to enable Service Providers to think strategically and achieve goals and objectives using strategic assets
Technology
Service strategy sees how everything fits together including the people, processes and _______, and how this translates into services
Service Strategy Objectives
What service do we need to offer?
Who is using our services?
How do we define quality
Where should we invest money and resources?
How do we share money and resources between services?
Service Management
the goal of Service Design is to provide guidance for the design and development of services and _______ _______ processes
large changes
the scope of service design is not limited to new services but can cover ______ ______ to existing services
Service Design Objectives
Design services to satify business objectives
Design effective & efficient processes for the design, transition, operation and improvement of high quality IT services
Ensure risks to services are identified and managed/mitigated
Design metrics & measure for Service assessment
Design secure & resilient IT infrastructures
Service Design Value
Reduced TCO
Delivery of;
consistent, quality services
services aligned to customer requirements
High performing services
Improved;
IT Governance, service management and processes
decision making
Service Transition Goal
provides guidance for the development and improvement of Capabilities for transitioning new and changes services into Operations
Service Transition Objectives
Plan & manage resources for new/changes Services
Meet predicted cost, quality & time estimates
Ensure minimal impact on production services
Increase Customer satisfaction
Provide clear & comprehensive plans for future Business use
knowledge
Service transition ensures that _______ is transferred from development into the live environment
retirement
The term transition also covers large changes to existing services ______ of a live service and transfer of a service to or from an external service provider
Service Transition Value
Better able to deal with high level of changes
New & changed services are aligned to business requirements
Don’t have to wait for new or improved functionality
Service Operation Goal
Undertake activities & processes that manage & deliver Services at agreed levels to business users and customers
Manage the technology used to deliver the Services and collect information on performance & Services metrics
Service Operation Objectives
Meet agreed service levels
Manage day to day activities
Monitor on-going performance
Manage the technology
Report against agreed metrics
Service Operation Value
Effective Incident & Problem management creating improved access to services
Effective deployment of resources and management of oeprational costs
Production of information to support investments in service operations
Live services are management and protected and proactive work carried out
CSI Goal
seeks to indentify & implement improvements to IT services that support Business processes and ensure on-going alignment of IT services to the changing needs of the Business
CSI Objective
Review analyse and make recommendations on improvement opportunities in each lifecycle phase
Improve cost effective of delivering IT services
Review & analyse Service Level achievement
Identify and implement individual activities to improve IT Service Quality
CSI Value
Improvement processes and services
Benefits drawn from improvements to services
Clearly measurable ROI
Delivery of Value on investment – VOI
Service Owner
responsible to the customer for the initiation, transition and on-going maintenance and support of a particular service
Service Owner role
responsbile for producing Reviewing and evaluating reports on service performance and achievement on a regular bases
Service Owner role
Being the prime contact for enquiries or issues related to the service. Ensuring customer requirements are being met by the levels of support and service delivery offered
Service Owner role
responsible for Identifying SI opportunities and raising RFC’s where appropriate
Process Owners
Service owners work closely with _______ _______ where necessary during the service lifecycle
Accountable
only one person can be _______ for a task.
RACI
Responsible
Accountable
Consulted
Informed
Business Unit
defined as a bundle of Assets, meant to create value for customers in the form of good and services
Service units
____ ____ can provide different service to different business units, mixing resources and capabilities to meet requirements
Organisation
Business Units and Service Units may be part of the same _______, or the Service unit may be a seperate legal entitiy
Operational organisational
the four most common ______ _______ structures are to structure by technical specialisation, activity, process or by geography or a hybrid combination
Risk
defined as uncertainty of outcome, whether positive opportunity or negative threat
Managing Risk
requires risks to be identified and exposure to risk to be controlled.
Risk analysis
There are 2 main phases to risk management _____ _____ and risk management
Risk Management
is about documenting and quantifying the risks so that you can understand them.
Countermeasures
Risk management looks at potentially introducing ______ or taking steps to reduce risk