itil foundation training. topics for the day role of it, itsm & itil purpose of itil and how...
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ITIL FOUNDATION TRAINING
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Topics for the day
Role of IT, ITSM & ITIL Purpose of ITIL and how it will benefit
you? Terminologies used in ITIL 5 books in ITIL The ITIL processes and Functions.
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Introduction to IT, ITSM and ITIL
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Intended Audience
IT Staff, System and Network Administrators, Managers and Executives, Anyone and everyone who is responsible for the delivery of
IT services in an organization.
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Purpose of ITIL/ITSM
Organizational Benefits to ITIL Improved customer satisfaction through a more professional approach to service delivery Improved IT services through the use of proven best practice processes Improved ROI of IT Improved delivery of third party services through the specification of ITIL Improved morale of service delivery and recipient staff Increased competence, capability and productivity of IT staff Increased staff retention Reduced cost of training Improved systems/ applications availability Reduced cost/ incident Reduced hidden costs that traditionally increases substantially the TCO Better asset utilization A clear business differentiator from competitors Closely aligned to commercial business services and products Greater visibility of IT costs Greater visibility of IT assets A benchmark to measure performance against in IT projects or services Reduced cost of recruitment and training - hiring ITIL qualified people is easier
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Why Should I have ITIL\ITSM awareness or be an ITIL certified?
Becoming ITIL certified will make you a valuable resource ITIL knowledge will allow you to understand the common
language of ITIL, understood by IT professionals worldwide, and will increase your standing within the IT community.
ITIL gives you an adaptive and flexible framework for managing IT services and encourages you to use common sense rather than follow a rigid set of rules.
ITIL will create a common understanding between your IT staff, suppliers, contractors and users within the business by creating a common approach and language towards IT services.
ITIL can deliver huge cost savings for an organization by promoting the optimum use of people, process and technology. Pro-active management and continuous service improvement will help to increase quality while reducing overall costs.
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What is IT?
Business is looking to IT for Service Delivery rather than just product
delivery. This should be achieved in an environment of tight budgets
hence the need arises to reduce and control the IT cost IT must be viewed as an intrical part of the business This helps increase IT’s real and perceived value to the
business
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Business Challenges
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What is a Service?
“Service is a means of providing value to the customer by providing the outcome that the customer needs without the ownership of specific cost and risk.”
Who are the Customers? Who are the Users?
UTILITY“Fit for purpose” +
WARRANTY“Fit for use” = VALUE
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Utility and Warranty
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What does ITSM do?
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What is IT Service Management (ITSM)?
Service is an approach that IT organizations can utilize to
design, build, integrate, manage and evolve quality IT services.
“ Service Management is a set of specialized organizational capabilities for providing value to customers in the form of services”
It helps in alignment of four attributes People, Process, Products
and Partners
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The Benefits of ITSM are :
Reduced costs Improved agility(flexibility) Increased customer satisfaction Strong business partnerships Built-in and measurable quality improvements
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The History of ITIL
1980’s
British Government determined that the level of IT service quality that they received was not sufficient. The Central Computer and Telecommunication Agency (CCTA) now called as Office of Governance Commerce(OGC) was assigned to develop a framework for efficient and financially responsible use of IT resource. This was joint effort between government and private sector.
1989
GITIM(Government Information Technology Infrastructure Management) later called as ITIL Version 1 was release which consisted of 40 books
2001
ITIL Version 2 was released which consisted of 7 books.
2007
ITIL Version 3 was released which consisted of 5 books
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Why is ITIL V3 referred to as a Good Practice?
Good practice is a management plan which asserts that there
is a method, technique, activity, process, reward or incentive
that is more effective at delivering a particular outcome than
any other technique, method, process, etc.
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What is ITIL?
The IT Infrastructure Library is the most widely accepted approach to IT service management.
It is a library of books which talks about the good practices in IT service management.
ITIL is a Framework ITIL defines the organizational structure and skill
requirements of an IT organization and a set of standard operational management procedures to allow the organization to manage an IT operation and associated IT infrastructure.
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Difference between a Framework and Standard
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FRAMEWORK STANDARD
Customizable Not customizable
Good Practice Best Practice
Individual gets certified An organization gets certified
Example of framework : ITIL, COBIT
Example of Standard : ISO 20000, ISO27001
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Common Terminologies
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Resources and Capabilities
Resources and Capabilities are types of assets. Organizations use them to create value for the
customers. Resources are those that are readily available or
those assets that the company can easily acquire. They are tangible.
Capabilities are intangible assets of an organization and cannot be purchased. It is Developed and Matures over time.
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Example of Resources and Capabilities
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Process and Function
PROCESS
Process is a set of coordinated activities combining and implementing resources and capabilities in order to produce an outcome which, directly or indirectly, creates value for an external customers or the stakeholders.
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Characteristics of a Process
- They are measurable- They deliver specific results- They Deliver outcome to customer or
stakeholder.- They Respond to a specific Event.
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FUNCTIONS
Units of organization specialized to perform certain type of work and responsible for specific outcomes.
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RACI Matrix The RACI Model (RACI Matrix) is a simple tool that is useful for
highlighting roles and responsibilities during a project, program, or
indeed any organizational change. RACI is an acronym for Responsible, Accountable, Consulted, and
Informed.
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Rules of RACI Matrix
Only have one Accountable person per activity.
There should be at least one Accountable and one Responsible
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Different Service Provider
• Type I (Internal service provider):Exists within an organization solely to deliver service to one specific business unit.
• Type II (Shared service provider):Services multiple business units in the same organization
• Type III (External service provider):Operates as an external service provider serving multiple external customers.
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About ITIL V3
ITIL V3 consists of five core books Service Strategy, Service Design, Service Transition, Service Operation and Continual Service Improvement
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Service Life Cycle
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Service Life Cycle
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Service Strategy
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Processes in Service Strategy:
Service Portfolio Management Demand Management Financial Management
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Why have a Service Strategy
Strategy, in the context of Service
Management, helps answer questions like :
Why the business customer would buy IT services?
What IT services would customers need? How to differentiate from the
competitors? How to create value for customer? How much should be charged for IT
services? What is the ROI (Return on Investment) ?
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Objectives of this Phase
Objectives of this phase is to help answer key
strategic questions about services:
Which service are most distinctive? Which services are most profitable? Which activity in our chain or value network are
most different and effective? Which is the Market Space?
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Concepts and Models
Business Case A Business Case is a structured and
documented justification for investment in something expected to deliver value in return.
Return on Investment (ROI)/Value on Investment (VOI)
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Warranty & Utility
WARRANTY + UTILITY = VALUE CREATED
Warranty (Fitness for use)It is the assurance that enough service is available, it has enough capacity. Is secured and recoverable
Utility (Fitness for purpose) The positive effect on performance of tasks as
perceived by the customer. The removal of constraints would be perceived as
a positive effect.
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Four P’s of Service Strategy
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SERVICE LEVEL PACKAGE
A Service Package provides a detailed description of package of bundled
services available to be delivered to customers. The contents of a Service
Package includes: The core services provided Any supporting services provided The Service Level Package.
Service Level Packages are effective in developing service packages with
levels of utility and warranty appropriate to the customer’s needs and in a
cost-effective way. Availability and Capacity Levels Continuity Measures Security Levels Support arrangements (e.g. hours of support).
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PROCESSES
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Service Portfolio ManagementGOALLook at the market space and the customer to analyze which area
will provide the most value for business.
OBJECTIVES Consider your own capabilities and resources, as well as those
of suppliers to help determine whether to Run the Business or Grow the business.
Evaluate the Market Space and utilize the opportunity Decide on the Pricing or Charge back models
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Schematic Representation on Service Portfolio Management
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Demand Management
GOAL Assist the IT service provider in understanding
and influencing customer demand for services, and the provision of capacity to meet these demands.
OBJECTIVES Identification and analysis of Patterns of Business
Activity (PBA) and user profiles that generate demand. Utilizing techniques to influence and manage demand in
such a way that excess capacity is reduced but the business and customer requirements are still satisfied.
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Financial Management
GOAL
Financial Management gives insight into the costs of the IT organization and options to charge the costs - making it possible to run IT as a business
OBJECTIVES ITIL-aligned IT Financial Management policies, processes and
procedures Effective IT budget and planning practices Accurate and efficient IT charging and cost recovery for IT
services Accurate accounting of IT expenditures and revenues Reporting on the state and health of IT costs and revenues on
a regular basis Periodic audits of IT financial information to ensure accuracy
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Requirement of Financial Management
Financial Management is carried out in all phases of the service lifecycle
Enables expenditure forecasts (made within Service Strategy and Service Design) to be compared with actual expenditure incurred (within Service transition and Service Operation)
IT service providers must have the ability to fund (budget) and account for all forms of expenditure throughout the service lifecycle
Financial management may also include deciding the most appropriate charge-back method
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SERVICE DESIGN
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Processes in Service Design
Service catalogue Management Service Level management Supplier Management Availability Management Capacity Management IT Service Continuity Management Information Security Management
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Objectives of Service Design Responsible for the design of new or changed
service going into live environment. Ensure that the Design are consistent,
compatible and capable. Metrics definition, selection and evaluation of
measurement capabilities Evaluation and Establishment of policies\
procedures for new or changed services. The output from Service Design helps to meet
changing requirements of business.
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Why Service Design?
If all aspects of service, process and technology are designed properly then the service providers will have a profit.
Improved quality of service. Improved consistency of service. Easier implementation of new or
changed service. Improved IT Governance.
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4 P’s of Service Design
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Service Design Package
Service Design package (SDP) should be produced during
the Service design phase for:
• New service• Major change to an existing service• Removal of a service
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PROCESS
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Service Catalogue ManagementGOAL The goal of Service Catalog Management is to define and
manage the active or ‘Live’ services offered to the end users of an organization.
OBJECTIVES To provide a single source of consistent information on all of the
agreed services To ensure that the Service Catalogue is available to those
approved to access it The Service Catalogue should contain accurate information
about all operational services, and services that are being transitioned into operations.
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Basic Understanding on Service Catalogue
• Service Catalogue is a component of the Service Portfolio
• Service catalogue defines the dependencies and interfaces between the services and supporting components
• Two important aspect are:Business Service Catalogue – Customer ViewTechnical Service catalogue – Underpins Business Service Catalogue
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Service Level Management
GOAL To ensure that an agreed level of IT service is provided for
all current IT services and that future services are delivered to agreed and achievable targets.
OBJECTIVES• Define, document, agree, monitor, measure, report, and
review the level of services provided• Provide and improve the relationship and communication
with the business and customers• Ensure that specific, measurable and realistic targets are
developed and that the customers have a clear and unambiguous expectation of the level of service delivered
• Ensure that proactive measure to improve services are implemented where cost is justified
• Monitor and improve customer satisfaction with the quality of service delivered
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Basic Concepts for Service Level Management• Service Level agreement (SLA)
An agreement between an IT service Provider and a customerIt defines the key service targets and responsibilities
• Operational Level Agreement (OLA)An agreement between an IT service Provider and an internal support group. It supports the IT service Provider’s delivery of IT Services to customer.
• Underpinning Contract (UC)An agreement between an IT service Provider and a third party supplier. It defines targets and responsibilities that are required to meet SLA target.
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Supplier Management
GOAL The goal of Supplier Management is to ensure the reliability
and cost-effectiveness of outside suppliers. The supplier management team negotiates contracts with external suppliers, and regularly reviews these contracts to ensure that they are being met.
OBJECTIVES• Negotiate and agree contracts with suppliers and manage them
through their lifecycle• In conjunction with Service Level Management, ensure that
agreements with suppliers are aligned to business needs and support agreed SLA targets
• Ensure value for money is obtained from suppliers and contracts
• Maintain a supplier policy and supporting Supplier and Contract Database (SCDB)
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Availability Management
GOAL Ensure that all the IT services are available and are
functioning correctly whenever customers and users want to make use of them in the framework of the SLAs in force.
OBJECTIVES To produce and maintain the Availability Plan and assess
the impact of the changes on the plan To provide advice and guidance on all availability
achievements meet or exceed all of their agreed target To seek pro-active ways of improving availability
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5 Key Factors
Fault Tolerance Availability Reliability Maintainability Serviceability
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Capacity Management
GOAL Make the available IT resources that customers, users and
the IT department need to carry out their work efficiently, and to do so in a cost effective way.
OBJECTIVES Stay up-to-date with the current state of the technology and
expected future developments. Know about the company's business plans and service level
agreements in order to forecast the necessary capacity. To proactively manage capacity.
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Capacity Management Sub-processes
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IT Service Continuity ManagementGOALGoal of IT Service Continuity Management (ITSCM) may be
summarized as: Guaranteeing the rapid recovery of (critical) IT services after a
disaster. Establishing policies and procedures that avoid, as far as possible,
the harmful consequences of a disaster or instance of force majeure(superior force).
OBJECTIVES• To maintain IT continuity and recovery plans that support Business
Continuity Plans• To conduct regular Business Impact analysis (BIA) exercises• To conduct regular Risk Analysis and management exercise• To implement the appropriate recovery mechanisms• Assess the impact of all changes on the IT Service continuity Plans
and IT recovery plans• In conjunction with Supplier management, negotiate and agree
contracts with suppliers for the provision of recovery capabilities
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Business Impact Analysis (BIA)
Business Impact Analysis (BIA) answers the following question: Evaluating the impact over time of a disruption to
an organization's ability to operate. Risk Assessment to estimate the likelihood and
impact on specific functions from known threats. How long before the business was unable to
operate? When and how should service be recovered
(based on cost / benefit analysis) ?
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Risk Assessment
• Risk is defined as uncertainty of outcome• It can be positive opportunity or negative
threat to service assets• Two measurable components:
Impact (Threats)Probability (Vulnerability)
• Two distinct phases:Risk AnalysisRisk Management
• All organizations need to understand and asses the balance between cost of managing risks and the benefits of taking the risks
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Information Security Management
GOALThe main Goals of Security Management may be summarized
as: Designing a security policy (in collaboration with customer and
suppliers) that is aligned with the needs of the business. Ensuring compliance with the agreed security standards. Minimizing the security risks threatening continuity of service.
OBJECTIVES• To be responsible for production, maintenance, and
enforcement of Information security Policy (ISP)• To protect the interests on those relying on information from
failures relating to lack of availability, integrity, and confidentiality
• To ensure that information exchanges between various parties can be trusted
• To ensure that the ISP is in line with the strategic goals of the organization(Corporate Governance Framework) in relation to protection and effective use of information resources
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Service Transition
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Processes in Service Transition
Change Management Service Asset and Configuration
Management Release and Deployment Management Knowledge Management
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Objectives of this Phase
• To plan and manage the resources to successfully establish a new or changed service into production within the predicted cost, quality, and time estimates
• To ensure there is minimal unpredicted impact on the production services, operations and support organization
• To increase satisfaction with the service transition practices
• To increase proper use of the services and underlying application and technology solutions
• To provide clear and comprehensive plans that enable the customer and business change projects to align their activities with the service transition plans
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Why Service Transition?
Effective Service transition can help in:• Faster response to new requirements and
market changes.• Increased business success from change
and release.• Align the new or changed service with the
customers’ business requirements and business operations
• Ensure that customers and users can use the new or changed services in a way that maximize value to the business operations
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PROCESS
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Service Asset and Configuration Management
GOAL Managing, storing and providing information about
Configuration items(CIs) throughout the lifecycle.
OBJECTIVES Identification of Configuration Items and the naming
convention to be used. Determine the information to be recorded(Which CIs,
attributes, relationships etc) Reporting on all current and historical data about the CI
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Basic Terminologies
Configuration Item (CI): Both the components of IT services and the services these provide are configuration items. For example:
- Hardware devices such as PCs, printers, routers, monitors, etc. and
their components: NICs, keyboards, CD drives, etc.
- Software: operating systems, applications, network protocols, etc.
- Documentation: manuals, service level agreements, etc.
Attributes : Specific information about a CI
Configuration Management System (CMS): This database must include:
- Detailed information about each configuration item.
- Interrelations between the different configuration items, such as
"parent-child" relationships, or logical and physical interdependencies.
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Configuration Management Database (CMDB) : A collection of CMS
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CHANGE MANAGEMENT
GOAL The main goal of Change Management is for all the changes that
need to be made to IT infrastructure and services to be performed and implemented correctly by ensuring standard procedures are followed.
It Talks about a controlled mechanism for IT changes
OBJECTIVESChange Management must work to ensure that changes: Are justified. Are carried out without jeopardizing IT service quality. Are properly recorded, classified and documented. Have been carefully tested in a test environment. Are recorded in the CMDB. Can be undone by running back-out plans if the system functions
incorrectly after implementation.
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Change Advisory Board (CAB)A body that exists to: Prompt and efficient handling of all changes. Helps in formal review and authorization of changes. Assist change management to assess, evaluate and prioritize
changes
Emergency changes are disruptive and error-prone, so it should be kept to the
absolute minimum. For emergency change usually Emergency CAB (ECAB)
may be called to assist the Change Manager to evaluate and approve
emergency changes
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Release and Deployment Management
GOAL To deploy releases into production and establish effective
use of the service in order to deliver value to the customer and be able to handover to service operations.
OBJECTIVES To ensure that Release and Deployment plans are in place,
that align with customer and business change projects Release packages can be built, installed, tested, and
deployed successfully and on schedule New or changed services are capable of meeting agreed
service levels There is minimal unpredicted impact on production
services, operations and support
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Knowledge Management
GOAL To enable organizations to improve the quality of
management decision making by ensuring that reliable and secure information and data is available throughout the lifecycle.
OBJECTIVES Enabling the service provider to be more efficient, improve
quality and satisfaction and reduce cost Ensure staff have a clear and common understanding of
value that their services provide to the customers Staff have adequate information on:
Who is currently using services?Current level of consumption of the serviceDifficulties faced by customer
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Service Knowledge Management System
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SERVICE OPERATIONS
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PROCESSES AND FUNCTIONS
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Objectives of this Phase
To enable effectiveness and efficiency in delivery and support of IT services
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PROCESS
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Event Management
GOAL Enable stability by monitoring all events that occur
throughout the IT infrastructure to allow for normal service operations and detect and escalate exceptions.
OBJECTIVES
• To provide the ability to detect events, make sense of them and refer it to the correct resolver team.
• To act as the basis and entry point for the automation and execution of routine operational activities
• To provide the ability to compare actual performance against design standards and SLAs
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INCIDENT MANAGEMENT
GOAL Restore normal service operations ASAP. Minimize the adverse impact on business operations.
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Categorization of Incident
Priority = Impact + Urgency
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Types of Escalations.
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Major Incident
The highest category or impact for an incident. A major incident results in
significant disruption to Business.
An incident requiring shorter resolution timescales and greater urgency
May require a major incident team under the leadership of the Incident Manager
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Problem Management
GOALPrimary Objectives included: Identify the Root cause of one or more incidence. Minimize the adverse impact of incident and problem on the
business that are caused by errors within the IT infrastructure. Eliminating recurring incidents
A problem is the cause of one or more incidents (Here the cause may not be known when the problem record is created)
Incident workarounds are documented in Incident Records Problem workarounds are documented in Known Error Records
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Basic Concepts.
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Types of Problem Management.
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Proactive Activities.
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Request Fulfillment
It is the process of dealing with Service Requests
OBJECTIVES To provide a channel for users to request and receive
standard pre-defined and approved services To provide information to users relating to the availability of
standard services To source components required to deliver standard services To assist with general information, queries and complaints
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Access Management
It is a process which can be initiated by a Service Request.
Goal and Objectives: AM is the process of granting authorized
users the right to use a service while preventing access to un-authorized users
To execute the policies and actions defined in Information Security and Availability Management (Service Design)
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FUNCTIONS
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SERVICE DESK
Role of The Service Desk
A single point of contact between users and the IT organization.
Responsible for the efficient handling of all incidents, Service Requests, Change Request etc
Capture and reports on meaningful management information
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Basic Concepts.
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Types of Service Desk
Local Service Desk
Central Service Desk
Virtual Service Desk
Follow the Sun
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Local Service Desk.
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Centralized Service Desk.
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Virtual Service Desk.
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Technical Management
It refers to the groups, department, and teams that provide technical
expertise and management of IT infrastructure
Role of Technical Management: To be custodian of technical expertise and provide the
actual resources necessary to design, build, transition and operate technology throughout the IT Service Management Lifecycle
To provide guidance to IT Operations on operational activities related to technology
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Technical Management Function.
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Application Management
This refers to the groups, departments, and teams that are involved in
managing and supporting operational applications.
Roles of Application Management: To be custodian of expertise and provide the actual
resources necessary to manage applications throughout the IT Service Management Lifecycle
To provide guidance to IT Operations on operational activities related to applications
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IT Operations Management
Operations Control: Oversees the execution and monitoring of operational
activities and event May use Operations Bridge or Network Operations Centre
Facilities Management: The management of the physical environment including
data centre's, recovery sites and the associated power and cooling equipment
If this aspect is outsourced, Facilities Management refers to the management of contract
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Continual Service Improvement (CSI)
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Objectives of this Phase
Objectives:
• Review, analyze and make recommendation on improvement opportunities in each lifecycle phase
• Review and analyze Service Level achievements• Identify and implement individual activities to
improve IT Service quality and improve the efficiency and effectiveness of enabling ITSM processes
• Improve cost effectiveness of delivering IT Service without sacrificing customer satisfaction
• Ensure applicable quality management methods that are used to support continual improvement activities
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The Continual Service Improvement Model
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The Deming Cycle
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QUESTIONS ??