11- technology & architecture

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I $'f!J[lIEJ%l1 IITIL® FOUNDATION I TEC:NOLOGY AND , IRCHiTECnJRE I

~~~.~-.-,.-..-.J---~~----~-~

TECHNOLOGY AND ARCHll1ECTUREDURATION: 45 MINUTES

MODULE 9~~~~~

r PROVIDE 1\ General Gu idance r · · · . UN K~ . ~ ..---------.~ .

~ ...••••••....,;DENTIFY

Service Lifecycie

Technology Requirements

•

DEFINE IService Automation Concepts ~

Tool Evaluation pr~~· ••••• UN K T

•••

•••

••••••••

SLIDES

11

EXERCISE

None

EVALUATION

2 MCQ QUESTIONS

Copyright © 2008, ITpr~neurs Nederland a.v. All rights reserved. I 287



MODULE INTRODUCTION

MODULE LEARNING

At the end of this module, you will be able to:

->1 List some generic requirements for an integrated set of Service Managementtechnologies. .

->1 Understand how Service Automation assists with integrating Service Management

processes.

NOTES

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MODULE INTRODUCTION

LET'S DEBATE THES

OR

""

NOTES

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I Ti: :CHNCL03Y MW P,fEHiTECTUH, IITIL® FOUNDATION I SYuDiEt-rr I

MODULE INTRODUCTION

NOTES

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I STUDENT IITIL"' F O U N D A T IO N I TE C H N O LO GY t,N O i \ R C H l ' 1 ' F C T JR E I

GENERIC TECHNOLOGY

Examples of Service Operation (SO) tool requirements include:

-->1 Self-Help: User ability to create and track Incidents, Service Requests, and Changes, and to

access FAQs, Known Errors, and so on

-+1 Workflow or process engine in support of various models

-+1 Integrated CMS to assist with prioritization

-->1 Discovery/deployment/licensing technology

-+1 Remote control

-+1 Diagnostic utilities

-+1 Reporting

-+1 Dashboards

-->1 Integration with Business' Service Management

NOTES

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P E C ' :.;H E IIT IL ® F O U N D A T IO N I

SERVICE AUTOMATION

SERVICE DESIGN TE

Examples of Service Design (SO) tool requirements include:

~I Tools to support the design of:

4 Hardware, Software, Environment, Process, and Data.

~I Graphical representation tools of the service and components from the business perspective to

the service, SlA, infrastructure, environment, data, application processes, Ol.As, teams,

contracts, and suppliers.

~I Linked to auto-discovery to view relationships.

- ->1 Could include a link to financial information or to a Metrics Tree (KPls and metrics) in order tomonitor services throughout the Lifecycle.

~I Configuration Management System.

~I Service Knowledge Management System.

-+1 The ability to manage the Service Portfolio/Service Catalogue.

- ->1 Measurement and reporting.

NOTES

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I IT IL '" F O U ND A TIO N I T E C H N G .O G Y A N D A R C H I T E C T U R E I

SERVICE AUTOMATION

SERVICE TRANSITIO

Examples of Service Transition (ST) tool requirements include:

- ->1 Knowledge Management tools (document, records, and content management).

-+1 Collaboration tools (shared calendars, instant messaging, community portals, and

workflow management).

-+1 Configuration Management System.

-+, Service Knowledge Management System .

.... Service dashboards and reporting tools.

-+1 Data mining tools.

- ->1 Requirements analysis and design tools.

-+1 Systems architecture and CASE tools.

-+1 Distribution and installation tools.

-+ 1 Discovery and audit tools.

- ->1 Detection and recovery tools.

NOTES

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SERVICE AUTOMATION

SERVICE STRATEGYREQUIREMENTS

Examples of Service Strategy (SS) technology

enablers include:

-I Automation of routine processes can reduce

variation, al low quick adjustments to process

capacity, and rel ieve stress on service staff during

peak demand and off-hours.

-I Productivity tools can make efficient use of human

resources (for example, communication and

collaboration tools).

-I Analyt ica l modeling, s imulat ion, and visual izat ion

tools are useful to analyze the impact of

strategies, tactics, and operations.

I T[CH·;CL.OG\ AMi f;!{CHnECTJf,E IITIL"' FOUNDATION I STUDEr,]'! I

Examples of Continual Service Improvement (CSI)

technology enablers include:

-I CSI activi ties wi ll require sof tware tools to support

the monitoring and reporting on IT services as well

as to underpin the ITSM processes.

-I These tools wi ll be used for data gathering,

monitoring, analysis, and reporting for services and

will also assist in determining the efficiency and

effect iveness of ITSM processes.

-;1 The use of tools enables an organization to gain the

ability to understand the health of its services from

an end-to-end perspective.

-;1 As part of the assessment of "Where do we want to

be?," the requirements include the systems and

Service Management toolsets used for both

monitoring and controlling the systems and

infrastructure components and for managing

process-based workf lows, such as Incident

Management.

NOTES

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I STUOE!l:H II TIL ® F O UN D AT IO N I ' EC>NOLOGY i> .j'D A f~ G HlT t.C TU RE I

SERVICE AUTOMATION

Gas StationATM Airport Check-In

NOTES

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A N D A H C H IT E C T uR IIT IL ® F O U N D A T IO N I

SERVICE AUTOMATION

SERVICE AUTOMATIO

Let's look at how Service Automation assists with integrating Service Management

processes.

-+1 Automation can have significant impact on the performance of service assets, such as

management, organization, people, process, knowledge, and information.

-+1 Automation can help improve the util ity and warranty of services.

-+1 When the automation of service processes is carefully executed, Service Automation can help:

c., Improve the qual ity of service.

c., Reduce costs.

L Reduce risks by reducing complexity and uncertainty, and by efficiently resolving trade-offs.

-I Specifically, Service Management can derive benefits from the following areas through ServiceAutomation:

L Design an d Modeling, Service Catalogue, Pat tern Recognition and Analysis, Classificat ion, Priorit izat ion

and Rout ing, Detect ion and Monitoring, Opt imizat ion.

-41 Well-thought-through Service Automation and Design lends a competitive edge to the

organization.

NOTES

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IITIL® F O U N D A T I O N I T E C H N O L O G Y AF~CH!TECTJRE I

TECHNOLOGY EVALUATION

TOOL EVALUATION P

Service Management tool evaluation process © Crown Copyr igh t 2007 Reproduced under l icence from OGC

NOTES

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I ::C H N O L G G Y .'",N D M~CHI'ECUhE IIT IL ® F O UN D AT IO N I STUDENt, I

MODULE SUMMARY

GENERAL CONCEPTS:

General guidance regarding technology in support of the Service Management Lifecycle and

processes includes:

It is generally recognized that the use of Service Management tools is essential for

the success of all but the very smallest process implementations.

It is important for the tool being used to support the processes, not the other way

around.

With the use of tools to support processes, there is a need to be pragmatic and recognize that

there may not be a tool that totally supports the designed process, so an element of process

redesign may be necessary.

Don't limit the requirements to functionality; consider the product's ability to perform, enlarge the

size of the databases, recover from failure, and maintain data integrity.

Does the product conform to international standards? Is it efficient enough to enable you to meet

your Service Management requirements?

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I STUl}E.WT IIT IL ® F O UN D AT IO N I T E C H ; ( ) [ G G Y AJ W A R C H l T E C : U R E I

9

TEST QUESTIONS FOR TECHNOLOGY ANDARCHITECTURE© The OGC's Official Accreditor of the ITIL Portfolio _ The APM Group Ltd 2008 ITIL® is a Registered Trade Mark of the

Office of Government Commerce in the United Kingdom and other countr ies. The Swir l logo ™ is a Trade Mark of the Office

of Government Commerce. ITILv3FoundationSample7 _v3.0 _ 31 March 2008. v3.0 (Live) - Owner - Chief Examiner

1 Which of the following is the BEST example of a benefit that might be obtained by usingService Operation tools?

a) To help to design services, ensuring standards and conventions are followed

b) To help ensure that Incidents are logged as quickly as possible

o c) To help enable different scenarios to be modelled

d) To help implement Enterprise Architectures

2 Which of the following are examples of tools that might support the Service Transitionphase of the Lifecycle?

1. A tool to store definitive versions of software

2. A workflow tool for managing changes

3. An automated software distribution tool

4. Testing and validation tools

[J a) 1. 3 and 4 only

b) 1. 2 and 3 only

c) All of the above

d) 2, 3 and 4 only

6c

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