2 intro service mgt
TRANSCRIPT
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INTRODUCTION TO
IT SERVICE MANAGEMENT
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IT Service ManagementObjectives
To align IT services with the current and future
needs of the business and its Customers
To develop the quality of the IT services delivered To reduce the long term cost of service provision
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Why Service Management
Increasing IT visibility and Reliance
Increasing demand from Business to deliver effective IT
solutions/services (Cost Effective)
Increasing complexity of IT infrastructure and processes
Increasing competition
Increasing pressure to realise return on investment
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Considerations
Do not be over ambitious
Consider what elements already exist, are in use and effective
Identify what can be re-used or needs to be developed
Adapt the guidelines to meet your requirements
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Process Improvement Model
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Process Improvement
Stages Process improvement definition
Communication
Planning
Implementation
Review and Audit
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ITIL Service Management Service Support
Day to day operational support of IT services
Service Delivery
Long term planning and improvement of IT service provision
Key Definitions
Customer: recipient of a service: usually theCustomer management has responsibility for thefundingof the service.
Provider: the unit responsible for the provisionof ITservice.
Supplier: a third party responsible for supplyingorsupporting underpinning elements of
the IT service.User: the person using the service on a daily basis.
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IT Service Management Overview
BUSINESS (Customer)
User User User
SD
IM
PROBLEM
CH REL
CONFIGURATION
SLM
AM CM
IT SCM
FINANCE
SERVICE
SUPPORT
SERVICE
DELIVERY
SPOC
SLA
SPOC Single Point of Contact
SD Service Desk
IM Incident Mngt
CH Change Mngt
REL Release Mngt
SLA Service Level AgreementSLM Service Level Mngt
AMAvailability Mngt
CM Capacity Mngt
IT SCM IT Service Continuity Mngt
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Service Support Process Model
Configuration
Management
Release
Management
Change
Management
Problem
Management
IncidentManagement
Business, Customers or Users
Releases
Changes
Management Tools
Incidents Incidents Service Desk
Problems
Known ErrorsCIs
RelationshipsReleasesChangesIncidents
Difficulties
QueriesEnquiries
Communications
UpdatesWorkarounds
C M D B
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Communications
Updates Reports
Capacity PlanCDB
Targets/Thresholds
Capacity Reports
Schedules
Audit Reports
Service Delivery Process ModelBusiness, Customers and Users
Queries
Enquiries
SLAs, SLRs, OLAs
Service Reports
Service Catalogue
SIP
Exception Reports
Audit Reports
Service Level
Management
IT Continuity Plans
BIA & Risk Analysis
Control Centres
DR ContactsReports
Audit Reports
IT Service Continuity
Management
Requirements
Targets
Achievements
Financial Plan
Types & Models
Costs & Charges
Reports
Budgets & ForecastsAudit Report
Availability Plan
Design Criteria
Targets/Thresholds
Reports
Audit Reports
Financial Management
for IT Services
Capacity
Management
Availability
Management
Alerts & Exceptions
Changes
ManagementTools