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Service Delivery
and
Service Support
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Shahene Effendi
Mninawa Mkoko
Jeremiah Mulaudzi
Denzil Thorne
Ian Zeeman
Service Delivery
and
Service Support
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Service Delivery And Support
Agenda
Introduction & Overview Shahene Effendi
Service Strategy Shahene Effendi
Service Design
Mninawa Mkoko Service Transition Jeremiah Mulaudzi
Service Operation Ian Zeeman
Continual Service Improvement Denzil Thorne
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Introduction & Overview
Relevant public frameworks
ISO/IEC 20000ISO/IEC 27001
Capability Maturaty Model Integration (CMMI )
Control Objectives for Information & related Technology (COBIT )
Projects in Controlled Environments (PRINCE2 )
Management of Risk (M_o_R )
Information Technology Infrastructure Library (ITIL)
Service Delivery And Support
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Introduction & Overview
Service Delivery And Support
Relevant public frameworks
ISO/IEC 20000ISO/IEC 27001
Capability Maturaty Model Integration (CMMI )
Control Objectives for Information & related Technology (COBIT )
Projects in Controlled Environments (PRINCE2 )
Management of Risk (M_o_R )
Information Technology Infrastructure Library (ITIL)
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ITIL V3
Reference: http://www.itil.org.uk
A customisable framework that consists of a
series of documents that aid in defining howService Management is applied in an
organisation
Service Delivery And Support
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ITIL V3
Reference: http://www.itil.org.uk
Previously version (V2) focus
Service support and service delivery
Service Delivery And Support
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ITIL V3
Reference: http://www.itil.org.uk
Previously version (V2) focus
Service support and service delivery
Version 3 focus
Service Lifecycle
Formally known as
ITIL Service Management Practices
Service Delivery And Support
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ITIL V3
Reference: http://www.ogc.gov.uk/guidance_itil_4671.asp
Service Strategy
Service Design
Service Transition
Service OperationContinual Service Improvement
Core Publications
Service Delivery And Support
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ITIL V3 Service Strategy
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ITIL V3 Service Strategy
Reference: http://www.itil.org.uk
Provide organisations with the ability to design,
develop and implement Service Management as a
strategic asset and to think and act in a strategic
manner
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ITIL V3 Service Strategy
Reference: http://www.itil.org.uk
Concepts
Service Strategy Principles
Service Strategy
Service Economics
Strategy and Organisation
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ITIL V3 Service Strategy
Reference: http://www.itil.org.uk
Concepts
Service Strategy Principles
Service Strategy
Service Economics
Strategy and Organisation
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ITIL V3 Service Strategy
Reference: http://www.itil.org.uk
Concepts
Service Strategy Principles
Service Strategy
Service Economics
Strategy and Organisation
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ITIL V3 Service Strategy
Reference: http://www.itil.org.uk
Concepts
Service Strategy Principles
Service Strategy
Service Economics
Strategy and Organisation
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ITIL V3 Service Design
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ITIL V3 Service Design
Introduction Service Design Principles
It is important that the right interfaces and links to the design activities exist.
When designing new or changed services, it is vital that the entire Service Lifecycle
and ITSM processes are involved from the outset.
The following are actions that need to be undertaken from the outset of a Service
Design to ensure that the solution meets the requirements of the business:
Add solution to the overall Service Portfolio
Understand the Service Level Requirement for service when it goes live.
Extend Budget if new infrastructure is required. Conduct risk analysis and risk assessment.
Service desk to be made aware of the new service.
Service transition can start planning the implementation.
Supplier management will be involved if procurement is required.
ITIL V3 Foundation Complete Certification Kit: 2009 Edition: (47-75)Sharon Taylor etal,ITIL V3 SERVICE DESIGN
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ITIL V3 Service Design
Background
Concerned with design of IT Service and associated with Processes
Service management systems and tools
Technology architecture
Measurement systems
The main objectives Convert strategic objective defines defined during service strategy into service
and service portfolio
Ensure consistent design standards and convention are followed in all servicesand process being designed
ITIL V3 Foundation Complete Certification Kit: 2009 Edition: (47-75)Sharon Taylor etal,ITIL V3 SERVICE DESIGN
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ITIL V3 Service Design
Balanced Design
ITIL V3 Foundation Complete Certification Kit: 2009 Edition: (47-75)Sharon Taylor etal,ITIL V3 SERVICE DESIGN
Jim McCarthy, author of Dynamics of
Software Development, states: 'As a
development manager, you are working
with only three things Functionality
Resources
Schedule
In order to achieve this, the overall
management of these design activities
needs to ensure. Good communication between the various design
activities and all other parties, including the businessand IT planners and strategists.
The latest versions of all appropriate business and IT
plans and strategies are available to all designers.
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ITIL V3 Service DesignIdentify Service Requirements
ITIL V3 Foundation Complete Certification Kit: 2009 Edition: (47-75)Sharon Taylor etal,ITIL V3 SERVICE DESIGN
ensuring that the services delivered meet the functionality and quality of
service.
scalability of the service to meet future requirements.
The business processes and business units supported by the service.
The service itself and its Service Level Requirement (SLR) or Service Level Agreement
(SLA) the environment, the data and the applications
The performance measurements and metrics required
The legislated or required security levels.
four separate technology domains that will need to be addressed, they
are the supporting components of every service and contribute to its
performance. Infrastructure
Environmental
Data
Applications
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ITIL V3 Service DesignService Catalogue Management
ITIL V3 Foundation Complete Certification Kit: 2009 Edition: (47-75)Sharon Taylor etal,ITIL V3 SERVICE DESIGN
The purpose, goals and objective of service catalogue
management:
consistent information on all of the agreed services.
Service Catalogue is produced and maintained, containing accurateinformation.
is to manage the
information contained within the Service Catalogue
accurate and reflects the current details.
The scope of the Service Catalogue Management process is to
provide and maintain accurate information on all services that are
being transitioned or have been transitioned to the live
environment.
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ITIL V3 Service Design
Service Level Management - Goals
ITIL V3 Foundation Complete Certification Kit: 2009 Edition: (47-75)Sharon Taylor etal,ITIL V3 SERVICE DESIGN
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ITIL V3 Service Design
Service Level Management
ITIL V3 Foundation Complete Certification Kit: 2009 Edition: (47-75)Sharon Taylor etal,ITIL V3 SERVICE DESIGN
Service Level Agreement(SLA)
Service Catalogue
Underpinning Contract(UC)
Operational Level Agreement
(OLA)
Service Level Requirements
What are the roles of OLAs and
UCs?
They are agreements with
other internal areas of the
organization (e.g. the Service
Desk,human resources) and
external suppliers on how they
support the IT organization in
meeting the SLAs with
customers.
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ITIL V3 Service Design
How SLAs, OLAs and UCs fit together
ITIL V3 Foundation Complete Certification Kit: 2009 Edition: (47-75)Sharon Taylor etal,ITIL V3 SERVICE DESIGN
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ITIL V3 Service Design
Service Level Agreement Structures
ITIL V3 Foundation Complete Certification Kit: 2009 Edition: (47-75)Sharon Taylor etal,ITIL V3 SERVICE DESIGN
The important factors to consider when
choosing the SLA structure are: Will the SLA structure allow flexibility in the levels of service
to be delivered for various customers?
Will the SLA structure require much duplication of effort?
Who will sign the SLAs?
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ITIL V3 Service Design
Service Level Agreement Structures Contd
ITIL V3 Foundation Complete Certification Kit: 2009 Edition: (47-75)Sharon Taylor etal,ITIL V3 SERVICE DESIGN
Typical Multi-level SLA Structure components:
Corporate level: All generic issues are covered, which are the same for theentire organization. Example: The Corporate Security Baseline, e.g. Passwords, ID
cards etc
Customer level: Those issues specific to a customer can be dealtwith. Example: Security requirements of one or more departments within
the organization are higher e.g. the financial department needs highersecurity measures.
Service Level: All issues relevant to a specific service (in relation tocustomer) can be covered. Example: The email services for a particular
department needs encryption and secure backups.
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ITIL V3 Service Design
Supplier management Goals and Objectives
ITIL V3 Foundation Complete Certification Kit: 2009 Edition: (47-75)Sharon Taylor etal,ITIL V3 SERVICE DESIGN
Manage suppliers and the services they supply, to
provide seamless quality of IT service to the business
and ensure that value for money is obtained.
Other objectives include the application of capabilitiesto: Obtain value for money from supplier and contracts.
Ensure that underpinning contracts and agreements with suppliers are
aligned to business needs.
Manage relationships with suppliers.
Negotiate and agree contracts with suppliers.
Manage supplier performance.
Maintain a supplier policy and a supporting Supplier and Contract Database
(SCD).
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ITIL V3 Service DesignSupplier Management -Types of Supplier Arrangements
ITIL V3 Foundation Complete Certification Kit: 2009 Edition: (47-75)Sharon Taylor etal,ITIL V3 SERVICE DESIGN
Application Service Provision
Knowledge Process Outsourcing
Business Process Outsourcing Common examples are accounting, payroll
and call centre operations.
Partnership or multi-sourcing
Co-sourcing
All Supplier Management process
activity should be driven by supplier
strategy and policy. In order to
achieve consistency andeffectiveness in the implementation
of the policy, a Supplier and Contract
Database (SCD) should be
established.
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ITIL V3 Service DesignIT Service Continuity Management - Goals
ITIL V3 Foundation Complete Certification Kit: 2009 Edition: (47-75)Sharon Taylor etal,ITIL V3 SERVICE DESIGN
To support the overall Business Continuity Management by
ensuring that the required IT infrastructure and the IT service
provision can be recovered within required and agreed business
time scales.
Often referred to as Disaster Recovery planning.
The scope of IT Service Continuity Management considers all
identified critical business processes and IT service(s) that
underpin them.
This may include IT staff members, hardware, software
essential services and utilities, critical paper records
courier services, voice services & physical location areas e.g. offices, data centres
etc.
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ITIL V3 Service DesignIT Service Continuity Management Key Activities
ITIL V3 Foundation Complete Certification Kit: 2009 Edition: (47-75)Sharon Taylor etal,ITIL V3 SERVICE DESIGN
Performing a Business Impact Analysis (BIA) identifies
Risk Assessment
Developing Countermeasures (Recovery and Risk Reduction
Measures)
Operational Management
Skill requirements for ITSCM Manager and staff include
Knowledge of the business (help set priorities)
Calm under pressure
Analytical (problem solving)
Leadership and Team players
Negotiation and Communication
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ITIL V3 Service Transition
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Reference: www.best-management-practice.com
Process objective: To build and deployIT services. It also makes sure that
changes to services and service
management processes are carried outin a coordinated way.
PART OF : IT SERVICE MANAGEMENT
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Reference: www.best-management-practice.com
The following processes are part of the ITIL v3 core discipline service
transition:
CHANGE MANAGEMENT
Process objective: to control the lifecycle of all changes. The primary
objective of change management is to enable beneficial changes to
be made, with minimum disruption to IT services.
PROJECT MANAGEMENT( TRANSITION PLANNING AND SUPPORT)Process objective: To plan and coordinate the resources to deploy a
major release within the predicted cost, time and quality estimates.
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Reference: www.best-management-practice.com
RELEASE AND DEPLOYMENT MANAGEMENT
Process objective: to plan, schedule and
control the movement of releases to test and
live environments. The primary goal of
release management is to ensure that the
integrity of the live environment is protectedand that the correct components are
released.
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Reference: en.wikipedia.org/.../Information_Technology_Infrastructure_Library
SERVICE VALIDATION AND TESTING
Process objective: to ensure that deployed releases and the
resulting services meet customer expectations, and to verify that IT
operations is able to support the new service.
APPLICATION DEVELOPMENT AND CUSTOMIZATION
Process objective: to make available applications and systems
which provide the required functionality for IT services. This
process includes the development and maintenance of custom
applications as well as the customization of products from software
vendors.
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Reference:en.wikipedia.org/.../Information_Technology_Infrastructure_Library
SERVICE ASSET AND CONFIGURATION MANAGEMENT
Process objective: to maintain information about configuration
items required to deliver an IT service, including their
relationships.
KNOWLEDGE MANAGEMENT
Process objective: To gather, analyze, store and share knowledge
and information within an organization. The primary purpose of
knowledge management is to improve efficiency by reducing the
need to rediscover knowledge.
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ITIL V3 Service Operation
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GOAL
To coordinate and fulfill activities and
processes required to provide and
manage services for business users and
customers with a specified agreed level
Assists in implementing management
practices which ensure that customers
are satisfied and receive the value theyexpect
Reference: http://www.itil.org.uk
ITIL V3 Service Operation
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KEY PROCESSES
Incident Management
Problem Management
Event Management Request Fulfillment
Access Management
Monitoring and Control IT Operations
Reference: http://www.itil.org.uk
ITIL V3 Service Operation
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OTHER PROCESSES
Change Management
Capacity Management
Availability Management Financial Management
Knowledge Management
Service Continuity Management Service ReportingAnd measurement
Reference: http://www.itil.org.uk
ITIL V3 Service Operation
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COMMON ACTIVITIES
MonitoringAnd Control
Console Management/Operations
Bridge
Infrastructure Management
Operational Aspects Of Processes From
Other Lifecycle Stages
Reference: http://www.itil.org.uk
ITIL V3 Service Operation
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KEY FUNCTIONS
Service Desk
Technical Management
Application Management IT Operations Management
Reference: http://www.itil.org.uk
ITIL V3 Service Operation
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TOOLS/TECHNIQUES
Integrated IT service management
technologies
Self-help tools e.g. FAQ web interfaces
Discovery, deployment technology
Diagnostic utilities
Dashboards Reporting capabilities
Remote control
Reference: http://www.itil.org.uk
ITIL V3 Service Operation
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ITIL V3 Continual Service Improvement (CSI)
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Purpose
The primary purpose of CSI is to continually align and re-
align IT services to the changing business needs by
identifying and implementing improvements to IT
services that support business processes.
ITIL V3 CSI
Reference: http://www.itil.org.uk
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- Objective
Review, analyse and make recommendations on improvement
opportunities
Review and analyse Service Level Achievement results
Identify and implement individual activities to improve IT service
quality
Improve cost effectiveness of delivering IT services
Ensure applicable quality management methods are used
ITIL V3 CSI
Reference: http://www.itil.org.uk
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- 7 Step Improvement Process
Define what to measure
Define the areas that you can measure
Collecting the data
Processing the data
Analysing the data
Making it usable and presenting the data Implementing change
ITIL V3 CSI
Reference: http://www.itil.org.uk
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- Methods for measuring the quality of IT
Support
Quality Control
Quality Assurance
Customer Appraisal
Service Level Agreement (SLA)
Service Level Management (SLM)
Lessons Learned Register
ITIL V3 CSI
Reference: http://www.itil.org.uk
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(http://looselycoupled.com/glossary/SLA)
- Service Level Agreement (SLA)
An SLA is a document that describes the minimumperformance criteria a provider promises to meet while
delivering a service. It typically also sets out the remedial
action and any penalties that will take effect if performance
falls below the promised standard. It is an essential
component of the legal contract between a service consumerand the provider.
ITIL V3 CSI
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http://www.sla-zone.co.uk/
- SLA Contents
Services to be delivered
Quality of work
Performance, Tracking and Reporting
Efficiency
Problem Management
Legal Compliance and Resolution of Disputes Customer Duties and Responsibilities
Termination
ITIL V3 CSI
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- Service Level Management
The process of negotiating, defining, measuring, managingand improving the quality of IT Services at an acceptable cost
ITIL V3 CSI
Reference: http://www.itil.org.uk
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- Business Need for SLM
Management and control of services
To provide quality, cost effective services
Manage expectation closer to reality
Corporate image
ITIL V3 CSI
Reference: http://www.itil.org.uk
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- Benefits of SLM
Formal basis for negotiation
Quality targets set for all services
Customers can balance service needs against costs
Disputes resolved quickly
Improved staff morale
Improved relations between customer community and IT
Provides a starting point for the implementation of ContinualService Improvement programs
Provides an objective basis for measurement
ITIL V3 CSI
Reference: http://www.itil.org.uk
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The SLM Process
ITIL V3 CSI
Reference: http://www.itil.org.uk
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- The Five Myths of Service Level Management
SLA equals SLM
SLAs will make users happy
SLAs will result in higher service levels
Penalty clauses in SLAs will guarantee higher service levels
SLAs are not necessary when outsourcing IT functions
ITIL V3 CSI
Reference: http://www.itil.org.uk
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- IT Outsourcing
The practice of seeking resources, or subcontracting , outsideof an organisational structure for all or part of an Information
Technology function
ITIL V3 CSI
Reference: http://www.itil.org.uk
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http://operationstech.about.com/od/officestaffingandmanagem/a/OutSrcAdvantg.htm
- Benefits of IT Outsourcing
Focus On Core Activities
Cost And Efficiency Savings
Reduced Overhead
Operational Control
Staffing Flexibility
Continuity & Risk Management
ITIL V3 CSI
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Thank You
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Questions
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References
ITIL Service Strategy Book
http://www.qaproject.org/methods/resmeasure.htmlhttp://clarityconsulting.com/MetricsforIToutsourcing.pdf
http://looselycoupled.com/glossary/SLA
http://www.sla-zone.co.uk/
Pink Elephant Consulting (Official Training Material)
http://operationstech.about.com/od/officestaffin gandmanagem/a/OutSrcAdvantg.htmwww.bes
t-management-practice.comwiki.en.it-processmaps.com/.../ITIL_V3_
www.itgovernance.co.uk/products/839
en.wikipedia.org/.../Information_Technology_Infrastructure_Library
www.itil.org
itSMF: Service Operation Based On ITIL V3 A Management Guide:2008:Van Haren Publishing
itSMF: An Introductory Overview Of ITIL V3: 2007:The UK Chapter of the itSMFOGC : ITIL Version 3 Service Operation:2008:Best Management Practice