itil: planning, protection & optimization course 02 ... · itil: planning, protection &...
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ITIL: Planning, Protection & Optimization
Course 02 – Planning, Protection &
Optimization
Slide 1
Planning, Protection & Optimization
Topics Covered
Learning Objectives
Terms-to-Know
Introduction
Principles
Summary
Checkpoint
Co
urs
e
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Slide 2
Introduction to Planning, Protection & Optimization
To
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Slide 3
The Service Lifecycle
• Service Strategy
– Design, Development & Implementation
• Service Design
• Design & Development
• Service Transition
– Development & Improvement
• Service Operation
– Delivery & Support
• Continual Service Improvement
– Create & Maintain Value
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Slide 4
Managing Across the Lifecycle
Improve
Strategy Design
Operation Transition
• Strategy Management • Service Portfolio Management• Financial Management• Demand Management• Business Relationship Management
• Design Coordination• Service Catalog Management• Service Level Management• Availability Management• Capacity Management• Continuity Management• Security Management• Supplier Management
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Slide 5
Purpose, Goals & Objectives of Service Design
• Purpose– To design new or changed services for introduction into live
environment
• Goals– Consistency & integration within all activities & processes
– End-to-end business-related functionality & quality
• Objectives– Consider impact of new or changed application on:
• Overall service
• Management systems & tools
• Architectures
• Technology
• Service Management processes
• Measurements & metrics
– Address functional elements, management & operational requirements in design
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Slide 6
Scope of Service Design
• New or changed services
• Service management
– Systems
– Tools
– Service Portfolio
– Service Catalog
• Technology architecture & management systems
• Measurement methods & metrics
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Slide 7
Value of Service Design
• Reduces Total Cost of Ownership (ToC)
• Improves Quality of Service (QoS)
• Improves consistency of service
• Results in easier implementations– New service
– Changed service
• Improves service alignment
• Enables effective service performance
• Improves IT governance
• Increases effectiveness– Service management
– IT processes
• Improves– Information
– Decision-making
Transition+ Operation
+ Improve
Operation+ ImproveImprove
Design+ Transition
+ Operation
+ Improve
Strategy+ Design
+ Transition
+ Operation
+ Improve
Value and the ITSM Lifecycle
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Slide 8
Planning, Protection & Optimization
• Planning
– Focus on successful IT service design
– Technology & implementation
• Protection
– Focus on business continuity & security
– Integration of corporate/IT governance
• Optimization
– Focus on monitoring, measurement & tuning
– Operational support process
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Slide 9
The Context of Service Design
Governance & Policies
The Service
Business Processes SupportedBusiness Processes Supported
Business Processes Supported
Infrastructure
SLA(s)/SLR(s)
Environment
Data
Applications
OLA(s)
Support Services
IT Processes
Support Teams
Suppliers
Assets/Resources
Assets/Capabilities
(Requirements/Demand)
(Processes & Activities
Supporting Targets)
(Resources, Staffing & Skills)
(System Assets & Components)
(Warranty)
(Utility)
The design of appropriate and innovative IT services, including their architectures, processes, polices and documentation to meet current and future agreed business requirements.
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Slide 10
Conceptual Framework
Protection
Optimization
PlanningNew & Changed Service Design
Support
Business/ITAlignment & Governance
Support
OperationalFunctional & Process
Support
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Slide 11
Principles & Processes
• Introduction
• Principles
• Processes
While Service Strategy asks and answers the questions of what to build and why it is needed, Service Design answers the question of how it will be built.
It provides the architectural, as well as the organizational basis, to enable the IT organization to realize the necessary IT service capability to meet the needs of the business.
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Slide 12
Principles
To
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Slide 13
Principles of Service Design
• The 5 aspects of service design
– Requirements
– Management systems
• Service portfolio
– Architecture & technology design
– Process design
– Measurement design
• 4 Ps
– People
– Process
– Product
– Partners
Service Design Package (SDP)
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Slide 14
Designing Service Solutions
Transition & Operation Involvement
Agree on
Business
Requirements
Improve
Operation
Transition
Design
StrategyServiceDesign
Package
Business Requirements
Business Requirements
Business Requirements
Business Requirements
Project (Team)
SAC SAC SAC SAC SAC
SAC
Design
Service
Solution
Develop
Service
Solution
Build
Service
Solution
Test
Service
Solution
Build, Test & Deployment Management
Service Level Requirement (SLR) PilotSLA
Pilot orWarranty
Period
LiveSLA
LiveOperation
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Slide 15
Planning
• PPO & Service Design
• Principles
– Five aspects of service design
• Designing
– Service solution
– Architecture
– Process
– Measurement framework
• Service Design Package
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Slide 16
Design Coordination Overview
Information Security
Management
Process
Capacity Management
Process
AvailabilityManagement
Process
ITSCM
Process
SupplierManagement
Process
Service Level Management
Process
Service CatalogManagement
Process
ISMS
Overall Design Coordination Activities
Design Coordination Process **
CMSThe Service Design processes support the design of appropriate and innovative IT Services, including their architectures, processes, policies and documentation to meet the current
and future business requirements.
** The Design Coordination process supports
common bi-directional information flows among Service Design Activities & Processes.
Define Policies &
Methods
Coordinate
Design Activities
Manage Risk &
Issues
Plan Resources
& Capabilities
Improve Service
Design
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Slide 17
Service Design Package
• Requirements
• Service design
• Organizational readiness
• Service lifecycle
– Service program
– Service transition plan
– Service operational acceptance plan
– Service Acceptance Criteria (SAC)
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Slide 18
Requirements
• Holistic approach – services & components
• Technology domains– Infrastructure
– Environment
– Data
– Applications
• Business requirements & drivers
• Design– Activities
– Aspects
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Slide 19
Management Systems
• Support systems– Lifecycle management tools
• Service Knowledge Management System (SKMS)
• Configuration Management Systems (CMS)
• Service Portfolio
• Service Portfolio– Provides decision framework
• Why should a customer buy these services?
• Why should they buy them from you?
• What are the pricing or chargeback models?
• What are my strengths, weaknesses, priorities & risks?
• How should my resources & capabilities be allocated?
– Used to evaluate competitiveness
– Provides means to compare services
– Describes provider’s services in business terms
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Slide 20
Design Architecture & Support Technology
• Strategic “Blueprints”– Development
– Deployment
• Major Technology Areas– Technology Architectures
– Management Architectures
Architecture
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Slide 21
Design Support Processes
• Generic Process– Controls
– Process
– Enablers
• Input
• Output
• Triggers
“A process is a structured set of activities designed to accomplish a specific objective. It takes one or more inputs and turns them into defined outputs. A process includes all of the roles, responsibilities, tools and management controls required to reliably deliver the outputs.”
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Slide 22
Design Measurement Systems
• What process metrics measure
– Progress milestones & deliverables
– Compliance governance requirements
– Effectiveness accuracy & correctness
– Efficiency optimized use of resources
“If you can’t measure it, you can’t manage it. If you can’t manage it, you can’t control it.”
– Unknown Management Consultant
Activity
GoalsProcess
Goals
IT
Goals
KPIKGIIT-KGI
Measured By
Goals & Metrics
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Slide 23
Metrics Tree
Component
Metrics
Individual
Service
Metrics
Individual
Process
Metrics
Overall
Service
Metrics
IT
Objectives
Metrics
Business
Objectives
Metrics• Customer
• Business
• Innovation
• Financial
• Availability
• Performance
• Capacity
• Failures
• Changes
• Progress
• Compliance
• Effectiveness
• Efficiency
• Quality
• Surveys
• Complaints
• Functionality
• Quality
• Feedback
• Complaints
• Functionality
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Slide 24
Protection
• Continuity
– Business/IT Alignment
• Security
– Governance
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Slide 25
Continuity
Enterprise LevelBusiness Continuity
IT LevelService Continuity
AvailabilityManagement
IT ServiceContinuity
Management
IT Service Continuity is always done in the context of an overarching Business Continuity Plan.
Availability Management plans for and designs availability into new or changed IT Services, while ITSCM provides protection and recovery.
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Slide 26
Security
Enterprise Governance
Enterprise Security
Information SecurityManagement
AvailabilityManagement
AccessManagement
Governance is the exercise of control over the activities of the Enterprise. Enterprise Security provides the governance framework for Information Security Management.
Information Security Management establishes policies and controls over the information assets of the Enterprise in conjunction with Availability Management. Access Management executes those policies.
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Slide 27
Optimization
• Performance
• Operational support
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Slide 28
Performance Tuning
SLM
Thresholds
Utilization
Thresholds
Resource
Utilization
SLM
Exceptions
Performance
Management
Activities
Monitoring
Implementation Analysis
Tuning
Capacity
Management
Information
System
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Slide 29
Operational Process Support
Incident & Problem
Support
Monitoring, Measuring
& Reporting
Staff
Incident
Management
Service Desk
Problem
Management
Technical
Function(s)
Application
Functions(s)Analysis & Tuning
PPO Processes
• Capacity
• Availability
• ITSCM
• Info Security
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Slide 30
Challenges & Risks
• Challenges
– “A test of one’s abilities or resources in a demanding but
rewarding undertaking.” – American Heritage Dictionary
• Risks
– “To expose to danger; to lay open to the possibility of loss.” –
Kernerman English Multilingual Dictionary
Managing risk is not about not taking a risk. When managing risk you mitigate what you can, transfer what is appropriate and the rest you accept; but with full knowledge.
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Slide 31
Challenges
• Business/IT alignment
• Technological complexity
• Adherence to practices
• Unclear requirements
• Lack of overall awareness
• Organizational & individual resistance
• Wasted effort & resources
• Poor internal relationships
• Etc.
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Slide 32
Risks
• Prerequisites not met
• Lack of management commitment
– Leadership
– Vision
• Inadequate resources
• Lack of communication
– Silos & cowboys
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Slide 33
Service Design Critical Success Factors
• Critical Success Factors (CSFs)
– Necessary to achieve the mission
• Key Performance Indicators (KPIs)
– Measures that quantify objectives
– Enable measurement of performance
• Establish baseline for tracking performance
• Establish small sub-set
– Change over time as processes mature
• Performance is judged by achieving clearly defined
objectives
• Compare today with the past
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Slide 34
PPO Processes Across the Lifecycle
• Planning, Protection & Optimization Processes
– Capacity Management
– Availability Management
– IT Service Continuity Management (ITSCM)
– Information Security Management
– Demand Management
• Supported Lifecycle Processes
– Change Management
– Service Asset & Configuration Management
– Knowledge Management
– Access Management
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Slide 35
PPO Processes
• Service Design
– Capacity Management
– Availability Management
– IT Service Continuity Management
– Information Security Management
• Service Strategy
– Demand Management
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Slide 36
PPO Summary
Topic
Topics Discussed
Summary
Checkpoint
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Slide 37
PPO Summary
•• 5 aspects of Service Design –
requirements, management systems, architecture & technology design, process design, measurement design
• 4 Ps – people, process, product, partners
•Service Design Package
•• New or changed services• Service management –
systems, tools, service portfolio, service catalog
• Technology architecture & management systems
• Measurement methods & metrics
• Availability Management• Capacity Management• Continuity Management• Security Management• Demand Management
Purpose – To design new or changed services for introduction into live environment.Goal – Consistency & integration within all activities & processes and end-to-end business-related functionality & quality.Objective – Consider impact of new or changed application on all aspects of the service and service management processes. Design addresses functional elements, management & operational requirements.
Service Design brings value to the organization by reducing Total Cost of Ownership (TCO), improving Quality of Service (QoS), improving service consistency, easing implementation, improving service alignment, achieving more effective service performance, service management & IT processes, improving IT governance, and improving information and decision-making.
Principles Scope Processes
Value
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Slide 38
Checkpoint
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Review Questions:
1. Which of the following statements best describes the planning aspect of PPO?
A. Planning responds to the business's service continuity needs by aligning
the design with the business' expressed continuity needs
B. Through its planning activities, PPO produces a Service Design Package
that lays out the service's availability, capacity, continuity and security
components that will support the business's demand for the service
C. The planning activity provides the framework within which Service
Operation functions will work to monitor, measure and tune the service in
actual operation, and Continual Service Improvement will call upon in its
performance improvement analyses and recommendations
D. Planning sets the stage for a robust service that aligns with the business'
expected warranty for value received
2. Which of the following statements best describes the role the Design
Coordination process plays with the processes of PPO?
A. The Design Coordination process provides the coordination of process
and activities associated with the all of the processes that are part of PPO.
B. The Design Coordination process provides the coordination of process
and activities associated with the protection of services.
C. The Design Coordination process provides the coordination of only the
process activities of all PPO related processes.
D. The Design Coordination process provides the coordination of process
and activities associated with the Service Design processes that are part
of PPO.
3. Which are the primary processes that contribute to service warranty?
A. Change, Capacity, Availability, Security, Demand.
B. Change, Problem, Availability, Capacity, Continuity.
C. Capacity, Availability, Continuity, Security, Demand.
D. Incident, Access, Capacity, Availability, Security.
4. The five aspects of Service Design include;
A. Gathering system specifications, managing the service catalog,
technology acquisition, process design and measurement systems.
B. Gathering requirements, managing and controlling the service through its
lifecycle, designing both the architecture and supporting technology,
design of supporting processes, and measurement systems.
C. Gathering system specifications, develop technical design, manage the
Service Portfolio, gather requirements for supporting processes and
develop a measurement lifecycle.
D. Gathering requirements, managing and controlling the service through its
lifecycle, technology acquisition, design of supporting processes, and
measurement systems.
5. Which of the PPO processes provide for incident and problem support?
A. Availability Management
B. Capacity Management
C. IT Service Continuity Management
D. IT Information Security Management
E. All of the above
6. The major process metrics are?
A. Efficiency, Effectiveness, Compliance and Progress
B. Availability, Performance, Capacity, Failures and Changes
C. Quality, Feedback, Complaints and Functionality
D. Efficiency, Effectiveness, Performance and Quality
7. The Service Design Package (SDP) is a major output from the Service Design
phase of the IT Service Lifecycle. Which of the following represent the
composition of the SDP?
A. Service Program, Service Transition Plan, Service Operational
Acceptance Plan and the Service Acceptance Criteria, Service Program
and the Service Transition Plan
B. Requirements, Service Design, Organizational Readiness and Service
Lifecycle
C. Service Design, Utility Plan, Warranty Plan, Supplier Acceptance Criteria
and Service Lifecycle
D. Service Design, Service Program, Service Transition and Service
Retirement Plan
8. While the processes of PPO are involved in the design of new or changed IT
Services, the scope of PPO extends to what other lifecycle phases?
A. Service Transition, Operation and Continual Service Improvement
B. Service Strategy, Transition, Operation and Continual Service
Improvement
C. Service Strategy, Transition and Operation
D. No other lifecycle phases
9. The three types of processes that contribute to a service's warranty are:
A. Planning, Progress, Optimization.
B. Planning, Protection, Optimization.
C. Planning, Protection, Operations.
D. Planning, Progress, Operations.
10. The design for a company's new retail website includes the use of a credit card
clearing house, a third-party hosted shopping cart and third-party monitoring of
the customer's web experience. Which PPO processes would it call upon to
protect these services?
A. Availability, Continuity, Security.
B. Availability, Capacity, Security.
C. Capacity, Continuity, Security.
D. Availability, Capacity, Continuity.
Answer Key:
1. B
Through its planning activities, PPO produces a Service Design Package that
lays out the service's availability, capacity, continuity and security components
that will support the business's demand for the service.
2. D
The Design Coordination process provides the coordination of process and
activities associated with the Service Design processes that are part of PPO.
3. C
The primary processes that contribute to service warranty are Capacity,
Availability, Continuity, Security, Demand.
4. B
Gathering requirements, managing and controlling the service through its
lifecycle, designing both the architecture and supporting technology, design of
supporting processes, and measurement systems, is a complete list.
5. E
All the above processes provide for incident and problem support.
6. A
Efficiency, Effectiveness, Compliance and Progress.
7. B
Requirements, Service Design, Organizational Readiness and Service Lifecycle.
8. B
Service Strategy, Transition, Operation and Continual Service Improvement.
9. B
The Planning, Protection, Optimization processes contribute to a service's
warranty.
10. A
Availability, Continuity, and Security are protective processes.