Service Management 1

Service Management

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Introduction

• Two questions to answer…– Why?– What?

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Why do we need Service Management?

• Organisations exist to serve their customers

• Organisations rely on information technology, increasingly

• Technology is getting more complicated and more of it is required to stay competitive

• Greater impact, greater visibility of failure

• Complex requirements result in complex systems / services which makes for complicated relationships between the business and IT

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Interaction

• Managing the interaction between end users and the IT organisation

• The flow of incidents, requests and problems into the organisation

• Flow of information from IT to the users as individuals or groups

• The interaction between the end user and the different processes within the IT organisation

Service Desk

• Represents the IT organisation to the customer and the customer to the IT organisation

• Can also be the resolver of many incidents and requests

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Response to Failures

• Managing the response to failure of an IT service

• Aim is to restore normal service operation as quickly as possible

• Additionally to minimise the disruption to the business

Incident Management

• Ensure best achievable levels of availability and service are maintained

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Improvement

• Manage the on-going improvement process

• Identify root causes and get them fixed or publish workarounds

• To minimise adverse affects of incidents and problems

Problem Management

• Ensure best achievable levels of availability and service are maintained

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The Environment

• Manage the components of the environment that make up the end to end service

• Have a logical model of the environment

• Understand which parts of the infrastructure are required for each service

Configuration Management

• Important not just for dealing with incidents but capacity planning and preventative maintenance

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Changes

• Manage the process by change occurs to the infrastructure and to process

• Reduce any negative impact of changes to the infrastructure

• Control the process by which changes are made to ensure quality

Change / Release Management

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Relationship

• Manage the relationship between what the customer wants, what the customer is prepared to pay for and the service that is actually delivered

• Cycle of agreeing, monitoring, reporting and reviewing IT service achievements

• Instigating actions to prevent unacceptable service levels

Service Level Management

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People

• People are fundamentally important

• Need to have the right people in the right roles

• Need to be developing them, so they remain engaged and committed

• Need to be providing coaching and feedback to encourage positive behaviours and correct negative ones

• Need to provide them with the right training and tools

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Summary

• Why• What

– Interaction– Response to failure– Improvement– The Environment– Changes– Relationship– People

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Questions

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