Post on 21-Dec-2015
description
The ITIL®2011 Processes & Functions
Service Strategy Service Design Service Transition Service Operation Continual Service
Improvement
Strategy
Management for
IT services
Service portfolio
Management
Financial
Management for
IT services
Demand
Management
Business
Relationship
Management
Design
Coordination
Service Catalogue
Management
Service Level
Management
Availability
Management
Capacity
Management
IT Service
Continuity
Management
Information
Security
Management
Supplier
Management
Transition
Planning &
Support
Change
Management
Service Asset &
Configuration
Management
Release &
Deployment
Management
Service Testing &
Validation
Change
Evaluation
Knowledge
Management
Event
Management
Incident
Management
Request
fulfilment
Problem
Management
Access
Management
7 Step
Improvement
process
incorporating the
PDCA cycle
2 14 April 2015
Application
Management
Technical
Management
Service Desk
IT Operations
Management
4Ps-strategy
Plan Position
Perspective Pattern
SS (5)
SS SS Management
Finance Management
Portfolio Management
Demand Management
BRM
SD(8)
Warranty
Availability Management
Capacity Management
Security Management
ITSCM
Relationship
SLM
Supplier Management
keys
SD coordination
Service Technical Catalogue
ST (7)
Changes
• Change Management
• Change Evaluation
Releases • Release &
Deployment Management
• ST (Testing & Validation)
IMS • SKMS
• SACM
Planning • ST Planning
SO-(5)
Event Management
Problem Management
Incident Management
Access Management
Request fulfilment
7 step CSI
Wh sh u measure?
Wh could u measure?
Gather the data
Process the data
Analyse the data
Present the data
Take corrective action
Metrics
• Technology Metrics
• Service Metrics
• Process Metrics
Input- 5 Phases - output
• Business Req ----SS ----SLR/SLA
• SLR-------SD--------SDP/SLA
• SDP ---------ST ------Release Package /SLA
• Release Package ---- SO – Live Service /SLA
• Data from live ------CSI -----SIP
SS - scope
1. Analyse cost/time/resource – demand/finance/portfolio ---- Value creation
2. Service Packing
3. Service provisioning model
1. Cloud based
2. Normal datacentre
Types of SLAs
• Service Based SLA – Printer ,Laptops, Desktops, Server – All users of that service gets same privilege
• Customer SLA – HP –unix – 200 USERS – 2000 USERS – 200000 USERS
• Multi level SLA – specific service, specific customer, specific Industry – Service, customer ,corporate (storage Cloud)
• Products exclusive for banking
1.Demand Management
• PBA- Pattern of Business Activities
• User profiles – how many users and privileges
• Demand forecasts – to ensure right Capacity
2.Portfolio Management
• List of all services
– Retired Service
– Catalog Service
– Pipeline Service
• Value of new services over replaced services
• List only IT service Providers offerings not the once of third parties
Portfolio
Live services- Catalog
Pipeline Service-upcoming
Retired Service
3.BRM
• Rapport Creation
• Customer Satisfaction
• Service Improvisation
Business Relationship
Customer Satisfaction
Rapport Creation
4.Finance Management
• Accounting ,Budgeting
• Pricing, Business Case
• Cost of Type I,II,III service providers
Finance
Budgeting
Accounting Pricing
TCO
ROI
5.SS Management
• Value to service through right service assets and strategic assets
• Value through utility and warranty
• Value through Value chain network –SLA/OLA/UC
SD - Scope
– 4 Ps of SD – P,P,P,P – People – RACI chart – R,A,C,I
• Solutions aligned to business requirements – 5 Aspects Of SD
• Solution design • Architecture Design • Tools Design • Process Design • Metric Design
• Innovative IT services to meet the current and future requirements – Reduce the Cost
1.Avilability Management
• Uptime
• Proactive Availability
– 2 servers in parallel
• Reactive Availability
– REPAIR IN FEW MINUTES THE DOWN SERVER
• Component and Service Availability
Availability
Availability
resources
component
service
2.Capacity Management
• Component Capacity
Capacity
Capacity
•Component
•Service
•Business
3.Security Management • Confidentiality, Integrity, Authenticity of data
Authenticity Integrity Confidentiality
ITSCM
Any time anywhere banking
BCP 24*7*365= IT SERVICE UP
• THROUGH DR
• FAILOVER
• CLUSTERING
• BACKUP
• MESH NETWORK
• REDUNDENCY
• HOT SITES
ITSCM
5.Supplier Management (HP-Ucs) V
END
OR
INTEL
MA
NU
FAC
TUR
ER
NOKIA
PAR
TNER
S
ORACLE
CATALOG
CLOUD STORAGE
BIG DATA
BUSINESS VIEW
DATACENTRE AS A PROJECT
SERVER CONSOLIDATION AS A PROJECT
TECHNICAL VIEW
7.SLM
SLA
IT SERVICE Provider & CUSTOMER
CITIBANK,AZ,O2
OLA
IT SERVICE Provider & Internal TEAM
IBMERS,IBM OTHER LOCATIONS
8.SD Co-ordination
• Check Utility and warranty of each SDP
• SPOC for SD
• Handles SD constraints
SDP-SD CORDINATION
utility WARRANTY
ST - Scope
• Knowledge management
• Successful changes and releases
• Transition Resources
1.RELEASE
SOFTWARE
HARDWARE
SERVICE
CLOUD SERVICE
2.CHANGE –CI /CAB/ECAB
CI
ADDITION
DELETION
MODIFICATION
TYPES
Changes Types
Emergency Change
Normal change
Std change
3.knowledge
DATA
INFORMATION
KNOWLEDGE
WISDOM
4.SACM
IBM
HP
DELL
SERVERS
BANKING
HEALHCARE
SERVICES
DATACENRE
VIRTUALISATION
BUSINESS CONSULTING
SO Goals
• Deliver and support as per SLAs
• Restoring – Reactive approach – early detection
• Access controls
EVENT
• ANY OCCURANCE ON A CI IS AN EVENT
• EVENT MGMT
– DETECTING AND NOTIFYING THE OCCURANCE AS PER RULES
• ALERT – INFORMATION
– WARNING
– EXCEPTION
INCIDENT VS INCIDENT MGMT
UNPLANNED INTERRUPTION OF
BUSINESS OR EVEN A COMPONENT FAILURE/QoS
RESTORING THE SERVICE AS QUICKLY AS POSSIBLE
PROBLEM VS PROBLEM MANAGMENT
UNKNOWN CAUSE OF THE INCIDENT
IDENTIFYING THE ROOT CAUSE AND ONCE FOUND CREATE A KNOWN ERORO RECORD AND RECOMMND CHANGMENT MANAGEMENT TO FIX THE WORK THEY
RECOMMNED AND SEE THAT THE INCIDENT DO NOT REPEAT AGAIN
ACCESS
• GRANTING OF RIGHTS TO A SERVICE OR GROUP OF SERVICES
• DENYING THE RIGHTS
• TRACKING THE ACCES
REQUEST
• FAQS
– SELF HELP
• Password reset
• DESKTOP LOCATION CHANGE
• LOW COST, LOW RIST, STD CHANGES- PRE APAPROVED
CSI Goals
• PDCA- Deming's Cycle
• Baseline model – What is your vision? – CMMI L5
– Where are you now? – CMMI L3
– Where do you want to go? –by 2020- CMMI L5
– How do go there ? SIPs
– Did u get there ? Metrics Vs Measurements -in 2020 – yes
– How do keep the momentum going?
• Looks ways for improvisation
METRICS
• PROCESS
• COMPONENT/TECHNOLOGY
• SERVICE
RACI CHART
• R- RESPONSINLE
• A-ACCOUNTABLE – ONLY ONE
• C-CONSULTED
• I-INFORMED