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ITIL® V3 Det overordnede overblik

Lars Kristian Larsen

lkl@kmd.dk

Service

Transition

Service

Design

Service

Operation

Service

Strategy

Continual

Service

Improvement

© Crown Copyright 2007. Reproduced under licence from OGC.

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_LKL@KMD.DK +45 4172 7701

_IT Service Management ekspert

_Tidligere erfaring fra job:

_projektleder og IT-Chef i den offentlige sektor.

_ITSM Konsulent i HP og EMC²

_Certificeret ITIL® V2 Manager & ITIL® V3 Expert.

_Akkrediterede ITIL® instruktør

_PRINCE2® Practitioner

_Konferenceudvalgsformand for itSMF Danmark

14. november 2011

DIAS 2 Lars Kristian Larsen, KMD Senior Konsulent

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IT Service Management

_What is a ‘service’?

_A ‘service’ is a means of delivering value to customers by facilitating outcomes customers want to achieve without the ownership of specific costs and risks

_What is Service Management?

set of specialized organizational capabilities for providing services

set of Processes, Functions and Roles for managing Services over their Lifecycle

•Process

• A set of activities designed to accomplish a specific objective - defined inputs turned into defined outputs.

measurable

delivers specific results

delivers its primary results to customers or stakeholders

responds to specific events

•Function The team of people and the tools they use to carry out one or more processes or activities

•Role responsibilities, activities and authorities granted to a person/team

ITIL® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries

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Key Principles, Models and Concepts

_Service Provider An organization supplying services to one or more internal customers (type 1 & 2) or external customers (type 3)

_Supplier A third party responsible for supplying goods or services These are required by the service provider to enable them to deliver services

_Contract A legally binding agreement between two or more parties to supply goods or services

_Process Owner Assisting with Process Design, Documentation, Performance, targets, improvement

_Service Owner Prime contact and responsible to the Customer for a particular service (Initiation and transition; maintenance and support; Monitoring and reporting; improvement opportunities)

_ RACI model Define roles and responsibilities (Responsible; Accountable (only 1); Consulted; Informed)

_ Risk Management and Analysis Analysis: Identify > risk owner > Evaluate > levels > framework >> Management: response > assurance > review

• Plan, Do, Check, Act Model ‘Deming Cycle’ aka ‘Deming wheel’

• Service Portfolio Pipeline > Service Catalog > Retired.

• Business Case Tool to help the decision making

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Service Strategy – Establishes an overall Strategy for IT Services and for IT Service Management.

14. november 2011

DIAS 5

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Service Strategy – Establishes an overall Strategy for IT

Services and for IT Service Management.

_ Key concepts Utility (What does the service do?) and Warranty (How well does the service do?).

Service Provider (Type 1:Internal, Type2: Shared, Type3: External).

Delivery Model Options (In-sourcing; Out-sourcing; Co-sourcing; Multi-sourcing; Business Process Outsourcing; Application Service Provision; Knowledge Process Outsourcing).

Service Model (Graphical representation of the service components).

_ Main activities Define the market

Develop the offerings

Develop strategic assets

Prepare for execution

_Processes Service Portfolio Management Decide what services to offer: Define; Analyze; Approve; Charter.

Demand Management - Understand customer requirements for services and how these vary over the business cycle. Ensure the provision of appropriate levels of service (Warranty and Utility). Service Package: Description of a service - Service Level Package, core services and supporting services.

Activity-based Demand Management

Pattern of Business Activity (PBA) User Profiles (UP)

Financial Management - Financial visibility and accountability. Service valuation, investment analysis & Accounting. Business Case; Business Impact Analysis (BIA).

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Service Design –

The design of services, including their architectures, processes, policies and documentation

14. november 2011

DIAS 7

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Service Design – The design of services, including their

architectures, processes, policies and documentation

_Key concepts 4 Ps - People, Process, Products and Partners Service Design Package – (SDP) Details all aspects of a service (through all stages of its lifecycle) passed from Service Design to Service Transition for implementation. Aspects of Service Design:

Services (Including requirements); Service management systems and tools Technical and management architectures (plus support tools); ITSM processes; Measurement systems and metrics.

_Processes Service Catalog Management - Part of the Service Portfolio (remember coordination of Service Portfolio in SS). Service Level Management - Negotiate, agree and document; Measure, report and improve service; Communicate - Identify SLR. Agree and document SLA; Negotiate and document OLA (& UC). Availability Management - Ensure agreed level of availability is provided. Continually optimize and improve availability. Capacity Management - ensure services meet or exceed performance targets – Described in Capacity Plan. Information Security Management - Confidentiality–Integrity–Availability. Supplier Management - Manage supplier relationship & performance; Negotiate and agree contracts (UC). Manage SCD. IT Service Continuity Management - maintain Service Continuity and IT Recovery plans that support the Business Continuity plans.

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Service Transition –

The change in state, corresponding to a movement of Service or CI from one Lifecycle status to the next.

14. november 2011

DIAS 9

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Service Transition – The change in state, corresponding to a

movement of Service or CI from one Lifecycle status to the next.

_Key Concepts Configuration Item (CI) (Any infrastructure item (or collection of CI) that needs to be managed in order to deliver an IT Service).

Configuration Management System (CMS) - record stored in 1 or more databases (CMDBs) of information on CI and CI attributes and relations.

Knowledge Management (gathering, analyzing, storing and sharing knowledge). DIKW: Data, Information, Knowledge, Wisdom. Service Knowledge Management System (SKMS).

Definitive Media Library (DML).

_Processes Change Management - Normal, Standard,

Emergency - Respond to changing business requirements and Minimize impact of implementing changes (RFCs) –

Reduce incidents, disruption (Remediation plans) and rework.

The roles, CAB/ECAB Supports the change manager.

Change Schedule; Projected Service Outage (PSO).

Service Asset & Configuration Management (SACM) - Establish and maintain a CMS.

Release and Deployment Management - Clear, comprehensive release and deployment plans. Release packages can be built, installed, tested and deployed.

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Service Operation –

Day-to-day management of IT Service, Systems, or other CI, and pre- defined activity or Transaction.

14. november 2011

DIAS 11

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Service Operation – Day-to-day management of IT Service,

Systems, or other CI, and pre- defined activity or Transaction.

_Processes Event Management

Incident Management

Request Fulfillment

Problem Management

Access Management

_Functions Service Desk

Local,

Centralized,

Virtual (Follow the sun).

Technical Management.

IT Operations Management.

Operations Control

Facilities Management

Application Management.

Event Management: Detect, make sense, filter and determine the appropriate control action.

Incident Management: restore normal service operation as quickly as possible and minimize adverse impact on the business.

Request Fulfillment: provide a channel to request and receive standard services.

Problem Management: Reactive and Pro-active prevent problems and resulting Incidents from happening, eliminate recurring incidents and minimize the impact of incidents that cannot be prevented.

Access Management: Granting authorized users (Identity) the right to use a service (Rights). Enforcing Security policies.

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Continual Service Improvement - Performance is continually measured and improvements are suggested to increase Efficiency, Effectiveness, and Cost Effectiveness.

14. november 2011

DIAS 13

© KMD A/S Continual Service Improvement - Performance is continually measured and improvements are suggested to increase Efficiency, Effectiveness, and Cost Effectiveness.

CSI and Organizational Change.

CSI Model

(Vision > Where now (Baseline) > Where then (measurable targets) > How (Process and Improvement) > Evaluation (Metrics) < > Momentum.

Plan-Do-Check-Act

Measurements and metrics

Reasons for measurements: Validation; Justification, Intervention, Directions.

Technology metrics: typically components and applications For example Performance Availability

Process metrics: Critical Success Factors (CSF), Key Performance Indicators (KPI), activity metrics for ITSM processes

Service metrics: end-to-end service metrics

The 7 Step Improvement Process

Identify > Define > Gather [Data] > Process [Information] > Analyse [Knowledge] > Present > Corrections [Wisdom].