Business Service Management Training

Business Service Management Training

Welcome

Welcome to Business Service Management training:• The intended audience is all of ITS.• Total time to complete this is course is

approximately one hour. • To complete this training you must pass a nine

question knowledge assessment at the end.

Navigating the Course

Course Overview

As you complete each section of the course, you will be shown a series of “Review Questions" to help you verify your comprehension of the information.

Layout

The Business Service Management (BSM) training consists of five modules:

• Business Service Management (BSM) Architect

• Service Support

• Service Delivery

• Application Management

• Security Management

Each module will describe a component of the BSM discipline and their benefits.

BUSINESS SERVICE MANAGEMENT (BSM)

Objective

After you complete the Business Service Management (BSM) module you will be able to:• Describe Business Service Management

• Understand the four components of Business Service Management

What is Business Service Management (BSM)?

Business Service Management (BSM) is the most effective

approach to managing IT. BSM is a strategic approach to

achieving IT and Business Alignment. BSM manages and prepare

us for on-going change. With BSM we can reduce cost, lower

the risk of high-impact disruptions, and have the ability to

control and maintain change. BSM consists of continuous

measurement and assessment of impact. This validates and

establishes new goals, services, and opportunities.

The ITS Team

People depend on me getting them the right solution right

away.

I’m the first person who get the call when anything happens to the

servers.

I help each project rollout as

smooth as it.

The ITS Team

Calls always seem to peak when we have a new application rollout, but I’m always happy to help the customer when

they call.

When we rollout a new software

application, we want to make sure there is very little disruption

to CaridianBCT user.

We test the application prior to the rollout, but

sometimes the unpredictable does

happen.

Four Components of BSMBusiness Service Management is a discipline for delivering and supporting IT

services that are meeting business requirements. There are four components of Business Service Management:

1. Service Delivery – is the processes to assist in defining how to measure service results with meaningful metrics and using the metrics to drive continuous service improvement.

2. Service Support – focuses on ensuring that the customer has access to appropriate services to support business functions.

3. Security Management – is the process and management of a defined level of security, including the reaction to security incidents. This also includes the assessment of risk and vulnerabilities and implementation of cost effective countermeasures.

4. Application Management – manages an application through all lifecycle stages up to retirement. This will ensure the IT projects and strategies are aligned with the business.

Business Service Management

• Service Level Management• Financial Management• Capacity Management• IT Service Continuity Management• Availability Management

Service Delivery

Security Management

• Identity Management• Auditing/Risk Management

• Incident Management• Problem Management• Change Management• Release Management• Configuration Management

Service Support

Application Management

• Production

Scheduling

REVIEW QUESTIONS

Review QuestionList the three benefits of BSM

1. Reduce cost (*)2. Understand impact3. Lower the risk of high-impact disruptions (*)4. Marketing success5. Have the ability to control and maintain change (*)6. Improve communication

Review QuestionWhat are the four Components of BSM?

1. Service Delivery (*)2. Service Support (*)3. Change Management4. Security Management (*)5. Software Configuration6. Application Management (*)

Review Question(True/False) Business Service Management (BSM) is

the most effective approach for managing IT from the perspective of the business. (T)

SERVICE DELIVERY

Objective

After you complete the Service Delivery module you will be able to:

• Describe Service Delivery• List the Service Delivery best practice processes• Describe the benefit of each best practice processes

The Benefit of Service Delivery

“I help restore critical services faster, and reduce the overall

number of disruptions to critical business

services.”

“I align service support and costs

with business needs, that increases the

value we bring to the business.”

Service Delivery is primarily concerned with proactive services that CaridianBCT requires in order to provide adequate support to the customer.

Service DeliveryService Delivery defines the business of IT. Through Service Delivery processes, we can:

• Clearly define the content of services • Clearly define the roles and responsibilities of

customers, users, and Service Providers • Set expectations of service quality, availability, and

timeliness

Services Delivery consists of five best practice processes:

1. Financial/Asset Management

2. Availability Management

3. Capacity Management

4. IT Continuity Management

5. Service Level Management

Service Delivery

Description of Each ComponentFINANCIAL/ASSET MANAGEMENT: Financial/Asset management is the sound stewardship of the monetary resources of the organization. It supports the organization in planning and executing its business objectives and requires consistent application throughout the organization to achieve maximum efficiency and minimum conflict.

AVAILABILITY MANAGEMENT: Is concerned with the design, implementation, measurement and management of IT infrastructure availability to ensure the stated business requirements for availability are consistently met.

CAPACITY MANAGEMENT: Is responsible for ensuring that the capacity of the IT infrastructure matches the evolving demands of the business in the most cost-effective and timely manner.

IT CONTINUITY MANAGEMENT: Supporting the overall business continuity management process by ensuring that the required IT technical and services facilities (including computer systems, networks, applications, telecommunications, technical support and service desk) can be recovered within required, and agreed, business timescales.

SERVICE LEVEL MANAGEMENT: A written agreement between an IT service provider and the IT customer(s) defining the key service targets and responsibilities of both parties.

IT Financial/Asset ManagementIT Financial/Asset Management is the discipline that manages

cost, contracts, and usage of IT assets throughout their lifecycle. It also maintains a balance between business service requirements, total cost, budget predictability, and regulatory compliance.

IT Financial/Asset Management manages:– Inventory– Software licenses– Vendors and procurement– Leases and warranties– Cost accounting– Retirement and disposal

Availability Needs Cost

Balance

Planning

IT Financial/Asset ManagementBenefits:

– Increases confidence in setting and managing budgets– Ensures accurate total asset cost information as an input to

support IT investment decisions– Provides accurate cost information for determining cost of

ownership for ongoing services– Enables more efficient use of IT resources throughout the

organization

Availability ManagementAvailability Management is concerned with the design, implementation,

measurement, and management of IT infrastructure availability to ensure that stated business requirements for availability are consistently met. Availability Management helps address the problems and challenges of the infrastructure in the Engineering and Operation organizations.

Availability Management

Benefits– Provides a single point of accountability for availability management

processes– Integrates with the CMDB to ensure all possible data is available to the

service– Provides ability to feed into service level management applications for

reporting and negotiating– Provides ability to feed into financial management applications to aid

improved budgeting and expenditure controls– Offers a view of the business processes or services that may be

affected

Capacity ManagementCapacity Management is the process to provide the right capacity

of IT resources, be cost-effective, and be suited to current and future customer requirements.

Business Requirements

Required

Service Delivery

Operation

Current Service Deliver

y

It Infrastru

cture Means

of Service Deliver

No Surpri

ses

Capacity Management

Benefits– Monitors the key infrastructure Configuration Item (Cis) (put in definition)

– Integrates with the CMDB to improve the analysis function– Provides tuning capability that ensures that CIs are functioning optimally– Integrates with change management to ensure stability of service– Facilitates the implementation of new tools, data, software, and applications

Software integrated release management offering– Integrates with service level management applications to ensure capacity

meets the business requirements and demands– Provides visibility into the capacity requirements with a business perspective,

using service impact modeling

Continuity ManagementContinuity Management is the discipline that supports the overall

business continuity management process by ensuring that the required IT technical and services facilities (including computer systems, networks, applications, telecommunications, technical support and service desk) can be recovered within required, and agreed, business timescales.

Continuity Management

Benefits– Ensures adherence to regulatory requirements for business continuity– Facilitates business relationships, especially with service impact

modeling capabilities– Drives competitive advantage through a stable IT infrastructure– Reduces the risk of loss of service and provides flexibility in recovery

options– Restores services, based on the criticality of that service to the

business as reflected in service impact modeling

Service Level ManagementService Level Management (SLM) manages the entire range of

service level agreement (SLA). SLAs are agreements between the customer and the Service Desk on the level of service provision delivered to the customer.

SLM keep IT service delivery and support closely aligned with business requirements and continually improve service quality.

Service Level Management

Service Level Agreement

Management

Setup, test, and go live

•Plan and draft SLAs, CLAs, and Ucs•Test and monitor initial results•Finalize agreement between IT and the business

Oversee continued SLA effectiveness

•Monitor SLA delivery •Evaluate results•Audit performance

Negotiate and define

•Define terms and conditions•Outline compliance targets and goals•Specify actions and milestones

Ensure commitments are met

•Monitor continuously and over review periods•Drive service improvements

ProblemsResolution

Time

Changes

Configuration ItemsAvailability

BusinessServices

Incidents

ResponseTime

Comprehensive SLA lifecycle management

Service Level ManagementBenefits

– Prioritizes incident, problem, and change management activities to meet various SLAs

– Uses SLAs as a basis for charging for service and to help demonstrate customer value

– Provides visibility into the process, enabling management to identify and monitor key metrics to drive operational improvement

REVIEW QUESTIONS

Review Question

(True/False) Services Delivery is the processes to assist in defining how to

measure service results with meaningful metrics and using the metrics

to drive continuous service improvement. (T)

Review Question

In Capacity Management; Business requirements + Operation + IT

Infrastructure = _______________

1. Restores services

2. Improves customer satisfaction

3. No surprises (*)

Review Question

ITAM maintains an optimal balance between:

1. Regulatory compliance (*)

2. Total cost (*)

3. Budget predictability (*)

4. Business service requirements (*)

5. None of the above

Objective

After you complete the Service Support module you will be able to:

• Describe Service Support• List the best practice processes of Service Support • Describe the benefit of each best practice processes

The ITS Team

“Customers call me when they

are; asking for changes, needing

updates, or have problems

getting into their system.”

The Service Support discipline is focused on the customer. The primarily concern is to ensure they

have access to the appropriate services to support business functions.

The service desk is the single contact point for the customers to record problems. We must resolve

the issues or an incident could occur.

The ITS Team

“Incidents initiate a chain of processes where Incident Management, Problem Management, Change

Management, Release Management and Configuration Management work together to resolve

the problem.”

“This chain of processes is tracked using the Configuration Management Database (CMDB), which records each process, and creates output documents

for traceability (Quality Management). It’s very important to do this so we can always record the

history of all incidents and their solutions.”

Service SupportService Support focuses on ensuring that the customer

has access to appropriate services to support business

functions.

Service Support consists of five best practice processes:

1. Change Management

2. Incident Management

3. Release Management

4. Problem Management

5. Configuration Management

Service Delivery

Description of Each ComponentPROBLEM MANAGEMENT: Ensures incidents are resolved in a timely, cost effective manner. It minimizes the adverse effect on the business of Incidents and problems caused by errors in the infrastructure and to proactively prevent the occurrence.

INCIDENT MANAGEMENT: Restores normal service operation as quickly as possible with minimum disruption to the business, ensuring that the best achievable levels of availability and service are maintained.

CHANGE MANAGEMENT: Ensures standardized methods and process are used for efficient and prompt handling of changes to minimize impact to the customer.

RELEASE MANAGEMENT: Takes a holistic view of a change to a service and ensures all aspects of the release (technical and non technical) are considered together.

CONFIGURATION MANAGEMENT: Provides a logical model of the IT infrastructure by identifying, controlling, maintaining and verifying the versions of all configuration items in existence. This accounts for assets in the physical inventory, and feeds the change and release management process.

Change ManagementThe objective of Change Management is to ensure that standardized

methods and procedures are used for efficient and prompt handling of all changes to controlled IT infrastructure.

Change Management also helps minimize the number and impact of any related incidents upon service.

Changes in the infrastructure may arise:– reactively in response to problems or externally imposed requirements, e.g.

legislative changes– proactively from seeking imposed efficiency and effectiveness; or to enable

business initiatives; or from programs, projects, or service improvement initiatives.

Change Management can ensure:– standardized methods, processes, and procedures are used for all changes– facilitate efficient and prompt handling of all changes– maintain the proper balance between the need for change and the potential

detrimental impact of changes.

Change Management

Implement

• Provision User• Provisions Resources• Deploy SW• Deploy Code• Deploy Patch• Third Party Solutions

Verify

• Verify Stats• Verify Configurations• Track Drift• Third Party Solutions

Request• Service Catalog• Event Funnel Filtering Classification• Assignment Notifications

Plan• Create Tasks• Ordering• Resource

Management• Implementation• Preparation• Analysis• Testing• Risk Analysis• Approvals• Activate Policy

Change Management

Benefits– Increases visibility and communication of changes

to both business and service support staff– Reduces impact of change (i.e., loss of service)

from improved impact assessment and risk assessment

– Improves ability to assess the cost of proposed changes before they are incurred

Release Management

The objective of Release Management is to oversee the controlled distribution of software and hardware components into the production environment.

Release Management provides a structured approach to the management of releases into the IT infrastructure, from initial policy and planning, through design building and testing, to distribution and installation.

Development ProductionTesting /Quality Assurance

Release Management

RELEASE MANAGEMENT

Release Policy

Release Planning

SW/HW Design

Build & Configure Release

Quality Release

Release Accepted

Implement

Release

Verify Implementation

Rollout Plan

Communicate/

Training

Request for

Change

Change and Configuration Management

CMDB / DHL / DSL

Release Management

Benefits– Improves automation of software and data releases,

improving success rate and reducing downtime– Adheres to predetermined rules to ensure conformance to

processes– Provides effective, cost-reducing method of releasing

changes– Improves speed and accuracy of releasing changes

Incident and Problem Management

Incident Management Process:The purpose of the Incident Management Process is the reporting of an event to

ensure the restoration of normal service operation as quickly as possible and minimize the adverse impact on business operations, thus ensuring that the best possible levels of service quality and availability are maintained.

Problem Management Process:The purpose of the Problem Management Process is the identification and

categorization of an incident or number of incidents as a problem and to provide a best permanent solution, documented in the knowledge management system, to be implemented by the Change Management process, and acknowledged by Incident Management. The goal of the Problem Management Process is to provide the best possible solutions for existing or potential problems.

Incident and Problem Management

Problem

Known erro

rChange

INCIDENT

Incident Management ProblemControl

Error Control

Change Control

Incident and Problem Management

Benefits– Increases effectiveness and efficiency of the IT staff managing the incident management process,

resulting in minimized– impact of incidents and improved service levels– Improves incident resolution performance against SLAs– Enables proactive communications and improved working relationships with customers– Integrates and automates best practice processes to improve IT resource utilization and customer

satisfaction– Increases IT infrastructure availability and ensures a single source of the truth for all CI-related

activities via the CMDB– Systematically identifies and resolves IT infrastructure problems– Reduces number of support incidents, improving service levels and the return on IT infrastructure

investments– Reduces business impact of failing IT services and components– Improves resolution of multi-incident problems– Proactively reduces number of support incidents– Improves productivity and reduced costs– Ensures a single source of the truth for all CI-related activities from the CMDB

Configuration ManagementConfiguration Management is the implementation of the Configuration

Management Database (CMDB) – contains details of the organization’s elements that are used in the provision and management of its IT services.

This is more than just an ‘asset register’. It contains information that relates to the maintenance, movement, and problems experienced with the Configuration Items (Cis).

Configuration Management essentially consists of 4 tasks:

1. Identification of all IT components and their inclusion in the CMDB. 2. Controlling the management of each CIs, i.e. specifying who is authorized to

‘change’ it. 3. Recording the status of all CIs in the CMDB, and the maintenance of this

information. 4. Review and audit to ensure the information contained in the CMDB is accurate

Configuration Management

CONFIGURATION MANAGEMENT

PROBLEM

KNOWN ERROR

REQUEST FOR CHANGE

AUTHORIZATION

TESTIMPLEMENT

RELEASE

INCIDENT

Configuration Management

Benefits– Supports both the service support and service delivery processes– Improves security and adherence to legal obligations– Facilitates impact and risk analysis for changes and problems– Improves capability for availability and capacity-planning processes– Provides a 360-degree view of the condition of CIs and its

dependencies and influencers

REVIEW QUESTIONS

Review Question

(True/False) Services Support focuses on ensuring that the customer has

access to appropriate services to support business functions. (T)

Review Question

The objective of Change Management is to ensure that

standardized__________ and ___________ are used for efficient and

prompt handling of all changes to controlled IT infrastructure.

1. assets

2. Methods (*)

3. documents

4. Procedures (*)

Review QuestionConfiguration Item (CIs) is a collection of ________ related to the specific

functionality of a larger system. 1. problems2. Proactive notifications (*)3. objects4. Improved services

SECURITY MANAGEMENT

Objective

After you complete the Security Management module you will be able to:

• Describe Security Management• List the best practice processes of Security

Management• Describe the benefit of each best practice processes

Security Management is information security. The primary goal of information security is to guarantee safety of information. Safety is to be protected against risks. Security is the means to be safe against risks. Protecting information is the value of the information needing to be protected. These values are stipulated by the confidentiality, integrity, and availability. Inferred aspects are privacy, anonymity, and verifiability.

Overall benefits

“Security Management reduces the cost of achieving and

demonstrating compliance. Identity Audit and Compliance

automatically monitors, logs, and reports access events. This

detailed audit trail validates our compliance to ISO and other

organizations.”

“I help the customer if they need to re-set their

password, but with SSAM, I shouldn’t have to.”

Self Service Account Management (SSAM) simplifies password management. It enable password synchronization so the user doesn’t have a lot of passwords they need to remember.

Overall benefits

Security ManagementSecurity Management is the process and management

of a defined level of security, including the reaction to

security incidents. This also includes the assessment of

risk and vulnerabilities and implementation of cost

effective countermeasures.

Security Management consists of two best practice

processes:

1. Identity Management

2. Auditing and Risk Assessment

Security Management

Description of Each ComponentIDENTITY MANAGEMENT: Identity management streamlines and simplifies the process of managing

user identities across a variety of applications in order to provide provisioning and secure access,

ensure ongoing compliance and enable federation for sharing beyond boundaries.

AUDITING AND RISK ASSESSMENT: Auditing and Risk assessment of an IT Environment underlines

security vulnerabilities at your organization that are visible from the outside. This targeted approach

gives you the information you need to fix your most critical security gaps, by identifying and

prioritizing areas of risk. This assessment measures risk from the network perspective, with a focus

on infrastructure vulnerabilities in routers, firewalls, DNS, Internet servers, and all other network-

visible hosts.

Identity Management (IDM)IDM helps streamline and simplify the process of:

– Managing user identities across a variety of applications– Provides provisioning and secure access– Ensures ongoing compliance – Enables federation for sharing beyond boundaries– Reduces risks and provides centralized control for secure operations

IDM helps:– Prevent unauthorized people from gaining access– Permit authorized people to access only the assets they are authorized to use– Permit access only at the user’s authorized access privilege levels

Identity Management (IDM)

Identity Discovery

Discover People-to-Business

Dependencies

Population of the CMDB

Service model enrichment Improved

service availability

Access Management

Provides Transparent Access

Simplified sign-on Identify federation Rapid Web

security

User Administration

and Provisioning

Automates Identify Lifecycle

Automated provision

Automated administration Directory visualization

Password Management

Synchronizes

Password Changes

Service desk integration Account

reset Self-service

Audit and Compliance

Management

Prevents, Detects,

and Investigates

Automated recertification

Audit and policy reporting modules Policy-based segregation of

duties

Business Process Workflow

Identity ManagementBenefits

– Feathers that save on manpower hours:• Self service password reset• Automated account provisioning• Audit preparation

– Reduction in system administration time for account corrections– Reduction in application developers time for account provisioning– Remote sites can independently provision accounts– Compliance via segregation of duties– Centralized application account management

Risk

XAsset

ThreatVulnerability

Auditing and Risk AssessmentAuditing and Risk Assessment is the

process of: – Determine if the critical assets are at risk

Auditing and Risk Assessment helps:– Determine if a disaster could occur– Determine where the organization is

vulnerable– Compliance and risk management are enabled

through better control of who has access to data and information; more effective application of document retention policy; and clear audit trails to hold professionals accountable for their situational judgment

Auditing and Risk AssessmentBenefits• Provides a written inventory of current server and network vulnerabilities

prioritized by risk to your organization. • Validates the effectiveness of existing network security infrastructure. • Enumerates recommendations for mitigating risks, including cost, and effort

estimates. • Raises awareness to support security training, hardware, or software expenditure. • Identifies business strengths and opportunities for improvement of efficiency and

effectiveness.• Identifies deviations from standards and compliance.• Evaluates compliance with laws, regulations, policies, and procedures

REVIEW QUESTIONS

Review Question

(True/False) Security Management focuses on ensuring that the customer

has access to appropriate services to support business functions. (F)

Review Question

List the two best practice processes of Security Management:

1. Financial Management

2. Identity Management (*)

3. IT Continuity Management

4. Auditing and Risk Assessment (*)

Review QuestionIT Asset Management (ITAM) is the discipline that: 1. Improves forecasting, resource planning, resource utilization 2. Increases awareness and service monitoring 3. Manages finances, contracts and usage of IT assets throughout their lifecycles (*)4. Eliminates redundant work and ensure consistent reporting

APPLICATION MANAGEMENT

Objective

After you complete the Application Management module you will be able to:

• Describe Application Management

• List the best practice processes of Application Management

• Describe the benefit Application Management

The ITS Team

People depend on me getting them the right solution right

away.

I’m the first person who get the call when anything happens to the

servers.

I help each project rollout as

smooth as it.

Application Management

Application Management manages an application

through all stages of the application lifecycle up to

retirement; ensuring IT projects and strategies are

aligned with the business.

Application Management consists of:

• Business Process Integration

Application Management

Description of Business ProcessBusiness Process Integration: Achieving batch management from a business perspective begins with identifying your most critical business services, their related critical batch processes, and the batch jobs that facilitate them.

When critical business processes are at risk, a quick response can be the difference between getting back to business and going out of business. It is important to monitor and forecast potential delays and errors in the batch business process and ensure corrective actions will take place before the business service is affected.

Business Process IntegrationBusiness Process Integration allows for business

applications to run according to business requirements rather than IT silos.

– It allows the integration of batch jobs with real-time processes – It allows for assigning service levels to processes that span both

batch and real-time, across the technology stack.– Provide a single view of the business process across the technology

stack

Business Process IntegrationBenefits

– Manages risks in terms of adherence to legal requirements for software purchase, deployment and usage

– Prevents or greatly reduces the possibility of relying on unsupported software

– Prevents software over-deployment– Improves software purchasing agreements– Reduces software problem resolutions times and costs– Improves decision-making for changes and releases

REVIEW QUESTIONS

Review Question

(True/False) Application Management manages an application through all

stages of the application lifecycle up to retirement. Ensuring that IT

projects and strategies are aligned with the business. (T)

Review QuestionBusiness Process Integration allows for business applications to ____

according to business requirements rather than IT silos.1. Batch jobs2. Risk3. Monitor4. Run (*)

SummaryYou have completed the Business Systems Management Training.

You should now be able to:• Describe Business Service Management• Understand the four components of Business Service

Management• Understand the benefits of each component• Describe the best practice processes of each component

Conclusion

• If you have any questions regarding information contained in this course, please contact ITS Training Coordinator.

• For more information on the ITS department go to WorkNet under ITS Support.

Assessment

To complete the knowledge assessment exercise:1. Close the window2. Click the Return to Content Structure button3. Click the Complete Knowledge Assessment link

THIS CONCLUDES THE BUSINESS SERVICE MANAGEMENT TRAINING