IT Service Management Implementation Overview

IT Service Management Implementation

Alan McSweeney

November 26, 2009 2

Objectives

•Describe service management framework

•Describe service management processes

November 26, 2009 3

Agenda

• ITIL/ITSM

• IT Service Management Framework

• IT Service Processes

•Detailed Review of Incident and Service Request Management Process

• Implementation

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ITIL/ITSM

• ITIL/ITSM is a framework for managing service− Service centric model of the IT processes required to deliver quality IT services to the internal and external customers and how these processes relate to each other

•Not a formal standard with certifications− ISO/IEC 20000 is a related formal standard

• Service management implementation can be complex

•Need to understand why it is being done, what resources are required and how it should be phased

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IT Process and Service Management Framework

November 26, 2009 6

IT Service Management Framework

•One possible view of service management

• Provides a strategic framework within which selected elements of service management are implemented and deployed−Without such a framework, IT will struggles to determine Current state of IT with regard to service delivery capability

−Presents a desired future state of IT service management

−Defined steps necessary to bridge gaps and achieve the Service Management goals of IT

−Provides a long-term goal for implementation and enables measurements against status of implementation

− Ensures you get implementation right

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Framework - Service Operations Processes

• Problem Management− Minimises the effect of errors in the IT environment and IT services on the customers. It is a process focused on diagnosing and rectifying problems in the IT environment to obtain the highest possible stability in IT service delivery

• Incident and Service Request Management− Manages the day-to-day support interface between end Users and service providers and minimises service disruption to the end User by quickly resolving Incidents that occur in the infrastructure

− Call Management and efficient first-level support are encompassed in this process.

• Operations Management− Performs and manages day-to-day processing activities required for IT Service Delivery in accordance with agreed-upon service levels and operates the IT Production environment required to deliver services

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Problem Management Process Relationships

November 26, 2009 9

Problem Management Overview

November 26, 2009 10

Operations Management Process Relationships


Operations Management Overview


Framework - Service Design and Management Processes

• Security Management− Manages a defined level of security on information and IT services.

• Continuity Management− Manages organisation’s ability to continue providing a pre-determined and agreed level of IT Services to support the minimum business requirements following an interruption to the business

• Availability Management− Plans for, monitors, manages and improves service availability, at acceptable costs, to users in order to meet the service requirements as per SLA

• Capacity Management− Ensures the provision and management of IT capacity to meet evolving business requirements on time and at effective cost

• Financial Management− Management of the monetary resources of the organisation, supporting planning and execution of the business objectives to achieve maximum efficiency

− Responsible for accounting the service costs and return on IT Service investments, as well as recovering costs from the customers


Security Management Process Relationships


Security Management Overview


Continuity Management Process Relationships


Continuity Management Overview


Availability Management Process Relationships


Availability Management Overview


Capacity Management Process Relationships


Capacity Management Overview


Financial Management Process Relationships


Financial Management Overview


Framework - Service Development and Deployment Processes

• Service Build and Test−Develops, tests and documents new services and enhancements and fixes to an existing service

• Release to Production−Deploys one or more production copies of a new or updated CI under the overall supervision of Change Management


Service Build and Test Process Relationships


Service Build and Test Overview


Release to Production Process Relationships


Release to Production Overview


Framework - Business and IT Alignment Processes

• Service Planning− Designs, develops and controls Service Plan required for servicedevelopment

• IT Strategy and Architecture Planning− Development and maintenance of IT strategies and architecture for the deployment and implementation of IT infrastructure solutions throughout the organisation in a cost-effective manner

• Customer Management− Establishes and maintains links between executive business managers and the IT services organisation

• IT Business Assessment− Assesses the market for IT Services, determines business needs and recommends IT Services to full-fill specific market segment business requirements


Service Planning Process Relationships


Service Planning Overview


IT Strategy and Architecture Planning Process Relationships


IT Strategy and Architecture Planning Overview


Customer Management Process Relationships


Customer Management Overview


IT Business Assessment Process Relationships


IT Business Assessment Overview


Framework - Service Development and Deployment Processes

• Service Build and Test−Develops, tests and documents new services and enhancements and fixes to an existing service

• Release to Production−Deploys one or more production copies of a new or updated CI under the overall supervision of Change Management


Service-Level Management Process Relationships


Service-Level Management Overview


Change Management Process Relationships


Change Management Overview


Configuration Management Process Relationships


Configuration Management Overview


Incident and Service Request Management Detailed Review

• Principles of operation

• Process relationships

• Process overview

•Detailed processes


Incident and Service Request Management Principles of Operations

• There is one Incident and Service Request Management process

• The Incident and Service Request Management Process provides customers with one single point of contact (SPOC)

• First Level Support maintains ownership of Incidents and Service Requests until the Customer agrees that the Incident or Service Request has been resolved

• All Incidents and Service Requests received by the Service Desk must be logged

• All Incident and Service Request progress and resolutions must be documented in the Incident and Service Request Management database

• Timely and accurate information regarding known or expected degradation of service must be made available to the Customers

• There is one defined escalation and transfer process to ensure timely resolution of escalated incidents

• There is one Incident and Service Request Management Process Quality Control process in place continually monitoring and measuring the success in achieving our quality targets, identifying potential process improvements, and committed to defining training opportunities for developing IT staff


Incident and Service Request Management Process Relationships


Incident and Service Request Management Process Overview


Incident and Service Request Management Detailed Process - Log Incident / Service Request


Incident and Service Request Management Detailed Process - Assign Incident / Service Request


Incident and Service Request Management Detailed Process - Diagnose / Resolve at Level 1


Incident and Service Request Management Detailed Process - Diagnose / Resolve Using Incident Support


Incident and Service Request Management Detailed Process - Manage Escalation


Incident and Service Request Management Detailed Process - Diagnose / Resolve Via Escalation Team


Incident and Service Request Management Detailed Process - Implement Service Request


Incident and Service Request Management Detailed Process - Incident Control


Incident and Service Request Management Detailed Process - Close Incident / Service Request


Incident and Service Request Management Detailed Process - Report Metrics


Incident and Service Request Management Detailed Process - Evaluate and Improve Process


Implementation

•Not a trivial task

•Need to dedicate resources realistically

• Identify phased implementation path

• Select tools to implement

•Willingness to follow processes after implementation


More Information

Alan McSweeney

[email protected]

IT Service Management Implementation Overview

Documents

service management goals

elements of service

service availability

service requirements

service costs

service providers

service disruption

service levels