IT Service Management (ITSM)

IT SERVICE MANAGEMENT (ITSM)

ITIL\ITSM OVERVIEW

ITIL Framework

What is ITIL? ITIL = Information Technology Infrastructure Library

A set of best practice guidelines for IT Service Management in planning, implementing, delivery and support of quality IT services.

Infrastructure = People, Processes and Technology

ITIL\ITSM OVERVIEW

What is ITSM?

ITSM = Information Technology Service Management

The implementation and management Service Support and Service Delivery processes aligned to meet the needs of the business with an appropriate mix of people, processes and technology.

Service Desk

ITIL\ITSM OVERVIEW

Infrastructure- - People, Processes and Technology

IT Service - - Fulfills one or more of the customers needs

- Supports customers business objective

Process – - A structured set of activities designed to accomplish a specific

objective. A process may define policies, standards, guidelines,

activities and work flow instructions.

Activity – - A set of actions designed to achieve a result

ITSM – SERVICE SUPPORT

Service Support has an “Operational” focus. The activities include the day-to-day or short-term planning activity of a business or service management process.

ITSM – SERVICE SUPPORT

Change Management

ReleaseManagement

Incident Management

Configuration Management

Problem Management

ServiceSupport

Service Desk

ITSM – SERVICE SUPPORTService Desk

• Integrated function, not a process, to all of the “operational” process.

• Serves an intended purpose

• Single point of contact between service providers, customers and users.

• Manages incidents and escalates according to agreed service levels.

• Manage requests, incidents, service requests and communications with customer and users.

Change Management

ReleaseManagement

Incident Management

Configuration Management

Problem Management

ServiceSupport

Service Desk

ITSM – SERVICE SUPPORT

Service Desk

TelephoneRequests

Internet/browserrequests

Faxrequests

Email/voice/videorequests

Hardware/application

events

Management Information, Reports, Metrics

Networks

Learning Technologies

Distributed Computing

Computing Services

EnterpriseApplications

Security

Telecommunications

Operations

Project and Service Management

Contracts and Licensing

IT Training

Loca lCen tra lVi r tua l

ServiceDelivers value to customer by facilitating outcomes customers want to

achieve without ownership of the specific costs and riskse.g. The HFS backup service means that you as Unit ITSS don’t have to

care about how much tapes, disks or robots cost and you don’t have to worry if one of the HFS staff is off sick or leaves

ITIL – SERVICE SUPPORT

ITIL – SERVICE SUPPORT

Service Level Measured and reported achievement against one or more service level targets E.g.

Red = 1 hour response 24/7 Amber = 4 hour response 8/5 Green = Next business day

Service Level Agreement Written and negotiated agreement between Service Provider and Customer

documenting agreed service levels and costs

ITIL - SERVICE DELIVERY STRATEGIES

ITIL ROLES Process Owner

Ensures Fit for Purpose

Process Manager Monitors and Reports on Process

Service Owner Accountable for Delivery

Service Manager Responsible for initiation, transition and maintenance. Lifecycle!

Business Relationship Manager

Service Asset & Configuration Service Asset Manager Service Knowledge Manager Configuration Manager Configuration Analyst Configuration Librarian CMS tools administrator

ITIL ROLES

Process Structured set of activities designed to accomplish a defined objective Inputs & Outputs Measurable

Function Team or group of people and tools they use to carry out one or more processes or

activities Own practices and knowledge body

FUNCTIONS AND PROCESSES