ITSM Overview

ITSM Overview

Drive down costsImprove utilizationPlan for the future

PM Kinetics, LLC Phone: 678.528.7399 | Fax: 813.315.6603Email: [email protected] | Web:

www.pmkinetics.com

Technical Management Consulting firm that help customers solve complex challenges of

managing the business of IT.

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The Objectives of ITSM

Align IT services with the ever changing needs of the business

Improve the quality of IT services Reduce the long-term cost of

service provision

Service Management is all about the delivery of customer-focused IT services using a process-oriented approach

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ITIL Overview

Additional Reference: ITIL Version 2, Office of Government Commerce (representing Her Majesty’s Stationary Office) © Crown Copyright.

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ITIL Best PracticesObjective and Key Performance Indicator Examples

Service Support Objectives KPIs Examples

Incident Management • Restore normal operations as quickly as possible with the least possible impact on either the business or the user cost effectively.

• The definition of how quickly is quickly should not subject to interpretation.

• The timeframes for Incident resolution should be defined in the Service Level Agreements (SLAs) that exist between the IT Department and the customer.

Number of Incidents per time period Number of Incidents per category Number of Incidents per priority level Incident resolution performance against

service levels Number of closed Incidents per time

period

Problem Management • Minimize the total impact of problems on the organization.

• Plays an important role in the detection and repair of problems to prevent their reoccurrence.

Reduction in Incidents because the underlying causes are removed

The time that is needed to resolve Problems

The other costs that are incurred associated with the resolution

Service Support

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Change Management • Assures that standardized methods and procedures are in use for the efficient and timely implementation of all changes, in order to minimize the impact of change related problems on the quality of the IT service delivery.

• Build an internal understanding of the "how and why" for the process (how = standardized methods and procedures, why = to minimize impact).

Number of Incidents recorded as a result of a change

Time taken to implement a change successfully

Number of Changes that required a roll-back

Number of Urgent/Emergency changes Change back-log Changes by business

unit/areas/department

Configuration Management

• Provide IT Management with greater control over the IT Assets or Configuration Items (CI’s) of the organization.

• Provide accurate information to other ITIL processes.

• Create and maintain a reliable Configuration Management Database (CMDB).

Result of audits. Number of changes that due to wrong

Configuration information cause incidents or problems

The time a change takes from start to finish

Improvement in the time needed to resolve Incident and Problems that cannot be fixed immediately

Service Support

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Release Management • Protects the live or production environment. Protection comes in the form of formal procedures and extensive testing regarding proposed changes to software or hardware within the production environment..

Releases built and implemented on schedule, and within budgeted resources

Number of releases that result in a back out due to unacceptable errors

Number of Incidents caused by the release

Accurate and timely recording of all build, distribution and implementation activities within the CMDB

Service Support

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Service Level Management

• Manages the quality of IT service delivery according to a written agreement between the users and IT department called the Service Level Agreements (SLAs).

• Maintain and improve on service quality through a constant cycle of agreeing, monitoring, reporting and improving the current levels of service.

• Strategically focused on the business and maintaining the alignment between the business and IT.

Are all services covered by SLAs? Do the services within the SLAs have the

necessary Underpinning Contracts (UCs)?

Is there an improvement in the Service Levels?

Are the actual Service Levels measured? Is the business perception of the IT

organization improving?

Service Delivery

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Financial Management • Provide cost-effective stewardship of the IT assets and resources used in providing IT Services.

• Account for the spend on IT Services and to attribute these costs to the services delivered to the organization’s Customers.

• Assist management decisions on IT investments by providing detailed business cases for Changes to IT Services.

Accurate cost–benefit analysis of the services provided

Customers consider the charging methods reasonable

The IT organization meets its financial targets

The use of the services by the customer changes

Timely reporting to Service Level Management

Availability Management

• Get a clear picture of business requirements regarding IT Services availability and then optimize infrastructure capabilities to align with these needs.

The total downtime per service Time it takes to recover from an incident The availability of the services The improvement of the availability of the

IT services

Service Delivery

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Capacity Management • Understand the business’s capacity requirements and deliver against them both in the present and the future.

If the forecast is in line with the actual demand at that time?

Are the requirements being met? Performance against SLAs

IT Service Continuity Management or Disaster Recovery Management

• Support the overall Business Continuity Management (BCM) process by ensuring that the required IT technical and services facilities can be recovered within required and agreed business time-scales.

The results of testing the plan Costs of the process

Security Management • Confidentiality - Ensuring that information is accessible only to those authorized to have access.

• Integrity- Safeguarding the accuracy and completeness of information and processing methods.

• Availability– Ensuring that authorized users have access to information and associated assets when required.

Are the actual Security Levels measured?

Is the perception of the IT organization improving?

Service Delivery

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0.0

1.0

2.0

3.0

4.0

5.0Service Desk

Security Management

Incident Management

Problem Management

Configuration Management

Release Management

Change Management

Service Level Management

IT Service Continuity Management

Financial Management for IT

Availability Management

Capacity Management

Quick Assessment

Key Code1 Unsure of quality/consistency2 We do not perform the function or service at all3 Function is inconsistently performed4 Function is performed consistently5 Function is performed well and quality of acceptable

ITSM Overview

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