IT Service Managemen Managementt Implementation Alan McSweeney
Objectives • Describe
service management framework
• Describe
service management processes
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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 −
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 −
is a framework for managing service
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
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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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Framewor Frameworkk - Service Service Operati Operations ons Processe Processess •
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
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Problem Management Overview
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Operations Management Process Relationships
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Operations Management Overview
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Framewor Frameworkk - Service Service Design Design and Manageme Management nt Processes •
Security Management −
•
Continuity Management −
•
Plans for, monitors, manages and improves service availability, availability, at acceptable costs, to users in order to meet the service requirements requirements as per SLA
Capacity 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 −
•
Manages a defined level of security on information and IT services.
Ensures the provision and management of IT capacity to meet evolving business requirements on time and at effective cost
Financial Management −
−
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
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Security Management Process Relationships
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Security Management Overview
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Continuity Management Process Relationships
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Continuity Management Overview
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Availability Management Process Relationships
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Availability Management Overview
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Capacity Management Process Relationships
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Capacity Management Overview
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Financial Management Process Relationships
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Financial Management Overview
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Frame Framewo work rk - Servi Service ce Deve Develop lopme ment nt and Deployment Processes • Service −
Develops, tests and documents new services and enhancements and fixes to an existing service
• Release −
Build and Test to Production
Deploys one or more production copies of a new or updated CI under the overall supervision of Change Management
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Service Build and Test Process Relationships
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Service Build and Test Overview
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Release to Production Process Relationships
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Release to Production Overview
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Framewor Frameworkk - Business Business and IT Alignm Alignment ent Proces Processes ses •
Service Planning −
•
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 −
•
Designs, develops and controls Service Plan required for service development
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
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Service Planning Process Relationships
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Service Planning Overview
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IT Strategy and Architecture Planning Process Relationships
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IT Strategy and Architecture Planning Overview
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