ITIL Awareness Session: 1 Public Framework to enable Service Management in IT - UK Government Benefits:
Increase the level of service & improve customer satisfaction Improve effectiveness and efficiency of IT service provision IT to truly align with Business Business Ideas:
People in the Business Customers People in IT Service is a means of delivering value to customers by facilitating outcomes customers want to achieve without the ownership of specific costs and risks IT Service: Value created
Utility What the customer gets (High function design tools) Warranty How it is delivered (Responsive, available, secure tools) Service Strategy Deciding what services to offer Service Portfolio management Service Design Designing for the utility and warranty of the service Service Level management Service Transition Building, testing and deploying the service Change Management Service Operation Ensuring all goes well in production Incident Management Continual Service Improvement Improving the service and the ITIL processes Service Improvement Processes ensure conformity Processes ensure management information in produced Process = Activity1, Activity2, Activity3
Supplier, Trigger: Process: Service Quality & Control: Desired Customer Outcome Service Portfolio contains information on all services throughout the life cycle
ITIL Awareness Session: 2 Service Strategy
1.
New
Business Idea Service Strategy
2. Service Portfolio Management = Demand + Financial 3. Service Level Package
Service Portfolio Management y
What kind of design tools do customers want?
y
What tools do other suppliers offer?
y
Does the design need to be single or multi-user?
y
Reporting needs, Visual Interface, Pay
y
Other user oriented services / extensions
y
New
y
Resource needs
y
Management approvals
y
Change to service
services in other areas of the business
Demand Management - Determine Patterns of Business Activity Core / Support Services / Add-ons Service Level Packages Various Modeling Service Valuation / Potential Perceived Value Business Impact Analysis Loss in Revenue / Reputation Cost recovery approaches / ROI / Net Present Value ITIL Awareness Session: 3 Service Design
Service Level Package Service Design Package Service Level Management, Catalog, Availability, Capacity, Continuity, Security, Supplier Service Level Management
Availability, Response Time, Restoration Time Service Level Agreement, Operational Level Agreement, Underpinning Contract Exception reports, Customer satisfaction, Review Develop Business Relationships Complaints, Compliments, Inquiries Service Catalog Management
Business Service Catalog Technical Service Catalog Availability Management
Improving the availability, reliability & maintainability to support the service Risk Assessment Tests Backup Plan Preventive Maintenance
Capacity Management - Plan
Business Capacity Management Service Capacity Management End to End Performance Component Capacity Management Actual Operational Thresholds IT Service Continuity Management Risk Analysis & Management Manage execution of the plan upon an IT Service Continuity event Security Management
Information Security Policy Risk Assessment Security Tracking Security Controls Security Integration with other processes Supplier Management
Obtain value from suppliers Ensure contracts are in place and aligned to the nee ds of the business Evaluate, select, negotiate, renew / terminate ITIL Awareness Session: 4 Service Transition Build, Test & Deploy Released Service
Change Management Risk & Performance Evaluation Knowledge Management Service Validation & Test Release Management Service Asset & Configuration Management Change Management
Oversee all changes throughout the lifecycle Every change of status for every service in the Service Portfolio is a Change Record details in the Configuration Management System Optimize change turnaround time Regular / Standard changes Ensure stakeholder input on changes Risk & Performance Evaluation - Evaluate the effects of a service change
Ensure that the change is in line with the objectives Provide information to change management regarding change approval
Service Asset & Configuration Management
Accurate inventory of IT assets Ensure configuration items are created for all components Create and maintain a database Identification of affected components Create relationships to show how components relate t o each other Release and Deployment Management
Build Release Packages Assemble developments / release units into a releasable package Prepare for big bang or phased release Prepare push or pull environment Ensure pass/fail criteria Build test environment Perform testing Ensure knowledge transfer FAQs, Instructions Service Validation and Testing Management
Requirements Validation & Test Service Release Functionality Operational readiness test Start / Stop / Restart correctly Service desk response and answer timely correctly Acceptance test Performed in conjunction with the business Performance testing High volume testing Business Customer / IT Service Provider requirements Knowledge Management
Ensure that service provider staff has information on to support services Service Knowledge Management System Data Information Knowledge Wisdom ITIL Awareness Session: 5 Service Operation Ensure all goes well in production
Released Service Event Management: Incident Request Fulfillment Problem Access Service Desk Single point of contact Technical Management Provide expertise on the infrastructure IT Operations Management daily activities to manage IT services Application Management Support and maintain opera tional applications
Event Management
Monitors all events No
action, simply log
Alert support teams to be on standby, or start initial investigation Declare incident since there has been a reduction in the quality of the service Incident Management
Restores services to the users Gets the calls Determine the priority of these incidents Problem Management
Seeks to find the root cause Users are not delayed by root cause determination Resolution is determined Request Fulfillment
Email, Maintain FAQs Feedback criticisms and compliments Access Management
Executes policy of security management
