It Service Management Implementation Overview
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IT Service Management Implementation Alan McSweeney
Objectives • Describe
service management framework
• Describe
service management processes
November 26, 2009
2
Agenda • ITIL/ITSM • IT
Service Management Framework
• IT
Service Processes
• Detailed
Review of Incident and Service Request Management Process
• Implementation
November 26, 2009
3
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
November 26, 2009
4
IT Process and Service Management Framework
November 26, 2009
5
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
November 26, 2009
6
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 November 26, 2009
7
Problem Management Process Relationships
November 26, 2009
8
Problem Management Overview
November 26, 2009
9
Operations Management Process Relationships
November 26, 2009
10
Operations Management Overview
November 26, 2009
11
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 November 26, 2009
12
Security Management Process Relationships
November 26, 2009
13
Security Management Overview
November 26, 2009
14
Continuity Management Process Relationships
November 26, 2009
15
Continuity Management Overview
November 26, 2009
16
Availability Management Process Relationships
November 26, 2009
17
Availability Management Overview
November 26, 2009
18
Capacity Management Process Relationships
November 26, 2009
19
Capacity Management Overview
November 26, 2009
20
Financial Management Process Relationships
November 26, 2009
21
Financial Management Overview
November 26, 2009
22
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
November 26, 2009
23
Service Build and Test Process Relationships
November 26, 2009
24
Service Build and Test Overview
November 26, 2009
25
Release to Production Process Relationships
November 26, 2009
26
Release to Production Overview
November 26, 2009
27
Framework - Business and IT Alignment Processes •
Service Planning − Designs, develops and controls Service Plan required for service development
•
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 November 26, 2009
28
Service Planning Process Relationships
November 26, 2009
29
Service Planning Overview
November 26, 2009
30
IT Strategy and Architecture Planning Process Relationships
November 26, 2009
31
IT Strategy and Architecture Planning Overview
November 26, 2009
32
Customer Management Process Relationships
November 26, 2009
33
Customer Management Overview
November 26, 2009
34
IT Business Assessment Process Relationships
November 26, 2009
35
IT Business Assessment Overview
November 26, 2009
36
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
November 26, 2009
37
Service-Level Management Process Relationships
November 26, 2009
38
Service-Level Management Overview
November 26, 2009
39
Change Management Process Relationships
November 26, 2009
40
Change Management Overview
November 26, 2009
41
Configuration Management Process Relationships
November 26, 2009
42
Configuration Management Overview
November 26, 2009
43
Incident and Service Request Management Detailed Review • Principles
of operation
• Process
relationships
• Process
overview
• Detailed
November 26, 2009
processes
44
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 November 26, 2009
45
Incident and Service Request Management Process Relationships
November 26, 2009
46
Incident and Service Request Management Process Overview
November 26, 2009
47
Incident and Service Request Management Detailed Process - Log Incident / Service Request
November 26, 2009
48
Incident and Service Request Management Detailed Process - Assign Incident / Service Request
November 26, 2009
49
Incident and Service Request Management Detailed Process - Diagnose / Resolve at Level 1
November 26, 2009
50
Incident and Service Request Management Detailed Process - Diagnose / Resolve Using Incident Support
November 26, 2009
51
Incident and Service Request Management Detailed Process - Manage Escalation
November 26, 2009
52
Incident and Service Request Management Detailed Process - Diagnose / Resolve Via Escalation Team
November 26, 2009
53
Incident and Service Request Management Detailed Process - Implement Service Request
November 26, 2009
54
Incident and Service Request Management Detailed Process - Incident Control
November 26, 2009
55
Incident and Service Request Management Detailed Process - Close Incident / Service Request
November 26, 2009
56
Incident and Service Request Management Detailed Process - Report Metrics
November 26, 2009
57
Incident and Service Request Management Detailed Process - Evaluate and Improve Process
November 26, 2009
58
Implementation • Not
a trivial task
• Need
to dedicate resources realistically
• Identify • Select
phased implementation path
tools to implement
• Willingness
November 26, 2009
to follow processes after implementation
59
More Information Alan McSweeney [email protected]
November 26, 2009
60
Objectives • Describe
service management framework
• Describe
service management processes
November 26, 2009
2
Agenda • ITIL/ITSM • IT
Service Management Framework
• IT
Service Processes
• Detailed
Review of Incident and Service Request Management Process
• Implementation
November 26, 2009
3
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
November 26, 2009
4
IT Process and Service Management Framework
November 26, 2009
5
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
November 26, 2009
6
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 November 26, 2009
7
Problem Management Process Relationships
November 26, 2009
8
Problem Management Overview
November 26, 2009
9
Operations Management Process Relationships
November 26, 2009
10
Operations Management Overview
November 26, 2009
11
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 November 26, 2009
12
Security Management Process Relationships
November 26, 2009
13
Security Management Overview
November 26, 2009
14
Continuity Management Process Relationships
November 26, 2009
15
Continuity Management Overview
November 26, 2009
16
Availability Management Process Relationships
November 26, 2009
17
Availability Management Overview
November 26, 2009
18
Capacity Management Process Relationships
November 26, 2009
19
Capacity Management Overview
November 26, 2009
20
Financial Management Process Relationships
November 26, 2009
21
Financial Management Overview
November 26, 2009
22
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
November 26, 2009
23
Service Build and Test Process Relationships
November 26, 2009
24
Service Build and Test Overview
November 26, 2009
25
Release to Production Process Relationships
November 26, 2009
26
Release to Production Overview
November 26, 2009
27
Framework - Business and IT Alignment Processes •
Service Planning − Designs, develops and controls Service Plan required for service development
•
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 November 26, 2009
28
Service Planning Process Relationships
November 26, 2009
29
Service Planning Overview
November 26, 2009
30
IT Strategy and Architecture Planning Process Relationships
November 26, 2009
31
IT Strategy and Architecture Planning Overview
November 26, 2009
32
Customer Management Process Relationships
November 26, 2009
33
Customer Management Overview
November 26, 2009
34
IT Business Assessment Process Relationships
November 26, 2009
35
IT Business Assessment Overview
November 26, 2009
36
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
November 26, 2009
37
Service-Level Management Process Relationships
November 26, 2009
38
Service-Level Management Overview
November 26, 2009
39
Change Management Process Relationships
November 26, 2009
40
Change Management Overview
November 26, 2009
41
Configuration Management Process Relationships
November 26, 2009
42
Configuration Management Overview
November 26, 2009
43
Incident and Service Request Management Detailed Review • Principles
of operation
• Process
relationships
• Process
overview
• Detailed
November 26, 2009
processes
44
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 November 26, 2009
45
Incident and Service Request Management Process Relationships
November 26, 2009
46
Incident and Service Request Management Process Overview
November 26, 2009
47
Incident and Service Request Management Detailed Process - Log Incident / Service Request
November 26, 2009
48
Incident and Service Request Management Detailed Process - Assign Incident / Service Request
November 26, 2009
49
Incident and Service Request Management Detailed Process - Diagnose / Resolve at Level 1
November 26, 2009
50
Incident and Service Request Management Detailed Process - Diagnose / Resolve Using Incident Support
November 26, 2009
51
Incident and Service Request Management Detailed Process - Manage Escalation
November 26, 2009
52
Incident and Service Request Management Detailed Process - Diagnose / Resolve Via Escalation Team
November 26, 2009
53
Incident and Service Request Management Detailed Process - Implement Service Request
November 26, 2009
54
Incident and Service Request Management Detailed Process - Incident Control
November 26, 2009
55
Incident and Service Request Management Detailed Process - Close Incident / Service Request
November 26, 2009
56
Incident and Service Request Management Detailed Process - Report Metrics
November 26, 2009
57
Incident and Service Request Management Detailed Process - Evaluate and Improve Process
November 26, 2009
58
Implementation • Not
a trivial task
• Need
to dedicate resources realistically
• Identify • Select
phased implementation path
tools to implement
• Willingness
November 26, 2009
to follow processes after implementation
59
More Information Alan McSweeney [email protected]
November 26, 2009
60
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