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619 viewsIT Service Management Implementation Overview
The document describes an IT service management implementation presentation. It discusses the ITIL/ITSM framework and its service management processes. It provides overviews and relationships for key processes like incident and service request management, problem management, and change management. The presentation aims to describe the service management framework, processes, and provide a detailed review of incident and service request management.
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Alan McSweeneyCopyright
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100% found this document useful (1 vote)
619 viewsIT Service Management Implementation Overview
The document describes an IT service management implementation presentation. It discusses the ITIL/ITSM framework and its service management processes. It provides overviews and relationships for key processes like incident and service request management, problem management, and change management. The presentation aims to describe the service management framework, processes, and provide a detailed review of incident and service request management.
Uploaded by
Alan McSweeneyCopyright
© Attribution Non-Commercial (BY-NC)
Available Formats
Download as PDF, TXT or read online on Scribd
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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 processes
November 26, 2009 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 phased implementation path
• Select tools to implement
• Willingness to follow processes after implementation
November 26, 2009 59
More Information
Alan McSweeney
[email protected]
