2806ict: IT Services

Management
IntroductiontoITSM
Chapter1:TheITILqualificationscheme
Chapter2:Introductiontoservicemanagement
Dr. Mohammad Awrangjeb
School of Information and Communication Technology

Note:SomeslidesarefromDr.BruceandDr.Geraldine
Learning Outcomes
At the end of this lecture students will be able to
Explain the idea of ITSM and why it is important
ITSM Frameworks and differences between ITIL and ISO 20000

School of Information and Communication Technology

Content
Examples of the use of IT service in businesses
Issues with IT Service Outcome 1
Define ITSM and some of its key terms

Give a brief explanation of ITIL and its key aims

Explain the essential differences between ITIL and ISO 20000
Locate information related to certification in ITIL Outcome 2

School of Information and Communication Technology

What to do in Week 1 Lab
Bring your Academic Transcript to show eligibility of Enrolment
Be PUNCTUAL: arrive on time!
Listen to the teachers brief presentation
Get to know the course/website etc.
Learn how to work with the learning journal
Important for upload your Workshop activities in Weeks 3, 5, 7 & 9
Enjoy the BINGO Fun
Start working on the Case Study

School of Information and Communication Technology

Enrolment eligibility
Strict pre-requisite: successfully completed (gained Grade 4 or better ) in :
1803ICT (Information Systems Foundations) or
1410ICT (Introduction to Information Systems).

Course compatible: Also, students are not permitted to enroll in the following incompatible courses:
3418ICT (Strategic IS Management, at Nathan campus) and
2806ICT (IT Services Management).

If you have not completed 1803ICT or 1410ICT, or if you are enrolled in both 3418ICT and 2806ICT,
you must withdraw immediately from 2806ICT.

Bring your academic transcript in Week 1 workshop/lab

School of Information and Communication Technology

Examples of the use
of IT in Business
Lets see an example first!
Coca-Cola Amatil (CCA)
https://www.youtube.com/watch?v=KRYRxYz3uFE

Look for answers to:

Who is IT service provider?
Who is the customer of the service provider?
What was the core business decision of the customer (business)
Name some IT related services used
What were the benefits to the customer?
What were the benefits to the provider?

School of Information and Communication Technology

A University Case
AcademicUniversityusesalearningmanagementsystemcalledLearnOnline.
LearnOnline isusedextensivelyinallofthe5000coursesrunintheUniversity.Itis
examtimeattheuniversityandstudentsareusingLearnOnline extensively.
Behindthescenes,theLearnOnline team isveryexcited.Anupdateof
LearnOnline hasjustarrivedwithamazingnewfeatures,whichtheyaresurethe
teachingacademics andstudents willtaketo.Theyvetestedontheirtesting
serversandcomputers,anditalllooksgreatandsimpleenoughtoimplement.The
updateissimpleandlookslikeitwillworkwithnoissues.Thedecisiontorollout
theupdatesforLearnOnline ismadeandimplemented.

School of Information and Communication Technology

A University Case (cont.)
Forthefirsthoursaftertherolloutitappearseverythinghasgonetoplan.Thefirst
hintoftroubleishelpdeskcallsfromacademicscomplainingthattheonline
assessmentsubmissionsusingTurnitin havedisappeared.Somestudentsare
callinginthattheyareunabletosuccessfullylaunchthesystemintheuniversity
labs.Fairly,soonthehelpdesk isinchaoswithupsetstaffandstudents.Helpdesk
teamisunabletooffersolutionsandislargelyunawareoftheupdateactivities.
Beforethis,thehelpdeskteamwasalreadyfacingissueswithsomecustomers
complainingoflongphonecuesanddelaysinresolution.

UnbeknowntotheLearnOnline team,thecomputerlabteamhavejustupdated
thesoftwareimages,includingoperatingsystemsacrossthealllabcomputers.
TheeassignmentteamhasreceivedupdatestoTurnitin system.
School of Information and Communication Technology
A University Case (cont.)

Pairupwithsomeofyourclassmateatyourrightorleftside

Andanalyse:
Whoarethestakeholders?
Whatistheconcern/issuefacedbyeachofthestakeholders?
Whichofthestakeholderscanbeconsideredcustomers.
Whatfactorshavecontributedtothechaoticstateofaffairs?
Howcouldthechaoscouldhavebeenavoided?

School of Information and Communication Technology

Issues of the use of IT
in Business
The productivity paradox
Investment inTechnologyareinverselyproportionalto
employeeproductivity
Firmlysupportedwithempiricalevidencefromthe1970s
totheearly1990s.
BeforeinvestmentinITbecamewidespread,the
expectedreturnoninvestmentintermsofproductivity
was34%.
WithITthough,thenormalreturnoninvestmentwas
only1% fromthe1970stotheearly1990s!
Butafter1990s,weseetheproductivityhasincreased!

Somepossiblereasons:
Underestimatinggrowthinthestatistics;itsfasterthanwhatwe
canmeasure
MismanagementofIT organisations havesystematically
mismanagedtheinvestments inIT!
School of Information and Communication Technology https://www.youtube.com/watch?v=vIJfyyp0w4
 Pressures on IT outsourcing,
Have you used a offshoring,
smartphone 10 insourcing, etc.
years back? More IT experts
now!

What about Wikileaks?

What about Russian
Can an IT service
hack of the recent US
provider respond polling system? What
to the current about KKs recent
business needs? burglary in Paris?
Google had to face the court for
School of Information and Communication Technology its Street view maps.
A Typical IT Budget

Cost of H/W and S/W Cost of

management and
support

School of Information and Communication Technology

 Break!
5min

School of Information and Communication Technology

IT Failure!

Failure primarily not for technical reasons, but for human, management and
organisational reasons. 3 of the 4 failure types are from the perspective of the
business client. Essentially, the client is not getting what they want, and IT
services are in need of better management.
School of Information and Communication Technology
 Would you accept the Failure?
50+ years into the evolution of business computing, IT is still often known as a
dysfunctional area, fraught with high project failure rates, high expenditures, unknown
returns, and non-alignment with organisational strategy.

Yet more than 2

out of 10
enterprise IT
Would you buy a car that failed to
start 20 percent of the time?
Would you invest in a superannuation
fund that consistently lost 20 percent projects are
of its value.

School of Information and Communication Technology

outright failures.
IT/Business Alignment is the Most Important
The contemporary role of an IT department is not just a matter of
installing software or changing the design of infrastructure, rather the
role is to shift from focussing on technology to one focusing on
service. So, requires to align IT with Business!
Definition: It is the application of IT in an appropriate and timely
manner, in harmony with business goals, strategies, and needs.

School of Information and Communication Technology

IT/Business Alignment is the Most Important

School of Information and Communication Technology

IT/Business Alignment is the Most Important
So,thiscourseisabouthowITSM(i.e.,frameworkssuchasITIL)attempt
toensureIT/Businessalignment,soastogeneratevaluetothe
enterprise.

Enables Enables

IT/Business Businessvalue
ITSM alignment fromITinvestments

ITILv3

InWeek12,wewillstudytheresearch(data)onhoworganisationsareadopting
ITSM(andITILtools),andcriticallyexaminewhethervalueisbeingdelivered.

School of Information and Communication Technology

 Test yourself:
Go to http://app.griffith.edu.au/poll/
Enter access code: 12760

School of Information and Communication Technology

What is ITSM?
What is IT Services Management?
4(four)technologiesinIT:
1. Hardware
2. Software
3. Network
4. Database
ITalonewillnothelpanorganisation
achievegoalsuntilitisembeddedin
aninformationsystem(IS)

(CBIS) 6(Six)ComponentsinCBIS:
IT(4abovecomponents)
Procedures
People
School of Information and Communication Technology
What is IT Services Management?
Weallexperienceservices(goodorbad).Whataresomeexamples?
Whatdoyouunderstandbythetermservice?

What is the difference between buying

a house and staying in a hotel room?

School of Information and Communication Technology

What is IT Services Management?
Doyouseeamanagerinyourschoolordepartment?
Whatdoyouunderstandbythetermmanager?

Managementisaboutthecoordinationof
activity inordertomeetaspecificgoal.
Thecoordinationofactivityincludesroles
andresponsibilitiesofvariouspeoplealong
withstructures/proceduresfordoingthings

School of Information and Communication Technology

What is IT Services Management?

Servicesmanagementisaboutthecoordinationofactivitywithinan
organizationwiththegoalofmeetingcustomerneedsandthusfacilitating
customersoutcomes inapositiveway.

Theemphasis inservicesmanagementison
providing valuetothecustomerand
developingandmaintainingapositivecustomerrelationship.

School of Information and Communication Technology

 What is IT Services Management?
AnITserviceismadeupofacombinationofinformationtechnology,peopleandprocesses.

Whatisthediagramillustrating?
WhatismeantbyCoreService?
WhatisEnablingService?
HowisanEnhancingservicedifferentfrom
acoreservice?
GiveanexampleofaCoreService,Enhancing
serviceandServicepackagethatyoumight
withinGriffithUniversityITdepartment.

School of Information and Communication Technology [seePassingyourITILFoundationExam,p.15]

What is IT Services Management?
Whatdoyouunderstandbyvaluetothecustomer?
Consider a washing machine you buy from The Good Guys!

Value=Utility+Warranty

[seePassingyourITILFoundationExam,p.16]
School of Information and Communication Technology
 What is IT Services Management?
ITSM is characterised by adopting a process approach towards management focusing on
customer needs and IT services for customers rather than IT systems, while emphasising
continual improvement.

Itfocusesondefining,managing,deliveringandsupportingITservicestoachievebusinessobjectives
(Winniford,Conger,&EricksonHarris,2009)

A recent Gartner study, among IT service failures

80% are due to process (70%), and skills (10%).
Only 20% are due to technology failures, such as software or hardware.

So, Customer orientation is one of the most important strategic orientations in the context
of IT management in todays enterprises.
School of Information and Communication Technology
ITSM Frameworks
and Standard
 ITIL IT Infrastructure Library
Mostcommonframework(NOTastandard)
ITSMissynonymouswiththeIITIL,thoughthereareotherframeworks
ITILoriginatedasanofficialpublicationofUnitedKingdomgovernment agencies(first
(theCabinetOffice).
InJanuary2014,ownershipofITILwastransferredtoAxelos,ajointventureoftheUK
governmentandCapita.
ThecurrentversionoftheITILframeworkisthe2011edition,andisarevisionofthe
previouseditionknownasITILVersion3.
Todate,thereare50,000ITILcertifiedprofessionalsworldwideand25%ofIT
managersinlargeorganizationsbearITILstandards.

School of Information and Communication Technology

 ITIL Software Tools
ITILhasbeenautomatedandimplementedins/wtools.
Therearemorethan400+selfproclaimedITSMorITILtools.
Seehttp://list.ly/list/Cyitiltools for415essentiallyfreetrialITILtools
Softwarevendors,whoseITSMtoolsfulfilldefinedfunctionalrequirementstosupportasetofITIL
processes,canobtainofficialapproval,allowingthemtouseAxelostrademarksandan"ITILprocess
compliant"logo,underAxelos'ITILSoftwareEndorsementscheme.

School of Information and Communication Technology

 ITIL Aims
Watchthevideo&lookforITILFIVEPhasesandaims
Writethemonyournotebook

Aims:
Use resources more efficiently
Be more competitive on a global and local scale
Eliminate redundancy
Reduce incidence of having to do things over again
Improve warranty (availability, reliability and security) https://www.youtube.com/watch?v=vBguassbAzo
Reduce and justify cost of service quality
Streamline and integrate processes, i.e., business elements work cohesively
Better able to assign, document, communicate and evaluate roles and responsibilities
Continuously learn from experience and make improvements based on those experience
Provide evidence of performance indicators.
(Pink Elephant, 2008)

School of Information and Communication Technology

ITIL (individual/person) Certification
Master

Expert
(Earn Min 22 Cr)

Intermediate
(Lifecycle 15 Cr,
Capability 16 Cr)

Partitioner
(meet business
objectives, CSI)
2806ICT ITSM covers the
educational content to sit for the
Foundation certification exam for ITIL
(awareness) Foundation for Service
Management.
School of Information and Communication Technology See some links in slide notes
ISO 20000 (ISO - International Organization for Standardization)
First international ITIL-compliant auditable standard for IT service management, consisting of two parts:
specification for service management, and
a code of practice for service management.
Specifies requirements for the service provider to plan, establish, implement, operate, monitor, review, maintain and improve.
The requirements include the design, transition, delivery and improvement of services to fulfil agreed service requirements.

Has four key goals that must be demonstrated in the IT service management system. These are:
Customer focus (customer at the centre, needs of the customer are highlighted and central to the system)
Integrated processes (information flows through the system in a controlled/managed way)
End-to-End Service management (Service management permeates the whole supply chain to make sure that the service
provider aligns with the customer commitments)
Continual service improvement (improvements are ongoing and applied consistently throughout the system)

School of Information and Communication Technology

 ISO 20000
ISO 20000 can be used by:
an organisation seeking services from service providers and requiring assurance that their service requirements will be fulfilled;
an organisation that requires a consistent approach by all its service providers, including those in a supply chain;
a service provider that intends to demonstrate its capability for the design, transition, delivery and improvement of services that fulfil service
requirements;
a service provider to monitor, measure and review its service management processes and services;
a service provider to improve the design, transition, delivery and improvement of services through the effective implementation and operation;
an assessor or auditor as the criteria for a conformity assessment
Organisationalcertification!

(VanBon&Clifford,2008) [ITIL Maturity model in Week 10]

School of Information and Communication Technology

 Where ITIL sits

Governance

COSO
Layer
Governance
Layer
IT

ITIL
ISO standards
Management
Layer

CMMI
IT

School of Information and Communication Technology

ITIL vs ISO 20000

Hints: seethesummaryofTextbooksbyDr.GeraldineunderResourcesinCoursewebsite
Pages1117of2806ICTLecturenotesindetail_read only.docxfile
School of Information and Communication Technology
 Test yourself:
Go to http://app.griffith.edu.au/poll/
Enter access code: 12781

School of Information and Communication Technology

Make a summary and what is next?

What have you learned new today? Make a list of three points:

Next:
Week 1 Workshop/Lab: Meet & Greet; work on a case study
Week 2 lecture: ITIL Service lifecycle

School of Information and Communication Technology

Have a question?

School of Information and Communication Technology