IT Service Management Concept - Mamdouh Sakr
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This document provides an overview of key concepts in service management based on ITIL best practices. It defines terms like service, outcomes, process, and the service management lifecycle. The five stages of the service lifecycle are described as service strategy, service design, service transition, service operation, and continual service improvement. For each stage, the core processes are outlined at a high-level. Benefits of adopting ITIL and potential resistance to improvement initiatives are also briefly discussed.
IT Service Management Concept - Mamdouh Sakr
- 2. • Service meaning is delivering value to Customers by facilitating Outcomes that Customers want to achieve withoutthe ownership of specific Costsand Risks. 2 Service
- 3. • Outcomes meaningis theresult of carrying out an Activity, following a Process; delivering anService. 3 Outcomes
- 4. • Process meaning is A structured set of Activities designed to accomplish a specific Objective. • A Process may include any of the Roles, responsibilities, tools and management Controls required to reliably deliver theoutputs. 4 Process
- 5. • Service Management is performed by service providers through people, process and technology to focuses on providing value to the customer and also on the customer relationship. 5 Service Management
- 6. • Service Management System is usually a complex "system" of manual and automated processes that are used tomanagea Service over its lifetime. 6 Service Management System
- 7. • Services must evolve in order to continue to meet the needs of the customer and respond to technological changes and advances. • The Service Lifecycle is the overall framework used to Identify,Define,Manage, and Retire services. 7 Service Life Cycle
- 8. 8 Why Service Management ???
- 9. • Technical Organizations spend much of their time with the following activities: – Recovering from failures (“incidents”) – Modifying or replacing technology components to improve their reliability or functionality by eliminating issues (“problems” and “errors”) associated with those components – Carrying out additions, modifications or removals (“changes”) 9 Service Management – Why ???
- 10. • This is where SM comes in. An SM approach to Technical management facilitates tighter Technical/customer alignment by providing Technologicaland itscustomerswith theabilityto: – Define Technical deliverables in terms of Services, expressed in the customers’andusers’language – Define how those Services will be delivered to the users, in terms of functionality, availability, capacity, security, support, disaster recovery, changemanagementandotherdimensionsofmanagingtheservice – UnderstandthebusinessimpactwhenanServicefails – PrioritizeTechnicalactivitiesbasedonthatimpact 10 Service Management – Why ???
- 12. • ITIL is the best practices of IT solution and the body of knowledge representing how organizations are dealing with the challengesofmanagingIT. • ITIL processes are grouped into five stages of the service lifecycle: – ServiceStrategy (SS ) – ServiceDesign (SD ) – ServiceTransition (ST ) – ServiceOperation (SO ) – ContinualServiceImprovement(CSI ). 12 ITIL
- 14. • Define the overall goals the service provider should pursue in its development, and to identify what services will be offered to whatcustomers or customer segments 14 Service Strategy
- 15. • Strategy Management for IT Services To assess the service provider's offerings, capabilities, competitors as well as current and potential market spaces in order to develop a strategy toserve customers 15 Service Strategy Processes
- 16. • Demand Management To understand, anticipate and influence customer demand for services. 16 Service Strategy Processes
- 17. • Service Portfolio Management To manage the service portfolio and ensures that the service provider has the right mix of services to meet required business outcomes at an appropriate level of investment. 17 Service Strategy Processes
- 18. • FinancialManagement forIT Services To manage the service provider's budgeting, accounting and chargingrequirements. 18 Service Strategy Processes
- 19. • Business RelationshipManagement To maintaina positive relationshipwithcustomers. 19 Service Strategy Processes
- 21. • To design new IT services, as well as changes and improvements to existingones. 21 Service Design
- 22. • Design Coordination To coordinate all service design activities, processes and resources. And ensures the consistent and effective design of new or changed IT services. 22 Service Design Processes
- 23. • Service Catalogue Management To ensure that a Service Catalogue is produced and maintained, containing accurate information on all operational services and those beingprepared tobe run operationally. 23 Service Design Processes
- 24. • Service Level Management To negotiate Service Level Agreements with the customers and to design services in accordance with the agreed service level targets. – SLA – OLA – UC – SLR – SAC 24 Service Design Processes
- 25. • Risk Management To identify,assess and control risks. • ComplianceManagement To ensure IT services, processes and systems comply with enterprise policies and legalrequirements. 25 Service Design Processes
- 26. • Capacity Management To ensure that the capacity of IT services and the IT infrastructure is able to deliver the agreed service level targets in a cost effectiveand timelymanner. 26 Service Design Processes
- 27. • AvailabilityManagement To define, analyze, plan, measure and improveall aspects of the availability of IT services. • InformationSecurityManagement To ensure the confidentiality, integrity and availability of an organization'sinformation,data and IT services. 27 Service Design Processes
- 28. • ArchitectureManagement To define a blueprint for the future development of the technological landscape, taking into account the service strategy and newlyavailable technologies. 28 Service Design Processes
- 29. • Supplier Management To ensure that all contracts with suppliers support the needs of the business, and that all suppliers meet their contractual commitments. 29 Service Design Processes
- 30. • ITServiceContinuity Management To manage risks that could seriously impact IT services and ensures that the IT service provider can always provide minimum agreed Service Levels, by reducing the risk from disaster events to an acceptable level and planning for the recovery of IT services. 30 Service Design Processes
- 32. • To build and deploy IT services and makes sure that changes to services and Service Management processes are carried out in a coordinated way. 32 Service Transition
- 33. • Change Management To control the lifecycle of all Changes through enable beneficial Changestobe made, with minimumdisruptiontoIT services. • ChangeEvaluation To assess major Changes, before those Changes are allowed to proceed to thenextphase in theirlifecycle. 33 Service Transition Processes
- 34. • Project Management (Transition Planningand Support) To plan and coordinate the resources to deploy a major Release withinthepredicted cost, timeand quality estimates. • ApplicationDevelopment To make available applications and systems which provide the required functionalityfor IT services. 34 Service Transition Processes
- 35. • Release and Deployment Management To plan, schedule and control the movement of releases to test and live environments. • Service Validationand Testing To ensure that deployed Releases and the resulting services meet customer expectations, and to verify that IT operations is ableto support thenew service. 35 Service Transition Processes
- 36. • Service Asset and ConfigurationManagement To maintain information about Configuration Items required to deliver an IT service, includingtheirrelationships. • KnowledgeManagement To gather, analyze, store and share knowledge and information withinan organization. 36 Service Transition Processes
- 38. • To make sure that IT services are delivered effectively and efficiently. The Service Operation process includes fulfilling user requests, resolving service failures, fixing problems, as wellas carrying out routine operational. 38 Service Operation
- 39. • Event Management To make sure CIs and services are constantly monitored, and to filter and categorize Events in order to decide on appropriate actions. • IncidentManagement To managethelifecycle of allIncidents. 39 Service Operation Processes
- 40. • Request Fulfilment To fulfill Service Requests, which in most cases are minor (standard) Changesor requests for information. • Access Management To grant authorized users the right to use a service, while preventing access to non-authorizedusers. 40 Service Operation Processes
- 41. • Problem Management To managethelifecycle of allProblems. • ITOperations Control To monitor and control the IT services and their underlying infrastructure. 41 Service Operation Processes
- 42. • FacilitiesManagement To manage the physical environment where the IT infrastructure is located. Facilities Management includes all aspects of managing the physical environment, for example power and cooling, building access management, and environmentalmonitoring. 42 Service Operation Processes
- 44. • To use methods from quality management in order to learn from past successes and failures. The Continual Service Improvement process aims to continually improve the effectiveness and efficiency of IT processes and services, in line with the concept of continual improvement adopted in ISO 20000. 44 Continual Service Improvement - CSI
- 45. • Service Review To review business services and infrastructure services on a regular basis. • Process Evaluation To evaluate processes on a regular basis. 45 CSI Processes
- 46. • Definitionof CSI Initiatives To define specific initiatives aimed at improving services and processes, based on the results of service reviews and process evaluations. • Monitoringof CSI Initiatives To verify if improvement initiatives are proceeding according to plan, andtointroduce corrective measures where necessary. 46 CSI Processes
- 48. • ITIL is proven and used worldwide • Improved customer satisfaction and relationships • Better reliabilityand qualityof service • Optimizationof service deliveryacross the supply chain – Reducesupport costs by30% – Increaseincidents fixed atfirst callby20% – Increasedvaluefrom service portfolio, withreduced costandrisk • Competitive advantage through value creation and agile change 48 Benefits
- 49. 49 Resistance to ITIL Improvement Initiatives
- 50. • No managementcommitment • ITIL is the objective notwhat itshould achieve • Plan, Do, Stop......No continualimprovement focus • IT thinks it doesn't need to understand the business to make a business case • Unable to specify the VALUE requiredby the business • Everything has the highest priority according to the users 50 Resistance