CONTINUAL SERVICE IMPROVEMENT

Under Continual Service Improvement (CSI), what types of metrics are typically associated with system components, application performance, and availability?

CONTINUAL SERVICE IMPROVEMENT

Under Continual Service Improvement (CSI), what types of metrics are typically associated with system components, application performance, and availability?

Technology Metrics

 are typically associated with system components, application performance, and availability.

CONTINUAL SERVICE IMPROVEMENT *

MODELS & PROCESSES

DEMING CYCLE

CSI Model

CONTINUAL SERVICE IMPROVEMENT  *

MODELS & PROCESSES

DEMING CYCLE

Plan/Do/Check/Act

the basis of qulaity managment/improvement

CSI Model

1 Process (7 Step Improvement Process)

1 Model Continual Service Improvment Model

1 Cycle- The Deming Cycle

CONTINUAL SERVICE IMPROVEMENT:

Key Principles

Under Continual Service Improvement, all four stages of the Deming Cycle are applied during "implementation".  What stages of the Deming Cycle are applied during "ongoing improvement" to monitor, measure, and implement initiatives?
    a. Plan
    b. Do
    c. Check
    d. Act

CONTINUAL SERVICE IMPROVEMENT:

SERVICE MEASUREMENT

4 Basic Objectives of

SERVICE MEASUREMENT

CONTINUAL SERVICE IMPROVEMENT:

SERVICE MEASUREMENT

4 Basic Objectives of

SERVICE MEASUREMENT

Validate, Direct, Justify, Intervene

CONTINUAL SERVICE IMPROVEMENT:

Service Management

Under Continual Service Improvement (CSI), what type of metrics are typically captured in the form of Key Performance Indicators (KPIs), Critical Success Factors (CSFs) and relate to processes within Service Management?

CONTINUAL SERVICE IMPROVEMENT:

Service Management

Under Continual Service Improvement (CSI), what type of metrics are typically captured in the form of Key Performance Indicators (KPIs), Critical Success Factors (CSFs) and relate to processes within Service Management?

Process Metrics

Process Metrics are captured in the form of Key Performance Indicators (KPIs), Critical Success Factors (CSFs) and relate to processes within Service Management.

CONTINUAL SERVICE IMPROVEMENT:

CONTINUAL SERVICE IMPROVEMENT:

PURPOSE

Maintain alignment of IT services w/ business needs

by indentifying and implmenting improvments to services

SCOPE

SERVICES: PROCESSES:

OBJECTIVES

CONTINUAL SERVICE IMPROVEMENT

PURPOSE

Maintain alignment of IT services w/ business needs

by indentifying and implmenting improvments to services

SCOPE

SERVICES: Align IT services w/ business neds

PROCESSES:  Maintain health, growth, maturity of process

OBJECTIVES

Review/analyze performance w.r.t. SLA targets

ID and implement activities to for improvements

Improve cost effectiveness w/o sacrificing satisfaction

CONTINUAL SERVICE IMPROVEMENT:

Why measure

What to Measure

Metrics

CONTINUAL SERVICE IMPROVEMENT

Why Measure

Validate Decisions

Direct Activities

Justify Courses of Action

ID points of Intervention

What to Measure

Technology/ Process

Service metrics (performance end to end)

Quality, Costs, Cust perceptions, Market Share, Revenue

CONTINUAL SERVICE IMPROVEMENT:

John is tracking the changing usage of a critical service and has discovered a significant increase in use over the last 2 weeks.

He has created a report on these findings for the IT executives, who will evaluate the situation and determine if the issue is a matter of changing business requirements or a capacity issue.

In which Lifecycle Phase is this work conducted?

CONTINUAL SERVICE IMPROVEMENT:

John is tracking the changing usage of a critical service and has discovered a significant increase in use over the last 2 weeks.

He has created a report on these findings for the IT executives, who will evaluate the situation and determine if the issue is a matter of changing business requirements or a capacity issue.

In which Lifecycle Phase is this work conducted?

Continual Service Improvement
iS concerned with improving services and processes through constant monitoring, reporting, evaluation, and improvements. 

CONTINUAL SERVICE IMPROVEMENT: THE  6 STEPS*

Step 1: What is the vision?

Step 2: Where are we now?

Step 3: Where do you want to be?

Step 4: How do we get there?

Step 5: Did we get there?

Step 6: How do we keep the momentum going?

CONTINUAL SERVICE IMPROVEMENT: THE  6 STEPS

Step 1: What is the vision?

Organization’s vision, mission, goals and objectives. The vision should align the business and IT strategies

Step 2: Where are we now?

Analyze where your business stands currently.  Examines the current business, organization, P,P,T situations to record baseline measurements.

Step 3: Where do you want to be?

Set specific, measureable goals for your organization.

Step 4: How do we get there?

Continual Service Improvement Plan is created. Details  that are needed to enhance service quality.

Step 5: Did we get there?

Measurements and metrics are in place to determine whether  the org. has achieved its goals and targets.

Step 6: How do we keep the momentum going?

CONTINUAL SERVICE IMPROVEMENT:*

THE SEVEN STEP IMPROVEMENT PROCESS

Purpose

is to define & Manage the steps to:

CONTINUAL SERVICE IMPROVEMENT: *

THE SEVEN STEP IMPROVEMENT PROCESS

Purpose

 is to define & Manage the 7 steps to:

ID, Define, gather, process, analyze, present, & implement improvements

Objectives

Identify areas of improvment

Reduce costs of providing services

Ensure business outcomes are achieved

Continual Service Improvement:

Service Metrics

Name the three categories of Service Metrics

Continual Service Improvement:

Service Metrics

Name the three categories of Service Metrics

Continual Service Improvement:

Seven Step Improvement Process

Continual Service Improvement:

Seven Step Improvement Process

identify

define

gather

process

analyse

present

implement improvements

Continual Service Improvement:

Purpose of 7 Step Improvement

Continual Service Improvement:

Purpose of 7 Step Improvement

facilitates the evolution of DATA

DIKW

Data, Information, Knowledge, Wisdom

ID the vision/goals/ CSFs, KPIs

Define metrics,

Gather Data                  Data

Process Data                          Information

Analyse Information& Data         KNOWLEDGE

Present and use knowledge   WISDOM

Implement Improvement       WISDOM

Continual Service Improvements

The goal of Service Measurement and Reporting is coordinating the design of metrics, data collection, and reporting activities from other processes and functions.

Three types of metrics  needed to collect to support CSI processes as well as other activities are:

Continual Service Improvements

The goal of Service Measurement and Reporting is coordinating the design of metrics, data collection, and reporting activities from other processes and functions.

Three types of metrics  needed to collect to support CSI processes as well as other activities are:

technology , process , and service metrics

INTRODUCTION TO ITIL FOUNDATIONS:

Service Management

Best Practice

vs

Good Practice

(hint)

to do your best is the Goal not yet reached

the Common Good

INTRODUCTION TO ITIL FOUNDATIONS:

Service Management

Best Practice

vs

Good Practice

A proven, effective approach which is not yet industry practice is known as a Best Practice. Once it is commonly adopted industry-wide, it becomes a state of Good Practice which is continuously improved.

INTRODUCTION TO ITIL FOUNDATIONS:

GENERIC CONCEPTS/DEFINITIONS

Risk:

(Service Lifecycle)

Incident:

(Service Operation)

CMS:

(Service Transition) -

INTRODUCTION TO ITLIL FOUNDATIONS:

GENERIC CONCEPTS/DEFINITIONS

Risk: A Risk represents an uncertain outcome, and can be positive or negative (opportunity or threat). (Service Lifecycle) - Generic Concepts and Definitions

Incident: An incident is an unexpected interruption or reduction in the quality of an IT Service (Service Operation)

CMS: The Configuration Management System (CMS) would store information on an organization's Service Configuration Items (CIs). (Service Transition) -

Introduction to ITIL

Foundations

IT as an Organization

IT as a component

IT as a Service

IT as an Asset

Capabilities+ resources = Assets

Introduction to ITIL

Foundations

IT as an Organization

People dedicated to this activity

IT as a component

H

IT as a Service

email, HR functions, web services

IT as an Asset

Capabilities+ resources = Assets

IT as a Service w/ specific OUTCOMES

Moves IT from alignment to IT / business integration

Introduction to ITIL

Foundations

Service

Introduction to ITIL

Foundations

Service

means of delivering value to customers by facilitating the outcomes customers want to achieve w/o the specific ownership of specific costs and risks.

they are intangible in nature

enables a business

proivdes a competent, copetitive advantage with distinctive performancde leveraging People, Processess and Infrastructure

Introduction to ITIL

Foundations: Governance

Corporate Governance

ethical behavior

IT Governance

extends strategies

Introduction to ITIL

Foundations: Governance

Corporate Governance

ethical behavior of directors or others in the creation and preservation of wealth for all stakeholders

IT Governance

An integral part of Corporate Governance that ensure the the organizations IT sustains and extends the strategies and objectives of organzations governance

Defines roles/resp.,

Methods of measuring compliance

Reporting and taking action for areas of Non-compliance

Introduction to ITIL *

Foundations

Why is ITILI Successful?

Introduction to ITIL *

Foundations

Why is ITILI Successful?

It is a common framework of practices

United all areas of IT

That delivers VALUE to the business

It s NOT a standard

It is VENDOR neutral

It is NOT based on a particular platform

It is NOT tied to any commercial practice/solution

Owned by the UK government

Introduction to ITIL Foundation *

What are the characteristics of a Process

What are the definitions of a

Function

Role

Introduction to ITIL Foundation *

What are the characteristics of a Process

(MOST)

a Measurable procedure, with specific Outcome(s), for customer Stakeholders, in response to a specific Trigger event or request

Function people & automated measures that execute a prodess,activity or both

Role set of connected behaviors or actions that are performed by a person, team or group in a specific context

Introduction to ITIL Foundations

ITIL Selected Processes & Terms

Capacity planning

DATA

Introduction to ITIL Foundations

ITIL Selected Processes

Capacity planning  is the process responsible for reviewing, analyzing, and understanding the current load capabilities of a service or its supporting infrastructure, and developing a path forward to ensure that anticipated demand can continue to be met.

DATA

Data can be classified on 3 levels: operational, tactical, and strategic.

Introduction to ITIL Foundations

Service Lifecycle

Terms

What type of Service Catalogue represents the customer's view and includes relationships to the business units that rely on the IT services?

Introduction to ITIL Foundations

Service Lifecycle

Terms

The Business Service Catalogue represents the customer's view and includes relationships to the business units and business processes which support IT services.

Introduction to ITIL Foundations

Terms

Service Operation is impossible without the existence of a demand that consumes the product. This is called:

Introduction to ITIL Foundations

Terms

Service Operation is impossible without the existence of a demand that consumes the product. This is called:

Synchronous production and consumption

is a pull system, in which consumption cycles stimulate the production cycles.

Introduction to ITIL Foundations

IT Service Management Process Diagram

What are the four components to a Process

Introduction to ITIL Foundations

IT Service Management Process Diagram

Ensures process gets done- Process Manager

Accountable person- Process Owner

Control - Policies, Docs, Objectives, Feedback

Input -SDK, customers

Output - highly repeatable, consistency, predefined

Enablers -assets, resources, capabilities, S/W, SMEs

process manager

Introduction to ITIL Foundations

RACI Model is used for

Introduction to ITIL Foundations

 RACI MODEL

Responsible, Accountable, Consulted, Informed

in managing IT Service management there will be

various Activities, Responsibilities and Roles

Introduction to ITIL Foundations

Service Lifecycle phases

Introduction to ITIL Foundations

 Service Lifecycle phases

Service Strategy

Service           Service             Service

Design          Transition         Operation

(design)        (implement)        (day to day)

CONTINUAL SERVICE IMPROVEMENT

Introduction to ITIL Foundations

Definition of a Process

Roles of Process Owner

Introduction to ITIL Foundations

Process Definition

A set of coordinated activities combining and implementing resources and capabilities in order to produce an outcome.

Process Owner

Ensures the process fits the purpose (defined outcomes)

Defines metrics to evaluate process

Designs the Process

Trains others, Improves the process ongoing

Ensures the needed resources /assets are acquired

Introduction to ITIL Foundations

What are the 5 LifeCycle Phases

of IT Services

Introduction to ITIL Foundations

Strategy          What we offer, Why, where we need 2B

Design             Holistic approach to design of SVC

Transition         SVC deployed in Live env.     

                      Testing/validating BEFORE implmenting

Operation         Day to day use of svcs

Continual Service Improvement   planning 

                       implementing improving existing svcs

Introduction to ITIL Foundations

What constitutes a Best Practice

Introduction to ITIL Foundations

What constitutes a Best Practice

Proven activities or processes that have successfully been used by multiple organizations

Introduction to ITIL Foundations

Benefits of IT Service Management

Introduction to ITIL Foundations

Benefits of IT Service Management

Improved QoS

Cost Effective and Justifiable

Meet the needs of the customers

Integrated Centralized processes (no-Silos)

Defined Roles/Responsibilities

Introduction to ITIL Foundations *

Group

Team

Department

Division

Process Owner/Manager

Introduction to ITIL Foundations *

Group

informal  organized number of people who are similar

Team

more formal group working together on common goal

Department

formal orgnization within a business

Division

a number of departments

Process Owner/Manager

One process owner/Process Mgr. may manage mult processes

Introduction to ITIL Foundations *

ITIL PROCESSES and FUNCTIONS

What are the 5 processes 4 functions of

SERVICE OPERATION

(Hint)

AREIP  SAIT(F)

Introduction to ITIL Foundations *

ITIL PROCESSES and FUNCTIONS

What are the 5 processes 4 functions of

SERVICE OPERATION

 Service Desk (F)

IT OperationsManagement (F)

Application Management (F)

Technical Management (F)

Access Management

Event Management

Request Fulfillment

Problem Management

Incident Management

Introduction to ITIL Foundations *

ITIL PROCESSES and FUNCTIONS

What are the 5 processes of

SERVICE STRATEGY

Introduction to ITIL Foundations

ITIL PROCESSES and FUNCTIONS

Service Strategy (5 processes)

Financial Management

Service Portfolio Management

Demand Management

Strategy Management

Business Relationship Management

Introduction to ITIL Foundations *

ITIL PROCESSES and FUNCTIONS

What are the 7 processes of

SERVICE TRANSITION

Introduction to ITIL Foundations *

ITIL PROCESSES and FUNCTIONS

SERVICE TRANSITION

Change Management

Service Asset & Configuration Management, (SACM)

Release and Deployment Management

Transistion Planning and Support

Service Validation & Testing

Change Evaluation

Knowledge Management

note 2  Change Processes

Introduction to ITIL Foundations *

ITIL PROCESSES and FUNCTIONS

What are the 8 processes oF

SERVICE DESIGN

Introduction to ITIL Foundations *

ITIL PROCESSES and FUNCTIONS

SERVICE DESIGN

Service Level Management

Availability Management

Capacity Management
IT Service Continuity Management

Information Security Management

Service Catalog Management

Supplier Management

Design Coordination

Introduction to ITIL Foundations *

Why is it successful?
Part 2

Introduction to ITIL Foundations *

Why is it successful?
Part 2

It is a framework

It is non-prescriptive

It does not suggest a step by step process

Offers the learning experience of best-in-class service providers

Introduction to ITIL Foundations*

ITSM

IT Service Management

IT Service Provider

Service Management

Introduction to ITIL Foundations*

ITSM,  IT Service Management
Implementation and management of Quality IT Services that meed the needs of the business.

Performed by the mix of PPT

(People, Process, Technology)

IT Service Provider

Provider of a Service for internal/external customers

Service Management

Set of specialized organizational capabilities for providing value to cusotmers in the form of services

Introduction to ITIL Foundations:

Lifecycle Stages

Introduction to ITIL Foundations:

Lifecycle Stages

SERVICE DESIGN

A stage in the lifecycle of a service .. SERVICE Design includes the deisgn of the services, governing practices, processes and policies required to realize the service provider's strategy and to facilitate the introduction of services into supported environments.

Introduction to ITIL Foundations:

Which of the following ITIL Core volumes represent the progressive phases of the Service Lifecycle by implementing strategy and representing change?
    a. Service Design
    b. Continual Service Improvement
    c. Service Transition
    d. Service Operation

Introduction to ITIL Foundations:

Which of the following ITIL Core volumes represent the progressive phases of the Service Lifecycle by implementing strategy and representing change?
    a. Service Design
    b. Continual Service Improvement
    c. Service Transition
    d. Service Operation

A,C,D
The ITIL Core volumes which represent change and transformation are Service Design, Service Transition, and Service Operation. Continual Service Improvement accomodates learning and improvement, prioritizing improvement programs and projects. 

Introduction to ITIL Foundations  *

What are Strategic Assets

What does KPMOP acronym mean

Introduction to ITIL Foundations  *

What are Strategic Assets

provides core competence, distinctive perf, or sustainable comp. advantage

as part of SERVICE STRATEGY- is turning perceived admin functions into strategic assets

Resources + Capabilities
What does KPMOP acronym mean

Knowledge, Processes, Mgmt Structure, Ops, People

(all capabilities)

Introductions to ITIL Foundations:

Processes

Incident Management

vs.

Problem Management

Introductions to ITIL Foundations:

Processes

Incident Management

vs.

Problem Management

Incident management is concerned with finding the quickest path to service restoration. The workarounds identified in this process address only the symptoms affecting the user experience.

Problem management focuses on the identification of the root cause and development of a resolution to prevent the problem from recurring.

Introductions to ITIL Foundations:

Processes

Which method will assist Logistics, Ltd in identifying places to cut costs while maintaining service quality across the enterprise?

Introductions to ITIL Foundations:

Processes

Service Portfolio Management (SPM)

is a dynamic method to govern investments in Service Management across the enterprise in terms of financial values.

Procedure vs work instruction

Good Practice

vs

Best Practice

Perceived Wisdom

Wisdom

INTRODUCTION TO ITIL FOUNDATIONS:

Best Practice adoption or development occurs first, over time the industry will adopt the Best Practice, turning it in to a Good Practice, which will then undergo Evolution into Commodity, Generally accepted principles, Perceived Wisdom, or Regulatory requirements.

Which of the statements below are true about the ITIL concept of "Good Practice"?
    a. Good Practice represents Best Practices which have been commonly accepted and applied throughout the industry
    b. Good Practice is often referred to as the "most appropriate" and is considered to be complete, with no gaps
    c. Good Practice reflects an approach to an undertaking which has not yet been proven to be successful

SERVICE DESIGN:

INFO SEC MANAGEMENT

PURPOSE

OBJECTIVES

SERVICE DESIGN  *

INFO SEC MANAGEMENT

PURPOSE

Align IT security with buisness security

ensure IFOSEC is effective managed

OBJECTIVES

Protect information and business from harm due to failures in C, I, A

(Confidentiality, Integrity, and Availability)

SERVICE DESIGN:

SERVICE MANAGEMENT

what is the  sequence of events which take place in a Process Model?
    a. Data enters
    b. Data is processed
    c. Data is measured and reviewed
    d. Data is output

SERVICE DESIGN

SERVICE MANAGEMENT

what is the  sequence of events which take place in a Process Model?
    a. Data enters
    b. Data is processed
    c. Data is measured and reviewed
    d. Data is output

A,B,D,C

tHE SEQUENCE IS for data to enter, be processed, output, and finally measured.

SERVICE DESIGN:

SUPPLIER MANAGEMENT - ROLES

SERVICE DESIGN

SUPPLIER MANAGEMENT - ROLES

SUPPLIER MANAGER IS RESPONSIBLE FOR

Achievement of goals of process

Assistance for SLAs, contracts, agreements

Extracting value fo money from all IT suppliers

Consistency of all IT supplier processes

SERVICE DESIGN:

Selected Processes

Availability Management

The measure of how quickly a service can be restored to normal operating status following a failure or interruption is known as what?

SERVICE DESIGN:

Selected Processes

Availability Management

The measure of how quickly a service can be restored to normal operating status following a failure or interruption is known as what?

Maintainability

SERVICE DESIGN:

Selected Roles

What role is responsible for the sizing and performance testing of new services and systems?

Service Design:

Selected Roles

SERVICE DESIGN:

Service Continuity Management, (ITSCM)

Service Design

Service Continuity Management (ITSCM)

Objectives:

Maintain ITSCP

Perform BIA, (Business Impact Analysis)

Perform Risk Assessment Analysis

Establish Continuity/Recovery Mechanism

Scope

Focus on Business 'Disaster' events

Aligns with BCM

BIA defines "Business Disaster"

Agreements bound scope/policies

SERVICE DESIGN: ASPECTS

5 ASPECTS OF SERVICE DESIGN ARE:

The Service Design phase in the lifecycle begins with the demand for new or modified requirements from the customer.

SERVICE DESIGN: ASPECTS

5 ASPECTS OF SERVICE DESIGN ARE:

1. Service Solutions

    (Rqmnts, Resources, Capabilities, Acceptance Criteria)

2. Service management Systems, (Service Portfolio)

3. Technology Architecture

4. Processes

5. Measurement Systems and Metrics

    (Milestones, Compliance, Effectiveness, Efficiency)

SERVICE DESIGN: Availability Management

Four Key Components

that are METRICS used

to establish Availability

Service Design

Availability Management

Key Components

Availability is measured as % of downtime or agreed Service Time.

Reliability - MTBF/MTBSI

Maintainability  MTRS  internal focus

Performance - ? metric for use in Avaiability *

Serviceability- 3rd Party requirements to ensure

Security - access/control to ensure availability

* not used in NH Slides but a component listed in ITIL by Quint Wellington

SERVICE DESIGN: CAPACITY MANAGEMENT

NAME THE 3 SUB-PROCESSES

SERVICE DESIGN: CAPACITY MANAGEMENT

NAME THE 3 SUB-PROCESSES

COMPONENT CAPACITY

Ensure optimum component performance with available capacity and forecasting for the future

SERVICE CAPACITY

Generally SLAs address service not comp capactities

monitor end-to-end capacity against the SLA

BUSINESS CAPACITY

Aligns IT with business acting as a feeder for service and component capacity processes

Ensure FUTURE business needs are translated into quantifiable IT service requirements

SERVICE DESIGN: Design Coordination-Scope

Incl: All Design Activity for new/changed services

DNI: Activities or processes outside of Design Stage

NOTE:

SDP, (Service Design Package), is responsible for detailed service solutions.

SERVICE DESIGN:Hierarchy of Service Portfolio

Service Portfolio Service Knowledge Management System (SKMS)

Service Portfolio Pipeline (in process)

Catalog (active customer facing)

Retired (also customer facing)

includes the configuration management system,(CMS), as well as other databases and information systems. Includes ALL tools to manage FULL lifecycle of IT SVCS.

SERVICE DESIGN: Information Secuity Management

Purpose

&

Objectives

SERVICE DESIGN: 

Information Secuity Management

Purpose

Align IT Security w/ Business Secutity

Protect Information from breech of

Confidentiality

Integrity

Avaialibilty

SERVICE DESIGN: PROCESS MANAGER ROLES ww Process Owner to plan/coordinate Appoints people to roles Manages Resources WW service Owners and other PM Provides feedback to Service Owner IDs and provides fdback for CSI register

CSI Register- doc used to record/manage improvement opportunities throughout their lifecycle

SERVICE DESIGN: SFIA 7 Levels Follow, Assist, Apply, Enable, Ensure/Advise, Initiate/Influence, and Strategist/Inspire/Mobilize

SFIA is the Skills Framework for the Information Age. It is an approach to defining IT skills. It defines and clarifies the skills and levels of responsibility required to perform many common IT roles. Lots of the roles align easily with the ITIL roles. You can use a combination of the ITIL role descriptions and the SFIA framework to create role or job descriptions for your ITIL implementation.

SERVICE DESIGN: Design Coordination Scope

Incl: all Design activity

Does NOT Incl: Activity/Processes outside of Design Stage

SDP, (Service Design Pkg) is responsiblie for detailed service solutions

SERVICE DESIGN: Service Management

Which of the following items fall under the area of Process Enablers in the Process Model?
    a. Process Owner
    b. Process Resources
    c. Process Capabilities
    d. Process Policy

B,C

Who controls, vs What enables

SERVICE DESIGN:

Service Management

Which of the following items fall under the area of Process Enablers in the Process Model?
    a. Process Owner
    b. Process Resources
    c. Process Capabilities
    d. Process Policy

B,C

Process Resources and the Process Capabilities fall under the area of Process Enablers in the Process Model;

Process Owner and Process Policy fall under the area of Process Control.

SERVICE STRATEGY: Service Portfolio

 Is the COMPLETE SET of

Information/requirements on EVERY Service Designed by Service Design Owned /Managed by Service Strategy

used to manage the ENTIRE lifecycle of ALL services

SPM

Service Portfolio Management,

part of SERVICE STRATEGY,

considers services in terms of business value they provide

SERVICE DESIGN: 

SERVICE LEVEL MANAGEMENT

DESIGN SLA FRAMEWORKS

SRVICE DESIGN: 

SERVICE LEVEL MANAGEMENT

OPTIONS

Service based SLA  covers 1 SVC for all customers

Customer based SLA covers 1 customer, multipe SVCs

Multi-level (hybrid) SLA may have 3 layers:

   Corporate, Customer, Service

SERVICE DESIGN:  SERVICE OPERATION

TOOLS

SERVICE DESIGN:  SERVICE OPERATION

TOOLS ARE USED FOR:

H/W & S/W Design

Environmental Design (Facilities)

Process Design

Data Design

SERVICE DESIGN:  THE FOUR Ps

PEOPLE

PROCESS

PRODUCTS

PARTNERS

SERVICE OPERATION

INCIDENT CLASSES

Major Incident

SERVICE OPERATION

INCIDENT CLASSES

Major Incident

A Major Incident is the highest category of impact for an Incident. A Major Incident results in significant disruption to the business.

SERVICE OPERATION

What is the term for user requests which are classified as incidents, but do not involve a failure in the IT infrastructure?

SERVICE OPERATION

What is the term for user requests which are classified as incidents, but do not involve a failure in the IT infrastructure?

Service Requests

are a type of incident which do not involve a failure in the IT infrastructure

SERVICE OPERATION:

Key Principles

SERVICE OPERATION:

Key Principles

"Stability" focuses on the development and refinement of standard IT management processes which leading to services that are available and perform consistently. (Service Operation) - Key Principles and Models

SERVICE OPERATION: ACCESS MANAGEMENT

BASIC CONCEPTS/Components

A

I

R

S

D

SERVICE OPERATION:  ACCESS MANAGEMENT

ACCESS

IDENTITY

RIGHTS

SERVICES OR SERVICE GROUPS

DIRECTORY SERVICES

SERVICE OPERATION:

ACCESS MANAGEMENT CONTRIBUTING ROLES

INFOSEC MANAGERS

SERVICE DESK STAFF

TECHNICAL STAFF (SME)

APPLICATION STAFF (SME)

SERVICE OPERATION: APPLICATION MANAGEMENT

Purpose

Help design,implment, maintain stable applications

Responsibility

Managing apps throughout lifecycle

supports maintains operational apps

custodian of technical knowledge/expertise

SERVICE OPERATION: Communication

SVC Operation processes interact with

Customers/ End Users

Other Service management processess (like CSI)

Suppliers

SERVICE OPERATION

EVENT MANAGEMENT

PURPOSE

Monitors all events that occur throughout IT infrastructure

Objectives

Detect changes in state of a CI

Detremine control action for events

provide trigger, entry point

provide means to compare operating performance

provide a BASIS for CSI

SERVICE OPERATION: EVENT MANAGEMENT

Service Desk Roles

Initial support, escalation, communication

Technical & Application Management

Define & manage EVENTS

Manage Incidents and Problems arising from Events

IT Operations management

Event Monitoring (from Console)

Provide Initial Response

SERVICE OPERATION:  INCIDENT MANAGEMENT

PURPOSE

Restore normal Service Operations ASAP

Minimize impact on BO

Ensure service quality and availability are maintained as measured against SLAs and SDP

SERVICE OPERATION: PROBLEM MANAGEMENT

key concepts

SERVICE OPERATION: PROBLEM MANAGEMENT

Problem defined as:

Unknown cause to one or more incidents

May have a WORKAROUND

or

Be a part of a KNOWN ERROR dB

following a predefined resolution process to handle Incidents

SERVICE OPERATION: Service Desks

Organizational Structures

Service Operation

Service Desks:

Organizational Structures

The types of Service Desks are as follows

LOCAL 1 per location

Centralized  multiple locations into 1 Svc Desk

Follow the Sun (Virtual) Multiple Desks serving 24/7

SERVICE OPERATION:  TECHNICAL MANAGEMENT

HELP plan, implement, mantain INFRASTRUCTURE

Provide technical hands-on skills/resources

SERVICE OPERATION:  Functions

Define an IT Function and

the 4 SERVICE OPERATION FUNCTIONS

Service Operation

Functions

A FUNCTION is defined as PEOPLE and AUTOMATED measures that execute a defined process, activity or both.  An IT FUNCTION defines different roles, responsibilities for overall service delivery & support.

SERVICE OPERATION FUNCTIONS ARE:

Service Desk

SPOC, Access Request, Service Request, 

Technical  Management

(H/W mainly)

Applications Management

Financial, HR, Business Apps

IT Operations Management

(console/ Facilities/operations control)

SERVICE OPERATION:  SUMMARY

NEW TERMS

PROCESSES

FUNCTIONS

SERVICE OPERATION- SUMMARY

NEW TERMS

Events, Alerts, Incidents, Service Request, Problem, Work-around, Known Error, Known-Error Database

Processes

Event, Incident, Access, & Problem Managagement

Request Fulfilment

FUNCTIONS

Service Desk, Technical Management,

Application Management  & IT Operations Management

SERVICE STRATEGY:

SERVICE MANAGEMENT

TERMS

PROCESS

(HINT)

Coordinated, value

SERVICE STRATEGY:

SERVICE MANAGEMENT

TERMS

PROCESS

A set of coordinated activities combining and implementing resources and capabilities in order to produce an outcome which creates value for the customer or stakeholder.

SERVICE STRATEGY:

SERVICE MANAGEMENT

Terms

Which item below best reflects a self-contained, specialized organizational unit which has their own body of knowledge, and optimizes their work methods by focusing on outcome.

SERVICE STRATEGY:

SERVICE MANAGEMENT

Terms

Which item below best reflects a self-contained, specialized organizational unit which has their own body of knowledge, and optimizes their work methods by focusing on outcome.

Function

SERVICE STRATEGY:

Service Management

Which of the are true regarding service assets?

    a. The performance potential of customer assets increases as service potential is increased
    b. Increased customer performance potential results in less demand for the scale or scope of a service

SERVICE STRATEGY:

Service Management

Which of the are true regarding service assets?

    a. The performance potential of customer assets increases as service potential is increased
    b. Increased customer performance potential results in less demand for the scale or scope of a service

A

Increased customer performance potential results in more demand, not less, for the scale or scope of a service.

SERVICE STRATEGY:

TERMS

CAPABILITY

(as an adjective)

RESOURCE

(as a noun)

SERVICE STRATEGY:

TERMS

CAPABILITY

The ability of an organization, person, process, applicaton, IT service or other configruration item to carry out an activity.  Capabilities are intangible assets of an organization.

RESOURCE

A generic term that includes IT infrastructure, people, money or anthing else that might help to deliver a IT service.

SERVICE STRATEGY:

Aristotle Publishing has decided to implement a shared services model for their IT infrastructure. In which Lifecycle phase will the shared services team design ask the question "Why do we need this Service?"

SERVICE STRATEGY:

Aristotle Publishing has decided to implement a shared services model for their IT infrastructure. In which Lifecycle phase will the shared services team design ask the question "Why do we need this Service?"

Service Strategy
A major concept developed within the Service Strategy phase is determining how to create service value. This ensures that, before designing a Service, the organization stops to ask why the service is needed

SERVICE TRANSITION:

RELEASE & DEPLOYMENT MANAGEMENT *

Big Bang or Phased

Push and Pull

Automaton vs. Manual

SERVICE TRANSITION

RELEASE & DEPLOYMENT MANAGEMENT *

Big Bang or Phased

Phased- roll out departmentally/ regionally

Push and Pull

Pushed- IT initiated rollout

Pull - Initiated by User

Automaton vs. Manual

Automated - (updates)

Manual - user pulls them down

SERVICE TRANSITION:

Release Policy

The IT management team has developed a Release Policy to govern how all changes to a specific service are to be implemented.

In what Lifecycle Phase is this policy developed?

SERVICE TRANSITION:

Release Policy

The IT management team has developed a Release Policy to govern how all changes to a specific service are to be implemented.

In what Lifecycle Phase is this policy developed?

Service Transition

The Release Policy sets the release guidelines, constraints, and limits for the organization, and is developed in the Service Transition Phase.

SERVICE TRANSITION:

Purpose

Objectives

SERVICE TRANSITION

Purpose

To ensure that new, modified or retired services meet the expectations of the business as documented in the service Strategy and service Design lifecycle.

Objectives

Planning & Managing Changes

Managing Risks, deploy Releases, Set expectations

Ensure business value, Provide Knowledge/information on Services

Scope

Guidance on New or changed services

Service retirement

Transfer of services between providers

SERVICE TRANSITION:

CONFIGURATION MANAGEMENT SYSTEM, (CMS)

SERVICE TRANSITION:

CONFIGURATION MANAGEMENT SYSTEM, (CMS)

is part of overall SKMS and includes tools for collecting, storing, managing, updating, analysing and presenting data about all CIs and their relationships.

maintained by SACM

used by all IT Service Manamgement processes

SERVICE TRANSITION: *

CHANGE MANAGEMENT

Objectives

SERVICE TRANSISTION *

CHANGE MANAGEMENT

Objectives

Ensures all changes are:

Recorded/Evaluated/Authorized/Planned

Tested/Implemented/Documented/Reviewed

SERVICE TRANSITION: *

Seven "Rs" of Change Management

when evaluting a Change Request

SERVICE TRANSITION *

Seven "Rs" of Change Management

when evaluting a Change Request

Who raised the change?

What is the reason for the change

What is the return required

what is the risks involved

What resources are required to deliver the change?

Who is responsible for build, test, and implementation?

What is relationships between this & other changes?

SERVICE TRANSITION: CHANGE MANAGEMENT*

Types of Request & Changes

Sources of Change Requests

SERVICE TRANSITION*

CHANGE MANAGEMENT

Types of Request & Changes
Standard Changes (Pre-Authorized,automated)

Normal Change (Involves CAB)

Emergency Change (involves eCAB)

Sources of Change Requests

Operational Activity User Requests (Service Ops)

Service Portfolio, Service (Service Strategy)

SERVICE TRANSITION: KNOWLEDGE MANAGEMENT

Purpose

Objectives

SERVICE TRANSITION

KNOWLEDGE MANAGEMENT

Purpose

improve quality of management decision making with

relicable and secure knowledge gained from information and data  throughout Service Lifecycle

Objectives for Service Provider

More efficient

Improve QoS, Increase Satisfaction,

Reduce CoS

SERVICE TRANSITION: KNOWLEDGE MANAGEMENT

DIKW MODEL

SERVICE TRANSITION

KNOWLEDGE MANAGEMENT

DIKW MODEL

Data (stored in dBs)

Informaton (who, what, when, where)

Knowledge (How) >experiences, ideas, judgements

Wisdom  (why)    > can not be stored

with increasing context & understanding as you go through DIKW

Service Operation:

Selected Functions

Which of the following items describes Service Desk personnel with low incident handling and high resolution rate?

Service Operation:

Selected Functions

Which of the following items describes Service Desk personnel with low incident handling and high resolution rate?

Technical Skill Level

Low incident handling and high resolution rate is categorized by a Technical Skill Level.

Service Operation:

Selected Functions

An Error Report is an incident which reflects faults OR complaints about the Service. (T/F)

A Service Request is an incident which  involves a failure in the IT infrastructure. (T/F)

Service Operation:

Selected Functions

An Error Report is an incident which reflects faults OR complaints about the Service. (True)

A Service Request is an incident which does not involve a failure in the IT infrastructure.

Service Strategy:

Terms

Processes

What Process is the primary source of demand for services?

Service Strategy:

Terms

Business Processes

 Business processes are the primary source of demand for services. Patterns of business activities (BPA) influence the demand patterns seen by the service providers.

SERVICE STRATEGY:

Service Management

Selected terms

A Procedure vs. Work Instructions

(Hint)

Logic vs. Detail

SERVICE STRATEGY

Service Management

Selected terms

A Procedure vs. Work Instructions

A procedure describes who should carry out logically related activities,

Work instructions define how activities in a procedure should be carried out at a highly detailed level.

SERVICE DESIGN:

Five Aspects

What are 5 aspects of Service Design?

(Hint)

STAMP

SERVICE DESIGN:

Five Aspects

What are 5 aspects of Service Design?

Services......

Technologies

Architeures...

Metrics.........

Processes.....

SERVICE OPERATION:

PROCESS OBJECTIVES

WHAT ARE THE PROCESS OBJECTIVES

OF SERVICE OPERATION

SERVICE OPERATION:

PROCESSES

Incident Management – To restore service as quickly as possible within agreed service levels and minimize

the impact to the business.

Event Management – detect and make sense of events and determine appropriate controls.

Request Fulfillment – provide a channel for users to request and receive standard services.

Problem Management – to prevent problems and resulting incidents from happening and to eliminate

recurring incidents and minimize impact of those that cannot be prevented.

Access Management – granting authorized users the right to use a service and prevent access by nonauthorized users.

SERVICE TRANSITION:

PROCESS OBJECTIVES

WHAT ARE THE PROCESS OBJECTIVES OF

SERVICE TRANSITION

SERVICE TRANSITION:

PROCESS OBJECTIVES

Release and Deployment Management – to create clear, comprehensive release and deployment plans to build, test and deploy change projects into the environment.

Service Asset and Configuration Management – protect the integrity of service assets and configuration items throughout

Change Management- control the lifecycle, respond to business  of all changes.

Change Evaluation - to formally assess an RFC and authorize if rq'd

Transition Planning/Support -

Service Validation/Testing -ensures SVC meetings SDP/& Biz need

Knowledge Management - enable informed Decisions,improves effeciency

SERVICE DESIGN:

PROCESSES

What are the process objectives of Service Design

(HINT)

ISSAC IS Dead?

Information Security Management – provide a focus for all aspects of IT security and manage all IT security activities. To protect the interests of these relying on information.

Service Catalog Management – Create and manage an accurate service catalog.

Service Level Management – negotiate, agree and document service levels and ensure that all operational services and their performance are measured in a consist way.

Availability Management – ensure that the levels of service availability are delivered in all services to match or exceed the current and future agreed needs of the business.

Capacity Management – ensure a cost justifiable IT capacity always exists in all areas of IT and is matched to current and future agreed levels. IT

Service Continuity – ensure that the required IT technical and service facilities can be resumed within required and agreed timescales in the event of a major disruption.

Supplier Management – manage supplier relationship and performance.

Design Coordination - ensure the goals and objectives of the design stage are met

SERVICE STRATEGY:

PROCESSESS

WHAT ARE THE PROCESSES OF

SERVICE STRATEGY

(Hint)

FirSt  DiBS

SERVICE STRATEGY:

PROCESSESS

Financial Management –visibility into the financial aspects of IT SVCs to enhance decision making, operational control & ensure value capture & creation.

Service Portfolio Management – Decide services to offer, understanding why customers should buy them from us & provide direction to design.

Demand Management – understand customer requirements for services & how they vary over the
business cycle & ensure the provision of the service at the appropriate level.
Business Relationship Management - to establish a relationship between the service provider & customer around understanding & meeting business requirements.

Strategy Management for IT Services - to assess the service provider’s offerings, capabilities, competitors as well as current & potential market spaces in order to develop a strategy to serve customers

What process is made up of nine basic activities, including: planning, building and testing, preparing the deployment, Early Life Support; and reviewing and closing?

Service Transition:

Processes

What process is made up of nine basic activities, including: planning, building and testing, preparing the deployment, Early Life Support; and reviewing and closing?

Service Transition:

Processes

What process is made up of nine basic activities, including: planning, building and testing, preparing the deployment, Early Life Support; and reviewing and closing?

SERVICE TRANSITION:

SACM

CMDB vs. CMS

SERVICE TRANSITION:

SACM

CMDB vs. CMS

A Configuration Management Database (CMDB) may contain one or many Configuration Management Systems (CMSs) A Configuration Management System (CMS) may contain one or more Configuration Management Databases (CMDB), but a CMDB may not contain a CMS. All of the other statements are true.

INTRODUCTION to ITIL Foundations:

General Terms

Distinguish between

a User

and a Customer

INTRODUCTION to ITIL Foundations:

General Terms

ITIL defines a customer as a person that negotiates for and procures IT services.

User is a person who uses an IT service on a daily basis.

SERVICE STRATEGY:

Key Aspects

What are the 4 key aspects of

Service Strategy

SERVICE STRATEGY:

Key Aspects

Defining the market,

development of the offer,

development strategic assets,

preparation for implementation

are critical activities for which phase of the Service Lifecycle?

Introduction to ITIL:

Generic Concepts

How quickly a service can be restored to service is a measure of which of the following?

Introduction to ITIL:

Generic Concepts

Maintainability

Maintainability is the measure of how quickly a service can be restored in the event of an outage. It is often reported as mean time to restore service (MTRS) or downtime.

Availability

Ability of a SVC to perform WHEN req'd.

It determined by reliability, maintainability, serviceablility, performance and security

Measuring availability can be done from three perspectives: business, user, and the SVC provider.

SERVICE DESIGN: REQUIREMENTS

REQUIREMENTS

A formal statment of what is needed.

What is the SMART Acronym?

SERVICE DESIGN: REQUIREMENTS

REQUIREMENTS

Every requirement must be SMART (Specific, Measurable, Achievable/ Appropriate, Realistic/ Relevant, and Timely/ time-bound) formulated.