Integrated Process Model - v2

1. Integrated Process Model - v2

2. Gartner Hype Cycle for IT Operations Management, 2007

3. Manage IT from a Business Perspective

4. Use controls to go faster

6. IT Budget Reality

7. Changing Nature of IT in Organizations

8. ITIL 3.0 and Supporting Materials

9. What’s New? • Evolution, not revolution • Lifecycle approach to Services • ITIL v3 includes: • Business service management (BSM) - now defined and recommended • Configuration Management System • Includes CMDB, and now… • Federation, Data collection, Topology, • Knowledge Management • Request Fulfillment • Business Impact Analysis • Access Management • Service Portfolio Management • Service as an Asset that creates value through Utility and Warranty

10. Access/Identity Management

11. What Is a Service? • V2 “A service is one or more IT systems which enable a business process” • V3 “A service is a means of delivering value to customers by facilitating outcomes customers want to achieve without the ownership of specific costs and risks”

12. Service Management • Service Management is a set of specialized organizational capabilities for providing value to customers in the form of services. • Service Management takes the form of a set of Functions and Processes for managing services over their Lifecycle. Service Management is also used as a synonym for IT Service Management.

13. Utility and Warrant

14. The Source of Service Value

15. Service Strategy Objectives

16. Service Strategy

17. Service Design • Pragmatic Service Blueprint • Policies, architecture, portfolios, service models • Effective technology, process and measurement design • Outsource, shared services, co-source models? How to decide and how to do it • The service package of utility, warranty, capability, metrics tree • Triggers for re-design

18. Service Design

19. Service Transition • Managing Change, Risk and Quality Assurance • Newly designed Change, Release and Configuration processes • Risk and quality assurance of design • Managing organization and cultural change during transition • Service knowledge management system • Integrating projects into transition • Creating and selecting transition models

20. Service Transition

21. Service Operation • Responsive, stable services • Robust end-to-end operations practices • Redesigned, Incident and Problem processes • New functions and processes • Event, technology and request management • Influencing strategy, design, transition and improvement • SOA, virtualization, adaptive, agile service operation models

22. Service Operation

23. Continual Service Improvement • Measurements that mean something and Improvements that work • The business case for ROI • Getting past just talking about it • Overall health of ITSM • Portfolio alignment in real-time with business needs • Growth and maturity of SM practice • How to measure, interpret and execute results

24. Continual Service Improvement

25. Quality service delivery depends on integration

26. Service management processes are applied across the new ITIL Service Lifecycle

28. Key links, inputs & outputs of the service lifecycle stages

29. Scope of change and release management for services

30. ITIL V3 Service Management Processes across the Lifecycle

31. Service Strategy

32. Generic Process Elements

33. Process Model

34. Five Aspects of Service Design

35. Service Portfolio

36. Service Catalog

37. Service Catalog (Continued)

40. SLA, OLA, and UC • Service Level Agreements, Operational Level Agreements, and Underpinning Contracts • Service Level Agreement (SLA) • Key service targets and responsibilities of both parties • Operational Level Agreement (OLA) • Internal departments or organizations • Underpinning Contract (UC) • A contract with an external organization

41. UC • An underpinning contract is likely to be structured with the following sections: • The main body containing the commercial and legal clauses • Elements of a service agreement, as described earlier, attached as schedules • Other related documents as schedules, for example: • Security requirements • Business continuity requirements • Mandated technical standards • Migration plans (agreed prescheduled change) • Disclosure agreements

42. SLA Classification Clients/ Users SLAs Availability ITService Providers Reliability OLAs Underpinning Contracts Internal IT units UCs External Service Providers

43. Availability, Reliability, Maintainability, and Serviceability • Availability is the ability of a service, component, or Configuration Item (CI) to perform the agreed upon function when required • Reliability is a measure of how long a service, component, or Configuration Item can perform the agreed upon function without interruption • Maintainability is a measure of how quickly and effectively a service, component, or Configuration Item can be restored to normal working after a failure • Serviceability is the ability of a supplier to meet the terms of their contract

47. Incident Management Process Flow

48. Urgency, Impact, and Priority • Priority • The required sequence of Incident resolution. Priority = Impact x Urgency • Impact • The extent to which an Incident leads to a departure from expected service operations, such as the number of users or CIs affected • Urgency • The required speed of resolving an Incident

49. Priority = Impact x Urgency

50. Problem Management Process