it service management for business process n.
Download
Skip this Video
Loading SlideShow in 5 Seconds..
IT SERVICE MANAGEMENT for BUSINESS PROCESS PowerPoint Presentation
Download Presentation
IT SERVICE MANAGEMENT for BUSINESS PROCESS

Loading in 2 Seconds...

play fullscreen
1 / 86

IT SERVICE MANAGEMENT for BUSINESS PROCESS - PowerPoint PPT Presentation


  • 180 Views
  • Uploaded on

IT SERVICE MANAGEMENT for BUSINESS PROCESS. Scope of Module 8. ITIL Framework IT Service Life Cycle IT Service Strategy Service Planning Service Design and Operations Service Metrics. EVOLUTION OF ITIL. ITIL - Information Technology Infrastructure Library History

loader
I am the owner, or an agent authorized to act on behalf of the owner, of the copyrighted work described.
capcha
Download Presentation

IT SERVICE MANAGEMENT for BUSINESS PROCESS


An Image/Link below is provided (as is) to download presentation

Download Policy: Content on the Website is provided to you AS IS for your information and personal use and may not be sold / licensed / shared on other websites without getting consent from its author.While downloading, if for some reason you are not able to download a presentation, the publisher may have deleted the file from their server.


- - - - - - - - - - - - - - - - - - - - - - - - - - E N D - - - - - - - - - - - - - - - - - - - - - - - - - -
    Presentation Transcript
    1. IT SERVICE MANAGEMENT for BUSINESS PROCESS

    2. Scope of Module 8 • ITIL Framework • IT Service Life Cycle • IT Service Strategy • Service Planning • Service Design and Operations • Service Metrics

    3. EVOLUTION OF ITIL • ITIL - Information Technology Infrastructure Library • History • Originally created in late 80s by the UK government • Now truly global and applicable to all IT Services • Focus on process and roles rather than organisation • Version 1 in 1991- focused on UK Government • Version 2 in 2000 - Industry wide and took into account changes in technology • Version 3 in June 2007 – Life Cycle Approach • OGC • Office of Government Commerce – UK Treasury ministry • ITSMF • The driver behind all things ITIL taken over from OGC • Global • USA, Canada, Mexico, Argentina, and Brazil - Americas • Australia, India, Singapore - Asia Pacific • Denmark, France, Germany, Netherlands, Sweden, UK - EMEA

    4. ITIL … • Is a collection of books which contain recommendations & suggestions to improve provision of IT Services • Not a standard but a Best Practices Framework • Needs to be adopted and/or adapted

    5. Benefits of ITIL framework:- • increased user and customer satisfaction with IT services • improved service availability, directly leading to increased business profits and revenue • financial savings from reduced rework, lost time, improved resource management and usage • improved time to market for new products and services • improved decision making and optimized risk.

    6. Standards based on ITIL BS 15000 ISO 20000 ITIL • BS15000 the first standard derived from ITIL • ISO 20000: ISO standard derived from ITIL

    7. SERVICE LIFE CYCLE APPROACH

    8. The Four P’s • The implementation of ITIL as a practice is about preparing and planning the effective use of The Four Ps: • People • Processes • Products • Partners

    9. FOCUS AREAS

    10. STORY TIME

    11. ITIL describes processes, procedures, tasks and checklists that are not organization-specific, used by an organization for establishing integration with the organization's strategy, delivering value and maintaining a minimum level of competency. It allows the organization to establish a baseline from which it can plan, implement and measure. It is used to demonstrate compliance and to measure improvement. The Five Volumes : ITIL Service Strategy ITIL Service Design ITIL Service Transition ITIL Service Operation ITIL Continual Service Improvement

    12. 1. SERVICE STRATEGY

    13. ACTIVITIES OF SERVICE STRATEGY • Identify market & define your target area • Decide what services you want to offer & who can be the potential customers • Develop your service offerings • Build on/improve your services • Develop strategic assets • Develop new services • Help clarify the relationships between different services, processes, strategies etc.

    14. SERVICE STRATEGY • 1.Demand Management • 2.Service Portfolio Management • 3.Financial Management

    15. SERVICE STRATEGY 1 OF 3 DEMAND MANAGEMENT

    16. Simply Speaking Demand Management = Know your customer and then identify his / her requirements

    17. OBJECTIVES • To understand customer’s current requirements • Trend of requirements over a period/business cycle • Match the customer’s expectations with organization's capabilities of providing services • Ensure Warranty & Utility are in alignment with customer’s needs

    18. SERVICE STRATEGY 2 OF 3 SERVICE PORTFOLIO MANAGEMENT

    19. Simply Speaking • SPM = How to bundle/package the services

    20. OBJECTIVES • Plan for services you can offer • Record of all the services including current, expired & in Pipeline • Provide information/guidance to Service Design

    21. SERVICE STRATEGY 3 OF 3 FINANCIALMANAGEMENT

    22. Simply Speaking • Financial Management = Getting the Deal ($$$) right

    23. OBJECTIVES • To serve as strategic tool to align IT services with Financial Decisions • To balance the Cost & Price as appropriate • Accounting for IT Services • Facilitate Accurate Budgeting • Finalize Financial Policies (e.g. Charging) • Financial Review & Control

    24. COST VS PRICE • Cost = Actual Expenditure of providing IT Services • Price = The amount at which one Sells IT Services • Hence Price – Cost = Profit

    25. 2. SERVICE DESIGN

    26. ACTIVITIES • Design services to meet Business Objectives • Design Secure & Resilient IT Infrastructure • Identify, remove the risks from the services before they go live • Create & maintain IT plans, policies, technical & process framework (Design tool ensures standards are adhered to) • Design measurement methods & metrics for assessing effectiveness of processes • Design Effective & efficient processes for design, transition & operation phases • Scope includes new services & improvements as may be needed over a service lifecycle

    27. SERVICE DESIGN • Service Catalog Management • Service Level Management • Availability Management • Capacity Management • Supplier Management • Information Security Management • Service Continuity Management

    28. SERVICE DESIGN 1 OF 7 SERVICE CATALOG MANAGEMENT

    29. Simply Speaking • Service Catalogue Management = Services Ready to Use

    30. OBJECTIVES • Create & Manage Service Catalog • Keep Service Catalog Up to Date with latest information • Continual Improvement in Management of Service Catalog

    31. SERVICE DESIGN 2 OF 7 SERVICE LEVEL MANAGEMENT

    32. Simply Speaking Service Level Management = Negotiate & Agree Service Levels with client

    33. OBJECTIVES • To Negotiate, Agree & Document the Service Levels • To balance the customer expectations & organization’s capabilities • To measure, report & continually maintain/improve service level • To manage the performance as per agreed service levels • To manage the customer relationship

    34. ELEMENTS OF SLA • Service Scope and description • Service hours • Measures of availability and reliability • Support details – who to contact, when and how • Respond and fix times • Deliverables and time scales • Change approval and implementation • Reference to IT Service Continuity Plan • Signatories • Responsibilities of both parties • Review process • Glossary of terms

    35. SLA,OLA,UC Customer SLA Organization Management OLA Org’s Internal Teams UC Vendors

    36. SERVICE DESIGN 3 OF 7 AVAILABILITY MANAGEMENT

    37. Simply Speaking Availability Management = Ensure IT is working as agreed

    38. OBJECTIVES • To ensure agreed Availability Level is met or exceeded • The Availability Management process plays an important role in ensuring that a defined level of IT services is continuously accessible to customers, in a cost-effective manner • Continually Optimize & Improve the availability by preparing Availability Plan

    39. AVAILABILITY • The ability of a service, component or configuration item to perform it’s agreed & expected function when required • Usually expressed as Percentage Availability= (AST-DT) X 100 ----------------- AST AST = Agreed Service Time DT = Downtime

    40. Availability Metrics MTRS- Mean Time to Restore Service (Down Time) = Relates to Maintainability (Also has an element of Serviceability) Time Restoration Detection Repair Recover Diagnosis Incident Occurred Incident Occurred MTBF- Mean Time Between Failures(Uptime) = Availability MTBSI – Mean Time Between system Incidents = RELIABILITY

    41. SERVICE DESIGN 4 OF 7 CAPACITY MANAGEMENT

    42. Simply Speaking Capacity Management = Ensure IT is sized in optimum & cost effective manner

    43. OBJECTIVES • Provide the required IT Infrastructure in a cost effective manner while also meeting it’s requirements • Ensure optimum utilization of IT infrastructure • Work on current & future needs • Produce & regularly upgrade Capacity Plan

    44. SERVICE DESIGN 5 OF 7 SUPPLIER MANAGEMENT

    45. Simply Speaking Supplier Management = Manage Supplier Relationship & Performance

    46. OBJECTIVES • Manage supplier relationship & performance • Ensure the Right & Relevant contracts with supplier • Manage the contracts throughout their lifecycle • Create & maintain Supplier Policy, List & Contracts Database

    47. Supplier Selection Requirement of 3rd party supplier Request Supplier Responses Update supplier’s records Manage Suppliers SCD Select Suppliers Analyze Supplier Capabilities Contract with Supplier (UC) Supplier provides Services

    48. Supplier – Contracts Database (SCD) Contracts categorization According to Types of services, Owner, expiry date, value etc. Contracts Modification/Termination Supplier’s performance Against contract terms Supplier Contracts Database Fresh/Renewed Contracts Organization’s Supplier Policy & Strategy Records of Past/Expired Contracts Existing Contracts

    49. SERVICE DESIGN 6 OF 7 INFORMATION SECURITY MANAGEMENT