7. Agenda 3 Service Lifecycle 1 Introduction to ITIL Concepts 2 Key Concepts 4 Key Principles, Models, and Process 5 Questions and Answers ( Q & A) Introduction Concept Lifecycle Model s Q & A
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11. IT Service Management Is All About… People Process Product/ Technology Partners Introduction Concept Lifecycle Model s Q & A
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13. Customer and User: The one who ‘ pays ’ for the service The one who ‘ uses ’ the service Customer User Introduction Concept Lifecycle Model s Q & A
21. A Process Model Process Inputs Process Outputs Process Owner Process Objectives Process Documentation Process Feedback Process Activities Process Procedures Process Metrics Process work Instructions Process Roles Process Improvements Process Resources Process Capabilities Process Control Process Enablers Including Process Reports & reviews Triggers Introduction Concept Lifecycle Model s Q & A
22. Process driven Approach Process Inputs Outputs Step 1 Step 2 Step 3 Step n Department 1 Department 2 Department 3 Step 1 Step 2 Step 3 Step 4 Outputs Inputs Introduction Concept Lifecycle Model s Q & A
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27. Agenda 3 Service Life Cycle 1 Introduction to ITIL Concepts 2 Key Concept 4 Key Principles, Models, and Process 5 Questions and Answers ( Q & A) Introduction Concept Lifecycle Model s Q & A
37. Agenda 3 Service Life Cycle 1 Introduction to ITIL Concepts 2 Key Concepts 4 Key Models, and Processes 5 Questions and Answers ( Q & A) Introduction Concept Lifecycle Models Q & A
38. Organization Framework, Models, and Standard of Systems and Asset Resources Capabilities Quality Management System Information Security Management System Infrastructure Management System Other Management System Assets Systems ISO 9001 ISO 27001 ISO 20000 Other relevant Auditing standards Compliance Standards ITIL Processes and Functions pertaining to IT Services Capability Maturity Model (Levels) Continual Improvement – Six Sigma Methodologies IT Framework Maturity Model Optimization methodology Organization
40. External Internal Service Provider Customer IT Services Service Provider (Internal IT department) IT Services Customer Business Services IT Service management Service Management - Scenarios Introduction Concept Lifecycle Models Q & A
41. Types of Service Providers Introduction Concept Lifecycle Models Q & A
43. Service Delivery Strategies Strategy Features In-sourcing All parts internal Out-sourcing External resources for specific and defined areas (e.g. Contract cleaners) Co-Sourcing Mixture of internal and external resources Knowledge Process Outsourcing (domain-based business expertise) Outsourcing of particular processes, with additional expertise from provider Application Outsourcing External hosting on shared computers – applications on demand (e.g. Survey Monkey, Meet-o-matic) Business Process Outsourcing Outsourcing of specific processes e.g. HR, Library Circulation, Payroll Partnership/Multi-sourcing Sharing service provision over the lifecycle with two or more organisations (e.g. Shared IT Corpus/Oriel) Introduction Concept Lifecycle Models Q & A
44. Risk Management and Analysis. Define A Framework Identify The Risk Identify Probable Risk Owners Evaluate The Risk Set Acceptable Levels Of Risk Define A Framework Implement Responses Gain Assurances About Effectiveness Embed And Review Risk Management Risk Analysis Introduction Concept Lifecycle Models Q & A
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46. Plan, Do, Check, Act Model Business Requirements Customer Requirements Request For A New Or Changed Services Other Process, Business, Supplier, Customer Other Teams, E.G. Security Manage Services Business Results Customer Satisfaction New Or Changed Service Management Responsibility Plan Plan Service Management & Services Act Continuous Improvement Do Implement & Run Service Management & Service Check Monitor, Measure & Review Other Process, Business, Supplier, Customer Team & People Satisfaction Introduction Concept Lifecycle Models Q & A
51. Thank you for your attention ! Your questions and comments are most welcome ! Introduction Concept Lifecycle Models Q & A
Editor's Notes
Detailed QMS Training 15th April '03 P&Q - Mumbai It is very important to establish the definition of the Service within the context of the organization. To achieve alignment with the business objectives and to partner with the business, the service should be defined considering the customer/user perspective. This is far different from the traditional IT view of treating IT systems as the IT services. This question is not as easy to answer as it may first appear, and many organizations have failed to come up with a clear definition in an IT context. IT staff often confuse a ‘service’ as perceived by the user/customer with an IT system. In many cases one ‘service’ can be made up of other ‘services’ (and so on) which are themselves made up of one or more IT systems within an overall Infrastructure including operations, networks, applications, etc. A good starting point is often to ask customers/users which IT Services they use and how those services map onto their business processes. Customers often have a greater clarity of what they believe a service to be.
Detailed QMS Training 15th April '03 P&Q - Mumbai Organizations are increasingly dependent upon IT to satisfy their corporate aims and meet their business needs. This growing dependency leads to growing needs for quality IT services – quality that is matched to business needs and user requirements as they emerge. This is true no matter what type or size of organization, be it national government, a multinational conglomerate, a decentralized office with either a local or centralized IT provision, an outsourced service provider, or a single office environment with one person providing IT support. In each case there is the requirement to provide an economical service that is reliable, consistent and of the highest quality. The three Key objectives of Service Management are: To align it services with the current and future needs of the business/customer. To improve the quality of the IT service delivered. To reduce the long-term cost of service provision. IT Service Management is concerned with delivering and supporting IT services that are appropriate to the business requirements of the organization.
Detailed QMS Training 15th April '03 P&Q - Mumbai Effective management of IT services should address all the Four aspects: People Process Technology ( or Products) Partners Many organizations didn’t achieve effectiveness in Service management due to increased focus on technology and lack of focus on the other two areas. Now it is apparent that to have effective IT Services in alignment with the business, there should be equal focus on all these three aspects. The People aspect in service management should adhere the roles and responsibilities ( both functional as well as process roles), skills, trainings etc. The processes within service management should align quality frameworks and global best practices.
Detailed QMS Training 15th April '03 P&Q - Mumbai From the basic principle of ITSM, the framework is oriented towards bringing a better alignment between IT and Business. It promotes the transitioning of IT from the traditional technology and operations focus to Service focus. The Process oriented approach brought in by ITSM removes people dependencies and ensures a higher quality of service consistently. IT Services can be benchmarked in terms of quality, cost, efficiency, and satisfaction periodically. Service cost can be planned and managed effectively based on the established processes. Business and the customer gets a better service visibility of the services and the service performance on the basis of Service Level Agreements. Enhance IT management maturity level with an integrated process models. Provides a roadmap for reduced long term costs in development and delivery of IT services. Through effective, multi-level risk management measures (change, availability, continuity and security), ITSM ensures that risks of not being able to meet the business objectives are minimized. The ability to absorb a high rate of change which are necessitated by ever changing business scenarios and growth. IT staff are provided with best practice guidance to perform well in their respective roles.
Detailed QMS Training 15th April '03 P&Q - Mumbai Traditionally, the terms customer and user are often used interchangeably. But for effective management of IT services, there is a need for distinguishing the person or persons funding the service and the people who uses the services. To avoid confusion regarding roles and terminology, the terms ‘Customer’ and ‘User’ are used throughout ITIL to differentiate between those people (generally senior managers) who commission, pay for and own the IT Services (the Customers) and those people who use the services on a day-to-day basis (the Users). Customer is the one who pays for the service. User is the one who uses he service. These need to be looked upon as roles and not as people. For example, the same person who acts as the customer for a service while he does the decision making etc, will be treated as user when he is using the same service.
Detailed QMS Training 15th April '03 P&Q - Mumbai A process can be defined as: a connected series of actions, activities, changes etc, performed by agents with the intent of satisfying a purpose or achieving a goal. Each process has a clear objective. To reach that objective the process is broken down into a series of tasks. For each task, there will be Inputs and Outputs The output produced by a process has to conform to operational norms that are derived from business objectives. If products conform to the set norm, the process can be considered effective (because it can be repeated, measured and managed). If the activities are carried out with a minimum effort, the process can also be considered efficient . Since processes and their activities run through an organization, they should be mapped and coordinated by process managers.
Detailed QMS Training 15th April '03 P&Q - Mumbai The IT service management context is applicable to two scenarios: a) An IT Service provider providing services to external customers b) An internal IT department providing IT services to the business and entire organization In the second case, the customers and users for IT is internal.
Detailed QMS Training 15th April '03 P&Q - Mumbai The Service Management within ITIL is divided into two modules- Service Support Service Delivery The Service Support module focuses on the day-to-day operational processes within IT Service management covered through 5 processes and one function. Service Desk (function) Incident Management Problem management Change Management Configuration Management Release Management The Service Delivery Module focus on the Planning, long term aspects of Service management, covered through 5 processes: Service Level Management Availability Management Capacity management IT Service Continuity Management Financial Management
