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Service Management

Concept

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• Service meaning is delivering value to Customers by facilitating Outcomes that Customers want to achieve without the ownership of specific Costs and Risks.

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Service

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• Outcomes meaning is the result of carrying out an Activity, following a Process; delivering an Service.

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Outcomes

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• 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 the outputs.

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Process

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• 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. 

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Service Management

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• Service Management System is usually a complex "system" of manual and automated processes that are used to manage a Service over its lifetime.

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Service Management System

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• 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.

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Service Life Cycle

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Why Service Management ???

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• 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”)

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Service Management – Why ???

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• This is where SM comes in. An SM approach to Technical management facilitates tighter Technical/customer alignment by providing Technological and its customers with the ability to:– Define Technical deliverables in terms of Services,

expressed in the customers’ and users’ language– Define how those Services will be delivered to the

users, in terms of functionality, availability, capacity, security, support, disaster recovery, change management and other dimensions of managing the service

– Understand the business impact when an Service fails– Prioritize Technical activities based on that impact

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Service Management – Why ???

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Service Life Cycle

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• ITIL is the best practices of IT solution and the body of knowledge representing how organizations are dealing with the challenges of managing IT.

•  ITIL processes are grouped into five stages of the service lifecycle:– Service Strategy ( SS )– Service Design ( SD )– Service Transition ( ST ) – Service Operation ( SO ) – Continual Service Improvement ( CSI ).

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ITIL

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Service Strategy

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• Define the overall goals the service provider should pursue in its development, and to identify what services will be offered to what customers or customer segments

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Service Strategy

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• 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 to serve customers

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Service Strategy Processes

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• Demand ManagementTo understand, anticipate and influence customer demand for services. 

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Service Strategy Processes

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• Service Portfolio ManagementTo 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.

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Service Strategy Processes

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• Financial Management for IT Services

To manage the service provider's budgeting, accounting and charging requirements.

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Service Strategy Processes

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• Business Relationship Management

To maintain a positive relationship with customers.

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Service Strategy Processes

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Service Design

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• To design new IT services, as well as changes and improvements to existing ones.

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Service Design

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• Design CoordinationTo coordinate all service design activities, processes and resources. And ensures the consistent and effective design of new or changed IT services.

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Service Design Processes

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• Service Catalogue ManagementTo ensure that a Service Catalogue is produced and maintained, containing accurate information on all operational services and those being prepared to be run operationally.

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Service Design Processes

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• Service Level ManagementTo negotiate Service Level Agreements with the customers and to design services in accordance with the agreed service level targets.– SLA– OLA– UC– SLR– SAC

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Service Design Processes

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• Risk ManagementTo identify, assess and control risks.

• Compliance ManagementTo ensure IT services, processes and systems comply with enterprise policies and legal requirements.

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Service Design Processes

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• Capacity ManagementTo ensure that the capacity of IT services and the IT infrastructure is able to deliver the agreed service level targets in a cost effective and timely manner.

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Service Design Processes

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• Availability ManagementTo define, analyze, plan, measure and improve all aspects of the availability of IT services.

• Information Security ManagementTo ensure the confidentiality, integrity and availability of an organization's information, data and IT services.

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Service Design Processes

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• Architecture ManagementTo define a blueprint for the future development of the technological landscape, taking into account the service strategy and newly available technologies.

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Service Design Processes

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• Supplier ManagementTo ensure that all contracts with suppliers support the needs of the business, and that all suppliers meet their contractual commitments.

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Service Design Processes

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• IT Service Continuity ManagementTo 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.

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Service Design Processes

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Service Transition

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• To build and deploy IT services and makes sure that changes to services and Service Management processes are carried out in a coordinated way.

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Service Transition

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• Change ManagementTo control the lifecycle of all Changes through enable beneficial Changes to be made, with minimum disruption to IT services.• Change EvaluationTo assess major Changes, before those Changes are allowed to proceed to the next phase in their lifecycle.

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Service Transition Processes

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• Project Management (Transition Planning and Support)

To plan and coordinate the resources to deploy a major Release within the predicted cost, time and quality estimates.• Application DevelopmentTo make available applications and systems which provide the required functionality for IT services. 

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Service Transition Processes

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• Release and Deployment ManagementTo plan, schedule and control the movement of releases to test and live environments.

• Service Validation and TestingTo ensure that deployed Releases and the resulting services meet customer expectations, and to verify that IT operations is able to support the new service.  

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Service Transition Processes

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• Service Asset and Configuration Management

To maintain information about Configuration Items required to deliver an IT service, including their relationships.

• Knowledge ManagementTo gather, analyze, store and share knowledge and information within an organization.  

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Service Transition Processes

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Service Operation

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• 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 well as carrying out routine operational.

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Service Operation

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• Event ManagementTo make sure CIs and services are constantly monitored, and to filter and categorize Events in order to decide on appropriate actions.

• Incident ManagementTo manage the lifecycle of all Incidents.  

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Service Operation Processes

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• Request FulfilmentTo fulfill Service Requests, which in most cases are minor (standard) Changes or requests for information.

• Access ManagementTo grant authorized users the right to use a service, while preventing access to non-authorized users.  

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Service Operation Processes

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• Problem ManagementTo manage the lifecycle of all Problems.

• IT Operations ControlTo monitor and control the IT services and their underlying infrastructure.  

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Service Operation Processes

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• Facilities ManagementTo 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 environmental monitoring.

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Service Operation Processes

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Continual Service Improvement

CSI

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• 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.

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Continual Service Improvement - CSI

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• Service ReviewTo review business services and infrastructure services on a regular basis.

• Process EvaluationTo evaluate processes on a regular basis.   

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CSI Processes

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• Definition of CSI InitiativesTo define specific initiatives aimed at improving services and processes, based on the results of service reviews and process evaluations.

• Monitoring of CSI InitiativesTo verify if improvement initiatives are proceeding according to plan, and to introduce corrective measures where necessary.   

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CSI Processes

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Benefits of using ITIL

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• ITIL is proven and used worldwide• Improved customer satisfaction and

relationships• Better reliability and quality of service• Optimization of service delivery across

the supply chain– Reduce support costs by 30%– Increase incidents fixed at first call by 20%– Increased value from service portfolio, with reduced cost and

risk

• Competitive advantage through value creation and agile change

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Benefits

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Resistance to ITIL Improvement

Initiatives

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• No management commitment• ITIL is the objective not what it should

achieve • Plan, Do, Stop......No continual

improvement focus• IT thinks it doesn't need to understand

the business to make a business case • Unable to specify the VALUE required by

the business• Everything has the highest priority

according to the users50

Resistance

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