IT INFRASTRUCTURE MANAGEMENT-SERVICE LEVEL

MANAGEMENT

BY

Sharbani Bhattacharya

29 feb’2008

Business Challenges

• Customer Satisfaction (Broad Vision & Goal)• Maintain & Increase Profits• Competition (Neck to Neck) • Qualitative Products, Solutions & Services • Meeting Quantative Targets• Meeting Service Level Agreements • On Demand Changes• Employee Retention • Etc …………………………………..

TIL Defined• Information Technology Infrastructure Library (ITIL)• A library of books describing best practices for IT Service Management

(ITSM)– Not a “standard” – evolving industry best practices

• Describes goals, activities, inputs & outputs of processes• Specific procedures vary from organization to organization• Worldwide de facto approach to IT management• Open approach – not tied to any vendor

ITIL Defined• Information Technology Infrastructure Library

(ITIL)• A library of books describing best practices for

IT Service Management (ITSM)– Not a “standard” – evolving industry best

practices• Describes goals, activities, inputs & outputs of

processes• Specific procedures vary from organization to

organization• Worldwide de facto approach to IT

management• Open approach – not tied to any vendor

ITIL ® is a registered trademark of the OGC (the UK Government's Office of Government Commerce)

Service Support

Service Delivery

ICT Infrastructure Management

Application Management

Security Management

Planning to Implement

Service Management

ITIL

Software Asset Management

ITIL

Service Delivery

• Service Level Management

• Financial Management and Costing

• IT service Continuity Management

• Capacity Management

• Availability Management

Service Support

• Configuration Management

• Service-Desk

• Incident Management

• Problem Management

• Change Management

• Release Management

ITIL (®, the IT Infrastructure Library) is essentially a representation of best practice for IT service management. It comprises a series of books and information which provide guidance on the quality provision of IT services

What is ITIL ?

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Planning to Implement Service ManagementPlanning to Implement Service ManagementPlanning to Implement Service ManagementPlanning to Implement Service Management

IT Service Management

The Business

Perspective

ICT Infrastructure Management (Information &

Communication Technology)

Applications ManagementApplications ManagementApplications ManagementApplications Management

Service Service SupportSupportService Service SupportSupport

Service Service DeliveryDeliveryService Service DeliveryDelivery

Security Security ManagementManagement

Security Security ManagementManagement

Source: OGC

The ITIL Publications Framework

The ITIL disciplines are organizedas

COST:

• Personnel – to man Service Desk (Set-up and ongoing)

• Accommodation – Physical location (Set-up and ongoing)

• Software – Tools (Set-up and ongoing) • Hardware – Infrastructure (Set-up) • Education – Training (Set-up and ongoing) • Procedures – external consultants etc (Set-up)

The ITIL disciplines are organizedas

BENEFITS:

• Improved Customer Service perception and satisfaction • Increased accessibility through a single point of contact,

communication, and information • Better-quality and quicker turnaround of customer requests • Improved teamwork and communication • Enhanced focus and a proactive approach to Service provision • A reduced negative business impact • Better managed infrastructure and control • Improved usage of IT support resources and increased productivity

of business personnel • More meaningful management information to support decisions

ITIL Challenges

ITIL – Process approach

Service Level Management

It receives input from the Service Support processes (incident, problem, change management) and provides information used by all Service Delivery processes.

The objective of the Service Level Management process

• To manage and maintain the quality of IT services delivered to customers. The process also seeks to improve on the quality of service delivered to customers by reviewing the level of performance achieved by the IT Service Desk.

To achieve ITIL objectives

• Agreeing

• Monitoring

• Reporting

On IT service level performance

Three types of agreements with customers

• Service Level Agreements (SLAs) – agreements between the customer and the Service Desk on the level of service provision delivered to the customer

• Operational Level Agreements (OLAs) – agreements made between internal IT departments of an organization (e.g., Network Management and IT Operations

• Underpinning Contracts (UCs) – contracts between the Service Desk and an external supplier.

Service level agreement one can expect to see

• Service description – The service description details the key business functions and deliverables, and information to describe the service and its scale, impact, and priority for the business. It also includes signatory details.

• Service hours – Service hours list the hours that customers can expect the service to be available.

• Service availability – Service availability is all about the targeted levels the IT organization will deliver within the agreed-upon service hours.

• Support levels – Support levels explain how to reach out to the service desk, the hours the service desk is open, and what the process is to receive help after hours.

• Performance – The performance point provides the expected responsive of the IT service, such as workstation response times, details of expected service, and the threshold of unacceptable service.

• Functionality – The functionality section specifically details how many errors of a specific category can be tolerated before calling a breach of service.

• Charges – The charges component clearly revels any charging formulas or costs for the service. • Continuity – Continuity refers to continuity of operations planning with references to the disaster

recovery plan, specifying how the service will be provided and estimated recovery time. • Security – Security lists the procedures and protocols surrounding security of IT services as well

as the measures needed to assure that security. • Changes – The changes section list the organizational change management policies and

procedures and how to properly follow these procedures.

Service Level Management activities

• Identifying business requirements by working with business units • Establishing the scope of services, timeliness, hours of operation,

recovery aspects, and service performance • Translating business requirements into IT requirements • Developing and maintaining a service catalog, including costs for

different tiers of service performance • Performing gap analysis between business requirements and

available services. • Determining the costs related to services such that service goals

satisfy business needs at a price the business can afford • Drafting, negotiating and refining SLAs with the business units,

ensuring business requirements are met and agreement from all parties involved

• Implementing SLAs • Measuring SLA performance, reporting results and adjusting as

necessary

The Service Level Management process involves the following five

stages:

• Negotiation

• Finalizing

• Monitoring

• Reporting

• Reviewing

• Negotiation – The negotiating phase is where the IT service provide and customer collaborate to ascertain SMART service levels. SMART refers to Specific, Measurable, Agreed to, Realistic, and within a Time Frame. This collaboration is cyclical as both parties work to refine according to the customer’s needs.

• Finalizing – In the Finalizing Phase, the Service Level Agreement is completed along with any other sustaining and supporting agreements.

• Monitoring – In the monitoring phase, service quality is measured by the SLA’s defined service targets. Service targets refer to the agreed-upon levels of service. Any variances need to have an action plan of how to correct and resolve them before the business is adversely affected.

• Reporting – In the reporting phase, Reports are generated that compare the agreed-upon service levels with baseline service levels. These reports are the basis for continual service improvement.

• Reviewing – In the review phase, a comprehensive enterprise wide review of service quality is provided. Problems are brought into the light of the examinations and lessons from the problems and issues are shared and hopefully learned.

• ITIL Service Strategy PrinciplesThe documented principles cover• Value Creation• Service Provider Types• Service Assets• Service Structures• Service Strategy FundamentalsApproximate ver2 process cross reference (caution): Financial Management.

The five core components of Service Level Management

• Service Strategy

• Service Design

• Service Transition

• Service Operation

• Continual Service Improvement

Service Strategy

Service Strategy deals with the strategic management approach in respect of IT Service Management; strategic analysis, planning, positioning, and implementation relating to service models, strategies, and strategic objectives.

• ITIL Service Strategy PrinciplesThe documented principles cover• Value Creation• Service Provider Types• Service Assets• Service Structures• Service Strategy

•FundamentalsApproximate ver2 process cross reference (caution): Financial Management.

Service Design

Service Design translates strategic plans and objectives and creates the designs and specifications for execution through service transition and operations.

• ITIL Service Design Principles• The documented principles cover• • Business Change Process

• Balanced Design• Design Constraints• Design Activities• Design Aspects• Subsequent Design Activities• Service Oriented Architecture• Business Service management• Service Design Models

•Approx (very) v2 process cross reference (caution): Availability Management, Capacity Management, IT Service Continuity Management

Service Transition

Service Transition provides guidance on the service design and implementation, ensuring that the service delivers the intended strategy and that it can be operated and maintained effectively.

• ITIL Service Transition Principles

• The documented principles cover

• • Service Utilities• Service Warranties

• Approx (very) v2 process cross reference (caution): Change Management, Configuration Management, Release Management

Service Operation

Service Operation provides guidance on the management of a service through its day-to-day production life. It also provides guidance on supporting operations by means of new models and architectures such as shared services, utility computing, web services, and mobile commerce.

• ITIL Service Operation Principles• The documented principles cover• • Functions, Groups, Teams, Departments and Divisions

• Providing Service• Achieving Balance in Service Operation• Operation Staff involvement in Design/Transition• Operational Health• Documentation• Communication

• Approx (very) version 2 process cross reference (we urge caution): Incident Management, Problem Management, Service/Help Desk

Continual Service Improvement

• Continual Service Improvement provides guidance on the measurement of service performance through the service life-cycle, suggesting improvements to ensure that a service delivers the maximum benefit.

• ITIL Continual Service Improvement Principles• The documented principles cover• • Continual Service Improvement and Organizational

Change• External and Internal Drivers• Ownership• SLM• The Deming Cycle• Knowledge Management• Service management and improvement• Benchmarks

References

• OGC• ITIL ToolKit• EBook• Prashant Pokarnaa- ITIL Certification at

GCET FDP Program• www.itsmf.com• ITIL essential study guide• www.google.com

VOTE OF THANKS TO ALL