itil

ITIL & eHealthAn Introduction to Information Technology

Infrastructures Library

Course Objectives

Provide a high level overview of ITILIntroduce basic terminology & concepts

Course Outline

IntroductionService LifecycleService StrategyService DesignService TransitionService OperationContinual Service ImprovementReview

Miscellaneous

3 hoursOne breakWashroomsCoffeeCell phonesHandout

INTRODUCTION

ITIL - What, Why & Where

The Information Technology Infrastructure Library (ITIL) is a set of concepts & policies for managing information technology, infrastructure, development & operations

ITIL® is the most widely accepted approach to IT service management in the world ITIL provides a cohesive set of best practice, drawn

from the public & private sectors internationally

http://www.itil-officialsite.com/home/home.asp

The Library

ITIL is a set of books1st published by the UK gov’t in the late

1980’sPublicly available & now universally acceptedV1, V2, V3

A best practice frameworkAn approach that has been provenNot a recipe

Where Does Best Practice Fit?

Standard

Best Practice

Applied Framework

Organizational Policies, Process, Practices & Procedures

LOVEM

What should we do?

How should we do itin a particular

context?

How should we do it in

our organization

?

How should we do it?

BS 15000/ISO20000

ITIL, PRINCE2

“Most companies have good people, the companies that win in the long term have the best practices”Peter Drucker(“Father of Modern Management”)

The Need for ITIL

ITIL evolved to solve issues such asLengthy support wait timesUnreliable application availabilityBreak-change-break cycleInconsistent & unreactive customer supportOver-promising & under-deliveringCurrent resources failing to meet business demands & too expensive

Value of ITIL

BusinessStrategic alignmentDerive greater value – ROI

ManagementClarifies services & expectationProvides a base line to measure services

StaffUnderstand roles & accountabilitiesClarifies priorities

Increased customer satisfactionImproved service availabilityLeads to increased business profits &

revenue

Financial savingsReduced rework & lost time Improved resource management & usage

Improved time to market for new servicesImproved decision makingCommon & consistent language

Why Should eHealth Adopt ITIL?

Preparing for the Future

In the next 10 years, it is projected that more than ½ of business expenses will be IT relatedCompanies that gain control of these expenses will have a competitive advantage

ITIL Success Stories

Rogers in TorontoBank of MontrealJohnson & Johnson PharmaceuticalsSafewayBest Buy / Future Shop

Complementary Practices

CMMI (Capability Maturity Model Integration)PRINCE2 (Projects in Controlled Environments)Six SigmaISO/IEC 20000COBITOthers…

ITIL V3 Certification

ITIL Certification & eHealth

eHealth has promoted the ITIL Foundation program & certificationeHealth will cover the cost of the Foundation examRequires Manager approvalForward approval to

[email protected] will schedule the exam

Exam prep courses are available onlineExample: http://www.bwyze.mindmuze.com/Cost NOT covered by eHealth

mailto:[email protected]

http://www.bwyze.mindmuze.com/

ITIL & eHealth

eHealth is committed to the implementation of ITIL best practices Senior management has declared ITIL a priority practiceITIL is a journey & over the next few years we will design & apply, then maintain best practicesAlthough some processes have been in place for some time, the near future will bring significant change that will impact many of us

ITIL & eHealth (continued)

A new position has been created for ITIL process implementationeHealth employees to receive ITIL trainingMinimum 1/2 day overview

ITIL & You

Area specific questions may be directed to your manager

SERVICE LIFECYCLE

Lifecycle Overview

Service

A means of delivering value to customers by facilitating outcomes customers want to achieve without the ownership of specific costs & risks

Examples of eHealth Services

Service DeskWork Order ManagementTech ServicesDatabase AdministrationAccount ManagementDesktop ManagementApplication DevelopmentTraining

IT Service Management

A set of specialized organizational capabilities for providing VALUE to customers in the form of services

ResourcesResources Valuable Services

Service Lifecycle

ITIL V3 focuses on the way that service management components are linkedThe Service Lifecycle is a model that illustrates these components & the relationships between them5 stages in the lifecycle

Lifecycle Overview

The Five Stages

Service StrategyService Strategy

Service DesignService Design

Service TransitionService Transition

Service OperationService Operation

Con

tin

ual S

erv

ice I

mp

rovem

en

tC

on

tin

ual S

erv

ice I

mp

rovem

en

t

Policy making &setting objectives

Adjustment &change

Learning &improving

Stages Analogy – New Hospital

Stages Analogy

SERVICE STRATEGY

Initial planningWill there be a demand for this service?How will it be funded?Where will it be located?What is the time frame?Who will build it?


Stages Analogy

SERVICE DESIGN

What will the capacity be?What services will be offered?What are the associated costs?What service levels will needto be met?What supplier agreementsneed to be place?


Stages Analogy

SERVICE TRANSITION

Construction phaseHow will traffic be diverted?How will changes be communicated to the public & other stakeholders?What determines when the hospitalis ready?


Stages Analogy

SERVICE OPERATION

Day to day activity of the hospitalAvailability for patientsStaffingCustomer serviceBilling


Stages Analogy

CONTINUAL SERVICE IMPROVEMENT

Analyze reportsWhich areas need improvement?Implement corrective actions


Process

A structured set of activities designed to accomplish a specific objectiveTransforms inputs into outputs

InputsInputs Activities OutputsOutputs

Process

Process Characteristics

Measurable – performance driven; cost, quality, duration, productivityDeliver a specific result that is individually identifiable & measurableDeliver results to a customer or stakeholder (internal or external)Respond to a specific event – traceable to a single trigger

Processes & People

People can play multiple roles within various processes while having one job

Process AProcess A

Process BProcess B

Process CProcess C

Each process in the ITIL lifecycle has one Process Owner

Review

a) Service Designb) Service Optimizationc) Service Transitiond) Continual Service Improvement

Which is NOT a stage in the Service Lifecycle?

Review

a) Best practiceb) Standardc) Processd) Policy

ITIL is best described as a:

Review

a) They are measurable.b) They support external Customers.c) They eliminate the impact of a

Problem.d) They are specific to a particular job.

Which statement is true for ALL processes?

Review

a) They deliver costs to Customers.b) They deliver change to Customers.c) They deliver value to Customers.d) They deliver business solutions to

Customers.

Which statement is correct for all IT services?

SERVICE STRATEGY

Service Strategy Stage

Overview

Provides guidance in the design, development & implementation of service management

How do we create value for our customers?How should we define service quality?What services should we offer?How do we differentiate ourselves from

competition?How do we allocate resources?

Service Strategy

“Phones” of Tomorrow

Service strategy will shape the future of cell phones

?

Service Strategy

Value

Service strategy begins with the customer’s desired outcomesCustomers don’t buy products, they buy the satisfaction of particular needsWhat the customer values is often different from what the service provider thinks it provides

Service Strategy

CSM

Listen to the Customer!

Service Strategy

Utility & Warranty

UTILITY“Fit for purpose”

What thecustomer gets

(ensures usefulness)

+WARRANTY“Fit for use”

How it isdelivered

(ensures it works)

= VALUE

Service Strategy

Utility & Warranty are key to understanding the customer’s perspective of value

Buying a CarUTILITY

How am I going to use this car?How will this car improve my life?What am I going to get from this car?

WARRANTYWhat’s the guarantee on the transmission?What’s the bumper-to bumper guarantee?Is road side assistance included?

Service Strategy

Other Stages

Resources & Capabilities

RESOURCES

Raw materials

Money

Infrastructure

Applications

Information

People

CAPABILITIES

Skills

Management

Organization

Processes

Knowledge

People

Organizations use resource & capability assets to create value in the form of goods & services

Service Strategy

Other Stages

Service Portfolio

Complete set of services managed by a Service ProviderWhy should a customer buy these Services?Why should they buy these Services from

us?What are the pricing or chargeback models?What are our strengths, weaknesses,

priorities & risks?How should our resources & capabilities be

allocated?

Service Strategy

Service Level Package (SLP)

A defined level of Utility & WarrantyEach SLP is designed to meet the needs of a particular business activity

Service Strategy

Service A Service A

Service B Service B

Service C Service C Service C

Core Services

Service Portfolio (complete set of services)

Cust 1SLP

Cust 2SLP

Cust 3SLP

Cust 4SLP

Main Activities

Define the marketDevelop offeringDevelop strategic assetsPrepare execution

Service Strategy

Key Processes

Service Portfolio ManagementDemand ManagementFinancial Management

Service Strategy

Other Stages


Service Portfolio Management

Service Pipeline(Proposed or in development)


Retired ServicesRetired Services

Service Catalogue(Live or available for deployment)


Published to

customers

Service Strategy

Demand Management

Understand & influence customer demand for IT servicesProvide capacity to meet demand

CapacityCapacity CustomerDemand

CustomerDemand

Service Strategy

Financial Management

BudgetingAccountingCharging requirements

Service Strategy

The Business / CustomersRequirements

ServiceStrategy

ServiceStrategy

StrategiesStrategies PoliciesPolicies Resources & Constraints

Resources & Constraints

Service LevelPackages


Serv

ice P

ort

folio

SERVICE DESIGN

Service Design Stage

“A common mistake that people make when trying to design something completely foolproof is to underestimate the ingenuity of complete fools.”Douglas Adams(author Hitchhiker’s Guide to the Galaxy)

Service Design

A fool with a tool is still

a fool!

A fool with a tool is still

a fool!

Overview

The design of new or changed services for introduction into the live environmentIncludes architectures, processes, policies, documentation

Service Design

FunctionalityFunctionality PerformancePerformance

The 4 P’s

Partners

Products

Processes

People

Service Design

Other Stages

Five Aspects

Service solutionsService PortfolioTechnology architectures & mgmt systemsProcessesMeasurement methods & metrics If you can’t measure it, you can’t manage it

Service Design

Service Design Package (SDP)

A document that defines all aspects of an IT service & its requirementsProduced for eachNew serviceMajor changeService retirement

Service Design

Key Processes

Service Catalogue ManagementService Level ManagementAvailability ManagementCapacity ManagementIT Service Continuity ManagementInformation Security ManagementSupplier Management

Service Design

Service Catalogue Management



Retired Services


Published to

customers

Service Design

CSM

Service Level Management

Responsible for negotiating Service Level Agreements & ensuring that these are metService Level Agreement Between an IT Service Provider & a Customer Describes the IT Service, documents service level

targets, responsibilities of Provider & Customer

Operational Level Agreement Between an IT Service Provider & another part of the

same business

Underpinning Contract Agreement between an IT Provider & 3rd party supplier

Service Design

CSM

Availability Management

Ensure services are available when neededEnsure IT infrastructure, processes, tools & staff roles are appropriate for the agreed targets

Service Design

Capacity Management

Match capacity of IT to the agreed business demands in a cost effective & timely mannerCurrent & future needs

Service Design

IT Service Continuity Management

Ensures that agreed service levels can be resumed in event of a disaster

Service Design

Information Security Management

Manage IT security risksConfidentiality – information is available only to those who have a right to knowIntegrity – information is complete & accurateAvailability – info is available when needed

Service Design

Supplier Management

Obtain value for money from suppliersEnsure suppliers meet the targets contained within their contracts

Service Design

Service Design Processes

Service Design

SIP

“Good design is the most important way to differentiate ourselves from our competitors.”Samsung Electronics CEO Yun Jong Yong

Service Design


ServiceDesign

ServiceDesign

SolutionDesigns

SolutionDesigns ArchitecturesArchitectures StandardsStandards Service Design

Packages

Service DesignPackages

ServiceStrategy

ServiceStrategy





Serv

ice P

ort

folio

Review

a) i onlyb) ii onlyc) Both of the aboved) Neither of the above

Which statement(s) are correct with regards to the Service Portfolio?

i) It includes live & retired services.ii)All parts are published to Customers.

Review

a) There will very few Problems with the service.

b) Problems are fixed free of charge.c) The service is fit for purpose.d) Customers are assured of certain service

levels.

What does “Warranty” of a service mean?

Review

a) utility & warranty.b) functionality & performance.c) people & products.d) goods & services.

An organization uses Resources & Capabilities to create value in the form of…

Review

a) Ensure that service availability matches the agreed levels

b) Report on the availability of servicesc) Guarantee service availabilityd) Ensure that all targets in the Service

Level Agreements are met

What is the main objective of Availability Management?

Review

a) Service Operationb) Service Strategyc) Service Designd) Service Transition

Setting policies & objectives is the primary concern of which lifecycle stage?

Review

a) To provide information to the businessb) To provide up to date, accurate

informationc) To print copies of the Service Catalogued) To provide information to IT staff

The purpose of Service Catalogue Management is…

Review

a) Service Desk Analystsb) Director of Operationsc) Chief Executive Officerd) Customer Service Managers

Who negotiates Service Level Agreements within eHealth?

SERVICE TRANSITION

Service Transition Stage

Overview

CONTROLLED transition of new & changed IT services into operationPredicted cost, quality & time estimatesMinimal impact on productionProper use of the servicesAlign transition plans with the business

Service Transition

Service DesignPackage

Service DesignPackage OperationOperationTransition

Key Processes

Change ManagementService Asset & Configuration ManagementRelease & Deployment ManagementTransition Planning & SupportService Validation & TestingEvaluationKnowledge Mgmt

Service Transition

Processes Overview

Service Transition

Oversee management of organization & stakeholder change

Service Transition Planning & Support

Service Validation, Testing & Evaluation

Knowledge Management

Change Management

Ensure change happens in a controlled manner

RecordRecord EvaluateEvaluate AuthorizeAuthorize

PrioritizePrioritize PlanPlanTestTest

ImplementImplement DocumentDocument

Service Transition

CAB

Service Asset & Configuration Mgmt

Track & report the value & ownership of IT assetsMaintain information about IT components, including the relationships between them

Service Transition


Configuration Item (CI) IT component (services, hardware, software,

buildings, people, documentation)

Configuration Management Database (CMDB)Stores configuration records about the

attributes of CI’s (including relationships)

Serial #Model #Location

Service Transition

eHealth


Configuration Management System (CMS)Provides reliable, quick, & easy access to accurate configuration information & is updated as & when changes are implemented

HRDatabase

AssetDatabase

Known ErrorDatabase

Incident Control

System

CMDB

CMS Interface

Service Transition

SDE

Release & Deployment Management

Ensure the correct components are released into the live environmentPlan & oversee the rolloutDefinitive Media Library (DML)One or more locations in which

approved versions of software Configuration Items are securely stored

Only software from the DML is acceptable for use in a release

Service Transition

Interconnection

RecordChangeRequest

AssessChange

Approve/RejectChange

CoordinateChange

Implementation

ReviewChange

CloseChange

Change Management

Reports &Audits

IdentifyAffected

Items

UpdateRecords

CaptureBaselines

AuditItems

CheckRecordsUpdated

Configuration Management

Release & deployNew/changed

CI’s

Configuration Management System (CMS)

Service Transition

Transition Planning & Support

Plan & coordinate resources to ensure that the requirement of Service Strategy encoded in Service Design are effectively realized in Service OperationsIdentify, manage & control the risks of failure & disruption across transition activitiesCan improve a service provider’s ability to handle high volumes of change & releases

Service Transition

T2P

Service Validation & Testing

Provides objective evidence that the new/changed service supports the business requirements including the agreed Service Level AgreementsThe service is tested against the utilities & warranties set out in the service design packageFunctionality, availability, continuity,

security, etc

Service Transition

Evaluation

Ensures the service will be useful to the business & will continue to be relevantAddressesRelevance of service designTransition approachSuitability of the new/changed service

for the actual operational environments

Service Transition


Ensures that the right person has the right knowledge at the right time to deliver & support the services required by the businessService Knowledge Mgmt System (SKMS)Encloses huge quantity of data that

constitutes knowledgeSupported by CMS & CMDB but is much

broader

Better knowledge = better decisions

Service Transition

Service Knowledge

Management System (SKMS)

Service Knowledge

Management System (SKMS)

Service KnowledgeManagement System (SKMS)

Configuration ManagementSystem (CMS)

Configuration ManagementDatabases (CMDB)

Service Transition


Service Transition within eHealth

Have Change management in the form of

change controlService Transition - transition planning

& support (formerly T2P)

Working onCMDBKnowledge Management

Service Transition


ServiceDesign

ServiceDesign

SolutionDesigns


Packages


ServiceTransition

ServiceTransition

TransitionPlans

TransitionPlans

TestedSolutions

TestedSolutions

Service KnowledgeManagement System


ServiceStrategy

ServiceStrategy





Serv

ice P

ort

folio

SERVICE OPERATION

Service Operation Stage

Overview

Deliver agreed levels of service to usersManage applications, technology & infrastructure that support the servicesOnly stage that actually delivers value to the customerGreat design is worth little if it cannot be delivered

Service Operation

Balancing Act

ITView

ITView

BusinessView

BusinessViewStabilityStability Respons-

ivenessRespons-ivenessQualityQuality CostCostReactiveReactive ProactiveProactive

Service Operation

IT vs. Business View

Quality vs. Cost

Stability vs. Responsiveness

Reactive vs. Proactive

Service Operation

Common Activities

Server ManagementNetwork ManagementStorage & ArchiveDatabase AdministrationAccount ManagementDesktop ManagementInternet / Web Management

Key Processes

Incident ManagementRequest FulfillmentProblem ManagementEvent ManagementAccess Management

Service Operation

Incident Management

Incident - an unplanned interruption or a reduction in the quality of an IT ServicePrinter in ER is not workingUser cannot log in to a clinical system

Purpose of Incident Management is toRestore normal service as quickly as

possibleMinimize adverse impact on business

operations

Service Operation

Incident Management

Incidents areCategorized - who should work on themPrioritized (P1-P4) - impact + urgency

Incidents that cannot be resolved within service level parameters are escalatedTechnical support +/or mgmt

A tool is essential to record & manage Incident informationeHealth uses Service Desk Express

Service Operation

Request Fulfillment

Service request - a user request for information, advice, or a Standard ChangeRequest fulfillment deals with these requestsCan include self service solutionsAll requests should be logged & trackedeHealth uses Service Desk Express

Service Operation

Problem Management

Problem - root cause of one or more IncidentsProblem management includesDiagnosing causes of IncidentsDetermining resolutionEnsuring the resolution is implemented

(where appropriate)Maintaining information about Problems,

workarounds & resolutions

Service Operation

Problem Management

Workaround – reducing or eliminating the impact of an Incident/Problem for which a full resolution is not yet availableKnown Error – a Problem that has a documented root cause & a workaroundKnown Error Database – database containing all the Known Error records

Service Operation

Incident & Problem Management

Incident Management – restoring serviceProblem Management – root cause

Service Operation

Incident & Problem Scenario

Service Operation

Can’t print & calls the Service Desk

Customer

1) Creates ticket & classifies it as an Incident

2) Checks the Known Error Database but does not find a match

3) Troubleshoots without success

Service Desk Analyst

4) Changes default printer so that customer can print to another printer (workaround)

5) Closes the Incident

6) Creates a Problem record & relates the Incident to it


Service Operation

L2 Support

1) Investigates the printer Problem & finds that a patch is required from the vendor

2) Documents root cause & workaround in Known Error Database


Service Operation

Can’t print to same printer & calls the Service Desk

Customer

1) Creates ticket & classifies it as an Incident

2) Sees that this is a Known Error & immediately applies the workaround

3) Relates the Incident to the Problem record

4) Closes the Incident

Service Desk Analyst


Patch is applied to the printer & testedAffected customers are notified that they can now use the printerProblem record is closed

Service Operation

PATCH RECEIVED FROM VENDOR

Event

Alert or notification created by any IT serviceSomething not functioning properlyRoutine interventionNormal activity

May lead to an Incident, Problem or changeor simply be loggedResponse may be automated or require manual intervention

Service Operation

Event Management

Provides the ability toDetect eventsMake sense of themDetermine if the appropriate control

action has been provided

Service Operation

Access Management

Make sure that the policies & actions defined in Security & Availability Management are executed appropriatelyGrant access to servicesLog & track accessRemove/modify rights

Service Operation

Function

Service Operation

Specialized organizational unitsCarry out one or more processes or activitiesInclude people & toolsDepartments, groups, teams

Functions within Service Operation

Service Desk Single point of contact for IT users Deal with a variety of service events

IT Operations Management Daily operational activities needed to manage the IT

Infrastructure (data centers, recovery sites, etc.)

Technical & Application Management Plan, implement & maintain a stable technical

infrastructure Support & maintain operational applications Play an important role in the design, testing, &

improvement of applications that form part of IT Services

Service Operation

Functions within Service Operation

Service Operation


ServiceDesign

ServiceDesign

SolutionDesigns


Packages


ServiceTransition

ServiceTransition

TransitionPlans

TransitionPlans

TestedSolutions

TestedSolutions



ServiceOperation

ServiceOperation

OperationalPlans

OperationalPlans

OperationalServices

OperationalServices

ServiceStrategy

ServiceStrategy





Serv

ice P

ort

folio

Review

a) Service Level Agreementb) Configuration Management Databasec) Service Design Packaged) Known Error Database

Where could a Service Desk analyst look to see which servers are undergoing maintenance?

Review

a) Handling service requestsb) Handling customer complaintsc) Tracing the underlying cause of

Incidentsd) Providing information on products &

services

What is usually NOT an activity of the Service Desk?

Review

a) It resolves serious Incidentsb) It makes information on a Known Error

available to the Service Deskc) It studies all Incidents resolved by

the Service Deskd) It communicates the resolution directly

to the user

How does Problem Management support Service Desk activities?

Review

a) Thorough testing to ensure services meet business needs

b) Deliver & manage IT servicesc) Manage technology used to deliver

servicesd) Monitor performance of technology &

processes

Which of the following is NOT an objective of Service Operation?

Review

a) helping to control infrastructure costs of adding new technology.

b) enabling users to resolve Problems.c) reducing the impact of service outages.d) helping to align people & process for

the delivery of service.

Incident Management provides value to the business by…

Review

a) A Known Error is always the result of an Incident, a Problem is not

b) There is no real difference between themc) In the case of a Known Error, there is a fault in

the infrastructure, with a Problem there is notd) In the case of a Known Error, the underlying

cause of the Problem is known

What is the difference between a Problem & a Known Error?

Review

a) i onlyb) ii onlyc) Both of the aboved) Neither of the above

Which of the following statements are correct with regards to the Service Desk?i) It is a function that provides a means of

communication between IT & its users.ii) It is always the owner of the Incident Mgmt

process.

Review

a) Ensuring that all Changes to IT infrastructure are managed efficiently & effectively.

b) Ensuring that all Changes have appropriate back-out plans in the event of failure.

c) Ensuring that all Changes are recorded, managed, tested & implemented in a controlled manner.

d) Protecting services by not allowing Changes to be made.

The objective of the Change Management process is most accurately described as…

Review

a) Clarityb) Service Desk Expressc) EDISd) RIS/PACS

Which tool does eHealth use to record & manage Incident information?

CONTINUAL SERVICE IMPROVEMENT

Continual Service Improvement Stage

Overview

Create & maintain value for customers through continual evaluation & improvementBetter design, introduction & operation of

servicesContinually align & re-align IT services to the

changing business needs

To be successful, CSI needs to become routineNot just when something has failed

Continual Service Improvement

Service Strategy

Service Design

Service Transition

Service Operation

Continual Service ImprovementActivities in the Service Lifecycle

Feedback: Lessons Learned



Feedback: Lessons LearnedFeedback: Lessons

Learned

Service StrategyService Strategy

Service DesignService Design

Service TransitionService Transition

Service OperationService Operation

Continual Service ImprovementContinual Service Improvement


CSI Model

Where do we want to be or What is the Vision?

How do we get where we want to be?

How do we know we made it there?

Where are we now?

High Level Business Objectives & Goals

Process Maturity &Baseline Assessments

Process/ServiceImprovement

Metrics & Measurements

Where do we want to be? Measurable Targets

HO

W D

O W

E K

EE

P T

HE

MO

ME

NT

UM

GO

ING

?


Dr. W. Edwards Deming

Father of modern quality controlAmerican statistician & professorSignificant contribution to Japan’s high-quality products & economic powerProposed the Deming Cycle for quality improvement 1900 - 1993


Deming Cycle

Time

Effective Quality

Improvement

Mat

urity

Lev

el

Consolidation of the Level Reached

i.e. ISO 20000 or Quality Standards

Business

ITAlignment

Do - ProjectCheck - AuditAct - New Actions

Plan - Project Plan

PLAN

DOCHECK

ACT


Service Improvement Plan (SIP)

A formal plan to implement improvements to a process or IT Service


Key Processes

7-Step Improvement ProcessService MeasurementService Reporting


7-Step Improvement Process

Identify•Vision•Goals

Identify•Vision•Goals

Define whatshould bemeasured

Define whatshould bemeasured1

Analyzedata

Analyzedata5

Gatherdata

Gatherdata3

Define whatyou canmeasure

Define whatyou canmeasure2

Present &use the info

Present &use the info6

ProcessData

ProcessData4


Implementcorrective

action

Implementcorrective

action7Goals

Service Measurement

There are 4 basic reasons to measure:VALIDATE previous decisionsDIRECT activities to meet targetsJUSTIFY that a course of action is requiredINTERVENE & take corrective action


Service Reporting

Present relevant data to the business:Past period’s performanceEvents that continue to be a threat going forwardHow IT intends to deal with such threats



ServiceDesign

ServiceDesign

SolutionDesigns


Packages


ServiceTransition

ServiceTransition

TransitionPlans

TransitionPlans

TestedSolutions

TestedSolutions



ServiceOperation

ServiceOperation

OperationalPlans

OperationalPlans

OperationalServices

OperationalServices

ContinualService

Improvement

ContinualService

ImprovementImprovement

Actions & Plans

ImprovementActions & Plans

ServiceStrategy

ServiceStrategy





Serv

ice P

ort

folio

REVIEW

Review

Handout 15 minutes

Fill in the BlanksProblem

Service Design Package

event

Capabilities

utility

Service Level Agreement

workaround

function

Definitive Media LibraryIncident

Short Answer

What are the 4 P’s of Service Design? People, products, processes, partners

List 3 reasons why eHealth should adopt ITIL. Increased customer satisfaction Improved service availabilityFinancial savings Improved time to market for new services Improved decision makingCommon & consistent language

Short AnswerDraw a diagram that illustrates the relationship between the Service Portfolio & the Service Catalogue.



Published to

customers

Short Answer

Explain the main difference between Incident Management & Problem Management. Incident Mgmt is concerned with

restoration of service while Problem Mgmt is concerned with root cause.

Provide an example that illustrates the difference between utility & warranty.

MatchingC

D

A

C

B

B

E

D

B

A

MatchingB

C

A

C

B

E

D

C

C

D

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