itilv3 foundation all part2
TRANSCRIPT
-
8/3/2019 ITILv3 Foundation All Part2
1/41
-
8/3/2019 ITILv3 Foundation All Part2
2/41
SERVICE LIFECYCLE
Service Strategy: Activities Defining the Market
Development of strategic assets Development of offer Preparation of implementationService Strategy Process: Financial Management Demand Management Service Portfolio
Service Design: Activities Developing of requirements
Data and Info management Application managementService Design Process: Service Catalogue Management Service Level Management Capacity Management Availability Management Service Continuity Management Info Security Management Supplier Management
Service Transition: Activities Transition Planning & Support Service Validation and Testing Evaluation Stakeholder ManagementService Transition Process: Change Management Service Asset and Config Mgmt
Release and Deployment Mgmt Service Knowledge Management
Service Operation: Activities IT Operation
Monitoring and Control Service Operation Process: Event Management Incident Management Problem Management Request Fulfillment Access Management
-
8/3/2019 ITILv3 Foundation All Part2
3/41
INPUT AND OUTPUT OF SERVICE LIFECYCLE STAGES
-
8/3/2019 ITILv3 Foundation All Part2
4/41
Agenda
3 Service Transition
1 Service Strategy
2 Service Design
4 Service Operation
5 Continual Service Improvement
-
8/3/2019 ITILv3 Foundation All Part2
5/41
SERVICE STRATEGY - OVERVIEW
The spoke of the IT Service Management wheel
It provides the direction and vision for establishing IT Service Useful for influencing organizational attitude and culture towards the creation of
value of customers. The goal of service strategy is Superior performance versus competing
alternatives
Key Concepts Utility & Warranty Asset Value Creation Four Ps
Activities Define the Market Develop the offerings Develop strategic assets Prepare for execution
Processes Service Portfolio Management (SPM)
Demand Management Financial Management
-
8/3/2019 ITILv3 Foundation All Part2
6/41
SERVICE STRATEGY
Four Questions of Service Strategyo What are we going to provide?o Can we afford it?o Can we provide enough of it?o How do we gain competitive advantage?
Four Ps of Service Strategyo Perspective (Distinctive vision and direction)o Position (the basis on which the provider will compete)o Plan(how the provider will achieve their vision)o Pattern (The fundamental way of doing things; distinct pattern
of doing things (decision and action overtime)
-
8/3/2019 ITILv3 Foundation All Part2
7/41
SERVICE STRATEGY HAS FOUR ACTIVITIES
Define the Market
Develop the Offerings
Develop Strategic Assets
Prepare for Execution
Understand Customer Understanding theopportunities Classifying and visualizing
services
The consumers market Result oriented definition ofservices Service portfolio, Pipeline,and Catalogue services
SM as a close loop control sys SM as a strategic asset Increasing the service potential Increasing performancepotential
The consumers market Result oriented definition ofservices Service portfolio, Pipeline,and Catalogue services
-
8/3/2019 ITILv3 Foundation All Part2
8/41
DEFINING THE MARKET: SERVICE PROVIDER BUSINESSMODEL AND CUSTOMER ASSETS
Value creation concept Value creation context
-
8/3/2019 ITILv3 Foundation All Part2
9/41
SERVICE MANAGEMENT AS A STRATEGIC ASSET
Type 1: exists within an organization solely to deliver service to one
specific business unitType 2: Services multiple business unit within the same organization
Type 3: Operates as an external service provider serving multiple externalcustomers
Capabilities: The providers abilityResources: the direct inputs for the production of services
Critical Success Factors (CSFs)
Service Oriented accounting
-
8/3/2019 ITILv3 Foundation All Part2
10/41
FINANCIAL MANAGEMENT PROCESS BASICCONCEPTS
Financial Management is an integral part of service management. It anticipates theessential management information that is required for the guarantee of efficient andcost effective service delivery.
Service Valuation ( *Costing)
(Utility and Warranty must be translated to monetary figure to calculate the ServiceValue
Cost of providing the service
Value to the customers receiving the service
Service Investment analysis ( *Budgeting)
Understand the total lifecycle value and costs of proposed new services or projects
AccountingKeeping track of what has been spent, assigned to appropriate categories
Business Case
A decision support and planning tool that predicts outcomes of a proposed action
Used to justify investments
-
8/3/2019 ITILv3 Foundation All Part2
11/41
FINANCIAL MANAGEMENT COTD
Variable Cost Dynamics (VCD):it focus on analysis of the many variables that impact service cost, The VCD
analysis can be used as a tool to analysis the anticipated
Cost Types:Capital / Production Cost:
Capital cost has to do with the purchase of assets that generally last severalyears. Only the write down amount is counted as cost
Production Cost (Operation Cost) are costs that occur regularly (e.g. Maintenancecontract for Hardware, license cost, insurance premium)
Direct/ Indirect Cost:Direct Cost is the cost associated directly and exclusively for an IT Service, For
instance activities and materials that are directly and exclusively associated with aservice (e.g Broadband connection cost for the service)
Indirect Cost are costs that cannot be directly identified with an IT Service, (e.g.support service cost, administrative cost, infrastructure cost).
Fixed/ Variable CostFixed Cost are the cost that do not vary due to production levels (production
changes). These costs are fixed (e.g. investment in hardware, software, orbuildings.
Variable Cost are costs that vary due to production level (e.g. hiring of externalstaff).
-
8/3/2019 ITILv3 Foundation All Part2
12/41
SERVICE PORTFOLIO KEY CONCEPT
The service portfolio represents the opportunities andreadiness of a service provider to serve the customersand the market. The service portfolio can be dividedinto three subset of services:
The Service Pipeline (New services planned). The stages of ServicePipeline are
The Service Catalogue (Business, and Technical); these servicesare in Service Operation phase
The Retired Services (obsolete Services)
-
8/3/2019 ITILv3 Foundation All Part2
13/41
SERVICE PORTFOLIO MANAGEMENT PROCESS
It is a dynamic method to govern investment in service
management across the enterprise in terms offinancial valuePrioritises and manages investments and resource
allocation
Proposed services are properly assessedBusiness Case
Existing Services Assessed . Outcomes:ReplaceRationalise
RenewRetire
Relationship ManagerProduct Manager
-
8/3/2019 ITILv3 Foundation All Part2
14/41
SERVICE PORTFOLIO MANAGEMENT
Business Service- A service that directly supports a business process.
IT Service
- A service that the business does not think of in business context or semantics.
(IT becomes inbuilt pillar for business.)
Service Portfolio Management includes
- Define: Inventory services, ensure business cases, and validate portfolio data..Analyze: Maximize portfolio value, align and prioritize and balance supply and demand
Approve: Finalize proposed portfolio, authorize services and resources
Charter: communicate decisions, allocate resources and charter services
Business Service Management
- This is an ongoing practice of governing, monitoring and reporting on IT andbusiness service it impacts.
- The cornerstone of BSM is ability to link service assets to their higher level ofbusiness services. Such a correlation model identifies asset to service linkages,allowing infrastructure events to be tied to corresponding business outcomes.
Roles : Product Manager- Owner of Service catalog
Business Relationship Manager
-
8/3/2019 ITILv3 Foundation All Part2
15/41
DEMAND MANAGEMENT BASIC CONCEPTS
Core Service (Popular Service)
An IT Service that delivers outcomes desired by one or more customers. This is the servicefor which the customer is willing to pay. This represents the basis for value proposition.
Supporting Service (Service to plus the case)
A service that enables or enhances a core service. For example, A directory service or abackup service
Pattern of Business Activity (PBA):
It is the Workload profile of one or more business activities;
Varies over time
Represents changing business demands
User profile
Pattern of user demand for IT Services
Each user profile includes one or more PBAs
Service Package
Detailed description of a service
Includes a service level package (SLP) and one or more core services and supporting
-
8/3/2019 ITILv3 Foundation All Part2
16/41
3 Service Transition
1 Service Strategy
2 Service Design
4 Service Operation
5 Continual Service Improvement
Agenda
-
8/3/2019 ITILv3 Foundation All Part2
17/41
SERVICE DESIGN
Responsible for the design of new or changed services going into alive environment
Ensure that designs are consistent, compatible, capable
Metric definition, selection and evaluation of measurement capabilities
Key ConceptsFour Ps
Service Design Package
Aspects of Service Design
ProcessesService Catalog Management (SCM)
Service Level Management( SLA, OLA, SIP, Service Quality Plan)
Availability Management
Information Security Management
Supplier Management
-
8/3/2019 ITILv3 Foundation All Part2
18/41
SCOPE OF SERVICE DESIGN THE FOUR PS
ProcessesProducts
Partners
People
Many designs, plans, projects fail due to lack of preparation andmanagement. Implementation of ITIL ServiceManagement as a practice is about preparing and planning the effective andefficient use of 4 Ps.
-
8/3/2019 ITILv3 Foundation All Part2
19/41
SERVICE DESIGN PACKAGE (SDP)
Documents defining in details all aspects of a service and itsrequirement; through all stages of its lifecycle.A SDP is produced for is produced for each new IT Service,major change, or IT Service requirement
The SDP is passed from Service Design to ServiceTransition for implementation.
-
8/3/2019 ITILv3 Foundation All Part2
20/41
ASPECTS OF SERVICE DESIGN
In order for the organization to strive to attain thehighest possible quality with a continualimprovement focus, a structured and result-oriented approach is necessary in each of thefive separate aspect of design.
Service Solution (Including functional requirements, resourcesand capabilities)Service Portfolio (support systems and tools)Architecture (Technological, and management)Processes
Measurement systems and metrics
-
8/3/2019 ITILv3 Foundation All Part2
21/41
DESIGN OF SERVICE PORTFOLIO
Service Portfolio
Service Knowledge Management System
Service Portfolio
Customer/UsersOnly allowed access
To services in thisrange
RetiredServices
ServicePipeline
ServiceCatalogue
Service Lifecycle
Service Status
RequirementsDefined
AnalyzedApprovedCharteredDesigned
DevelopedBuild
TestReleaseOperational
Retired
Service Strategy
Service Design
Service TransitionService Operation
-
8/3/2019 ITILv3 Foundation All Part2
22/41
SERVICE CATALOGUE
Part of the Service Portfolio.
Services available for deployment or use.Information to be shared with customers (external or Internal IT).
Business Service Catalog
Services of interest to customers
Technical Service CatalogUnderpinning services of interest to IT.
-
8/3/2019 ITILv3 Foundation All Part2
23/41
SERVICE CATALOGUE MANAGEMENT PROCESS
Basic Concepts
The Service Catalog (subset of portfolio containing only active andapproved service)Part of the Service Portfolio
Details of all operational services and those being prepared for transition
Business Service Catalog
Details of all the IT services delivered to customers (Visible to the customers)Technical Service Catalog
Details of all supporting services
Not usually visible to customers
Roles:Service Catalog Manager
Produce and maintain the Service Catalog
Ensure all operational services and those being prepared for operational runningare recorded
Ensure all information in the Service Catalog is accurate and up to date and isconsistent with the information in the Service Portfolio
-
8/3/2019 ITILv3 Foundation All Part2
24/41
SERVICE LEVEL MANAGEMENT PROCESS BASICCONCEPTS
Customer/Users
Service Level Agreements
Service A Service B Service C
IT Infrastructure
Operations Level Agreements Underpinning Contracts
Internal Organization External Organization
-
8/3/2019 ITILv3 Foundation All Part2
25/41
SERVICE LEVEL MANAGEMENT
Objectives
Negotiate, agree and document service levelsMeasure, report and improve service levels
Communicate with business and customers
Scope
Ensure quality of service matches expectationsExisting services
Requirements for new or changed services.
Expectation and perception of the business, customers and users.
RolesService Level ManagerProcess Owner
Understand Customers
Create, Maintain, Review and Reporting SLAs and OLAs
Ensure that Changes are assessed for impact on service levels
-
8/3/2019 ITILv3 Foundation All Part2
26/41
SERVICE LEVEL MANAGEMENT
Activities
Designs SLA frameworksIdentify Service Level Requirements (SLRs)
- Agree and document Service Level Agreements (SLAs) - Negotiable and document Operational Level Agreements (OLAs) and
Underpinning Contracts (UCs)
Monitor service performance against SLA & Product Service reportsMeasure and improve Customer Satisfaction & develop contacts and
relationships
Review and revise underpinning agreements and service scope
Conduct service reviews and instigate improvements & manage complaintsand complimentsReview and revise SLAs, OLAs and UCs
Key metricsNumber and % of targets being met
Number and severity of service breaches
-
8/3/2019 ITILv3 Foundation All Part2
27/41
AVAILABILITY MANAGEMENT
Availability is the ability of IT service or component to perform its required function at a stated
instance over stated period of timeObjectives
Ensure agreed level of availability is provided
Continually optimize and improve availability of- IT Infrastructure- Services-
Supporting organizationProvide cost effective availability improvements that can deliver business and customer benefits
Produce and maintain an availability planincident incidentDetected Recorded Diagnosed Repaired Recovered Restored
Time toDetect
Time toRecord
Time toDiagnose
Time toRepair
Time toRecover
Time toRestore
Mean Time to Restore Service (MTRS) Mean Time BetweenFailure (MTBF)
Mean Time Between System Incident (MTBSI)
UP TIMEDOWN TIME
-
8/3/2019 ITILv3 Foundation All Part2
28/41
AVAILABILITY MANAGEMENT - BASIC CONCEPTS (1 OF3)
MTBF (Mean Time between failure): average time between the recovery from oneincident and the occurrence of next event (Up Time)
MTRS (Mean Time to Restore Services): Average time taken to restore CI or ITComponent after a failure(Down Time)
MTBSI (Mean Time Between System Incidents): Average time between the occurrenceof two consecutive incidents (MTRS+ MTBF)
Availability Management process includesProactive activities
- Design and planning activities- Planning, design and improvement of availability
Reactive activities
- Operational activities- Monitoring, measuring, analysis and management of all events, incidents and problems involvingunavailability
Availability
The ability of a service, component or configuration item to perform its agreed function whenrequired
Often measured and reported as a percentage
-
8/3/2019 ITILv3 Foundation All Part2
29/41
AVAILABILITY MANAGEMENT - BASIC CONCEPTS (2 OF3)
Reliability
Measure of how long a service, component or CI can perform its agreed function without interruption. It is thefreedom from operational failure
Maintainability
Measure of how quickly and effectively a service, component or CI can be restored to normal working after afailure. It is the ability of an IT Component (CI) to be retained in or restored to an operational state (This isinternal based on skills, resource,..etc)
Resilience
Its the ability to withstand failure
Serviceability
Ability of a third party supplier to meet the terms of their contract (External)
Vital Business Function (VBF)
A Function of a Business Process which is critical to the success of the Business.
-
8/3/2019 ITILv3 Foundation All Part2
30/41
AVAILABILITY MANAGEMENT - BASIC CONCEPTS (3 OF3)
High Availability
Minimizing or hiding the effects of a component failure
Fault ToleranceAbility of an IT Service, component or CI to operate correctly after component failure
Continuous OperationApproach or design to eliminate planned downtime of a service
(Note, an individual CI may be down even though the IT Service remains available.)
Continuous AvailabilityApproach or design to achieve 100% availability
An IT service that has no planned or unplanned down time
-
8/3/2019 ITILv3 Foundation All Part2
31/41
AVAILABILITY MANAGEMENT ACTIVITIES
-
8/3/2019 ITILv3 Foundation All Part2
32/41
INFORMATION SECURITY MANAGEMENT
Objectives
To align IT Security with Business Security; Information security is effectively managed in allservices management activities
To protect the systems and communications that deliver the information & of those relying oninformation.
Specifically related to harm resulting from failures of:- Confidentiality (Protecting information against unauthorized access or use)- Integrity (Accuracy, completeness, and timeliness of information) at source and during transit- Availability (Information should be accessible for authorized user at the agreed time)
The ability to do business with other organizations safely
* Basic Concepts
Information Security Policy
Information Security Management System (ISMS)
Risk analysis and risk management
Security Incidents (any event interfering in achieving the security requirement)
Security controls
RolesSecurity Manager (Process Owner)
Develop and maintain Information Security Policy
-
8/3/2019 ITILv3 Foundation All Part2
33/41
RISK MANAGEMENT AND ANALYSIS.
Define A Framework
Identify The Risk
Identify ProbableRisk Owners
Evaluate The Risk
Set Acceptable Levels Of Risk
Define A Framework
Implement Responses
Gain AssurancesAbout Effectiveness
Embed And Review
Risk Management Risk Analysis
-
8/3/2019 ITILv3 Foundation All Part2
34/41
INFORMATION SECURITY ACTIVITIES
-
8/3/2019 ITILv3 Foundation All Part2
35/41
CAPACITY MANAGEMENT
Capacity Management manages the process of determining the right
capacity, at the right location, at the right moment, for the right customer,against the right cost
ObjectivesTo produce and maintain a Capacity Plan
To provide advice and guidance on capacity and performance related issues
To ensure services meet or exceed performance targetsTo assist in diagnosing and resolving capacity related problems and incidents
To assess the impact of changes on the Capacity Plan
Proactive capacity and performance measures
RolesCapacity Manager (Process Owner)
Proactive Planning
Service Level ManagerProvides capacity requirements through discussions with the Business users
Technical and Application Management Day-to-day capacity management activities
-
8/3/2019 ITILv3 Foundation All Part2
36/41
CAPACITY MANAGEMENT BASIC CONCEPTS
Balancing costs against resources needed
Balancing supply against demandShould be involved at all stages of the lifecycle
Forward looking, regularly updated Capacity Plan
Three levels of concern:- Business Capacity Management
- Service Capacity Management- Component Capacity Management
Capacity Management Information System holds information needed by allsub-processes (above).
-
8/3/2019 ITILv3 Foundation All Part2
37/41
CAPACITY MANAGEMENT ACTIVITIES
-
8/3/2019 ITILv3 Foundation All Part2
38/41
IT SERVICE CONTINUITY KEY CONCEPTS
ITSCM should be based on Business Continuity- Appropriate protection and recovery measures- Written recovery plans
Lifecycle approach- Initiation, Requirements & Strategy, Implementation, Operations- Regular Business Impact Analysis (BIA), Risk Assessment and Risk Management to ensure
plans remain valid-
Regular testing of plansNegotiate with suppliers as necessary
Assess changes for impact on ITSCM- Common Recovery Option include- Manual Workarounds- Reciprocal Arrangements- Gradual Recovery (Cold Standby)- Intermediate Recovery (Warm Standby)- Fast Recovery (Hot Standby)- Immediate Recovery
-
8/3/2019 ITILv3 Foundation All Part2
39/41
ITSCM KEY CONCEPT
Disaster: Not part of daily operational system; require separate systems
BCM (Business Continuity Management): Strategies and actions to takeplace to continue business process in the case of disaster.
BIA (Business Impact Analysis): It quantifies the impact due to the loss of ITServices would have on the business.
Risk Assessment: Evaluate assets for their threats and vulnerabilities
pertaining to continuityScope: all critical business process (requiring service continuity) and the ITservices that underpin them.
Countermeasures: measures to prevent or recover from a disasterManual Work around: Non IT based solution to overcome IT Service continuity
problemGradual Recovery: Cold stand by (Recovery > 72 hours)
Intermediate Recovery: Warm Standby (Recovery between 24 hours to 72 hours)
Immediate Recovery: Hot Standby (Recovery within 24 hours)
Reciprocal Agreement: its the agreement with another similar size organization to
share disaster recovery obligation
-
8/3/2019 ITILv3 Foundation All Part2
40/41
IT SERVICE CONTINUITY ACTIVITIES
-
8/3/2019 ITILv3 Foundation All Part2
41/41
THANK YOU FOR YOUR ATTENTION !
Your questions and commentsare most welcome !