Integrated Process Model - v2

Gartner Hype Cycle for IT Operations Management, 2007

Manage IT from a Business Perspective

Use controls to go faster

IT Budget Reality

Changing Nature of IT in Organizations

ITIL 3.0 and Supporting Materials

What’s New? Evolution, not revolution Lifecycle approach to Services ITIL v3 includes: Business service management (BSM) - now defined and recommended Configuration Management System Includes CMDB, and now… Federation, Data collection, Topology, Knowledge Management Request Fulfillment Business Impact Analysis Access Management Service Portfolio Management Service as an Asset that creates value through Utility and Warranty

Access/Identity Management

What Is a Service? V2 “A service is one or more IT systems which enable a business process” V3 “A service is a means of delivering value to customers by facilitating outcomes customers want to achieve without the ownership of specific costs and risks”

Service Management Service Management is a set of specialized organizational capabilities for providing value to customers in the form of services. Service Management takes the form of a set of Functions and Processes for managing services over their Lifecycle. Service Management is also used as a synonym for IT Service Management.

Utility and Warrant

The Source of Service Value

Service Strategy Objectives

Service Strategy

Service Design Pragmatic Service Blueprint Policies, architecture, portfolios, service models Effective technology, process and measurement design Outsource, shared services, co-source models? How to decide and how to do it The service package of utility, warranty, capability, metrics tree Triggers for re-design

Service Design

Service Transition Managing Change, Risk and Quality Assurance Newly designed Change, Release and Configuration processes Risk and quality assurance of design Managing organization and cultural change during transition Service knowledge management system Integrating projects into transition Creating and selecting transition models

Service Transition

Service Operation Responsive, stable services Robust end-to-end operations practices Redesigned, Incident and Problem processes New functions and processes Event, technology and request management Influencing strategy, design, transition and improvement SOA, virtualization, adaptive, agile service operation models

Service Operation

Continual Service Improvement Measurements that mean something and Improvements that work The business case for ROI Getting past just talking about it Overall health of ITSM Portfolio alignment in real-time with business needs Growth and maturity of SM practice How to measure, interpret and execute results

Continual Service Improvement

Quality service delivery depends on integration

Service management processes are applied across the new ITIL Service Lifecycle

Key links, inputs & outputs of the service lifecycle stages

Scope of change and release management for services

ITIL V3 Service Management Processes across the Lifecycle

Service Strategy

Generic Process Elements

Process Model

Five Aspects of Service Design

Service Portfolio

Service Catalog

Service Catalog (Continued)

SLA, OLA, and UC Service Level Agreements, Operational Level Agreements, and Underpinning Contracts Service Level Agreement (SLA) Key service targets and responsibilities of both parties Operational Level Agreement (OLA) Internal departments or organizations Underpinning Contract (UC) A contract with an external organization

UC An underpinning contract is likely to be structured with the following sections: The main body containing the commercial and legal clauses Elements of a service agreement, as described earlier, attached as schedules Other related documents as schedules, for example: Security requirements Business continuity requirements Mandated technical standards Migration plans (agreed prescheduled change) Disclosure agreements

SLA Classification Clients/ Users Availability ITService Providers SLAs Availability ITService Providers Reliability OLAs Underpinning Contracts Internal IT units UCs External Service Providers

Availability, Reliability, Maintainability, and Serviceability Availability is the ability of a service, component, or Configuration Item (CI) to perform the agreed upon function when required Reliability is a measure of how long a service, component, or Configuration Item can perform the agreed upon function without interruption Maintainability is a measure of how quickly and effectively a service, component, or Configuration Item can be restored to normal working after a failure Serviceability is the ability of a supplier to meet the terms of their contract

Incident Management Process Flow

Urgency, Impact, and Priority The required sequence of Incident resolution. Priority = Impact x Urgency Impact The extent to which an Incident leads to a departure from expected service operations, such as the number of users or CIs affected Urgency The required speed of resolving an Incident

Priority = Impact x Urgency

Problem Management Process

Change Management Process

The Four Ps of Service Management The implementation of ITIL Service Management as a practice is about preparing and planning the effective and efficient use of the four Ps: People Processes Products (services, technology, and tools) Partners (suppliers, manufacturers, and vendors)

Service Operations—Quality of Service versus Cost of Service Service Operation is required to consistently deliver the agreed upon level of service Service Operation must keep costs and resource utilization at an optimal level An increase in the level of quality usually results in an increase in the cost of service Relationship is not always directly proportional

The Deming Cycle

Continual Service Improvement Model

Measurements for Continual Service Improvement Why are measurements performed? To validate To direct To justify To intervene

IT Operations Management Process Maturity Model Source: www.gartner.com/DisplayDocument?doc_cd=131972

http://www.symantec.com/enterprise/security_response/weblog/upload/2007/09/processmap.html

The Service V Model