1. Integrated Process Model - v2

2. Gartner Hype Cycle for IT Operations Management, 2007

3. Manage IT from a Business Perspective

4. Use controls to go faster

6. IT Budget Reality

7. Changing Nature of IT in Organizations

8. ITIL 3.0 and Supporting Materials

9. 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

10. Access/Identity Management

11. 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”

12. 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.

13. Utility and Warrant

14. The Source of Service Value

15. Service Strategy Objectives

16. Service Strategy

17. 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

18. Service Design

19. 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

20. Service Transition

21. 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

22. Service Operation

23. 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

24. Continual Service Improvement

25. Quality service delivery depends on integration

26. Service management processes are applied across the new ITIL Service Lifecycle

28. Key links, inputs & outputs of the service lifecycle stages

29. Scope of change and release management for services

30. ITIL V3 Service Management Processes across the Lifecycle

31. Service Strategy

32. Generic Process Elements

33. Process Model

34. Five Aspects of Service Design

35. Service Portfolio

36. Service Catalog

37. Service Catalog (Continued)

40. 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

41. 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

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

43. 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

47. Incident Management Process Flow

48. 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

49. Priority = Impact x Urgency

50. Problem Management Process

51. Change Management Process

52. 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)

53. 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

54. The Deming Cycle

55. Continual Service Improvement Model

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

57. IT Operations Management Process Maturity Model
Source:

59. The Service V Model