1. IT SERVICE MANAGEMENT for BUSINESS PROCESS
Best Practice vs. Good Practice – Good practice could be either the application of Best Practice or could be an input to Best Practice itself.

2. Scope of Module 8 ITIL Framework IT Service Life Cycle
IT Service Strategy
Service Planning
Service Design and Operations
Service Metrics

3. EVOLUTION OF ITIL ITIL - Information Technology Infrastructure Library
History
Originally created in late 80s by the UK government
Now truly global and applicable to all IT Services
Focus on process and roles rather than organisation
Version 1 in focused on UK Government
Version 2 in Industry wide and took into account changes in technology
Version 3 in June 2007 – Life Cycle Approach
OGC
Office of Government Commerce – UK Treasury ministry
ITSMF
The driver behind all things ITIL taken over from OGC
Global
USA, Canada, Mexico, Argentina, and Brazil - Americas
Australia, India, Singapore - Asia Pacific
Denmark, France, Germany, Netherlands, Sweden, UK - EMEA

4. ITIL …
Is a collection of books which contain recommendations & suggestions to improve provision of IT Services
Not a standard but a Best Practices Framework
Needs to be adopted and/or adapted
Best Practice vs. Good Practice – Good practice could be either the application of Best Practice or could be an input to Best Practice itself.

5. Benefits of ITIL framework:-
increased user and customer satisfaction with IT services
improved service availability, directly leading to increased business profits and revenue
financial savings from reduced rework, lost time, improved resource management and usage
improved time to market for new products and services
improved decision making and optimized risk.

6. Standards based on ITIL
BS 15000
ISO 20000
ITIL
BS15000 the first standard derived from ITIL
ISO 20000: ISO standard derived from ITIL

7. SERVICE LIFE CYCLE APPROACH

8. The Four P’s
The implementation of ITIL as a practice is about preparing and planning the effective use of The Four Ps:
People
Processes
Products
Partners

9. FOCUS AREAS

10. STORY TIME

12. ITIL describes processes, procedures, tasks and checklists that are not organization-specific, used by an organization for establishing integration with the organization's strategy, delivering value and maintaining a minimum level of competency. It allows the organization to establish a baseline from which it can plan, implement and measure. It is used to demonstrate compliance and to measure improvement.
The Five Volumes :
ITIL Service Strategy
ITIL Service Design
ITIL Service Transition
ITIL Service Operation
ITIL Continual Service Improvement

13. 1. SERVICE STRATEGY

14. ACTIVITIES OF SERVICE STRATEGY
Identify market & define your target area
Decide what services you want to offer & who can be the potential customers
Develop your service offerings
Build on/improve your services
Develop strategic assets
Develop new services
Help clarify the relationships between different services, processes, strategies etc.

15. SERVICE STRATEGY 1.Demand Management 2.Service Portfolio Management
3.Financial Management

16. SERVICE STRATEGY 1 OF 3
DEMAND MANAGEMENT

17. Simply Speaking
Demand Management = Know your customer and then identify his / her requirements

18. OBJECTIVES To understand customer’s current requirements
Trend of requirements over a period/business cycle
Match the customer’s expectations with organization's capabilities of providing services
Ensure Warranty & Utility are in alignment with customer’s needs

19. SERVICE PORTFOLIO MANAGEMENT
SERVICE STRATEGY 2 OF 3
SERVICE PORTFOLIO MANAGEMENT

20. SPM = How to bundle/package the services
Simply Speaking
SPM = How to bundle/package the services

21. OBJECTIVES Plan for services you can offer
Record of all the services including current, expired & in Pipeline
Provide information/guidance to Service Design

22. SERVICE STRATEGY 3 OF 3
FINANCIAL MANAGEMENT

23. Simply Speaking
Financial Management = Getting the Deal ($$$) right

24. OBJECTIVES
To serve as strategic tool to align IT services with Financial Decisions
To balance the Cost & Price as appropriate
Accounting for IT Services
Facilitate Accurate Budgeting
Finalize Financial Policies (e.g. Charging)
Financial Review & Control

25. COST VS PRICE Cost = Actual Expenditure of providing IT Services
Price = The amount at which one Sells IT Services
Hence Price – Cost = Profit

26. 2. SERVICE DESIGN

27. ACTIVITIES Design services to meet Business Objectives
Design Secure & Resilient IT Infrastructure
Identify, remove the risks from the services before they go live
Create & maintain IT plans, policies, technical & process framework (Design tool ensures standards are adhered to)
Design measurement methods & metrics for assessing effectiveness of processes
Design Effective & efficient processes for design, transition & operation phases
Scope includes new services & improvements as may be needed over a service lifecycle

28. SERVICE DESIGN Service Catalog Management Service Level Management
Availability Management
Capacity Management
Supplier Management
Information Security Management
Service Continuity Management

29. SERVICE CATALOG MANAGEMENT
SERVICE DESIGN 1 OF 7
SERVICE CATALOG MANAGEMENT

30. Service Catalogue Management = Services Ready to Use
Simply Speaking
Service Catalogue Management = Services Ready to Use

31. OBJECTIVES Create & Manage Service Catalog
Keep Service Catalog Up to Date with latest information
Continual Improvement in Management of Service Catalog

32. SERVICE LEVEL MANAGEMENT
SERVICE DESIGN 2 OF 7
SERVICE LEVEL MANAGEMENT

33. Simply Speaking
Service Level Management = Negotiate & Agree Service Levels with client

34. OBJECTIVES To Negotiate, Agree & Document the Service Levels
To balance the customer expectations & organization’s capabilities
To measure, report & continually maintain/improve service level
To manage the performance as per agreed service levels
To manage the customer relationship

35. ELEMENTS OF SLA Service Scope and description Service hours
Measures of availability and reliability
Support details – who to contact, when and how
Respond and fix times
Deliverables and time scales
Change approval and implementation
Reference to IT Service Continuity Plan
Signatories
Responsibilities of both parties
Review process
Glossary of terms

36. SLA,OLA,UC Customer SLA Organization Management OLA
Org’s Internal Teams UC
Vendors

37. AVAILABILITY MANAGEMENT
SERVICE DESIGN 3 OF 7
AVAILABILITY MANAGEMENT

38. Simply Speaking
Availability Management = Ensure IT is working as agreed

39. OBJECTIVES To ensure agreed Availability Level is met or exceeded
The Availability Management process plays an important role in ensuring that a defined level of IT services is continuously accessible to customers, in a cost-effective manner
Continually Optimize & Improve the availability by preparing Availability Plan

40. AVAILABILITY
The ability of a service, component or configuration item to perform it’s agreed & expected function when required
Usually expressed as Percentage
Availability= (AST-DT) X 100
AST
AST = Agreed Service Time
DT = Downtime

41. Availability Metrics
MTRS- Mean Time to Restore Service (Down Time) =
Relates to Maintainability (Also has an element of Serviceability)
Time
Detection
Restoration
Repair
Diagnosis
Recover
Incident
Occurred
Incident
Occurred
MTBF- Mean Time
Between Failures(Uptime)
= Availability
MTBSI – Mean Time Between system Incidents = RELIABILITY

42. SERVICE DESIGN 4 OF 7
CAPACITY MANAGEMENT

43. Simply Speaking
Capacity Management = Ensure IT is sized in optimum & cost effective manner

44. OBJECTIVES
Provide the required IT Infrastructure in a cost effective manner while also meeting it’s requirements
Ensure optimum utilization of IT infrastructure
Work on current & future needs
Produce & regularly upgrade Capacity Plan

45. SERVICE DESIGN 5 OF 7
SUPPLIER MANAGEMENT

46. Supplier Management = Manage Supplier Relationship & Performance
Simply Speaking
Supplier Management = Manage Supplier Relationship & Performance

47. OBJECTIVES Manage supplier relationship & performance
Ensure the Right & Relevant contracts with supplier
Manage the contracts throughout their lifecycle
Create & maintain Supplier Policy, List & Contracts Database

48. Requirement of 3rd party supplier
Supplier Selection
Requirement of 3rd party supplier
Request Supplier
Responses
Update supplier’s
records
Manage Suppliers
SCD
Select Suppliers
Analyze Supplier
Capabilities
Contract with
Supplier (UC)
Supplier provides
Services

49. Supplier – Contracts Database (SCD)
Contracts categorization
According to Types of services,
Owner, expiry date, value etc.
Contracts Modification/Termination
Supplier’s performance
Against contract terms
Supplier Contracts
Database
Fresh/Renewed
Contracts
Organization’s Supplier
Policy & Strategy
Records of Past/Expired Contracts
Existing Contracts

50. INFORMATION SECURITY MANAGEMENT
SERVICE DESIGN 6 OF 7
INFORMATION SECURITY MANAGEMENT

51. Simply Speaking
ISM = Protect your Data & Information

52. OBJECTIVES To prevent Unauthorized Access (& allow Authorized Access)
To provide effective security measures at Strategic, Tactical & Operational organizational Levels
To enable organization to do a business “Safely”
To comply with Security Requirements as per SLA

53. SERVICE CONTINUITY MANAGEMENT
SERVICE DESIGN 7 OF 7
SERVICE CONTINUITY MANAGEMENT

54. Simply Speaking
Service Continuity Management = Recover from disaster Z as per agreed & applicable SLA

55. OBJECTIVES To create & manage IT service continuity & recovery plans
To reduce potential disaster occurrence
To negotiate & manage necessary contracts with 3rd parties
Balance SLAs & Cost factors while planning for service continuity

56. 3. SERVICE TRANSITION

57. ACTIVITIES
Plan & Implementation of all the releases / Services (Applies to new & existing services)
Ensure that the changes as proposed in Service Design are realized
Authorize, Package, Build, Test & Deploy the releases into production
Transition of services to & from other Organizations
Decommission or Termination of services

58. SERVICE TRANSITION Service Asset &Configuration Management
Change Management
Release & Deployment Management
Knowledge Management

59. SERVICE ASSET & CONFIGURATION MANAGEMENT
SERVICE TRANSITION 1 OF 4
SERVICE ASSET & CONFIGURATION MANAGEMENT

60. SACM = Know what you have
Simply Speaking
SACM = Know what you have

61. OBJECTIVES
Identify, Record & Provide accurate information of the Configuration Items (CI = IT components)
Provide the Logical Model for IT infrastructure correlating the IT services & their components
Protect Integrity of the CIs
Create & maintain Configuration Management System
Manage Service Assets (Service CIs)
Perform regular audits / status accounting activities for all the CIs

62. CONFIGURATION MANAGEMENT SYSTEM
Presentation Layer /User Interface
Knowledge & Logic processing
Data/Source information gathering
CMDB1
Services
CMDB2
H/W
CMDB3
Policies
NOTE – CMDB can be any Database,
or even Excel File

63. SERVICE TRANSITION 2 OF 4
CHANGE MANAGEMENT

64. Change Management = Minimize the Impact of Change
Simply Speaking
Change Management = Minimize the Impact of Change

65. OBJECTIVES Study the adverse Impact of change & minimize it
Create & maintain a Change Management process
Prevent Unauthorized changes
Prepare Change (& Back out) Plans via FSC & provide PSA
Post Implementation Reviews of Changes
Maintain a record of all changes
Note - Change Management does NOT implement change

66. 7 Rs of Change Who RAISED it What is REASON for change
What is the RETURN expected from change
What could be the RISKS involved in change
Which RESOURCES are needed to implement change
Who (which R&D Team) is RESPONSIBLE for build, test & implement change
Is there (or what) any RELATIONSHIP between this change & other changes

67. RELEASE & DEPLOYMENT MANAGEMENT
SERVICE TRANSITION 3 OF 4
RELEASE & DEPLOYMENT MANAGEMENT

68. R & D Management = Bring in the change Carefully
Simply Speaking
R & D Management = Bring in the change Carefully

69. OBJECTIVES Implementing the authorized changes as per Change plan
Plan, Design, Build, Test & Install Hardware & Software components
Skills & Knowledge Transfer to enable
Customers & users the optimum use of service
Operations & support staff to run & support the service

70. SERVICE TRANSITION 4 OF 4
KNOWLEDGE MANAGEMENT

71. Knowledge Management = Gather, Analyze, Store & Share the knowledge
Simply Speaking
Knowledge Management = Gather, Analyze, Store & Share the knowledge

72. OBJECTIVES
Improve the efficiency by reducing the need to Re-discover the knowledge
Create, Maintain & update Service Knowledge Management System
Make sure that a Right & Relevant information at Right time is available for organization’s requirements (e.g. Customer details, contract/SLA data)

73. Data - Information – Knowledge - Wisdom
A set of discrete facts about the events
Usually large amount of data is/can be collected
Information
The data is arranged/sorted in appropriate context & manner so that it’s easy to locate/work on
Answers questions like Who, what, when, where?
Also read NEXT slide.

74. Data - Information – Knowledge - Wisdom
Created based on the information/data or own expertise
Answers How?
Is dynamic & context based
Helps in decision making
Wisdom
Gives detailed understanding
Arriving at the judgment
Helps finalize future decisions/actions

75. Service Knowledge Management System - SKMS
Presentation Layer /User Interface
Knowledge & Logic Processing
Service Knowledge Base
CMS
Services
H/W
Policies
DML
CDB
SCD

76. 4. SERVICE OPERATION

77. ACTIVITIES Keeping services into Operations Involves Management of
Ongoing day to day activities
Ensure that services are delivered at agreed levels (SLA)
Continual Improvement in meeting the SLAs & management of operations
Involves Management of
Services
Service Management Processes
People
Technology

78. SERVICE OPERATION Service Desk (FUNCTION) Incident Management
Event Management
Request Fulfillment
Access Management
Problem Management
Technical Management (FUNCTION)
IT Operations Management (FUNCTION)
Application Management (FUNCTION)

79. 5. CONTINUAL SERVICE IMPROVEMENT

80. KEY CONCEPTS CSI Model Service Measurement VDJI Structure
Types of Metrics
7 Step Improvement Process

81. Continual Service Improvement Model
What is the
Vision?
Where are
we now?
How to keep
Momentum
Going?
Where do we want
To be?
Did we
get there?
How do we
get there?

82. Service Measurement
Ability to capture the performance of an End to End service against Targets/Standards
Also helps in prediction of future performance
Produces management reports for comparison / Trend

83. Why do we measure? To Validate Strategic Vision Organization’s
Measurement
Framework
Factual
Evidence
Changes
Corrective
Actions
To Intervene
To Justify
Targets
Metrics
To Direct

84. ROLES & RESPONSIBILITIES
Service Manager
Oversee the development, implementation, Evaluation & Ongoing management of all new & existing products & services
Develops Business Case, Product Line strategy & Architecture
New Service Deployment & lifecycle Schedules
Perform Service Cost Management
Instill a Market Focus

85. 7 Step Improvement Process
2.Define What
You can
measure
3.Gather the
Data
4.Process the
Data
Goals
1.Define What
You should
measure
5.Analyze the
Data
7.Implement
corrective
Actions
6.Present & use
the Information

86. SUMMARY OF ITIL v3 PROCESSES & FUNCTIONS
1.SERVICE STRATEGY
Demand Management
Service Portfolio Management
Financial Management
2.SERVICE DESIGN
Service Catalogue Management
Service Level Management
Availability Management
Capacity Management
Supplier Management
Information Security Management
Service Continuity Management
5.CONTINUAL SERVICE
IMPROVEMENT
7 Step Improvement Process
Service Reporting
Service Measurement
Service Lifecycle
Approach
4.SERVICE OPERATION
Service Desk (FUNCTION)
Incident Management
Event Management
Request Fulfillment
Access Management
Problem Management
Technical Management (FUNCTION)
IT Operations Management (FUNCTION)
Application Management (FUNCTION)
3.SERVICE TRANSITION
Service Asset&Configuration Management
Change Management
Release & Deployment Management
Knowledge Management