1. IT SERVICE MANAGEMENT (ITSM)

2. ITIL\ITSM OVERVIEW  ITIL Framework

3.  What is ITIL?  ITIL = Information Technology Infrastructure Library  A set of best practice guidelines for IT Service Management in planning, implementing, delivery and support of quality IT services.  Infrastructure = People, Processes and Technology ITIL\ITSM OVERVIEW

4.  What is ITSM?  ITSM = Information Technology Service Management  The implementation and management Service Support and Service Delivery processes aligned to meet the needs of the business with an appropriate mix of people, processes and technology. ITIL\ITSM OVERVIEW

5.  Infrastructure- - People, Processes and Technology  IT Service - - Fulfills one or more of the customers needs - Supports customers business objective  Process – - A structured set of activities designed to accomplish a specific objective. A process may define policies, standards, guidelines, activities and work flow instructions.  Activity – - A set of actions designed to achieve a result ITSM – SERVICE SUPPORT

6. Service Support has an “Operational” focus. The activities include the day-to-day or short-term planning activity of a business or service management process. ITSM – SERVICE SUPPORT Change Management Release Management Incident Management Configuration Management Problem Management Service Support

7. ITSM – SERVICE SUPPORT Service Desk Integrated function, not a process, to all of the “operational” process. Serves an intended purpose Single point of contact between service providers, customers and users. Manages incidents and escalates according to agreed service levels. Manage requests, incidents, service requests and communications with customer and users. Change Management Release Management Incident Management Configuration Management Problem Management Service Support

8. ITSM – SERVICE SUPPORT

9.  Service Delivers value to customer by facilitating outcomes customers want to achieve without ownership of the specific costs and risks e.g. The HFS backup service means that you as Unit ITSS don’t have to care about how much tapes, disks or robots cost and you don’t have to worry if one of the HFS staff is off sick or leaves ITIL – SERVICE SUPPORT

10.  Service Level  Measured and reported achievement against one or more service level targets  E.g.  Red = 1 hour response 24/7  Amber = 4 hour response 8/5  Green = Next business day  Service Level Agreement  Written and negotiated agreement between Service Provider and Customer documenting agreed service levels and costs

11. ITIL - SERVICE DELIVERY STRATEGIES

12. ITIL ROLES  Process Owner  Ensures Fit for Purpose  Process Manager  Monitors and Reports on Process  Service Owner  Accountable for Delivery  Service Manager  Responsible for initiation, transition and maintenance. Lifecycle!

13.  Business Relationship Manager  Service Asset & Configuration  Service Asset Manager  Service Knowledge Manager  Configuration Manager  Configuration Analyst  Configuration Librarian  CMS tools administrator ITIL ROLES

14.  Process  Structured set of activities designed to accomplish a defined objective  Inputs & Outputs  Measurable  Function  Team or group of people and tools they use to carry out one or more processes or activities  Own practices and knowledge body FUNCTIONS AND PROCESSES