ITSM – IT Service Management
Complete set of activities required to provide service to an organisation including policies and strategies to:
Plan, design, deliver, operate and control the IT services it offers to its customers
ITIL introduced 25 years ago developed as a framework to use in order to perform ITSM.
ITIL is guidance for ITSM, flexible, comprehensive compilation of best practices. Vendor neutral framework, large amount of sw solutions.
ITIL is not a standard like ISO or a regulation its best practice. It is not a substitute for vision, leadership or management.
Framework to make service management more efficient and effective.
Best Practice sources:
Standards (ISO/IEC 2000), academic research, industry practices, training and education, internal experience
Proven activities or processes that have been successfully used by many different organisations in a specific industry.
Enablers: employees – automation is great but still need employees
suppliers – must enable your vision for ITIL in organisation
advisors – guidance from own research and education or outside advisors
technology – manage sw tools but with clearly documented processes
Sources and enablers allow the organisation to fully understand and implement effective best practices.
Service delivering value to customers giving outcomes they want w/o ownership of costs/risks
Outcome can be intended or actual result
Types of providers
Type 1 – Internal
Type 2 – Internal serve more than one business unit
Type 3 – external
A stakeholder is a customer, user or supplier
Process – Set of co-ordinated activities combining resources or capability to produce outcome that creates value for customer. Key point value for customer.
ITIL covers 27 processes 22 of them are in the foundation.
A process responds to an event called a trigger and is measurable. It produces a specific result and delivers to defined customer expectation.
Function is a unit that performs certain types of work and responsible for specific outcomes.
They perform the activities of processes.
Roles within a process or function:
Service owner, Process Owner, Process Manager
RACI – Responsible, Accountable, Consulted, Informed.
ITIL Lifecylce: Service strategy, design, transition, operation, CSI.
Type 2 example service desk.
Utility is functionality of a service, fit for purpose. Warranty is fit for use.
Creating value is a balance between utility and warranty.
Always try to understand the utility and warranty of a new or changed service to understand the best value. Tradeoffs are made.
Service Portfolio Management
Ensure correct mix of services to balance IT investment to support business objectives. 2 big pieces in services: the service pipeline and catalog info on all services from concept to operations.
Restricted visibility to those who need to know.
Service catalog can be viewed by customers.
Service Portfolio Management begins in service strategy and then in every stage of service lifecycle. Since resources are allocated throughout the lifecycle of every service. Monitor resources and where they are used.
Business Relationship Management – maintain business relationship between service provider and customer. Identify needs and ensure service provider can meet the needs. Identify trends and changes.
Financial Management – relevant in all stages
Budgeting – forecast cost to support services
Accounting – Money divided into cost centres
Charging – Type 3 service provider always charge
Type 1 and 2 sometimes charge
Business case – ROI, VOI – Value on Investment (reputation, awareness)
Roles in S. Strategy – Recommended
Process Owner > Process Manager
Processes can own multiple services
Co-ordinate design activities
Policies and standards
Process quality control – assess effectiveness and efficiency of the eight design processes
Complete Service Design – 5 parts:
Service Solutions, Management Information Systems and Tools, Technology Architecture and Management Architecture, Processes, Measurement and Metrics.
Management Info Systems – Service Portfolio, SKMS, CMS.
We need to align our management structure with existing business processes. Needs of the business comes first. Each of the 26 processes must be designed properly.
4 P’s – People, Processes, Products, Partners of Service Design.
Service Design Packages (SDP’s)
Part of migration from design to transition.
A blueprint that will guide us in the transitiion phase. Also used for service retirement.
Service Level Agreements – SLA’s are in SDP’s
Service Catalog overview, informs customers, SLA targets, Manage customer expectations
CMS – close relationship to catalog but more detailed
Service Level Management (SLM)
Ensure SLM and BRM are aligned, negotiation is key
3 key docs in SLM:
Service Level Agreement (SLA)
Operational Level Agreement )OLM)
Underpinning Contracts (UC)
SLA Charts, Service Improvement Planning
Each Service has its own SLA
3 sub processes of Capacity Management
Availability Management – Reactive and Proactive
Risk Management – Avoid, Mitigate, Accept
Component Failure Impact Analysis (CFIA)
Fault Tree Analysis (FTA) Identify Single Point of Failure
Expanded Incident Lifecycle
Mean Time Between Failure (MTBF)
Mean Time to Restore Servie (MTRS)
Mean Time Between Service Incidents (MTBSI)
Availability Measurement – Mostly %
IT Service Continuity Management ITSCM – Disaster Recovery
Risk Analysis focuses on likely events. ITSCM looks at unlikely events
Info Security Management – Compliance, legislation
CIA Triad – Confidentiality, Integrity, Availability
4 supplier types: Strategic, Tactical, Operational, Commodity
ITIL likes tools
Physical Development, Testing, Config documented, Operations trained
Plan/Manage service changes efficiently and effectively
8 processes in S. Transition
Customer involved in pilots and acceptance testing
Transition Planning – Co-ordinate Resources, agreed time, cost, quality
Service Knowledge Management System (SKMS)
Data comes from many sources
SKMS houses CMS and CMS contains CMDB’s
Service Asset and Config Management (SACM) – vital to knowledge management
SACM definitions and concept
SKMS can only have one CMS but CMS can have multiple CMDB’s
CMS includes info on incidents, service requests, changes, problems, releases, errors and more
Definition Media Library (DML) – Licensing, software
SACM 5 Principles
Planning and Management
Identification, Control, Status Accounting, Verification Audit.
Change Management – Modify, Add, Remove
Changes happen at every stage – emergency, normal or standard
change priority done by Transition Planning and Support – Recorded in CMS
CAB – Members, PSO – Project Service Outage
CAB is not change authority – RFC states this
5 change docs:
Request for change, change record, CAB Minutes, change schedule, projected service outage
Release and Deployment Management
Physical/Virtual assets, SW, documentation, user training, contracts and agreements, testing is completed
R&D policy, plans, define create and test packages
Integrity of live environment, deploy sw from DML only
Track Progress with SACM
Models – Generic or Specific
KEDB – Known Error Database
Request Fulfilment Process
IT Operations Management
Technical Management – Infrastructure Knowledge
Applications Management – Application Knowledge
Continual Service Improvement (CSI)
Occurs at all stages and on itself
Dening cycle – Plan, Do, Check, Activation
Continual Service Improvement Register
Documents all potential improvement opportunities
CSI is the only process within CSI
CSI Metrics and Measures
KPI – Key Performance Indicator
CSF – Critical Success Factor
Ketters 8 steps to change
Build a culture of change and improvement
Look for efficiencies and quick wins
Categories of events: Informational, warning and exception
DIKW – Data, Information, Knowledge, Wisdom
DML – Media config items (CI’s) are stored
Process Practitioner carries out activities of a process
Incident Model – steps to resolve incident
RACI – Responsible, Accountable, Consulted, Informed
All processes deliver specific results to stakeholders
Sources of best practice – Standards, industry practice, academic research, training and education, internal experience
Service Portfolio Management – A correct mix of services to balance IT investment to support the business objectives.
Includes Service Pipeline (strategy and design)
includes Service Catalog (Transition and Operation)
Service Catalog – Info on all services in operational environment. Customers can view this
Service Portfolio Management begins in strategy but occurs in all other stages (Resource allocation)
Utility – fit for purpose
Service catalog is widely available
CMS contains detailed info on components of each service
Catalog publishes key SLA targets
Types of Catalog – Simple, Biz or Customer Service, Technical
Event Definition – Change of state that has significance for the management of an IT Service
CSI – 7 Steps Improvement Process
1. Define what you should improve
2. Define what you will measure
3. Gather the data
4. Process the data
5. Analyse the information
6. Present and use the information
7. Implement improvements
7 Steps to Service Improvement
1. Define Vision
2. Define what is measured
3. Gather data
4. Process data
5. Analyse data
6. Assess knowledge and service improvement plans
7. Implement agreed changes/improvements
Approach to CSI
What is the vision?
Where are we now?
Where do we want to be?
How do we get there?
Did we get there?
How do we keep the momentum going?