1. Indika Dias Align Service with ITIL

2. ITIL Core Concepts Services - Delivering value to customers without specific own risk and cost Service life cycle is the core of ITIL V3.Service Design to retirement planning is in the Service life cycle. Service Life cycle 3. Processes structured set of activities to achieve specific objectives 4. Process Generic structure In service life cycle processes are associated in deferent phases Process controller Process policy, Process objective, Process owner, Process feedback Process Process steps, procedures, activities Process enablers resources & capabilities 5. Function - Subset of activities to deliver a specific task Roles - Defined responsibilities and privileges Service Owner Accountable for design,performance,integration,managemnt of a single service Process Owner Accountable for design,performance,integration,managemnt of a single process Service Manager Accountable for development , improvement ,management of all the services in the environment Product Manger Accountable for development , improvement ,management of group of related services 6. Service Management functions Service Desk Single point of contact between users and IT organization. Processes inbound incidents, Service requests, Change requests Local - support for users in premises Centralized-Support is centrally manage(multiple users/single support location) Virtualized-multiple locations to support multiple users. Virtue of the routing & calling Follow by sun- Support is irrelevant to the time zone. 7. Technical Management technical resource & skill procurement,management,development Application Management End to End application management in the environment. IT Operation Management Operation Management Console Management Backup & Restore management Media Management Facilities Management Power Fire supervision Datacenter /AC 8. Tool use in Service Management RACI Model Responsible charged for executing & perform the activity/task. Accountable-must answer for tasks outcome Consulting - review and provide advice for authorization Informative receive updates about task & activities 9. Service Strategy Overview Selection of services offers by service provider to customer. Deliver value to customer enable acceptable cost for service provider enable identity of risk factors Business value Ensure the service is align with business objectives Ensure cost & risk can affordable to service provider 10. Concepts & models ROI/VOI -return on the investment & value. Utility & warranty Utility ability to remove constraints & upgrade the performance on a service. Warranty ability to make service to runs on reliable & continual 11. Business Case - Documented justification on investment which deliver a value ex: IT service Service Assets resources & capabilities must available on a moment of service is proceeding. Service Portfolio services under management by service provider. And it consists service pipeline, service catalog , retired service 12. Service belt in delivering a service, service provider assets & customer assets get involved. And the delivery increase the performance of customer assets. It cause to the customer demand for service. 13. Service strategy processes Service strategy - concern about development of service concepts in delivery selection of service to provide understand the market Develop the offering develop the strategic assets prepare the execution Service portfolio management - Management of the information in the services in service portofolio.process have to do identification ,description ,selection of services 14. Demand management understanding and influencing demand from customers. User profiles characteristics of usersgroup Pattern of Business activity IT Financial management understanding and management of cost attached with services in financial terms Accounting - monitoring the money spent on a service. Budgeting - planning how money will spend on a service Charging - Secure payment from customer for provided services 15. Service Design This phase introduce all the supporting element in to the live environment. But still on design step. Business value Ensure the service are constructed according to agreed standards Ensure the performance of the service can measure Ensure the service management & support tool can support on service offerings 16. Concept & models Quality must be built in IT management service & its processes need to enhance the quality of their works. Service catalog entry portal for all information regarding its services to customer in live environment. Business service catalog - services in business Technical service catalog - Network,Security,Database,storage services Four Ps service design process , People ,partner ,products 17. Service Design Processes Service catalog management management & control of current available services to users( Services Features, Pricing information ,Key contact information) Service Level Management Align with agreed level with customer by securing performance (utility ) & reliability (warranty) SLA -service level agreement with provider & customer OLA-Performance level agreement with provider & customer. 18. Availability Management process concerned for availability of service, configuration items, system of its functions when required Capacity management maximum throughput of a service regard with the cost it spend & which meet the SLA agreements 19. BCM Business Capacity Management capacity management for primary business decisions like merge , acquisitions ,plan for new functions SCM Service capacity management capacity management for services which transferred from the business capacity factors CCM Component capacity management translate service level capacity management factors in requirement of configuration items or components 20. IT service continuity management charged for continuity of the service even at risk ,disaster moments by achieving at least the minimum level of SLA Business Impact Analysis Management Of Risks techniques IT security Management Security of IT assets associate with IT service. Confidentiality - assurance of assets availability for appropriate parties Integrity - assurance of the assets have not modified by other party Availability - assurance of the assets utilization when only it required Authenticity - genuine or trust of transaction parties Non-repudiation-Once transaction has completed ,may not revised without approval. 21. Supplier management Charged with obtain value for money from third party suppliers. Supply management handle supplier evolution, review, termination & contract negotiations 22. Service transition Management of changed and new services introduced to the live environment. Concepts and models Service V-model Progressive level activities results correspond to the next level. Testing at prior level before moving to the next step. Change additional ,change or modification to IT service. 23. Request for change Request for alter a service or configuration item .which can request form what ever party through the Service help desk & it process by change management Change types Normal changes - changes which meet in predefine criteria Standard changes - pre approved for implementation (password resets, office moves ,new higher procedure) Emergency changes Not foreseen ,quickly address 24. Change authority charged for approval of RFC. Configuration management system(CMS) management interface which store configurations of CI under its repository. Configuration Item (CI) Any significant to delivery IT service Change Model template /predefined set of steps Release set Set of configurations 25. Service transition Service transition processes Change management recording ,evaluating ,reviewing changes to the System, service, configuration items Recording RFC Reviewing RFC Assessment & evolution of RFC Authorization of RFC Planning Implementation coordination 26. Service asset & configuration management Planning, identification ,control ,status accounting ,verify and audit. Release & deployment management Transition planning & support in service acquisitioning ,merging organization anticipate changes (unusual volume change) service validation & testing check quality & error prior to the release. Evaluation acceptance of customer request for changed & new services knowledge management keep valuable data in testing & validating phase 27. Service Operation Charged for restore the service in any failure at interruptions Business value Ensure service operated within expected performance Restore services in quickly in service interruptions Concept & Models Balance Reactive & proactive focus Internal & external focus cost & quality 28. Communication Between users & IT service providers Between customers & IT service providers Between process ,functions ,team within IT service provider. Incident - causes interruption & degradation to an IT service Problem - unknown underlying cause to many incidents. Error - known cause to many incidents Known error - known cause for incident and workarounds also available Event - any change of state which has significant for delivery of a service 29. Service operation processes Incident management - In Most cases service desk execute Incident management to restore the service immediately. Detection Logging Classification Prioritization investigation & initial diagnosis Escalation Resolution & recovery closure Problem management identification & correction of flaws or errors to prevent & reduce incidents. 30. Event management - detection of events with appropriate response actions. informational - event information logged for potential future reference warning - alert on performance or capacity threshold limits exceptional - over the threshold. Intervention required Service request fulfillment -assisting user in no service degrade or interruption involved. 31. Access Management - provide authorized parties to have appropriate access to service information specified in service information security policy. 32. Continual service improvement Alignment service, processes ,functions with changing business needs. Concept & Models The Role of Measurement Justify Proposed course of action Direct - activity Intervene when corrective action is required Validate - actions has been taken 33. Technology and Architecture The role of automation Use of automation to identify trends & patterns Automation Systems Service Knowledge Management System Service portfolio /catalog Known Error Database Security Management Information system