ict service management primer
DESCRIPTION
Framework, life cycle and processes of governance and managements of ICT services for development and performance improvement.TRANSCRIPT
Introduction
The presentation is all about the competencies associated to governance and management of ICT services.
Introduction
The highlighted topics are lessons learned from existing standards and practices to elicit and elaborate “what to know”, “what to do”, and “what to be” in ICT service management.
Introduction
The presentation talks to people who are tasked to deliver the performance expectations of ICT in the organization.
Introduction
The customers of ICT in the organization will find the topics relevant in their way to understand the value of ICT organization to the strategy and performance of business.
Introduction
The training approach allows walk-through of standards documentation, story telling and analysis, template examination, and structured discussion.
Essential Questions
Identify key questions to speak of knowledge and performance areas in ICT governance and service management
Essential Questions
1.What documented and re-usable best practices to benchmark, analyze and draw service improvement requirements of the organization for ICT?
Essential Questions
3.What is the business of ICT services, or the alignment of ICT to the strategic intent of the organization?
Essential Questions
4.How to justify, plan, build, release, maintain and sustain ICT services and solutions for the organization?
Essential Questions
5.What are the critical phases, tasks, process, roles, metrics, methods, and technology in the governance and management of ICT services?
Essential Questions
6.How to deliver and support the ICT services and manage performance requirements for ICT of the organization?
Essential Questions
7.How to insure the integrity of the ICT services and products in the organization?
Essential Questions
8.How to use open standard software to manage the ICT services of the organization?
ICT=SERVICE PROVIDER
Efficiency and Effectivity
Separable from Business
Expense to Control
Technical Experts
ICT=STRATEGIC PARTNER
Business Growth
Inseparable from Business
Investment to Manage
Business Problem Solver
Deming’s QM Cycle
PLAN Plan service
management
DO Implement service
management
ACT Continual
improvement
CHECK Monitor, measure
and review
Business Requirements
Customer Requirements
Request for new/changed
services
Other processes e.g. business,
supplier, customer
Service Desk
Other teams, e.g. security, IT operations
Business Results
Customer Satisfaction
New / changed services
Other processes e.g. business,
supplier, customer
Other teams, e.g. security, IT operations
Management Responsibility
Check the ICT Challenge
Build or mend the ICT integration points by
1defining their service delivery process activities,
2identifying potential overlaps and gaps in that delivery cycle, and
3appropriately aligning roles and responsibilities.
Meta Group Research
Check the Drivers of Service Improvement
1. Competition
2. Increase dependency on ICT
3. Higher visibility of service failures
4. More exacting customer demands
Check the Drivers of Service Improvement
5. Increased complexity of the ICT Infrastructure
6. Rationalization
7. Developmental Agenda and Funds
8. Cost and sustainability
Infrastructure View of ICT Services
Public Customer and Users
Business Unit
Executive Office
Business Unit
Business Managers
Business Unit
Service Units
Intranet-Internet
Service Support
Web server
Apps Server
DNS server
Database Server
eMail Server
Security Server
Legislative Office
National Government
Agencies
Service Management
USER ICT ENVIRONMENT 3
DATA
ENVIRONMENT
1
OPERATING
ENVIRONMENT
Image & Video
Viewing
Web
Application &
Data
Services
Documents
Processing
Internet
Browsing
Communication
& Collaboration
Document
Files
Multimedia
Files
Transactional
Data
4
STORAGE
ENVIRONMENT
Digital
Security
2
APPLICATION
ENVIRONMENT
5
CONNECTIVITY
ENVIRONMENT Bandwidth
Operating
Software
Operating
Devices
Check Infrastructure of ICT Services
CONFIGURATION CAPACITY AVAILABILITY COST
1. HARDWARE
2. SOFTWARE
3. NETWORK
4. SECURITY
5. SKILLS
6. STANDARDS
7. POLICIES
8. SERVICE DESK
Check Service Quality of Experience
ATTRIBUTES PERFORMANCE INDICATORS
CRITICAL SUCCESS FACTORS
COST
1. AVAILABILITY
2. RESPONSIVENESS
3. CONSISTENCY
4. APPROPRIATENESS
5. FLEXIBILITY/MOBILITY
6. SECURITY/COMPLIANCE
7. COST EFFECTIVITY
Reasons to Measure Service Performance
1. To Direct
2. To Intervene
3. To Justify
4. To Validate
Malcolm Fry
Scope of ICT Service Management
1. Accountability (Results)
2. Responsibilities (Tasks)
3. Processes (Activities)
4. Decision (Standards)
IT SERVICE MANAGEMENT CAPABILITY PROCESS ACCOUNTABILITY RESPONSIBILITIES STANDARDS
Service Commitment Management
-Documentation -Procedure
-Identification & documentation of customers needs and service commitment -Establish and implement procedures to document needs and service commitment
Service Level Management Sourcing Strategy
Service Delivery Planning Management
Strategic Planning Financial Planning Capacity Planning Project Management
Service Tracking and Oversight
IT Audit
Subcontract Management
Conract Management Procurement Management
Configuration Management
IT Asset Management
Event Management Incident Management, Problem Management, Change Management
Service Quality Assurance
Continual Improvement Software Testing Information Security
Benchmarking Standards
Best practice framework and standards to benchmark understanding and performance of ICT governance and service management of the organization.
Benchmarking Standards COBIT: Plan & Organize
• Are IT and the business strategy
aligned?
• Is the enterprise achieving optimum use of its resources?
• Does everyone in the organisation understand the IT objectives?
• Are IT risks understood and being managed?
• Is the quality of IT systems appropriate for business needs?
Benchmarking Standards COBIT: Acquire & Implement
• Are new projects likely to deliver
solutions that meet business needs?
• Are new projects likely to be delivered on time and within budget?
• Will the new systems work properly when implemented?
• Will changes be made without upsetting current business operations?
Benchmarking Standards COBIT: Deliver & Support
• Are IT services being delivered in line
with business priorities?
• Are IT costs optimised?
• Is the workforce able to use the IT systems productively and safely?
• Are adequate confidentiality, integrity and availability in place for information security?
Benchmarking Standards COBIT: Monitor & Evaluate
• Is IT’s performance measured to
detect problems before it is too late?
• Does management ensure that internal controls are effective and efficient?
• Can IT performance be linked back to business goals?
• Are adequate confidentiality, integrity and availability controls in place for information security?
Benchmarking Standards
ITIL – Service Strategy
How customers will make service sourcing decisions with respect to use of different types of service providers
How visibility and control over value creation will be achieved through financial management
Benchmarking Standards
ITIL – Service Strategy
How robust business cases will be created to secure strategic investment in service assets and service management capabilities
How the allocation of available resources will be tuned to optimal effect across the portfolio of services
How service performance will be measured. [email protected]
Benchmarking Standards
ITIL – Service Strategy
What services should be offered
Who the services should be offered to
How the customer(s) and stakeholders will perceive and measure value, and how this value will be created
Benchmarking Standards
ITIL – Service Design: Goals
Design services to meet agreed business outcomes
Design processes to support the service lifecycle
Identify and manage risks
Design secure and resilient IT infrastructures, environments, application and data/information resources and capability
Benchmarking Standards
ITIL – Service Design: Goals
Design measurement methods and metrics
Produce and maintain plans, processes, policies, standards, architecture frameworks and documents to support the design of quality IT solution
Develop skills and capability within IT
Contribute to the overall improvement in IT service quality.
Benchmarking Standards
ITIL – Service Transition
The role of Service Transition is to deliver services that are required by the business into operational use.
Benchmarking Standards
ITIL – Service Operation
The purpose of Service Operation is to deliver agreed levels of service to users and customers, and to manage the applications, technology and infrastructure that support delivery of the services.
Benchmarking Standards
ITIL – Continual Service Improvement
Continual Service Improvement (CSI) is concerned with maintaining value for customers through the continual evaluation and improvement of the quality of services and the overall maturity of the ITSM service lifecycle and underlying processes.
Benchmarking Standards ISO/IEC 20000
Service Level Management
Availability
& Service
Continuity
Service Reporting
Security
Management
Capacity
Management
Financial
Management
Business Relationship Management
Supplier Management
Release
Management Incident Management
Problem Management
Automation
Resolution Processes
Release
Processes
Service Design & Management Processes
Relationship Processes
Control Processes
Configuration Management
Change Management
Describe Customer Service
Elicitation and elaboration on the operational meaning, and components of customer service for ICT
Describe Customer Service
1. Core Elements
RELIABILITY It refers to accurate and dependable
service; it refers to keeping the service promise. The service organization exhibits the attitude of continuously nurturing the values of accuracy and dependability to prevent errors caused by carelessness and flawed design of complicated and failure-prone system.
Describe Customer Service
1. Core Elements
SURPRISE It means finding ways to make the
customer say “wow, these people are good”; it comes from the unexpected extra efforts. The service organization is well recognized by the customer when it goes out of its way to help the customer, when it refuses to give up until a persistent problem is resolved.
Describe Customer Service
1. Core Elements
RECOVERY It involves regaining the customers’
confidence if the service is deficient; it means standing behind the service. The service organization institutionalize the steps to teach the importance of recover service, service problem identification, effective problem resolution, and service systems continuous improvement.
Describe Customer Service
1. Core Elements
FAIRNESS It requires a level playing field for company
and customer; business is conducted in an ethical arena. The service organization is expected by the customer to treat them fairly. Fairness is concretize in the manner the service companies keep their promise (reliability), offer clean, comfortable facilities (tangibles), give prompt service (responsiveness), be competent and courteous (assurance), and extend caring, individualized attention (empathy).
Describe Customer Service
2. Implement Customer Service
Identify the target customers
Determine what the customers want
Establish an Organizational Culture Supportive of Customer Service
Describe Customer Service
2. Implement Customer Service
Implement an Externally Oriented Strategic Service Concept
Implement an Internally Oriented Strategic Service Concept.
Describe Customer Service
3. Service
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.
Describe Customer Service
4. ICT Service
It refers to the align use of information and communications technology (such as computing devices, software, development methods, technical skills, programming tools, web applications, multimedia, local area networks, Internet, mobile phone, broadband, etc).....
Describe Customer Service
4. ICT Service
..... that have the ability to improve or optimize the performance and value creation of the country, organization and people.
Describe Customer Service
5. ICT Service Management
Service Management is a set of specialized organizational capabilities for providing value to customers in the form of services.
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Describe Customer Service
5. ICT Service Management
It is the effective and efficient process driven management regarding the quality of ICT services, provided to end-users
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Describe Customer Service
5. ICT Service Management
Ensuring the quality of products and services based on the reasonable expectations of customers
Enabling business to meet strategic business goals
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Describe Customer Service
ORGANIZATION OBJECTIVES
BUSINESS PROCESSES
ICT SERVICES
SERVICE MANAGEMENT
Service Management Tree
Value Proposal of ICT Services to Customer
1. Effort hours reduced
2. Number of processes improved
3. Transaction time reduced
4. Number of hours and money saved due to process improvement
5. Time and cost savings
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Value Proposal of ICT Services to Customer
1. Effort hours reduced
2. Number of processes improved
3. Transaction time reduced
4. Number of hours and money saved due to process improvement
5. Time and cost savings
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Value Proposal of ICT Services to Customer
6. Reduction of Redundancies
7. Material Savings
8. Immediacy and accuracy of information
9. Increased in social return
10. Positive image and customer confidence
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CUSTOMER SERVICE S.W.O.T.
STRENGTH WEAKNESS OPPORTUNITIES THREATS
LEADERSHIP
MOTIVATION
STRUCTURE
PROCESS
SKILLS
TECHNOLOGY
SUPPLIERS
CULTURE
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GOVERNANCE
Ensures clarity of, and accountability for the desired outcomes
Enables understanding of the full scope of effort
GOVERNANCE
Breaks down the 'silos' and 'connects the dots'
Manage the full economic life cycle
Senses and responds To changes and deviations
COMPONENTS OF ICT GOVERNANCE
Structure: involves the existence of responsible functions such as IT executives and a diversity IT Committees.
Processes refer to strategic IT decision making and monitoring.
Relational: business/IT participation, strategic dialog and shared learning.
Governance Requirements
Outlines the organization and leadership imperatives for efficient, effective, reliable, sustainable and secure governance and management of ICT services
ICT Governance
It is specifying decision rights and accountability framework to encourage desirable behaviour in the use of ICT in the organization.
Governance Requirements
ICT PRINCIPLES
Decision on the high level statements on how ICT is to be used by the organization in order to bring about the business and service principles in pursuing the social and economic development goals.
Governance Requirements ARCHITECTURE
Decision on the integrative model and the set of performance, process, data, application and technology reference standards to guide the organization to logically mapped out the requirements and metrics to be implemented in the solution development and delivery of ICT services.
Governance Requirements ICT INFRASTRUCTURE
Decision on the integrative, standard-based and strategic approaches to acquire and construct the ICT foundation of the organization’s operating platform, network, application, databases, security and business continuity.
Governance Requirements APPLICATION SOLUTION NEEDS
Decision on suitable ICT application to be acquired or developed to enable the technology mediated process to create, capture, share, and re-use information, and to mediate communication, transaction and interactivity.
Business Strategy of ICT
Define, strategize and plan the business of ICT services to create value to the performance improvement of the organization.
Business Strategy of ICT -Strategy Triangle of ICT Services
ICT SERVICES
BUSINESS
STRATEGY TECHNOLOGY
STRATEGY
ARCHITECTURE
STRATEGY
Business Strategy of ICT -Alignment Model
1. Business
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T
E
C
H
N
O
L
O
G
Y
MANDATE
VISION
MISSION
VALUES
FUNCTIONS
UNITS
GOALS
OBJECTIVES
POLICIES
PROCESS
PRODUCTS
USERS
CUSTOMERS
PARTNERS
SUPPLIERS
ORGANIZATION
DECISION
STRUCTURE
INFLUENCE
RELATIONSHIPS
LOCATIONS
CORE CAPABILITIES
DIFFERENTIATING CAPABILITIES
KEY PERFORMANCE INDICATORS
FUND SOURCES
THE GOVERNMENT AGENCY INFORMATION
ARCHITECTURE
PROCESS
DATA
METHODS
TOOLS
Business Strategy of ICT Strategic Plan
Vision
Mission
Values
Goals
Objectives
ARCHITECTURE
Investment
Sourcing
Funds
Results
Metrics
Risks
Timelines
Governance
AS-IS-STATE TO-BE-STATE
Current
Enterprise
Business
Configuration
Future
Enterprise
Business
Configuration
DRIVERS
GQM OF ICT SERVICES
Conceptual level (GOAL): A goal is defined for an object, for a variety of reasons, with respect to various models of quality, from various points of view, relative to a particular environment.
GQM OF ICT SERVICES
Operational level (QUESTION): A set of questions is used to characterize the way the assessment/achievement of a specific goal is going to be performed based on some characterizing model.
GQM OF ICT SERVICES
Quantitative level (METRIC): A set of data is associated with every question in order to answer it in a quantitative way
Develop ICT Services
Justify, plan, build, release, maintain and sustain ICT services and solutions for the organization
Develop ICT Services
ACQUISITION PRINCIPLES
Alignment Principle
Quality Principle
Capability Principle
Appropriation Principle
Develop ICT Services
Acquisition Principles:
ALIGNMENT PRINCIPLE – acquisition must be congruent to the business and information systems strategies.
QUALITY PRINCIPLE – acquisition must adhere to the quality performance metrics defined for the kind of products and services
Develop ICT Services
Acquisition Principles:
CAPABILITY PRINCIPLE – acquisition must integrate the optimal utilization and improvement of internal capabilities.
APPROPRIATION PRINCIPLE – acquisition must be supported with appropriate budget.
Develop ICT Services Strategic Sourcing Life-Cycle
m
SOURCING STRATEGY
EVALUATION & SELECTION
CONTRACT DEVELOPMENT
SOURCING MANAGEMENT
Phase 1
Phase 2
Phase 3 Phase 4
Develop ICT Services
SOURCING STRATEGY
Identify business requirements
Recognize competencies and capabilities
Determine the most appropriate sourcing alternatives (in-source, out-source, off-shore)
Establish the business case
Gain buy-in of the stakeholders
Develop ICT Services
EVALUATION AND SELECTION
Ensures that the combination of “in-house” organizations and selected external services has the right mix of competencies and know-how.
Develop ICT Services
EVALUATION AND SELECTION
Ensures that the combination of “in-house” organizations and selected external services has the right mix of competencies and know-how.
Develop ICT Services
CONTRACT DEVELOPMENT
Finalizes the sourcing deal and negotiate the living contract
Uses a contract structure that meets the organization's change requirements.
Develop ICT Services
SOURCING MANAGEMENT
• Performs the ongoing management of the deal among the service provider, the service recipient and business units.
Develop ICT Services
SOLUTION DEVELOPMENT CYCLE
Inception and Elaboration
Construction
Transition
Support
Develop ICT Services
SOLUTION DEVELOPMENT LIFE CYCLE)
INCEPTION & ELABORATION
Operational Concept Description (OCD)
System and Software Requirements Definition (SSRD)
System and Software Architecture Description (SSAD)
Life Cycle Plan (LCP)
Feasibility Rationale Description (FRD)
Develop ICT Services
Model-Based (System) Architecting and
Software Engineering (MBASE)
CONSTRUCTION
Iteration Plan
Iteration Assessment Report
Release Description
Quality Management Plan
Test Plan
Test Description and Results
Inspection Plan
Inspection Report [email protected]
Develop ICT Services
Model-Based (System) Architecting and
Software Engineering (MBASE)
TRANSISTION
Transition Plan
User’s Manual
SUPPORT
Support Plan
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Develop ICT Services
SOLUTION READINESS ASSESSMENT
Functionality
Usability
Quality
Support
Documentation
Architecture
Governance
Develop ICT Services
FUNCTIONALITY
How aligned is the information systems features and configuration to the business users’ requirements?
Develop ICT Services
USABILITY
How good are the information systems features to provide effectivity, efficiency, and satisfaction?
Develop ICT Services
QUALITY
Of what quality are the process, data, application, and technology designs of the information systems?
Are the running application, database, network, and security services exhibit the expected quality of experience metrics and performance standards.
Develop ICT Services
SUPPORT
How well are information systems components supported?
How definitive are the service level agreements between the business and ICT services provider?
What is the level of people capability to use and support the information system? [email protected]
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Develop ICT Services
DOCUMENTATION
Of what quality are the documentations of the information systems components?
Develop ICT Services
ARCHITECTURE
Is the information systems based on an enterprise-wide reference models of performance, process, data, application and technology?
Develop ICT Services
ARCHITECTURE
Is the information systems based on an enterprise-wide reference models of performance, process, data, application and technology?
Develop ICT Services
GOVERNANCE
Is their an ICT service management framework to control the processes and delivery of each phase of ICT service life-cycle?
Develop ICT Services
SOLUTION QUALITY METRICS
Functionality
Reliability
Usability
Efficiency
Maintainability
Portability
ICT Service Management Life Cycle
Identification of the critical phases, tasks, process, roles, metrics, methods, and technology in the management of ICT services.
Service Operation
Identify the key processes and practices to deliver and support the operation of ICT services.
Service Operation -Operation Metrics
Operational Availability
Uptime/downtime
Server and Network
Resource Utilization
CPU Utilization
Storage/Storage Growth
Bandwidth
Service Operation -Operation Metrics
Process Effectiveness
Incident Management
Problem Management
Change Management
Service Operation -Operation Metrics
Service Health
Infrastructure
Applications
Resource Cost
People Cost
Asset Cost
Service Cost
Service Operation -Service Level Management
1. Is the quantity and quality of IT services required being managed?
2. Is service as previously agreed being delivered?
3. Are services being provided at affordable costs?
4. Is the interface with the business and users being managed?
Service Operation -Service Level Management
1. Service Level Agreement
2. Operation Level Agreement
3. Underpinning Contracts
4. Terms of References
Service Operation -Configuration Management
1. Is there better control of IT assets?
2. Is there better support of the delivery of quality IT services?
3. Has economic service provisioning been enhanced?
4. Are there support, integration and interfacing to all other ITSM processes?
Service Operation -Service Delivery
1. Service Level Management - maintain and improve the level of service to the organization
2. Availability Management - optimize IT infrastructure capabilities, services, and support to minimize service outages and provide sustained levels of service to meet business requirements
Service Operation -Service Delivery
Capacity Management - enables an organization to tactically manage resources and strategically plan for future resource requirements
IT Service Continuity - managing an organization's capability to provide the necessary level of service following an interruption of service
Service Operation -Service Delivery
Financial Management for IT Services - managing the costs associated with providing the organization with the resources needed to meet requirements
Security Management – insure integrity and confidentiality
Service Operation -Service Support
Incident Management - the day-to-day process that restores normal acceptable service with a minimal impact on business
Problem Management - the diagnosis of the root causes of incidents in an effort to proactively eliminate and manage them
Service Operation -Service Support
Configuration Management – process of maintaining data on the physical and logical perspective of the IT infrastructure and provision status of ICT services.
Change Management - standard methods and procedures for effective managing of all changes
Service Operation -Service Support
Release Management – process of testing, verification, and release of changes to the IT environment
Service Desk (Function) - a function not a process, this provides a central point of contact between users and IT
