service delivery and support v2.1

8/7/2019 Service Delivery and Support V2.1

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Service Delivery

and

Service Support


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Shahene Effendi

Mninawa Mkoko

Jeremiah Mulaudzi

Denzil Thorne

Ian Zeeman

Service Delivery

and

Service Support


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Service Delivery And Support

Agenda

Introduction & Overview Shahene Effendi

Service Strategy Shahene Effendi

Service Design

Mninawa Mkoko Service Transition Jeremiah Mulaudzi

Service Operation Ian Zeeman

Continual Service Improvement Denzil Thorne


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Introduction & Overview

Relevant public frameworks

ISO/IEC 20000ISO/IEC 27001

Capability Maturaty Model Integration (CMMI )

Control Objectives for Information & related Technology (COBIT )

Projects in Controlled Environments (PRINCE2 )

Management of Risk (M_o_R )

Information Technology Infrastructure Library (ITIL)



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Introduction & Overview


Relevant public frameworks

ISO/IEC 20000ISO/IEC 27001

Capability Maturaty Model Integration (CMMI )

Control Objectives for Information & related Technology (COBIT )

Projects in Controlled Environments (PRINCE2 )

Management of Risk (M_o_R )

Information Technology Infrastructure Library (ITIL)


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ITIL V3

Reference: http://www.itil.org.uk

A customisable framework that consists of a

series of documents that aid in defining howService Management is applied in an

organisation



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ITIL V3


Previously version (V2) focus

Service support and service delivery



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ITIL V3


Previously version (V2) focus

Service support and service delivery

Version 3 focus

Service Lifecycle

Formally known as

ITIL Service Management Practices



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ITIL V3

Reference: http://www.ogc.gov.uk/guidance_itil_4671.asp

Service Strategy

Service Design

Service Transition

Service OperationContinual Service Improvement

Core Publications



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ITIL V3 Service Strategy


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Provide organisations with the ability to design,

develop and implement Service Management as a

strategic asset and to think and act in a strategic

manner


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Concepts

Service Strategy Principles

Service Strategy

Service Economics

Strategy and Organisation


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Concepts


Service Strategy

Service Economics



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Concepts


Service Strategy

Service Economics



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Concepts


Service Strategy

Service Economics



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ITIL V3 Service Design


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Introduction Service Design Principles

It is important that the right interfaces and links to the design activities exist.

When designing new or changed services, it is vital that the entire Service Lifecycle

and ITSM processes are involved from the outset.

The following are actions that need to be undertaken from the outset of a Service

Design to ensure that the solution meets the requirements of the business:

Add solution to the overall Service Portfolio

Understand the Service Level Requirement for service when it goes live.

Extend Budget if new infrastructure is required. Conduct risk analysis and risk assessment.

Service desk to be made aware of the new service.

Service transition can start planning the implementation.

Supplier management will be involved if procurement is required.

ITIL V3 Foundation Complete Certification Kit: 2009 Edition: (47-75)Sharon Taylor etal,ITIL V3 SERVICE DESIGN


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Background

Concerned with design of IT Service and associated with Processes

Service management systems and tools

Technology architecture

Measurement systems

The main objectives Convert strategic objective defines defined during service strategy into service

and service portfolio

Ensure consistent design standards and convention are followed in all servicesand process being designed



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Balanced Design


Jim McCarthy, author of Dynamics of

Software Development, states: 'As a

development manager, you are working

with only three things Functionality

Resources

Schedule

In order to achieve this, the overall

management of these design activities

needs to ensure. Good communication between the various design

activities and all other parties, including the businessand IT planners and strategists.

The latest versions of all appropriate business and IT

plans and strategies are available to all designers.


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ITIL V3 Service DesignIdentify Service Requirements


ensuring that the services delivered meet the functionality and quality of

service.

scalability of the service to meet future requirements.

The business processes and business units supported by the service.

The service itself and its Service Level Requirement (SLR) or Service Level Agreement

(SLA) the environment, the data and the applications

The performance measurements and metrics required

The legislated or required security levels.

four separate technology domains that will need to be addressed, they

are the supporting components of every service and contribute to its

performance. Infrastructure

Environmental

Data

Applications


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ITIL V3 Service DesignService Catalogue Management


The purpose, goals and objective of service catalogue

management:

consistent information on all of the agreed services.

Service Catalogue is produced and maintained, containing accurateinformation.

is to manage the

information contained within the Service Catalogue

accurate and reflects the current details.

The scope of the Service Catalogue Management process is to

provide and maintain accurate information on all services that are

being transitioned or have been transitioned to the live

environment.


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Service Level Management - Goals



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Service Level Management


Service Level Agreement(SLA)

Service Catalogue

Underpinning Contract(UC)

Operational Level Agreement

(OLA)

Service Level Requirements

What are the roles of OLAs and

UCs?

They are agreements with

other internal areas of the

organization (e.g. the Service

Desk,human resources) and

external suppliers on how they

support the IT organization in

meeting the SLAs with

customers.


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How SLAs, OLAs and UCs fit together



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Service Level Agreement Structures


The important factors to consider when

choosing the SLA structure are: Will the SLA structure allow flexibility in the levels of service

to be delivered for various customers?

Will the SLA structure require much duplication of effort?

Who will sign the SLAs?


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Service Level Agreement Structures Contd


Typical Multi-level SLA Structure components:

Corporate level: All generic issues are covered, which are the same for theentire organization. Example: The Corporate Security Baseline, e.g. Passwords, ID

cards etc

Customer level: Those issues specific to a customer can be dealtwith. Example: Security requirements of one or more departments within

the organization are higher e.g. the financial department needs highersecurity measures.

Service Level: All issues relevant to a specific service (in relation tocustomer) can be covered. Example: The email services for a particular

department needs encryption and secure backups.


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Supplier management Goals and Objectives


Manage suppliers and the services they supply, to

provide seamless quality of IT service to the business

and ensure that value for money is obtained.

Other objectives include the application of capabilitiesto: Obtain value for money from supplier and contracts.

Ensure that underpinning contracts and agreements with suppliers are

aligned to business needs.

Manage relationships with suppliers.

Negotiate and agree contracts with suppliers.

Manage supplier performance.

Maintain a supplier policy and a supporting Supplier and Contract Database

(SCD).


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ITIL V3 Service DesignSupplier Management -Types of Supplier Arrangements


Application Service Provision

Knowledge Process Outsourcing

Business Process Outsourcing Common examples are accounting, payroll

and call centre operations.

Partnership or multi-sourcing

Co-sourcing

All Supplier Management process

activity should be driven by supplier

strategy and policy. In order to

achieve consistency andeffectiveness in the implementation

of the policy, a Supplier and Contract

Database (SCD) should be

established.


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ITIL V3 Service DesignIT Service Continuity Management - Goals


To support the overall Business Continuity Management by

ensuring that the required IT infrastructure and the IT service

provision can be recovered within required and agreed business

time scales.

Often referred to as Disaster Recovery planning.

The scope of IT Service Continuity Management considers all

identified critical business processes and IT service(s) that

underpin them.

This may include IT staff members, hardware, software

essential services and utilities, critical paper records

courier services, voice services & physical location areas e.g. offices, data centres

etc.


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ITIL V3 Service DesignIT Service Continuity Management Key Activities


Performing a Business Impact Analysis (BIA) identifies

Risk Assessment

Developing Countermeasures (Recovery and Risk Reduction

Measures)

Operational Management

Skill requirements for ITSCM Manager and staff include

Knowledge of the business (help set priorities)

Calm under pressure

Analytical (problem solving)

Leadership and Team players

Negotiation and Communication


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ITIL V3 Service Transition


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Reference: www.best-management-practice.com

Process objective: To build and deployIT services. It also makes sure that

changes to services and service

management processes are carried outin a coordinated way.

PART OF : IT SERVICE MANAGEMENT



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The following processes are part of the ITIL v3 core discipline service

transition:

CHANGE MANAGEMENT

Process objective: to control the lifecycle of all changes. The primary

objective of change management is to enable beneficial changes to

be made, with minimum disruption to IT services.

PROJECT MANAGEMENT( TRANSITION PLANNING AND SUPPORT)Process objective: To plan and coordinate the resources to deploy a

major release within the predicted cost, time and quality estimates.



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RELEASE AND DEPLOYMENT MANAGEMENT

Process objective: to plan, schedule and

control the movement of releases to test and

live environments. The primary goal of

release management is to ensure that the

integrity of the live environment is protectedand that the correct components are

released.



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Reference: en.wikipedia.org/.../Information_Technology_Infrastructure_Library

SERVICE VALIDATION AND TESTING

Process objective: to ensure that deployed releases and the

resulting services meet customer expectations, and to verify that IT

operations is able to support the new service.

APPLICATION DEVELOPMENT AND CUSTOMIZATION

Process objective: to make available applications and systems

which provide the required functionality for IT services. This

process includes the development and maintenance of custom

applications as well as the customization of products from software

vendors.



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Reference:en.wikipedia.org/.../Information_Technology_Infrastructure_Library

SERVICE ASSET AND CONFIGURATION MANAGEMENT

Process objective: to maintain information about configuration

items required to deliver an IT service, including their

relationships.

KNOWLEDGE MANAGEMENT

Process objective: To gather, analyze, store and share knowledge

and information within an organization. The primary purpose of

knowledge management is to improve efficiency by reducing the

need to rediscover knowledge.



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ITIL V3 Service Operation


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GOAL

To coordinate and fulfill activities and

processes required to provide and

manage services for business users and

customers with a specified agreed level

Assists in implementing management

practices which ensure that customers

are satisfied and receive the value theyexpect




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KEY PROCESSES

Incident Management

Problem Management

Event Management Request Fulfillment

Access Management

Monitoring and Control IT Operations




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OTHER PROCESSES

Change Management

Capacity Management

Availability Management Financial Management

Knowledge Management

Service Continuity Management Service ReportingAnd measurement




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COMMON ACTIVITIES

MonitoringAnd Control

Console Management/Operations

Bridge

Infrastructure Management

Operational Aspects Of Processes From

Other Lifecycle Stages




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KEY FUNCTIONS

Service Desk

Technical Management

Application Management IT Operations Management




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TOOLS/TECHNIQUES

Integrated IT service management

technologies

Self-help tools e.g. FAQ web interfaces

Discovery, deployment technology

Diagnostic utilities

Dashboards Reporting capabilities

Remote control




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ITIL V3 Continual Service Improvement (CSI)


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Purpose

The primary purpose of CSI is to continually align and re-

align IT services to the changing business needs by

identifying and implementing improvements to IT

services that support business processes.

ITIL V3 CSI



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- Objective

Review, analyse and make recommendations on improvement

opportunities

Review and analyse Service Level Achievement results

Identify and implement individual activities to improve IT service

quality

Improve cost effectiveness of delivering IT services

Ensure applicable quality management methods are used

ITIL V3 CSI



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- 7 Step Improvement Process

Define what to measure

Define the areas that you can measure

Collecting the data

Processing the data

Analysing the data

Making it usable and presenting the data Implementing change

ITIL V3 CSI



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- Methods for measuring the quality of IT

Support

Quality Control

Quality Assurance

Customer Appraisal

Service Level Agreement (SLA)

Service Level Management (SLM)

Lessons Learned Register

ITIL V3 CSI



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(http://looselycoupled.com/glossary/SLA)

- Service Level Agreement (SLA)

An SLA is a document that describes the minimumperformance criteria a provider promises to meet while

delivering a service. It typically also sets out the remedial

action and any penalties that will take effect if performance

falls below the promised standard. It is an essential

component of the legal contract between a service consumerand the provider.

ITIL V3 CSI


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http://www.sla-zone.co.uk/

- SLA Contents

Services to be delivered

Quality of work

Performance, Tracking and Reporting

Efficiency

Problem Management

Legal Compliance and Resolution of Disputes Customer Duties and Responsibilities

Termination

ITIL V3 CSI


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- Service Level Management

The process of negotiating, defining, measuring, managingand improving the quality of IT Services at an acceptable cost

ITIL V3 CSI



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- Business Need for SLM

Management and control of services

To provide quality, cost effective services

Manage expectation closer to reality

Corporate image

ITIL V3 CSI



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- Benefits of SLM

Formal basis for negotiation

Quality targets set for all services

Customers can balance service needs against costs

Disputes resolved quickly

Improved staff morale

Improved relations between customer community and IT

Provides a starting point for the implementation of ContinualService Improvement programs

Provides an objective basis for measurement

ITIL V3 CSI



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The SLM Process

ITIL V3 CSI



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- The Five Myths of Service Level Management

SLA equals SLM

SLAs will make users happy

SLAs will result in higher service levels

Penalty clauses in SLAs will guarantee higher service levels

SLAs are not necessary when outsourcing IT functions

ITIL V3 CSI



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- IT Outsourcing

The practice of seeking resources, or subcontracting , outsideof an organisational structure for all or part of an Information

Technology function

ITIL V3 CSI



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http://operationstech.about.com/od/officestaffingandmanagem/a/OutSrcAdvantg.htm

- Benefits of IT Outsourcing

Focus On Core Activities

Cost And Efficiency Savings

Reduced Overhead

Operational Control

Staffing Flexibility

Continuity & Risk Management

ITIL V3 CSI


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Thank You


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Questions


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References

ITIL Service Strategy Book

http://www.qaproject.org/methods/resmeasure.htmlhttp://clarityconsulting.com/MetricsforIToutsourcing.pdf

http://looselycoupled.com/glossary/SLA

http://www.sla-zone.co.uk/

Pink Elephant Consulting (Official Training Material)

http://operationstech.about.com/od/officestaffin gandmanagem/a/OutSrcAdvantg.htmwww.bes

t-management-practice.comwiki.en.it-processmaps.com/.../ITIL_V3_

www.itgovernance.co.uk/products/839

en.wikipedia.org/.../Information_Technology_Infrastructure_Library

www.itil.org

itSMF: Service Operation Based On ITIL V3 A Management Guide:2008:Van Haren Publishing

itSMF: An Introductory Overview Of ITIL V3: 2007:The UK Chapter of the itSMFOGC : ITIL Version 3 Service Operation:2008:Best Management Practice

service delivery and support v2.1

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