why it project managers need to know it service management - by mr goh boon nam

© 2013 National University of Singapore unless otherwise stated. All Rights Reserved.

Why IT Project Managers need to know

IT Service Management

1

ISS-UXC Consulting Seminar

3 Jul 2013

Please see Acknowledgements & Notices in second last slide


Agenda

• Why IT Service Management?

• ITIL® 26 management processes

• Service Operations

• Service Transition

• Service Design

• Service Strategy

• Continual Service Improvement

• Summary

2


Why IT Service Management? (1)

• Imagine an IT project developed and put into production

• Is the project a success if: – Teething problems of the “live” project are

not resolved promptly as they occur? – Cutover is at a critical period and causes

unforeseen incidents in your system and other systems?

– Cutover was too big to manage and caused too many incidents?

– System availability does not meet the SLA requirements?

– Response time is below SLA requirements? – Customer is not satisfied with the project? – Project is not aligned to overall business

needs?

3


• IT Service Management (ITSM) can complement Project Management to help ensure success of a project

• ITIL is the international best practice for ITSM

4

http://itsminfo.com/2012-itil-exam-statistics/2012itilfound4/

Why IT Service Management? (2)










ITIL – 26 Management Processes

5

Continual Service Improvement “Enhancing the value”

Service Portfolio

Management

Demand

Management

Financial

Management

Service Catalogue

Management

Service Level

Management

Capacity

Management

Availability

Management

IT Service Continuity

Management

Information Security

Management

Supplier

Management

Event

Management

Incident

Management

Problem

Management

Request

Fulfilment

Access

Management

Service Strategy Service Design Service Transition Service Operation

7 Step Improvement process

Strategy

Management for

IT services

Business

Relationship

Management

Design

coordination

Change

Management

Service Asset

& Configuration Mgt

Release &

Deployment Mgt

Service Knowledge

Management

Transition Planning

& Support

Service Validation &

Testing

Change Evaluation

Reproduced from UXC Consulting

Based on Cabinet Office ITIL® material. Reproduced under license from the cabinet office


Service Operations

• How to know if any incident occurred or may occur?

• How to resolve incident and quickly restore normal service?

• How to prevent incidents from happening again?

• How to handle requests (e.g. enquiries) so as to keep users satisfied?

• How to ensure that the correct security access given to users?

6 6

Event

Management

Incident

Management

Problem

Management

Request

Fulfilment

Access

Management

Service Operation Manage project / service when it goes “live”


Based on Cabinet Office ITIL® material.

Reproduced under license from the cabinet office


Event Management

• Best practice process to know early – When incident occurs – Or before incident even

occurs

• Best practice concepts – Different types of events

• Exception • Warning • Informational

– Event correlation & filtering

– Relevant actions to take • Automated • Manual

7

© Crown Copyright 2011



Incident Management

• Best practice process to quickly restore normal service

• Best practice concepts – Service desk as single point of

contact – Emphasis on restoring normal

service as quickly as possible – Use of Known Error Database

• Recorded resolutions • Or else workarounds

– Prioritisation – Escalation

• Functional • Management

– Logging & Categorisation – Normal & Major Incidents

8




Problem Management

• Best practice process to prevent incident happening again

• Best practice concepts

– Type of problem mgt

• Reactive

• Proactive

– Problem analysis techniques

– Prioritisation

– Root cause identification & resolution

9

http://www.ite.edu.sg/wps/portal/FullTimeCBS/?WCM_GLOBAL_CONTEXT=/wps/wcm/conn

ect/itecontentlib/stecoursecatalog/staallcourses/stafulltime/a00d958044482219a755f702288

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http://www.ite.edu.sg/wps/portal/FullTimeCBS/?WCM_GLOBAL_CONTEXT=/wps/wcm/connect/itecontentlib/stecoursecatalog/staallcourses/stafulltime/a00d958044482219a755f70228855d43





Request Fulfillment

• Best practice process to satisfy user requests – Small changes – Enquiries

• Best practice concepts – Standard change – Request models

(standard procedures for common requests)

– Self-service – Request status tracking – Prioritisation – Approvals

10

https://demochannel.service-now.com/navpage.do








Access Management

• Best practice process to control user security access

• Best practice concepts – Identity – Roles – Service groups – Avoidance of role conflicts – Identity Status

• Job changes • Promotion or demotions • Transfers • Resignation or death • Retirement • Disciplinary action • Dismissals

11




Service Transition

12




Manage service

when it is “live”

Manage service

before it is “live”

to ensure it works

well when it is

“live”





Service Transition

• Service Transition

– Transition of service to production

– Causes change to production environment

– Gives rise to high risk of incidents/ problems

– Need to manage transition well to minimise risks


Service Transition

• How to control changes across all systems?

• How to document components so as to assess change impact?

• How to evaluate impact of change? • How to scope and phase the release

to a manageable scope? • How to test that the system is ready

for deployment • How to document relevant

knowledge for reuse? • How to plan for the overall transition

to production?

Service Transition

Change

Management

Service Asset

& Configuration Mgt

Release &

Deployment Mgt

Service Knowledge

Management

Transition Planning

& Support


Testing

Change Evaluation





Change Management

• Best practice process to control changes across all systems in the enterprise


– Change advisory board (CAB)

– Change schedule

– Remediation planning

– Normal change

– Emergency change

– Emergency CAB

– Standard change

15




Service Asset and Configuration Management

• Best practice process to keep track of customers, services, components and their relationships


– Service assets

– Configuration items

– Relationships

– Configuration baseline

16




Change Evaluation

• Best practice process to evaluate impact of change to whole environment in terms of – Intended and unintended

effects – Whether performance meets

requirements

• Best practice concepts – Unintended effects – Risk Profile – Deviations – Predicted Performance vs

Customer Requirements – Actual Performance vs

Customer Requirements

17




Release & Deployment Management

• Best practice process to plan and carry out the actual release to production while protecting the integrity of existing systems


– Release windows

– Big Bang option

– Phased approach

– Early Life Support

18




Service Validation & Testing

• Best practice process to ensure project meets the needs of the business (validation) and meets the requirements/design (verification)

19




Service Knowledge Management

• Best practice process to ensure knowledge is prepared to help in managing the service

20




Transition Planning and Support

• Best practice process to ensure that the various processes for Service Transition are planned in an integrated manner and work well together to make the transition as smooth as possible

21




Service Design

22




Manage service

when it is “live”

Manage service

before it is “live”

to ensure it works

well when it is

“live”





Service Design

23

• Service Design

– Emphasis on areas that

• Will affect actual performance in production

• But usually not sufficient attention given in conventional design

– Not just technical measures but also management measures

– Not just for design phase but also for subsequent operations phase


Service Design

• How to ensure project will be able to meet the availability SLAs?

• How to ensure project will be able to meet the capacity/response SLAs?

• How to ensure project is able to cater to disasters?

• How to ensure that project is secure? • How to “design” and manage the

supplier relationship to ensure good service?

• How to arrive at a workable SLA to design against and how to manage the SLA?

• How to design and manage the catalogue to inform customers/users of the service being implemented?

• How to coordinate all the above processes?

Service Design

Service Catalogue

Management

Service

Level Management

Capacity

Management

Availability

Management


Management


Management

Supplier

Management

Design

coordination





Availability Management

• Best practice process to ensure availability meets agreed targets in cost effective manner

25

Downtime #1

Diagnose Recover

Component

Detect Repair Restore

Service

Time

Downtime #2

Diagnose Recover

Component

Detect Repair Restore

Service

Design for

Recovery

Design for Availability






Capacity Management

• Best practice process to ensure capacity and response-time performance meets agreed targets in cost effective manner

26





• Best practice process to support business continuity through continuity of required IT services in the event of a disaster

27 © Crown Copyright 2011



IT Security Management

• Best practice process to ensure IT security matches the agreed needs of the business

28




Supplier Management

• Best practice process to ensure suppliers support the needs of the business and meet their contractual commitments

29




Service Level Management

• Best practice process to ensure IT services are delivered to agreed achievable targets.

30




Service Catalogue Management

• Best practice process to ensure single, accurate and updated source of information on IT services that are operational or going to be

31

Some rights reserved by Charles Haynes

http://www.flickr.com/photos/haynes/3944396470/

https://itservices.uchicago.edu/service-catalog

http://creativecommons.org/licenses/by-sa/2.0/



http://www.flickr.com/photos/haynes/








Design Coordination

• Best practice process to ensure that the various processes for Service Design are planned in an integrated manner and work well together

32




Service Strategy

33




Ensure services or

projects are done well

Plan right services or

projects to do and ensure

they get done





Service Strategy

• How to maintain good relationship with customer to understand their needs and ensure their satisfaction?

• How to understand and influence customer demand for each service?

• How to analyse and manage the finances of IT services?

• How to analyse, plan and oversee the high level strategies for IT services?

• How to select the right services to implement and to oversee their implementation?

Service Portfolio

Management

Demand

Management

Financial

Management

Service Strategy

Strategy

Management for

IT services

Business

Relationship

Management





Business Relationship Management

• Best practice process to maintain good

relationship with the customer to

– understand his needs

– so as to keep him satisfied




Demand Management

• Best practice process to

– Understand the customer’s changing demand for each service

– Influence the demand




Financial Management

• Best practice process for financial management – including budgeting, securing funding, accounting and charging of services.




Strategy Management for IT Services

• Best practice process to strategize how a service provider will enable an organization to achieve its business outcomes.




Service Portfolio Management

• Best practice process to decide and oversee the implementation and operation of the suite of services to provide for the customer.




ITIL – 26 Management Processes

40


Service Portfolio

Management

Demand

Management

Financial

Management

Service Catalogue

Management

Service Level

Management

Capacity

Management

Availability

Management


Management


Management

Supplier

Management

Event

Management

Incident

Management

Problem

Management

Request

Fulfilment

Access

Management



Strategy

Management for

IT services

Business

Relationship

Management

Design

coordination

Change

Management

Service Asset

& Configuration Mgt

Release &

Deployment Mgt

Service Knowledge

Management

Transition Planning

& Support


Testing

Change Evaluation





http://commons.wikimedia.org/wiki/File:Conflict_Resolution_in_Human_Evolution.jpg

Continual Service Improvement

41









//upload.wikimedia.org/wikipedia/commons/4/46/Conflict_Resolution_in_Human_Evolution.jpg




IT Service Management

• Imagine an IT project developed and put into production

• With IT Service Management: – Teething problems of the “live” project

resolved promptly – Cutover is done at most optimal point

where less impact with other systems and impact well managed

– Cutover scope at right size to manage well

– System availability meets the SLA requirements

– Response time meets SLA requirements – Customer is satisfied with the project

as it meets his needs – Project is well aligned to overall

business needs

42


For Further Information

• For further details on ITIL Foundation course

– http://www.iss.nus.edu.sg/ProfessionalCourses/SearchCourse/CourseDetail/tabid/267/cid/33/cname/nicf-itil-v3-foundation-for-it-service-management/Default.aspx

• For other related courses:

– http://www.iss.nus.edu.sg/ProfessionalCourses/CourseCatalogue.aspx

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http://www.iss.nus.edu.sg/ProfessionalCourses/SearchCourse/CourseDetail/tabid/267/cid/33/cname/nicf-itil-v3-foundation-for-it-service-management/Default.aspx


















http://www.iss.nus.edu.sg/ProfessionalCourses/CourseCatalogue.aspx

http://www.iss.nus.edu.sg/ProfessionalCourses/CourseCatalogue.aspx


Acknowledgements & Notices

• ITIL® is a registered trade mark of the Cabinet Office

• © 2011 NUS unless otherwise stated. The contents of this document may not be reproduced in any form or by any means, without the written permission of ISS, NUS, other than for the purpose for which it has been supplied


The End

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