Ict Service Management Primer

Framework of Governance and Management of ICT Services
ICT SERVICE MANAGEMENT
johnmacasio@gmail.com
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 reusable best practices to benchmark, analyze and draw service improvement requirements of the organization for ICT?
Essential Questions
2.What it means to lead ICT services in the organization?
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?
VIEW OF ICT IN THE ORGANIZATION

Service Provider? Strategic Partner?
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
Demings QM Cycle
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
Management Responsibility
Plan service management
PLAN
Business Results
Customer Satisfaction
Implement service management
DO
Continual improvement
ACT
New / changed services Other processes e.g. business, supplier, customer Other teams, e.g. security, IT operations
Monitor, measure and review
CHECK
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 johnmacasio@gmail.com
Check the Drivers of Service Improvement

1.
2. 3.
4.
Competition Increase dependency on ICT Higher visibility of service failures More exacting customer demands
Check the Drivers of Service Improvement

5.
6.
7.
8.
Increased complexity of the ICT Infrastructure Rationalization Developmental Agenda and Funds Cost and sustainability
Infrastructure View of ICT Services

DNS server
Service Support
Business Managers
Executive Legislative Office Office
National Government Agencies
Apps Server
Web server Database Server eMail Server Security Server Service Management johnmacasio@gmail.com
Intranet-Internet
Business Unit
Business Unit
Business Unit
Service Units
Public Customer and Users
USER ICT ENVIRONMENT

1 OPERATING ENVIRONMENT
2 APPLICATION ENVIRONMENT
Documents Processing Internet Browsing
3 DATA ENVIRONMENT
Operating Software
Document Files Image & Video Viewing Communication & Collaboration
Web Application & Data Services
Digital Security
Multimedia 4 Files STORAGE ENVIRONMENT
Operating Devices
Bandwidth
5 CONNECTIVITY ENVIRONMENT
Transactional Data
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. 2. 3. 4.
To To To To
Direct Intervene Justify Validate
Malcolm Fry
Scope of ICT Service Management

1. 2. 3. 4.
Accountability (Results) Responsibilities (Tasks) Processes (Activities) Decision (Standards)
IT SERVICE MANAGEMENT CAPABILITY

PROCESS
Service Commitment Management
ACCOUNTABILITY RESPONSIBILITIES
-Documentation -Procedure -Identification & documentation of customers needs and service commitment -Establish and implement procedures to document needs and service commitment
STANDARDS
Service Level Management Sourcing Strategy
Service Delivery Planning Management Service Tracking and Oversight Subcontract Management Configuration Management
Strategic Planning Financial Planning Capacity Planning Project Management IT Audit Conract Management Procurement Management IT Asset Management
Event Management
Service Quality Assurance johnmacasio@gmail.com
Incident Management, Problem Management, Change Management

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.
COBIT ICT Resources to deliver ICT goals
COBIT The Responsibility Domains
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?
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?
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?
COBIT: Monitor & Evaluate Is ITs 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?
ITIL
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
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.
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
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
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.
ITIL Service Transition The role of Service Transition is to deliver services that are required by the business into operational use.
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.
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.
ISO/IEC 20000
Service Design & Management Processes
Security Management Availability & Service Continuity Service Level Management Service Reporting Capacity Management
Control Processes
Configuration Management Change Management
Financial Management
Release Processes
Release Management
Relationship Processes
Business Relationship Management Supplier Management
Resolution Processes
Incident Management Problem Management
Automation
Describe Customer Service

Elicitation and elaboration on the operational meaning, and components of customer service for ICT

1. Core Elements RELIABILITY SURPRISE RECOVERY FAIRNESS

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 failureprone system.

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.

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.

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).

2. Implement Customer Service Identify the target customers Determine what the customers want Establish an Organizational Culture Supportive of Customer Service

2. Implement Customer Service Implement an Externally Oriented Strategic Service Concept Implement an Internally Oriented Strategic Service Concept.

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.

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).....

4. ICT Service ..... that have the ability to improve or optimize the performance and value creation of the country, organization and people.

5. ICT Service Management
Service Management is a set of specialized organizational capabilities for providing value to customers in the form of services.
www.onecitizen.net

It is the effective and efficient process driven management regarding the quality of ICT services, provided to end-users
www.onecitizen.net

Ensuring the quality of products and services based on the reasonable expectations of customers Enabling business to meet strategic business goals
www.onecitizen.net

Service Management Tree ORGANIZATION OBJECTIVES
BUSINESS PROCESSES
ICT SERVICES
SERVICE MANAGEMENT
Value Proposal of ICT Services to Customer

1. 2.
3.
4.
5.
Effort hours reduced Number of processes improved Transaction time reduced Number of hours and money saved due to process improvement Time and cost savings
www.onecitizen.net

1. 2.
3.
4.
5.
Effort hours reduced Number of processes improved Transaction time reduced Number of hours and money saved due to process improvement Time and cost savings
www.onecitizen.net

6. 7. 8.
9. 10.
Reduction of Redundancies Material Savings Immediacy and accuracy of information Increased in social return Positive image and customer confidence
www.onecitizen.net
CUSTOMER SERVICE S.W.O.T.

STRENGTH WEAKNESS OPPORTUNITIES THREATS
LEADERSHIP MOTIVATION
STRUCTURE PROCESS SKILLS TECHNOLOGY SUPPLIERS CULTURE
www.onecitizen.net
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
GOVERNANCE
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.
1. Leadership Decision Imperatives
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.
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.
ICT INFRASTRUCTURE
Decision on the integrative, standard-based and strategic approaches to acquire and construct the ICT foundation of the organizations operating platform, network, application, databases, security and business continuity.
APPLICATION SOLUTION NEEDS
Decision on suitable ICT application to be acquired or developed to enable the technology mediated process to create, capture, share, and reuse information, and to mediate communication, transaction and interactivity.
ICT Governance Archetypes

Business Monarchy ICT Monarchy Feudal Federal Anarchy
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
BUSINESS STRATEGY
TECHNOLOGY STRATEGY ICT SERVICES
ARCHITECTURE STRATEGY
Business Strategy of ICT -Alignment Model

THE GOVERNMENT AGENCY
INFORMATION ARCHITECTURE
1. Business MANDATE
VISION MISSION VALUES
USERS CUSTOMERS PARTNERS SUPPLIERS
T E C H N O L O G Y
FUNCTIONS UNITS GOALS OBJECTIVES POLICIES PROCESS PRODUCTS
ORGANIZATION DECISION STRUCTURE INFLUENCE RELATIONSHIPS LOCATIONS
CORE CAPABILITIES
DIFFERENTIATING CAPABILITIES
PROCESS DATA METHODS www.onecitizen.net TOOLS johnmacasio@gmail.com
FUND SOURCES
KEY PERFORMANCE INDICATORS
Business Strategy of ICT

Strategic Plan

AS-IS-STATE Current Enterprise Business Configuration

Vision Mission Values Goals Objectives ARCHITECTURE Investment Sourcing Funds Results Metrics Risks Timelines Governance
DRIVERS
TO-BE-STATE Future Enterprise Business Configuration
Business Strategy of ICT -Performance Areas
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

ACQUISITION PRINCIPLES Alignment Principle Quality Principle Capability Principle Appropriation Principle

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

Acquisition Principles: CAPABILITY PRINCIPLE acquisition must integrate the optimal utilization and improvement of internal capabilities. APPROPRIATION PRINCIPLE acquisition must be supported with appropriate budget.

Strategic Sourcing Life-Cycle
SOURCING STRATEGY Phase 1 Phase 2 EVALUATION & SELECTION
SOURCING MANAGEMENT johnmacasio@gmail.co
Phase 4
Phase 3
CONTRACT DEVELOPMENT

SOURCING STRATEGY Identify business requirements Recognize competencies and capabilities Determine the most appropriate sourcing alternatives (insource, out-source, off-shore) Establish the business case Gain buy-in of the stakeholders

EVALUATION AND SELECTION Ensures that the combination of in-house organizations and selected external services has the right mix of competencies and know-how.

EVALUATION AND SELECTION Ensures that the combination of in-house organizations and selected external services has the right mix of competencies and know-how.

CONTRACT DEVELOPMENT Finalizes the sourcing deal and negotiate the living contract Uses a contract structure that meets the organization's change requirements.

SOURCING MANAGEMENT Performs the ongoing management of the deal among the service provider, the service recipient and business units.

SOLUTION DEVELOPMENT CYCLE Inception and Elaboration Construction Transition Support

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)

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

Model-Based (System) Architecting and Software Engineering (MBASE) TRANSISTION Transition Plan Users Manual SUPPORT Support Plan
www.onecitizen.net

SOLUTION READINESS ASSESSMENT Functionality Usability Quality Support Documentation Architecture Governance

FUNCTIONALITY How aligned is the information systems features and configuration to the business users requirements?

USABILITY How good are the information systems features to provide effectivity, efficiency, and satisfaction?

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.

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?
www.onecitizen.net

DOCUMENTATION Of what quality are the documentations of the information systems components?

ARCHITECTURE Is the information systems based on an enterprise-wide reference models of performance, process, data, application and technology?

ARCHITECTURE Is the information systems based on an enterprise-wide reference models of performance, process, data, application and technology?

GOVERNANCE Is their an ICT service management framework to control the processes and delivery of each phase of ICT service life-cycle?

SOLUTION QUALITY METRICS Functionality Reliability Usability Efficiency Maintainability Portability

SOLUTION QUALITY METRICS
ICT Service Management Life Cycle

Identification of the critical phases, tasks, process, roles, metrics, methods, and technology in the management of ICT services.
ICT Service Management Life Cycle
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
1.
-Service Level Management

Is the quantity and quality of IT services required being managed? Is service as previously agreed being delivered? Are services being provided at affordable costs? Is the interface with the business and users being managed?
2.
3.
4.
Service Operation
1. 2. 3. 4.
-Service Level Management

Service Level Agreement Operation Level Agreement Underpinning Contracts Terms of References
Service Operation
1.
-Configuration Management
Is there better control of IT assets? Is there better support of the delivery of quality IT services? Has economic service provisioning been enhanced? Are there support, integration and interfacing to all other ITSM processes?
2.
3.
4.
Service Operation
-Configuration Management
Service Operation
-Service Delivery & Support
Service Operation
-Service Delivery
1.
2.
Service Level Management maintain and improve the level of service to the organization 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
Service Operation
-Service Support

Ict Service Management Primer

Transféré par

Informations du document

Titre original

Copyright

Formats disponibles

Partager ce document

Partager ou intégrer le document

Options de partage

Avez-vous trouvé ce document utile ?

Ce contenu est-il inapproprié ?

Droits d'auteur :

Formats disponibles

Ict Service Management Primer

Transféré par

Droits d'auteur :

Formats disponibles

Framework of Governance and Management of ICT Services

ICT SERVICE MANAGEMENT

VIEW OF ICT IN THE ORGANIZATION

Service Provider? Strategic Partner?

Implement service management

Monitor, measure and review

Check the ICT Challenge

Check the Drivers of Service Improvement

Check the Drivers of Service Improvement

Infrastructure View of ICT Services

Executive Legislative Office Office

National Government Agencies

Public Customer and Users

USER ICT ENVIRONMENT

Document Files Image & Video Viewing Communication & Collaboration

Web Application & Data Services

Multimedia 4 Files STORAGE ENVIRONMENT

Check Infrastructure of ICT Services

Check Service Quality of Experience

1. AVAILABILITY 2. RESPONSIVENESS 3. CONSISTENCY 4. APPROPRIATENESS 5. FLEXIBILITY/MOBILITY 6. SECURITY/COMPLIANCE 7. COST EFFECTIVITY

Reasons to Measure Service Performance

Direct Intervene Justify Validate

Scope of ICT Service Management

Accountability (Results) Responsibilities (Tasks) Processes (Activities) Decision (Standards)

IT SERVICE MANAGEMENT CAPABILITY

Incident Management, Problem Management, Change Management

COBIT ICT Resources to deliver ICT goals

ITIL Service Design: Goals

ITIL Continual Service Improvement

Describe Customer Service

Describe Customer Service

Describe Customer Service

Describe Customer Service

Describe Customer Service

Describe Customer Service

Describe Customer Service

Describe Customer Service

Describe Customer Service

Describe Customer Service

Describe Customer Service

Describe Customer Service

Describe Customer Service

Describe Customer Service

Describe Customer Service

Value Proposal of ICT Services to Customer

Value Proposal of ICT Services to Customer

Value Proposal of ICT Services to Customer

CUSTOMER SERVICE S.W.O.T.

COMPONENTS OF ICT GOVERNANCE

ICT Governance Archetypes

Business Monarchy ICT Monarchy Feudal Federal Anarchy

Business Strategy of ICT

Business Strategy of ICT -Strategy Triangle of

TECHNOLOGY STRATEGY ICT SERVICES

Business Strategy of ICT -Alignment Model

USERS CUSTOMERS PARTNERS SUPPLIERS

FUNCTIONS UNITS GOALS OBJECTIVES POLICIES PROCESS PRODUCTS

ORGANIZATION DECISION STRUCTURE INFLUENCE RELATIONSHIPS LOCATIONS

PROCESS DATA METHODS www.onecitizen.net TOOLS johnmacasio@gmail.com

KEY PERFORMANCE INDICATORS

Business Strategy of ICT

AS-IS-STATE Current Enterprise Business Configuration

TO-BE-STATE Future Enterprise Business Configuration