IT Service Management

Implementation

Alan McSweeney
Objectives

• Describe service management framework

• Describe service management processes

November 26, 2009 2

Agenda

• ITIL/ITSM

• IT Service Management Framework

• IT Service Processes
• Detailed
Review of Incident and Service Request
Management Process
• Implementation

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ITIL/ITSM

• ITIL/ITSM is a framework for managing service

− Service centric model of the IT processes required to deliver
quality IT services to the internal and external customers and
how these processes relate to each other
• Not a formal standard with certifications
− ISO/IEC 20000 is a related formal standard
• Service management implementation can be complex
• Need to understand why it is being done, what
resources are required and how it should be phased

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IT Process and Service Management Framework

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IT Service Management Framework

• One possible view of service management

• Provides
a strategic framework within which selected
elements of service management are implemented and
deployed
− Without such a framework, IT will struggles to determine
Current state of IT with regard to service delivery capability
− Presents a desired future state of IT service management
− Defined steps necessary to bridge gaps and achieve the
Service Management goals of IT
− Provides a long-term goal for implementation and enables
measurements against status of implementation
− Ensures you get implementation right

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Framework - Service Operations Processes

• Problem Management
− Minimises the effect of errors in the IT environment and IT services on the
customers. It is a process focused on diagnosing and rectifying problems in
the IT environment to obtain the highest possible stability in IT service
delivery
• Incident and Service Request Management
− Manages the day-to-day support interface between end Users and service
providers and minimises service disruption to the end User by quickly
resolving Incidents that occur in the infrastructure
− Call Management and efficient first-level support are encompassed in this
process.
• Operations Management
− Performs and manages day-to-day processing activities required for IT
Service Delivery in accordance with agreed-upon service levels and
operates the IT Production environment required to deliver services

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Problem Management Process Relationships

November 26, 2009 8

Problem Management Overview

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Operations Management Process Relationships

November 26, 2009 10

Operations Management Overview

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Framework - Service Design and Management
Processes
• Security Management
− Manages a defined level of security on information and IT services.
• Continuity Management
− Manages organisation’s ability to continue providing a pre-determined and agreed
level of IT Services to support the minimum business requirements following an
interruption to the business
• Availability Management
− Plans for, monitors, manages and improves service availability, at acceptable costs,
to users in order to meet the service requirements as per SLA
• Capacity Management
− Ensures the provision and management of IT capacity to meet evolving business
requirements on time and at effective cost
• Financial Management
− Management of the monetary resources of the organisation, supporting planning
and execution of the business objectives to achieve maximum efficiency
− Responsible for accounting the service costs and return on IT Service investments,
as well as recovering costs from the customers

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Security Management Process Relationships

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Security Management Overview

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Continuity Management Process Relationships

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Continuity Management Overview

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Availability Management Process Relationships

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Availability Management Overview

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Capacity Management Process Relationships

November 26, 2009 19

Capacity Management Overview

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Financial Management Process Relationships

November 26, 2009 21

Financial Management Overview

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Framework - Service Development and
Deployment Processes
• Service Build and Test
− Develops, tests and documents new services and
enhancements and fixes to an existing service
• Release to Production
− Deploys one or more production copies of a new or updated
CI under the overall supervision of Change Management

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Service Build and Test Process Relationships

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Service Build and Test Overview

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Release to Production Process Relationships

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Release to Production Overview

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Framework - Business and IT Alignment Processes

• Service Planning
− Designs, develops and controls Service Plan required for service
development
• IT Strategy and Architecture Planning
− Development and maintenance of IT strategies and architecture for the
deployment and implementation of IT infrastructure solutions throughout
the organisation in a cost-effective manner
• Customer Management
− Establishes and maintains links between executive business managers and
the IT services organisation
• IT Business Assessment
− Assesses the market for IT Services, determines business needs and
recommends IT Services to full-fill specific market segment business
requirements

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Service Planning Process Relationships

November 26, 2009 29

Service Planning Overview

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IT Strategy and Architecture Planning Process
Relationships

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IT Strategy and Architecture Planning Overview

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Customer Management Process Relationships

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Customer Management Overview

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IT Business Assessment Process Relationships

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IT Business Assessment Overview

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Framework - Service Development and
Deployment Processes
• Service Build and Test
− Develops, tests and documents new services and
enhancements and fixes to an existing service
• Release to Production
− Deploys one or more production copies of a new or updated
CI under the overall supervision of Change Management

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Service-Level Management Process Relationships

November 26, 2009 38

Service-Level Management Overview

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Change Management Process Relationships

November 26, 2009 40

Change Management Overview

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Configuration Management Process Relationships

November 26, 2009 42

Configuration Management Overview

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Incident and Service Request Management
Detailed Review
• Principles of operation
• Process relationships
• Process overview
• Detailed processes

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Incident and Service Request Management
Principles of Operations
• There is one Incident and Service Request Management process
• The Incident and Service Request Management Process provides customers
with one single point of contact (SPOC)
• First Level Support maintains ownership of Incidents and Service Requests
until the Customer agrees that the Incident or Service Request has been
resolved
• All Incidents and Service Requests received by the Service Desk must be
logged
• All Incident and Service Request progress and resolutions must be
documented in the Incident and Service Request Management database
• Timely and accurate information regarding known or expected degradation of
service must be made available to the Customers
• There is one defined escalation and transfer process to ensure timely
resolution of escalated incidents
• There is one Incident and Service Request Management Process Quality
Control process in place continually monitoring and measuring the success in
achieving our quality targets, identifying potential process improvements, and
committed to defining training opportunities for developing IT staff
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Incident and Service Request Management
Process Relationships

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Incident and Service Request Management
Process Overview

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Incident and Service Request Management Detailed
Process - Log Incident / Service Request

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Incident and Service Request Management Detailed
Process - Assign Incident / Service Request

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Incident and Service Request Management Detailed
Process - Diagnose / Resolve at Level 1

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Incident and Service Request Management Detailed
Process - Diagnose / Resolve Using Incident Support

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Incident and Service Request Management
Detailed Process - Manage Escalation

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Incident and Service Request Management Detailed
Process - Diagnose / Resolve Via Escalation Team

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Incident and Service Request Management
Detailed Process - Implement Service Request

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Incident and Service Request Management
Detailed Process - Incident Control

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Incident and Service Request Management Detailed
Process - Close Incident / Service Request

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Incident and Service Request Management
Detailed Process - Report Metrics

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Incident and Service Request Management Detailed
Process - Evaluate and Improve Process

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Implementation

• Not a trivial task

• Need to dedicate resources realistically
• Identify phased implementation path
• Select tools to implement
• Willingness to follow processes after implementation

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More Information

Alan McSweeney
alan@alanmcsweeney.com

November 26, 2009 60