IBM Global Services

ITIL Service Manager

Service Delivery
Exercises Samples and
Add On Instructions
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2005 IBM Corporation

Service Delivery Exercises Samples

Content
1. Exercise Financial Management
2. Exercise Service Level Management
3. Exercise Availability Management
4. Exercise Capacity Management
5. Exercise IT Service Continuity Management

ITIL Service Manager Course | v1.0

2005 IBM Corporation

Service Delivery Exercises Samples

Content
1. Exercise Financial Management
2. Exercise Service Level Management
3. Exercise Availability Management
4. Exercise Capacity Management
5. Exercise IT Service Continuity Management

ITIL Service Manager Course | v1.0

2005 IBM Corporation

Service Delivery Exercises Samples

Exercise Financial Management Sample Content

Sample Content of the Management Presentation:

Project Objectives
Recommendations
Team Evaluation

Sample Recommendations:
Definition of a cost model
Hardware costs
Software costs
Staff costs
Facility costs
Definition of a price model
Price/Call
Price/Call-Type
Price/Customer
Business justification for pricing (for example: based on profits, because the provided
Help Desk Service is similar to external competitors)

ITIL Service Manager Course | v1.0

2005 IBM Corporation

Service Delivery Exercises Samples

Content
1. Exercise Financial Management
2. Exercise Service Level Management
3. Exercise Availability Management
4. Exercise Capacity Management
5. Exercise IT Service Continuity Management

ITIL Service Manager Course | v1.0

2005 IBM Corporation

Service Delivery Exercises Samples

Exercise Service Level Management Add On Instructions (1/4)

Preparation of the Client Representative
Introduction
The Investment Banking division of Pecunia relies on the [Portfolio] application. This application is used in
order to provide and perform analysis and allocation activities. Beside this applications, various other IT
Services are offered for the Investment Banking division. Every two weeks a Service Review Meeting takes
place in order to discuss the IT service performance during the last weeks, as well as any uprising issues.
Your Role and Goals
You are the Manager of the Investment Banking division. Your Analysts complained especially about the
Portfolio Application. Every Friday afternoon the performance of [Portfolio] is not sufficient. It takes more than
5 minutes to log-on and the generation of analysis reports are taken even longer. You do not know exactly
the relevant SLA, but you are sure that on these mentioned days the SLA is not met. You know that the
recent investment performance or your team was not very efficient and the application is critical to make good
investment decisions in time.
Goals:
An explanation why [Portfolio] is not working properly
Understanding of the SLA achievement rate related to [Portfolio]
An commitment, that this situation will improve
Clear next action steps for this improvement
Behavior
You just had a meeting with the CEO. He asked you if you have your department not under control, because
the investment performance is 25% below the agreed targets. He want to see better performance asap, you
are being told that you are paid for solving problems not for being a problem.
You are not in a good mood, you think the IT department should done their job better.
Show clearly, that the actual situation is very critical for your department, dont be shy.
But if the Service Level Manager shows appropriate steps to overcome this situation, be cooperative.

ITIL Service Manager Course | v1.0

2005 IBM Corporation

Service Delivery Exercises Samples

Exercise Service Level Management Add On Instructions (2/4)

Preparation of the Service Level Manager
Introduction
The Investment Banking division of Pecunia relies on the [Portfolio] application. This application is used in order to provide
and perform analysis and allocation activities. Beside this applications, various other IT Services are offered for the
Investment Banking division. Every two weeks a Service Review Meeting takes place in order to discuss the IT service
performance during the last weeks, as well as any uprising issues.
Your Role and Goals
You are the responsible Service Level Manager. You established for some IT Services already SLAs within Pecunia.
There is a SLA for following services available:
Response time for the Help Desk Services (80% in 45 seconds)
Resolution rate for the Help Desk Services (75% in 4 hours)
Availability for [PFOLLIE] hardware in general by 95%
Availability for the [PECOFF] applications by 99%
Furthermore you just provided a new service to the Investment Banking division. All Analysts got Blackbeerys as PDAs.
They are very satisfied with this new service. Your reports shows for all mentioned services no service disruptions
occurred.
Goals:
You are responsible for the meeting, therefore ensure that the meeting will be held in a structured way
Get acceptance from client side, that everything is OK
Behavior
You know that the Clients very often complaining about IT services and blaming the IT department for everything. Your
reports show, that all agreed SLA are achieved.
Emphasis on the positive feedback of the Analysts about the new IT service (Blackberry).
Ensure that the client is happy and has the perception of IT as valid partner, which supports its business activities.
Do not make promises, which are unrealistic.
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ITIL Service Manager Course | v1.0

2005 IBM Corporation

Service Delivery Exercises Samples

Exercise Service Level Management Add On Instructions (3/4

Preparation of the Change Manager
Introduction
The Investment Banking division of Pecunia relies on the [Portfolio] application. This application is used in order to provide
and perform analysis and allocation activities. Beside this applications, various other IT Services are offered for the
Investment Banking division. Every two weeks a Service Review Meeting takes place in order to discuss the IT service
performance during the last weeks, as well as any uprising issues.
Your Role and Goals
You are the responsible Change Manager. Depending on the applications and systems following timeslots are reserved
for changes:
Changes of [relevant] hardware and its associated applications are only allowed on following schedule:
[PMAIN] Sundays from 03.00 AM to 06.00 AM
[POFFICE] Saturdays from 06.000 PM to 09.00 PM
[PTEST] Tuesdays from 08.00 AM to 11.00 AM
[PFOLLIE] Fridays from 02.00 PM to 06.00 PM
All branch systems performing changes on the weekend
Furthermore during the last 2 weeks following changes occurred:
One Priority 1 change: data center relocation (Tuesdays 2 weeks ago)
15 Priority 2 changes: various HW/SW changes within the timeslots
40 low risk changes in the desktop area
Goals:
Support the Service Review Meeting with any questions in regards to Change Management
Behavior
You are aware, that every changes during the last weeks went well. There was no fallback scenario necessary. And even
no urgency changes were requested. All Changes were well planned and managed with the Change Management Tool.
Especially the data relocation change was very successful.
Make sure that Change Management perception of the meeting attendees is positive, especially having the good
recent performance in mind.
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ITIL Service Manager Course | v1.0

2005 IBM Corporation

Service Delivery Exercises Samples

Exercise Service Level Management Add On Instructions (4/4)

Issues and Findings
Issues
There is no SLA for [Portfolio] application in place
The client expectation of the provided service quality is not met
Issues with Performance/Availability of [Portfolio] could be caused by the change time slot of the
underlying HW systems

Findings
It is important for the Service Level Manager to get the buy-in of the client
IT department should try to provide a SLA for the requested service in the future
Suggest to discuss about a Service catalogue, which is agreed by both sides
Possible next steps:
Understand client requirements
Analyze SLA requirements/Element chains
Involve necessary parties (for example Availability and Change Manager, etc.)
Set up of SLA draft or even discussion about an overall service catalogue

ITIL Service Manager Course | v1.0

2005 IBM Corporation

Service Delivery Exercises Samples

Exercise Service Level Management Sample Content

Sample Content of a SLA:

10

ITIL Service Manager Course | v1.0

2005 IBM Corporation

Service Delivery Exercises Samples

Content
1. Exercise Financial Management
2. Exercise Service Level Management
3. Exercise Availability Management
4. Exercise Capacity Management
5. Exercise IT Service Continuity Management

11

ITIL Service Manager Course | v1.0

2005 IBM Corporation

Service Delivery Exercises Samples

Exercise Availability Management Sample Content

Sample Content of the Management Presentation :

Project Objectives
Identified Trends / Findings
Recommendations
Team Evaluation

Sample Findings:
No clear time definition in the area of Availability Management
Restoration Time = Close Time ?
Incident Log is not an appropriate data basis for Availability analysis
Identification of services is difficult
Correlation of events is difficult
Necessary information is missing

Sample Recommendations:
Implementation of appropriate Availability Tools
Define KPIs and check if all sources are available
Establish a appropriate Availability Management reporting

12

ITIL Service Manager Course | v1.0

2005 IBM Corporation

Service Delivery Exercises Samples

Content
1. Exercise Financial Management
2. Exercise Service Level Management
3. Exercise Availability Management
4. Exercise Capacity Management
5. Exercise IT Service Continuity Management

13

ITIL Service Manager Course | v1.0

2005 IBM Corporation

Service Delivery Exercises Samples

Exercise Capacity Management Sample Content (1/2)

Sample Content of the Management Presentation:

Part 1:
Scope and responsibilities of Capacity Management and main
activities
Benefits
Costs
Integration in other Service Management processes
KPIs
Issues of the current process / what went well

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ITIL Service Manager Course | v1.0

2005 IBM Corporation

Service Delivery Exercises Samples

Exercise Capacity Management Sample Content (2/2)

Sample Content of the Management Presentation:

Part 2:
Explanation the IBM marketing information
Traditional way: the installed environment (e.g. Storage, CPU) is
more as the needed environment
On Demand way: the installed environment (incl. a buffer of 10%)
is the same as the needed environment
Sample recommendations according to PECUNIA:

15

ITIL Service Manager Course | v1.0

2005 IBM Corporation

Service Delivery Exercises Samples

Content
1. Exercise Financial Management
2. Exercise Service Level Management
3. Exercise Availability Management
4. Exercise Capacity Management
5. Exercise IT Service Continuity Management

16

ITIL Service Manager Course | v1.0

2005 IBM Corporation

Service Delivery Exercises Samples

Exercise IT Service Continuity Management Sample Content (1/2)

Sample Content of the Management Presentation:

Impacts
(same for all VBFs, because they are running on the same
systems), all disasters mentioned in gartners disaster cause
analysis
Risks
Clearing: highest, danger of bankruptcy after 48 hrs
Investment banking: very high, very high losses
Corporate banking: high, loss of reputation

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ITIL Service Manager Course | v1.0

2005 IBM Corporation

Service Delivery Exercises Samples

Exercise IT Service Continuity Management Sample Content (2/2)

Sample Content of the Management Presentation:

Strategy
Risk reduction measures
(could be the same for all VBFs, because they are running on the
same systems) e.g. avoid earthquake and water exposed
locations, implement physical security controls
IT Recovery Option
Clearing: contract with other bank, same rules for every bank;
only data has to be transferred
Investment banking: hot standby, because core competency high
losses
Corporate banking: warm standby; Customer relevant, loss of
reputation possible

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ITIL Service Manager Course | v1.0

2005 IBM Corporation