Best Practices under the framework of IT Service Management and ITIL

Slavoj Musilek

IT Service Management
IT management vision = Manage IT as a service

Service is the result of a process performed by people and supported by technology

The right balance for success

Services

Process

Technology

People

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IT Service Management

with fewer resources, lower costs and higher value to the business
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better service

IT Service Management

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hp consulting - IT management solutions

business requirements services provided
People
integrates supports drives enables adds benefit

hp consulting takes a unique approach to solving our customers IT management problems that is built upon the three elements that must be in harmony - people, process and technology - to align IT service delivery with the needs of the business. Our full range of IT management solutions are based on hps ITSM reference model and industry-leading hp OpenView technology.
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Process

enables

Technology

Three elements that need to be in harmony

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IT Service & Infrastructure Management components

managing the business value of IT
demonstrate value delivered enter the business planning process manage customer experience maximize return on IT investments deliver services for a competitive advantage enable new business opportunity

managing the services

manage a portfolio of services run IT as a business agreed upon service levels and costs operate as a service provider align IT with critical business goals measure IT contribution to the business optimize IT processes

managing the infrastructure

available, well-performing computing infrastructure technology provider tactical support to the business
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cost-center minimal process automation

IT Service & Infrastructure Management components

managing the business value of IT
business value assessment IT organizational design

managing the services

operations management service level planning and management incident & problem management, HelpDesk cost management security management change and configuration management

managing the infrastructure

availability & performance management - Networks - Systems - Databases - Applications web service & portal mgmt command & control center desktop management storage management

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IT Service Management

tech n

y g o ol

ocess pr

business value of IT the services

managing the managing

managing the

infrastructure

eo

Gartner:Processes form a big part of IT service management. Availability in a complex computing environment does not happen on its own or automatically by acquiring high-availability technology. It takes strategy, planning, policy and implementation to achieve it. These are people and process issues, not technology issues."
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p le

The New HP ITSM Reference Model (high-level)

IT Business Alignment
PURPOSE To align business requirements with IT in terms of IT strategy, IT architecture, IT organizational design and an IT service portfolio. VALUE To provide the strategic context and parameters for the design, development and operations of IT services.

Service Operations

PURPOSE To monitor, maintain, improve and report on IT services and manage dayto-day customer IT service requests VALUE To cost-effectively provide high quality, Service Delivery agile IT services and manage customer satisfaction Assurance PURPOSE
Create and maintain service level agreements, manage infrastructure-related Information, control changes to the infrastructure and perform ongoing service improvements.

VALUE PURPOSE To design and manage customer specific IT services, service levels and service design specifications.
To ensure that IT can meet its service delivery commitments.

PURPOSE To build and test IT services according to design specifications and release the IT services into the production environment VALUE To cost-effectively realize high-quality, agile IT services and manage the risks of releasing major changes or new IT services into production

VALUE To balance the quality of IT services in terms of availability, continuity, capacity and security with the cost of IT services

Service Design & Management

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Service Development & Deployment

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The New HP ITSM Reference Model

IT- Business Alignment
IT Business Assessment Customer Management Service Request Management

Service Operations
Incident Management

Problem Management

IT Strategy & Architecture Planning

Service Planning

Service Delivery Assurance

Service Level Management Configuration Management

Operations Management

IT Service Continuity Management

Security Management

Change Management

Release Management

Availability Management

Capacity Management

Financial Management For IT Services

Service Build & Test

Service Design & Management

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Service Development & Deployment

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IT Service & Infrastructure Management benefits

market advantage at liberalized world improved collaboration & clear interdependencies

by implementation of by improvement of clear IT services and service time to market & revenues level agreements that are the guaranteed service quality to result of internal processes end-customers measurable processes that work market image across organizations and infrastructures cost control an organizational design to IT business alignment support the processes integrated management technology, automating processes and putting people in control
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Implement IT Service Management . with success

Pay special attention to: High-executive sponsorship Involve all key contributors from early beginning Setting achievable and measurable milestones Consistent approach across the enterprise Quick visible result Focus on long-term strategy & goals Time to digest and take-over every part of solution and change
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Avoid: Overestimation of in-house capabilities and capacity Focus on technology instead of concept Underestimation of real time, budget and effort plans Inventing a wheel Half-way solution and compromises

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Implement IT Service Management . with success

Be aware that: Ownership is in your hands Changes may be painful and complex There is no simple and/or quick solution Many vendors can promise anything, but just few can deliver

There

is no other option

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