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Bhargesh Ved
Contents
What is a Service
What is IT Service management
ITIL V3 & the Service Lifecycle
Service Strategy
Service Design
Service Transition
Service Operation
Continual Service Improvement
Service
Means of delivering value to customer by facilitating
outcomes that customers want to achieve without the
ownership of specific costs and risks.
Customers purchase the use of a service to achieve outcomes
Value of the service to the customer is dependent on how well it
facilitates these outcomes
IT Service management
A set of specialized organizational capabilities for providing value to
customers in the form of services.
Service management enables a service provider to understand the services
they are providing to ensure that the services really do facilitate the
outcomes their customers want to achieve
Service Management is concerned more that just delivering services.
Each service, process or component has a lifecycle.
Service management considers the entire lifecycle from
Strategy to Design
Transition to Operation
Continual Improvement
People: the people, skills and competencies involved in the provision of IT services
Products: the technology and management systems used in the delivery of IT services
Processes: the processes, roles and activities involved in the provision of IT services
Partners: the vendors, manufacturers and suppliers used to assist and support IT service
provision.
ITIL Version 3
Business Value
ITIL Version 3
Business
Partner
ITIL Version 2
ITIL Version 2
Service
Provider
ITIL Version 1
Technology
Provider
Business-IT alignment
Quality and efficiency of IT
processes
IT
ITIL Version 1
Maturity
Agree
&
Define
V2 Processes
Service Desk
Incident Management
Problem Management
Configuration Management
Plan
&
Improve
Support
Change Management
&
Release Management
Restore
Service Level Management
Capacity Management
Service
DeskManagement
Capacity
IncidentAvailability
Management
Management
Availability Management
ProblemFinancial
Management
Management
Release
&
Control
Configuration Management
Change Management
Release Management
Agree
Continual
Service
Service Level Management
Improvement
&
Service Level Management
Service Measurement
Service Reporting
Financial
Management
Service Catalog Management
Define
Service Improvement
Service
Design
Availability Management
Capacity Management
IT Service Continuity Management
Service
Strategy
Support
&
Restore
Supplier Management
Information Security Management
Plan
&
Improve
Financial Management
Service
Operation
Demand Management
Service Portfolio Management
Event Management
Incident Management
Service Desk
Service
Transition
Request Fulfillment
Problem Management
Incident Management
Capacity Management
Availability Management
Access Management
Problem Management
Change Management
IT Service
Service Desk
Technical Management
IT Operations Management
Release
&
Control
Configuration Management
Release Management
Service Validation & Testing
Applications Management
Evaluation
Knowledge Management
Configuration Management
Change Management
Release Management
Continuity Management
Service Strategy
Customers do not buy products, they buy the satisfaction of particular
needs.
Example People do not want quarter-inch drills. They want quarter-inch holes
Services should deliver sufficient outcomes that the customer wants to achieve.
Achieving a deep understanding of customer needs also requires a clear
understanding of who exactly is the customer of that service provider. This
in turn requires the service provider to understand the wider context of the
markets that he is operating in.
Strategy cannot be created in isolation. Strategy needs to be built after having
a good understanding of the environment in which the service provider
wants to operate in as well as factors such as competition.
Service Strategy
The four Ps of Strategy:
Processes
Financial management
Service Portfolio Management (SPM)
Demand Management
Activities
Define Market
Develop Offerings
Develop Strategic Assets
Prepare for Execution
Roles
Business Relationship Manager (BRM)
Product manager (PM)
Chief Sourcing Officer (CSO)
Service Design
Provides guidance for the design and development of services and service
management processes.
Goals
Service Design
Processes
Roles
Service Transition
The role of service transition is to deliver services that are required by
the business into operational use. In case the business
circumstances, assumptions, requirements have changed since
design then modifications may well be required during the service
transition stage in order to deliver the required service.
Goals
Set customer expectations on how the performance and use of the new or changed
service can be used to enable business change.
Enable the business change project or customer to integrate a release into their
business process or services.
Reduce variations in the predicted and actual performance of the transitioned
services.
Reduce the known errors and minimize the risks from transitioning the new or
changed services into production
Ensure that the services can be used in accordance with the requirements and
constraints specified within the service requirements.
Service Transition
Processes
Change management
Service Asset & Configuration management
Knowledge Management
Processes focused on ST but not exclusive to this stage are
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.
It is during this stage of the lifecycle that services actually deliver value
to the business. It is the responsibility of the service operation staff
that the value is delivered.
Goals
Service Operation
Processes
Event Management
Incident Management
Request management
Problem Management
Access management
Functions
Service Desk
Technical Management
IT Operation Management
Application management
CSI Roles
Continual service improvement manager
Whilst a CSI Manager is responsible for the overall CSI activities within an
organization, the majority of the detailed improvement related work is
carried out within each of the lifecycle stages, processes and activities.