IT Service Management

An emerging discipline
What is the
Vision?
Where are
We Now?

Keep on
Going?

Where do we
Want to be?
How do we
Get there?

High Level
Business
Objectives
Assessments
Benchmarks
Measurable
Targets
Process

Metrics
Have we
Reached?
1

Evolution of IT Service Management

Process Model

ITIL V2 to V3 what is there in V3

ITIL Refresh or ITIL V3 Reorganizes With a Life Cycle

Approach to Service Management

Major rewrite and reorganization of ITIL documents

Retain existing processes
Clarify and enhance processes
Add new processes where necessary
Organize into a lifecycle approach

Service Strategy

Service Design

Service Transition

Service Operation

Continual Service Improvement

Contributing frameworks:

COBIT
MOF
Enterprise Computing Institute
ITIL
4

Incident Management

Problem Management

Change Management

Configuration Management

Introduction to the IT Service Lifecycle

Introduction to ITSM and

ITIL
Rationale for the Service
Lifecycle
High-level process models
Basic principles
Introduction to the five core
books
Key messages and lessons

ITIL V3 Core Structure

ITIL V3 Overview

Service Strategy

Service Design

Service Transition

Service Operation

Process orientation
Terminology
Inputs and outputs
Activities
Process flow / diagram
Process Roles
Challenges
KPIs

CSI

ITIL V3 Foundation Course Structure

10

Service Strategy
Practical Decision-Making
Outline
Business Eco systems
From value chains to value nets
Adaptive processes for customers,
services and strategies
Linking to external practices and
standards
Managing uncertainty and complexity
Increasing the economic life of
services
Selecting, adapting and tuning the
best IT service strategies

11

Service Design
Pragmatic Service Blueprint
Outline

Policies, Architecture, Portfolios,

service models
Effective technology, process and
measurement design
Outsource, shared services, co-source
models? How to decide & how to do it
The service package of utility,
warranty, capability, metrics tree
Triggers for re-design

12

Service Transition
Managing change, risk & quality
assurance
Outline
Newly designed Change, Release &
Configuration processes
Configuration processes
Risk and quality assurance of design
Managing organization & cultural
change during transition
Service management knowledge
system
Integrating projects into transition
Creating & selecting transition models

13

Service Operation
Responsive, stable services
Outline
Robust end to end operations practices
Redesigned, incident and problem
processes
New functions and processes
Event, technology and request
management
Influencing strategy, design, transition
and improvement
SOA, virtualization, adaptive, agile
service operation models

14

Continual Service Improvement

Measures that mean something
and improvements that work
Outline
The business case for ROI
Getting past just talking about it
Overall health of ITSM
Portfolio alignment in real
Portfolio alignment in real--time
with time with business needs
Growth and maturity of SM
practice
How to measure, interpret and
execute results
15

IT systems in business processes

Manual
processes

Single-function
applications*

Integrated
applications **

Composite
applications

SCM

AR

Manufacture to inventory

SCM

CIM

Procure to pay

CRM

Order to cash

CRM

AP
ERP
GL
<1970

1970s to early 90s

Early 90s to present

ERP
Present to 2015+

*CIM = Customer Inventory Management, AR = Accounts Receivable, AP = Accounts Payable, GL = General Ledger
**CRM = Customer Relationship Management, SCM = Supply Chain Management, ERP = Enterprise Resource Planning

16

CSI Running across all phases

Service Strategies
Strategies,
Policies,
Standards

Feedback
Lessons Learned
for Improvement
Service Design
Output

Feedback
Lessons
Learned
for
Improvement

Plans to create and modify

services and service
Feedback
management processes
Lessons Learned
for Improvement

Feedback
Lessons Learned
for Improvement

Service Transition
Output

Manage the transition of

new or changed services
or service management
process into production

Feedback
Lessons Learned
for Improvement

Service Operation
Output

Day-to-day operations of
services and service
management processes

Continual Service Improvement

Activities are embedded in the service lifecycle

17

Focal points in each phase

The Business / Customers

Requirements
Service
Strategy

Service Portfolio
Service Catalogue

Strategies

Policies

Constraints

Service
Design
Solution
Designs

Architectures

Service
Transition
Transition
Plans
Service
Operation

Requirements

SDP s

Standards

Tested
solutions

Operational
Plans

Continual Service
Improvement

SKMS

Operational
Services

Improvement
actions and plans

18

Focal points in each phase

Strategy Generation
Sourcing Strategy
Service Portfolio Mgt
Finance Management
Demand Management

1.
2.
3.
4.
5.
6.
7.

1.
2.
3.
4.
5.
6.
7.

Service Catalogue Mgt

Service Level Mgt
Capacity Mgt
Availability Mgt
Service Continuity Mgt
Information Security Mgt
Supplier Mgt

Service
Strategy

Transition Planning and Support

Change Management
Service Asset and Configuration Mgt
Release and Deployment Mgt
Service Validation and Testing
Evaluation
Knowledge Mgt

1.
2.
3.
4.
5.

The Business / Customers

Requirements

Service Portfolio
Service Catalogue

1.
2.
3.
4.
5.

Event Management
Incident Management
Request Fulfillment
Problem Management
Access Management

Policies

Strategies

Constraints

Service
Design
Architectures

Solution
Designs
Service
Transition

Transition
Plans

Service
Operation

1.
2.
3.
4.
5.
6.

Standards

Tested
solutions

Operational
Plans

Requirements

SDP s

SKMS

Operational
Services

The 7 Step Improvement Process

Service Reporting
Continual Service
Service Measurement
Improvement
ROI for CSI Improvement
actions and plans
Business Questions for CSI
Service Level Management
19

AMF Organisational Overlap

Requirements

Optimize

Operate

Design
IT Service
Management
Strategy,
Design,
Transition and
Improvement

Build and
Test

Deploy

Application
Development

Application
Management

20

ITOMF Organisational Overlap

Technical
Service Desk

Management

Mainframe

IT Operations
Management

IT Operations Control

Application
Management

Financial Apps

Console Management
Job Scheduling
Server

Backup and Restore

HR Apps

Print and Output

Network

Facilities Management

Business Apps

Data Centres
Recovery Sites
Storage

Consolidation
Contracts

Database

Directory
Services

Desktop

Middleware

Internet/Web

21

Local Service Desk

For Local business needs and

onsite support

Local
User

Local
User

Local
User

Desktop support
First line support

Network support

Service Desk

Application support
Systems and operations
support
Third party support

Third
Party
Support

Network &
Operation
Support

Application
Support

Desktop
Support

22

Centralized Service Desk

Customer
Site 1

In multi location environment

local SD becomes expensive
Central SD is established
serving all locations
All service request are logged
at a central physical location
Key benefits

Reduced operational costs

Consolidated Mgmt reports.
Better resource allocation
Third
Party
Support

Customer
Site 2

Customer
Site 3

Centralized
Service Desk
Second Line Support

Network &
Operation
Support

Application
Support

Desktop
Support

23

Virtual Service Desk

Paris
Service Desk

Amsterdam
Service Desk

Virtual service desk can be

accessed from anywhere in
the world

Wan

Sydney
Service Desk

Modem

If the organization is MNC it

gives same benefits of
centralized service desk

Virtual Service Desk

Internet

London
Service Desk

Modem

Service
Mgmt
Database (S)

Maintains central database

accessible from all locations

Toronto
Service Desk

LAN
The only difficulty is the
person required at Virtual SD
needs to be specialist

LAN

Telephone
New York
Service Desk
User Site 1

Local Users

User Site a
Fax

Follow The Sun Model

Local Users

Remote Users

Third Party Supplier

Service Desk 24

SS Focus Areas
The Business / Customers

Requirements

Strategy Generation
Sourcing Strategy
Service Portfolio Mgt
Finance Management
Demand Management

Policies

Strategies

Service Portfolio
Service Catalogue

1.
2.
3.
4.
5.

Service
Strategy

Constraints

Service
Design
Architectures

Solution
Designs
Service
Transition

Transition
Plans

Service
Operation

Requirements

Standards

Tested
solutions

Operational
Plans

Continual Service
Improvement

SDP s

SKMS

Operational
Services

Improvement
actions and plans

25

SPM Process
Service
Strategy

Define

Inventories
Business Case

Analyse

Value Proposition
Prioritization

Approve

Service Portfolio
Authorization

Charter

Communication
Resource allocation

26

Service Portfolio
Service
Improvement
Plan
Market
Space 1

Customer
3

Linked by
services
Customer
2

Service
Portfolio

Market
Space 2

Market potential
for services
Customer
1

Market
Space 3
Third-party
Services

27

Service Portfolio Central Repository

Business Unit A

Business Unit B

Business Unit C
The business

3
Business
Process

6
5

Business
Process

Service A

9
Business
Process

8
7

F G
D E
C
B

SLAs
IT

Infrastructure
System
H/W

OLAs

System
S/W

Networks

Environment

Supporting
services

Teams
(iii)
Support
team

DBMS

(ii)

Data

Applications

Central
repository
Supporting
services

Contracts

The Service Portfolio

Service

Suppliers

Status Owner

..

Service A
Service B

(i)

(iii)
(ii)
Supplier

(i)

Service C

28

Service Decomposition

Business
Processes

Decomposition

Abstraction or Composition

Business Services

IT Services

Resources and Capabilities

Internet

Personnel

29

Risk & Investment Decision

Venture
New Market

Transform the
Business (TTB)

Growth

Risk

New services Existing market

Discretionary

Grow the
Business (GTB)

Enhance existing services

Non-Discretionary
Maintain Existing services

Core

Run the Business

(RTB)

Maintain Business critical services

30

Service Strategy Key Roles

Business Representative
(Business Relationship Manager)

Product Manager
Lines of
Service (LOS)

Service
Catalogue

Sources of
demand

31

SD Focus Areas
The Business / Customers

Requirements

Service Catalogue Mgt

Service Level Mgt
Capacity Mgt
Availability Mgt
Service Continuity Mgt
Information Security Mgt
Supplier Mgt

Service Portfolio
Service Catalogue

1.
2.
3.
4.
5.
6.
7.

Service
Strategy
Policies

Strategies

Constraints

Service
Design
Architectures

Solution
Designs
Service
Transition

Transition
Plans

Service
Operation

Requirements

Standards

Tested
solutions

Operational
Plans

Continual Service
Improvement

SDP s

SKMS

Operational
Services

Improvement
actions and plans

32

Service Requirements
Business
requirements

Business
requirements

Business
requirements

Business
requirements

Live
operation

Pilot or warranty
period

Design and development

Project (Project Team)

SAC

SAC

Document &
agree business
requirements
(Strategy & Design)

Design
service
solution
(Design)

SAC

Develop
service
solution
(Design)

SAC

Build
service
solution
(Transition)

SAC

SAC

Test
service
solution
(Transition)

Strategy
SDP Service Design Package

Design

Improvement
Transition

Transition & Operation involvement

SLR

SLR

SLR

SLR

Operation

SLR

SLA
pilot

SLM

SLA
Live

Build, Test, Release and Deployment Management

Change Management:
RFC
released

Approved for Approved for Approved for Approved for

development build
test
design

Approved for
warranty

Approved for
live release

Review &
closure

33

Technology and architectural design

Business/Organization Architecture
Delivery,
feedback &
monitoring

Service Architecture
Service
Portfolio
Supported
by

Application Architecture

Influenced
by

Information/Data
Architecture

Using
Environmental Architecture
IT Infrastructure
Architecture
Management
Architecture
Product
Architecture

Service
Knowledge
Management
System

34

Service Catalogue

Business
Process 1

(Business & Technical)

Business
Process 2

Business
Process 3

Business Service Catalogue

Service A

Service B

Service C

Service D

Service E

Technical Service Catalogue

Support
Services

Hardware

Software

Applications

Data

35

SLM - Process
Business Unit A

Business Unit B

The business

Business
Process

Business
Process

5
4

SLM
SLR(s)

G
D F
C
Service A B

SLA(s)

Determine,
document & agree
requirements for new
services SLRs &
make SLAs

Develop contacts
& relationships,
record & manage
complaints &
compliments

OLAs

Support teams

Monitor service
performance against
SLA & produce
service reports

Conduct service
review & instigate
improvements within
an overall SIP

Collate, measure
& improve
customer
satisfaction

Review & revise

SLAs, service
scope & underpinning
agreements

Supplier Management

Document
standards &
templates

SLA(s)

Assist with the

Service Catalogue
& maintain document
templates

Service
Catalogue
Service
Reports

Contracts

Suppliers

36

Focus of each Phase in Lifecycle

The Business / Customers

Requirements
Service
Strategy

Policies

1.
2.
3.
4.
5.
6.
7.

Service Portfolio
Service Catalogue

Strategies

Constraints

Service
Design

Transition Planning and Support

Change Management
Service Asset and Configuration Mgt
Release and Deployment Mgt
Service Validation and Testing
Evaluation
Knowledge Mgt

Architectures

Solution
Designs
Service
Transition

Transition
Plans

Service
Operation

Requirements

Standards

Tested
solutions

Operational
Plans

Continual Service
Improvement

SDP s

SKMS

Operational
Services

Improvement
actions and plans

37

Scope of Change Management

Service Provider

Business
Strategic
change

Manage the
business

Tactical
change

Manage the
business
processes

Manage IT services

Service
portfolio

Supplier
Manage the
suppliers
business

Manage
external
services

Service
change

Operational
change

Manage the
business
operations

Service
Operations

External
operations

38

Change Management Process for Normal Change

Create
RFC

Change
proposal
(optional)

Record the
RFC
Initiator

requested

Change
Management

Ready for evaluation

Assess and
evaluate change
Ready for decision

Work orders

Authorize
Change

Authorize
Change proposal
Change
authority

authorized
Plan updates

Change
scheduled
Management
Co-ordinate change
implementation*
Change
Management
Evaluation report

Work orders

Update change and configuration information in CMS

Review
RFC

implemented

Review and close

change record

39

closed
*Iincludes build andtest the change

Seven Rs of Change Management

Who RAISED the change?
What is the REASON for the change?
What is the RETURN required from the change?
What are the RISKS involved in the change?
What RESOURCES are required to deliver the
change?
Who is RESPONSIBLE for the build, test and
implementation of the change?
What is the RELATIONSHIP between this change
and other changes?

40

Change Authorization Model

41

RFC Workflow and Interfaces

Change Management
Raise & record
change request

Assess
change

Approve
reject
change

Co-ordinate
change
implementation*

Review
change

Close
change

Audit
items

Check
records
updated

Release and deploy

New/changed CIs

Configuration Management

Reports &
audits

Identify
affected items

Update
records

Capture
release and
environment
baselines

Configuration Management System

*Includes build and test where applicable

42

SACM Logical Configuration Model

Customer

Service
level package

Service
portfolio

Contract

Banking
core service

Serviced by

E-banking
support
service

Availability

Supported by

User
experience

Application

Business
logic

Hosted

Messaging

Application
hosting
service

Data
services

Technical
infrastructure
service

Uses

Web
services

Network
topology

Authentication

Network
service

43

ELS Early Life Support

Start

Incident and
Problem
Management

Operate Service

Change and
Configuration
Management

Collect service
performance data

Plan and manage

improvements/risk
mitigation/change

Service Level
Management

Report service
performance
achieved

SKMS/CMS

Compare progress
against ELS plan

Verify service
stability

Exit criteria
met?

Yes

No
Identify quick wins/
improvements/risk
mitigation/changes

End

44

Service V model - Example

Level 1

Define Customer/
Business Requirements

Validate Service
Packages, Offerings
and contracts

Service Review Criteria/Plan

1b

1a
Level 2

Define Service
Requirements

Service
Acceptance Test

Service Acceptance Criteria/Plan

2b

2a
Design Service
Solution

Level 3

Service Operational Criteria/Plan

Service Operational
Readiness Test

3b

3a
Level 4

Level 5

left-hand side
represents the
specification
of the service
requirements

Service Release
Package Test

4b

4a

Levels of
configuration and
testing

BL

Service Release Test

Criteria and Plan

Design Service
Release

Develop Service
Solution

Component
and Assembly Test

5a

5b
Service
Component
Build and
Test

The righthand side

focuses on
the
validation
activities
that are
performed

Deliveries from
internal and
external suppliers

Baseline point
Internal and
external suppliers

45

Focus of each Phase in Lifecycle

The Business / Customers

Requirements
Service
Strategy

Policies

Service Portfolio
Service Catalogue

Strategies

1.
2.
3.
4.
5.
6.

Constraints

Service
Design

Event Management
Incident Management
Request Fulfillment
Problem Management
Access Management
Other operational activities

Architectures

Solution
Designs
Service
Transition

Transition
Plans

Service
Operation

Requirements

Standards

Tested
solutions

Operational
Plans

Continual Service
Improvement

SDP s

SKMS

Operational
Services

Improvement
actions and plans

46

IM - Process
From Event Mgmt

From Web Interface

User Phone Call

Email Technical
Staff

Incident Identification

Incident Logging

Incident Categorization

Service Request?

Yes

To Request Fulfilment

No
Incident Prioritization

Major Incident Procedure

Yes

Major Incident?
No
Initial Diagnosis

Yes
Management
Escalation

Yes

Hierarchic Escalation
Needed?
No

Functional Escalation
Needed?

Yes

Functional Escalation
2/3 Level

No
Investigation
& Diagnosis
Resolution and
Recovery

Incident Closure

End

47

Cost versus Quality

Cost of service

Service

Range of optimal
balance between
Cost and Quality

Quality of Service
(Performance, Availability, Recovery)
48

Gartner Group Maturity Model

Value

Service

Proactive
Reactive
Fire Fighting
49

Focus of each Phase in Lifecycle

The Business / Customers

Requirements
Service
Strategy

Policies

Strategies

Constraints

1.
2.
3.
4.
5.
6.

Service Portfolio
Service Catalogue

Service
Design

The 7 Step Improvement

Process
Service Reporting
Service Measurement
ROI for CSI
Business Questions for CSI
Service Level Management

Architectures

Solution
Designs
Service
Transition

Transition
Plans
Service
Operation

Requirements

Standards

Tested
solutions

Operational
Plans

Continual Service
Improvement

SDP s

SKMS

Operational
Services

Improvement
actions and plans

50

PDCA Model

Business
requirements

Continual Service Improvement

Management
responsibilities

Request for
new service
Service and process
measurements
External
requirements
Security
requirements

Customer
satisfaction

PLAN
CSI
ACT
Modify
CSI

More effective and

efficient processes
DO
Implement
CSI

CHECK
Monitor, measure
and review CSI

Business
results

New changed
services
Improved employee
morale

51

CSI Model Based on SM Discipline

What is the vision?

Where are we now?

How do we keep
the momentum going?

Where do we want
to be?

Business vision,
mission, goals and
objectives

Baseline
assessments

Measurable
targets

How do we get there?

Service & process

improvement

Did we get there?

Measurements &
metrics

52

Measurement Business value

Why Measure ? Purpose of reports

To Validate

To Direct
Your Measurement Framework

To Justify

To Intervene

53

The 7-StepIdentify
Improvement Process

Vision
Strategy
Tactical Goals
Operational Goals

1. Define what you

should measure

2. Define what you

can measure

7. Implement
corrective action
Goals

3. Gather the data

Who? How? When?
Integrity of data?

6. Present and use the

information, assessment
summary, action plans, etc.

5. Analyze the data

Relations? Trends?
According to plan?
Targets met?
Corrective action?

4. Process the data

Frequency? Format?
System? Accuracy?

54

Asset Management
View
Financial Asset
Asset Status Reports
Asset Statements and
Bills
Licence Management
Asset Performance

Configuration
Lifecycle View
Project
configurations
Service, Strategy,
Design, Transition,
Operations
configuration
baselines and
changes

Technical
Configuration View
Service
Applications
Application
Environment
Test Environment
Infrastructure

CMS Configuration Mgmt System

Presentation
Layer

Portal

Change and Release

View Schedules/plans
Change Request
Status Change
Advisory Board
agenda and minutes

Quality Management
View
Asset and
Configuration
Management
Policies, Processes,
Procedures, forms,
templates, checklists

Service Desk View

User assets
User configuration,
Changes, Releases,
Asset and Configuration
item and related
incidents, problems,
workarounds changes

Search, Browse, Store, Retrieve, Update, Publish, Subscribe, Collaborate

Knowledge
Processing
Layer

Query and Analysis

Performance Management
Forecasting, Planning, Budgeting

Reporting

Modelling

Monitoring Scorecards,
Dashboards Alerting

Customer/ User Service Application Infrastructure mapping

Information
Integration
Layer

Service
Portfolio

Common Process
Data and
Information

Service
Package

Schema
Mapping

Integrated Asset and Configuration

Information

Meta Data
Management

Data
Reconciliation

Data
Synchronization

Service
Release

Service
Change

Extract,
Transform,
Load

Mining

Data Integration
Project Document
Filestore
Data and
Information
Sources
and Tools

Definitive Media
Library
Definitive
Document Library

Structured

Project
Software

Definitive
Media Library1
Definitive
Media Library2

CMDBs

CMDB1

CMDB2

Discovery,
Asset
Management
and audit tools

Software
Configuration
Management

Platform
Configuration Tools
e.g. Storage
Database
Middleware Network
Mainframe
Distributed Desktop

Enterprise
Applications
Access Management
Human Resources
Supply Chain
Management
Customer Relationship
Management

CMDB3

55