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IT Service Management (ITSM) is all about the efficient, effectiveAnd economical use of: People Customers, Users & IT Staff
Processes ITIL--------------------Service Delivery and Service Support
Products Tools and technology
Partners Vendors and Suppliers
IT Service Management:-it is a set of capabilities that can provide valuecustomers
The management of IT services to support one or more business areasCourse syllabus
Service Delivery Service Support
ITIL: - originally by the Central Computer and Telecommunications Agency (CCTA).Achieving the efficient support and delivery of high quality, cost effective IT services. And itis renamed the Office of Government Commerce (OGC).
ITIL Objectives:-
1) It reduces cost
2) Increase availability
3) Tune Capacity-- Over provision is expensive and under provision causes performanceProblems
4) Increase Throughput--To grow a business through expansion or by doing more withthe same resources
5) Optimize resource Utilization-- Resources represent a cost to the business
6) Improve Scalability--The size of an organization is an important factor whenimplementing ITIL processes.
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SERVICE Desk:-to act as central point of contact between user and IT service provider.
To handle Incidents and Requests, and provide an interface for other activities such as Change,
Problem, Configuration, Release, Service Level and IT Service Continuity Management.
INCIDENT Management: -To restore normal service operation as quickly as possibleWith minimum disruption to the business, thus ensuring the best possible levels of service and
availability are maintained.
OBJECTIVES:-
To log and track ALL incidents Via Service Desk
To maintain meaningful records
To deal with incidents consistently
SCOPE:-
Hardware failure
Software error
Network faults
Information request
How do I? Request for equipment moves
Password re-set, changes
New starters
Request for consumables
Service extension requests
Performance issues
Problem: -A problem is the unknown underlying cause of one or more incidents
Known errors:A known error is an incident or problem for which the root cause is known andfor which a temporary workaround or permanent alternative has been identified.
If a business case exists, a Request for Change (RFC) will be raised, but, in any event it remains a
known error unless it is permanently fixed by a changeKnown errors are the responsibility of Problem Management not Incident
Management
Input /output activities:-
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Function Escalation: - functional escalation route for a typical incident
Problem Management: -To minimize the adverse effect on the business of incidentsAnd problems caused by errors in the infrastructure, and to proactively prevent the occurrence of
incidents, problems, and errors Problem
Scope: -Identify and resolve IT problems that affect IT services To minimize the impact of problems and incidents
Recurring incident/problem prevention
Pro-active problem Management
To reduce the overall number of IT incidents
To ensure that the right level and number of resources are resolving specific problems
Assist with major incidents, if required
Entry to IT Service Continuity Management
Maintaining relationships with third party suppliers
Including ensuring vendors comply with their contracts
Incident:- An incident is any event that is not part of the standard
Operation of a service and that causes, or may cause, an
Interruption to, or a reduction in, the quality of that service
Problem:- A problem is the unknown underlying cause of one or more
Incidents
Known Error:- A known error is an incident or problem for which the root
Cause is known and for which a temporary workaround or
Permanent alternative has been identified. If a business case
Exists, an RFC will be raised, but, in any event, it remains aKnown error unless it is permanently fixed by a Change.
Incident management Problem management
Restores agreed levels of services
Uses workarounds (Temporary solution for a
bug)
Diagnoses the root cause of incidents Identifies a permanent solution
May take longer than Incident Management
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PM Responsibilities:-Data is properly recorded
Data is regularly inspected and maintained
Known errors are recorded in a suitable database
Support staff is educated to capture and record high-quality data
Problem Control:-Identify and record problem
Classify problem
Investigate and diagnose problem
Root cause analysis--determining the unknown underlying cause of the problem.
Known Errors Development Sometimes a system might be allowed to be released into the live environment even though
known errors have been detected during testing.
Problem Management needs to ensure any such known errors, and any resolutions, are recorded
in the known error database.
Problem Management Techniques:- Pain Value Analysis (PVA) Ishikawa Diagrams
Kepner and Tregoe Analysis (see notes)
Major Problem Reviews
Configuration Management : - To provide a logical model of the IT Infrastructure by identifying,controlling, maintaining and verifying the versions of all Configuration Items in existence with the
organisation and determining the relationships between those items.
Configuration Management supports this mission through:IdentificationControl
Status accountingAudit and Verification
Scope:-Configuration Management
All information to manage IT components
Asset Management
Accountancy process
Items above a certain value
Financial information
Configuration Item (CI)
A component within a
configuration
A configuration in its
own right
Relationships
Primary
Parent/child (part of)
Secondary
Connected to
User of
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Configuration
Anything that needs to
be controlled
Lifecycle
Stages in the life of a CI
Attribute(piece of
information to Describes
a CI
CI Type
E.g. software products,
business systems, systemsoftware, etc.
A configuration is anything that needs to be controlled, and could include:HardwareSoftwareDocumentationNetworksPeopleChanges, incidents, problemsProceduresAnything else that needs to be controlled
Core Activities of Configuration Management P PlanningI IdentificationC ControlS Status AccountingV Verification and Audit
CMDB: - The CMDB is the heart of Configuration Management. It is really an informationBank that contains all relevant information on CIs and their relationships an d history
Key ITIL Interfaces:-Change Management Without Change Management the information about CIscannot be kept up to date
Without Configuration Management Impact Analysisduring Change Management will be less effective
Release Management Without Release Management the informationabout CIs and release events will not be
maintained Without Configuration Management theresponsibility of licence management will be verydifficult to accomplish
Service Desk
Without Service Desk (acting as Configuration Librarians) the CMDBinformation will not be effectively maintained Without Configuration Management It would be difficult for ServiceDesk to maintain who has what and where type information
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SERVICE DELIVERY:
SERVICE MANAGEMENT:-It is set of specialized organizational capabilities for providing value to
customers in the form of services
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