ICT service management implementation overview-

IT Service Management

Implementation

Rabah OdehSenior Security Consultant

May 1, 2023 2

Objectives

• Describe service management framework• Describe service management processes

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Agenda

• ITIL/ITSM• IT Service Management Framework• IT Service Processes• Detailed Review of Incident and Service

Request Management Process • Implementation

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ITIL/ITSM

• ITIL/ITSM is a framework for managing service−Service centric model of the IT processes required to

deliver quality IT services to the internal and external customers and how these processes relate to each other

• Not a formal standard with certifications− ISO/IEC 20000 is a related formal standard

• Service management implementation can be complex

• Need to understand why it is being done, what resources are required and how it should be phased

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IT Process and Service Management Framework

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IT Service Management Framework

• One possible view of service management• Provides a strategic framework within which

selected elements of service management are implemented and deployed1. Without such a framework, IT will struggles to determine

Current state of IT with regard to service delivery capability

2. Presents a desired future state of IT service management3. Defined steps necessary to bridge gaps and achieve the

Service Management goals of IT4. Provides a long-term goal for implementation and

enables measurements against status of implementation5. Ensures you get implementation right

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Framework - Service Operations Processes

• Problem Management− Minimises the effect of errors in the IT environment and IT services

on the customers. It is a process focused on diagnosing and rectifying problems in the IT environment to obtain the highest possible stability in IT service delivery

• Incident and Service Request Management− Manages the day-to-day support interface between end Users and

service providers and minimises service disruption to the end User by quickly resolving Incidents that occur in the infrastructure

− Call Management and efficient first-level support are encompassed in this process.

• Operations Management− Performs and manages day-to-day processing activities required

for IT Service Delivery in accordance with agreed-upon service levels and operates the IT Production environment required to deliver services

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Problem Management Process Relationships

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Problem Management Overview

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Operations Management Process Relationships

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Operations Management Overview

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Framework - Service Design and Management Processes

• Security Management− Manages a defined level of security on information and IT services.

• Continuity Management− Manages organisation’s ability to continue providing a pre-determined and

agreed level of IT Services to support the minimum business requirements following an interruption to the business

• Availability Management− Plans for, monitors, manages and improves service availability, at

acceptable costs, to users in order to meet the service requirements as per SLA

• Capacity Management− Ensures the provision and management of IT capacity to meet evolving

business requirements on time and at effective cost• Financial Management− Management of the monetary resources of the organisation, supporting

planning and execution of the business objectives to achieve maximum efficiency

− Responsible for accounting the service costs and return on IT Service investments, as well as recovering costs from the customers

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Security Management Process Relationships

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Security Management Overview

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Continuity Management Process Relationships

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Continuity Management Overview

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Availability Management Process Relationships

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Availability Management Overview

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Capacity Management Process Relationships

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Capacity Management Overview

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Financial Management Process Relationships

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Financial Management Overview

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Framework - Service Development and Deployment Processes

• Service Build and Test−Develops, tests and documents new services and

enhancements and fixes to an existing service• Release to Production−Deploys one or more production copies of a new or

updated CI under the overall supervision of Change Management

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Service Build and Test Process Relationships

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Service Build and Test Overview

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Release to Production Process Relationships

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Release to Production Overview

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Framework - Business and IT Alignment Processes

• Service Planning− Designs, develops and controls Service Plan required for service

development• IT Strategy and Architecture Planning− Development and maintenance of IT strategies and architecture

for the deployment and implementation of IT infrastructure solutions throughout the organisation in a cost-effective manner

• Customer Management− Establishes and maintains links between executive business

managers and the IT services organisation• IT Business Assessment− Assesses the market for IT Services, determines business needs

and recommends IT Services to full-fill specific market segment business requirements

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Service Planning Process Relationships

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Service Planning Overview

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IT Strategy and Architecture Planning Process Relationships

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IT Strategy and Architecture Planning Overview

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Customer Management Process Relationships

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Customer Management Overview

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IT Business Assessment Process Relationships

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IT Business Assessment Overview

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Framework - Service Development and Deployment Processes

• Service Build and Test−Develops, tests and documents new services and

enhancements and fixes to an existing service• Release to Production−Deploys one or more production copies of a new or

updated CI under the overall supervision of Change Management

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Service-Level Management Process Relationships

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Service-Level Management Overview

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Change Management Process Relationships

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Change Management Overview

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Configuration Management Process Relationships

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Configuration Management Overview

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Incident and Service Request Management Detailed Review

• Principles of operation• Process relationships• Process overview• Detailed processes

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Incident and Service Request Management Principles of Operations• There is one Incident and Service Request Management process• The Incident and Service Request Management Process provides

customers with one single point of contact (SPOC)• First Level Support maintains ownership of Incidents and Service Requests

until the Customer agrees that the Incident or Service Request has been resolved

• All Incidents and Service Requests received by the Service Desk must be logged

• All Incident and Service Request progress and resolutions must be documented in the Incident and Service Request Management database

• Timely and accurate information regarding known or expected degradation of service must be made available to the Customers

• There is one defined escalation and transfer process to ensure timely resolution of escalated incidents

• There is one Incident and Service Request Management Process Quality Control process in place continually monitoring and measuring the success in achieving our quality targets, identifying potential process improvements, and committed to defining training opportunities for developing IT staff

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Incident and Service Request Management Process Relationships

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Incident and Service Request Management Process Overview

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Incident and Service Request Management Detailed Process - Log Incident / Service

Request

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Incident and Service Request Management Detailed Process - Assign Incident / Service

Request

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Incident and Service Request Management Detailed Process - Diagnose / Resolve at

Level 1

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Incident and Service Request Management Detailed Process - Diagnose / Resolve Using

Incident Support

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Incident and Service Request Management Detailed Process - Manage Escalation

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Incident and Service Request Management Detailed Process - Diagnose / Resolve Via

Escalation Team

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Incident and Service Request Management Detailed Process -

Implement Service Request

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Incident and Service Request Management Detailed Process -

Incident Control

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Incident and Service Request Management Detailed Process - Close Incident / Service

Request

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Incident and Service Request Management Detailed Process -

Report Metrics

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Incident and Service Request Management Detailed Process - Evaluate and Improve

Process

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Implementation

• Not a trivial task• Need to dedicate resources realistically• Identify phased implementation path• Select tools to implement• Willingness to follow processes after

implementation

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More Information

Rabah OdehSenior Security ConsultantRabah_o@yahoo.com