View
1.264
Download
3
Category
Preview:
DESCRIPTION
Carlos Mendes and Miguel Mira da Silva
Citation preview
2/17/11 Carlos Mendes and Miguel Mira da Silva 1
Carlos Mendes carlos.mendes@ist.utl.pt
Miguel Mira da Silva mms@ist.utl.pt
• We’ve a service catalogue and now what?
• Manage the requests made over it
• Evaluate the soluBon in two companies – monitored 8 metrics
2/17/11 Carlos Mendes and Miguel Mira da Silva 2
• How to implement?
• What are the the relaBons between requests and other concepts?
2/17/11 Carlos Mendes and Miguel Mira da Silva 3
• Service catalogue can become obsolete
• IT managers cannot establish relaBons between the service results and the elements that work together to achieve those results
2/17/11 Carlos Mendes and Miguel Mira da Silva 4
• ITIL: “a means of delivering value to customers by facilitaBng outcomes customers want to achieve without the ownership of specific costs or risks”
• DicBonary: “is associated with intangibility, being defined as an acBon, not a thing, which cannot be stored or reused”
• Restaurant example
2/17/11 Carlos Mendes and Miguel Mira da Silva 5
Defini3on Elements • Name • DescripBon • Image • Categories • Base Features • Base Cost • OpBonal Features • Exclusions • Prerequisites • State • Service Level Agreements (SLA) • Validity • Service Owner • Needs Approval • Delivery Process
2/17/11 Carlos Mendes and Miguel Mira da Silva 6
• Is an acBon not a thing and is intangible
• Is simultaneously produced and consumed
• Responds to idenBfied needs
• Can be sold to external companies • Uses capabiliBes and resources
• Follows a delivery process
• May contain tangible results
• Is described with user terms
• Although the current frameworks idenBfy the principal aspects of what a service catalogue is, they fail to explain how to implement this concept
• What is the difference between incident, change and service request?
• How to manage the service request lifecycle?
2/17/11 Carlos Mendes and Miguel Mira da Silva 7
• Service
• User
• Receiver
• Way of Request
• Request Date
• Approval Date
2/17/11 Carlos Mendes and Miguel Mira da Silva 9
• Delivery Date
• Validity Date
• OpBonal Features
• Service Level Agreements
• Total Cost
• State
• Receiver – Receives the service requests
• User – Requests the services
• Approver – Approves and pays the service requests
• IT Technician – Fulfils the service requests
• Service Owner – Manages the service lifecycle
• Service Provider – Manages the Service Owners
2/17/11 Carlos Mendes and Miguel Mira da Silva 10
Customer Side
Provider Side
• Two private companies – a sodware factory (with 12 employees)
– a private company with around 100 employees
• The service requests were registered in a prototype
2/17/11 Carlos Mendes and Miguel Mira da Silva 12
1. Number of Service Requests processed
2. Request Fulfillment cost 3. Hours worked against budget 4. Time of day Requests have been submieed 5. Number of presently unanswered Requests
6. Number of Requests that have stopped dead in the process
7. Number of bypasses to the process 8. Percentage of Service Requests through the process
2/17/11 Carlos Mendes and Miguel Mira da Silva 13
2/17/11 Carlos Mendes and Miguel Mira da Silva 14
SoBware Factory Implement New Features
Change Existent Features
Correc3ons to Existent Features Manag. Total
Requests 175 87 45 72 379 Requests (%) 46,17 22,96 11,87 19 100
Total Effort (h) 5191,8 1378,6 1015,05 1571,05 9156,5 Effort (%) 56,7 15,06 11,09 17,16 100
Effort/Request(h) 29,67 15,85 22,56 21,82 24,16
Effort/Budget(%) 100,5 109,24 104,17 97,57 101,6
2º Organiza3on Implement New Features
Change Existent Features Management Total
Requests 162 195 2 359 Requests (%) 45,13 54,32 0,56 100 Total Effort (h) 381 208,05 1,25 590,3 Effort (%) 64,54 35,24 0,21 100
Effort/Request (h) 2,35 1,07 0,63 1,64
Effort/Budget (%) 100,59 100,53 100 100,57
2/17/11 Carlos Mendes and Miguel Mira da Silva 15
0
10
20
30
40
50
60
70
80
8h 9h 10h 11h 12h 13h 14h 15h 16h 17h 18h 19h 20h 21h 22h 23h 24h
Sodware Factory 2º OrganizaBon
Num
ber of re
quests
2/17/11 Carlos Mendes and Miguel Mira da Silva 16
Metrics SoBware Factory 2º Organiza3on
Metric 5 number of presently unanswered requests
116 16
Metric 6 number of requests that have stopped dead in the process
0 0
Metric 7 number of bypasses to the process
0 0
Metric 8 percentage of service requests through the process
100% 100%
• Close the Gap 3 and Gap 4
• An opportunity to predict the demand
• Formal communicaBon means with the customers
2/17/11 Carlos Mendes and Miguel Mira da Silva 17
• What are the elements that most contribute to service quality?
• How do customers perceive IT services?
• What is actually affecBng and determining their quality judgement?
2/17/11 Carlos Mendes and Miguel Mira da Silva 18
Recommended