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Hochschule
Bonn-Rhein-Sieg
Prof. Dr. Martin Leischner
Netzwerksysteme und TK
06.01.2019 10:48
© M. Leischner Service Management in Networks
Modul:
IT Infrastructure
Library(ITIL)
!
especially
important
presentation slide
Slide 1
Hochschule
Bonn-Rhein-Sieg
Prof. Dr. Martin Leischner
Netzwerksysteme und TK
Basic concepts and introduction to ITIL
1. What is a service?
2. What is an asset?
3. What is service management?
4. What is a role?
5. What is a service provider?
6. What is a process?
7. What is a business process
8. What is ITIL?
9. What is the ITIL service lifecycle?
06.01.2019 10:48
Hochschule
Bonn-Rhein-Sieg
Prof. Dr. Martin Leischner
Netzwerksysteme und TK
A service provided by a service provider is means of
delivering value to customers
by facilitating outcomes customers want to achieve ( customer needs)
without the ownership of specific costs and risks.
The scope of service ranges from core service, general support to complex
service package.
A service that is straight consumed by the end user to do their work and is
something they demand and recognize.
( pay for service measure it SLA)
Examples:
Dropbox : online storage service
06.01.2019 10:48Service Management in Networks
What is a service?
Slide 3
Hochschule
Bonn-Rhein-Sieg
Prof. Dr. Martin Leischner
Netzwerksysteme und TK
What is an asset?
A asset is any resource or capability that could contribute to the delivery of a
service.
Examples of assets are:
infrastructure, e.g. workstations, router, rooms, locker, …
management + organization,
processes,
knowledge + information,
people, employees ("human resources ")
applications,
financial capital
….
06.01.2019 10:48Service Management in Networks Slide 4
Hochschule
Bonn-Rhein-Sieg
Prof. Dr. Martin Leischner
Netzwerksysteme und TK
What is service management?
The set of all technical and organizational capabilities for providing value to
customers in the form of services.
These abilities are available by functions and processes that the services
throughout their life cycle.
Examples of technical and organizational capabilities:
Planning of organizational processes
Customer support by a hotline
Specification and planning of services
06.01.2019 10:48Service Management in Networks Slide 5
Hochschule
Bonn-Rhein-Sieg
Prof. Dr. Martin Leischner
Netzwerksysteme und TK
What is a service provider? What is a role?
A service provider is
an organizational unit supplying services
to one or more internal customers or external customers.
We can distinguish three different types of service provider:
Type I - Internal Service Provider. A service provider embedded within a business
unit. It provides IT services exclusively for this specific business unit.
Type II - Shared Services Unit. An internal service provider that provides shared IT
services to more than one business unit.
Type III – External Service Provider. A service provider that provides IT services to
external customers
Accordingly, services can be classified into type I (internal service), type II (internal
shared service), type III (external service).
A role assigns a set of responsibilities, activities and authorities to a person or team. It
describes the purpose of something. Examples:
Incident manager, configuration manager, process manager
1st level support
06.01.2019 10:48Service Management in Networks
!
Slide 6
Hochschule
Bonn-Rhein-Sieg
Prof. Dr. Martin Leischner
Netzwerksysteme und TK
Change of Paradigm: From Technique to Business -
Value chains and business processes
The goal of every factory or company is to make money.
Essential idea: network as a factory.
Adding value to an (intermediate) product step by step: value chain
The value chain represents all the internal activities to produce goods and services.
(primary activities and support activities)
A value chain is decomposed into several business processes.
primary activities are decomposed into core business processes.
Essential idea:
06.01.2019 10:48Service Management in Networks
factory
networkresource(as "raw material")
commu-nicationproducts
adding value
!
Slide 7
Hochschule
Bonn-Rhein-Sieg
Prof. Dr. Martin Leischner
Netzwerksysteme und TK
Business processes and production
06.01.2019 10:48Service Management in Networks
„factory“
processes
process management(monitoring, reporting by process
managers)
process enabler(actors and resources)
monitoring of quality parameters
performing activities
„raw materials,
labor, energy “ „product“
!
Slide 8
Hochschule
Bonn-Rhein-Sieg
Prof. Dr. Martin Leischner
Netzwerksysteme und TK
What is a process?
A process is
an organizational flow of activities that lead to a defined result, e.g. set up a virtual
machine on VMware.
takes one or more defined inputs ("events") and turns them into defined outputs.
A process manager
is responsible for the operational management of a process ("planning", "monitoring",
"report")
A process owner
is held accountable for ensuring that a process is fit for purpose.
06.01.2019 10:48Service Management in Networks
Aus: OGC 2007, Service Strategy
!
Slide 9
Hochschule
Bonn-Rhein-Sieg
Prof. Dr. Martin Leischner
Netzwerksysteme und TK
What is ITIL?
A framework for IT service management
Naming of processes
Structuring and grouping of processes
Generic processes
de-facto standard for professional ITSM
ITIL was developed (in late 1980s) by the Office of Government Commerce
(OGC) that is the Britain’s Central Computer and Telecommunications Agency
2000: ITILv2 2007: ITILv3 Current version: ITIL Edition 2011
ITIL
is not immediately applicable.
can not be directly implemented.
ITIL requires
adjustments to the respective company
extensive preparatory work
general rethinking of IT services management
06.01.2019 10:48Service Management in Networks
!
Slide 10
Hochschule
Bonn-Rhein-Sieg
Prof. Dr. Martin Leischner
Netzwerksysteme und TK
06.01.2019 10:48Service Management in Networks
Lieferanten
Problem-
Mgmt.
Incident-
Mgmt.
Release-
Mgmt.Service
Desk
Change-
Mgmt.
Configuration-
Mgmt.
Service-
Level-
Mgmt.
Capacity-
Mgmt.
Availability-
Mgmt.
Continuity-
Mgmt.
Financial-
Mgmt.
Design & Plan
Deployment
Operations
Techn. Support
Business Perspective Prozesse
Service DeliveryAppl. Mgmt.
Infrastr. Mgmt. Service Support
Business Perspective
Kunden
Anwender
Transfer
Externe
Dienstleister
Gebäude
Personal
Hardware
Software
Lieferanten Leistungserbringer (IT Services) Leistungsabnehmer
Taktisch
Strategisch
Operativ
Requirements
Design
Build
Deploy
Operate &
Optimize
Abbildung von: Axel Hochstein, Institut für Wirtschaftsinformatik, Universität St. Gallen
Slide 11
Hochschule
Bonn-Rhein-Sieg
Prof. Dr. Martin Leischner
Netzwerksysteme und TK
Brief Description: ITILv2 Service Delivery Processes
Service Level Management:
Service-level management provides for continual identification, monitoring
and review of the levels of IT services specified in the service-level
agreements (SLAs). It is the primary interface with the customer
Availability Management:
Addresses the ability of an IT component to meet the agreed Service Levels
defined in SLAs.
Important activity: monitoring the achieved availability levels.
Continuity Management:
It defines and plans all measures and processes for unpredicted events of
disaster.
Capacity Management:
It supports the optimum and cost-effective provision of IT services by
helping organizations match their IT resources to business demands
Financial Management:
IT Financial Management comprises the discipline of ensuring that the IT
infrastructure is obtained at the most effective price.
06.01.2019 10:48Service Management in Networks Slide 12
Hochschule
Bonn-Rhein-Sieg
Prof. Dr. Martin Leischner
Netzwerksysteme und TK
Brief Description: ITILv2 Service Support Processes
Service Desk:
Single point of contact (SPOC) for users and IT employees.
Incident Management:
Restore a normal service operation as quickly as possible.
Problem Management:
Resolve the root causes of incidents and to minimise the adverse impact of
incidents caused by errors.
Change Management:
Aims to ensure that standardised methods and procedures are used for
efficient handling of all changes.
Release Management:
distribution of software and hardware, including license controls.
Configuration Management:
Management and traceability of every aspect of a configuration from
beginning to end ( CMDB)
06.01.2019 10:48Service Management in Networks Slide 13
Hochschule
Bonn-Rhein-Sieg
Prof. Dr. Martin Leischner
Netzwerksysteme und TK
ITIL Edition 2011
ITILv3 is (only) an extension of ITILv2
ITILv3 is focused on
a service's lifecycle
on customer's perspective
and needs of the business
ITILv3 processes are grouped into five stages :
Service Strategy determines by a strategy which services the IT organization is to
offer and what capabilities need to be developed. To do this you first have to
analyse customer needs and the market place.
Service Design comprises the design of new services, as well as changes and
improvements to existing ones.
Service Transition builds and deploys IT services.
Service Operation makes sure that IT services are delivered effectively and
efficiently. Responsible for the day-to-day business.
Continual Service Improvement realizes a control loop of quality management.
ITIL 2011 takes into account feedback from the user. Not entirely new
concepts are introduced.
06.01.2019 10:48Service Management in Networks Slide 14
Hochschule
Bonn-Rhein-Sieg
Prof. Dr. Martin Leischner
Netzwerksysteme und TK
What is the ITIL service live cycle?
06.01.2019 10:48
© M. Leischner Service Management in Networksfrom: http://eatrek.blogspot.de/2012/01/itil-and-ea-revisited.html
!
Slide 15
Hochschule
Bonn-Rhein-Sieg
Prof. Dr. Martin Leischner
Netzwerksysteme und TK
Service Strategy
• Idea behind service strategy
• Value of a Service
• Service Portfolio Management
06.01.2019 10:48
Hochschule
Bonn-Rhein-Sieg
Prof. Dr. Martin Leischner
Netzwerksysteme und TK
IT must be aligned with the business as a whole and are not just focused on
technical concerns.
Understanding IT service management as a substantial value for the
business as whole
06.01.2019 10:48
ITIL Service Strategy
Order MgmtLogistics
AccountingProduction
SAP
Web
Internet
Business Processes
IT Services
IT Infrastructure
!
Service Management in Networks Slide 17
Hochschule
Bonn-Rhein-Sieg
Prof. Dr. Martin Leischner
Netzwerksysteme und TK
No products, but services !!!
Allow the organization to understand the values of the IT services to the
business outcome
Consistently provide valuable services to the customers / users by
understanding the intrinsic values
Deliver services that are seen by the customers to be valuable (delivering
business outcome and achieving business objectives)
Defining a strategy for managing services.
How do I run my IT service management?
06.01.2019 10:48
ITIL Service Strategy
Customers do not want drills, they want holes
Customers do not want drills, they want holes
!
Service Management in Networks Slide 18
Hochschule
Bonn-Rhein-Sieg
Prof. Dr. Martin Leischner
Netzwerksysteme und TK
06.01.2019 10:48
Value of a Service: Combining two primary elements
from: ITIL 2011 Edition
!
Service Management in Networks Slide 19
Hochschule
Bonn-Rhein-Sieg
Prof. Dr. Martin Leischner
Netzwerksysteme und TK
Service Utility / Functionality
What customer receives (outputs)
Example: Students will be able to submit a incident ticket if WLAN doesn't work.
Service Warranty
How service is delivered/suitability for use (availability, capacity, continuity, security)
Example: The incident ticket will be processed by the help desk within 10 minitues of
receipt.
06.01.2019 10:48
Value of a Service from Customer Perspective
Service
Service Utility
Functionality
“Meets a particular need“
Increases performance
Defined by
1. Supported outputs
2. Avoiding costs and risks
Service Warranty
Quality
“suitable for use“
Reduces variation in performance
Defined by
1. Availability
2. Capacity
3. Continuity
4. Security from: Martin Sarnovský, Service Strategy, Faculty
of Electrical Engineering and Informatics Technical University of Košice
!
Service Management in Networks Slide 20
Hochschule
Bonn-Rhein-Sieg
Prof. Dr. Martin Leischner
Netzwerksysteme und TK
Process: Service Portfolio Management
Pipeline
Concept
Concept
Concept
Service
ServiceService
Service
Service
Service
Service Portfolio
Retired
Services
Ressourcen
bind use release
Services
nach: Böttcher, Roland: IT-Service-Management mit ITIL – 2011 Edition. Heise Verlag, 3. Auflage, 2013 (ppt-Erstellung: M. Kannen)
06.01.2019 10:48
Service Catalogue
!
Service Management in Networks Slide 21
Hochschule
Bonn-Rhein-Sieg
Prof. Dr. Martin Leischner
Netzwerksysteme und TK
Objective: Manage customers demand on services
Understand, anticipate and influence customer demand for services.
Demand Management works with Capacity Management to ensure that the
service provider has sufficient capacity to meet the required demand.
Make sure to have enough, but not too much capacity.
06.01.2019 10:48
Prozess: Demand Management
Service Management in Networks Slide 22
Hochschule
Bonn-Rhein-Sieg
Prof. Dr. Martin Leischner
Netzwerksysteme und TK
To provide business and IT departments transparent financial planning data
and costs of provided IT services, value of assets and qualification
To monitor costs of service provisioning cost and analyze the structure of
this cost as well as the profitability of services.
(Difficult in this case is the assignment of general cost to individual services)
Accurate planning and forecasting of the budget needed to cover the cost of
service.
Process is highly interconnected with entire organization
Used to answer important questions for an organization:
Which services cost us the most, and why?
What are our volumes and types of consumed services, and what is the correlating
budget requirement?
Where are our greatest service inefficiencies?
06.01.2019 10:48
Process: Financial Management for IT Services
Service Management in Networks Slide 23
Hochschule
Bonn-Rhein-Sieg
Prof. Dr. Martin Leischner
Netzwerksysteme und TK
Purpose: To maintain a positive relationship with existing customers and
potential customers. Ensures that appropriate services are developed to meet
those needs.
Sub-Processes:
Maintain Customer Relationships.
To understand the needs of existing customers and establishes relationships with
potential new customers.
Identify Service Requirements.
To understand and document the desired outcome of a service. Decide, if a new or
changed service must be created.
Sign up Customers to Standard Services.
Customer Satisfaction Survey.
To plan, carry out and evaluate regular customer satisfaction surveys.
Handle Customer Complaints.
Monitor Customer Complaints.
To monitor the processing status of outstanding customer complaints.
06.01.2019 10:48
Process: Business Relationship Management
Service Management in Networks Slide 24
Hochschule
Bonn-Rhein-Sieg
Prof. Dr. Martin Leischner
Netzwerksysteme und TK
Overview: ITIL Service Strategy
Business Relationship Management
Process Objective: To maintain a positive
relationship with customers. Business Relationship
Management identifies the needs of existing and
potential customers and ensures that appropriate
services are developed to meet those needs.
Strategy Management for IT Services
Process Objective: To manage the service portfolio.
Service Portfolio Management ensures that the
service provider has the right mix of services to
meet required business outcomes at an appropriate
level of investment.
Service Portfolio Management
Prozessziel: Verwalten des Serviceportfolios.
Service Portfolio Management stellt sicher, dass
der Service Provider die richtige Mischung an
Services bereithält, um die notwendigen
Geschäftsergebnisse mit einem angemessenen
Investitionsniveau zu erfüllen.
from: ITIL Wiki, http://wiki.en.it-processmaps.com/index.php/Main_Page
06.01.2019 10:48Service Management in Networks Slide 25
Hochschule
Bonn-Rhein-Sieg
Prof. Dr. Martin Leischner
Netzwerksysteme und TK
Overview: ITIL Service Strategy
Demand Management
Process Objective: To understand, anticipate
and influence customer demand for services.
Demand Management works with Capacity
Management to ensure that the service
provider has sufficient capacity to meet the
required demand
Financial Management für IT-Services
Process Objective: To maintain a positive
relationship with customers. Business
Relationship Management identifies the needs
of existing and potential customers and
ensures that appropriate services are
developed to meet those needs
06.01.2019 10:48
from: ITIL Wiki, http://wiki.en.it-processmaps.com/index.php/Main_Page
Service Management in Networks Slide 26
Hochschule
Bonn-Rhein-Sieg
Prof. Dr. Martin Leischner
Netzwerksysteme und TK
ITIL Service Design
1. Service Design Objectives
2. Service Design Aspects
3. Service Design Processes:
Catalogue Management
Capacity Management
IT Service Continuity Management
Information Security Management
Supplier Management
Service Level Management
Service Availability Management
06.01.2019 10:48
Service Management in Networks
!
Slide 27
Hochschule
Bonn-Rhein-Sieg
Prof. Dr. Martin Leischner
Netzwerksysteme und TK
Objectives of Service Design
Service Management in Networks
Design services to satisfy business objectives.
Design of services that are as powerful, stable, low-risk and cost-effective
as possible, so that only minimal improvements are necessary in the further
life cycle.
Identification and management of risks prior to transfer to operation.
Design of service management, i.e. design of processes for design,
transition, operation and improvement of services.
Create and maintain IT plans, processes, policies, architectures,
frameworks, and documents.
Creation of measurement methods and metrics to measure the
effectiveness and efficiency of the design processes and the results
produced.
06.01.2019 10:48
!
Slide 28
Hochschule
Bonn-Rhein-Sieg
Prof. Dr. Martin Leischner
Netzwerksysteme und TK
Value of Service Design
Service Management in Networks
Reduced Total Cost of Ownership (TCO)
Improved quality of service
„„Improved consistency of service
„Easier implementation of new or changed services
Improved alignment of services with corporate strategy and goals (IT
governance, business IT alignment)
More effective service management and IT process
„„Improved information and decision making
Measuring IT quality, reporting what is relevant to users (e.g. customer
satisfaction, business value)
06.01.2019 10:48
!
Slide 29
Hochschule
Bonn-Rhein-Sieg
Prof. Dr. Martin Leischner
Netzwerksysteme und TK
People
Success drivers of service design – The four Ps
Service Management in Networks
Processes Products/
Technology
Partners/
Suppliers
06.01.2019 10:48
!
Slide 30
Hochschule
Bonn-Rhein-Sieg
Prof. Dr. Martin Leischner
Netzwerksysteme und TK
Activities and Aspects of Service Design
Service Management in Networks
Analyzing current services and service level requirements.
Design systems and tools that support service management and services.
Designing the technology architectures. This includes deployed
technologies, management architecture and tools.
Designing the processes necessary to manage services throughout their
lifecycle.
Design of monitoring systems, methods and metrics both for the service
management processes and for the services offered.
06.01.2019 10:48
Slide 31
Hochschule
Bonn-Rhein-Sieg
Prof. Dr. Martin Leischner
Netzwerksysteme und TK
Service Design Package
Service Management in Networks
Service transition
plan (including
testing)
Organisational
Readiness
Assessment
Service level
requirements
Backup and
Recovery
Policy
Service Contacts
Service
Environments
Testrichtlinien
Service life cycle plan
06.01.2019 10:48
The Service Design Package
(SDP) contains the core
documentation of a service and
is attached to its entry in the ITIL
Service Portfolio.
https://en.wikipedia.org/wiki/Service_Design_Package_(ITIL)
Service Price
!
Slide 32
Hochschule
Bonn-Rhein-Sieg
Prof. Dr. Martin Leischner
Netzwerksysteme und TK
Service Design Processes
06.01.2019 10:48Service Management in Networks
Service
Catalogue
Supplier
Mgmt
Key Service Design Processes
OGC: ITIL Service Design, 2007
Capacity
Mgmt
Information
Security
Mgmt
IT Service
Continuity
Mgmt
Example
Availibility
Mgmt
Service
Level Mgmt
SLAService
Catalogue
Mgmt
!
Slide 33
Hochschule
Bonn-Rhein-Sieg
Prof. Dr. Martin Leischner
Netzwerksysteme und TK
Process: Service Catalogue Management
06.01.2019 10:48
Service Management in Networks
ServicesPipeline
Konzept
Konzept
Konzept
Service
ServiceService
Service
Service
Service
Service Portfolio
stillgelegte
Services
Ressourcen
Bindung Nutzung Freigabe
nach: Böttcher, Roland: IT-Service-Management mit ITIL – 2011 Edition. Heise Verlag, 3. Auflage, 2013 (ppt-Erstellung: M. Kannen)
Service Katalog
Services in Nutzung
!
Slide 34
Hochschule
Bonn-Rhein-Sieg
Prof. Dr. Martin Leischner
Netzwerksysteme und TK
Process: IT Service Continuity Management
Service Management in Networks06.01.2019 10:48
Business Continuity Strategie
Business Impact Analysis
Risk Analysis
Service-
AssetsVulnera-
bilitiesThreats
Likelihood of threads
IT Service Continuity Strategy
(list of Vital Business Functions, applied risk reduction, recovery
options; cold/warm/hot standby; detailed ITSCM Plans)
1
2
3
cp. OpenAdvice Service Management GmbH, IT Service Continuity Management
Counter-
measures
!
Slide 35
Hochschule
Bonn-Rhein-Sieg
Prof. Dr. Martin Leischner
Netzwerksysteme und TK
Process: Security Management
Service Management in Networks06.01.2019 10:48
Threat Incident Damage Control
Prevention/
reduction
according to: ITIL 2011Service Design, Figure 4.25 Security controls for threats and incidents
Evaluation/
reporting
Evaluation/
reporting
Evaluation/
reporting
Detection/
repressionCorrection/
recovery
!
Slide 36
Hochschule
Bonn-Rhein-Sieg
Prof. Dr. Martin Leischner
Netzwerksysteme und TK
Q1: Which of the following is NOT a process within the Service Design publication?
A. Service Portfolio Management
B. Service Catalogue Management
C. Service Level Management
D. Supplier Management
Q2: Which of the following statements are correct in respect of Service Design?
1. Service Design ensures not only that the functional elements of a service are addressed by the design, but also elements that facilitate management and operational performance
2. The main purpose of Service Design is the design of new or changed services
3. The goal of Service Design is to assist organizations seeking to plan the introduction of new or changed services and advise how to successfully deploy these new services into the production environment
A. 1 and 2 only
B. 1 and 3 only
C. 2 and 3 only
D. All of the above
06.01.2019 10:48
Questions ITIL foundation examination
Q3: A Service Design Package is a key concept in the design
phase of the Service Lifecycle. Which of the following would
you expect to find within a Service Design Package?
1. Organisational Readiness Assessment
2. Service contacts
3. Service functional requirements
4. Business requirements
5. Service Transition Plans
A. 1, 3 and 4 only
B. 5 and 3 only
C. 2, 4 and 5 only
D. All of the above
Q4: The implementation of ITIL Service Management is about preparing and planning the effective and efficient use of which of the following?
A. People, Processes, Performance, Products
B. People, Processes, Products, Partners
C. Policies, Purpose, Projects, Practices
D. Planning, Price, Practicality, Performance
Service Management in Networks
!
Slide 37
Hochschule
Bonn-Rhein-Sieg
Prof. Dr. Martin Leischner
Netzwerksysteme und TK
Q5: Which of the following statements most
accurately describes the overall goal of
Information Security Management?
A. To protect the interests of customers and
users by protecting systems from harm
caused by failure of availability,
confidentiality or integrity
B. To align IT security with business security
requirements and to ensure that information
security is effectively managed in all Service
Management activities
C. To produce and maintain an overall
Information Security Policy that defines the
organisation’s stance and attitude on all
security matters
D. To develop an effective Information Security
Management System that supports the
business objectives and Information Security
Policies
06.01.2019 10:48
Questions ITIL foundation examination
Service Management in Networks
!
Slide 38
Hochschule
Bonn-Rhein-Sieg
Prof. Dr. Martin Leischner
Netzwerksysteme und TK
Service Design Processes
06.01.2019 10:48Service Management in Networks
Service
Catalogue
Supplier
Mgmt
Key Service Design Processes
OGC: ITIL Service Design, 2007
Capacity
Mgmt
Information
Security
Mgmt
IT Service
Continuity
Mgmt
Example
Availibility
Mgmt
Service
Level Mgmt
SLAService
Catalogue
Mgmt
Slide 39
Hochschule
Bonn-Rhein-Sieg
Prof. Dr. Martin Leischner
Netzwerksysteme und TK
Example: ITIL Availability Management
06.01.2019 10:48
Hochschule
Bonn-Rhein-Sieg
Prof. Dr. Martin Leischner
Netzwerksysteme und TK
Availability Basics
Aspects of availability
Availability (Verfügbarkeit) is the ability of a service, component or CI to perform its
agreed function when required.
Reliability (Zuverlässigkeit) is a measure of how long a service, component or CI
can perform its agreed function without interruption.
Maintainability (Wartbarkeit) is a measure of how quickly and effectively a service,
component or CI can be restored to normal working after a failure.
Serviceability (Servicefähigkeit) is the ability of a third-party supplier to meet the
terms of its contract.
Measurement methods
manually / automatically
active / passive,
continually / event-triggered / time-triggered / by random
Focus and impact
IT service perspective
IT component perspective
06.01.2019 10:48Service Management in Networks
!
Slide 41
Hochschule
Bonn-Rhein-Sieg
Prof. Dr. Martin Leischner
Netzwerksysteme und TK
The expanded incident lifecycle
06.01.2019 10:48Service Management in Networks
from: ITIL 2011Service Design, 4.10 The expanded incident lifecycle
!
Slide 42
Hochschule
Bonn-Rhein-Sieg
Prof. Dr. Martin Leischner
Netzwerksysteme und TK
Calculating availability according to ITIL
06.01.2019 10:48Service Management in Networks
from: ITIL 2011Service Design, 4.4.4.3 Aspects of availability
!
Slide 43
Hochschule
Bonn-Rhein-Sieg
Prof. Dr. Martin Leischner
Netzwerksysteme und TK
Example: measuring availability, reliability and maintainability
A situation where a 24 × 7 service has been running for a period of 5020 hours with only
two breaks, one of six hours and one of 14 hours
Calculate the following metrics:
Availability%
MTBSI (Mean Time Between System Incidents)
MTBF (Mean Time Between Failures)
MTRS (Mean Time to Restore Service)
What is the difference between
Mean Time to Restore Service (MTRS) and
Mean Time to Repair (MTTR)
Are the following formula correct resp. reasonable ?
Availability%=MTBF
MTBF+MTRS× 𝟏𝟎𝟎 Availability%=
MTBF −𝐌𝐓𝐑𝐒
MTBF× 𝟏𝟎𝟎
Availability%= 𝟏 −MTRS
MTBF× 𝟏𝟎𝟎
06.01.2019 10:48Service Management in Networks
from: ITIL 2011Service Design, 4.4.4.3 Aspects of availability
!
Slide 44
Hochschule
Bonn-Rhein-Sieg
Prof. Dr. Martin Leischner
Netzwerksysteme und TK
Availability in complex systems
Needed for analysis: dependencies
06.01.2019 10:48Service Management in Networks
System A1
(VA1=99%)
System A2
(VA2=97%)
Service A
System A3
(VA3=95%)
and
System B1
(VB1=99%)
System B2
(VB2=97%)
Service B
System B3
(VB3=95%)
or
!
Slide 45
Hochschule
Bonn-Rhein-Sieg
Prof. Dr. Martin Leischner
Netzwerksysteme und TK
Relationship between levels of availability and overall costs
06.01.2019 10:48Service Management in Networks
from: ITIL 2011Service Design, 4.12 Relationship between levels of availability and overall costs
Slide 46
Hochschule
Bonn-Rhein-Sieg
Prof. Dr. Martin Leischner
Netzwerksysteme und TK
Availability Key Performance Indicators (KPI)
Examples:
Percentage reduction in the unavailability of services and components
Percentage reduction in the number and impact of service breaks
Improvement in the MTBF
Improvement in the MTBSI
Reduction in the MTRS
Percentage reduction in critical time failures
Percentage improvement in business and users satisfied with service (by
customer satisfaction survey results)
Percentage reduction of the cost of business overtime due to unavailable IT
Timely production of management reports
…
06.01.2019 10:48Service Management in Networks
from: ITIL 2011Service Design, 4.4.8 Critical success factors and key performance indicators
!
Slide 47
Hochschule
Bonn-Rhein-Sieg
Prof. Dr. Martin Leischner
Netzwerksysteme und TK
Sub-Process: Availability Monitoring and Reporting
Process Objective:
To provide other Service Management processes and IT Management with
information related to service and component availability.
This includes comparing achieved vs. agreed availability and the
identification of areas where availability must be improved.
Service-oriented availability monitoring and incident analysis needs deep
information on service and function dependencies
Conceptual Tool for analysis: service dependency tree
Example:
Dependency tree of the simple Web-Service "Homepage Leischner"
06.01.2019 10:48Service Management in Networks
!
Slide 48
Hochschule
Bonn-Rhein-Sieg
Prof. Dr. Martin Leischner
Netzwerksysteme und TK
User/customer domain
06.01.2019 10:48Service Management in Networks
Endbenutzer
-> Seite mit allen Inhalten korrekt dargestellt-> Alle Inhalte verfügbar
Korrekt konfiguriert mit Internetzugang
PC mit Browser
Router des Endbenutzers
Netzwerk des Endbenutzers
!
Slide 49
Hochschule
Bonn-Rhein-Sieg
Prof. Dr. Martin Leischner
Netzwerksysteme und TK
Internet service provider domain
06.01.2019 10:48Service Management in Networks
ISP
ISP
Internet
!
Slide 50
Hochschule
Bonn-Rhein-Sieg
Prof. Dr. Martin Leischner
Netzwerksysteme und TK
H-BRS domain: "real" hardware + network
06.01.2019 10:48Service Management in Networks
voll funktionsfähigesinternes Netzwerk
Virtualisierungsumgebung verfügbar
ESX nicht überlastetESX
Ports geöffnet/DNS verfügbar
Hardware + Netzwerk
Firewall
Virtuelle Umgebung des Webservers
!
Slide 51
Hochschule
Bonn-Rhein-Sieg
Prof. Dr. Martin Leischner
Netzwerksysteme und TK
H-BRS domain: virtual infrastructure
06.01.2019 10:48Service Management in Networks
HTTP
Hardware
Korrekte Funktion der virt. Hardware
System nicht überlastet
SSL
Virtuelle Umgebung des Webservers
Datenbank
Webserver
init.d/apache2
htdocs Homepage
!
Slide 52
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