Koncepter og definitioner 1/2 Utility og Warranty Service Portfolio Service Catalogue Business Case...

Koncepter og definitioner 1/2• Utility og Warranty• Service Portfolio• Service Catalogue• Business Case• Risk• Service Model• Service Provider• Supplier• Service Level Agreement • Operational Level Agreement• Contract• Service Design Package• Availability

• Service Knowledge Management System (SKMS)

• Configuration Item (CI)

• Configuration Management System

• Definitive Media Library (DML)

• Change og RFC

• Change types (Normal, Standard og Emergency)

• Release Unit

• Seven R’s of Change Management

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Koncepter og definitioner 2/2

• Event (Hændelse … styring af infrastrukturen)

• Alert

• Incident

• Impact, Urgency and Priority

• Service Request

• Problem

• Workaround

• Known Error

• Known Error Data Base (KEDB)

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Key Principles and Models (1/2)

Service Strategy• Service Assets

er basis for Value Creation

• Value Creation through Services

Service Design• People, Processes, Products og

Partners• 5 Service Design hoved aspekter:

– Identification of Business Requirements, definition of Service requirements and design of Services

– Service Portfolio Design– Technology and architectural design– Process design– Measurement design

• Sourcing approaches (7): – Insourcing– Outsourcing– Co-sourcing– Partnership or multi-sourcing– Business Process Outsourcing– Application Service Provision– Knowledge Process Outsourcing11-04-23 3www.zobbe.org

Key Principles and Models (2/2)Service Transition

• V modelService Operation• IT Services versus

Technology components• Stability versus

Responsiveness• Quality of Service

versus Cost of Service• Reactive versus

Proactive

Continual Service Improvement

• Plan, Do, Check and Act (PDCA) Model

• Continual Service Improvement Model

• Role of measurement for Continual Service Improvement:– Baselines– Business value (validate, direct,

justify, intrevene)– Types of metrics (technology

metrics, process metrics, service metrics)

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Service strategy process

• Definere markedet (Define the market)

• Udvikle servicetilbud (Develop the offerings)

• Udvikle (Develop) strategic assets

• Forberede eksekvering (Prepare for execution)

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Demand Management

Grundlæggende begreber:• Patterns of business activity (PBA)

• User profile

Udfordringer

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Financial Management• Objectives: Operational visibility, insight

and superior decision making• Grundlæggende begreber:

– Service Valuation– Demand modelling– Service Portfolio Management– Service provisioning optimization– Planning confidence– Service investment analysis– Accounting– Compliance– Variable Cost Dynamics

• Roles11-04-23 7www.zobbe.org

Service Level Management

(Service design)• Explain the high level objectives,

scope, Grundlæggende begreber, • process activities,• key metrics (KPI’s), roles and

challenges

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Service Catalogue Management

• objectives, Grundlæggende begreber and roles

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Availability Management

• objectives, Grundlæggende begreber and roles

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Information Security Management

• objectives, Grundlæggende begreber and roles

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Supplier Management

• objectives, Grundlæggende begreber and roles

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Capacity Management

• objectives, Grundlæggende begreber and roles

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IT Service Continuity Management

• objectives, Grundlæggende begreber and roles

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Change Management(Service Transition)

• Def.: “Service change”: The addition, modification or removal of authorised, planned or supported service or service components and its associated documentation .

• Goal: Respond to the customers changing business requirements whilst maximising value and reducing incidents, disruption and re-work

• Change types: Standard, Normal, Emergency

• Activities: Record, Review, Assess, Authorize, Plan updates, Co-ordinate impl., Review

• CAB11-04-23 15www.zobbe.org

Service Asset and Configuration Management

• Objectives• Configuration

management system (CMS)

• CMDB– CI

• DML• Definitive spares• Configuration baseline• Snapshot

Roles:• Service asset manager• Configuration manager• Configuration analyst• Configuration

administrator / librarian

• CMS/Tools administrator

• Configuration Control Board

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Release and Deployment Management

• objectives• Release unit• Options:

– ‘Big bang’ – phased– Push – Pull– Automation – Manual

• Roles:– Release and deployment manger– Release packaging and build manger– (Deployment staff)

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Incident Management (1/2)

(Service operation)Mål:At genetablere normalt serivce niveau så hurtigt som

muligtScope: Alle IncidentsGrundlæggende begreber: • Rapporteret af: Brugere via SD, Event mgt. og IT

Teknikere.• Tids frister• Incident models• Major incidents

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Incident Management (2/2)

• Process: I. Identification, I logging, I categorization, I prioritation, Initial diagnosis, I escalation, Investigation and diagnosis, Resolution and Recovery, I closure

• Målinger

• Roller: Incident manger, First line (SD), Second- Third line.

• Udfordringer

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Event Management

Mål: Detekter events, fortolk dem og foretage den rigtige handling

Event types:

• Information (normal drift)

• Warning (Unusual but not exception)

• Exception

Request Fulfilment

Objectives: … users to request and receive standard services …

Grundlæggende begreber: Ejerskab: SD, Request models

Roles: SD staff, ….

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Problem Management

Mål: Prevent problems and resulting incidents from happening, to eliminate recurring incidents and to minimize the impact og incidents that cannot be prvented.

Grundlæggende begreber: Known error record (KEDB), (Problem models)

Roles: Problem manager (+ Problem solving groups)

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Access ManagementObjectives: AM provides the right for users to

be able to use a service or group of services.

Grundlæggende begreber:• Access• Identity• Rights• Services or service groups• Directory serviceRoles: SD, Technical and Application

management, IT Operations management11-04-23 23www.zobbe.org

The 7 step improvement process (CSI)

objectives, Grundlæggende begreber, Process activities:

(0: Identify: Vision, Strategy, Technical and op Goals)1: Define What You Should Measure

2: Define What You Can Measure

3: Gather the data

4: Process the Data

5: Analyse the Data

6: Present and Use the Information

7: Implement Corrective Action

Roles: Service manager, CSI manager, (Service owner, Process owner)

Metrics: Andre processer bidrager! (SLM, Avail., Cap., Incident, Security, Financial – Problem – Change + SLM)

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Funktioner

• Service Desk• Technical Management• Application Management• IT Operations Management (IT

Operations Control og Facilities Management)

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Roller

• Process ejer• Service ejer

• RACI

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Teknologi and Arkitektur

Design: HW, SW, Env., Process og DataTransition:• Knowledge management tools• Collaboration (incl. Workflow management)• Configuration management system (incl. CMDB)Operation: Self-Help, Workflow (Process), Integrated

CMS, Discovery/deployment/licensing, Remote control, Diagnostic utilities, Reporting, Dashboards, (Integration with Business Service Management)

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Eksamen (1/2)• På Dansk• Husk billedlegitimation• 1 time • 40 spørgsmål med fire svarmuligheder – 26 rigtige

til at bestå (det trækker IKKE ned at svare forkert -> svar på ALLE)

• Læs spørgsmålet – understreg• Vend tilbage til spørgsmål du var i tvivl om (og

kun dem)• Husk forretningsfokus og Cost/Benefit11-04-23 28www.zobbe.org

Eksamen (2/2)

• Tid markeres 15, 5 minutter før slut

• Det er ikke tilladt at gå de sidste 15 min

• Uden hjælpemidler

• Lokalet må ikke forlades

• Husk helt at slukke mobilen

• Medbring kuglepen/drikke/spise

• Marker svaret tydeligt (streg evt. ud)11-04-23 29www.zobbe.org