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Version 3.3
ITIL – IT Service Management
An overview program for IT Service Management
good practices
Version 3.3
ITIL Practices for Service Management
ITSM/ITIL
What is ITSM & what’s the Value?
ITSM is a set of specialized organizational capabilities for providing value to customers in the form of services.
ITSM is business-aligned and maintains a holistic Service Lifecycle approach.
Good Practice
Organizations can benchmark themselves against peers and seek
to close gaps in capabilites by adopting ‘good practices’ in wide
industry use.
There are several sources for good practices including:• Public frameworks• Standards• Proprietary knowledge of organizations and individuals.
ITIL Framewor
k
Business and IT Alignment
Source: the Art of Service
Quality
Flexibility
Cost ManagementH
ow
/ Wh
at ?
Wh
y!
effective
efficient
organization
effective
efficient
IT service provision
Version 3.3
The Service Lifecycle
ServiceTransition
ServiceDesign
ServiceOperation
ServiceStrategy
ContinualService Improvement
ITIL Model – V3
V3 Qualification Scheme Structure
ITIL v3 Foundation Certificate in IT Service Management
Capability Modules
RCVOSA PPO
Lifecycle Modules
SS SD ST SO CSI SOA
Managing Across the Lifecycle
ITIL Expert
Advanced Level
OG
C ‘s
Offi
cial
Acc
redi
tor-
The
AP
MG
Gro
up L
imite
d 20
07
V2-V3 Bridging Options
OG
C ‘s
Offi
cial
Acc
redi
tor-
The
AP
MG
Gro
up L
imite
d 20
07
ITIL v3 Foundation Certificate in IT Service Management
Capability Modules
RCVOSA PPO
Lifecycle Modules
SS SD ST SO CSI SOA
Managing Across the Lifecycle
ITIL Expert
Advanced LevelV3
ManagersBridge
ITIL v2Managers Certificate
ITIL v2PractitionerCertificate
V3 Foundation Bridge
ITIL v2 Foundation Certificate
Service Lifecycle Objective
The focus is on taking a holistic view of IT Service Management
through the use of the Service Lifecycle approach.
This end-to-end view of how IT should be integrated with business strategy is at the heart of ITIL’s five core volumes
Service Lifecycle, Processes & Functions
Service Strategy Service Design Service Transition Service Operation
Processes
Functions
Service Measurement & Reporting
ServiceTransition
ServiceDesign
ServiceOperation
ServiceStrategy
ContinualService Improvement
Service Desk Function
IT Operations Mgt Function
Supplier MgtApplication Mgt Function
Information Security MgtTechnical Mgt Function
Service Catalogue Mgt Event Mgt
Service Level Mgt Knowledge MgtRequest Fulfillment Mgt
IT Service Continuity MgtRelease & Deployment Mgt
Access Mgt
Demand Mgt Availability MgtService Asset & Configuration Mgt
Problem Mgt
Financial Mgt IT Capacity Mgt Change Mgt Incident Mgt
Continual Service Improvement
Phases
How does the Service Lifecycle work?
Service Design
Service Transition
Service Operation
Continual Service Improvement
• IT Budgets
• Patterns of Business Activity
• Service Portfolio information
• New and changed service assets
• Service Catalogue, SLAs, OLAs, UCs
• Testing and Validation Criteria
• Incidents & Problems, Events, Service Requests
• Request for Changes
• Information collected from infrastructure monitoring
• Known Errors from Development
• Testing and validation results
• Change Authorization
Service and Process Improvements
Service Strategy
Version 3.3
Essentials
ITIL Practices for Service Management
!
What are services?
Service: means of delivering value to customers, by facilitating outcomes customers want to achieve, without the ownership of
specific costs and risks.
What Are Processes?
A process is a set of coordinated activities combining andimplementing resources and capabilities in order to produce an
outcome and provide value to customers or stakeholders.
Generic Process
Trigger
Measurable
Measurable
CustomerActivitiesSpecific Result
Functions
A team or group of people and the tools they use to carry out one or more Processes or Activities.
Functions provide units of organization responsible for specific outcomes.
Process Owner vs. Service Owner
A process owner is responsible for ensuring that the process is fit for the desired purpose and is accountable for the outputs of that process.
A service owner is accountable for the delivery of a specific IT service and responsible for continual improvement and management of change affecting services under their care.
RACI Model
Service Desk
Human Resources
IT Security Manager
System Administrator
User
Log service request
RACI - - I RC
Classification of request
RACI C - I CI
Verification of access levels
RI C AC C C
Provide access rights to user(s)
RI I A R I
Example process: Managing a service request to modify user access levels
Service Provider Types
Type 1
Internal Service
Provider
Type 2 Shared Service
Unit Type 3
External Service Provider
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