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ServiceDesign
Service
ITIL
ServiceStrategy
ServiceOperation
SERVICEDESIGN
Continual ServiceImprovement
ServiceTransition
ITIL V3 Core Framework
Service Design Design of appropriate and innovative IT infrastructure services
Service Design (SD)
SD translates strategic plans and objectives and creates the design and specifications for execution through service transition and operations.
SD will appeal to those whose role is to bring together the infrastructure, applications, systems, and processes, along with partners and suppliers, to make feasible a superior service offering.
Main Target Audience:– Service Managers and providers.
Main Influencers:– IT operational staff, service owners, service providers, vendors.
SD – Key Terms
Architecture : The structure of a system or IT service, including the relationship of the components to each other and to the environment they are in.
Availability : Ability of a Configuration Item or IT service to perform its agreed function when required.
Contract : A legally binding agreement between two or more parties.
Critical Success Factor (CSF) : Something that must happen if a process, project, plan or IT service is to succeed.
Design: An activity or process that identifies requirements and then defines a solution that is able to meet these requirements.
Downtime : The time when a Configuration Item or IT service is not available during its agreed service time.
Key Performance Indicator (KPI) : A metric that is used to help manage a process, it service or activity.
SD – Key Terms
Maintainability : A measure of how quickly and effectively a Configuration Item or IT service can be restored to normal working after a failure.
Operational Level Agreement (OLA) : An agreement between an IT Service Provider and another part of the same organization.
Service design Package : Documents defining all aspects of an IT service and its requirements through each state of its lifecycle.
Underpinning Contract (UC) : A contract between an IT Service Provider and a third party. The third party provides goods or services that support delivery or an IT service to a customer.
Service Design
The Scope of SD extends to all IT Services, including interfaces and links to design activities within the context of the Service Lifecycle.
Service Design addresses five key aspects: New or changed services Service Management systems and tools Technology architecture and management systems Required processes Measurement methods and metrics
Service Portfolio & Service Catalogue
Service Portfolio– Contains information and all future requirements for every service– Supports all processes– Designed by Service Design– Owned and managed by Service Strategy
Service Catalogue– Is a subset of Service Portfolio– Is a customer-facing view of the IT Services in use.– Contains
Details of all operational services Summary of all services and customer characteristics.
Service Design Package– Defines a set of design constraints– Passes the package to Service Transition
Details and requirement of the Services.
Sourcing Approaches / Delivery Model Options
Insourcing
Outsourcing
Co-sourcing
Partnership
Multisourcing
Business Process Outsourcing
Application Service Provision
Knowledge Process Outsourcing
Main Categories of Sourcing Strategies
Insourcing: – This approach relies on utilizing internal organizational resources in the design,
develop, transition, maintain, operate, and/or support of a new, changed or revised services or data centre operations.
Outsourcing:– This approach utilizes the resources of an external organization or organizations in a
formal arrangement to provide a well-defined portion of a service’s design, development, maintenance, operations, and/or support.
Co-sourcing :– Often a combination of insourcing and outsourcing, using a number of outsourcing
organizations working together to co-source key elements within lifecycle.
Partnership or Multisourcing: – Formal arrangements between two or more organizations to work together to design,
develop, transition, maintain, operate, and/or support IT services.
Main Categories of Sourcing Strategies
Business Process Outsourcing (BPO) : The increasing trend of relocating entire business functions using formal arrangements between organizations where one organization provides and manages the other organization’s entire business processes or functions in a low cost location. Common examples are accounting, payroll and call centre operations.
Application Service provision : Involves formal arrangements with an Application Service Provider (ASP) organization that will provide shared computer based services to customer organizations over a network. Applications offered in this way are also sometimes referred to as On-demand software/applications. Through ASPs the complexities and costs of such shared software can be reduced and provided to organizations that could otherwise not justify the investment.
Knowledge Process Outsourcing : KPO is a step ahead of BPO in one respect : KPO organizations provides domain based processes and business expertise rather than just processes expertise and requires advanced analytical and specialized skills from the outsourcing organization.
Service Design - Processes
Service Catalog Management
Service Level management
Capacity Management
Availability Management
Service Continuity Management
Information Security Management
Supplier Management
Service Catalog Management
Purpose : – Single Source of Information on All Services
Goal :– Produce & Maintain Accurate Information on All
services
Objectives :– Manage Information within the Service Catalog.
Service Catalog Management
The Service Catalog represents the authoritative source of information about IT Services and ensures that the information is made available to all areas within the business.
The Service Catalog has two aspects:– The Business Service Catalog: containing details of all the IT services delivered to
the customer, together with relationships to the business units and the business process that rely upon the IT services.
– The Technical Service Catalogue : containing details of all of the IT services delivered to the customer, together with relationships to the supporting services, shared services, components and CIs necessary to support the provision of the service to the business.
Service Catalog Management
Provides accurate and consistent information enabling service-focussed working
Service Catalogue Management - Roles
The Service Catalogue Manager is responsible for ensuring :– Achievement of process goals
– All operational services recorded within the Service Catalog
– That all information within the Service Catalog is accurate and up to date
– The consistency of all information within the Service Catalog with the Service portfolio.
Service Level Management (SLM)
Purpose :– Ensure All operational Service & Performance Are Measured
Goal :– Ensure Agreed Levels of Service are Delivered.
Objectives :– Define, Document, Agree, Monitor, Measure, Report & Review the level of IT
services provided.– Provide and improve the relationship and communication with the business and
customers.
SLM provides a consistent interface to the business for all service related issues.
It provides the business with agreed service targets and required management information to ensure that those targets have been met.
SLM - Agreements
Service level Requirements (SLR): Is a set of targets and responsibilities documented and agreed witihin and SLR for each proposed new or changed service. SLRs are based on Business Objectives and are used to negotiate agreed Service Level Targets.
Service Level Agreement (SLA) : Is a written agreement between an IT service provider and the IT customer, defining the key service targets and responsibilities of both parties.
Operational Level Agreement (OLA): Is an agreement between an IT service provider and another part of the same organization that assists with the provision of services.
Underpinning Contract (UC) : Is a contract between service provider and an external supplier covering delivery of service that support the IT organization in their delivery of services.
ClientsClientsClientsClients
SLA - Service Level AgreementSLA - Service Level Agreement
Service ITService IT
SLM - Service Level ManagementSLM - Service Level Management
Service ITService IT
SLM - Service Level ManagementSLM - Service Level Management
OLA - Operational Level AgreementOLA - Operational Level Agreement UC - Underpinning ContractsUC - Underpinning Contracts
INTERNALINTERNALINTERNALINTERNAL EXTERNALEXTERNALEXTERNALEXTERNAL
SLA & OLA
Elements of a SLA
General– Introduction : Parties, Signatures, Service Description– Reporting & Reviewing : Content, Frequency– Incentives & Penalties
Support– Service Hours, Support, Change Procedures, Escalation
Delivery– Availability, Reliability, Throughput, Transaction Response Time, Batch Turn-around
Times, Contingency & Security, Charging
Elements of a SLA
Service Level Management Activities
Design SLA Frameworks
Determine SLRs- Negotiate SLA
Monitor Service Performance
Iterative Customer Satifisfaction
Manage UCs & Service Scope
Produce Service Reports
Conduct Service Reviews
Manage & Revise SLA and UCs
Manage Contacts & Relationships
Manage Complaints & Compliments
Types of SLA
Service-based SLA– All customers get same deal for same services
Customer-based SLA– Different customers get different deal (and different cost)
Multi-level SLA– These involve Corporate, Customer and Service levels and avoid repetition
Corporate Level– Generic – All Customers
Customer Level– Particular Business Unit
Service Level– Specific Service
SLA Monitoring
Nothing Should be in a SLA That Can’t be Monitored
Review Existing Monitoring Capabilities– Done in Parallel with SLA Negotiation– Must Match Customer’s Perceptions
Service Desk Included in Monitoring– Incident Response– Resolution
End-to-End Service Monitoring.
Improving Customer Satisfaction
“Soft Issues”
– Collate Expectations vs. Perceptions
– Measure Questionnaire Surveys
– Improve Service Improvement Plan (SIP)
SLM Measures
Service Level Management (SLM) is a multi-faceted process, and measurements can reflect its progress in each area.
– Quality metrics measures the performance of services under management.
– Cost Metrics measures the cost of providing service at agreed levels and of monitoring service levels.
– Business Interface metrics measure the number of services covered by SLAs, the performance of the SLM cycle of negotiating & review, and the quality of the SLAs themselves.
Capacity Management
Purpose:– Point of Focus for Capacity & Performance issues
Goal :– Ensure Cost Justified Capacity in All Areas of IT
Objective :– Meet Business Demand for IT Services.
Capacity Management
Capacity Management is responsible for ensuring that processing and storage capacity matches the evolving demands of the business in the most cost-effective manner.
The process encompasses:– understanding the current demands on IT resources and producing forecasts for
future requirements influencing the demand for resources– the monitoring of performance and throughput of IT services and the supporting
infrastructure components– undertaking tuning activities to make the efficient use of existing resources
Capacity Management is essentially a balancing act; balancing – cost against capacity – i.e. the need to ensure that processing capacity that is
purchased is not only cost justifiable in terms of business need, but also in the need to make the most efficient use of those resources
– supply against demand – i.e. making sure that the available supply of processing power matches the demands made on it by the business, now and in the future.
Capacity Management
The Capacity Management Information System (CMIS) is the cornerstone of a successful Capacity Management process.
Information contained within the CMIS is stored and analyzed by all the sub-processes of Capacity Management for the provision of technical and management reports, including the Capacity Plan.
Capacity Management - Measures
Business forecast accuracy
Technology Knowledge
Effective cost management
Planning & implementation measurements
Sizing and Modeling
Application Sizing – Application Sizing has a finite life-span. It is initiated at the Project Initiation stage for
a new application or when there is a major change of an existing application, and is completed when the application is accepted into the operational environment.
Modeling– A prime objective of Capacity Management is to predict the behavior of computer
systems under a given volume and variety of work. – Modeling is an activity that can be used to beneficial effect in any of the sub-
processes of Capacity Management.
Some modeling techniques are:– Trend analysis– Analytical modeling– Simulation modeling– Baseline models
Availability Managements
Availability Management should ensure the required level of availability is provided.
– The measurement and monitoring of IT availability is a key activity to ensure availability levels are being met consistently.
– Availability Management should continuously look for ways to optimize the availability of the IT infrastructure and supporting organization, in order to provide cost effective availability improvements that can deliver evidenced business and end user benefits.
Availability Planning
Availability Improvement
Vital Business Functions
Assessing Current Capability
Operations
Availability Management activities
Ensuring service availability meets SLAs
Determining the cause of availability failures
Reviewing business requirements for availability of business systems
Cataloging business requirements
Ensuring proper contingency plans are in place and tested
Establishing high-availability, redundant systems to support mission-critical applications
Aspects of Availability
Availability : The ability of service, component or CI to perform its agreed function when required
Reliability : A measure of how quickly and effectively a service, component or CI can perform its agreed function without interruption
Maintainability : A measure of how quickly and effectively a service, component or CI can be restored to normal working after a failure
Resilience (Redundancy) : The ability of a component or service to keep running where one or more components failed.
Serviceability : The ability of a third party supplier to meet the terms of their contract.
Availability Calculation
Availability Calculation - Example
A 24x7 Email Service requires a weekly 2 hour planned downtime period for application maintenance. Following the completion of the weekly maintenance an application software error occurs which results in 3 hours of unplanned downtime.
The weekly Availability for the IT Service in this reporting period is therefore based on the following
– The AST should recognize that the planned 2 hr weekly downtime is scheduled.
– The DT is the 3hrs of unplanned outage following the application maintenance
– The AST value is therefore 24hrs x 7days - 2 hours maintenance = 166 hrs/week
The Availability Calculation is:-
A = 166-3/166 x 100 = 98.78%
Availability = Host * Network * Server * Workstation
= 0.98 * 0.98 * 0.98 * 0.975 * 0.96
= 0.8809
Total Infrastructure Availability = 88.09%.
Availability = Host * Network * Server * Workstation
= 0.98 * 0.98 * 0.98 * 0.975 * 0.96
= 0.8809
Total Infrastructure Availability = 88.09%.
Total Infrastructure Availability
Service Continuity Management
Purpose :– Maintain the Necessary on Going Recovery Capability
Goal:– Support Overall Business Continuity Management
Objective :– Mitigate Risks & Create and Maintain Recovery Plans
Service Continuity Management
The objective of Service Continuity Planning is to restore IT services as quickly and as completely as possible after a disaster has taken place
IT Service Continuity Management ensures that the required IT technical and services facilities (including computer systems, networks, applications, telecommunications, technical support and service desk) can be recovered within required, and agreed, business schedules.
The reasons an organization should implement IT Service Continuity Management are :
– Avoid financial risks (insurance)– Increased dependence on IT services; business protection– Provides a competitive edge– Legal requirements– Customers’ demands
Service Continuity Management
Business Continuity Management (BCM) is concerned with managing risks to ensure that at all times an organization can continue operating to, at least, a predetermined minimum level.
The BCM process involves reducing the risk to an acceptable level and planning for the recovery of business processes should a risk materialize and a disruption to the business occur.
IT Service Continuity Management (ITSCM) must be a part of the overall BCM (Business Continuity Management) process and is dependent upon information derived through this process.
ITSCM is focused on the continuity of IT Services to the business.
BCM is concerned with the management of Business Continuity that incorporates all services upon which the business depends, one of which is IT.
Service Continuity Management Measures
Audits against agreed business requirements
Regular review and tests
Staff readiness
On-going communication of objectives
Information Security Management
Purpose:– Provide Focus for Aspects of IT Security
Goal :– Align IT & Business Security
Objective :– Protect the interests of those relying on information.
Information Security Management
The Information Security Management process ensures that the security policy is implemented and supports the needs of the Business Security Policy.
Information Security has three components (CIA)– Confidentiality– Integrity– Availability
Information Security Management - Measures
% Decrease in number and impact of breaches
Decrease in number of non-confirming processes
% increase in SLA conformance to policies.
Supplier Management
Purpose :– Obtain Value for Money Spent & Ensure Performance
Goal:– Manage Suppliers & Their Services
Objectives :– Manage Supplier Relationships & Optimize Supplier Performance.
Supplier Management
Supplier Management manages suppliers and the services they provide to ensure they support IT service targets and business expectations.
Supplier Management process should include implementing and enforcing the supplier policy, maintaining a Supplier and Contract Database (SCD), categorizing and evaluating suppliers and contracts.
Supplier Management - Measures
Increase in number meeting contractual targets
Increase in number of reviews
Reduction in supplier caused breaches
Increase in number of suppliers with defined managers.
SD – Skills & Attributes
Regardless of an individual’s role within IT Service Management, each person should develop his/her skills and attributes to develop general business awareness and the ability to perform his/her role in support of these objectives
Business Awareness
Understanding of IT Roles
Customer Service
Awareness of Current IT Capability
Knowledge & Information for Role
Understanding of– Practices– Policies– Procedures
SD – Roles & Responsibilities
Process Owner
Service Design Manager
IT Planner
IT Designer/Architect
Service Catalog Manager
Service Level Manager
Availability Manager
Service Continuity Manager
Capacity Manager
Security Manager
Supplier Manager
Questions
