Embed Size (px)
Citation preview
IT Service Management
Implementation
Rabah OdehSenior Security Consultant
May 1, 2023 2
Objectives
• Describe service management framework• Describe service management processes
May 1, 2023 3
Agenda
• ITIL/ITSM• IT Service Management Framework• IT Service Processes• Detailed Review of Incident and Service
Request Management Process • Implementation
May 1, 2023 4
ITIL/ITSM
• ITIL/ITSM is a framework for managing service−Service centric model of the IT processes required to
deliver quality IT services to the internal and external customers and how these processes relate to each other
• Not a formal standard with certifications− ISO/IEC 20000 is a related formal standard
• Service management implementation can be complex
• Need to understand why it is being done, what resources are required and how it should be phased
May 1, 2023 5
IT Process and Service Management Framework
May 1, 2023 6
IT Service Management Framework
• One possible view of service management• Provides a strategic framework within which
selected elements of service management are implemented and deployed1. Without such a framework, IT will struggles to determine
Current state of IT with regard to service delivery capability
2. Presents a desired future state of IT service management3. Defined steps necessary to bridge gaps and achieve the
Service Management goals of IT4. Provides a long-term goal for implementation and
enables measurements against status of implementation5. Ensures you get implementation right
May 1, 2023 7
Framework - Service Operations Processes
• Problem Management− Minimises the effect of errors in the IT environment and IT services
on the customers. It is a process focused on diagnosing and rectifying problems in the IT environment to obtain the highest possible stability in IT service delivery
• Incident and Service Request Management− Manages the day-to-day support interface between end Users and
service providers and minimises service disruption to the end User by quickly resolving Incidents that occur in the infrastructure
− Call Management and efficient first-level support are encompassed in this process.
• Operations Management− Performs and manages day-to-day processing activities required
for IT Service Delivery in accordance with agreed-upon service levels and operates the IT Production environment required to deliver services
May 1, 2023 8
Problem Management Process Relationships
May 1, 2023 9
Problem Management Overview
May 1, 2023 10
Operations Management Process Relationships
May 1, 2023 11
Operations Management Overview
May 1, 2023 12
Framework - Service Design and Management Processes
• Security Management− Manages a defined level of security on information and IT services.
• Continuity Management− Manages organisation’s ability to continue providing a pre-determined and
agreed level of IT Services to support the minimum business requirements following an interruption to the business
• Availability Management− Plans for, monitors, manages and improves service availability, at
acceptable costs, to users in order to meet the service requirements as per SLA
• Capacity Management− Ensures the provision and management of IT capacity to meet evolving
business requirements on time and at effective cost• Financial Management− Management of the monetary resources of the organisation, supporting
planning and execution of the business objectives to achieve maximum efficiency
− Responsible for accounting the service costs and return on IT Service investments, as well as recovering costs from the customers
May 1, 2023 13
Security Management Process Relationships
May 1, 2023 14
Security Management Overview
May 1, 2023 15
Continuity Management Process Relationships
May 1, 2023 16
Continuity Management Overview
May 1, 2023 17
Availability Management Process Relationships
May 1, 2023 18
Availability Management Overview
May 1, 2023 19
Capacity Management Process Relationships
May 1, 2023 20
Capacity Management Overview
May 1, 2023 21
Financial Management Process Relationships
May 1, 2023 22
Financial Management Overview
May 1, 2023 23
Framework - Service Development and Deployment Processes
• Service Build and Test−Develops, tests and documents new services and
enhancements and fixes to an existing service• Release to Production−Deploys one or more production copies of a new or
updated CI under the overall supervision of Change Management
May 1, 2023 24
Service Build and Test Process Relationships
May 1, 2023 25
Service Build and Test Overview
May 1, 2023 26
Release to Production Process Relationships
May 1, 2023 27
Release to Production Overview
May 1, 2023 28
Framework - Business and IT Alignment Processes
• Service Planning− Designs, develops and controls Service Plan required for service
development• IT Strategy and Architecture Planning− Development and maintenance of IT strategies and architecture
for the deployment and implementation of IT infrastructure solutions throughout the organisation in a cost-effective manner
• Customer Management− Establishes and maintains links between executive business
managers and the IT services organisation• IT Business Assessment− Assesses the market for IT Services, determines business needs
and recommends IT Services to full-fill specific market segment business requirements
May 1, 2023 29
Service Planning Process Relationships
May 1, 2023 30
Service Planning Overview
May 1, 2023 31
IT Strategy and Architecture Planning Process Relationships
May 1, 2023 32
IT Strategy and Architecture Planning Overview
May 1, 2023 33
Customer Management Process Relationships
May 1, 2023 34
Customer Management Overview
May 1, 2023 35
IT Business Assessment Process Relationships
May 1, 2023 36
IT Business Assessment Overview
May 1, 2023 37
Framework - Service Development and Deployment Processes
• Service Build and Test−Develops, tests and documents new services and
enhancements and fixes to an existing service• Release to Production−Deploys one or more production copies of a new or
updated CI under the overall supervision of Change Management
May 1, 2023 38
Service-Level Management Process Relationships
May 1, 2023 39
Service-Level Management Overview
May 1, 2023 40
Change Management Process Relationships
May 1, 2023 41
Change Management Overview
May 1, 2023 42
Configuration Management Process Relationships
May 1, 2023 43
Configuration Management Overview
May 1, 2023 44
Incident and Service Request Management Detailed Review
• Principles of operation• Process relationships• Process overview• Detailed processes
May 1, 2023 45
Incident and Service Request Management Principles of Operations• There is one Incident and Service Request Management process• The Incident and Service Request Management Process provides
customers with one single point of contact (SPOC)• First Level Support maintains ownership of Incidents and Service Requests
until the Customer agrees that the Incident or Service Request has been resolved
• All Incidents and Service Requests received by the Service Desk must be logged
• All Incident and Service Request progress and resolutions must be documented in the Incident and Service Request Management database
• Timely and accurate information regarding known or expected degradation of service must be made available to the Customers
• There is one defined escalation and transfer process to ensure timely resolution of escalated incidents
• There is one Incident and Service Request Management Process Quality Control process in place continually monitoring and measuring the success in achieving our quality targets, identifying potential process improvements, and committed to defining training opportunities for developing IT staff
May 1, 2023 46
Incident and Service Request Management Process Relationships
May 1, 2023 47
Incident and Service Request Management Process Overview
May 1, 2023 48
Incident and Service Request Management Detailed Process - Log Incident / Service
Request
May 1, 2023 49
Incident and Service Request Management Detailed Process - Assign Incident / Service
Request
May 1, 2023 50
Incident and Service Request Management Detailed Process - Diagnose / Resolve at
Level 1
May 1, 2023 51
Incident and Service Request Management Detailed Process - Diagnose / Resolve Using
Incident Support
May 1, 2023 52
Incident and Service Request Management Detailed Process - Manage Escalation
May 1, 2023 53
Incident and Service Request Management Detailed Process - Diagnose / Resolve Via
Escalation Team
May 1, 2023 54
Incident and Service Request Management Detailed Process -
Implement Service Request
May 1, 2023 55
Incident and Service Request Management Detailed Process -
Incident Control
May 1, 2023 56
Incident and Service Request Management Detailed Process - Close Incident / Service
Request
May 1, 2023 57
Incident and Service Request Management Detailed Process -
Report Metrics
May 1, 2023 58
Incident and Service Request Management Detailed Process - Evaluate and Improve
Process
May 1, 2023 59
Implementation
• Not a trivial task• Need to dedicate resources realistically• Identify phased implementation path• Select tools to implement• Willingness to follow processes after
implementation
