Transcript Business Service Management Training

Business Service Management
Training
Welcome
Welcome to Business Service Management training:
• The intended audience is all of ITS.
• Total time to complete this is course is
approximately one hour.
• To complete this training you must pass a nine
question knowledge assessment at the end.
Navigating
the Course
Course Overview
As you complete each section of the course, you will be
shown a series of “Review Questions" to help you
verify your comprehension of the information.
Layout
The Business Service Management (BSM) training
consists of five modules:
• Business Service Management (BSM) Architect
• Service Support
• Service Delivery
• Application Management
• Security Management
Each module will describe a component of the BSM
discipline and their benefits.
BUSINESS SERVICE MANAGEMENT
(BSM)
Objective
After you complete the Business Service Management
(BSM) module you will be able to:
• Describe Business Service Management
• Understand the four components of Business Service
Management
What is Business Service Management (BSM)?
Business Service Management (BSM) is the most effective
approach to managing IT. BSM is a strategic approach to
achieving IT and Business Alignment. BSM manages and prepare
us for on-going change. With BSM we can reduce cost, lower
the risk of high-impact disruptions, and have the ability to
control and maintain change. BSM consists of continuous
measurement and assessment of impact. This validates and
establishes new goals, services, and opportunities.
The ITS Team
I help each
project rollout as
smooth as it.
I’m the first person
who get the call
when anything
happens to the
servers.
People depend
on me getting
them the right
solution right
away.
The ITS Team
We test the application
prior to the rollout, but
sometimes the
unpredictable does
happen.
When we rollout a
new software
application, we want
to make sure there is
very little disruption
to CaridianBCT user.
Calls always seem to
peak when we have a
new application rollout,
but I’m always happy to
help the customer when
they call.
Four Components of BSM
Business Service Management is a discipline for delivering and supporting IT
services that are meeting business requirements.
There are four components of Business Service Management:
1. Service Delivery – is the processes to assist in defining how to measure
service results with meaningful metrics and using the metrics to drive
continuous service improvement.
2. Service Support – focuses on ensuring that the customer has access to
appropriate services to support business functions.
3. Security Management – is the process and management of a defined level of
security, including the reaction to security incidents. This also includes the
assessment of risk and vulnerabilities and implementation of cost effective
countermeasures.
4. Application Management – manages an application through all lifecycle
stages up to retirement. This will ensure the IT projects and strategies are
aligned with the business.
Business Service Management
Service
Delivery
Security
Management
• Identity Management
• Auditing/Risk Management
Service
Support
• Service Level Management
• Incident Management
• Financial Management
• Problem Management
• Capacity Management
• Change Management
• IT Service Continuity Management
• Release Management
• Availability Management
• Configuration Management
Application
Management
• Production Scheduling
REVIEW QUESTIONS
Review Question
List the three benefits of BSM
1.
2.
3.
4.
5.
6.
Reduce cost (*)
Understand impact
Lower the risk of high-impact disruptions (*)
Marketing success
Have the ability to control and maintain change (*)
Improve communication
Review Question
What are the four Components of BSM?
1.
2.
3.
4.
5.
6.
Service Delivery (*)
Service Support (*)
Change Management
Security Management (*)
Software Configuration
Application Management (*)
Review Question
(True/False) Business Service Management (BSM) is
the most effective approach for managing IT from
the perspective of the business. (T)
SERVICE DELIVERY
Objective
After you complete the Service Delivery module you
will be able to:
• Describe Service Delivery
• List the Service Delivery best practice processes
• Describe the benefit of each best practice processes
The Benefit of Service Delivery
Service Delivery is primarily concerned with
proactive services that CaridianBCT requires in
order to provide adequate support to the
customer.
“I help restore critical
services faster, and
reduce the overall
number of disruptions
to critical business
services.”
“I align service
support and costs
with business needs,
that increases the
value we bring to the
business.”
Service Delivery
Service Delivery defines the business of IT. Through
Service Delivery processes, we can:
• Clearly define the content of services
• Clearly define the roles and responsibilities of
customers, users, and Service Providers
• Set expectations of service quality, availability, and
timeliness
Services Delivery consists of five best practice processes:
1.
Financial/Asset Management
2.
Availability Management
3.
Capacity Management
4.
IT Continuity Management
5.
Service Level Management
Service
Delivery
Description of Each Component
FINANCIAL/ASSET MANAGEMENT: Financial/Asset management is the sound stewardship of the
monetary resources of the organization. It supports the organization in planning and executing its
business objectives and requires consistent application throughout the organization to achieve
maximum efficiency and minimum conflict.
AVAILABILITY MANAGEMENT: Is concerned with the design, implementation, measurement and
management of IT infrastructure availability to ensure the stated business requirements for
availability are consistently met.
CAPACITY MANAGEMENT: Is responsible for ensuring that the capacity of the IT infrastructure
matches the evolving demands of the business in the most cost-effective and timely manner.
IT CONTINUITY MANAGEMENT: Supporting the overall business continuity management process by
ensuring 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 timescales.
SERVICE LEVEL MANAGEMENT: A written agreement between an IT service provider and the IT
customer(s) defining the key service targets and responsibilities of both parties.
IT Financial/Asset Management
IT Financial/Asset Management is the discipline that manages
cost, contracts, and usage of IT assets throughout their
lifecycle. It also maintains a balance between business service
requirements, total cost, budget predictability, and regulatory
compliance.
IT Financial/Asset Management
manages:
–
–
–
–
–
–
Inventory
Software licenses
Vendors and procurement
Leases and warranties
Cost accounting
Retirement and disposal
Availability
Needs
Balance
Planning
Cost
IT Financial/Asset Management
Benefits:
– Increases confidence in setting and managing budgets
– Ensures accurate total asset cost information as an input to
support IT investment decisions
– Provides accurate cost information for determining cost of
ownership for ongoing services
– Enables more efficient use of IT resources throughout the
organization
Availability Management
Availability Management is concerned with the design, implementation,
measurement, and management of IT infrastructure availability to ensure
that stated business requirements for availability are consistently met.
Availability Management helps address the problems and challenges of the
infrastructure in the Engineering and Operation organizations.
Availability Management
Benefits
– Provides a single point of accountability for availability management
processes
– Integrates with the CMDB to ensure all possible data is available to the
service
– Provides ability to feed into service level management applications for
reporting and negotiating
– Provides ability to feed into financial management applications to aid
improved budgeting and expenditure controls
– Offers a view of the business processes or services that may be
affected
Capacity Management
Capacity Management is the process to provide the right capacity
of IT resources, be cost-effective, and be suited to current and
future customer requirements.
Business
Requirements
Required
Service
Delivery
Operation
Current
Service
Delivery
It
Infrastructure
Means of
Service
Deliver
No
Surprises
Capacity Management
Benefits
–
–
–
–
–
Monitors the key infrastructure Configuration Item (Cis) (put in definition)
Integrates with the CMDB to improve the analysis function
Provides tuning capability that ensures that CIs are functioning optimally
Integrates with change management to ensure stability of service
Facilitates the implementation of new tools, data, software, and applications
Software integrated release management offering
– Integrates with service level management applications to ensure capacity
meets the business requirements and demands
– Provides visibility into the capacity requirements with a business perspective,
using service impact modeling
Continuity Management
Continuity Management is the discipline that supports the overall
business continuity management process by ensuring 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 timescales.
Continuity Management
Benefits
– Ensures adherence to regulatory requirements for business continuity
– Facilitates business relationships, especially with service impact
modeling capabilities
– Drives competitive advantage through a stable IT infrastructure
– Reduces the risk of loss of service and provides flexibility in recovery
options
– Restores services, based on the criticality of that service to the
business as reflected in service impact modeling
Service Level Management
Service Level Management (SLM) manages the entire range of
service level agreement (SLA). SLAs are agreements between
the customer and the Service Desk on the level of service
provision delivered to the customer.
SLM keep IT service delivery and support closely aligned with
business requirements and continually improve service
quality.
Service Level Management
Negotiate and
define
• Define terms and
conditions
• Outline compliance
targets and goals
• Specify actions and
milestones
Setup, test, and go live
Problems
Response
Time
Incidents
Ensure commitments
are met
• Monitor continuously
and over review
periods
• Drive service
improvements
Service Level
Agreement
Management
Business
Services
Availability
Comprehensive SLA lifecycle management
Resolution
Time
• Plan and draft SLAs,
CLAs, and Ucs
• Test and monitor
initial results
• Finalize agreement
between IT and the
business
Changes
Configuration
Items
Oversee continued
SLA effectiveness
• Monitor SLA
delivery
• Evaluate results
• Audit
performance
Service Level Management
Benefits
– Prioritizes incident, problem, and change management
activities to meet various SLAs
– Uses SLAs as a basis for charging for service and to help
demonstrate customer value
– Provides visibility into the process, enabling management
to identify and monitor key metrics to drive operational
improvement
REVIEW QUESTIONS
Review Question
(True/False) Services Delivery is the processes to assist in defining how to
measure service results with meaningful metrics and using the metrics to
drive continuous service improvement. (T)
Review Question
In Capacity Management; Business requirements + Operation + IT
Infrastructure = _______________
1.
Restores services
2.
Improves customer satisfaction
3.
No surprises (*)
Review Question
ITAM maintains an optimal balance between:
1.
Regulatory compliance (*)
2.
Total cost (*)
3.
Budget predictability (*)
4.
Business service requirements (*)
5.
None of the above
Objective
After you complete the Service Support module you
will be able to:
• Describe Service Support
• List the best practice processes of Service Support
• Describe the benefit of each best practice processes
The ITS Team
The Service Support discipline is focused on the customer. The primarily concern is to ensure they
have access to the appropriate services to support business functions.
The service desk is the single contact point for the customers to record problems. We must resolve
the issues or an incident could occur.
“Customers call me when they
are; asking for changes, needing
updates, or have problems
getting into their system.”
The ITS Team
“Incidents initiate a chain of processes where Incident
Management, Problem Management, Change
Management, Release Management and
Configuration Management work together to resolve
the problem.”
“This chain of processes is tracked using the
Configuration Management Database (CMDB), which
records each process, and creates output documents
for traceability (Quality Management). It’s very
important to do this so we can always record the
history of all incidents and their solutions.”
Service Support
Service Support focuses on ensuring that the customer
has access to appropriate services to support business
functions.
Service Support consists of five best practice processes:
1. Change Management
2. Incident Management
3. Release Management
4. Problem Management
5. Configuration Management
Service
Delivery
Description of Each Component
PROBLEM MANAGEMENT: Ensures incidents are resolved in a timely, cost effective manner. It
minimizes the adverse effect on the business of Incidents and problems caused by errors in the
infrastructure and to proactively prevent the occurrence.
INCIDENT MANAGEMENT: Restores normal service operation as quickly as possible with minimum
disruption to the business, ensuring that the best achievable levels of availability and service are
maintained.
CHANGE MANAGEMENT: Ensures standardized methods and process are used for efficient and
prompt handling of changes to minimize impact to the customer.
RELEASE MANAGEMENT: Takes a holistic view of a change to a service and ensures all aspects of
the release (technical and non technical) are considered together.
CONFIGURATION MANAGEMENT: Provides a logical model of the IT infrastructure by identifying,
controlling, maintaining and verifying the versions of all configuration items in existence. This
accounts for assets in the physical inventory, and feeds the change and release management
process.
Change Management
The objective of Change Management is to ensure that standardized
methods and procedures are used for efficient and prompt handling of all
changes to controlled IT infrastructure.
Change Management also helps minimize the number and impact of any
related incidents upon service.
Changes in the infrastructure may arise:
– reactively in response to problems or externally imposed requirements, e.g.
legislative changes
– proactively from seeking imposed efficiency and effectiveness; or to enable
business initiatives; or from programs, projects, or service improvement initiatives.
Change Management can ensure:
– standardized methods, processes, and procedures are used for all changes
– facilitate efficient and prompt handling of all changes
– maintain the proper balance between the need for change and the potential
detrimental impact of changes.
Change Management
Request
•Service Catalog
•Event Funnel Filtering Classification
•Assignment Notifications
Plan
Verify
•Verify Stats
•Verify Configurations
•Track Drift
•Third Party Solutions
Implement
•Provision User
•Provisions Resources
•Deploy SW
•Deploy Code
•Deploy Patch
•Third Party Solutions
•Create Tasks
•Ordering
•Resource Management
•Implementation
•Preparation
•Analysis
•Testing
•Risk Analysis
•Approvals
•Activate Policy
Change Management
Benefits
– Increases visibility and communication of changes
to both business and service support staff
– Reduces impact of change (i.e., loss of service)
from improved impact assessment and risk
assessment
– Improves ability to assess the cost of proposed
changes before they are incurred
Release Management
The objective of Release Management is to oversee
the controlled distribution of software and hardware
components into the production environment.
Release Management provides a structured approach
to the management of releases into the IT
infrastructure, from initial policy and planning,
through design building and testing, to distribution
and installation.
Release Management
Release
Policy
Release
Planning
Request
for
Change
SW/HW
Design
Build &
Configure
Release
Quality
Release
Release
Accepted
Rollout
Plan
Commun
icate/
Training
Impleme
nt
Release
Verify
Impleme
ntation
Change and Configuration
Management
CMDB / DHL / DSL
Release Management
Benefits
– Improves automation of software and data releases,
improving success rate and reducing downtime
– Adheres to predetermined rules to ensure conformance to
processes
– Provides effective, cost-reducing method of releasing
changes
– Improves speed and accuracy of releasing changes
Incident and Problem Management
Incident Management Process:
The purpose of the Incident Management Process is the reporting of an event to
ensure the restoration of normal service operation as quickly as possible and
minimize the adverse impact on business operations, thus ensuring that the
best possible levels of service quality and availability are maintained.
Problem Management Process:
The purpose of the Problem Management Process is the identification and
categorization of an incident or number of incidents as a problem and to
provide a best permanent solution, documented in the knowledge
management system, to be implemented by the Change Management process,
and acknowledged by Incident Management. The goal of the Problem
Management Process is to provide the best possible solutions for existing or
potential problems.
Incident and Problem Management
INCIDENT
Incident Management
P
r
o
b
l
e
m
Problem
Control
K
n
o
w
n
e
r
r
o
r
C
h
a
n
g
e
Error
Control
Change
Control
Incident and Problem Management
Benefits
–
–
–
–
–
–
–
–
–
–
–
–
–
Increases effectiveness and efficiency of the IT staff managing the incident management process,
resulting in minimized
impact of incidents and improved service levels
Improves incident resolution performance against SLAs
Enables proactive communications and improved working relationships with customers
Integrates and automates best practice processes to improve IT resource utilization and customer
satisfaction
Increases IT infrastructure availability and ensures a single source of the truth for all CI-related
activities via the CMDB
Systematically identifies and resolves IT infrastructure problems
Reduces number of support incidents, improving service levels and the return on IT infrastructure
investments
Reduces business impact of failing IT services and components
Improves resolution of multi-incident problems
Proactively reduces number of support incidents
Improves productivity and reduced costs
Ensures a single source of the truth for all CI-related activities from the CMDB
Configuration Management
Configuration Management is the implementation of the Configuration
Management Database (CMDB) – contains details of the organization’s
elements that are used in the provision and management of its IT services.
This is more than just an ‘asset register’. It contains information that relates to
the maintenance, movement, and problems experienced with the
Configuration Items (Cis).
Configuration Management essentially consists of 4 tasks:
1. Identification of all IT components and their inclusion in the CMDB.
2. Controlling the management of each CIs, i.e. specifying who is authorized to
‘change’ it.
3. Recording the status of all CIs in the CMDB, and the maintenance of this
information.
4. Review and audit to ensure the information contained in the CMDB is accurate
Configuration Management
INCIDENT
TEST
IMPLEMENT
RELEASE
PROBLEM
CONFIGURATION
MANAGEMENT
KNOWN ERROR
AUTHORIZATION
REQUEST FOR CHANGE
Configuration Management
Benefits
–
–
–
–
–
Supports both the service support and service delivery processes
Improves security and adherence to legal obligations
Facilitates impact and risk analysis for changes and problems
Improves capability for availability and capacity-planning processes
Provides a 360-degree view of the condition of CIs and its
dependencies and influencers
REVIEW QUESTIONS
Review Question
(True/False) Services Support focuses on ensuring that the customer has
access to appropriate services to support business functions. (T)
Review Question
The objective of Change Management is to ensure that
standardized__________ and ___________ are used for efficient and
prompt handling of all changes to controlled IT infrastructure.
1. assets
2. Methods (*)
3. documents
4. Procedures (*)
Review Question
Configuration Item (CIs) is a collection of ________ related to the specific
functionality of a larger system.
1. problems
2. Proactive notifications (*)
3. objects
4. Improved services
SECURITY MANAGEMENT
Objective
After you complete the Security Management module
you will be able to:
• Describe Security Management
• List the best practice processes of Security
Management
• Describe the benefit of each best practice processes
Overall benefits
Security Management is information security. The primary goal of information
security is to guarantee safety of information. Safety is to be protected
against risks. Security is the means to be safe against risks. Protecting
information is the value of the information needing to be protected. These
values are stipulated by the confidentiality, integrity, and availability. Inferred
aspects are privacy, anonymity, and verifiability.
“Security Management reduces
the cost of achieving and
demonstrating compliance.
Identity Audit and Compliance
automatically monitors, logs, and
reports access events. This
detailed audit trail validates our
compliance to ISO and other
organizations.”
Overall benefits
Self Service Account Management (SSAM) simplifies password
management. It enable password synchronization so the user doesn’t have a
lot of passwords they need to remember.
“I help the customer if they
need to re-set their
password, but with SSAM, I
shouldn’t have to.”
Security Management
Security Management is the process and management
of a defined level of security, including the reaction to
security incidents. This also includes the assessment of
risk and vulnerabilities and implementation of cost
effective countermeasures.
Security Management consists of two best practice
processes:
1.
Identity Management
2.
Auditing and Risk Assessment
Security
Management
Description of Each Component
IDENTITY MANAGEMENT: Identity management streamlines and simplifies the process of managing
user identities across a variety of applications in order to provide provisioning and secure access,
ensure ongoing compliance and enable federation for sharing beyond boundaries.
AUDITING AND RISK ASSESSMENT: Auditing and Risk assessment of an IT Environment underlines
security vulnerabilities at your organization that are visible from the outside. This targeted
approach gives you the information you need to fix your most critical security gaps, by identifying
and prioritizing areas of risk. This assessment measures risk from the network perspective, with a
focus on infrastructure vulnerabilities in routers, firewalls, DNS, Internet servers, and all other
network-visible hosts.
Identity Management (IDM)
IDM helps streamline and simplify the process of:
–
–
–
–
–
Managing user identities across a variety of applications
Provides provisioning and secure access
Ensures ongoing compliance
Enables federation for sharing beyond boundaries
Reduces risks and provides centralized control for secure operations
IDM helps:
– Prevent unauthorized people from gaining access
– Permit authorized people to access only the assets they are authorized to use
– Permit access only at the user’s authorized access privilege levels
Identity Management (IDM)
Identity
Discovery
Access
Management
User
Administration
and
Provisioning
Discover Peopleto-Business
Dependencies
Provides
Transparent
Access
Automates
Identify Lifecycle
 Simplified
sign-on
 Automated
provision
 Identify
federation
 Automated
administration
 Rapid Web
security
 Directory
visualization
 Population of
the CMDB
 Service model
enrichment
 Improved
service
availability
Password
Management
Audit and
Compliance
Management
Synchronizes
Password
Changes
Prevents,
Detects, and
Investigates
 Service desk
integration
 Account reset
Business Process Workflow
 Self-service
 Automated
recertification
 Audit and
policy reporting
modules
 Policy-based
segregation of
duties
Identity Management
Benefits
– Feathers that save on manpower hours:
• Self service password reset
• Automated account provisioning
• Audit preparation
–
–
–
–
–
Reduction in system administration time for account corrections
Reduction in application developers time for account provisioning
Remote sites can independently provision accounts
Compliance via segregation of duties
Centralized application account management
Auditing and Risk Assessment
Auditing and Risk Assessment is the
process of:
Risk
– Determine if the critical assets are at risk
Auditing and Risk Assessment helps:
– Determine if a disaster could occur
– Determine where the organization is
vulnerable
– Compliance and risk management are enabled
through better control of who has access to
data and information; more effective
application of document retention policy; and
clear audit trails to hold professionals
accountable for their situational judgment
X
Asset
Vulnerability
Threat
Auditing and Risk Assessment
Benefits
• Provides a written inventory of current server and network vulnerabilities
prioritized by risk to your organization.
• Validates the effectiveness of existing network security infrastructure.
• Enumerates recommendations for mitigating risks, including cost, and effort
estimates.
• Raises awareness to support security training, hardware, or software expenditure.
• Identifies business strengths and opportunities for improvement of efficiency and
effectiveness.
• Identifies deviations from standards and compliance.
• Evaluates compliance with laws, regulations, policies, and procedures
REVIEW QUESTIONS
Review Question
(True/False) Security Management focuses on ensuring that the customer
has access to appropriate services to support business functions. (F)
Review Question
List the two best practice processes of Security Management:
1.
Financial Management
2.
Identity Management (*)
3.
IT Continuity Management
4.
Auditing and Risk Assessment (*)
Review Question
IT Asset Management (ITAM) is the discipline that:
1.
2.
3.
Improves forecasting, resource planning, resource utilization
Increases awareness and service monitoring
Manages finances, contracts and usage of IT assets throughout their lifecycles (*)
4.
Eliminates redundant work and ensure consistent reporting
APPLICATION MANAGEMENT
Objective
After you complete the Application Management
module you will be able to:
• Describe Application Management
• List the best practice processes of Application Management
• Describe the benefit Application Management
The ITS Team
I help each
project rollout as
smooth as it.
I’m the first person
who get the call
when anything
happens to the
servers.
People depend
on me getting
them the right
solution right
away.
Application Management
Application Management manages an application
through all stages of the application lifecycle up
to retirement; ensuring IT projects and strategies
are aligned with the business.
Application Management consists of:
•
Business Process Integration
Application
Management
Description of Business Process
Business Process Integration: Achieving batch management from a business
perspective begins with identifying your most critical business services, their
related critical batch processes, and the batch jobs that facilitate them.
When critical business processes are at risk, a quick response can be the
difference between getting back to business and going out of business. It is
important to monitor and forecast potential delays and errors in the batch
business process and ensure corrective actions will take place before the
business service is affected.
Business Process Integration
Business Process Integration allows for business
applications to run according to business
requirements rather than IT silos.
– It allows the integration of batch jobs with real-time processes
– It allows for assigning service levels to processes that span both
batch and real-time, across the technology stack.
– Provide a single view of the business process across the technology
stack
Business Process Integration
Benefits
– Manages risks in terms of adherence to legal requirements
for software purchase, deployment and usage
– Prevents or greatly reduces the possibility of relying on
unsupported software
– Prevents software over-deployment
– Improves software purchasing agreements
– Reduces software problem resolutions times and costs
– Improves decision-making for changes and releases
REVIEW QUESTIONS
Review Question
(True/False) Application Management manages an application through all
stages of the application lifecycle up to retirement. Ensuring that IT
projects and strategies are aligned with the business. (T)
Review Question
Business Process Integration allows for business applications to ____
according to business requirements rather than IT silos.
1.
2.
3.
4.
Batch jobs
Risk
Monitor
Run (*)
Summary
You have completed the Business Systems Management Training.
You should now be able to:
• Describe Business Service Management
• Understand the four components of Business Service
Management
• Understand the benefits of each component
• Describe the best practice processes of each component
Conclusion
• If you have any questions regarding information
contained in this course, please contact ITS Training
Coordinator.
• For more information on the ITS department go to
WorkNet under ITS Support.
Assessment
To complete the knowledge assessment exercise:
1. Close the window
2. Click the Return to Content Structure button
3. Click the Complete Knowledge Assessment link
THIS CONCLUDES THE BUSINESS
SERVICE MANAGEMENT TRAINING