Transcript IT Service Management and ITIL Framework - uni

Prof. dr Dragana Bečejski-Vujaklija
[email protected]
IT Service Management
and ITIL Framework
Agenda
•
Day 3
– Service Operation
– Continual Service Improvement
– Case Studies
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Service Operation
ITIL v3
Service
Service
Design
Design
Service
Service
Strategies
Service
Operation
ITIL
Service
Transition
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Service Operation
• Service Operation
introduces, explains
and details delivery
and control activities to
achieve operational
excellence on a day-today basis
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Service Operation –
Having Responsive, stable services
• Robust end-to-end operations
practices
• Redesign incident and problem
processes
• New functions and processes
Responsible:
IT Managers
Consultants
Practitioners
Outsourcers
Vendors
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• Event, technology and request
management
• Supporting strategy, design,
transition and improvement
• SOA, virtualization, adaptive, agile
service operation models
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Service Operation
• By focusing on delivery and control process
activities steady state of managing services can
be achieved on a day-to-day basis.
• Concepts and guidance in the Service Operation
publication include:
–
–
–
–
–
–
Application Management
Change Management
Operations Management
Control processes and functions
Scaleable practices
Measurement and control
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Service Operation Functions
 Service Desk
 Technical Management function
 IT Operations Management function
 IT Application Management function
 Facilities Management function
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Service Desk Functions
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Types of Service Desks
Distributed (local)
Service Desk
Centrlized
Service Desk
Virtual
Service Desk
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Continual Service
Improvement
Service
Service
Design
Design
Service Operation
Service
Service
Strategies
Service
Operation
ITIL
Service
Transition
•
“IT Factory” – focused on day-to-day activities and
infrastructure which are included in service delivery

Service Operation Processes:
1.
Event Management Process
2.
Incident Management Process
3.
Request Fulfillment Process
4.
Problem Management Process
5.
Access Management Process
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Service Operation processes
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Continual Service
Improvement
ITIL v3
Continual Service
Improvement
Service
Service
Design
Design
Service
Service
Strategies
Service
Operation
ITIL
Service
Transition
Source: ITIL Refresh Project
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Continual Service Improvement
• Alongside the delivery of
consistent, repeatable process
activities as part of service
quality, ITIL has always
emphasized the importance of
continual improvements.
• Focusing on the process
elements involved in identifying
and introducing service
management improvements,
this volume also deals with
issues surrounding service
retirement.
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Continual Service Improvement –
Measures & improvements that work
• The business case for ROI
• Overall health of ITSM
• Portfolio alignment in real-time with
business needs
Responsible:
IT Managers
Consultants
Practitioners
Outsourcers
Vendors
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• Growth and maturity of Service
Management practice
• How to measure, interpret and
execute results
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Continual Service Improvement Model
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Continual Service Improvement
• Concepts and guidance in this volume
include:
– Business and technology drivers for
improvement
– Justification
– Business, financial and organizational
improvements
– Methods, practices and tools
– Companion best practices
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Continuous
Improvement
Continual
Service
Improvement
Pilot
Design
Plan
Do
Act
Check
Results
Rollout
u
Quality Ass
Source: Deming
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rance
Improvement
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Continual Service Improvement
Continuously adjusts the IT services to changing
business needs by identifying and implementing
improvements IT services
 Step 1 – What would change?
 Step 2 – What can be changed?
 Step 3 – Data collection
 Step 4 – Data processing
 Step 5 – Data analysis
 Step 6 – The presentation and use of information
 Step 7 – Implementation of corrective actions
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Step Improvement Processes
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Conclusion
Business Imperative Action Plan
• Today or "Monday Morning"
– Review the scope of your IT Service Management initiative to
ensure it represents a tactical and practical approach to achieve a
strategic and elegant solution.
– Assess your current level of process maturity.
• Near Future or "The Next 12 Months"
– Look at the new guidance in ITIL version 3 to determine how it
should impact your IT Service Management initiative.
– Review your portfolio of tools to help enable good processes.
– Demonstrate senior management commitment repeatedly to
inspire support.
• Long Term or "On the Radar Screen"
– Conduct a formal process maturity assessment to assess progress.
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IT Operations Management
Hype Cycle
visibility
ITIL 2005
ITIL 2012
ITIL 2006
ITIL 2010
ITIL 2008
Technology
Trigger
Peak of
Inflated
Expectations
Trough of
Disillusionment
Slope of Enlightenment
Plateau of
Productivity
time
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ITIL v3
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ITIL in practice
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