Transcript IT Service Management (ITSM)

IT SERVICE
MANAGEMENT (ITSM)
ITIL\ITSM OVERVIEW
 ITIL Framework
ITIL\ITSM OVERVIEW
 What is ITIL?
 ITIL = Information Technology Infrastructure Library
 A set of best practice guidelines for IT Service Management in planning, implementing,
delivery and support of quality IT services.
 Infrastructure = People, Processes and Technology
ITIL\ITSM OVERVIEW
 What is ITSM?
Service Desk
 ITSM = Information Technology Service Management
 The implementation and management Service Support and Service
Delivery processes aligned to meet the needs of the business with an
appropriate mix of people, processes and technology.
ITSM – SERVICE SUPPORT
 Infrastructure-
- People, Processes and Technology
 IT Service -
- Fulfills one or more of the customers needs
- Supports customers business objective
 Process –
- A structured set of activities designed to accomplish a specific
objective. A process may define policies, standards, guidelines,
activities and work flow instructions.
 Activity –
- A set of actions designed to achieve a result
ITSM – SERVICE SUPPORT
Service Support has an “Operational” focus. The activities include the day-to-day or
short-term planning activity of a business or service management process.
Change
Management
Incident
Management
Release
Management
Service
Support
Service Desk
Configuration
Management
Problem
Management
ITSM – SERVICE SUPPORT
Service Desk
Change
Management
•Integrated function, not a process, to all
of the “operational” process.
•Serves an intended purpose
•Single point of contact between service
providers, customers and users.
•Manages incidents and escalates
according to agreed service levels.
•Manage requests, incidents, service
requests and communications with
customer and users.
Incident
Management
Release
Management
Service
Support
Service Desk
Configuration
Management
Problem
Management
ITSM – SERVICE SUPPORT
Telephone
Requests
Email/voice/video
requests
Hardware/
application
events
Internet/browser
requests
Local
Central
Virtual
Service Desk
Computing
Services
IT Training
Fax
requests
Networks
Operations
Learning
Technologies
Telecommunications
Management Information,
Reports, Metrics
Distributed
Computing
Security
Enterprise
Applications
Project and Service
Management
Contracts and
Licensing
ITIL – SERVICE SUPPORT
 Service
Delivers value to customer by facilitating outcomes customers want to achieve
without ownership of the specific costs and risks
e.g. The HFS backup service means that you as Unit ITSS don’t have to care about how
much tapes, disks or robots cost and you don’t have to worry if one of the HFS staff is off sick
or leaves
ITIL – SERVICE SUPPORT
 Service Level
 Measured and reported achievement against one or more service level targets
 E.g.
 Red = 1 hour response 24/7
 Amber = 4 hour response 8/5
 Green = Next business day
 Service Level Agreement
 Written and negotiated agreement between Service Provider and Customer documenting
agreed service levels and costs
ITIL - SERVICE DELIVERY STRATEGIES
ITIL ROLES
 Process Owner
 Ensures Fit for Purpose
 Process Manager
 Monitors and Reports on Process
 Service Owner
 Accountable for Delivery
 Service Manager
 Responsible for initiation, transition and maintenance. Lifecycle!
ITIL ROLES
 Business Relationship Manager
 Service Asset & Configuration
 Service Asset Manager
 Service Knowledge Manager
 Configuration Manager
 Configuration Analyst
 Configuration Librarian
 CMS tools administrator
FUNCTIONS AND PROCESSES
 Process
 Structured set of activities designed to accomplish a defined objective
 Inputs & Outputs
 Measurable
 Function
 Team or group of people and tools they use to carry out one or more processes or
activities
 Own practices and knowledge body