Transcript Slide 1
Information Technology
Service Management
An Introduction
Steve Millmore
Introduction/Overview
What?
Why?
How?
What?
A set of formalised policies and
procedures (based on best IT practices)
whereby IT services are planned,
operated, managed and controlled for
the benefit of an organisation .
Why?
Reduce operational exposure to risk
Meet requirements of stakeholders and
customers
Demonstrate commitment to integrity,
service and quality
Because
IT is now so important that many
organisations cannot survive without it.
How?
Get top/executive support
Establish policies, objectives, etc
Educate and communicate
Provide resources
Manage risk
Conduct reviews
Document and record
Ensure customer requirements met
Standards and Frameworks
ITIL (about 1986)
BS 15000 (about 2000)
ISO 20000 (about 2006)
COBIT
FITS
MOF
And others
ITIL* Version 3 – The Books
Service Strategy
Service Design
Service Transition
Service Operation
Continual Service Improvement
* Information Technology Infrastructure
Library
COBIT* – High Level Structure
Plan and Organize
Acquire and Implement
Deliver and Support
Monitor and Evaluate
* Control Objectives for Information and
Related Technology
ISO 20000
Management Procedures
Services Processes
Management Planning
Management Planning
Plan (scope, objectives, processes,
frameworks, interfaces, approaches,
resources, tools, auditing)
Do (funds, roles, docco, risks, teams,
facilities, reporting, coordination)
Check (methods, metrics, reviews,
conformity, auditing)
Act (collect, analyse, identify, consult,
targets, inputs, measure, revise, verify)
Service Management Processes
Service Management Processes
Service Delivery Processes
Control Processes
Release Processes
Resolution Processes
Relationship Processes
Service Delivery Processes
Service Level Management
Service Continuity and Availability
Management
Service Reporting
Capacity Management
Information Security Management
Budgeting and Accounting
Control Processes
Configuration Management
Change Management
Release Processes
Release Management
Resolution Processes
Incident Management
Problem Management
Relationship Processes
Business Relationship Management
Supplier Management
The CIS and Service Management
Does the CIS Need...
Service Management?
ISO 20000?
Certification?
Anything at all?
But observe
ISO certification indicates that an
organisation's IT effort meets best
practises as evidenced by independent
evaluation.
How Do We Convert ...
What To Do
Learn about ITSM/ITIL/COBIT etc
Study and understand requirements
Training and promotion
Develop a plan
Phased introduction
Continuous improvement
Mapping ITSM Onto the CIS
Assistance and Automation
Implementation packages
Guidelines
Tools (procedural and software)
Organisational
Existing Units
Amended Units
New Units
A New Day
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