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An Overview of Service Management Processes
Presented by Jerree Catlin,
Sue Silkey & Thelma Simons
Introduction to ITILITIL – Information Technology Infrastructure
LibraryDeveloped by the Office for Government
Commerce (OGC) in EnglandBest practices focused on the management of
IT service processes Open source
ITIL Service Management (ITSM)Two main components:Service Support – five processes that provide
support for day-to-day operation of IT servicesService Delivery – five processes that focus on
long-term planning and improvement of IT services
These two components are linked together through the Service Desk – a function that provides a single point of contact that focuses on rapid restoration of normal service operations to users
ITIL Service Management
Service Level Management
FinancialManagementAvailability
Management
IT Service Continuity Management
Capacity Management
ServiceDelivery
Service Desk
Change Management
ReleaseManagementIncident
Management
Configuration Management
Problem Management
ServiceSupport
ITIL Service Management GoalsEnsure that IT services are aligned to the
needs of customers and usersImprove availability and stability of servicesImprove communication within IT and with
usersImprove efficiency of internal processes
ITIL ProcessesEach ITIL process has associated:GoalsDefinitionsActivities
Service Support
Change Management
ReleaseManagement
Incident Management
Configuration Management
Problem Management
ServiceSupport
Change Management
GoalTo ensure that standardized methods and
procedures are used for efficient and prompt handling of all changes to minimize the impact of any related incidents upon service.
DefinitionChange is an action that results in a new status for
one or more IT infrastructure Configuration Items (CI).
Change ManagementActivitiesAccept, record, authorize, plan, test, implement
and review Requests for Change (RFCs)Provides reports of changes to the infrastructureProvides updates to the Configuration
Management Database (CMDB).
Formal process
Configuration ManagementGoalTo provide a logical model of the IT infrastructure
(hardware, software and associated documentation) by identifying, maintaining and verifying the version of all configuration items.
DefinitionA Configuration Item (CI) is a component of the
infrastructure.Configuration Management Database (CMDB) is a database
which holds a record of all configuration items associated the IT infrastructure.
Configuration ManagementActivitiesPlan, design and manage a Configuration
Management Database (CMDB)Identify CIs for entry into CMDB and their
relationships to each otherVerify CMDB accuracy
Incident ManagementGoalTo restore normal service operation as quickly as
possible and minimize the adverse impact on users and the organization.
DefinitionAn incident is any event which causes, or may
cause an interruption to, or a reduction in, the quality of a service.
Incident ManagementActivitiesDetect, classify, record, and provide initial
support of incidentsPrioritize incidents based upon impact and
urgency
Service Desk is responsible for Incident Management
Problem ManagementGoalTo minimize the adverse impacts of incidents and to
prevent recurrence of incidents. Problem Management seeks to get to the root cause and initiate action to remove the error.
DefinitionA problem is the unknown, underlying cause of one or more
incidents.A known error is when the root cause of a problem is
known and a temporary workaround or alternative has been identified.
Problem ManagementActivitiesAnalyze incidents to identify underlying problemsRecord, classify and diagnose problemsTransfer problems into “known errors”Generate Requests for Changes (RFCs) to resolve
problems and errors
Problems are identified and managed separately from incidents (although linked)
Release ManagementGoalTo coordinate service providers and vendors
involved with a significant release of hardware, software and associated documentation across a distributed environment.
DefinitionA release is a collection of authorized changes to
an IT service and is defined by the RFC that it implements.
Release ManagementActivitiesPlan and oversee successful rollout of new and
changed software, hardware and documentationCollaborate with Change ManagementVerify that all release items are entered into the
CMDBManage customer and user expectations.Maintain Definitive Software Library (DSL) and
Definitive Hardware Store (DHS)
ITIL Service Desk
Service Level Management
FinancialManagementAvailability
Management
IT Service Continuity Management
Capacity Management
ServiceDelivery
Service Desk
Change Management
ReleaseManagementIncident
Management
Configuration Management
Problem Management
ServiceSupport
Service DeskGoal• A single point of contact that provides advice
and guidance and rapid restoration of normal service operations to users
DefinitionA Service Request is a request that is not due
to disruption.
Service DeskActivitiesManage the Incident and Service Request life-
cycle, including closureCommunicate with customers concerning request
status and progressProvide initial assessment and attempt to resolve
incidents working with appropriate IT staffProvide reports and recommendations to
management for service improvement
Service Delivery
Service Level Management
Financial Management
AvailabilityManagement
IT Service Continuity Management
Capacity Management
ServiceDelivery
Service Level ManagementGoalTo maintain and improve IT Service quality
through a constant cycle of agreeing, monitoring and reporting to meet the customers’ objectives.
DefinitionService Level Agreement (SLA) is a written
agreement with the customer.Operational Level Agreement (OLA) is an
agreement between two internal areas.
Availability ManagementGoalTo optimize the capability of the IT
infrastructure, services, and supporting organization to deliver a cost effective and sustained level of availability enabling IT to meet their objectives.
DefinitionAvailability is the ability of an IT service or
component to perform its required function at a stated instant or over a stated period of time.
Capacity ManagementGoalTo ensure that all the current and future
capacity and performance aspects of the business requirements are provided cost effectively.
Financial ManagementGoalTo provide cost-effective stewardship of the
IT assets and resources used in providing IT services.
IT Service Continuity ManagementGoalTo ensure that the require IT technical and
service facilities can be recovered within required and agreed timeframes
DefinitionA crisis is an unplanned situation when one or
more IT services is unavailable and when the outage exceeds the expectations of the customer
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