1_Presentation.pdf

IT SERVICE IT SERVICE MANAGEMENTMANAGEMENTMANAGEMENTMANAGEMENT

INTRODUCTIONINTRODUCTIONKrisztina Erdlyi

John von Neumann Faculty of IT, University of buda, John von Neumann Faculty of IT, University of buda, Hungary

ITSM Krisztina Erdlyi

What do you do on an average What do you do on an average day?day?

Collecting information.Eating.

Travelling.

Working.

Shopping.

Keeping touch.

ITSM

Administration.

Having fun.

Sleeping.Krisztina Erdlyi 2

WhenWhen dodo youyou useuse IT?IT?

Information forpassengers.

Office applications, payroll

Paying by card,depot registration

Downloadingfilms, buyingtickets

ITSM

payrollcalculations

Customer service systems.

tickets

Krisztina Erdlyi 3

WhatWhat is is importantimportant fromfrom itit??

Knowing whenthe bus comes.

Being able to workeffectivly.

Being able to buy thesuitable clothes.

Havingfun.

ITSM

effectivly.

Solving problems.

Krisztina Erdlyi 4

HenceHence These days IT systems are primarily

observed as sets of services.observed as sets of services. Bank services can be accessed via

Internet Providing web hosting is a good business

ITSM Krisztina Erdlyi 5

DemandDemand fromfrom thethe CustomerCustomerWe perceive and adjudge IT more and more through its provided and more through its provided services and we not at all want to know how and what kind of devices are operated to implement these sorts of services.


http://www.itsmf.hu/tudasbazis_modszertan_itil.php

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DemandDemand fromfrom thethe ProviderProvider However form the point of view of the operator it is important that the the operator it is important that the expected services can be guaranteed in the defined quality and in case of incidents to restore the services as fast as possible, and moreover to be able control the operation processes able control the operation processes in order to accomplish the aims of the services.


http://www.itsmf.hu/tudasbazis_modszertan_itil.php

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ServiceService A means of deliver value to customers by facilitating outcomes that by facilitating outcomes that

customers want to achieve without the ownership of specific costs

and risks.


Example:Sales people spending more time interacting with customersfacilitated bya remote access service that enables reliable access to corporate sales systems from sales peoples laptop

IT Service Management Forum (2002). van Bon, J.. ed. IT Service Management: An Introduction. Van Haren Publishing. ISBN 90-806713-4-7

Brain stormingBrain storming

Choose two services related to IT.Choose two services related to IT.(Web hosting, payroll calculation )

How can you measure their quality?


Measuring Service QualityMeasuring Service Quality Service quality is more difficult for consumer to

evaluate than goods quality Knowledge about goods quality is insufficient to Knowledge about goods quality is insufficient to

understand service quality Crosby (1979) said Quality is ballet, not hockey,

quality is an elusive (intangible) & indistinct (obscure) construct

Service quality is a measure of how well the service level delivered matches customer service level delivered matches customer expectations

Delivering quality service means conforming to customer expectations on a consistent basis (Lewis & Booms, 1983)


http://www.aesl.nccu.edu.tw/paper_reading/2006/Katrina_2006_09_25.pdf

Determinants of Service QualityDeterminants of Service Quality Reliability: consistency of performance and

dependability Responsiveness: willingness or readiness of employees Responsiveness: willingness or readiness of employees

to provide service Competence: required skill and knowledge to perform

the service Access: approachability and ease of contact Courtesy: politeness, respect, consideration, and

friendliness Communication: keeping customers informed in

language they can understandlanguage they can understand Credibility: trustworthiness, believability, honesty Security: freedom from danger, risk, or doubt Understanding/knowing: understand customers need Tangible: physical evidence of the service


http://www.aesl.nccu.edu.tw/paper_reading/2006/Katrina_2006_09_25.pdf

Brain stormingBrain stormingDear Alice,I was looking for someone in the telephone book of the university. And I entered my name as well. The result was my university. And I entered my name as well. The result was my previous occupation. It was the same situation with John and Mary.I do not know whether it is a problem or not, but a foreigner gets false information about the school.Best regards,Bob Dear Bob,

The phonebook retrieves the data from the central repository, in which most of the colleges are entered when


What is your opinion about Alices answer?

repository, in which most of the colleges are entered when they are started to employed. Data are not changed while one does not write from what change to what.Whether it is a problem? Everyone should know it by its own. Ones indicate every change while others are not sensitive for it.Best regards,Alice

Service ManagementService Management The core of service management is the

act of transforming resources into act of transforming resources into valuable services.

It helps: Understand the services that are provided Ensure that the services really do facilitates

the outcomes Understand the value of the services to the Understand the value of the services to the

customers Manage all of the costs and risks associated

with the services



IT Service ManagementIT Service Management Discipline for managing and operating

IT systemsIT systems Centres customers Its most important principle is to

determine what IT can contribute to the success of business Service


IT Service Manage-ment

Service Management

The greatest challenge of IT executive managers is to cooperate with the business managers so that provide high quality IT services.


Benefits of IT Service Benefits of IT Service ManagementManagement All organizations that use IT depend

on IT to be successful.on IT to be successful. If IT processes and services are

implemented, managed and supported in the appropriate way the business will be more successful, suffer less disruption and loss of suffer less disruption and loss of

productive hours, reduce costs, increase revenue, improve

public relations



Brain stormingBrain storming

Go to the websiteGo to the websitehttp://media.bmc.com/outgoing/ITIL_Game/index.html

How much money can you earn?


ITSM FrameworksITSM Frameworks Many frameworks are developed to

implement IT service management Collect together best practices Collect together best practices Help IT managers to understand the relationship

between business and IT Provide guidance on organising, implementing

and measuring IT processes Examples

CobiT (Control Objectives for Information and related Technology)

CobiT (Control Objectives for Information and related Technology)

ITIL (Information Technology Infrastructure Library)

MOF (Microsoft Operations Framework)


Why should you implement a Why should you implement a framework?framework? Improve the quality and efficiency of IT

ServicesServices Comply with management or business

requirements Follow global standards Reduce IT costs Achieve regulatory compliance, or Achieve regulatory compliance, or

standards certification Address a specific IT operational issue


ITIL ITIL -- Information Technology Information Technology Infrastructure LibraryInfrastructure Library Guidance for control, development

and maintenance of IT infrastructuresand maintenance of IT infrastructures It contains a set of descriptions of best

practices A set of books that describe

internationally accepted best practices for IT infrastructure management

A common language for IT management


ITILITIL A framework that is independent of

organizational structures, architectures, or technologies Developed in the United Kingdom in the 1980s by Developed in the United Kingdom in the 1980s by

what is now called the Office of Government Commerce (OGC)

Further development incorporated public and private sector best practices (IBM, Microsoft, HP, and others)

Becomes a de facto standard by this time ISO/IEC 20000 (the standard of ITSM) was

developed to reflect ITIL (among others)developed to reflect ITIL (among others) ITIL v3 is the most currently version focuses on:

Sets of processes The lifecycle of a service


FFiveive SStagestages of of SServiceervice LLifecycleifecycle Service Strategy Service Design Service Design Service Transition Service Operation Continual Service ImprovementService Improvement


Quality and cost effectiveness areessentials.

Links between lifecycle stagesLinks between lifecycle stages

Service Design

Implementing the strategy

Service Strategy Service TransitionContinual Service Improvement

Service Portfolio,Service Catalog


Service Operation

Measuring and evaluation

Service StrategyService Strategy To provide guidance on how to

design, develop and implement Service ManagementService Management

Its ultimate goal is to make the IT organization think and act in a strategic manner

Strategy requires knowledge from the disciplines such as operations


disciplines such as operations management, marketing, finance, information systems, organizational development, systems dynamics, and industrial engineering.

Service Strategy seeks to Service Strategy seeks to answer the questionsanswer the questions What services should we offer and to whom? How do we differentiate ourselves from competing

alternatives?alternatives? How do we truly create value for our customers? How do we capture value for our stakeholders? How can we make a case for strategic investments? How can financial management provide visibility and

control over value-creation? How should we define service quality? How do we choose among different paths for improving How do we choose among different paths for improving

service quality? How do we efficiently allocate resources throughout a

portfolio of services? How do we resolve conflicting demands for shared

resources?


Service DesignService Design To design and develop IT

services Its scope includes the design

To design Processes to support the service lifecycle Risk management

Its scope includes the design of new services, as well as changes and improvements to existing ones

Risk management Secure IT infrastructures, environments, applications

and data/information resources Measurement methods and metrics


Service TransitionService Transition Delivers services that are

required by the business into operational use

Ensures that the new or changed services can be used in accordance

into operational use Focuses on implementing

all aspects of the service

services can be used in accordance with the requirements and constraints specified within the service requirements


Service OperationService Operation To make sure that IT services are

delivered effectively and efficiently This includes

Well designed and implemented processes will be of little value if the day-to-day operation of those processes is not properly conducted, controlled, and managed

This includes Fulfilling user requests, Resolving service failures, Fixing problems, Carrying out routine operational

tasks.

Day-to-day activities: monitoring performance, assess metrics, and gatheringdata

The purpose of Service Operations is to coordinate and to carry out the activities and processes required to deliver and to manage services at agreed upon levels to business users and customers


Continual Service ImprovementContinual Service Improvement Strives to make processes more effective and

efficient, as well as cost-effective


77--Step Step ImprovementImprovement ProcessProcess Define what you should measure Define what you can measure Define what you can measure Gather the data Process the data Analyze the data Present and use the Information Present and use the Information Implement corrective action


Brain stormingBrain stormingWhat stage of lifecycle belongs to what processes?

Availability ManagementCapacity ManagementChange ManagementEvent ManagementFinance Management


Finance ManagementIncident and Problem ManagementRequest FulfillmentService Asset and Configuration Management

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