Brady Orand -Trainer in Service

8/8/2019 Brady Orand -Trainer in Service

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2006 Column Technologies, Inc.

http://www.columnit.com

ITIL ROCKS!But where do I start?

Name Brady Orand

Title ITIL Practice Manager

Date May 4, 2006

Column Technologies, Inc.


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ITIL SaysTIL Says

Begin with the source of greatest pain andquickest benefit

Typical first adoptions are with Incident Management

Change Management

Service Desk

Problem Management


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Howeverowever process development without an overall vision will

result in rework being required.

Number of rooms: 160

Cost: $5,500,000

Date of Construction: 1884 - September 5, 1922

Number of stories: Prior to 1906 Earthquake - 7;presently 4

Number of windows: Frames 1,257; panes approx.10,000

Number of doors: Doorways 467, doors approx. 950Number of fireplaces: 47

Number of bedrooms: Approx. 40

Number of kitchens: 5 or 6

Number of skylights: Approx. 52

Number of gallons of paint required to paint entire

home: Over 20,000

Blueprints available: No, Mrs. Winchester never had amaster set of blueprints, but did sketch out individualrooms on paper and even tablecloths!


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Establishing Visionstablishing Vision IT Service

Management Service is THE key

concept

Service is the vision

Establishing Vision What do we want it

to look like?

Develop plans Begin construction

within the plans


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Imagine Thismagine This Reports

Delivering Service Impacts to business customers

Communicating Change by service Identifying costs of individual services

Provisioning Establishing lead times for new PCs

Customer requests come in advance of need Delivery of services becomes a regular, well-known occurrence

Support Incidents based on business priority Focus of resources based on greatest benefit/need

Planning Understanding need based on business trends

Consistency Business knows who to talk to with respect to Services Business understands their responsibilities to IT Business communicates with IT more effectively IT delivers high-quality Services consistently


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Service ManagementConstruction

Planning for Services

Blueprint

Foundation

Framing

Plumbing & Electrical

Finishing

Roofing

Service Vision

Service Modeling

Process Designs

Process Implementation

Service Reporting

Service PlanningProjectPla

nning

ProjectPla

nning


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What is a Service?hat is a Service? Service is a human

concept

There are no physicalentities that you can pointto and say This is a

Service

Services are made up of

People

Process Technology


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Business

Foundations ofoundations ofServiceervice

Configuration Management Database

Supporting ITIL Processes

Service Catalog

Administration Product Sales Fulfillment Support

Service Desk

Service Publication

Communication

Service Definitions

Service Modeling

Service CustomersService Users

Delivery of Services

Support of Services


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How Services Helpow Services HelpDecision Makingecision MakingIncident

Management

Problem

Management

Change

Management

Release

Management

Service LevelManagement

FinancialManagement

CapacityManagement

AvailabilityManagement

ITSCManagement

Incident Classification

Incident Prioritization

Incident Reporting

Impact Assessment

Problem Classification

Problem Prioritization

Problem Reporting

Impact Assessment

Change Classification

Change Prioritization

Change Scheduling

Change Reporting

Impact Assessment

Release Planning

Release Prioritization

Release Reporting

Impact Assessment

Costs of Service

Value of Service

Service Planning

Business Alignment

Focused Improvements

Budgeting

Planning

Business Alignment

Planning

Budgeting

Prioritization

Impact Assessment

Prioritization

Planning

Reporting

Budgeting

Impact Assessment

Prioritization

Planning

Reporting

Budgeting

Impact Assessment

Relative Importance

Prioritization

Business Priority

Impact Analysis

Reporting

Communication of ValueCultural Transformation

Overall

Configuration

Management

Service Modeling

Reporting


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Establishing Servicestablishing ServiceDefinitionsefinitions

Administration

Manufacturing

Sales

Fulfillment

Product Support

Sales and Marketing efforts

focused on attracting new

customers and retaining

existing customers

Creation of new products and

or services for delivery to

customers. Includes

manufacturing and inventory

control

Supporting products and/or

services at the customer

location. Includes product

support and returns

Delivery of products and/or

services to customers.

Includes distribution, delivery,

logistics.

Operational groups supporting

all business groups. Includes

finance, HR, executives, IT

Service definitions stem from the basic business

organizations


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IT Perspective

Business PerspectiveBusiness AppsSub ServiceBusiness Service

Anatomy of a Servicenatomy of a Service

Sales

Ordering

Direct Sales

Marketing

Catalog

Online Ordering

Web Server

Database

File Server

App Server

The business perspective of services is radically

different from ITs. This perspective must be kept in

mind when establishing service definitions for

business.

Network


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Designing Servicesesigning Services

Starting with the Five Business Operations Identify your sub-Services Identify the user perspective

Understand shared Services Email

Desktop Support

Make a list of services Categorize Services Create description Whats included?

Understand the Customer Who is responsible for this Service from the

business?

Understand the Users Who uses this Service on a regular basis?

The business perspective of services is radically different from ITs. This perspective must be kept

in mind when establishing service definitions for business.


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2006 Column Technologies, Inc.http://www.columnit.com

The Businesshe BusinessPerspectiveerspective Next Step

Present your list of Services to yourCustomers

Beginnings of conversation

Allows for better understanding ofServices

Provides business input and perspective

Provides understanding of priorities

Establishes Value for Money (VfM)

Compare your Service list with needs ofbusiness

Negotiate with business Customerswhat services they require and what youcan provide

Redefine the list according to businessneeds


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Common Mistakesommon Mistakes IT Says

Our Services are Change Management,Patch Management, Software Distribution...

IT dictates Services to Customers

IT does not focus on what the customerwill buy

Services are inappropriately defined

Customers are not communicated with

Failure to define Service owners


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Next Stepsext Steps Use list of Services as a

fledgling Service Catalog Develop Roadmap to deliver

Services

Design support efforts aroundServices

Continue to improve Services

Establish formal Service Level

Management process


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Documents

Brady Orand -Trainer in Service