IT Service Management

An Introduction

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[ DATE ]

[INSERT COMPANY NAME HERE]

The Art of Service Pty Ltd 2004.

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IT – Business alignment

1. Aligning IT strategy with business strategy

2. Meeting business and user needs

3. Coping with change

4. Dealing with senior management

5. Managing costs, budgets and resources

6. Keeping up with technology

7. Recruiting and retaining staff

8. Time and resource management

9. Infrastructure management

10. Maintaining skills and knowledge

Top ten concerns of IT DirectorsTop ten concerns of IT Directors

Parties Involved

itSMF

OGC

ISEB

EXIN

Tool Vendors

ITIL Service Management

Trade Mark

owners

Co-Authors

TSO

Accredited Vendors

Training & Certification

ITIL

Essentials /

Foundation

ITIL

Essentials /

Foundation

ITIL Service

Manager

ITIL Service

Manager

ITIL

Practitioner

ITIL

Practitioner

12 day course

Multi modules

2 months

Assessments

Two 3 hour exams

Service Management certification

2 day courses

Specialize in 1 process

Certification

3 day course

Overview of ITIL

1 hour MC exam

Foundation certification

ITIL

Awareness

ITIL

Awareness

1 day course

Overview of ITIL

ITIL Model

Service Support

Service Delivery

Security Management

Security Management

The Business

Perspective

ICT Infra-structure

Mgt.

Planning to Implement Service Management

Applications Management

Th

e B

usin

ess

Th

e B

usin

ess

Th

e T

ech

nolo

gy

Th

e T

ech

nolo

gy

Software Asset Management

ITIL Service Management

Service Level Management

FinancialManagement

for IT services

Capacity Management

IT Service

ContinuityManagement

IncidentManagement Problem Management

Change Management

Configuration Management

Release Management

ITInfrastructure

ITInfrastructure

security

Service Desk

Availability Management

Participants in the ITIL Framework

“IT” “The Business”

UsersService Desk

CustomersService Level Management

Operational

Tactical

Sr. IT Mgt

Sr. MgtStrategic

Service Service DeliveryDeliveryService Service DeliveryDelivery

Service Service SupportSupportService Service SupportSupport

The Service Support Set= Interconnection between the processes =

C

M

D

B

Incident Management

ProblemManagement

Change Management

Configuration Management

ReleaseManagement

Incident Management

ProblemManagement

Change Management

Configuration Management

ReleaseManagement

RFC

ChangeSOLUTION

Customer, Supplier, etc.

D

S

L

D

H

S

II II

WorkAround

Known Error

Problem

Service Requirements

Business Needs

The Service Delivery Set= Interconnection between the processes =

Bu

dg

eting

, Acco

un

ting

, Ch

argin

g

Service Level Management

CapacityManagement

AvailabilityManagement

Financial Management

ContinuityManagement

Service Level Management

CapacityManagement

AvailabilityManagement

Financial Management

ContinuityManagement

Measurement

Planning

REPORTS

REC

OV ERY

CustomerRequirements

Reviews

Service Level Agreements

(SLA’s)Resource

Management

MONITOR

Invoke

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