Lecture 1 - Intro to Service Management

8/9/2019 Lecture 1 - Intro to Service Management

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Sheffield Hallam UniversityMCE 2008/9

IT Service Management

Lynne Dawson

October 2008


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The Plan

Schedule

Good Practice - ITIL

What is IT Service and IT Service Management

Service Elements

Common Mistakes


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Schedule

Wk1 Introduction to Service Management

Wk2 SLM and SLA's

Wk3 Service Desk

Wk4 Incident and Problem Management

Wk5 Configuration Management

Wk6 CANCELLED - Graduation

Wk7 Capacity Management


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Schedule

Wk8 Change Control

Wk9 Release Management

XMAS

Wk10 Assessment Guidance

Wk11 Implementing ITIL


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Individual Assignment

Issued: week beginning 6th October

Hand-in: SLA

Friday 5th

December 2008(both parties hand-in)

Individual Evaluation - Friday 19th Dec 2008

Electronic Submission via Blackboard

Need to produce an SLA

Work in pairs - one as the Service Provider- one as the Customer/User

Assignment is review/evaluation of the SLAwhy SLAs are neededthe SLA creation processsuitability of SLA for you (as Service Provider/Customer)


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What is an IT Service?

An "IT Service" is a set of IT-related functions (HW & SW)

IT Services satisfy various business needs and customerrequirements

Web Server Application Server Database ServerUser

IT is the business

and

The business is IT


7/21Sheffield Hallam UniversityMCE 2008/9

ENVIRONMENTINFRASTRUCTURE

What is IT Service Management?

IT Service Management is the totality of IT ServiceProvision, including the management of theinfrastructure and the environment

Kietil Kvernflaten, OAG Norway

IT Service IT Service IT Service IT Service

Good IT Service Management ensures that Customer

requirements; andexpectations

are met with consistency.



IT Service Management Objectives

To align IT Services with the current and future needsof the Business and its Customers

To improve the quality of the IT services delivered

To reduce the long term cost of service provision

Needs

QualityCost



PARTNERS

Key Elements

PEOPLE

PROCESS PRODUCTS

Service Manager / TeamCustomer / End Users

Executive Sponsor

Production AcceptanceTeam

Problem Management

Capacity Planning

ConfigurationManagement

Change Control

Tools / Technology

Software

Hardware

Project Manager / Team Suppliers / Outsourcers



IT Infrastructure Library

ITIL is the de facto standard in IT Service Management

Developed by the UK Government in late 1980's

ITIL is a framework is used to

structure existing processes/policies

determine a new way of thinking and acting

Now adopted worldwide as best practice

Based on:More than one personMore than one organisation (partner)More than one technology (product)More than one event (process)

&



SERVICESTRATEGYSERVICE

STRATEGY

ServiceOperation

ServiceDesign

Service Transition

ContinualService

Improvement

IT Infrastructure LibraryThe ITIL Framework:

looks at different areas of IT Managementhighlights the relationships between themuses a common language between the different areas

IT SERVICESUPPORT

IT SERVICEDELIVERY



Service Support

Service Support

Service Desk

Incident Management

Problem Management

Change Management

Release Management

ConfigurationManagement

CMDB



Service Delivery

Service Delivery

AvailabilityManagement

CapacityManagement

IT ServiceContinuity

Management

Service LevelManagement

FinancialManagement

Change Management



5 Questions

are we now?

do we want to be?

do we want tobe there?

do we do to get there?

do we know whenwe get there?

is needed to get there?



Good IT Service Management?

What are "the current needs / requirements"?

What are "the future needs / requirements"?

What defines "quality"?

What is the "best practice" to use?

The service provider and the end-user (and others) willhave DIFFERENT PERSPECTIVES, and thus everyonewill have different answers to these questions.

Needs

QualityCost



Service Perspective

Service Provider

End-User

Service Operation

Service Product

Inputs

Requirements

Technology

People

Outcomes

Service Process

Experience

Experience



Service Experience

End-user's service experience includes:

ease of access to serviceresponsiveness of service and / or service organisation

flexibility/courtesy of customer-facing staff

extent to which end-user feels valued / listened to

Service provider's service experience includes:

ease of support of service

flexibility / understanding of end-users

extent to which support team feels valued / appreciated

Perception of the value of a service is dependent on theservice experience



Managing Expectations

The customer is NOT always right

"YES" isn't always the right answer

Remember MoSoCoW

Committing to satisfying all requests doesn't necessarily

provide good service

You may not be able to please everyone all of the time



IT Service Misconceptions

Assuming you have no customers

Assuming customers are satisfied because they are notcomplaining

Using your own metrics to measuring the quality of theservice, instead of using metrics important to the customer

Assuming that having an SLA will resolve all problems



Summary

IT Services

IT Service Management - Objectives

Elements - People / Process / Products / Partners

ITIL Service Support & Service Delivery

Managing Expectations

Misconceptions

Continuous Process

R



References

Service Operations ManagementRobert Johnston & Graham Clark, 2001

Prentice Hall, ISBN 0-273-63922-6

IT Systems Management

Rich Schiesser, 2002Prentice Hall, ISBN 0-13-087678-X

http://www.itsm.info/home.htm IT ServicesManagement Portal

IT Service Management A companion to the ITILitSMF, 2003

itSMF, ISBN 0-9524706-1-6
http://www.itsm.info/home.htmhttp://www.itsm.info/home.htm

Documents

Lecture 1 - Intro to Service Management