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TOTAL SERVICE MANAGEMENT
PRESENTED BYRAHUL CHAUDHURY
RAJEEV SHARAN RAJSHREE SONI
WHY TSM
Waste-free and flexible production
Short throughput times
Minimum inventory Strict focus on customer needs
GLOBAL MARKET
WHY TSMVALUE CHAIN
Primary Activities
Inbound Logistics
Operations
Outbound Logistics
Marketing amp Sales
Services amp Maintenance
Support Activities
Administration Infrastructure
HRM
Technology (RampD)
Procurement
More Quality
Flexibility
Better Customer Service
TIM
E G
AIN
DESIRED EFFECIENCY
TOTAL SERVICE MANAGEMENT
bull Definition The aggregation and consolidation of all relevant service-level data in real-time into a single system which can then process and distribute this information to human operators and other systems is known as Total service Management
bull Measuring service levels across the organisation is a business process that requires processes organisational structures and specific applications
OUTCOMES OF TSM
bull Tidiness and cleanlinessbull Shorter throughput timesbull Space savingsbull Reduced costsbull More transparencybull High material availabilitybull Short search and find timesbull High value contribution less wastebull Motivation and higher staff satisfaction
TOTAL SERVICE MANAGEMENT LIFE-CYCLE
Service Desk
Service Delivery
Service Support
COMPONENTS OF TSM
TSM- SERVICE SUPPORT
Incident Management
Change Management
Configuration Management
Problem Management
Release Management
TSM- SERVICE DELIVERY
Service-level Management
Availability Management
Capacity Management
Financial Management
IT Service Continuity Management
INCIDENT MANAGEMENT
bull Incident Management is a process in its own right (owned and managed by the Service Desk)
bull Revised scope for incident definition (now includes service requests)
bull Clearer delineation between Incident Management and Problem Management
bull Clear description of the role of 2nd3rd nthbull line support (support groups)
INCIDENT MANAGEMENT
INCIDENT MANAGEMENT
bull Incident Management is a process in its own right (owned and managed by the Service Desk)
bull Revised scope for incident definition (now includes service requests)
bull Clearer delineation between Incident Management and Problem Management
bull Clear description of the role of 2nd3rd nthbull line support (support groups)
INCIDENT MANAGEMENT
bull Responsible for finding Resolutions and Work-arounds
PROBLEM MANAGEMENT
bull Revised description of Problem Controlndash identification and recordingndash Classificationndash investigation and diagnosis
bull Error Controlbull Specific proactive PM activities
ndash trend analysisndash targeting preventive action
PROBLEM MANAGEMENT
bull No more confusion between Problem Management and 2nd3rd line support
bull Focus is on building Knowledge Managementndash FAQs on the Intranet
bull Guidelines for identification of Problemsbull Problem Analysis methods (in Appendix)
ndash Kepner Tregoendash Ishikawa Diagrams
PROBLEM MANAGEMENT
CHANGE MANAGEMENT
bull Business Trendsbull Three Approval Issues
ndash Financialndash Technicalndash Business
CHANGE MANAGEMENT
bull Relationship to program management (PMO)bull Communication within the organisation
ndash FSC Forward Schedule of Changendash PSA Projected Service Availability
bull New emphasis on regressions and back-out strategybull Risk assessment stressed as part of priority allocationbull Change Models for standard proceduresbull PIR - Post Implementation Review
RELEASE MANAGEMENT
bull Revised process name for Software Control amp Distributionndash Software now hardware software and documentationndash Control now part of Configuration Managementndash Distribution now central part of Release Management
bull Awareness of possible problems that have been en countered
RELEASE MANAGEMENT
bull Three categories of releases1 minor (small enhancements amp fixes)2 major (new functionality)3 emergency (incidents urgent changes)bull Activities Roll-out planning amp communicationbull Tools amp Technology
CONFIGURATION MANAGEMENT
bull Activity Emphasis Planningbull Central function Change + Config + Releasebull Change and Configuration Management Plan (CampCM)bull New Process Role Configuration Librarianbull Scope hardware + software + documentationbull Terminology CMDB DSL and DHS
CONFIGURATION MANAGEMENT
bull Change in terminology1048713 Verification enhanced with Audits1048713 Baseline now Configuration Baselinebull License Management1048713 Relationship to Security Management1048713 Relationship to DSLbull Asset Management
CAPACITY MANAGEMENT
bull More emphasis on a business management perspective Reduced volume of technical how-to
bull Sub-processes1048713 Business Capacity Management1048713 Service Capacity Management1048713 Resource Capacity Managementbull Significant clarity on the principles activities planning and
implementation reporting metrics relationships and capacity plan contents
CAPACITY MANAGEMENT
IT SERVICES CONTINUITY MANAGEMENT
bull ITSCM is part of and supports the larger Business Continuity Management (BCM)
bull Scope of ITSCM1048713 OUT Business Recovery (part of BCM)1048713 IN all components (including non-IT) relevant to IT-Service
Continuitybull Business Impact Analysis identify minimal service levels for
critical business processesbull Management structure roles and responsibilities
AVAILABILTY MANAGEMENT
bull Significant improvement in clarity of process goal mission statement and scope without technical complications
bull Planning and design for high availability and recovery
AVAILABILTY MANAGEMENT
bull Thorough guidance on End-User Availability metrics and reporting
1048713 Vital Business Functions (VBFs)1048713 cost of UNavailabilitybull Comprehensive guidance for availability improvement ndash
analysis methods and techniques1048713 Component Failure Impact Analysis (CFIA)1048713 Service Outage Analysis (SOA)
SERVICE DELIVERY PROCESS MODEL
LEVELS OF SERVICE MANAGEMENT
bull Total service level management provides the most efficient way ndash to monitor service agreements (SLAs) and ndash to manage service objectives (SLOs) and enables more responsive
service provision
bull SLAs are contractual commitments between the providers and customers
bull SLOs are generalised service levels across a set of customers
bull Total service management automates the process of implementing measuring computing and reporting on SLAs and SLOs both in real-time and historically
bull Ensuring high service levels of service management helps reduce time maintain margins
bull Sources for service information vary widely and include applications servers and network equipment as well as other operational support applications such as trouble ticketing order handling and fault and performance management
SERVICE LEVEL MANAGEMENT PROCESS
TSM ndash PROCESS FLOW
TSM can be an easy task where
STEPS of TSM
Step 1 Audit amp Assessment - Discover document and assess the existing Industry infrastructure
Step 2 Remediation (if required) - Correct problems with existing infrastructure
Step 3 Performance Monitoring - Monitor and report on the performance of infrastructure
Step 4 Support - Support for staff on IT problems
Step 5 Operational Maintenance - Operate and Maintain Infrastructure
THANK YOU
WHY TSM
Waste-free and flexible production
Short throughput times
Minimum inventory Strict focus on customer needs
GLOBAL MARKET
WHY TSMVALUE CHAIN
Primary Activities
Inbound Logistics
Operations
Outbound Logistics
Marketing amp Sales
Services amp Maintenance
Support Activities
Administration Infrastructure
HRM
Technology (RampD)
Procurement
More Quality
Flexibility
Better Customer Service
TIM
E G
AIN
DESIRED EFFECIENCY
TOTAL SERVICE MANAGEMENT
bull Definition The aggregation and consolidation of all relevant service-level data in real-time into a single system which can then process and distribute this information to human operators and other systems is known as Total service Management
bull Measuring service levels across the organisation is a business process that requires processes organisational structures and specific applications
OUTCOMES OF TSM
bull Tidiness and cleanlinessbull Shorter throughput timesbull Space savingsbull Reduced costsbull More transparencybull High material availabilitybull Short search and find timesbull High value contribution less wastebull Motivation and higher staff satisfaction
TOTAL SERVICE MANAGEMENT LIFE-CYCLE
Service Desk
Service Delivery
Service Support
COMPONENTS OF TSM
TSM- SERVICE SUPPORT
Incident Management
Change Management
Configuration Management
Problem Management
Release Management
TSM- SERVICE DELIVERY
Service-level Management
Availability Management
Capacity Management
Financial Management
IT Service Continuity Management
INCIDENT MANAGEMENT
bull Incident Management is a process in its own right (owned and managed by the Service Desk)
bull Revised scope for incident definition (now includes service requests)
bull Clearer delineation between Incident Management and Problem Management
bull Clear description of the role of 2nd3rd nthbull line support (support groups)
INCIDENT MANAGEMENT
INCIDENT MANAGEMENT
bull Incident Management is a process in its own right (owned and managed by the Service Desk)
bull Revised scope for incident definition (now includes service requests)
bull Clearer delineation between Incident Management and Problem Management
bull Clear description of the role of 2nd3rd nthbull line support (support groups)
INCIDENT MANAGEMENT
bull Responsible for finding Resolutions and Work-arounds
PROBLEM MANAGEMENT
bull Revised description of Problem Controlndash identification and recordingndash Classificationndash investigation and diagnosis
bull Error Controlbull Specific proactive PM activities
ndash trend analysisndash targeting preventive action
PROBLEM MANAGEMENT
bull No more confusion between Problem Management and 2nd3rd line support
bull Focus is on building Knowledge Managementndash FAQs on the Intranet
bull Guidelines for identification of Problemsbull Problem Analysis methods (in Appendix)
ndash Kepner Tregoendash Ishikawa Diagrams
PROBLEM MANAGEMENT
CHANGE MANAGEMENT
bull Business Trendsbull Three Approval Issues
ndash Financialndash Technicalndash Business
CHANGE MANAGEMENT
bull Relationship to program management (PMO)bull Communication within the organisation
ndash FSC Forward Schedule of Changendash PSA Projected Service Availability
bull New emphasis on regressions and back-out strategybull Risk assessment stressed as part of priority allocationbull Change Models for standard proceduresbull PIR - Post Implementation Review
RELEASE MANAGEMENT
bull Revised process name for Software Control amp Distributionndash Software now hardware software and documentationndash Control now part of Configuration Managementndash Distribution now central part of Release Management
bull Awareness of possible problems that have been en countered
RELEASE MANAGEMENT
bull Three categories of releases1 minor (small enhancements amp fixes)2 major (new functionality)3 emergency (incidents urgent changes)bull Activities Roll-out planning amp communicationbull Tools amp Technology
CONFIGURATION MANAGEMENT
bull Activity Emphasis Planningbull Central function Change + Config + Releasebull Change and Configuration Management Plan (CampCM)bull New Process Role Configuration Librarianbull Scope hardware + software + documentationbull Terminology CMDB DSL and DHS
CONFIGURATION MANAGEMENT
bull Change in terminology1048713 Verification enhanced with Audits1048713 Baseline now Configuration Baselinebull License Management1048713 Relationship to Security Management1048713 Relationship to DSLbull Asset Management
CAPACITY MANAGEMENT
bull More emphasis on a business management perspective Reduced volume of technical how-to
bull Sub-processes1048713 Business Capacity Management1048713 Service Capacity Management1048713 Resource Capacity Managementbull Significant clarity on the principles activities planning and
implementation reporting metrics relationships and capacity plan contents
CAPACITY MANAGEMENT
IT SERVICES CONTINUITY MANAGEMENT
bull ITSCM is part of and supports the larger Business Continuity Management (BCM)
bull Scope of ITSCM1048713 OUT Business Recovery (part of BCM)1048713 IN all components (including non-IT) relevant to IT-Service
Continuitybull Business Impact Analysis identify minimal service levels for
critical business processesbull Management structure roles and responsibilities
AVAILABILTY MANAGEMENT
bull Significant improvement in clarity of process goal mission statement and scope without technical complications
bull Planning and design for high availability and recovery
AVAILABILTY MANAGEMENT
bull Thorough guidance on End-User Availability metrics and reporting
1048713 Vital Business Functions (VBFs)1048713 cost of UNavailabilitybull Comprehensive guidance for availability improvement ndash
analysis methods and techniques1048713 Component Failure Impact Analysis (CFIA)1048713 Service Outage Analysis (SOA)
SERVICE DELIVERY PROCESS MODEL
LEVELS OF SERVICE MANAGEMENT
bull Total service level management provides the most efficient way ndash to monitor service agreements (SLAs) and ndash to manage service objectives (SLOs) and enables more responsive
service provision
bull SLAs are contractual commitments between the providers and customers
bull SLOs are generalised service levels across a set of customers
bull Total service management automates the process of implementing measuring computing and reporting on SLAs and SLOs both in real-time and historically
bull Ensuring high service levels of service management helps reduce time maintain margins
bull Sources for service information vary widely and include applications servers and network equipment as well as other operational support applications such as trouble ticketing order handling and fault and performance management
SERVICE LEVEL MANAGEMENT PROCESS
TSM ndash PROCESS FLOW
TSM can be an easy task where
STEPS of TSM
Step 1 Audit amp Assessment - Discover document and assess the existing Industry infrastructure
Step 2 Remediation (if required) - Correct problems with existing infrastructure
Step 3 Performance Monitoring - Monitor and report on the performance of infrastructure
Step 4 Support - Support for staff on IT problems
Step 5 Operational Maintenance - Operate and Maintain Infrastructure
THANK YOU
WHY TSMVALUE CHAIN
Primary Activities
Inbound Logistics
Operations
Outbound Logistics
Marketing amp Sales
Services amp Maintenance
Support Activities
Administration Infrastructure
HRM
Technology (RampD)
Procurement
More Quality
Flexibility
Better Customer Service
TIM
E G
AIN
DESIRED EFFECIENCY
TOTAL SERVICE MANAGEMENT
bull Definition The aggregation and consolidation of all relevant service-level data in real-time into a single system which can then process and distribute this information to human operators and other systems is known as Total service Management
bull Measuring service levels across the organisation is a business process that requires processes organisational structures and specific applications
OUTCOMES OF TSM
bull Tidiness and cleanlinessbull Shorter throughput timesbull Space savingsbull Reduced costsbull More transparencybull High material availabilitybull Short search and find timesbull High value contribution less wastebull Motivation and higher staff satisfaction
TOTAL SERVICE MANAGEMENT LIFE-CYCLE
Service Desk
Service Delivery
Service Support
COMPONENTS OF TSM
TSM- SERVICE SUPPORT
Incident Management
Change Management
Configuration Management
Problem Management
Release Management
TSM- SERVICE DELIVERY
Service-level Management
Availability Management
Capacity Management
Financial Management
IT Service Continuity Management
INCIDENT MANAGEMENT
bull Incident Management is a process in its own right (owned and managed by the Service Desk)
bull Revised scope for incident definition (now includes service requests)
bull Clearer delineation between Incident Management and Problem Management
bull Clear description of the role of 2nd3rd nthbull line support (support groups)
INCIDENT MANAGEMENT
INCIDENT MANAGEMENT
bull Incident Management is a process in its own right (owned and managed by the Service Desk)
bull Revised scope for incident definition (now includes service requests)
bull Clearer delineation between Incident Management and Problem Management
bull Clear description of the role of 2nd3rd nthbull line support (support groups)
INCIDENT MANAGEMENT
bull Responsible for finding Resolutions and Work-arounds
PROBLEM MANAGEMENT
bull Revised description of Problem Controlndash identification and recordingndash Classificationndash investigation and diagnosis
bull Error Controlbull Specific proactive PM activities
ndash trend analysisndash targeting preventive action
PROBLEM MANAGEMENT
bull No more confusion between Problem Management and 2nd3rd line support
bull Focus is on building Knowledge Managementndash FAQs on the Intranet
bull Guidelines for identification of Problemsbull Problem Analysis methods (in Appendix)
ndash Kepner Tregoendash Ishikawa Diagrams
PROBLEM MANAGEMENT
CHANGE MANAGEMENT
bull Business Trendsbull Three Approval Issues
ndash Financialndash Technicalndash Business
CHANGE MANAGEMENT
bull Relationship to program management (PMO)bull Communication within the organisation
ndash FSC Forward Schedule of Changendash PSA Projected Service Availability
bull New emphasis on regressions and back-out strategybull Risk assessment stressed as part of priority allocationbull Change Models for standard proceduresbull PIR - Post Implementation Review
RELEASE MANAGEMENT
bull Revised process name for Software Control amp Distributionndash Software now hardware software and documentationndash Control now part of Configuration Managementndash Distribution now central part of Release Management
bull Awareness of possible problems that have been en countered
RELEASE MANAGEMENT
bull Three categories of releases1 minor (small enhancements amp fixes)2 major (new functionality)3 emergency (incidents urgent changes)bull Activities Roll-out planning amp communicationbull Tools amp Technology
CONFIGURATION MANAGEMENT
bull Activity Emphasis Planningbull Central function Change + Config + Releasebull Change and Configuration Management Plan (CampCM)bull New Process Role Configuration Librarianbull Scope hardware + software + documentationbull Terminology CMDB DSL and DHS
CONFIGURATION MANAGEMENT
bull Change in terminology1048713 Verification enhanced with Audits1048713 Baseline now Configuration Baselinebull License Management1048713 Relationship to Security Management1048713 Relationship to DSLbull Asset Management
CAPACITY MANAGEMENT
bull More emphasis on a business management perspective Reduced volume of technical how-to
bull Sub-processes1048713 Business Capacity Management1048713 Service Capacity Management1048713 Resource Capacity Managementbull Significant clarity on the principles activities planning and
implementation reporting metrics relationships and capacity plan contents
CAPACITY MANAGEMENT
IT SERVICES CONTINUITY MANAGEMENT
bull ITSCM is part of and supports the larger Business Continuity Management (BCM)
bull Scope of ITSCM1048713 OUT Business Recovery (part of BCM)1048713 IN all components (including non-IT) relevant to IT-Service
Continuitybull Business Impact Analysis identify minimal service levels for
critical business processesbull Management structure roles and responsibilities
AVAILABILTY MANAGEMENT
bull Significant improvement in clarity of process goal mission statement and scope without technical complications
bull Planning and design for high availability and recovery
AVAILABILTY MANAGEMENT
bull Thorough guidance on End-User Availability metrics and reporting
1048713 Vital Business Functions (VBFs)1048713 cost of UNavailabilitybull Comprehensive guidance for availability improvement ndash
analysis methods and techniques1048713 Component Failure Impact Analysis (CFIA)1048713 Service Outage Analysis (SOA)
SERVICE DELIVERY PROCESS MODEL
LEVELS OF SERVICE MANAGEMENT
bull Total service level management provides the most efficient way ndash to monitor service agreements (SLAs) and ndash to manage service objectives (SLOs) and enables more responsive
service provision
bull SLAs are contractual commitments between the providers and customers
bull SLOs are generalised service levels across a set of customers
bull Total service management automates the process of implementing measuring computing and reporting on SLAs and SLOs both in real-time and historically
bull Ensuring high service levels of service management helps reduce time maintain margins
bull Sources for service information vary widely and include applications servers and network equipment as well as other operational support applications such as trouble ticketing order handling and fault and performance management
SERVICE LEVEL MANAGEMENT PROCESS
TSM ndash PROCESS FLOW
TSM can be an easy task where
STEPS of TSM
Step 1 Audit amp Assessment - Discover document and assess the existing Industry infrastructure
Step 2 Remediation (if required) - Correct problems with existing infrastructure
Step 3 Performance Monitoring - Monitor and report on the performance of infrastructure
Step 4 Support - Support for staff on IT problems
Step 5 Operational Maintenance - Operate and Maintain Infrastructure
THANK YOU
More Quality
Flexibility
Better Customer Service
TIM
E G
AIN
DESIRED EFFECIENCY
TOTAL SERVICE MANAGEMENT
bull Definition The aggregation and consolidation of all relevant service-level data in real-time into a single system which can then process and distribute this information to human operators and other systems is known as Total service Management
bull Measuring service levels across the organisation is a business process that requires processes organisational structures and specific applications
OUTCOMES OF TSM
bull Tidiness and cleanlinessbull Shorter throughput timesbull Space savingsbull Reduced costsbull More transparencybull High material availabilitybull Short search and find timesbull High value contribution less wastebull Motivation and higher staff satisfaction
TOTAL SERVICE MANAGEMENT LIFE-CYCLE
Service Desk
Service Delivery
Service Support
COMPONENTS OF TSM
TSM- SERVICE SUPPORT
Incident Management
Change Management
Configuration Management
Problem Management
Release Management
TSM- SERVICE DELIVERY
Service-level Management
Availability Management
Capacity Management
Financial Management
IT Service Continuity Management
INCIDENT MANAGEMENT
bull Incident Management is a process in its own right (owned and managed by the Service Desk)
bull Revised scope for incident definition (now includes service requests)
bull Clearer delineation between Incident Management and Problem Management
bull Clear description of the role of 2nd3rd nthbull line support (support groups)
INCIDENT MANAGEMENT
INCIDENT MANAGEMENT
bull Incident Management is a process in its own right (owned and managed by the Service Desk)
bull Revised scope for incident definition (now includes service requests)
bull Clearer delineation between Incident Management and Problem Management
bull Clear description of the role of 2nd3rd nthbull line support (support groups)
INCIDENT MANAGEMENT
bull Responsible for finding Resolutions and Work-arounds
PROBLEM MANAGEMENT
bull Revised description of Problem Controlndash identification and recordingndash Classificationndash investigation and diagnosis
bull Error Controlbull Specific proactive PM activities
ndash trend analysisndash targeting preventive action
PROBLEM MANAGEMENT
bull No more confusion between Problem Management and 2nd3rd line support
bull Focus is on building Knowledge Managementndash FAQs on the Intranet
bull Guidelines for identification of Problemsbull Problem Analysis methods (in Appendix)
ndash Kepner Tregoendash Ishikawa Diagrams
PROBLEM MANAGEMENT
CHANGE MANAGEMENT
bull Business Trendsbull Three Approval Issues
ndash Financialndash Technicalndash Business
CHANGE MANAGEMENT
bull Relationship to program management (PMO)bull Communication within the organisation
ndash FSC Forward Schedule of Changendash PSA Projected Service Availability
bull New emphasis on regressions and back-out strategybull Risk assessment stressed as part of priority allocationbull Change Models for standard proceduresbull PIR - Post Implementation Review
RELEASE MANAGEMENT
bull Revised process name for Software Control amp Distributionndash Software now hardware software and documentationndash Control now part of Configuration Managementndash Distribution now central part of Release Management
bull Awareness of possible problems that have been en countered
RELEASE MANAGEMENT
bull Three categories of releases1 minor (small enhancements amp fixes)2 major (new functionality)3 emergency (incidents urgent changes)bull Activities Roll-out planning amp communicationbull Tools amp Technology
CONFIGURATION MANAGEMENT
bull Activity Emphasis Planningbull Central function Change + Config + Releasebull Change and Configuration Management Plan (CampCM)bull New Process Role Configuration Librarianbull Scope hardware + software + documentationbull Terminology CMDB DSL and DHS
CONFIGURATION MANAGEMENT
bull Change in terminology1048713 Verification enhanced with Audits1048713 Baseline now Configuration Baselinebull License Management1048713 Relationship to Security Management1048713 Relationship to DSLbull Asset Management
CAPACITY MANAGEMENT
bull More emphasis on a business management perspective Reduced volume of technical how-to
bull Sub-processes1048713 Business Capacity Management1048713 Service Capacity Management1048713 Resource Capacity Managementbull Significant clarity on the principles activities planning and
implementation reporting metrics relationships and capacity plan contents
CAPACITY MANAGEMENT
IT SERVICES CONTINUITY MANAGEMENT
bull ITSCM is part of and supports the larger Business Continuity Management (BCM)
bull Scope of ITSCM1048713 OUT Business Recovery (part of BCM)1048713 IN all components (including non-IT) relevant to IT-Service
Continuitybull Business Impact Analysis identify minimal service levels for
critical business processesbull Management structure roles and responsibilities
AVAILABILTY MANAGEMENT
bull Significant improvement in clarity of process goal mission statement and scope without technical complications
bull Planning and design for high availability and recovery
AVAILABILTY MANAGEMENT
bull Thorough guidance on End-User Availability metrics and reporting
1048713 Vital Business Functions (VBFs)1048713 cost of UNavailabilitybull Comprehensive guidance for availability improvement ndash
analysis methods and techniques1048713 Component Failure Impact Analysis (CFIA)1048713 Service Outage Analysis (SOA)
SERVICE DELIVERY PROCESS MODEL
LEVELS OF SERVICE MANAGEMENT
bull Total service level management provides the most efficient way ndash to monitor service agreements (SLAs) and ndash to manage service objectives (SLOs) and enables more responsive
service provision
bull SLAs are contractual commitments between the providers and customers
bull SLOs are generalised service levels across a set of customers
bull Total service management automates the process of implementing measuring computing and reporting on SLAs and SLOs both in real-time and historically
bull Ensuring high service levels of service management helps reduce time maintain margins
bull Sources for service information vary widely and include applications servers and network equipment as well as other operational support applications such as trouble ticketing order handling and fault and performance management
SERVICE LEVEL MANAGEMENT PROCESS
TSM ndash PROCESS FLOW
TSM can be an easy task where
STEPS of TSM
Step 1 Audit amp Assessment - Discover document and assess the existing Industry infrastructure
Step 2 Remediation (if required) - Correct problems with existing infrastructure
Step 3 Performance Monitoring - Monitor and report on the performance of infrastructure
Step 4 Support - Support for staff on IT problems
Step 5 Operational Maintenance - Operate and Maintain Infrastructure
THANK YOU
TOTAL SERVICE MANAGEMENT
bull Definition The aggregation and consolidation of all relevant service-level data in real-time into a single system which can then process and distribute this information to human operators and other systems is known as Total service Management
bull Measuring service levels across the organisation is a business process that requires processes organisational structures and specific applications
OUTCOMES OF TSM
bull Tidiness and cleanlinessbull Shorter throughput timesbull Space savingsbull Reduced costsbull More transparencybull High material availabilitybull Short search and find timesbull High value contribution less wastebull Motivation and higher staff satisfaction
TOTAL SERVICE MANAGEMENT LIFE-CYCLE
Service Desk
Service Delivery
Service Support
COMPONENTS OF TSM
TSM- SERVICE SUPPORT
Incident Management
Change Management
Configuration Management
Problem Management
Release Management
TSM- SERVICE DELIVERY
Service-level Management
Availability Management
Capacity Management
Financial Management
IT Service Continuity Management
INCIDENT MANAGEMENT
bull Incident Management is a process in its own right (owned and managed by the Service Desk)
bull Revised scope for incident definition (now includes service requests)
bull Clearer delineation between Incident Management and Problem Management
bull Clear description of the role of 2nd3rd nthbull line support (support groups)
INCIDENT MANAGEMENT
INCIDENT MANAGEMENT
bull Incident Management is a process in its own right (owned and managed by the Service Desk)
bull Revised scope for incident definition (now includes service requests)
bull Clearer delineation between Incident Management and Problem Management
bull Clear description of the role of 2nd3rd nthbull line support (support groups)
INCIDENT MANAGEMENT
bull Responsible for finding Resolutions and Work-arounds
PROBLEM MANAGEMENT
bull Revised description of Problem Controlndash identification and recordingndash Classificationndash investigation and diagnosis
bull Error Controlbull Specific proactive PM activities
ndash trend analysisndash targeting preventive action
PROBLEM MANAGEMENT
bull No more confusion between Problem Management and 2nd3rd line support
bull Focus is on building Knowledge Managementndash FAQs on the Intranet
bull Guidelines for identification of Problemsbull Problem Analysis methods (in Appendix)
ndash Kepner Tregoendash Ishikawa Diagrams
PROBLEM MANAGEMENT
CHANGE MANAGEMENT
bull Business Trendsbull Three Approval Issues
ndash Financialndash Technicalndash Business
CHANGE MANAGEMENT
bull Relationship to program management (PMO)bull Communication within the organisation
ndash FSC Forward Schedule of Changendash PSA Projected Service Availability
bull New emphasis on regressions and back-out strategybull Risk assessment stressed as part of priority allocationbull Change Models for standard proceduresbull PIR - Post Implementation Review
RELEASE MANAGEMENT
bull Revised process name for Software Control amp Distributionndash Software now hardware software and documentationndash Control now part of Configuration Managementndash Distribution now central part of Release Management
bull Awareness of possible problems that have been en countered
RELEASE MANAGEMENT
bull Three categories of releases1 minor (small enhancements amp fixes)2 major (new functionality)3 emergency (incidents urgent changes)bull Activities Roll-out planning amp communicationbull Tools amp Technology
CONFIGURATION MANAGEMENT
bull Activity Emphasis Planningbull Central function Change + Config + Releasebull Change and Configuration Management Plan (CampCM)bull New Process Role Configuration Librarianbull Scope hardware + software + documentationbull Terminology CMDB DSL and DHS
CONFIGURATION MANAGEMENT
bull Change in terminology1048713 Verification enhanced with Audits1048713 Baseline now Configuration Baselinebull License Management1048713 Relationship to Security Management1048713 Relationship to DSLbull Asset Management
CAPACITY MANAGEMENT
bull More emphasis on a business management perspective Reduced volume of technical how-to
bull Sub-processes1048713 Business Capacity Management1048713 Service Capacity Management1048713 Resource Capacity Managementbull Significant clarity on the principles activities planning and
implementation reporting metrics relationships and capacity plan contents
CAPACITY MANAGEMENT
IT SERVICES CONTINUITY MANAGEMENT
bull ITSCM is part of and supports the larger Business Continuity Management (BCM)
bull Scope of ITSCM1048713 OUT Business Recovery (part of BCM)1048713 IN all components (including non-IT) relevant to IT-Service
Continuitybull Business Impact Analysis identify minimal service levels for
critical business processesbull Management structure roles and responsibilities
AVAILABILTY MANAGEMENT
bull Significant improvement in clarity of process goal mission statement and scope without technical complications
bull Planning and design for high availability and recovery
AVAILABILTY MANAGEMENT
bull Thorough guidance on End-User Availability metrics and reporting
1048713 Vital Business Functions (VBFs)1048713 cost of UNavailabilitybull Comprehensive guidance for availability improvement ndash
analysis methods and techniques1048713 Component Failure Impact Analysis (CFIA)1048713 Service Outage Analysis (SOA)
SERVICE DELIVERY PROCESS MODEL
LEVELS OF SERVICE MANAGEMENT
bull Total service level management provides the most efficient way ndash to monitor service agreements (SLAs) and ndash to manage service objectives (SLOs) and enables more responsive
service provision
bull SLAs are contractual commitments between the providers and customers
bull SLOs are generalised service levels across a set of customers
bull Total service management automates the process of implementing measuring computing and reporting on SLAs and SLOs both in real-time and historically
bull Ensuring high service levels of service management helps reduce time maintain margins
bull Sources for service information vary widely and include applications servers and network equipment as well as other operational support applications such as trouble ticketing order handling and fault and performance management
SERVICE LEVEL MANAGEMENT PROCESS
TSM ndash PROCESS FLOW
TSM can be an easy task where
STEPS of TSM
Step 1 Audit amp Assessment - Discover document and assess the existing Industry infrastructure
Step 2 Remediation (if required) - Correct problems with existing infrastructure
Step 3 Performance Monitoring - Monitor and report on the performance of infrastructure
Step 4 Support - Support for staff on IT problems
Step 5 Operational Maintenance - Operate and Maintain Infrastructure
THANK YOU
OUTCOMES OF TSM
bull Tidiness and cleanlinessbull Shorter throughput timesbull Space savingsbull Reduced costsbull More transparencybull High material availabilitybull Short search and find timesbull High value contribution less wastebull Motivation and higher staff satisfaction
TOTAL SERVICE MANAGEMENT LIFE-CYCLE
Service Desk
Service Delivery
Service Support
COMPONENTS OF TSM
TSM- SERVICE SUPPORT
Incident Management
Change Management
Configuration Management
Problem Management
Release Management
TSM- SERVICE DELIVERY
Service-level Management
Availability Management
Capacity Management
Financial Management
IT Service Continuity Management
INCIDENT MANAGEMENT
bull Incident Management is a process in its own right (owned and managed by the Service Desk)
bull Revised scope for incident definition (now includes service requests)
bull Clearer delineation between Incident Management and Problem Management
bull Clear description of the role of 2nd3rd nthbull line support (support groups)
INCIDENT MANAGEMENT
INCIDENT MANAGEMENT
bull Incident Management is a process in its own right (owned and managed by the Service Desk)
bull Revised scope for incident definition (now includes service requests)
bull Clearer delineation between Incident Management and Problem Management
bull Clear description of the role of 2nd3rd nthbull line support (support groups)
INCIDENT MANAGEMENT
bull Responsible for finding Resolutions and Work-arounds
PROBLEM MANAGEMENT
bull Revised description of Problem Controlndash identification and recordingndash Classificationndash investigation and diagnosis
bull Error Controlbull Specific proactive PM activities
ndash trend analysisndash targeting preventive action
PROBLEM MANAGEMENT
bull No more confusion between Problem Management and 2nd3rd line support
bull Focus is on building Knowledge Managementndash FAQs on the Intranet
bull Guidelines for identification of Problemsbull Problem Analysis methods (in Appendix)
ndash Kepner Tregoendash Ishikawa Diagrams
PROBLEM MANAGEMENT
CHANGE MANAGEMENT
bull Business Trendsbull Three Approval Issues
ndash Financialndash Technicalndash Business
CHANGE MANAGEMENT
bull Relationship to program management (PMO)bull Communication within the organisation
ndash FSC Forward Schedule of Changendash PSA Projected Service Availability
bull New emphasis on regressions and back-out strategybull Risk assessment stressed as part of priority allocationbull Change Models for standard proceduresbull PIR - Post Implementation Review
RELEASE MANAGEMENT
bull Revised process name for Software Control amp Distributionndash Software now hardware software and documentationndash Control now part of Configuration Managementndash Distribution now central part of Release Management
bull Awareness of possible problems that have been en countered
RELEASE MANAGEMENT
bull Three categories of releases1 minor (small enhancements amp fixes)2 major (new functionality)3 emergency (incidents urgent changes)bull Activities Roll-out planning amp communicationbull Tools amp Technology
CONFIGURATION MANAGEMENT
bull Activity Emphasis Planningbull Central function Change + Config + Releasebull Change and Configuration Management Plan (CampCM)bull New Process Role Configuration Librarianbull Scope hardware + software + documentationbull Terminology CMDB DSL and DHS
CONFIGURATION MANAGEMENT
bull Change in terminology1048713 Verification enhanced with Audits1048713 Baseline now Configuration Baselinebull License Management1048713 Relationship to Security Management1048713 Relationship to DSLbull Asset Management
CAPACITY MANAGEMENT
bull More emphasis on a business management perspective Reduced volume of technical how-to
bull Sub-processes1048713 Business Capacity Management1048713 Service Capacity Management1048713 Resource Capacity Managementbull Significant clarity on the principles activities planning and
implementation reporting metrics relationships and capacity plan contents
CAPACITY MANAGEMENT
IT SERVICES CONTINUITY MANAGEMENT
bull ITSCM is part of and supports the larger Business Continuity Management (BCM)
bull Scope of ITSCM1048713 OUT Business Recovery (part of BCM)1048713 IN all components (including non-IT) relevant to IT-Service
Continuitybull Business Impact Analysis identify minimal service levels for
critical business processesbull Management structure roles and responsibilities
AVAILABILTY MANAGEMENT
bull Significant improvement in clarity of process goal mission statement and scope without technical complications
bull Planning and design for high availability and recovery
AVAILABILTY MANAGEMENT
bull Thorough guidance on End-User Availability metrics and reporting
1048713 Vital Business Functions (VBFs)1048713 cost of UNavailabilitybull Comprehensive guidance for availability improvement ndash
analysis methods and techniques1048713 Component Failure Impact Analysis (CFIA)1048713 Service Outage Analysis (SOA)
SERVICE DELIVERY PROCESS MODEL
LEVELS OF SERVICE MANAGEMENT
bull Total service level management provides the most efficient way ndash to monitor service agreements (SLAs) and ndash to manage service objectives (SLOs) and enables more responsive
service provision
bull SLAs are contractual commitments between the providers and customers
bull SLOs are generalised service levels across a set of customers
bull Total service management automates the process of implementing measuring computing and reporting on SLAs and SLOs both in real-time and historically
bull Ensuring high service levels of service management helps reduce time maintain margins
bull Sources for service information vary widely and include applications servers and network equipment as well as other operational support applications such as trouble ticketing order handling and fault and performance management
SERVICE LEVEL MANAGEMENT PROCESS
TSM ndash PROCESS FLOW
TSM can be an easy task where
STEPS of TSM
Step 1 Audit amp Assessment - Discover document and assess the existing Industry infrastructure
Step 2 Remediation (if required) - Correct problems with existing infrastructure
Step 3 Performance Monitoring - Monitor and report on the performance of infrastructure
Step 4 Support - Support for staff on IT problems
Step 5 Operational Maintenance - Operate and Maintain Infrastructure
THANK YOU
TOTAL SERVICE MANAGEMENT LIFE-CYCLE
Service Desk
Service Delivery
Service Support
COMPONENTS OF TSM
TSM- SERVICE SUPPORT
Incident Management
Change Management
Configuration Management
Problem Management
Release Management
TSM- SERVICE DELIVERY
Service-level Management
Availability Management
Capacity Management
Financial Management
IT Service Continuity Management
INCIDENT MANAGEMENT
bull Incident Management is a process in its own right (owned and managed by the Service Desk)
bull Revised scope for incident definition (now includes service requests)
bull Clearer delineation between Incident Management and Problem Management
bull Clear description of the role of 2nd3rd nthbull line support (support groups)
INCIDENT MANAGEMENT
INCIDENT MANAGEMENT
bull Incident Management is a process in its own right (owned and managed by the Service Desk)
bull Revised scope for incident definition (now includes service requests)
bull Clearer delineation between Incident Management and Problem Management
bull Clear description of the role of 2nd3rd nthbull line support (support groups)
INCIDENT MANAGEMENT
bull Responsible for finding Resolutions and Work-arounds
PROBLEM MANAGEMENT
bull Revised description of Problem Controlndash identification and recordingndash Classificationndash investigation and diagnosis
bull Error Controlbull Specific proactive PM activities
ndash trend analysisndash targeting preventive action
PROBLEM MANAGEMENT
bull No more confusion between Problem Management and 2nd3rd line support
bull Focus is on building Knowledge Managementndash FAQs on the Intranet
bull Guidelines for identification of Problemsbull Problem Analysis methods (in Appendix)
ndash Kepner Tregoendash Ishikawa Diagrams
PROBLEM MANAGEMENT
CHANGE MANAGEMENT
bull Business Trendsbull Three Approval Issues
ndash Financialndash Technicalndash Business
CHANGE MANAGEMENT
bull Relationship to program management (PMO)bull Communication within the organisation
ndash FSC Forward Schedule of Changendash PSA Projected Service Availability
bull New emphasis on regressions and back-out strategybull Risk assessment stressed as part of priority allocationbull Change Models for standard proceduresbull PIR - Post Implementation Review
RELEASE MANAGEMENT
bull Revised process name for Software Control amp Distributionndash Software now hardware software and documentationndash Control now part of Configuration Managementndash Distribution now central part of Release Management
bull Awareness of possible problems that have been en countered
RELEASE MANAGEMENT
bull Three categories of releases1 minor (small enhancements amp fixes)2 major (new functionality)3 emergency (incidents urgent changes)bull Activities Roll-out planning amp communicationbull Tools amp Technology
CONFIGURATION MANAGEMENT
bull Activity Emphasis Planningbull Central function Change + Config + Releasebull Change and Configuration Management Plan (CampCM)bull New Process Role Configuration Librarianbull Scope hardware + software + documentationbull Terminology CMDB DSL and DHS
CONFIGURATION MANAGEMENT
bull Change in terminology1048713 Verification enhanced with Audits1048713 Baseline now Configuration Baselinebull License Management1048713 Relationship to Security Management1048713 Relationship to DSLbull Asset Management
CAPACITY MANAGEMENT
bull More emphasis on a business management perspective Reduced volume of technical how-to
bull Sub-processes1048713 Business Capacity Management1048713 Service Capacity Management1048713 Resource Capacity Managementbull Significant clarity on the principles activities planning and
implementation reporting metrics relationships and capacity plan contents
CAPACITY MANAGEMENT
IT SERVICES CONTINUITY MANAGEMENT
bull ITSCM is part of and supports the larger Business Continuity Management (BCM)
bull Scope of ITSCM1048713 OUT Business Recovery (part of BCM)1048713 IN all components (including non-IT) relevant to IT-Service
Continuitybull Business Impact Analysis identify minimal service levels for
critical business processesbull Management structure roles and responsibilities
AVAILABILTY MANAGEMENT
bull Significant improvement in clarity of process goal mission statement and scope without technical complications
bull Planning and design for high availability and recovery
AVAILABILTY MANAGEMENT
bull Thorough guidance on End-User Availability metrics and reporting
1048713 Vital Business Functions (VBFs)1048713 cost of UNavailabilitybull Comprehensive guidance for availability improvement ndash
analysis methods and techniques1048713 Component Failure Impact Analysis (CFIA)1048713 Service Outage Analysis (SOA)
SERVICE DELIVERY PROCESS MODEL
LEVELS OF SERVICE MANAGEMENT
bull Total service level management provides the most efficient way ndash to monitor service agreements (SLAs) and ndash to manage service objectives (SLOs) and enables more responsive
service provision
bull SLAs are contractual commitments between the providers and customers
bull SLOs are generalised service levels across a set of customers
bull Total service management automates the process of implementing measuring computing and reporting on SLAs and SLOs both in real-time and historically
bull Ensuring high service levels of service management helps reduce time maintain margins
bull Sources for service information vary widely and include applications servers and network equipment as well as other operational support applications such as trouble ticketing order handling and fault and performance management
SERVICE LEVEL MANAGEMENT PROCESS
TSM ndash PROCESS FLOW
TSM can be an easy task where
STEPS of TSM
Step 1 Audit amp Assessment - Discover document and assess the existing Industry infrastructure
Step 2 Remediation (if required) - Correct problems with existing infrastructure
Step 3 Performance Monitoring - Monitor and report on the performance of infrastructure
Step 4 Support - Support for staff on IT problems
Step 5 Operational Maintenance - Operate and Maintain Infrastructure
THANK YOU
Service Desk
Service Delivery
Service Support
COMPONENTS OF TSM
TSM- SERVICE SUPPORT
Incident Management
Change Management
Configuration Management
Problem Management
Release Management
TSM- SERVICE DELIVERY
Service-level Management
Availability Management
Capacity Management
Financial Management
IT Service Continuity Management
INCIDENT MANAGEMENT
bull Incident Management is a process in its own right (owned and managed by the Service Desk)
bull Revised scope for incident definition (now includes service requests)
bull Clearer delineation between Incident Management and Problem Management
bull Clear description of the role of 2nd3rd nthbull line support (support groups)
INCIDENT MANAGEMENT
INCIDENT MANAGEMENT
bull Incident Management is a process in its own right (owned and managed by the Service Desk)
bull Revised scope for incident definition (now includes service requests)
bull Clearer delineation between Incident Management and Problem Management
bull Clear description of the role of 2nd3rd nthbull line support (support groups)
INCIDENT MANAGEMENT
bull Responsible for finding Resolutions and Work-arounds
PROBLEM MANAGEMENT
bull Revised description of Problem Controlndash identification and recordingndash Classificationndash investigation and diagnosis
bull Error Controlbull Specific proactive PM activities
ndash trend analysisndash targeting preventive action
PROBLEM MANAGEMENT
bull No more confusion between Problem Management and 2nd3rd line support
bull Focus is on building Knowledge Managementndash FAQs on the Intranet
bull Guidelines for identification of Problemsbull Problem Analysis methods (in Appendix)
ndash Kepner Tregoendash Ishikawa Diagrams
PROBLEM MANAGEMENT
CHANGE MANAGEMENT
bull Business Trendsbull Three Approval Issues
ndash Financialndash Technicalndash Business
CHANGE MANAGEMENT
bull Relationship to program management (PMO)bull Communication within the organisation
ndash FSC Forward Schedule of Changendash PSA Projected Service Availability
bull New emphasis on regressions and back-out strategybull Risk assessment stressed as part of priority allocationbull Change Models for standard proceduresbull PIR - Post Implementation Review
RELEASE MANAGEMENT
bull Revised process name for Software Control amp Distributionndash Software now hardware software and documentationndash Control now part of Configuration Managementndash Distribution now central part of Release Management
bull Awareness of possible problems that have been en countered
RELEASE MANAGEMENT
bull Three categories of releases1 minor (small enhancements amp fixes)2 major (new functionality)3 emergency (incidents urgent changes)bull Activities Roll-out planning amp communicationbull Tools amp Technology
CONFIGURATION MANAGEMENT
bull Activity Emphasis Planningbull Central function Change + Config + Releasebull Change and Configuration Management Plan (CampCM)bull New Process Role Configuration Librarianbull Scope hardware + software + documentationbull Terminology CMDB DSL and DHS
CONFIGURATION MANAGEMENT
bull Change in terminology1048713 Verification enhanced with Audits1048713 Baseline now Configuration Baselinebull License Management1048713 Relationship to Security Management1048713 Relationship to DSLbull Asset Management
CAPACITY MANAGEMENT
bull More emphasis on a business management perspective Reduced volume of technical how-to
bull Sub-processes1048713 Business Capacity Management1048713 Service Capacity Management1048713 Resource Capacity Managementbull Significant clarity on the principles activities planning and
implementation reporting metrics relationships and capacity plan contents
CAPACITY MANAGEMENT
IT SERVICES CONTINUITY MANAGEMENT
bull ITSCM is part of and supports the larger Business Continuity Management (BCM)
bull Scope of ITSCM1048713 OUT Business Recovery (part of BCM)1048713 IN all components (including non-IT) relevant to IT-Service
Continuitybull Business Impact Analysis identify minimal service levels for
critical business processesbull Management structure roles and responsibilities
AVAILABILTY MANAGEMENT
bull Significant improvement in clarity of process goal mission statement and scope without technical complications
bull Planning and design for high availability and recovery
AVAILABILTY MANAGEMENT
bull Thorough guidance on End-User Availability metrics and reporting
1048713 Vital Business Functions (VBFs)1048713 cost of UNavailabilitybull Comprehensive guidance for availability improvement ndash
analysis methods and techniques1048713 Component Failure Impact Analysis (CFIA)1048713 Service Outage Analysis (SOA)
SERVICE DELIVERY PROCESS MODEL
LEVELS OF SERVICE MANAGEMENT
bull Total service level management provides the most efficient way ndash to monitor service agreements (SLAs) and ndash to manage service objectives (SLOs) and enables more responsive
service provision
bull SLAs are contractual commitments between the providers and customers
bull SLOs are generalised service levels across a set of customers
bull Total service management automates the process of implementing measuring computing and reporting on SLAs and SLOs both in real-time and historically
bull Ensuring high service levels of service management helps reduce time maintain margins
bull Sources for service information vary widely and include applications servers and network equipment as well as other operational support applications such as trouble ticketing order handling and fault and performance management
SERVICE LEVEL MANAGEMENT PROCESS
TSM ndash PROCESS FLOW
TSM can be an easy task where
STEPS of TSM
Step 1 Audit amp Assessment - Discover document and assess the existing Industry infrastructure
Step 2 Remediation (if required) - Correct problems with existing infrastructure
Step 3 Performance Monitoring - Monitor and report on the performance of infrastructure
Step 4 Support - Support for staff on IT problems
Step 5 Operational Maintenance - Operate and Maintain Infrastructure
THANK YOU
TSM- SERVICE SUPPORT
Incident Management
Change Management
Configuration Management
Problem Management
Release Management
TSM- SERVICE DELIVERY
Service-level Management
Availability Management
Capacity Management
Financial Management
IT Service Continuity Management
INCIDENT MANAGEMENT
bull Incident Management is a process in its own right (owned and managed by the Service Desk)
bull Revised scope for incident definition (now includes service requests)
bull Clearer delineation between Incident Management and Problem Management
bull Clear description of the role of 2nd3rd nthbull line support (support groups)
INCIDENT MANAGEMENT
INCIDENT MANAGEMENT
bull Incident Management is a process in its own right (owned and managed by the Service Desk)
bull Revised scope for incident definition (now includes service requests)
bull Clearer delineation between Incident Management and Problem Management
bull Clear description of the role of 2nd3rd nthbull line support (support groups)
INCIDENT MANAGEMENT
bull Responsible for finding Resolutions and Work-arounds
PROBLEM MANAGEMENT
bull Revised description of Problem Controlndash identification and recordingndash Classificationndash investigation and diagnosis
bull Error Controlbull Specific proactive PM activities
ndash trend analysisndash targeting preventive action
PROBLEM MANAGEMENT
bull No more confusion between Problem Management and 2nd3rd line support
bull Focus is on building Knowledge Managementndash FAQs on the Intranet
bull Guidelines for identification of Problemsbull Problem Analysis methods (in Appendix)
ndash Kepner Tregoendash Ishikawa Diagrams
PROBLEM MANAGEMENT
CHANGE MANAGEMENT
bull Business Trendsbull Three Approval Issues
ndash Financialndash Technicalndash Business
CHANGE MANAGEMENT
bull Relationship to program management (PMO)bull Communication within the organisation
ndash FSC Forward Schedule of Changendash PSA Projected Service Availability
bull New emphasis on regressions and back-out strategybull Risk assessment stressed as part of priority allocationbull Change Models for standard proceduresbull PIR - Post Implementation Review
RELEASE MANAGEMENT
bull Revised process name for Software Control amp Distributionndash Software now hardware software and documentationndash Control now part of Configuration Managementndash Distribution now central part of Release Management
bull Awareness of possible problems that have been en countered
RELEASE MANAGEMENT
bull Three categories of releases1 minor (small enhancements amp fixes)2 major (new functionality)3 emergency (incidents urgent changes)bull Activities Roll-out planning amp communicationbull Tools amp Technology
CONFIGURATION MANAGEMENT
bull Activity Emphasis Planningbull Central function Change + Config + Releasebull Change and Configuration Management Plan (CampCM)bull New Process Role Configuration Librarianbull Scope hardware + software + documentationbull Terminology CMDB DSL and DHS
CONFIGURATION MANAGEMENT
bull Change in terminology1048713 Verification enhanced with Audits1048713 Baseline now Configuration Baselinebull License Management1048713 Relationship to Security Management1048713 Relationship to DSLbull Asset Management
CAPACITY MANAGEMENT
bull More emphasis on a business management perspective Reduced volume of technical how-to
bull Sub-processes1048713 Business Capacity Management1048713 Service Capacity Management1048713 Resource Capacity Managementbull Significant clarity on the principles activities planning and
implementation reporting metrics relationships and capacity plan contents
CAPACITY MANAGEMENT
IT SERVICES CONTINUITY MANAGEMENT
bull ITSCM is part of and supports the larger Business Continuity Management (BCM)
bull Scope of ITSCM1048713 OUT Business Recovery (part of BCM)1048713 IN all components (including non-IT) relevant to IT-Service
Continuitybull Business Impact Analysis identify minimal service levels for
critical business processesbull Management structure roles and responsibilities
AVAILABILTY MANAGEMENT
bull Significant improvement in clarity of process goal mission statement and scope without technical complications
bull Planning and design for high availability and recovery
AVAILABILTY MANAGEMENT
bull Thorough guidance on End-User Availability metrics and reporting
1048713 Vital Business Functions (VBFs)1048713 cost of UNavailabilitybull Comprehensive guidance for availability improvement ndash
analysis methods and techniques1048713 Component Failure Impact Analysis (CFIA)1048713 Service Outage Analysis (SOA)
SERVICE DELIVERY PROCESS MODEL
LEVELS OF SERVICE MANAGEMENT
bull Total service level management provides the most efficient way ndash to monitor service agreements (SLAs) and ndash to manage service objectives (SLOs) and enables more responsive
service provision
bull SLAs are contractual commitments between the providers and customers
bull SLOs are generalised service levels across a set of customers
bull Total service management automates the process of implementing measuring computing and reporting on SLAs and SLOs both in real-time and historically
bull Ensuring high service levels of service management helps reduce time maintain margins
bull Sources for service information vary widely and include applications servers and network equipment as well as other operational support applications such as trouble ticketing order handling and fault and performance management
SERVICE LEVEL MANAGEMENT PROCESS
TSM ndash PROCESS FLOW
TSM can be an easy task where
STEPS of TSM
Step 1 Audit amp Assessment - Discover document and assess the existing Industry infrastructure
Step 2 Remediation (if required) - Correct problems with existing infrastructure
Step 3 Performance Monitoring - Monitor and report on the performance of infrastructure
Step 4 Support - Support for staff on IT problems
Step 5 Operational Maintenance - Operate and Maintain Infrastructure
THANK YOU
TSM- SERVICE DELIVERY
Service-level Management
Availability Management
Capacity Management
Financial Management
IT Service Continuity Management
INCIDENT MANAGEMENT
bull Incident Management is a process in its own right (owned and managed by the Service Desk)
bull Revised scope for incident definition (now includes service requests)
bull Clearer delineation between Incident Management and Problem Management
bull Clear description of the role of 2nd3rd nthbull line support (support groups)
INCIDENT MANAGEMENT
INCIDENT MANAGEMENT
bull Incident Management is a process in its own right (owned and managed by the Service Desk)
bull Revised scope for incident definition (now includes service requests)
bull Clearer delineation between Incident Management and Problem Management
bull Clear description of the role of 2nd3rd nthbull line support (support groups)
INCIDENT MANAGEMENT
bull Responsible for finding Resolutions and Work-arounds
PROBLEM MANAGEMENT
bull Revised description of Problem Controlndash identification and recordingndash Classificationndash investigation and diagnosis
bull Error Controlbull Specific proactive PM activities
ndash trend analysisndash targeting preventive action
PROBLEM MANAGEMENT
bull No more confusion between Problem Management and 2nd3rd line support
bull Focus is on building Knowledge Managementndash FAQs on the Intranet
bull Guidelines for identification of Problemsbull Problem Analysis methods (in Appendix)
ndash Kepner Tregoendash Ishikawa Diagrams
PROBLEM MANAGEMENT
CHANGE MANAGEMENT
bull Business Trendsbull Three Approval Issues
ndash Financialndash Technicalndash Business
CHANGE MANAGEMENT
bull Relationship to program management (PMO)bull Communication within the organisation
ndash FSC Forward Schedule of Changendash PSA Projected Service Availability
bull New emphasis on regressions and back-out strategybull Risk assessment stressed as part of priority allocationbull Change Models for standard proceduresbull PIR - Post Implementation Review
RELEASE MANAGEMENT
bull Revised process name for Software Control amp Distributionndash Software now hardware software and documentationndash Control now part of Configuration Managementndash Distribution now central part of Release Management
bull Awareness of possible problems that have been en countered
RELEASE MANAGEMENT
bull Three categories of releases1 minor (small enhancements amp fixes)2 major (new functionality)3 emergency (incidents urgent changes)bull Activities Roll-out planning amp communicationbull Tools amp Technology
CONFIGURATION MANAGEMENT
bull Activity Emphasis Planningbull Central function Change + Config + Releasebull Change and Configuration Management Plan (CampCM)bull New Process Role Configuration Librarianbull Scope hardware + software + documentationbull Terminology CMDB DSL and DHS
CONFIGURATION MANAGEMENT
bull Change in terminology1048713 Verification enhanced with Audits1048713 Baseline now Configuration Baselinebull License Management1048713 Relationship to Security Management1048713 Relationship to DSLbull Asset Management
CAPACITY MANAGEMENT
bull More emphasis on a business management perspective Reduced volume of technical how-to
bull Sub-processes1048713 Business Capacity Management1048713 Service Capacity Management1048713 Resource Capacity Managementbull Significant clarity on the principles activities planning and
implementation reporting metrics relationships and capacity plan contents
CAPACITY MANAGEMENT
IT SERVICES CONTINUITY MANAGEMENT
bull ITSCM is part of and supports the larger Business Continuity Management (BCM)
bull Scope of ITSCM1048713 OUT Business Recovery (part of BCM)1048713 IN all components (including non-IT) relevant to IT-Service
Continuitybull Business Impact Analysis identify minimal service levels for
critical business processesbull Management structure roles and responsibilities
AVAILABILTY MANAGEMENT
bull Significant improvement in clarity of process goal mission statement and scope without technical complications
bull Planning and design for high availability and recovery
AVAILABILTY MANAGEMENT
bull Thorough guidance on End-User Availability metrics and reporting
1048713 Vital Business Functions (VBFs)1048713 cost of UNavailabilitybull Comprehensive guidance for availability improvement ndash
analysis methods and techniques1048713 Component Failure Impact Analysis (CFIA)1048713 Service Outage Analysis (SOA)
SERVICE DELIVERY PROCESS MODEL
LEVELS OF SERVICE MANAGEMENT
bull Total service level management provides the most efficient way ndash to monitor service agreements (SLAs) and ndash to manage service objectives (SLOs) and enables more responsive
service provision
bull SLAs are contractual commitments between the providers and customers
bull SLOs are generalised service levels across a set of customers
bull Total service management automates the process of implementing measuring computing and reporting on SLAs and SLOs both in real-time and historically
bull Ensuring high service levels of service management helps reduce time maintain margins
bull Sources for service information vary widely and include applications servers and network equipment as well as other operational support applications such as trouble ticketing order handling and fault and performance management
SERVICE LEVEL MANAGEMENT PROCESS
TSM ndash PROCESS FLOW
TSM can be an easy task where
STEPS of TSM
Step 1 Audit amp Assessment - Discover document and assess the existing Industry infrastructure
Step 2 Remediation (if required) - Correct problems with existing infrastructure
Step 3 Performance Monitoring - Monitor and report on the performance of infrastructure
Step 4 Support - Support for staff on IT problems
Step 5 Operational Maintenance - Operate and Maintain Infrastructure
THANK YOU
INCIDENT MANAGEMENT
bull Incident Management is a process in its own right (owned and managed by the Service Desk)
bull Revised scope for incident definition (now includes service requests)
bull Clearer delineation between Incident Management and Problem Management
bull Clear description of the role of 2nd3rd nthbull line support (support groups)
INCIDENT MANAGEMENT
INCIDENT MANAGEMENT
bull Incident Management is a process in its own right (owned and managed by the Service Desk)
bull Revised scope for incident definition (now includes service requests)
bull Clearer delineation between Incident Management and Problem Management
bull Clear description of the role of 2nd3rd nthbull line support (support groups)
INCIDENT MANAGEMENT
bull Responsible for finding Resolutions and Work-arounds
PROBLEM MANAGEMENT
bull Revised description of Problem Controlndash identification and recordingndash Classificationndash investigation and diagnosis
bull Error Controlbull Specific proactive PM activities
ndash trend analysisndash targeting preventive action
PROBLEM MANAGEMENT
bull No more confusion between Problem Management and 2nd3rd line support
bull Focus is on building Knowledge Managementndash FAQs on the Intranet
bull Guidelines for identification of Problemsbull Problem Analysis methods (in Appendix)
ndash Kepner Tregoendash Ishikawa Diagrams
PROBLEM MANAGEMENT
CHANGE MANAGEMENT
bull Business Trendsbull Three Approval Issues
ndash Financialndash Technicalndash Business
CHANGE MANAGEMENT
bull Relationship to program management (PMO)bull Communication within the organisation
ndash FSC Forward Schedule of Changendash PSA Projected Service Availability
bull New emphasis on regressions and back-out strategybull Risk assessment stressed as part of priority allocationbull Change Models for standard proceduresbull PIR - Post Implementation Review
RELEASE MANAGEMENT
bull Revised process name for Software Control amp Distributionndash Software now hardware software and documentationndash Control now part of Configuration Managementndash Distribution now central part of Release Management
bull Awareness of possible problems that have been en countered
RELEASE MANAGEMENT
bull Three categories of releases1 minor (small enhancements amp fixes)2 major (new functionality)3 emergency (incidents urgent changes)bull Activities Roll-out planning amp communicationbull Tools amp Technology
CONFIGURATION MANAGEMENT
bull Activity Emphasis Planningbull Central function Change + Config + Releasebull Change and Configuration Management Plan (CampCM)bull New Process Role Configuration Librarianbull Scope hardware + software + documentationbull Terminology CMDB DSL and DHS
CONFIGURATION MANAGEMENT
bull Change in terminology1048713 Verification enhanced with Audits1048713 Baseline now Configuration Baselinebull License Management1048713 Relationship to Security Management1048713 Relationship to DSLbull Asset Management
CAPACITY MANAGEMENT
bull More emphasis on a business management perspective Reduced volume of technical how-to
bull Sub-processes1048713 Business Capacity Management1048713 Service Capacity Management1048713 Resource Capacity Managementbull Significant clarity on the principles activities planning and
implementation reporting metrics relationships and capacity plan contents
CAPACITY MANAGEMENT
IT SERVICES CONTINUITY MANAGEMENT
bull ITSCM is part of and supports the larger Business Continuity Management (BCM)
bull Scope of ITSCM1048713 OUT Business Recovery (part of BCM)1048713 IN all components (including non-IT) relevant to IT-Service
Continuitybull Business Impact Analysis identify minimal service levels for
critical business processesbull Management structure roles and responsibilities
AVAILABILTY MANAGEMENT
bull Significant improvement in clarity of process goal mission statement and scope without technical complications
bull Planning and design for high availability and recovery
AVAILABILTY MANAGEMENT
bull Thorough guidance on End-User Availability metrics and reporting
1048713 Vital Business Functions (VBFs)1048713 cost of UNavailabilitybull Comprehensive guidance for availability improvement ndash
analysis methods and techniques1048713 Component Failure Impact Analysis (CFIA)1048713 Service Outage Analysis (SOA)
SERVICE DELIVERY PROCESS MODEL
LEVELS OF SERVICE MANAGEMENT
bull Total service level management provides the most efficient way ndash to monitor service agreements (SLAs) and ndash to manage service objectives (SLOs) and enables more responsive
service provision
bull SLAs are contractual commitments between the providers and customers
bull SLOs are generalised service levels across a set of customers
bull Total service management automates the process of implementing measuring computing and reporting on SLAs and SLOs both in real-time and historically
bull Ensuring high service levels of service management helps reduce time maintain margins
bull Sources for service information vary widely and include applications servers and network equipment as well as other operational support applications such as trouble ticketing order handling and fault and performance management
SERVICE LEVEL MANAGEMENT PROCESS
TSM ndash PROCESS FLOW
TSM can be an easy task where
STEPS of TSM
Step 1 Audit amp Assessment - Discover document and assess the existing Industry infrastructure
Step 2 Remediation (if required) - Correct problems with existing infrastructure
Step 3 Performance Monitoring - Monitor and report on the performance of infrastructure
Step 4 Support - Support for staff on IT problems
Step 5 Operational Maintenance - Operate and Maintain Infrastructure
THANK YOU
INCIDENT MANAGEMENT
INCIDENT MANAGEMENT
bull Incident Management is a process in its own right (owned and managed by the Service Desk)
bull Revised scope for incident definition (now includes service requests)
bull Clearer delineation between Incident Management and Problem Management
bull Clear description of the role of 2nd3rd nthbull line support (support groups)
INCIDENT MANAGEMENT
bull Responsible for finding Resolutions and Work-arounds
PROBLEM MANAGEMENT
bull Revised description of Problem Controlndash identification and recordingndash Classificationndash investigation and diagnosis
bull Error Controlbull Specific proactive PM activities
ndash trend analysisndash targeting preventive action
PROBLEM MANAGEMENT
bull No more confusion between Problem Management and 2nd3rd line support
bull Focus is on building Knowledge Managementndash FAQs on the Intranet
bull Guidelines for identification of Problemsbull Problem Analysis methods (in Appendix)
ndash Kepner Tregoendash Ishikawa Diagrams
PROBLEM MANAGEMENT
CHANGE MANAGEMENT
bull Business Trendsbull Three Approval Issues
ndash Financialndash Technicalndash Business
CHANGE MANAGEMENT
bull Relationship to program management (PMO)bull Communication within the organisation
ndash FSC Forward Schedule of Changendash PSA Projected Service Availability
bull New emphasis on regressions and back-out strategybull Risk assessment stressed as part of priority allocationbull Change Models for standard proceduresbull PIR - Post Implementation Review
RELEASE MANAGEMENT
bull Revised process name for Software Control amp Distributionndash Software now hardware software and documentationndash Control now part of Configuration Managementndash Distribution now central part of Release Management
bull Awareness of possible problems that have been en countered
RELEASE MANAGEMENT
bull Three categories of releases1 minor (small enhancements amp fixes)2 major (new functionality)3 emergency (incidents urgent changes)bull Activities Roll-out planning amp communicationbull Tools amp Technology
CONFIGURATION MANAGEMENT
bull Activity Emphasis Planningbull Central function Change + Config + Releasebull Change and Configuration Management Plan (CampCM)bull New Process Role Configuration Librarianbull Scope hardware + software + documentationbull Terminology CMDB DSL and DHS
CONFIGURATION MANAGEMENT
bull Change in terminology1048713 Verification enhanced with Audits1048713 Baseline now Configuration Baselinebull License Management1048713 Relationship to Security Management1048713 Relationship to DSLbull Asset Management
CAPACITY MANAGEMENT
bull More emphasis on a business management perspective Reduced volume of technical how-to
bull Sub-processes1048713 Business Capacity Management1048713 Service Capacity Management1048713 Resource Capacity Managementbull Significant clarity on the principles activities planning and
implementation reporting metrics relationships and capacity plan contents
CAPACITY MANAGEMENT
IT SERVICES CONTINUITY MANAGEMENT
bull ITSCM is part of and supports the larger Business Continuity Management (BCM)
bull Scope of ITSCM1048713 OUT Business Recovery (part of BCM)1048713 IN all components (including non-IT) relevant to IT-Service
Continuitybull Business Impact Analysis identify minimal service levels for
critical business processesbull Management structure roles and responsibilities
AVAILABILTY MANAGEMENT
bull Significant improvement in clarity of process goal mission statement and scope without technical complications
bull Planning and design for high availability and recovery
AVAILABILTY MANAGEMENT
bull Thorough guidance on End-User Availability metrics and reporting
1048713 Vital Business Functions (VBFs)1048713 cost of UNavailabilitybull Comprehensive guidance for availability improvement ndash
analysis methods and techniques1048713 Component Failure Impact Analysis (CFIA)1048713 Service Outage Analysis (SOA)
SERVICE DELIVERY PROCESS MODEL
LEVELS OF SERVICE MANAGEMENT
bull Total service level management provides the most efficient way ndash to monitor service agreements (SLAs) and ndash to manage service objectives (SLOs) and enables more responsive
service provision
bull SLAs are contractual commitments between the providers and customers
bull SLOs are generalised service levels across a set of customers
bull Total service management automates the process of implementing measuring computing and reporting on SLAs and SLOs both in real-time and historically
bull Ensuring high service levels of service management helps reduce time maintain margins
bull Sources for service information vary widely and include applications servers and network equipment as well as other operational support applications such as trouble ticketing order handling and fault and performance management
SERVICE LEVEL MANAGEMENT PROCESS
TSM ndash PROCESS FLOW
TSM can be an easy task where
STEPS of TSM
Step 1 Audit amp Assessment - Discover document and assess the existing Industry infrastructure
Step 2 Remediation (if required) - Correct problems with existing infrastructure
Step 3 Performance Monitoring - Monitor and report on the performance of infrastructure
Step 4 Support - Support for staff on IT problems
Step 5 Operational Maintenance - Operate and Maintain Infrastructure
THANK YOU
INCIDENT MANAGEMENT
bull Incident Management is a process in its own right (owned and managed by the Service Desk)
bull Revised scope for incident definition (now includes service requests)
bull Clearer delineation between Incident Management and Problem Management
bull Clear description of the role of 2nd3rd nthbull line support (support groups)
INCIDENT MANAGEMENT
bull Responsible for finding Resolutions and Work-arounds
PROBLEM MANAGEMENT
bull Revised description of Problem Controlndash identification and recordingndash Classificationndash investigation and diagnosis
bull Error Controlbull Specific proactive PM activities
ndash trend analysisndash targeting preventive action
PROBLEM MANAGEMENT
bull No more confusion between Problem Management and 2nd3rd line support
bull Focus is on building Knowledge Managementndash FAQs on the Intranet
bull Guidelines for identification of Problemsbull Problem Analysis methods (in Appendix)
ndash Kepner Tregoendash Ishikawa Diagrams
PROBLEM MANAGEMENT
CHANGE MANAGEMENT
bull Business Trendsbull Three Approval Issues
ndash Financialndash Technicalndash Business
CHANGE MANAGEMENT
bull Relationship to program management (PMO)bull Communication within the organisation
ndash FSC Forward Schedule of Changendash PSA Projected Service Availability
bull New emphasis on regressions and back-out strategybull Risk assessment stressed as part of priority allocationbull Change Models for standard proceduresbull PIR - Post Implementation Review
RELEASE MANAGEMENT
bull Revised process name for Software Control amp Distributionndash Software now hardware software and documentationndash Control now part of Configuration Managementndash Distribution now central part of Release Management
bull Awareness of possible problems that have been en countered
RELEASE MANAGEMENT
bull Three categories of releases1 minor (small enhancements amp fixes)2 major (new functionality)3 emergency (incidents urgent changes)bull Activities Roll-out planning amp communicationbull Tools amp Technology
CONFIGURATION MANAGEMENT
bull Activity Emphasis Planningbull Central function Change + Config + Releasebull Change and Configuration Management Plan (CampCM)bull New Process Role Configuration Librarianbull Scope hardware + software + documentationbull Terminology CMDB DSL and DHS
CONFIGURATION MANAGEMENT
bull Change in terminology1048713 Verification enhanced with Audits1048713 Baseline now Configuration Baselinebull License Management1048713 Relationship to Security Management1048713 Relationship to DSLbull Asset Management
CAPACITY MANAGEMENT
bull More emphasis on a business management perspective Reduced volume of technical how-to
bull Sub-processes1048713 Business Capacity Management1048713 Service Capacity Management1048713 Resource Capacity Managementbull Significant clarity on the principles activities planning and
implementation reporting metrics relationships and capacity plan contents
CAPACITY MANAGEMENT
IT SERVICES CONTINUITY MANAGEMENT
bull ITSCM is part of and supports the larger Business Continuity Management (BCM)
bull Scope of ITSCM1048713 OUT Business Recovery (part of BCM)1048713 IN all components (including non-IT) relevant to IT-Service
Continuitybull Business Impact Analysis identify minimal service levels for
critical business processesbull Management structure roles and responsibilities
AVAILABILTY MANAGEMENT
bull Significant improvement in clarity of process goal mission statement and scope without technical complications
bull Planning and design for high availability and recovery
AVAILABILTY MANAGEMENT
bull Thorough guidance on End-User Availability metrics and reporting
1048713 Vital Business Functions (VBFs)1048713 cost of UNavailabilitybull Comprehensive guidance for availability improvement ndash
analysis methods and techniques1048713 Component Failure Impact Analysis (CFIA)1048713 Service Outage Analysis (SOA)
SERVICE DELIVERY PROCESS MODEL
LEVELS OF SERVICE MANAGEMENT
bull Total service level management provides the most efficient way ndash to monitor service agreements (SLAs) and ndash to manage service objectives (SLOs) and enables more responsive
service provision
bull SLAs are contractual commitments between the providers and customers
bull SLOs are generalised service levels across a set of customers
bull Total service management automates the process of implementing measuring computing and reporting on SLAs and SLOs both in real-time and historically
bull Ensuring high service levels of service management helps reduce time maintain margins
bull Sources for service information vary widely and include applications servers and network equipment as well as other operational support applications such as trouble ticketing order handling and fault and performance management
SERVICE LEVEL MANAGEMENT PROCESS
TSM ndash PROCESS FLOW
TSM can be an easy task where
STEPS of TSM
Step 1 Audit amp Assessment - Discover document and assess the existing Industry infrastructure
Step 2 Remediation (if required) - Correct problems with existing infrastructure
Step 3 Performance Monitoring - Monitor and report on the performance of infrastructure
Step 4 Support - Support for staff on IT problems
Step 5 Operational Maintenance - Operate and Maintain Infrastructure
THANK YOU
INCIDENT MANAGEMENT
bull Responsible for finding Resolutions and Work-arounds
PROBLEM MANAGEMENT
bull Revised description of Problem Controlndash identification and recordingndash Classificationndash investigation and diagnosis
bull Error Controlbull Specific proactive PM activities
ndash trend analysisndash targeting preventive action
PROBLEM MANAGEMENT
bull No more confusion between Problem Management and 2nd3rd line support
bull Focus is on building Knowledge Managementndash FAQs on the Intranet
bull Guidelines for identification of Problemsbull Problem Analysis methods (in Appendix)
ndash Kepner Tregoendash Ishikawa Diagrams
PROBLEM MANAGEMENT
CHANGE MANAGEMENT
bull Business Trendsbull Three Approval Issues
ndash Financialndash Technicalndash Business
CHANGE MANAGEMENT
bull Relationship to program management (PMO)bull Communication within the organisation
ndash FSC Forward Schedule of Changendash PSA Projected Service Availability
bull New emphasis on regressions and back-out strategybull Risk assessment stressed as part of priority allocationbull Change Models for standard proceduresbull PIR - Post Implementation Review
RELEASE MANAGEMENT
bull Revised process name for Software Control amp Distributionndash Software now hardware software and documentationndash Control now part of Configuration Managementndash Distribution now central part of Release Management
bull Awareness of possible problems that have been en countered
RELEASE MANAGEMENT
bull Three categories of releases1 minor (small enhancements amp fixes)2 major (new functionality)3 emergency (incidents urgent changes)bull Activities Roll-out planning amp communicationbull Tools amp Technology
CONFIGURATION MANAGEMENT
bull Activity Emphasis Planningbull Central function Change + Config + Releasebull Change and Configuration Management Plan (CampCM)bull New Process Role Configuration Librarianbull Scope hardware + software + documentationbull Terminology CMDB DSL and DHS
CONFIGURATION MANAGEMENT
bull Change in terminology1048713 Verification enhanced with Audits1048713 Baseline now Configuration Baselinebull License Management1048713 Relationship to Security Management1048713 Relationship to DSLbull Asset Management
CAPACITY MANAGEMENT
bull More emphasis on a business management perspective Reduced volume of technical how-to
bull Sub-processes1048713 Business Capacity Management1048713 Service Capacity Management1048713 Resource Capacity Managementbull Significant clarity on the principles activities planning and
implementation reporting metrics relationships and capacity plan contents
CAPACITY MANAGEMENT
IT SERVICES CONTINUITY MANAGEMENT
bull ITSCM is part of and supports the larger Business Continuity Management (BCM)
bull Scope of ITSCM1048713 OUT Business Recovery (part of BCM)1048713 IN all components (including non-IT) relevant to IT-Service
Continuitybull Business Impact Analysis identify minimal service levels for
critical business processesbull Management structure roles and responsibilities
AVAILABILTY MANAGEMENT
bull Significant improvement in clarity of process goal mission statement and scope without technical complications
bull Planning and design for high availability and recovery
AVAILABILTY MANAGEMENT
bull Thorough guidance on End-User Availability metrics and reporting
1048713 Vital Business Functions (VBFs)1048713 cost of UNavailabilitybull Comprehensive guidance for availability improvement ndash
analysis methods and techniques1048713 Component Failure Impact Analysis (CFIA)1048713 Service Outage Analysis (SOA)
SERVICE DELIVERY PROCESS MODEL
LEVELS OF SERVICE MANAGEMENT
bull Total service level management provides the most efficient way ndash to monitor service agreements (SLAs) and ndash to manage service objectives (SLOs) and enables more responsive
service provision
bull SLAs are contractual commitments between the providers and customers
bull SLOs are generalised service levels across a set of customers
bull Total service management automates the process of implementing measuring computing and reporting on SLAs and SLOs both in real-time and historically
bull Ensuring high service levels of service management helps reduce time maintain margins
bull Sources for service information vary widely and include applications servers and network equipment as well as other operational support applications such as trouble ticketing order handling and fault and performance management
SERVICE LEVEL MANAGEMENT PROCESS
TSM ndash PROCESS FLOW
TSM can be an easy task where
STEPS of TSM
Step 1 Audit amp Assessment - Discover document and assess the existing Industry infrastructure
Step 2 Remediation (if required) - Correct problems with existing infrastructure
Step 3 Performance Monitoring - Monitor and report on the performance of infrastructure
Step 4 Support - Support for staff on IT problems
Step 5 Operational Maintenance - Operate and Maintain Infrastructure
THANK YOU
PROBLEM MANAGEMENT
bull Revised description of Problem Controlndash identification and recordingndash Classificationndash investigation and diagnosis
bull Error Controlbull Specific proactive PM activities
ndash trend analysisndash targeting preventive action
PROBLEM MANAGEMENT
bull No more confusion between Problem Management and 2nd3rd line support
bull Focus is on building Knowledge Managementndash FAQs on the Intranet
bull Guidelines for identification of Problemsbull Problem Analysis methods (in Appendix)
ndash Kepner Tregoendash Ishikawa Diagrams
PROBLEM MANAGEMENT
CHANGE MANAGEMENT
bull Business Trendsbull Three Approval Issues
ndash Financialndash Technicalndash Business
CHANGE MANAGEMENT
bull Relationship to program management (PMO)bull Communication within the organisation
ndash FSC Forward Schedule of Changendash PSA Projected Service Availability
bull New emphasis on regressions and back-out strategybull Risk assessment stressed as part of priority allocationbull Change Models for standard proceduresbull PIR - Post Implementation Review
RELEASE MANAGEMENT
bull Revised process name for Software Control amp Distributionndash Software now hardware software and documentationndash Control now part of Configuration Managementndash Distribution now central part of Release Management
bull Awareness of possible problems that have been en countered
RELEASE MANAGEMENT
bull Three categories of releases1 minor (small enhancements amp fixes)2 major (new functionality)3 emergency (incidents urgent changes)bull Activities Roll-out planning amp communicationbull Tools amp Technology
CONFIGURATION MANAGEMENT
bull Activity Emphasis Planningbull Central function Change + Config + Releasebull Change and Configuration Management Plan (CampCM)bull New Process Role Configuration Librarianbull Scope hardware + software + documentationbull Terminology CMDB DSL and DHS
CONFIGURATION MANAGEMENT
bull Change in terminology1048713 Verification enhanced with Audits1048713 Baseline now Configuration Baselinebull License Management1048713 Relationship to Security Management1048713 Relationship to DSLbull Asset Management
CAPACITY MANAGEMENT
bull More emphasis on a business management perspective Reduced volume of technical how-to
bull Sub-processes1048713 Business Capacity Management1048713 Service Capacity Management1048713 Resource Capacity Managementbull Significant clarity on the principles activities planning and
implementation reporting metrics relationships and capacity plan contents
CAPACITY MANAGEMENT
IT SERVICES CONTINUITY MANAGEMENT
bull ITSCM is part of and supports the larger Business Continuity Management (BCM)
bull Scope of ITSCM1048713 OUT Business Recovery (part of BCM)1048713 IN all components (including non-IT) relevant to IT-Service
Continuitybull Business Impact Analysis identify minimal service levels for
critical business processesbull Management structure roles and responsibilities
AVAILABILTY MANAGEMENT
bull Significant improvement in clarity of process goal mission statement and scope without technical complications
bull Planning and design for high availability and recovery
AVAILABILTY MANAGEMENT
bull Thorough guidance on End-User Availability metrics and reporting
1048713 Vital Business Functions (VBFs)1048713 cost of UNavailabilitybull Comprehensive guidance for availability improvement ndash
analysis methods and techniques1048713 Component Failure Impact Analysis (CFIA)1048713 Service Outage Analysis (SOA)
SERVICE DELIVERY PROCESS MODEL
LEVELS OF SERVICE MANAGEMENT
bull Total service level management provides the most efficient way ndash to monitor service agreements (SLAs) and ndash to manage service objectives (SLOs) and enables more responsive
service provision
bull SLAs are contractual commitments between the providers and customers
bull SLOs are generalised service levels across a set of customers
bull Total service management automates the process of implementing measuring computing and reporting on SLAs and SLOs both in real-time and historically
bull Ensuring high service levels of service management helps reduce time maintain margins
bull Sources for service information vary widely and include applications servers and network equipment as well as other operational support applications such as trouble ticketing order handling and fault and performance management
SERVICE LEVEL MANAGEMENT PROCESS
TSM ndash PROCESS FLOW
TSM can be an easy task where
STEPS of TSM
Step 1 Audit amp Assessment - Discover document and assess the existing Industry infrastructure
Step 2 Remediation (if required) - Correct problems with existing infrastructure
Step 3 Performance Monitoring - Monitor and report on the performance of infrastructure
Step 4 Support - Support for staff on IT problems
Step 5 Operational Maintenance - Operate and Maintain Infrastructure
THANK YOU
PROBLEM MANAGEMENT
bull No more confusion between Problem Management and 2nd3rd line support
bull Focus is on building Knowledge Managementndash FAQs on the Intranet
bull Guidelines for identification of Problemsbull Problem Analysis methods (in Appendix)
ndash Kepner Tregoendash Ishikawa Diagrams
PROBLEM MANAGEMENT
CHANGE MANAGEMENT
bull Business Trendsbull Three Approval Issues
ndash Financialndash Technicalndash Business
CHANGE MANAGEMENT
bull Relationship to program management (PMO)bull Communication within the organisation
ndash FSC Forward Schedule of Changendash PSA Projected Service Availability
bull New emphasis on regressions and back-out strategybull Risk assessment stressed as part of priority allocationbull Change Models for standard proceduresbull PIR - Post Implementation Review
RELEASE MANAGEMENT
bull Revised process name for Software Control amp Distributionndash Software now hardware software and documentationndash Control now part of Configuration Managementndash Distribution now central part of Release Management
bull Awareness of possible problems that have been en countered
RELEASE MANAGEMENT
bull Three categories of releases1 minor (small enhancements amp fixes)2 major (new functionality)3 emergency (incidents urgent changes)bull Activities Roll-out planning amp communicationbull Tools amp Technology
CONFIGURATION MANAGEMENT
bull Activity Emphasis Planningbull Central function Change + Config + Releasebull Change and Configuration Management Plan (CampCM)bull New Process Role Configuration Librarianbull Scope hardware + software + documentationbull Terminology CMDB DSL and DHS
CONFIGURATION MANAGEMENT
bull Change in terminology1048713 Verification enhanced with Audits1048713 Baseline now Configuration Baselinebull License Management1048713 Relationship to Security Management1048713 Relationship to DSLbull Asset Management
CAPACITY MANAGEMENT
bull More emphasis on a business management perspective Reduced volume of technical how-to
bull Sub-processes1048713 Business Capacity Management1048713 Service Capacity Management1048713 Resource Capacity Managementbull Significant clarity on the principles activities planning and
implementation reporting metrics relationships and capacity plan contents
CAPACITY MANAGEMENT
IT SERVICES CONTINUITY MANAGEMENT
bull ITSCM is part of and supports the larger Business Continuity Management (BCM)
bull Scope of ITSCM1048713 OUT Business Recovery (part of BCM)1048713 IN all components (including non-IT) relevant to IT-Service
Continuitybull Business Impact Analysis identify minimal service levels for
critical business processesbull Management structure roles and responsibilities
AVAILABILTY MANAGEMENT
bull Significant improvement in clarity of process goal mission statement and scope without technical complications
bull Planning and design for high availability and recovery
AVAILABILTY MANAGEMENT
bull Thorough guidance on End-User Availability metrics and reporting
1048713 Vital Business Functions (VBFs)1048713 cost of UNavailabilitybull Comprehensive guidance for availability improvement ndash
analysis methods and techniques1048713 Component Failure Impact Analysis (CFIA)1048713 Service Outage Analysis (SOA)
SERVICE DELIVERY PROCESS MODEL
LEVELS OF SERVICE MANAGEMENT
bull Total service level management provides the most efficient way ndash to monitor service agreements (SLAs) and ndash to manage service objectives (SLOs) and enables more responsive
service provision
bull SLAs are contractual commitments between the providers and customers
bull SLOs are generalised service levels across a set of customers
bull Total service management automates the process of implementing measuring computing and reporting on SLAs and SLOs both in real-time and historically
bull Ensuring high service levels of service management helps reduce time maintain margins
bull Sources for service information vary widely and include applications servers and network equipment as well as other operational support applications such as trouble ticketing order handling and fault and performance management
SERVICE LEVEL MANAGEMENT PROCESS
TSM ndash PROCESS FLOW
TSM can be an easy task where
STEPS of TSM
Step 1 Audit amp Assessment - Discover document and assess the existing Industry infrastructure
Step 2 Remediation (if required) - Correct problems with existing infrastructure
Step 3 Performance Monitoring - Monitor and report on the performance of infrastructure
Step 4 Support - Support for staff on IT problems
Step 5 Operational Maintenance - Operate and Maintain Infrastructure
THANK YOU
PROBLEM MANAGEMENT
CHANGE MANAGEMENT
bull Business Trendsbull Three Approval Issues
ndash Financialndash Technicalndash Business
CHANGE MANAGEMENT
bull Relationship to program management (PMO)bull Communication within the organisation
ndash FSC Forward Schedule of Changendash PSA Projected Service Availability
bull New emphasis on regressions and back-out strategybull Risk assessment stressed as part of priority allocationbull Change Models for standard proceduresbull PIR - Post Implementation Review
RELEASE MANAGEMENT
bull Revised process name for Software Control amp Distributionndash Software now hardware software and documentationndash Control now part of Configuration Managementndash Distribution now central part of Release Management
bull Awareness of possible problems that have been en countered
RELEASE MANAGEMENT
bull Three categories of releases1 minor (small enhancements amp fixes)2 major (new functionality)3 emergency (incidents urgent changes)bull Activities Roll-out planning amp communicationbull Tools amp Technology
CONFIGURATION MANAGEMENT
bull Activity Emphasis Planningbull Central function Change + Config + Releasebull Change and Configuration Management Plan (CampCM)bull New Process Role Configuration Librarianbull Scope hardware + software + documentationbull Terminology CMDB DSL and DHS
CONFIGURATION MANAGEMENT
bull Change in terminology1048713 Verification enhanced with Audits1048713 Baseline now Configuration Baselinebull License Management1048713 Relationship to Security Management1048713 Relationship to DSLbull Asset Management
CAPACITY MANAGEMENT
bull More emphasis on a business management perspective Reduced volume of technical how-to
bull Sub-processes1048713 Business Capacity Management1048713 Service Capacity Management1048713 Resource Capacity Managementbull Significant clarity on the principles activities planning and
implementation reporting metrics relationships and capacity plan contents
CAPACITY MANAGEMENT
IT SERVICES CONTINUITY MANAGEMENT
bull ITSCM is part of and supports the larger Business Continuity Management (BCM)
bull Scope of ITSCM1048713 OUT Business Recovery (part of BCM)1048713 IN all components (including non-IT) relevant to IT-Service
Continuitybull Business Impact Analysis identify minimal service levels for
critical business processesbull Management structure roles and responsibilities
AVAILABILTY MANAGEMENT
bull Significant improvement in clarity of process goal mission statement and scope without technical complications
bull Planning and design for high availability and recovery
AVAILABILTY MANAGEMENT
bull Thorough guidance on End-User Availability metrics and reporting
1048713 Vital Business Functions (VBFs)1048713 cost of UNavailabilitybull Comprehensive guidance for availability improvement ndash
analysis methods and techniques1048713 Component Failure Impact Analysis (CFIA)1048713 Service Outage Analysis (SOA)
SERVICE DELIVERY PROCESS MODEL
LEVELS OF SERVICE MANAGEMENT
bull Total service level management provides the most efficient way ndash to monitor service agreements (SLAs) and ndash to manage service objectives (SLOs) and enables more responsive
service provision
bull SLAs are contractual commitments between the providers and customers
bull SLOs are generalised service levels across a set of customers
bull Total service management automates the process of implementing measuring computing and reporting on SLAs and SLOs both in real-time and historically
bull Ensuring high service levels of service management helps reduce time maintain margins
bull Sources for service information vary widely and include applications servers and network equipment as well as other operational support applications such as trouble ticketing order handling and fault and performance management
SERVICE LEVEL MANAGEMENT PROCESS
TSM ndash PROCESS FLOW
TSM can be an easy task where
STEPS of TSM
Step 1 Audit amp Assessment - Discover document and assess the existing Industry infrastructure
Step 2 Remediation (if required) - Correct problems with existing infrastructure
Step 3 Performance Monitoring - Monitor and report on the performance of infrastructure
Step 4 Support - Support for staff on IT problems
Step 5 Operational Maintenance - Operate and Maintain Infrastructure
THANK YOU
CHANGE MANAGEMENT
bull Business Trendsbull Three Approval Issues
ndash Financialndash Technicalndash Business
CHANGE MANAGEMENT
bull Relationship to program management (PMO)bull Communication within the organisation
ndash FSC Forward Schedule of Changendash PSA Projected Service Availability
bull New emphasis on regressions and back-out strategybull Risk assessment stressed as part of priority allocationbull Change Models for standard proceduresbull PIR - Post Implementation Review
RELEASE MANAGEMENT
bull Revised process name for Software Control amp Distributionndash Software now hardware software and documentationndash Control now part of Configuration Managementndash Distribution now central part of Release Management
bull Awareness of possible problems that have been en countered
RELEASE MANAGEMENT
bull Three categories of releases1 minor (small enhancements amp fixes)2 major (new functionality)3 emergency (incidents urgent changes)bull Activities Roll-out planning amp communicationbull Tools amp Technology
CONFIGURATION MANAGEMENT
bull Activity Emphasis Planningbull Central function Change + Config + Releasebull Change and Configuration Management Plan (CampCM)bull New Process Role Configuration Librarianbull Scope hardware + software + documentationbull Terminology CMDB DSL and DHS
CONFIGURATION MANAGEMENT
bull Change in terminology1048713 Verification enhanced with Audits1048713 Baseline now Configuration Baselinebull License Management1048713 Relationship to Security Management1048713 Relationship to DSLbull Asset Management
CAPACITY MANAGEMENT
bull More emphasis on a business management perspective Reduced volume of technical how-to
bull Sub-processes1048713 Business Capacity Management1048713 Service Capacity Management1048713 Resource Capacity Managementbull Significant clarity on the principles activities planning and
implementation reporting metrics relationships and capacity plan contents
CAPACITY MANAGEMENT
IT SERVICES CONTINUITY MANAGEMENT
bull ITSCM is part of and supports the larger Business Continuity Management (BCM)
bull Scope of ITSCM1048713 OUT Business Recovery (part of BCM)1048713 IN all components (including non-IT) relevant to IT-Service
Continuitybull Business Impact Analysis identify minimal service levels for
critical business processesbull Management structure roles and responsibilities
AVAILABILTY MANAGEMENT
bull Significant improvement in clarity of process goal mission statement and scope without technical complications
bull Planning and design for high availability and recovery
AVAILABILTY MANAGEMENT
bull Thorough guidance on End-User Availability metrics and reporting
1048713 Vital Business Functions (VBFs)1048713 cost of UNavailabilitybull Comprehensive guidance for availability improvement ndash
analysis methods and techniques1048713 Component Failure Impact Analysis (CFIA)1048713 Service Outage Analysis (SOA)
SERVICE DELIVERY PROCESS MODEL
LEVELS OF SERVICE MANAGEMENT
bull Total service level management provides the most efficient way ndash to monitor service agreements (SLAs) and ndash to manage service objectives (SLOs) and enables more responsive
service provision
bull SLAs are contractual commitments between the providers and customers
bull SLOs are generalised service levels across a set of customers
bull Total service management automates the process of implementing measuring computing and reporting on SLAs and SLOs both in real-time and historically
bull Ensuring high service levels of service management helps reduce time maintain margins
bull Sources for service information vary widely and include applications servers and network equipment as well as other operational support applications such as trouble ticketing order handling and fault and performance management
SERVICE LEVEL MANAGEMENT PROCESS
TSM ndash PROCESS FLOW
TSM can be an easy task where
STEPS of TSM
Step 1 Audit amp Assessment - Discover document and assess the existing Industry infrastructure
Step 2 Remediation (if required) - Correct problems with existing infrastructure
Step 3 Performance Monitoring - Monitor and report on the performance of infrastructure
Step 4 Support - Support for staff on IT problems
Step 5 Operational Maintenance - Operate and Maintain Infrastructure
THANK YOU
CHANGE MANAGEMENT
bull Relationship to program management (PMO)bull Communication within the organisation
ndash FSC Forward Schedule of Changendash PSA Projected Service Availability
bull New emphasis on regressions and back-out strategybull Risk assessment stressed as part of priority allocationbull Change Models for standard proceduresbull PIR - Post Implementation Review
RELEASE MANAGEMENT
bull Revised process name for Software Control amp Distributionndash Software now hardware software and documentationndash Control now part of Configuration Managementndash Distribution now central part of Release Management
bull Awareness of possible problems that have been en countered
RELEASE MANAGEMENT
bull Three categories of releases1 minor (small enhancements amp fixes)2 major (new functionality)3 emergency (incidents urgent changes)bull Activities Roll-out planning amp communicationbull Tools amp Technology
CONFIGURATION MANAGEMENT
bull Activity Emphasis Planningbull Central function Change + Config + Releasebull Change and Configuration Management Plan (CampCM)bull New Process Role Configuration Librarianbull Scope hardware + software + documentationbull Terminology CMDB DSL and DHS
CONFIGURATION MANAGEMENT
bull Change in terminology1048713 Verification enhanced with Audits1048713 Baseline now Configuration Baselinebull License Management1048713 Relationship to Security Management1048713 Relationship to DSLbull Asset Management
CAPACITY MANAGEMENT
bull More emphasis on a business management perspective Reduced volume of technical how-to
bull Sub-processes1048713 Business Capacity Management1048713 Service Capacity Management1048713 Resource Capacity Managementbull Significant clarity on the principles activities planning and
implementation reporting metrics relationships and capacity plan contents
CAPACITY MANAGEMENT
IT SERVICES CONTINUITY MANAGEMENT
bull ITSCM is part of and supports the larger Business Continuity Management (BCM)
bull Scope of ITSCM1048713 OUT Business Recovery (part of BCM)1048713 IN all components (including non-IT) relevant to IT-Service
Continuitybull Business Impact Analysis identify minimal service levels for
critical business processesbull Management structure roles and responsibilities
AVAILABILTY MANAGEMENT
bull Significant improvement in clarity of process goal mission statement and scope without technical complications
bull Planning and design for high availability and recovery
AVAILABILTY MANAGEMENT
bull Thorough guidance on End-User Availability metrics and reporting
1048713 Vital Business Functions (VBFs)1048713 cost of UNavailabilitybull Comprehensive guidance for availability improvement ndash
analysis methods and techniques1048713 Component Failure Impact Analysis (CFIA)1048713 Service Outage Analysis (SOA)
SERVICE DELIVERY PROCESS MODEL
LEVELS OF SERVICE MANAGEMENT
bull Total service level management provides the most efficient way ndash to monitor service agreements (SLAs) and ndash to manage service objectives (SLOs) and enables more responsive
service provision
bull SLAs are contractual commitments between the providers and customers
bull SLOs are generalised service levels across a set of customers
bull Total service management automates the process of implementing measuring computing and reporting on SLAs and SLOs both in real-time and historically
bull Ensuring high service levels of service management helps reduce time maintain margins
bull Sources for service information vary widely and include applications servers and network equipment as well as other operational support applications such as trouble ticketing order handling and fault and performance management
SERVICE LEVEL MANAGEMENT PROCESS
TSM ndash PROCESS FLOW
TSM can be an easy task where
STEPS of TSM
Step 1 Audit amp Assessment - Discover document and assess the existing Industry infrastructure
Step 2 Remediation (if required) - Correct problems with existing infrastructure
Step 3 Performance Monitoring - Monitor and report on the performance of infrastructure
Step 4 Support - Support for staff on IT problems
Step 5 Operational Maintenance - Operate and Maintain Infrastructure
THANK YOU
RELEASE MANAGEMENT
bull Revised process name for Software Control amp Distributionndash Software now hardware software and documentationndash Control now part of Configuration Managementndash Distribution now central part of Release Management
bull Awareness of possible problems that have been en countered
RELEASE MANAGEMENT
bull Three categories of releases1 minor (small enhancements amp fixes)2 major (new functionality)3 emergency (incidents urgent changes)bull Activities Roll-out planning amp communicationbull Tools amp Technology
CONFIGURATION MANAGEMENT
bull Activity Emphasis Planningbull Central function Change + Config + Releasebull Change and Configuration Management Plan (CampCM)bull New Process Role Configuration Librarianbull Scope hardware + software + documentationbull Terminology CMDB DSL and DHS
CONFIGURATION MANAGEMENT
bull Change in terminology1048713 Verification enhanced with Audits1048713 Baseline now Configuration Baselinebull License Management1048713 Relationship to Security Management1048713 Relationship to DSLbull Asset Management
CAPACITY MANAGEMENT
bull More emphasis on a business management perspective Reduced volume of technical how-to
bull Sub-processes1048713 Business Capacity Management1048713 Service Capacity Management1048713 Resource Capacity Managementbull Significant clarity on the principles activities planning and
implementation reporting metrics relationships and capacity plan contents
CAPACITY MANAGEMENT
IT SERVICES CONTINUITY MANAGEMENT
bull ITSCM is part of and supports the larger Business Continuity Management (BCM)
bull Scope of ITSCM1048713 OUT Business Recovery (part of BCM)1048713 IN all components (including non-IT) relevant to IT-Service
Continuitybull Business Impact Analysis identify minimal service levels for
critical business processesbull Management structure roles and responsibilities
AVAILABILTY MANAGEMENT
bull Significant improvement in clarity of process goal mission statement and scope without technical complications
bull Planning and design for high availability and recovery
AVAILABILTY MANAGEMENT
bull Thorough guidance on End-User Availability metrics and reporting
1048713 Vital Business Functions (VBFs)1048713 cost of UNavailabilitybull Comprehensive guidance for availability improvement ndash
analysis methods and techniques1048713 Component Failure Impact Analysis (CFIA)1048713 Service Outage Analysis (SOA)
SERVICE DELIVERY PROCESS MODEL
LEVELS OF SERVICE MANAGEMENT
bull Total service level management provides the most efficient way ndash to monitor service agreements (SLAs) and ndash to manage service objectives (SLOs) and enables more responsive
service provision
bull SLAs are contractual commitments between the providers and customers
bull SLOs are generalised service levels across a set of customers
bull Total service management automates the process of implementing measuring computing and reporting on SLAs and SLOs both in real-time and historically
bull Ensuring high service levels of service management helps reduce time maintain margins
bull Sources for service information vary widely and include applications servers and network equipment as well as other operational support applications such as trouble ticketing order handling and fault and performance management
SERVICE LEVEL MANAGEMENT PROCESS
TSM ndash PROCESS FLOW
TSM can be an easy task where
STEPS of TSM
Step 1 Audit amp Assessment - Discover document and assess the existing Industry infrastructure
Step 2 Remediation (if required) - Correct problems with existing infrastructure
Step 3 Performance Monitoring - Monitor and report on the performance of infrastructure
Step 4 Support - Support for staff on IT problems
Step 5 Operational Maintenance - Operate and Maintain Infrastructure
THANK YOU
RELEASE MANAGEMENT
bull Three categories of releases1 minor (small enhancements amp fixes)2 major (new functionality)3 emergency (incidents urgent changes)bull Activities Roll-out planning amp communicationbull Tools amp Technology
CONFIGURATION MANAGEMENT
bull Activity Emphasis Planningbull Central function Change + Config + Releasebull Change and Configuration Management Plan (CampCM)bull New Process Role Configuration Librarianbull Scope hardware + software + documentationbull Terminology CMDB DSL and DHS
CONFIGURATION MANAGEMENT
bull Change in terminology1048713 Verification enhanced with Audits1048713 Baseline now Configuration Baselinebull License Management1048713 Relationship to Security Management1048713 Relationship to DSLbull Asset Management
CAPACITY MANAGEMENT
bull More emphasis on a business management perspective Reduced volume of technical how-to
bull Sub-processes1048713 Business Capacity Management1048713 Service Capacity Management1048713 Resource Capacity Managementbull Significant clarity on the principles activities planning and
implementation reporting metrics relationships and capacity plan contents
CAPACITY MANAGEMENT
IT SERVICES CONTINUITY MANAGEMENT
bull ITSCM is part of and supports the larger Business Continuity Management (BCM)
bull Scope of ITSCM1048713 OUT Business Recovery (part of BCM)1048713 IN all components (including non-IT) relevant to IT-Service
Continuitybull Business Impact Analysis identify minimal service levels for
critical business processesbull Management structure roles and responsibilities
AVAILABILTY MANAGEMENT
bull Significant improvement in clarity of process goal mission statement and scope without technical complications
bull Planning and design for high availability and recovery
AVAILABILTY MANAGEMENT
bull Thorough guidance on End-User Availability metrics and reporting
1048713 Vital Business Functions (VBFs)1048713 cost of UNavailabilitybull Comprehensive guidance for availability improvement ndash
analysis methods and techniques1048713 Component Failure Impact Analysis (CFIA)1048713 Service Outage Analysis (SOA)
SERVICE DELIVERY PROCESS MODEL
LEVELS OF SERVICE MANAGEMENT
bull Total service level management provides the most efficient way ndash to monitor service agreements (SLAs) and ndash to manage service objectives (SLOs) and enables more responsive
service provision
bull SLAs are contractual commitments between the providers and customers
bull SLOs are generalised service levels across a set of customers
bull Total service management automates the process of implementing measuring computing and reporting on SLAs and SLOs both in real-time and historically
bull Ensuring high service levels of service management helps reduce time maintain margins
bull Sources for service information vary widely and include applications servers and network equipment as well as other operational support applications such as trouble ticketing order handling and fault and performance management
SERVICE LEVEL MANAGEMENT PROCESS
TSM ndash PROCESS FLOW
TSM can be an easy task where
STEPS of TSM
Step 1 Audit amp Assessment - Discover document and assess the existing Industry infrastructure
Step 2 Remediation (if required) - Correct problems with existing infrastructure
Step 3 Performance Monitoring - Monitor and report on the performance of infrastructure
Step 4 Support - Support for staff on IT problems
Step 5 Operational Maintenance - Operate and Maintain Infrastructure
THANK YOU
CONFIGURATION MANAGEMENT
bull Activity Emphasis Planningbull Central function Change + Config + Releasebull Change and Configuration Management Plan (CampCM)bull New Process Role Configuration Librarianbull Scope hardware + software + documentationbull Terminology CMDB DSL and DHS
CONFIGURATION MANAGEMENT
bull Change in terminology1048713 Verification enhanced with Audits1048713 Baseline now Configuration Baselinebull License Management1048713 Relationship to Security Management1048713 Relationship to DSLbull Asset Management
CAPACITY MANAGEMENT
bull More emphasis on a business management perspective Reduced volume of technical how-to
bull Sub-processes1048713 Business Capacity Management1048713 Service Capacity Management1048713 Resource Capacity Managementbull Significant clarity on the principles activities planning and
implementation reporting metrics relationships and capacity plan contents
CAPACITY MANAGEMENT
IT SERVICES CONTINUITY MANAGEMENT
bull ITSCM is part of and supports the larger Business Continuity Management (BCM)
bull Scope of ITSCM1048713 OUT Business Recovery (part of BCM)1048713 IN all components (including non-IT) relevant to IT-Service
Continuitybull Business Impact Analysis identify minimal service levels for
critical business processesbull Management structure roles and responsibilities
AVAILABILTY MANAGEMENT
bull Significant improvement in clarity of process goal mission statement and scope without technical complications
bull Planning and design for high availability and recovery
AVAILABILTY MANAGEMENT
bull Thorough guidance on End-User Availability metrics and reporting
1048713 Vital Business Functions (VBFs)1048713 cost of UNavailabilitybull Comprehensive guidance for availability improvement ndash
analysis methods and techniques1048713 Component Failure Impact Analysis (CFIA)1048713 Service Outage Analysis (SOA)
SERVICE DELIVERY PROCESS MODEL
LEVELS OF SERVICE MANAGEMENT
bull Total service level management provides the most efficient way ndash to monitor service agreements (SLAs) and ndash to manage service objectives (SLOs) and enables more responsive
service provision
bull SLAs are contractual commitments between the providers and customers
bull SLOs are generalised service levels across a set of customers
bull Total service management automates the process of implementing measuring computing and reporting on SLAs and SLOs both in real-time and historically
bull Ensuring high service levels of service management helps reduce time maintain margins
bull Sources for service information vary widely and include applications servers and network equipment as well as other operational support applications such as trouble ticketing order handling and fault and performance management
SERVICE LEVEL MANAGEMENT PROCESS
TSM ndash PROCESS FLOW
TSM can be an easy task where
STEPS of TSM
Step 1 Audit amp Assessment - Discover document and assess the existing Industry infrastructure
Step 2 Remediation (if required) - Correct problems with existing infrastructure
Step 3 Performance Monitoring - Monitor and report on the performance of infrastructure
Step 4 Support - Support for staff on IT problems
Step 5 Operational Maintenance - Operate and Maintain Infrastructure
THANK YOU
CONFIGURATION MANAGEMENT
bull Change in terminology1048713 Verification enhanced with Audits1048713 Baseline now Configuration Baselinebull License Management1048713 Relationship to Security Management1048713 Relationship to DSLbull Asset Management
CAPACITY MANAGEMENT
bull More emphasis on a business management perspective Reduced volume of technical how-to
bull Sub-processes1048713 Business Capacity Management1048713 Service Capacity Management1048713 Resource Capacity Managementbull Significant clarity on the principles activities planning and
implementation reporting metrics relationships and capacity plan contents
CAPACITY MANAGEMENT
IT SERVICES CONTINUITY MANAGEMENT
bull ITSCM is part of and supports the larger Business Continuity Management (BCM)
bull Scope of ITSCM1048713 OUT Business Recovery (part of BCM)1048713 IN all components (including non-IT) relevant to IT-Service
Continuitybull Business Impact Analysis identify minimal service levels for
critical business processesbull Management structure roles and responsibilities
AVAILABILTY MANAGEMENT
bull Significant improvement in clarity of process goal mission statement and scope without technical complications
bull Planning and design for high availability and recovery
AVAILABILTY MANAGEMENT
bull Thorough guidance on End-User Availability metrics and reporting
1048713 Vital Business Functions (VBFs)1048713 cost of UNavailabilitybull Comprehensive guidance for availability improvement ndash
analysis methods and techniques1048713 Component Failure Impact Analysis (CFIA)1048713 Service Outage Analysis (SOA)
SERVICE DELIVERY PROCESS MODEL
LEVELS OF SERVICE MANAGEMENT
bull Total service level management provides the most efficient way ndash to monitor service agreements (SLAs) and ndash to manage service objectives (SLOs) and enables more responsive
service provision
bull SLAs are contractual commitments between the providers and customers
bull SLOs are generalised service levels across a set of customers
bull Total service management automates the process of implementing measuring computing and reporting on SLAs and SLOs both in real-time and historically
bull Ensuring high service levels of service management helps reduce time maintain margins
bull Sources for service information vary widely and include applications servers and network equipment as well as other operational support applications such as trouble ticketing order handling and fault and performance management
SERVICE LEVEL MANAGEMENT PROCESS
TSM ndash PROCESS FLOW
TSM can be an easy task where
STEPS of TSM
Step 1 Audit amp Assessment - Discover document and assess the existing Industry infrastructure
Step 2 Remediation (if required) - Correct problems with existing infrastructure
Step 3 Performance Monitoring - Monitor and report on the performance of infrastructure
Step 4 Support - Support for staff on IT problems
Step 5 Operational Maintenance - Operate and Maintain Infrastructure
THANK YOU
CAPACITY MANAGEMENT
bull More emphasis on a business management perspective Reduced volume of technical how-to
bull Sub-processes1048713 Business Capacity Management1048713 Service Capacity Management1048713 Resource Capacity Managementbull Significant clarity on the principles activities planning and
implementation reporting metrics relationships and capacity plan contents
CAPACITY MANAGEMENT
IT SERVICES CONTINUITY MANAGEMENT
bull ITSCM is part of and supports the larger Business Continuity Management (BCM)
bull Scope of ITSCM1048713 OUT Business Recovery (part of BCM)1048713 IN all components (including non-IT) relevant to IT-Service
Continuitybull Business Impact Analysis identify minimal service levels for
critical business processesbull Management structure roles and responsibilities
AVAILABILTY MANAGEMENT
bull Significant improvement in clarity of process goal mission statement and scope without technical complications
bull Planning and design for high availability and recovery
AVAILABILTY MANAGEMENT
bull Thorough guidance on End-User Availability metrics and reporting
1048713 Vital Business Functions (VBFs)1048713 cost of UNavailabilitybull Comprehensive guidance for availability improvement ndash
analysis methods and techniques1048713 Component Failure Impact Analysis (CFIA)1048713 Service Outage Analysis (SOA)
SERVICE DELIVERY PROCESS MODEL
LEVELS OF SERVICE MANAGEMENT
bull Total service level management provides the most efficient way ndash to monitor service agreements (SLAs) and ndash to manage service objectives (SLOs) and enables more responsive
service provision
bull SLAs are contractual commitments between the providers and customers
bull SLOs are generalised service levels across a set of customers
bull Total service management automates the process of implementing measuring computing and reporting on SLAs and SLOs both in real-time and historically
bull Ensuring high service levels of service management helps reduce time maintain margins
bull Sources for service information vary widely and include applications servers and network equipment as well as other operational support applications such as trouble ticketing order handling and fault and performance management
SERVICE LEVEL MANAGEMENT PROCESS
TSM ndash PROCESS FLOW
TSM can be an easy task where
STEPS of TSM
Step 1 Audit amp Assessment - Discover document and assess the existing Industry infrastructure
Step 2 Remediation (if required) - Correct problems with existing infrastructure
Step 3 Performance Monitoring - Monitor and report on the performance of infrastructure
Step 4 Support - Support for staff on IT problems
Step 5 Operational Maintenance - Operate and Maintain Infrastructure
THANK YOU
CAPACITY MANAGEMENT
IT SERVICES CONTINUITY MANAGEMENT
bull ITSCM is part of and supports the larger Business Continuity Management (BCM)
bull Scope of ITSCM1048713 OUT Business Recovery (part of BCM)1048713 IN all components (including non-IT) relevant to IT-Service
Continuitybull Business Impact Analysis identify minimal service levels for
critical business processesbull Management structure roles and responsibilities
AVAILABILTY MANAGEMENT
bull Significant improvement in clarity of process goal mission statement and scope without technical complications
bull Planning and design for high availability and recovery
AVAILABILTY MANAGEMENT
bull Thorough guidance on End-User Availability metrics and reporting
1048713 Vital Business Functions (VBFs)1048713 cost of UNavailabilitybull Comprehensive guidance for availability improvement ndash
analysis methods and techniques1048713 Component Failure Impact Analysis (CFIA)1048713 Service Outage Analysis (SOA)
SERVICE DELIVERY PROCESS MODEL
LEVELS OF SERVICE MANAGEMENT
bull Total service level management provides the most efficient way ndash to monitor service agreements (SLAs) and ndash to manage service objectives (SLOs) and enables more responsive
service provision
bull SLAs are contractual commitments between the providers and customers
bull SLOs are generalised service levels across a set of customers
bull Total service management automates the process of implementing measuring computing and reporting on SLAs and SLOs both in real-time and historically
bull Ensuring high service levels of service management helps reduce time maintain margins
bull Sources for service information vary widely and include applications servers and network equipment as well as other operational support applications such as trouble ticketing order handling and fault and performance management
SERVICE LEVEL MANAGEMENT PROCESS
TSM ndash PROCESS FLOW
TSM can be an easy task where
STEPS of TSM
Step 1 Audit amp Assessment - Discover document and assess the existing Industry infrastructure
Step 2 Remediation (if required) - Correct problems with existing infrastructure
Step 3 Performance Monitoring - Monitor and report on the performance of infrastructure
Step 4 Support - Support for staff on IT problems
Step 5 Operational Maintenance - Operate and Maintain Infrastructure
THANK YOU
IT SERVICES CONTINUITY MANAGEMENT
bull ITSCM is part of and supports the larger Business Continuity Management (BCM)
bull Scope of ITSCM1048713 OUT Business Recovery (part of BCM)1048713 IN all components (including non-IT) relevant to IT-Service
Continuitybull Business Impact Analysis identify minimal service levels for
critical business processesbull Management structure roles and responsibilities
AVAILABILTY MANAGEMENT
bull Significant improvement in clarity of process goal mission statement and scope without technical complications
bull Planning and design for high availability and recovery
AVAILABILTY MANAGEMENT
bull Thorough guidance on End-User Availability metrics and reporting
1048713 Vital Business Functions (VBFs)1048713 cost of UNavailabilitybull Comprehensive guidance for availability improvement ndash
analysis methods and techniques1048713 Component Failure Impact Analysis (CFIA)1048713 Service Outage Analysis (SOA)
SERVICE DELIVERY PROCESS MODEL
LEVELS OF SERVICE MANAGEMENT
bull Total service level management provides the most efficient way ndash to monitor service agreements (SLAs) and ndash to manage service objectives (SLOs) and enables more responsive
service provision
bull SLAs are contractual commitments between the providers and customers
bull SLOs are generalised service levels across a set of customers
bull Total service management automates the process of implementing measuring computing and reporting on SLAs and SLOs both in real-time and historically
bull Ensuring high service levels of service management helps reduce time maintain margins
bull Sources for service information vary widely and include applications servers and network equipment as well as other operational support applications such as trouble ticketing order handling and fault and performance management
SERVICE LEVEL MANAGEMENT PROCESS
TSM ndash PROCESS FLOW
TSM can be an easy task where
STEPS of TSM
Step 1 Audit amp Assessment - Discover document and assess the existing Industry infrastructure
Step 2 Remediation (if required) - Correct problems with existing infrastructure
Step 3 Performance Monitoring - Monitor and report on the performance of infrastructure
Step 4 Support - Support for staff on IT problems
Step 5 Operational Maintenance - Operate and Maintain Infrastructure
THANK YOU
AVAILABILTY MANAGEMENT
bull Significant improvement in clarity of process goal mission statement and scope without technical complications
bull Planning and design for high availability and recovery
AVAILABILTY MANAGEMENT
bull Thorough guidance on End-User Availability metrics and reporting
1048713 Vital Business Functions (VBFs)1048713 cost of UNavailabilitybull Comprehensive guidance for availability improvement ndash
analysis methods and techniques1048713 Component Failure Impact Analysis (CFIA)1048713 Service Outage Analysis (SOA)
SERVICE DELIVERY PROCESS MODEL
LEVELS OF SERVICE MANAGEMENT
bull Total service level management provides the most efficient way ndash to monitor service agreements (SLAs) and ndash to manage service objectives (SLOs) and enables more responsive
service provision
bull SLAs are contractual commitments between the providers and customers
bull SLOs are generalised service levels across a set of customers
bull Total service management automates the process of implementing measuring computing and reporting on SLAs and SLOs both in real-time and historically
bull Ensuring high service levels of service management helps reduce time maintain margins
bull Sources for service information vary widely and include applications servers and network equipment as well as other operational support applications such as trouble ticketing order handling and fault and performance management
SERVICE LEVEL MANAGEMENT PROCESS
TSM ndash PROCESS FLOW
TSM can be an easy task where
STEPS of TSM
Step 1 Audit amp Assessment - Discover document and assess the existing Industry infrastructure
Step 2 Remediation (if required) - Correct problems with existing infrastructure
Step 3 Performance Monitoring - Monitor and report on the performance of infrastructure
Step 4 Support - Support for staff on IT problems
Step 5 Operational Maintenance - Operate and Maintain Infrastructure
THANK YOU
AVAILABILTY MANAGEMENT
bull Thorough guidance on End-User Availability metrics and reporting
1048713 Vital Business Functions (VBFs)1048713 cost of UNavailabilitybull Comprehensive guidance for availability improvement ndash
analysis methods and techniques1048713 Component Failure Impact Analysis (CFIA)1048713 Service Outage Analysis (SOA)
SERVICE DELIVERY PROCESS MODEL
LEVELS OF SERVICE MANAGEMENT
bull Total service level management provides the most efficient way ndash to monitor service agreements (SLAs) and ndash to manage service objectives (SLOs) and enables more responsive
service provision
bull SLAs are contractual commitments between the providers and customers
bull SLOs are generalised service levels across a set of customers
bull Total service management automates the process of implementing measuring computing and reporting on SLAs and SLOs both in real-time and historically
bull Ensuring high service levels of service management helps reduce time maintain margins
bull Sources for service information vary widely and include applications servers and network equipment as well as other operational support applications such as trouble ticketing order handling and fault and performance management
SERVICE LEVEL MANAGEMENT PROCESS
TSM ndash PROCESS FLOW
TSM can be an easy task where
STEPS of TSM
Step 1 Audit amp Assessment - Discover document and assess the existing Industry infrastructure
Step 2 Remediation (if required) - Correct problems with existing infrastructure
Step 3 Performance Monitoring - Monitor and report on the performance of infrastructure
Step 4 Support - Support for staff on IT problems
Step 5 Operational Maintenance - Operate and Maintain Infrastructure
THANK YOU
SERVICE DELIVERY PROCESS MODEL
LEVELS OF SERVICE MANAGEMENT
bull Total service level management provides the most efficient way ndash to monitor service agreements (SLAs) and ndash to manage service objectives (SLOs) and enables more responsive
service provision
bull SLAs are contractual commitments between the providers and customers
bull SLOs are generalised service levels across a set of customers
bull Total service management automates the process of implementing measuring computing and reporting on SLAs and SLOs both in real-time and historically
bull Ensuring high service levels of service management helps reduce time maintain margins
bull Sources for service information vary widely and include applications servers and network equipment as well as other operational support applications such as trouble ticketing order handling and fault and performance management
SERVICE LEVEL MANAGEMENT PROCESS
TSM ndash PROCESS FLOW
TSM can be an easy task where
STEPS of TSM
Step 1 Audit amp Assessment - Discover document and assess the existing Industry infrastructure
Step 2 Remediation (if required) - Correct problems with existing infrastructure
Step 3 Performance Monitoring - Monitor and report on the performance of infrastructure
Step 4 Support - Support for staff on IT problems
Step 5 Operational Maintenance - Operate and Maintain Infrastructure
THANK YOU
LEVELS OF SERVICE MANAGEMENT
bull Total service level management provides the most efficient way ndash to monitor service agreements (SLAs) and ndash to manage service objectives (SLOs) and enables more responsive
service provision
bull SLAs are contractual commitments between the providers and customers
bull SLOs are generalised service levels across a set of customers
bull Total service management automates the process of implementing measuring computing and reporting on SLAs and SLOs both in real-time and historically
bull Ensuring high service levels of service management helps reduce time maintain margins
bull Sources for service information vary widely and include applications servers and network equipment as well as other operational support applications such as trouble ticketing order handling and fault and performance management
SERVICE LEVEL MANAGEMENT PROCESS
TSM ndash PROCESS FLOW
TSM can be an easy task where
STEPS of TSM
Step 1 Audit amp Assessment - Discover document and assess the existing Industry infrastructure
Step 2 Remediation (if required) - Correct problems with existing infrastructure
Step 3 Performance Monitoring - Monitor and report on the performance of infrastructure
Step 4 Support - Support for staff on IT problems
Step 5 Operational Maintenance - Operate and Maintain Infrastructure
THANK YOU
bull Total service management automates the process of implementing measuring computing and reporting on SLAs and SLOs both in real-time and historically
bull Ensuring high service levels of service management helps reduce time maintain margins
bull Sources for service information vary widely and include applications servers and network equipment as well as other operational support applications such as trouble ticketing order handling and fault and performance management
SERVICE LEVEL MANAGEMENT PROCESS
TSM ndash PROCESS FLOW
TSM can be an easy task where
STEPS of TSM
Step 1 Audit amp Assessment - Discover document and assess the existing Industry infrastructure
Step 2 Remediation (if required) - Correct problems with existing infrastructure
Step 3 Performance Monitoring - Monitor and report on the performance of infrastructure
Step 4 Support - Support for staff on IT problems
Step 5 Operational Maintenance - Operate and Maintain Infrastructure
THANK YOU
SERVICE LEVEL MANAGEMENT PROCESS
TSM ndash PROCESS FLOW
TSM can be an easy task where
STEPS of TSM
Step 1 Audit amp Assessment - Discover document and assess the existing Industry infrastructure
Step 2 Remediation (if required) - Correct problems with existing infrastructure
Step 3 Performance Monitoring - Monitor and report on the performance of infrastructure
Step 4 Support - Support for staff on IT problems
Step 5 Operational Maintenance - Operate and Maintain Infrastructure
THANK YOU
TSM ndash PROCESS FLOW
TSM can be an easy task where
STEPS of TSM
Step 1 Audit amp Assessment - Discover document and assess the existing Industry infrastructure
Step 2 Remediation (if required) - Correct problems with existing infrastructure
Step 3 Performance Monitoring - Monitor and report on the performance of infrastructure
Step 4 Support - Support for staff on IT problems
Step 5 Operational Maintenance - Operate and Maintain Infrastructure
THANK YOU
TSM can be an easy task where
STEPS of TSM
Step 1 Audit amp Assessment - Discover document and assess the existing Industry infrastructure
Step 2 Remediation (if required) - Correct problems with existing infrastructure
Step 3 Performance Monitoring - Monitor and report on the performance of infrastructure
Step 4 Support - Support for staff on IT problems
Step 5 Operational Maintenance - Operate and Maintain Infrastructure
THANK YOU
STEPS of TSM
Step 1 Audit amp Assessment - Discover document and assess the existing Industry infrastructure
Step 2 Remediation (if required) - Correct problems with existing infrastructure
Step 3 Performance Monitoring - Monitor and report on the performance of infrastructure
Step 4 Support - Support for staff on IT problems
Step 5 Operational Maintenance - Operate and Maintain Infrastructure
THANK YOU
THANK YOU