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TOTAL SERVICE MANAGEMENT PRESENTED BY: RAHUL CHAUDHURY RAJEEV SHARAN RAJSHREE SONI

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Page 1: Total service management

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

  • TOTAL SERVICE MANAGEMENT
  • WHY TSM
  • WHY TSM (2)
  • Slide 4
  • TOTAL SERVICE MANAGEMENT (2)
  • OUTCOMES OF TSM
  • TOTAL SERVICE MANAGEMENT LIFE-CYCLE
  • COMPONENTS OF TSM
  • TSM- SERVICE SUPPORT
  • TSM- SERVICE DELIVERY
  • Slide 11
  • Slide 12
  • Slide 13
  • INCIDENT MANAGEMENT
  • INCIDENT MANAGEMENT (2)
  • INCIDENT MANAGEMENT (3)
  • INCIDENT MANAGEMENT (4)
  • PROBLEM MANAGEMENT
  • PROBLEM MANAGEMENT (2)
  • PROBLEM MANAGEMENT (3)
  • CHANGE MANAGEMENT
  • CHANGE MANAGEMENT (2)
  • RELEASE MANAGEMENT
  • RELEASE MANAGEMENT (2)
  • CONFIGURATION MANAGEMENT
  • CONFIGURATION MANAGEMENT (2)
  • CAPACITY MANAGEMENT
  • CAPACITY MANAGEMENT (2)
  • IT SERVICES CONTINUITY MANAGEMENT
  • AVAILABILTY MANAGEMENT
  • AVAILABILTY MANAGEMENT (2)
  • SERVICE DELIVERY PROCESS MODEL
  • LEVELS OF SERVICE MANAGEMENT
  • Slide 34
  • SERVICE LEVEL MANAGEMENT PROCESS
  • TSM ndash PROCESS FLOW
  • TSM can be an easy task where
  • STEPS of TSM
  • THANK YOU
Page 2: Total service management

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

  • TOTAL SERVICE MANAGEMENT
  • WHY TSM
  • WHY TSM (2)
  • Slide 4
  • TOTAL SERVICE MANAGEMENT (2)
  • OUTCOMES OF TSM
  • TOTAL SERVICE MANAGEMENT LIFE-CYCLE
  • COMPONENTS OF TSM
  • TSM- SERVICE SUPPORT
  • TSM- SERVICE DELIVERY
  • Slide 11
  • Slide 12
  • Slide 13
  • INCIDENT MANAGEMENT
  • INCIDENT MANAGEMENT (2)
  • INCIDENT MANAGEMENT (3)
  • INCIDENT MANAGEMENT (4)
  • PROBLEM MANAGEMENT
  • PROBLEM MANAGEMENT (2)
  • PROBLEM MANAGEMENT (3)
  • CHANGE MANAGEMENT
  • CHANGE MANAGEMENT (2)
  • RELEASE MANAGEMENT
  • RELEASE MANAGEMENT (2)
  • CONFIGURATION MANAGEMENT
  • CONFIGURATION MANAGEMENT (2)
  • CAPACITY MANAGEMENT
  • CAPACITY MANAGEMENT (2)
  • IT SERVICES CONTINUITY MANAGEMENT
  • AVAILABILTY MANAGEMENT
  • AVAILABILTY MANAGEMENT (2)
  • SERVICE DELIVERY PROCESS MODEL
  • LEVELS OF SERVICE MANAGEMENT
  • Slide 34
  • SERVICE LEVEL MANAGEMENT PROCESS
  • TSM ndash PROCESS FLOW
  • TSM can be an easy task where
  • STEPS of TSM
  • THANK YOU
Page 3: Total service management

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

  • TOTAL SERVICE MANAGEMENT
  • WHY TSM
  • WHY TSM (2)
  • Slide 4
  • TOTAL SERVICE MANAGEMENT (2)
  • OUTCOMES OF TSM
  • TOTAL SERVICE MANAGEMENT LIFE-CYCLE
  • COMPONENTS OF TSM
  • TSM- SERVICE SUPPORT
  • TSM- SERVICE DELIVERY
  • Slide 11
  • Slide 12
  • Slide 13
  • INCIDENT MANAGEMENT
  • INCIDENT MANAGEMENT (2)
  • INCIDENT MANAGEMENT (3)
  • INCIDENT MANAGEMENT (4)
  • PROBLEM MANAGEMENT
  • PROBLEM MANAGEMENT (2)
  • PROBLEM MANAGEMENT (3)
  • CHANGE MANAGEMENT
  • CHANGE MANAGEMENT (2)
  • RELEASE MANAGEMENT
  • RELEASE MANAGEMENT (2)
  • CONFIGURATION MANAGEMENT
  • CONFIGURATION MANAGEMENT (2)
  • CAPACITY MANAGEMENT
  • CAPACITY MANAGEMENT (2)
  • IT SERVICES CONTINUITY MANAGEMENT
  • AVAILABILTY MANAGEMENT
  • AVAILABILTY MANAGEMENT (2)
  • SERVICE DELIVERY PROCESS MODEL
  • LEVELS OF SERVICE MANAGEMENT
  • Slide 34
  • SERVICE LEVEL MANAGEMENT PROCESS
  • TSM ndash PROCESS FLOW
  • TSM can be an easy task where
  • STEPS of TSM
  • THANK YOU
Page 4: Total service management

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
  • WHY TSM
  • WHY TSM (2)
  • Slide 4
  • TOTAL SERVICE MANAGEMENT (2)
  • OUTCOMES OF TSM
  • TOTAL SERVICE MANAGEMENT LIFE-CYCLE
  • COMPONENTS OF TSM
  • TSM- SERVICE SUPPORT
  • TSM- SERVICE DELIVERY
  • Slide 11
  • Slide 12
  • Slide 13
  • INCIDENT MANAGEMENT
  • INCIDENT MANAGEMENT (2)
  • INCIDENT MANAGEMENT (3)
  • INCIDENT MANAGEMENT (4)
  • PROBLEM MANAGEMENT
  • PROBLEM MANAGEMENT (2)
  • PROBLEM MANAGEMENT (3)
  • CHANGE MANAGEMENT
  • CHANGE MANAGEMENT (2)
  • RELEASE MANAGEMENT
  • RELEASE MANAGEMENT (2)
  • CONFIGURATION MANAGEMENT
  • CONFIGURATION MANAGEMENT (2)
  • CAPACITY MANAGEMENT
  • CAPACITY MANAGEMENT (2)
  • IT SERVICES CONTINUITY MANAGEMENT
  • AVAILABILTY MANAGEMENT
  • AVAILABILTY MANAGEMENT (2)
  • SERVICE DELIVERY PROCESS MODEL
  • LEVELS OF SERVICE MANAGEMENT
  • Slide 34
  • SERVICE LEVEL MANAGEMENT PROCESS
  • TSM ndash PROCESS FLOW
  • TSM can be an easy task where
  • STEPS of TSM
  • THANK YOU
Page 5: Total service management

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
  • WHY TSM
  • WHY TSM (2)
  • Slide 4
  • TOTAL SERVICE MANAGEMENT (2)
  • OUTCOMES OF TSM
  • TOTAL SERVICE MANAGEMENT LIFE-CYCLE
  • COMPONENTS OF TSM
  • TSM- SERVICE SUPPORT
  • TSM- SERVICE DELIVERY
  • Slide 11
  • Slide 12
  • Slide 13
  • INCIDENT MANAGEMENT
  • INCIDENT MANAGEMENT (2)
  • INCIDENT MANAGEMENT (3)
  • INCIDENT MANAGEMENT (4)
  • PROBLEM MANAGEMENT
  • PROBLEM MANAGEMENT (2)
  • PROBLEM MANAGEMENT (3)
  • CHANGE MANAGEMENT
  • CHANGE MANAGEMENT (2)
  • RELEASE MANAGEMENT
  • RELEASE MANAGEMENT (2)
  • CONFIGURATION MANAGEMENT
  • CONFIGURATION MANAGEMENT (2)
  • CAPACITY MANAGEMENT
  • CAPACITY MANAGEMENT (2)
  • IT SERVICES CONTINUITY MANAGEMENT
  • AVAILABILTY MANAGEMENT
  • AVAILABILTY MANAGEMENT (2)
  • SERVICE DELIVERY PROCESS MODEL
  • LEVELS OF SERVICE MANAGEMENT
  • Slide 34
  • SERVICE LEVEL MANAGEMENT PROCESS
  • TSM ndash PROCESS FLOW
  • TSM can be an easy task where
  • STEPS of TSM
  • THANK YOU
Page 6: Total service management

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
  • WHY TSM
  • WHY TSM (2)
  • Slide 4
  • TOTAL SERVICE MANAGEMENT (2)
  • OUTCOMES OF TSM
  • TOTAL SERVICE MANAGEMENT LIFE-CYCLE
  • COMPONENTS OF TSM
  • TSM- SERVICE SUPPORT
  • TSM- SERVICE DELIVERY
  • Slide 11
  • Slide 12
  • Slide 13
  • INCIDENT MANAGEMENT
  • INCIDENT MANAGEMENT (2)
  • INCIDENT MANAGEMENT (3)
  • INCIDENT MANAGEMENT (4)
  • PROBLEM MANAGEMENT
  • PROBLEM MANAGEMENT (2)
  • PROBLEM MANAGEMENT (3)
  • CHANGE MANAGEMENT
  • CHANGE MANAGEMENT (2)
  • RELEASE MANAGEMENT
  • RELEASE MANAGEMENT (2)
  • CONFIGURATION MANAGEMENT
  • CONFIGURATION MANAGEMENT (2)
  • CAPACITY MANAGEMENT
  • CAPACITY MANAGEMENT (2)
  • IT SERVICES CONTINUITY MANAGEMENT
  • AVAILABILTY MANAGEMENT
  • AVAILABILTY MANAGEMENT (2)
  • SERVICE DELIVERY PROCESS MODEL
  • LEVELS OF SERVICE MANAGEMENT
  • Slide 34
  • SERVICE LEVEL MANAGEMENT PROCESS
  • TSM ndash PROCESS FLOW
  • TSM can be an easy task where
  • STEPS of TSM
  • THANK YOU
Page 7: Total service management

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
  • WHY TSM
  • WHY TSM (2)
  • Slide 4
  • TOTAL SERVICE MANAGEMENT (2)
  • OUTCOMES OF TSM
  • TOTAL SERVICE MANAGEMENT LIFE-CYCLE
  • COMPONENTS OF TSM
  • TSM- SERVICE SUPPORT
  • TSM- SERVICE DELIVERY
  • Slide 11
  • Slide 12
  • Slide 13
  • INCIDENT MANAGEMENT
  • INCIDENT MANAGEMENT (2)
  • INCIDENT MANAGEMENT (3)
  • INCIDENT MANAGEMENT (4)
  • PROBLEM MANAGEMENT
  • PROBLEM MANAGEMENT (2)
  • PROBLEM MANAGEMENT (3)
  • CHANGE MANAGEMENT
  • CHANGE MANAGEMENT (2)
  • RELEASE MANAGEMENT
  • RELEASE MANAGEMENT (2)
  • CONFIGURATION MANAGEMENT
  • CONFIGURATION MANAGEMENT (2)
  • CAPACITY MANAGEMENT
  • CAPACITY MANAGEMENT (2)
  • IT SERVICES CONTINUITY MANAGEMENT
  • AVAILABILTY MANAGEMENT
  • AVAILABILTY MANAGEMENT (2)
  • SERVICE DELIVERY PROCESS MODEL
  • LEVELS OF SERVICE MANAGEMENT
  • Slide 34
  • SERVICE LEVEL MANAGEMENT PROCESS
  • TSM ndash PROCESS FLOW
  • TSM can be an easy task where
  • STEPS of TSM
  • THANK YOU
Page 8: Total service management

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
  • WHY TSM
  • WHY TSM (2)
  • Slide 4
  • TOTAL SERVICE MANAGEMENT (2)
  • OUTCOMES OF TSM
  • TOTAL SERVICE MANAGEMENT LIFE-CYCLE
  • COMPONENTS OF TSM
  • TSM- SERVICE SUPPORT
  • TSM- SERVICE DELIVERY
  • Slide 11
  • Slide 12
  • Slide 13
  • INCIDENT MANAGEMENT
  • INCIDENT MANAGEMENT (2)
  • INCIDENT MANAGEMENT (3)
  • INCIDENT MANAGEMENT (4)
  • PROBLEM MANAGEMENT
  • PROBLEM MANAGEMENT (2)
  • PROBLEM MANAGEMENT (3)
  • CHANGE MANAGEMENT
  • CHANGE MANAGEMENT (2)
  • RELEASE MANAGEMENT
  • RELEASE MANAGEMENT (2)
  • CONFIGURATION MANAGEMENT
  • CONFIGURATION MANAGEMENT (2)
  • CAPACITY MANAGEMENT
  • CAPACITY MANAGEMENT (2)
  • IT SERVICES CONTINUITY MANAGEMENT
  • AVAILABILTY MANAGEMENT
  • AVAILABILTY MANAGEMENT (2)
  • SERVICE DELIVERY PROCESS MODEL
  • LEVELS OF SERVICE MANAGEMENT
  • Slide 34
  • SERVICE LEVEL MANAGEMENT PROCESS
  • TSM ndash PROCESS FLOW
  • TSM can be an easy task where
  • STEPS of TSM
  • THANK YOU
Page 9: Total service management

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
  • WHY TSM
  • WHY TSM (2)
  • Slide 4
  • TOTAL SERVICE MANAGEMENT (2)
  • OUTCOMES OF TSM
  • TOTAL SERVICE MANAGEMENT LIFE-CYCLE
  • COMPONENTS OF TSM
  • TSM- SERVICE SUPPORT
  • TSM- SERVICE DELIVERY
  • Slide 11
  • Slide 12
  • Slide 13
  • INCIDENT MANAGEMENT
  • INCIDENT MANAGEMENT (2)
  • INCIDENT MANAGEMENT (3)
  • INCIDENT MANAGEMENT (4)
  • PROBLEM MANAGEMENT
  • PROBLEM MANAGEMENT (2)
  • PROBLEM MANAGEMENT (3)
  • CHANGE MANAGEMENT
  • CHANGE MANAGEMENT (2)
  • RELEASE MANAGEMENT
  • RELEASE MANAGEMENT (2)
  • CONFIGURATION MANAGEMENT
  • CONFIGURATION MANAGEMENT (2)
  • CAPACITY MANAGEMENT
  • CAPACITY MANAGEMENT (2)
  • IT SERVICES CONTINUITY MANAGEMENT
  • AVAILABILTY MANAGEMENT
  • AVAILABILTY MANAGEMENT (2)
  • SERVICE DELIVERY PROCESS MODEL
  • LEVELS OF SERVICE MANAGEMENT
  • Slide 34
  • SERVICE LEVEL MANAGEMENT PROCESS
  • TSM ndash PROCESS FLOW
  • TSM can be an easy task where
  • STEPS of TSM
  • THANK YOU
Page 10: Total service 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
  • WHY TSM
  • WHY TSM (2)
  • Slide 4
  • TOTAL SERVICE MANAGEMENT (2)
  • OUTCOMES OF TSM
  • TOTAL SERVICE MANAGEMENT LIFE-CYCLE
  • COMPONENTS OF TSM
  • TSM- SERVICE SUPPORT
  • TSM- SERVICE DELIVERY
  • Slide 11
  • Slide 12
  • Slide 13
  • INCIDENT MANAGEMENT
  • INCIDENT MANAGEMENT (2)
  • INCIDENT MANAGEMENT (3)
  • INCIDENT MANAGEMENT (4)
  • PROBLEM MANAGEMENT
  • PROBLEM MANAGEMENT (2)
  • PROBLEM MANAGEMENT (3)
  • CHANGE MANAGEMENT
  • CHANGE MANAGEMENT (2)
  • RELEASE MANAGEMENT
  • RELEASE MANAGEMENT (2)
  • CONFIGURATION MANAGEMENT
  • CONFIGURATION MANAGEMENT (2)
  • CAPACITY MANAGEMENT
  • CAPACITY MANAGEMENT (2)
  • IT SERVICES CONTINUITY MANAGEMENT
  • AVAILABILTY MANAGEMENT
  • AVAILABILTY MANAGEMENT (2)
  • SERVICE DELIVERY PROCESS MODEL
  • LEVELS OF SERVICE MANAGEMENT
  • Slide 34
  • SERVICE LEVEL MANAGEMENT PROCESS
  • TSM ndash PROCESS FLOW
  • TSM can be an easy task where
  • STEPS of TSM
  • THANK YOU
Page 11: Total service 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
  • WHY TSM
  • WHY TSM (2)
  • Slide 4
  • TOTAL SERVICE MANAGEMENT (2)
  • OUTCOMES OF TSM
  • TOTAL SERVICE MANAGEMENT LIFE-CYCLE
  • COMPONENTS OF TSM
  • TSM- SERVICE SUPPORT
  • TSM- SERVICE DELIVERY
  • Slide 11
  • Slide 12
  • Slide 13
  • INCIDENT MANAGEMENT
  • INCIDENT MANAGEMENT (2)
  • INCIDENT MANAGEMENT (3)
  • INCIDENT MANAGEMENT (4)
  • PROBLEM MANAGEMENT
  • PROBLEM MANAGEMENT (2)
  • PROBLEM MANAGEMENT (3)
  • CHANGE MANAGEMENT
  • CHANGE MANAGEMENT (2)
  • RELEASE MANAGEMENT
  • RELEASE MANAGEMENT (2)
  • CONFIGURATION MANAGEMENT
  • CONFIGURATION MANAGEMENT (2)
  • CAPACITY MANAGEMENT
  • CAPACITY MANAGEMENT (2)
  • IT SERVICES CONTINUITY MANAGEMENT
  • AVAILABILTY MANAGEMENT
  • AVAILABILTY MANAGEMENT (2)
  • SERVICE DELIVERY PROCESS MODEL
  • LEVELS OF SERVICE MANAGEMENT
  • Slide 34
  • SERVICE LEVEL MANAGEMENT PROCESS
  • TSM ndash PROCESS FLOW
  • TSM can be an easy task where
  • STEPS of TSM
  • THANK YOU
Page 12: Total service management

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
  • WHY TSM
  • WHY TSM (2)
  • Slide 4
  • TOTAL SERVICE MANAGEMENT (2)
  • OUTCOMES OF TSM
  • TOTAL SERVICE MANAGEMENT LIFE-CYCLE
  • COMPONENTS OF TSM
  • TSM- SERVICE SUPPORT
  • TSM- SERVICE DELIVERY
  • Slide 11
  • Slide 12
  • Slide 13
  • INCIDENT MANAGEMENT
  • INCIDENT MANAGEMENT (2)
  • INCIDENT MANAGEMENT (3)
  • INCIDENT MANAGEMENT (4)
  • PROBLEM MANAGEMENT
  • PROBLEM MANAGEMENT (2)
  • PROBLEM MANAGEMENT (3)
  • CHANGE MANAGEMENT
  • CHANGE MANAGEMENT (2)
  • RELEASE MANAGEMENT
  • RELEASE MANAGEMENT (2)
  • CONFIGURATION MANAGEMENT
  • CONFIGURATION MANAGEMENT (2)
  • CAPACITY MANAGEMENT
  • CAPACITY MANAGEMENT (2)
  • IT SERVICES CONTINUITY MANAGEMENT
  • AVAILABILTY MANAGEMENT
  • AVAILABILTY MANAGEMENT (2)
  • SERVICE DELIVERY PROCESS MODEL
  • LEVELS OF SERVICE MANAGEMENT
  • Slide 34
  • SERVICE LEVEL MANAGEMENT PROCESS
  • TSM ndash PROCESS FLOW
  • TSM can be an easy task where
  • STEPS of TSM
  • THANK YOU
Page 13: Total service 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
  • WHY TSM
  • WHY TSM (2)
  • Slide 4
  • TOTAL SERVICE MANAGEMENT (2)
  • OUTCOMES OF TSM
  • TOTAL SERVICE MANAGEMENT LIFE-CYCLE
  • COMPONENTS OF TSM
  • TSM- SERVICE SUPPORT
  • TSM- SERVICE DELIVERY
  • Slide 11
  • Slide 12
  • Slide 13
  • INCIDENT MANAGEMENT
  • INCIDENT MANAGEMENT (2)
  • INCIDENT MANAGEMENT (3)
  • INCIDENT MANAGEMENT (4)
  • PROBLEM MANAGEMENT
  • PROBLEM MANAGEMENT (2)
  • PROBLEM MANAGEMENT (3)
  • CHANGE MANAGEMENT
  • CHANGE MANAGEMENT (2)
  • RELEASE MANAGEMENT
  • RELEASE MANAGEMENT (2)
  • CONFIGURATION MANAGEMENT
  • CONFIGURATION MANAGEMENT (2)
  • CAPACITY MANAGEMENT
  • CAPACITY MANAGEMENT (2)
  • IT SERVICES CONTINUITY MANAGEMENT
  • AVAILABILTY MANAGEMENT
  • AVAILABILTY MANAGEMENT (2)
  • SERVICE DELIVERY PROCESS MODEL
  • LEVELS OF SERVICE MANAGEMENT
  • Slide 34
  • SERVICE LEVEL MANAGEMENT PROCESS
  • TSM ndash PROCESS FLOW
  • TSM can be an easy task where
  • STEPS of TSM
  • THANK YOU
Page 14: Total service management

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
  • WHY TSM
  • WHY TSM (2)
  • Slide 4
  • TOTAL SERVICE MANAGEMENT (2)
  • OUTCOMES OF TSM
  • TOTAL SERVICE MANAGEMENT LIFE-CYCLE
  • COMPONENTS OF TSM
  • TSM- SERVICE SUPPORT
  • TSM- SERVICE DELIVERY
  • Slide 11
  • Slide 12
  • Slide 13
  • INCIDENT MANAGEMENT
  • INCIDENT MANAGEMENT (2)
  • INCIDENT MANAGEMENT (3)
  • INCIDENT MANAGEMENT (4)
  • PROBLEM MANAGEMENT
  • PROBLEM MANAGEMENT (2)
  • PROBLEM MANAGEMENT (3)
  • CHANGE MANAGEMENT
  • CHANGE MANAGEMENT (2)
  • RELEASE MANAGEMENT
  • RELEASE MANAGEMENT (2)
  • CONFIGURATION MANAGEMENT
  • CONFIGURATION MANAGEMENT (2)
  • CAPACITY MANAGEMENT
  • CAPACITY MANAGEMENT (2)
  • IT SERVICES CONTINUITY MANAGEMENT
  • AVAILABILTY MANAGEMENT
  • AVAILABILTY MANAGEMENT (2)
  • SERVICE DELIVERY PROCESS MODEL
  • LEVELS OF SERVICE MANAGEMENT
  • Slide 34
  • SERVICE LEVEL MANAGEMENT PROCESS
  • TSM ndash PROCESS FLOW
  • TSM can be an easy task where
  • STEPS of TSM
  • THANK YOU
Page 15: Total service management

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
  • WHY TSM
  • WHY TSM (2)
  • Slide 4
  • TOTAL SERVICE MANAGEMENT (2)
  • OUTCOMES OF TSM
  • TOTAL SERVICE MANAGEMENT LIFE-CYCLE
  • COMPONENTS OF TSM
  • TSM- SERVICE SUPPORT
  • TSM- SERVICE DELIVERY
  • Slide 11
  • Slide 12
  • Slide 13
  • INCIDENT MANAGEMENT
  • INCIDENT MANAGEMENT (2)
  • INCIDENT MANAGEMENT (3)
  • INCIDENT MANAGEMENT (4)
  • PROBLEM MANAGEMENT
  • PROBLEM MANAGEMENT (2)
  • PROBLEM MANAGEMENT (3)
  • CHANGE MANAGEMENT
  • CHANGE MANAGEMENT (2)
  • RELEASE MANAGEMENT
  • RELEASE MANAGEMENT (2)
  • CONFIGURATION MANAGEMENT
  • CONFIGURATION MANAGEMENT (2)
  • CAPACITY MANAGEMENT
  • CAPACITY MANAGEMENT (2)
  • IT SERVICES CONTINUITY MANAGEMENT
  • AVAILABILTY MANAGEMENT
  • AVAILABILTY MANAGEMENT (2)
  • SERVICE DELIVERY PROCESS MODEL
  • LEVELS OF SERVICE MANAGEMENT
  • Slide 34
  • SERVICE LEVEL MANAGEMENT PROCESS
  • TSM ndash PROCESS FLOW
  • TSM can be an easy task where
  • STEPS of TSM
  • THANK YOU
Page 16: Total service management

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
  • WHY TSM
  • WHY TSM (2)
  • Slide 4
  • TOTAL SERVICE MANAGEMENT (2)
  • OUTCOMES OF TSM
  • TOTAL SERVICE MANAGEMENT LIFE-CYCLE
  • COMPONENTS OF TSM
  • TSM- SERVICE SUPPORT
  • TSM- SERVICE DELIVERY
  • Slide 11
  • Slide 12
  • Slide 13
  • INCIDENT MANAGEMENT
  • INCIDENT MANAGEMENT (2)
  • INCIDENT MANAGEMENT (3)
  • INCIDENT MANAGEMENT (4)
  • PROBLEM MANAGEMENT
  • PROBLEM MANAGEMENT (2)
  • PROBLEM MANAGEMENT (3)
  • CHANGE MANAGEMENT
  • CHANGE MANAGEMENT (2)
  • RELEASE MANAGEMENT
  • RELEASE MANAGEMENT (2)
  • CONFIGURATION MANAGEMENT
  • CONFIGURATION MANAGEMENT (2)
  • CAPACITY MANAGEMENT
  • CAPACITY MANAGEMENT (2)
  • IT SERVICES CONTINUITY MANAGEMENT
  • AVAILABILTY MANAGEMENT
  • AVAILABILTY MANAGEMENT (2)
  • SERVICE DELIVERY PROCESS MODEL
  • LEVELS OF SERVICE MANAGEMENT
  • Slide 34
  • SERVICE LEVEL MANAGEMENT PROCESS
  • TSM ndash PROCESS FLOW
  • TSM can be an easy task where
  • STEPS of TSM
  • THANK YOU
Page 17: Total service management

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
  • WHY TSM
  • WHY TSM (2)
  • Slide 4
  • TOTAL SERVICE MANAGEMENT (2)
  • OUTCOMES OF TSM
  • TOTAL SERVICE MANAGEMENT LIFE-CYCLE
  • COMPONENTS OF TSM
  • TSM- SERVICE SUPPORT
  • TSM- SERVICE DELIVERY
  • Slide 11
  • Slide 12
  • Slide 13
  • INCIDENT MANAGEMENT
  • INCIDENT MANAGEMENT (2)
  • INCIDENT MANAGEMENT (3)
  • INCIDENT MANAGEMENT (4)
  • PROBLEM MANAGEMENT
  • PROBLEM MANAGEMENT (2)
  • PROBLEM MANAGEMENT (3)
  • CHANGE MANAGEMENT
  • CHANGE MANAGEMENT (2)
  • RELEASE MANAGEMENT
  • RELEASE MANAGEMENT (2)
  • CONFIGURATION MANAGEMENT
  • CONFIGURATION MANAGEMENT (2)
  • CAPACITY MANAGEMENT
  • CAPACITY MANAGEMENT (2)
  • IT SERVICES CONTINUITY MANAGEMENT
  • AVAILABILTY MANAGEMENT
  • AVAILABILTY MANAGEMENT (2)
  • SERVICE DELIVERY PROCESS MODEL
  • LEVELS OF SERVICE MANAGEMENT
  • Slide 34
  • SERVICE LEVEL MANAGEMENT PROCESS
  • TSM ndash PROCESS FLOW
  • TSM can be an easy task where
  • STEPS of TSM
  • THANK YOU
Page 18: Total service 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
  • WHY TSM
  • WHY TSM (2)
  • Slide 4
  • TOTAL SERVICE MANAGEMENT (2)
  • OUTCOMES OF TSM
  • TOTAL SERVICE MANAGEMENT LIFE-CYCLE
  • COMPONENTS OF TSM
  • TSM- SERVICE SUPPORT
  • TSM- SERVICE DELIVERY
  • Slide 11
  • Slide 12
  • Slide 13
  • INCIDENT MANAGEMENT
  • INCIDENT MANAGEMENT (2)
  • INCIDENT MANAGEMENT (3)
  • INCIDENT MANAGEMENT (4)
  • PROBLEM MANAGEMENT
  • PROBLEM MANAGEMENT (2)
  • PROBLEM MANAGEMENT (3)
  • CHANGE MANAGEMENT
  • CHANGE MANAGEMENT (2)
  • RELEASE MANAGEMENT
  • RELEASE MANAGEMENT (2)
  • CONFIGURATION MANAGEMENT
  • CONFIGURATION MANAGEMENT (2)
  • CAPACITY MANAGEMENT
  • CAPACITY MANAGEMENT (2)
  • IT SERVICES CONTINUITY MANAGEMENT
  • AVAILABILTY MANAGEMENT
  • AVAILABILTY MANAGEMENT (2)
  • SERVICE DELIVERY PROCESS MODEL
  • LEVELS OF SERVICE MANAGEMENT
  • Slide 34
  • SERVICE LEVEL MANAGEMENT PROCESS
  • TSM ndash PROCESS FLOW
  • TSM can be an easy task where
  • STEPS of TSM
  • THANK YOU
Page 19: Total service management

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
  • WHY TSM
  • WHY TSM (2)
  • Slide 4
  • TOTAL SERVICE MANAGEMENT (2)
  • OUTCOMES OF TSM
  • TOTAL SERVICE MANAGEMENT LIFE-CYCLE
  • COMPONENTS OF TSM
  • TSM- SERVICE SUPPORT
  • TSM- SERVICE DELIVERY
  • Slide 11
  • Slide 12
  • Slide 13
  • INCIDENT MANAGEMENT
  • INCIDENT MANAGEMENT (2)
  • INCIDENT MANAGEMENT (3)
  • INCIDENT MANAGEMENT (4)
  • PROBLEM MANAGEMENT
  • PROBLEM MANAGEMENT (2)
  • PROBLEM MANAGEMENT (3)
  • CHANGE MANAGEMENT
  • CHANGE MANAGEMENT (2)
  • RELEASE MANAGEMENT
  • RELEASE MANAGEMENT (2)
  • CONFIGURATION MANAGEMENT
  • CONFIGURATION MANAGEMENT (2)
  • CAPACITY MANAGEMENT
  • CAPACITY MANAGEMENT (2)
  • IT SERVICES CONTINUITY MANAGEMENT
  • AVAILABILTY MANAGEMENT
  • AVAILABILTY MANAGEMENT (2)
  • SERVICE DELIVERY PROCESS MODEL
  • LEVELS OF SERVICE MANAGEMENT
  • Slide 34
  • SERVICE LEVEL MANAGEMENT PROCESS
  • TSM ndash PROCESS FLOW
  • TSM can be an easy task where
  • STEPS of TSM
  • THANK YOU
Page 20: Total service management

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
  • WHY TSM
  • WHY TSM (2)
  • Slide 4
  • TOTAL SERVICE MANAGEMENT (2)
  • OUTCOMES OF TSM
  • TOTAL SERVICE MANAGEMENT LIFE-CYCLE
  • COMPONENTS OF TSM
  • TSM- SERVICE SUPPORT
  • TSM- SERVICE DELIVERY
  • Slide 11
  • Slide 12
  • Slide 13
  • INCIDENT MANAGEMENT
  • INCIDENT MANAGEMENT (2)
  • INCIDENT MANAGEMENT (3)
  • INCIDENT MANAGEMENT (4)
  • PROBLEM MANAGEMENT
  • PROBLEM MANAGEMENT (2)
  • PROBLEM MANAGEMENT (3)
  • CHANGE MANAGEMENT
  • CHANGE MANAGEMENT (2)
  • RELEASE MANAGEMENT
  • RELEASE MANAGEMENT (2)
  • CONFIGURATION MANAGEMENT
  • CONFIGURATION MANAGEMENT (2)
  • CAPACITY MANAGEMENT
  • CAPACITY MANAGEMENT (2)
  • IT SERVICES CONTINUITY MANAGEMENT
  • AVAILABILTY MANAGEMENT
  • AVAILABILTY MANAGEMENT (2)
  • SERVICE DELIVERY PROCESS MODEL
  • LEVELS OF SERVICE MANAGEMENT
  • Slide 34
  • SERVICE LEVEL MANAGEMENT PROCESS
  • TSM ndash PROCESS FLOW
  • TSM can be an easy task where
  • STEPS of TSM
  • THANK YOU
Page 21: Total service management

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
  • WHY TSM
  • WHY TSM (2)
  • Slide 4
  • TOTAL SERVICE MANAGEMENT (2)
  • OUTCOMES OF TSM
  • TOTAL SERVICE MANAGEMENT LIFE-CYCLE
  • COMPONENTS OF TSM
  • TSM- SERVICE SUPPORT
  • TSM- SERVICE DELIVERY
  • Slide 11
  • Slide 12
  • Slide 13
  • INCIDENT MANAGEMENT
  • INCIDENT MANAGEMENT (2)
  • INCIDENT MANAGEMENT (3)
  • INCIDENT MANAGEMENT (4)
  • PROBLEM MANAGEMENT
  • PROBLEM MANAGEMENT (2)
  • PROBLEM MANAGEMENT (3)
  • CHANGE MANAGEMENT
  • CHANGE MANAGEMENT (2)
  • RELEASE MANAGEMENT
  • RELEASE MANAGEMENT (2)
  • CONFIGURATION MANAGEMENT
  • CONFIGURATION MANAGEMENT (2)
  • CAPACITY MANAGEMENT
  • CAPACITY MANAGEMENT (2)
  • IT SERVICES CONTINUITY MANAGEMENT
  • AVAILABILTY MANAGEMENT
  • AVAILABILTY MANAGEMENT (2)
  • SERVICE DELIVERY PROCESS MODEL
  • LEVELS OF SERVICE MANAGEMENT
  • Slide 34
  • SERVICE LEVEL MANAGEMENT PROCESS
  • TSM ndash PROCESS FLOW
  • TSM can be an easy task where
  • STEPS of TSM
  • THANK YOU
Page 22: Total service management

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
  • WHY TSM
  • WHY TSM (2)
  • Slide 4
  • TOTAL SERVICE MANAGEMENT (2)
  • OUTCOMES OF TSM
  • TOTAL SERVICE MANAGEMENT LIFE-CYCLE
  • COMPONENTS OF TSM
  • TSM- SERVICE SUPPORT
  • TSM- SERVICE DELIVERY
  • Slide 11
  • Slide 12
  • Slide 13
  • INCIDENT MANAGEMENT
  • INCIDENT MANAGEMENT (2)
  • INCIDENT MANAGEMENT (3)
  • INCIDENT MANAGEMENT (4)
  • PROBLEM MANAGEMENT
  • PROBLEM MANAGEMENT (2)
  • PROBLEM MANAGEMENT (3)
  • CHANGE MANAGEMENT
  • CHANGE MANAGEMENT (2)
  • RELEASE MANAGEMENT
  • RELEASE MANAGEMENT (2)
  • CONFIGURATION MANAGEMENT
  • CONFIGURATION MANAGEMENT (2)
  • CAPACITY MANAGEMENT
  • CAPACITY MANAGEMENT (2)
  • IT SERVICES CONTINUITY MANAGEMENT
  • AVAILABILTY MANAGEMENT
  • AVAILABILTY MANAGEMENT (2)
  • SERVICE DELIVERY PROCESS MODEL
  • LEVELS OF SERVICE MANAGEMENT
  • Slide 34
  • SERVICE LEVEL MANAGEMENT PROCESS
  • TSM ndash PROCESS FLOW
  • TSM can be an easy task where
  • STEPS of TSM
  • THANK YOU
Page 23: Total service management

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
  • WHY TSM
  • WHY TSM (2)
  • Slide 4
  • TOTAL SERVICE MANAGEMENT (2)
  • OUTCOMES OF TSM
  • TOTAL SERVICE MANAGEMENT LIFE-CYCLE
  • COMPONENTS OF TSM
  • TSM- SERVICE SUPPORT
  • TSM- SERVICE DELIVERY
  • Slide 11
  • Slide 12
  • Slide 13
  • INCIDENT MANAGEMENT
  • INCIDENT MANAGEMENT (2)
  • INCIDENT MANAGEMENT (3)
  • INCIDENT MANAGEMENT (4)
  • PROBLEM MANAGEMENT
  • PROBLEM MANAGEMENT (2)
  • PROBLEM MANAGEMENT (3)
  • CHANGE MANAGEMENT
  • CHANGE MANAGEMENT (2)
  • RELEASE MANAGEMENT
  • RELEASE MANAGEMENT (2)
  • CONFIGURATION MANAGEMENT
  • CONFIGURATION MANAGEMENT (2)
  • CAPACITY MANAGEMENT
  • CAPACITY MANAGEMENT (2)
  • IT SERVICES CONTINUITY MANAGEMENT
  • AVAILABILTY MANAGEMENT
  • AVAILABILTY MANAGEMENT (2)
  • SERVICE DELIVERY PROCESS MODEL
  • LEVELS OF SERVICE MANAGEMENT
  • Slide 34
  • SERVICE LEVEL MANAGEMENT PROCESS
  • TSM ndash PROCESS FLOW
  • TSM can be an easy task where
  • STEPS of TSM
  • THANK YOU
Page 24: Total service 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
  • WHY TSM
  • WHY TSM (2)
  • Slide 4
  • TOTAL SERVICE MANAGEMENT (2)
  • OUTCOMES OF TSM
  • TOTAL SERVICE MANAGEMENT LIFE-CYCLE
  • COMPONENTS OF TSM
  • TSM- SERVICE SUPPORT
  • TSM- SERVICE DELIVERY
  • Slide 11
  • Slide 12
  • Slide 13
  • INCIDENT MANAGEMENT
  • INCIDENT MANAGEMENT (2)
  • INCIDENT MANAGEMENT (3)
  • INCIDENT MANAGEMENT (4)
  • PROBLEM MANAGEMENT
  • PROBLEM MANAGEMENT (2)
  • PROBLEM MANAGEMENT (3)
  • CHANGE MANAGEMENT
  • CHANGE MANAGEMENT (2)
  • RELEASE MANAGEMENT
  • RELEASE MANAGEMENT (2)
  • CONFIGURATION MANAGEMENT
  • CONFIGURATION MANAGEMENT (2)
  • CAPACITY MANAGEMENT
  • CAPACITY MANAGEMENT (2)
  • IT SERVICES CONTINUITY MANAGEMENT
  • AVAILABILTY MANAGEMENT
  • AVAILABILTY MANAGEMENT (2)
  • SERVICE DELIVERY PROCESS MODEL
  • LEVELS OF SERVICE MANAGEMENT
  • Slide 34
  • SERVICE LEVEL MANAGEMENT PROCESS
  • TSM ndash PROCESS FLOW
  • TSM can be an easy task where
  • STEPS of TSM
  • THANK YOU
Page 25: Total service management

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
  • WHY TSM
  • WHY TSM (2)
  • Slide 4
  • TOTAL SERVICE MANAGEMENT (2)
  • OUTCOMES OF TSM
  • TOTAL SERVICE MANAGEMENT LIFE-CYCLE
  • COMPONENTS OF TSM
  • TSM- SERVICE SUPPORT
  • TSM- SERVICE DELIVERY
  • Slide 11
  • Slide 12
  • Slide 13
  • INCIDENT MANAGEMENT
  • INCIDENT MANAGEMENT (2)
  • INCIDENT MANAGEMENT (3)
  • INCIDENT MANAGEMENT (4)
  • PROBLEM MANAGEMENT
  • PROBLEM MANAGEMENT (2)
  • PROBLEM MANAGEMENT (3)
  • CHANGE MANAGEMENT
  • CHANGE MANAGEMENT (2)
  • RELEASE MANAGEMENT
  • RELEASE MANAGEMENT (2)
  • CONFIGURATION MANAGEMENT
  • CONFIGURATION MANAGEMENT (2)
  • CAPACITY MANAGEMENT
  • CAPACITY MANAGEMENT (2)
  • IT SERVICES CONTINUITY MANAGEMENT
  • AVAILABILTY MANAGEMENT
  • AVAILABILTY MANAGEMENT (2)
  • SERVICE DELIVERY PROCESS MODEL
  • LEVELS OF SERVICE MANAGEMENT
  • Slide 34
  • SERVICE LEVEL MANAGEMENT PROCESS
  • TSM ndash PROCESS FLOW
  • TSM can be an easy task where
  • STEPS of TSM
  • THANK YOU
Page 26: Total service 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
  • WHY TSM
  • WHY TSM (2)
  • Slide 4
  • TOTAL SERVICE MANAGEMENT (2)
  • OUTCOMES OF TSM
  • TOTAL SERVICE MANAGEMENT LIFE-CYCLE
  • COMPONENTS OF TSM
  • TSM- SERVICE SUPPORT
  • TSM- SERVICE DELIVERY
  • Slide 11
  • Slide 12
  • Slide 13
  • INCIDENT MANAGEMENT
  • INCIDENT MANAGEMENT (2)
  • INCIDENT MANAGEMENT (3)
  • INCIDENT MANAGEMENT (4)
  • PROBLEM MANAGEMENT
  • PROBLEM MANAGEMENT (2)
  • PROBLEM MANAGEMENT (3)
  • CHANGE MANAGEMENT
  • CHANGE MANAGEMENT (2)
  • RELEASE MANAGEMENT
  • RELEASE MANAGEMENT (2)
  • CONFIGURATION MANAGEMENT
  • CONFIGURATION MANAGEMENT (2)
  • CAPACITY MANAGEMENT
  • CAPACITY MANAGEMENT (2)
  • IT SERVICES CONTINUITY MANAGEMENT
  • AVAILABILTY MANAGEMENT
  • AVAILABILTY MANAGEMENT (2)
  • SERVICE DELIVERY PROCESS MODEL
  • LEVELS OF SERVICE MANAGEMENT
  • Slide 34
  • SERVICE LEVEL MANAGEMENT PROCESS
  • TSM ndash PROCESS FLOW
  • TSM can be an easy task where
  • STEPS of TSM
  • THANK YOU
Page 27: Total service management

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
  • WHY TSM
  • WHY TSM (2)
  • Slide 4
  • TOTAL SERVICE MANAGEMENT (2)
  • OUTCOMES OF TSM
  • TOTAL SERVICE MANAGEMENT LIFE-CYCLE
  • COMPONENTS OF TSM
  • TSM- SERVICE SUPPORT
  • TSM- SERVICE DELIVERY
  • Slide 11
  • Slide 12
  • Slide 13
  • INCIDENT MANAGEMENT
  • INCIDENT MANAGEMENT (2)
  • INCIDENT MANAGEMENT (3)
  • INCIDENT MANAGEMENT (4)
  • PROBLEM MANAGEMENT
  • PROBLEM MANAGEMENT (2)
  • PROBLEM MANAGEMENT (3)
  • CHANGE MANAGEMENT
  • CHANGE MANAGEMENT (2)
  • RELEASE MANAGEMENT
  • RELEASE MANAGEMENT (2)
  • CONFIGURATION MANAGEMENT
  • CONFIGURATION MANAGEMENT (2)
  • CAPACITY MANAGEMENT
  • CAPACITY MANAGEMENT (2)
  • IT SERVICES CONTINUITY MANAGEMENT
  • AVAILABILTY MANAGEMENT
  • AVAILABILTY MANAGEMENT (2)
  • SERVICE DELIVERY PROCESS MODEL
  • LEVELS OF SERVICE MANAGEMENT
  • Slide 34
  • SERVICE LEVEL MANAGEMENT PROCESS
  • TSM ndash PROCESS FLOW
  • TSM can be an easy task where
  • STEPS of TSM
  • THANK YOU
Page 28: Total service management

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
  • WHY TSM
  • WHY TSM (2)
  • Slide 4
  • TOTAL SERVICE MANAGEMENT (2)
  • OUTCOMES OF TSM
  • TOTAL SERVICE MANAGEMENT LIFE-CYCLE
  • COMPONENTS OF TSM
  • TSM- SERVICE SUPPORT
  • TSM- SERVICE DELIVERY
  • Slide 11
  • Slide 12
  • Slide 13
  • INCIDENT MANAGEMENT
  • INCIDENT MANAGEMENT (2)
  • INCIDENT MANAGEMENT (3)
  • INCIDENT MANAGEMENT (4)
  • PROBLEM MANAGEMENT
  • PROBLEM MANAGEMENT (2)
  • PROBLEM MANAGEMENT (3)
  • CHANGE MANAGEMENT
  • CHANGE MANAGEMENT (2)
  • RELEASE MANAGEMENT
  • RELEASE MANAGEMENT (2)
  • CONFIGURATION MANAGEMENT
  • CONFIGURATION MANAGEMENT (2)
  • CAPACITY MANAGEMENT
  • CAPACITY MANAGEMENT (2)
  • IT SERVICES CONTINUITY MANAGEMENT
  • AVAILABILTY MANAGEMENT
  • AVAILABILTY MANAGEMENT (2)
  • SERVICE DELIVERY PROCESS MODEL
  • LEVELS OF SERVICE MANAGEMENT
  • Slide 34
  • SERVICE LEVEL MANAGEMENT PROCESS
  • TSM ndash PROCESS FLOW
  • TSM can be an easy task where
  • STEPS of TSM
  • THANK YOU
Page 29: Total service management

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
  • WHY TSM
  • WHY TSM (2)
  • Slide 4
  • TOTAL SERVICE MANAGEMENT (2)
  • OUTCOMES OF TSM
  • TOTAL SERVICE MANAGEMENT LIFE-CYCLE
  • COMPONENTS OF TSM
  • TSM- SERVICE SUPPORT
  • TSM- SERVICE DELIVERY
  • Slide 11
  • Slide 12
  • Slide 13
  • INCIDENT MANAGEMENT
  • INCIDENT MANAGEMENT (2)
  • INCIDENT MANAGEMENT (3)
  • INCIDENT MANAGEMENT (4)
  • PROBLEM MANAGEMENT
  • PROBLEM MANAGEMENT (2)
  • PROBLEM MANAGEMENT (3)
  • CHANGE MANAGEMENT
  • CHANGE MANAGEMENT (2)
  • RELEASE MANAGEMENT
  • RELEASE MANAGEMENT (2)
  • CONFIGURATION MANAGEMENT
  • CONFIGURATION MANAGEMENT (2)
  • CAPACITY MANAGEMENT
  • CAPACITY MANAGEMENT (2)
  • IT SERVICES CONTINUITY MANAGEMENT
  • AVAILABILTY MANAGEMENT
  • AVAILABILTY MANAGEMENT (2)
  • SERVICE DELIVERY PROCESS MODEL
  • LEVELS OF SERVICE MANAGEMENT
  • Slide 34
  • SERVICE LEVEL MANAGEMENT PROCESS
  • TSM ndash PROCESS FLOW
  • TSM can be an easy task where
  • STEPS of TSM
  • THANK YOU
Page 30: Total service management

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
  • WHY TSM
  • WHY TSM (2)
  • Slide 4
  • TOTAL SERVICE MANAGEMENT (2)
  • OUTCOMES OF TSM
  • TOTAL SERVICE MANAGEMENT LIFE-CYCLE
  • COMPONENTS OF TSM
  • TSM- SERVICE SUPPORT
  • TSM- SERVICE DELIVERY
  • Slide 11
  • Slide 12
  • Slide 13
  • INCIDENT MANAGEMENT
  • INCIDENT MANAGEMENT (2)
  • INCIDENT MANAGEMENT (3)
  • INCIDENT MANAGEMENT (4)
  • PROBLEM MANAGEMENT
  • PROBLEM MANAGEMENT (2)
  • PROBLEM MANAGEMENT (3)
  • CHANGE MANAGEMENT
  • CHANGE MANAGEMENT (2)
  • RELEASE MANAGEMENT
  • RELEASE MANAGEMENT (2)
  • CONFIGURATION MANAGEMENT
  • CONFIGURATION MANAGEMENT (2)
  • CAPACITY MANAGEMENT
  • CAPACITY MANAGEMENT (2)
  • IT SERVICES CONTINUITY MANAGEMENT
  • AVAILABILTY MANAGEMENT
  • AVAILABILTY MANAGEMENT (2)
  • SERVICE DELIVERY PROCESS MODEL
  • LEVELS OF SERVICE MANAGEMENT
  • Slide 34
  • SERVICE LEVEL MANAGEMENT PROCESS
  • TSM ndash PROCESS FLOW
  • TSM can be an easy task where
  • STEPS of TSM
  • THANK YOU
Page 31: Total service management

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
  • WHY TSM
  • WHY TSM (2)
  • Slide 4
  • TOTAL SERVICE MANAGEMENT (2)
  • OUTCOMES OF TSM
  • TOTAL SERVICE MANAGEMENT LIFE-CYCLE
  • COMPONENTS OF TSM
  • TSM- SERVICE SUPPORT
  • TSM- SERVICE DELIVERY
  • Slide 11
  • Slide 12
  • Slide 13
  • INCIDENT MANAGEMENT
  • INCIDENT MANAGEMENT (2)
  • INCIDENT MANAGEMENT (3)
  • INCIDENT MANAGEMENT (4)
  • PROBLEM MANAGEMENT
  • PROBLEM MANAGEMENT (2)
  • PROBLEM MANAGEMENT (3)
  • CHANGE MANAGEMENT
  • CHANGE MANAGEMENT (2)
  • RELEASE MANAGEMENT
  • RELEASE MANAGEMENT (2)
  • CONFIGURATION MANAGEMENT
  • CONFIGURATION MANAGEMENT (2)
  • CAPACITY MANAGEMENT
  • CAPACITY MANAGEMENT (2)
  • IT SERVICES CONTINUITY MANAGEMENT
  • AVAILABILTY MANAGEMENT
  • AVAILABILTY MANAGEMENT (2)
  • SERVICE DELIVERY PROCESS MODEL
  • LEVELS OF SERVICE MANAGEMENT
  • Slide 34
  • SERVICE LEVEL MANAGEMENT PROCESS
  • TSM ndash PROCESS FLOW
  • TSM can be an easy task where
  • STEPS of TSM
  • THANK YOU
Page 32: Total service 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
  • WHY TSM
  • WHY TSM (2)
  • Slide 4
  • TOTAL SERVICE MANAGEMENT (2)
  • OUTCOMES OF TSM
  • TOTAL SERVICE MANAGEMENT LIFE-CYCLE
  • COMPONENTS OF TSM
  • TSM- SERVICE SUPPORT
  • TSM- SERVICE DELIVERY
  • Slide 11
  • Slide 12
  • Slide 13
  • INCIDENT MANAGEMENT
  • INCIDENT MANAGEMENT (2)
  • INCIDENT MANAGEMENT (3)
  • INCIDENT MANAGEMENT (4)
  • PROBLEM MANAGEMENT
  • PROBLEM MANAGEMENT (2)
  • PROBLEM MANAGEMENT (3)
  • CHANGE MANAGEMENT
  • CHANGE MANAGEMENT (2)
  • RELEASE MANAGEMENT
  • RELEASE MANAGEMENT (2)
  • CONFIGURATION MANAGEMENT
  • CONFIGURATION MANAGEMENT (2)
  • CAPACITY MANAGEMENT
  • CAPACITY MANAGEMENT (2)
  • IT SERVICES CONTINUITY MANAGEMENT
  • AVAILABILTY MANAGEMENT
  • AVAILABILTY MANAGEMENT (2)
  • SERVICE DELIVERY PROCESS MODEL
  • LEVELS OF SERVICE MANAGEMENT
  • Slide 34
  • SERVICE LEVEL MANAGEMENT PROCESS
  • TSM ndash PROCESS FLOW
  • TSM can be an easy task where
  • STEPS of TSM
  • THANK YOU
Page 33: Total service management

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
  • WHY TSM
  • WHY TSM (2)
  • Slide 4
  • TOTAL SERVICE MANAGEMENT (2)
  • OUTCOMES OF TSM
  • TOTAL SERVICE MANAGEMENT LIFE-CYCLE
  • COMPONENTS OF TSM
  • TSM- SERVICE SUPPORT
  • TSM- SERVICE DELIVERY
  • Slide 11
  • Slide 12
  • Slide 13
  • INCIDENT MANAGEMENT
  • INCIDENT MANAGEMENT (2)
  • INCIDENT MANAGEMENT (3)
  • INCIDENT MANAGEMENT (4)
  • PROBLEM MANAGEMENT
  • PROBLEM MANAGEMENT (2)
  • PROBLEM MANAGEMENT (3)
  • CHANGE MANAGEMENT
  • CHANGE MANAGEMENT (2)
  • RELEASE MANAGEMENT
  • RELEASE MANAGEMENT (2)
  • CONFIGURATION MANAGEMENT
  • CONFIGURATION MANAGEMENT (2)
  • CAPACITY MANAGEMENT
  • CAPACITY MANAGEMENT (2)
  • IT SERVICES CONTINUITY MANAGEMENT
  • AVAILABILTY MANAGEMENT
  • AVAILABILTY MANAGEMENT (2)
  • SERVICE DELIVERY PROCESS MODEL
  • LEVELS OF SERVICE MANAGEMENT
  • Slide 34
  • SERVICE LEVEL MANAGEMENT PROCESS
  • TSM ndash PROCESS FLOW
  • TSM can be an easy task where
  • STEPS of TSM
  • THANK YOU
Page 34: Total service management

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
  • WHY TSM
  • WHY TSM (2)
  • Slide 4
  • TOTAL SERVICE MANAGEMENT (2)
  • OUTCOMES OF TSM
  • TOTAL SERVICE MANAGEMENT LIFE-CYCLE
  • COMPONENTS OF TSM
  • TSM- SERVICE SUPPORT
  • TSM- SERVICE DELIVERY
  • Slide 11
  • Slide 12
  • Slide 13
  • INCIDENT MANAGEMENT
  • INCIDENT MANAGEMENT (2)
  • INCIDENT MANAGEMENT (3)
  • INCIDENT MANAGEMENT (4)
  • PROBLEM MANAGEMENT
  • PROBLEM MANAGEMENT (2)
  • PROBLEM MANAGEMENT (3)
  • CHANGE MANAGEMENT
  • CHANGE MANAGEMENT (2)
  • RELEASE MANAGEMENT
  • RELEASE MANAGEMENT (2)
  • CONFIGURATION MANAGEMENT
  • CONFIGURATION MANAGEMENT (2)
  • CAPACITY MANAGEMENT
  • CAPACITY MANAGEMENT (2)
  • IT SERVICES CONTINUITY MANAGEMENT
  • AVAILABILTY MANAGEMENT
  • AVAILABILTY MANAGEMENT (2)
  • SERVICE DELIVERY PROCESS MODEL
  • LEVELS OF SERVICE MANAGEMENT
  • Slide 34
  • SERVICE LEVEL MANAGEMENT PROCESS
  • TSM ndash PROCESS FLOW
  • TSM can be an easy task where
  • STEPS of TSM
  • THANK YOU
Page 35: Total service management

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
  • WHY TSM
  • WHY TSM (2)
  • Slide 4
  • TOTAL SERVICE MANAGEMENT (2)
  • OUTCOMES OF TSM
  • TOTAL SERVICE MANAGEMENT LIFE-CYCLE
  • COMPONENTS OF TSM
  • TSM- SERVICE SUPPORT
  • TSM- SERVICE DELIVERY
  • Slide 11
  • Slide 12
  • Slide 13
  • INCIDENT MANAGEMENT
  • INCIDENT MANAGEMENT (2)
  • INCIDENT MANAGEMENT (3)
  • INCIDENT MANAGEMENT (4)
  • PROBLEM MANAGEMENT
  • PROBLEM MANAGEMENT (2)
  • PROBLEM MANAGEMENT (3)
  • CHANGE MANAGEMENT
  • CHANGE MANAGEMENT (2)
  • RELEASE MANAGEMENT
  • RELEASE MANAGEMENT (2)
  • CONFIGURATION MANAGEMENT
  • CONFIGURATION MANAGEMENT (2)
  • CAPACITY MANAGEMENT
  • CAPACITY MANAGEMENT (2)
  • IT SERVICES CONTINUITY MANAGEMENT
  • AVAILABILTY MANAGEMENT
  • AVAILABILTY MANAGEMENT (2)
  • SERVICE DELIVERY PROCESS MODEL
  • LEVELS OF SERVICE MANAGEMENT
  • Slide 34
  • SERVICE LEVEL MANAGEMENT PROCESS
  • TSM ndash PROCESS FLOW
  • TSM can be an easy task where
  • STEPS of TSM
  • THANK YOU
Page 36: Total service management

THANK YOU

  • TOTAL SERVICE MANAGEMENT
  • WHY TSM
  • WHY TSM (2)
  • Slide 4
  • TOTAL SERVICE MANAGEMENT (2)
  • OUTCOMES OF TSM
  • TOTAL SERVICE MANAGEMENT LIFE-CYCLE
  • COMPONENTS OF TSM
  • TSM- SERVICE SUPPORT
  • TSM- SERVICE DELIVERY
  • Slide 11
  • Slide 12
  • Slide 13
  • INCIDENT MANAGEMENT
  • INCIDENT MANAGEMENT (2)
  • INCIDENT MANAGEMENT (3)
  • INCIDENT MANAGEMENT (4)
  • PROBLEM MANAGEMENT
  • PROBLEM MANAGEMENT (2)
  • PROBLEM MANAGEMENT (3)
  • CHANGE MANAGEMENT
  • CHANGE MANAGEMENT (2)
  • RELEASE MANAGEMENT
  • RELEASE MANAGEMENT (2)
  • CONFIGURATION MANAGEMENT
  • CONFIGURATION MANAGEMENT (2)
  • CAPACITY MANAGEMENT
  • CAPACITY MANAGEMENT (2)
  • IT SERVICES CONTINUITY MANAGEMENT
  • AVAILABILTY MANAGEMENT
  • AVAILABILTY MANAGEMENT (2)
  • SERVICE DELIVERY PROCESS MODEL
  • LEVELS OF SERVICE MANAGEMENT
  • Slide 34
  • SERVICE LEVEL MANAGEMENT PROCESS
  • TSM ndash PROCESS FLOW
  • TSM can be an easy task where
  • STEPS of TSM
  • THANK YOU