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ServiceDesign
Agenda/Learning ObjectivesAgenda/LearningObjectives
Primarygoals,objectivesandbenefitsofServiceDesigng
GenericconceptsanddefinitionsS i D i P k ServiceDesignPackage
ServicePortfolio(andServiceCatalogue) ServiceProvider&Supplier SLA, OLA, ContractSLA,OLA,Contract Availability
Information Technology Learning
Agenda/Learning ObjectivesAgenda/LearningObjectives
KeyPrinciplesandModels ProcessesProcesses
ServiceLevelManagementS i C l M ServiceCatalogueManagement
AvailabilityManagement InformationSecurityManagement Supplier ManagementSupplierManagement CapacityManagementIT S i C i i M
Information Technology Learning
ITServiceContinuityManagement
DefinitionDefinition
TheDesignofappropriateandinnovativeITservices, includingtheirarchitectures,gprocesses,policiesand documentation,tomeet current and future agreed businessmeetcurrentandfutureagreed businessrequirements
l l ServiceDesigntranslatestrategicplansandobjectivesandcreatesthedesignspecifications forexecutionthroughServiceTransition and Operation
Information Technology Learning
TransitionandOperation
Primary Goals Objectives &PrimaryGoals,Objectives &BenefitsServiceDesign
ObjectivesObjectives
Servicethatmeetbusinessrequirements
Service that minimize/constraint costs of service provisionServicethatminimize/constraint costsofserviceprovision
Servicethatadheretothepoliciesand principlesofServiceStrategy
Designefficientandeffectiveprocessesforthedesign,transitions,operationandimprovementofhighqualityITservices
DesignsecureandresilientITinfrastructure
D i h d d iDesignmeasurementmethodsandmetrics
Reducingtheneedforreworkingandenhancingservices
Information Technology Learning
Benefits (Value to the Business)Benefits(ValuetotheBusiness)
ReduceTotalCostofOwnership(TCO)
Improve quality and consistency of serviceImprovequalityandconsistencyofservice
Easierimplementationofneworchangedservices
Improveservicealignmenttobusinessneed
Moreeffectiveserviceperformance
Improve IT GovernanceImproveITGovernance
Improveinformation&decisionmaking
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Balanced Design PrincipleBalancedDesignPrinciple
Strategy Governance
Functionality
ResourceSchedule
Information Technology Learning
BusinessserviceaBusinessservicebBusinessservicec
BusinessProcess3
BusinessProcess 2
BusinessBusinessProcess6
BusinessProcess 5
BusinessBusinessProcess9
BusinessProcess 8
Business
The business
SLAsSLAsServiceDServiceCService B
Process2Process1 Process5Process4 Process8Process7
IT Services
SKMS
S sSLAsSLAsSe ce CServiceBServiceA
ServiceSt t
ServiceT iti
ServiceO ti
IT ServicesIT
S i D i
SKMSStrategy Transition OperationServiceServicePortfolio
SServiceDesignProcess
SLM SCM
SLAsSLAsSLAsServices
ServiceImprovement
SupplierSecurity
Availability
SLAsSLAsSLAsArchitectures
ITServiceContinuityCapacity
SLAsSLAsSLAsMeasurementmethodsSupportteams
Information Technology Learning
Suppliers
Service Design Package (SDP)ServiceDesignPackage(SDP)
ADocumentdefiningallaspectsofanITServiceanditsrequirementsthrougheachq gstageofitsLifecycle
A Service Design Package is produced for: AServiceDesignPackageisproducedfor: EachnewITService MajorchangetoanITService ITServiceRetirement
Information Technology Learning
The Business Change ProcessTheBusinessChangeProcess
BusinessProcessChange
BusinessRequirements&Feasibility
BusinessProcess
Development
BusinessProcess
Implementation
BusinessBenefit
Realization
IT ServiceRequirement IT Service
ITServiceLifecycle
Information Technology Learning
Service CompositionServiceComposition
B i S iB i S iBusinessServiceRequirement
Requirements/demand:
BusinessServiceRequirement
Requirements/demand:
BusinessProcess3
BusinessProcess2
BusinessProcess1
BusinessServiceABusinessServiceA
Utility:Name,description,
Requirements/demand:Requirements/demand:ITServiceITService
Service
Policy/strategygovernancecompliance
, p ,purpose,impact,contacts
Warranty:Servicelevels,targets,assuranceservicehours,responsibility
SLAs/SLRsincl.Cost/prices
, p y
Assets/resources:Systems,assets,components
A t / biliti
Environment ApplicationsDataInfrastructure
Assets/capabilities:Process,supportingtargets,resources
Assets/capabilities:
OLAscontracts
Supportservices
Support
ITprocess
S li
Information Technology Learning
Assets/capabilities:Resources,staffing,skills
ppteams
Supplier
Design Process ActivitiesDesignProcessActivities
Requirementcollections
Designappropriateservices
Reviewandrevision
Liaisonwithotherprocess
Productionand
mantainance
Revisionofalldesign
documents
Riskassesment
Ensurealignmentwithpolicies&strategies
Information Technology Learning
Design AspectDesignAspect
Servicesolutions incl.allofthefunctionalrequirements,resourcesandcapabilitiesneeded&agreed
ServiceManagementsystemandtools especiallytheServicePortfolioformanagementandcontrolofservicesthroughtheirlifecyle
Technologyarchitecture andmanagementarchitecturesandtoolsrequiredtoprovidetheservices
Processes thatneededtodesign,transition,operateandimprovetheservices
Measurementsystems incl.methodsandmetricsfortheservices,thearchitecturesandtheirconstituentcomponentsandtheprocesses
Information Technology Learning
p p
Designing Service SolutionDesigningServiceSolution
Information Technology Learning
KeyPrinciplesandModels
ServiceDesign
The 4Ps of Service ManagementThe 4P sofServiceManagement
ThesearetheMajorComponentsofServiceManagement ProcessesManagement
ThedesignandsubsequentImplementation of ServiceImplementationofServiceManagement(andindividual service)isabout
ProductPeople
preparingandplanning(designing)theeffectived ffi i t f th f Pandefficientuseofthefour
PsPartners
Information Technology Learning
The 5 Major Aspects of Service DesignThe5MajorAspectsofServiceDesign
TherearefiveindividualaspectsofServiceDesigntobeconsidered:g ThereareofneworchangedservicesThe design of the Service Management Systems & ThedesignoftheServiceManagementSystems&Tools (especiallytheServicePortfolio) Th d i f th t h l hit t d Thedesign ofthetechnologyarchitectureandmanagementsystems
Thedesignoftheprocesses required Thedesignofmeasurementmethodsandmetrics
Information Technology Learning
g
The 5 Major Aspects of Service DesignThe5MajorAspectsofServiceDesign
Thedesignofneworchangedservices
Including all of the functional requirements resources and capabilities needed and agreed Includingallofthefunctionalrequirements,resources,andcapabilitiesneededandagreed(lookatcontentsofSDPfordetails)
ThedesignoftheServiceManagementSystems&Tools (especiallyServiceP tf li )Portfolio)
Requiredordertomanageandcontroltheservicesthroughtheirlifecycle
The design of the technology architecture and management system requiredThedesignofthetechnologyarchitectureandmanagementsystem requiredtoprovidetheservices
Toensurethatthealltechnologyarchitecturesanmanagementsystemsareconsistentwithh h d d h h b l d htheneworchangedserviceandhavethecapabilitytooperateandmaintainthenewservices.
Ifnot,theneitherthearchitectureormanagementsystemswillneedtobeamendedorthedesignofthenewservicewillneedtoberevised
Information Technology Learning
des g o t e e se ce eed to be e sed
The 5 Major Aspects of Service DesignThe5MajorAspectsofServiceDesign
ThedesignoftheProcesses needs todesigntransition operate and improve the services (andtransition,operateandimprovetheservices(andthearchitecturesandprocessesthemselves)
Toensurethattheprocesses,roles,responsibilitiesandskillhavethecapabilitytooperate,supportandmaintainthenewor changed serviceorchangedservice
Ifnotthedesignofthenewserviceswillneedtoberevised ortheexistingprocesscapabilitieswillneedtobeenhanced
ThisincludeallITandServicesManagementprocessesnotjustthekeyServiceDesignprocesses
Information Technology Learning
The 5 Major Aspects of Service DesignThe5MajorAspectsofServiceDesign
Thedesignofmeansurement methodsandmetrics To ensure that the existing measurement methods can provide Toensurethattheexistingmeasurementmethodscanprovidetherequiredmetricsontheneworchangedservice/process
Ifnotthenthemeasurementmethodswillneedtobeenhancedortheserviced/processmetricswillneedtoberevisedTh t th d d d i d h ld Themeasurementmethodsanddesignedshould: reflect requirements,andbedesignedtomeasuretheabilityof design processes to match these requirements;ofdesignprocessestomatchtheserequirements;
reflect theabilityofthedeliveredsolutionstomeettheidentifiedandagreedrequirementsofthebusiness
Information Technology Learning
The 5 Major Aspects of Service DesignThe5MajorAspectsofServiceDesign
Thedesignofmeasurementmethodsandmetrics(contd)( )
Anyprocessmeasurementsselectedneedtoaddress: Progress: milestones and deliverables in the capability of the Progress:milestonesanddeliverables inthecapabilityoftheprocess
Compliance:complianceoftheprocesstogovernancerequirementsandcomplianceofpeopleoftheprocess
Effectiveness:theaccuracyandcorrectnessoftheprocessand its ability to deliver the right resultandits abilitytodeliverthe rightresult
Efficiency:theproductivityoftheprocess,itsspeed,throughputandresourceutilization
Information Technology Learning
(7) Delivery Model Options(7)DeliveryModelOptions
Utilizeinternalorganisationalresourcesinthedesign,development,transition,maintenance,operation,and/or support of a new changed or revised service
Insourcingand/orsupportofanew,changedorrevised service
ili h f l i i ( Utilisestheresourcesofanexternalorganisation(ororganisations)inaformalarrangementtoprovideawelldefinedportionofaservicesdesign,development,maintenance,operations,and/orsupport
Outsourcing, p , / pp
Oftenacombinationofinsourcingandoutsourcing,usinganumberofoutsourcingorganisationsworkingtogethertodesign,develop, transition,maintain,operate,and/orsupportaportionofaservice
Cosourcing
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(7) Delivery Model Options(7)DeliveryModelOptions
Formalarrangementsbetweentwoormoreorganisationstoworktogethertodesign,develop,transition,maintain,
Partnershiplti operate,and/orsupportITservice(s)
Thefocus heretendstobeonstrategicpartnershipthatleveragecriticalexpertiseormarketopportunities
ormultisourcingg
Relocationofentirebusinessfunctionsusingformalarrangementbetweenorganizationswhereoneorganisationprovidesandmanagestheotherorganisations entire business process(es) or function(s) in
Businessprocess organisation sentirebusinessprocess(es)orfunction(s)in
alowcostlocation Commonexamplesaredatacentreand payrolloperations
processoutsourcing
Information Technology Learning
(7) Delivery Model Options(7)DeliveryModelOptions
InvolvesformalarrangementswithanApplicationServiceProvider(ASP)organisationthatwillprovidesharedcomputerbasedservicestocustomer organisationsoveranetwork
ApplicationS i Applicationofferedinthiswayoftentermedondemand
ThroughASPsthecomplexitiesandcostsofshareds/wcanbereduced(andprovidetoorganisationsthatmaynototherwisebeabletojustifyinvestment
ServiceProvision j y
ThenewestformofsourcingKPOisa stepaheadofBPOinonerespectKPOorganisationsprovidedomainbasedprocessesbusinessexpertise rather than just process expertise and requires
Knowledgeprocess expertiseratherthanjustprocessexpertiseandrequires
advancedanaytical andspecializedskillsfromthe outsourcingorganization
processoutsourcing
Information Technology Learning
ServiceLevelManagement
ServiceDesign
Service Level ManagementServiceLevelManagement
Theprocessofnegotiating,agreeinganddocumentingappropriateITservicetargetsg pp p gwiththebusiness,andthenmonitoringandreporting on the service providers ability toreportingontheserviceprovidersabilitytodelivertheagreedlevelofservice
Information Technology Learning
Goal of SLMGoalofSLM
Thegoal oftheServiceLevelManagementprocessistoensurethatanagreedlevelofITserviceisprovidedforallcurrentITservice,andthatfutureservicearedesignedanddeliveredtoagreedachievabletargets
Information Technology Learning
ObjectivesObjectives
f d d h l l f Define,document,agree,monitor,reportandreviewthelevelofITservicesprovided
Provideandimprovetherelationshipandcommunicationwiththep pbusinessandcustomer
EnsurethatspecificandmeasurabletargetsaredevelopedforallITservicesservices
Monitorandimprovecustomersatisfactionwiththequalityofservicedelivered
EnsurethatITandthecustomershaveaclearandunambiguousexpectationofthelevelofservicetobedelivered
Ensure that proactive measures to improve the level of service delivered Ensurethatproactivemeasurestoimprovethelevelofservicedeliveredareimplementedwhereveritiscostjustifiabletodoso
Information Technology Learning
Key ActivitiesKeyActivities
Developrelationshipwithbusiness,customers,andstakeholders
Determinate,Negotiate,Document,&agreeRequirements for new and changed services inRequirementsfornewandchangedservicesinSLRs
Develop&manageSLAsforOperationalServiceService
Reviewandrevised underpinningOLAsinlineith SLA
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withSLAs
Key ActivitiesKeyActivities
MonitorandmeasureserviceperformanceagainstSLATargetsg g
CollatemeasureandimproveCustomerSatisfactionSatisfaction
ProduceServiceReports ConductServiceReviewandInstigateimprovements within an overall ServiceimprovementswithinanoverallServiceImprovement Program/Plan(SIP)
Information Technology Learning
Basic ConceptsBasicConcepts
Writtenagreementbetweenan ITserviceprovider&theITcustomer(s),definingquantitativelyandqualitativelytheservicebeingofferedtoacustomer,thekeyservicetargets
ServiceLevelAgreement(SLA)
andresponsibilitiesofbothpartiesg ( )
AgreementbetweenanITserviceprovider&anotherpartofthesameorganizationthatassistswiththeprovisionofservices
OperationalLevelAgreement(OLA)
Formal contract between an IT Service Provider & a ThirdContract (formerly FormalcontractbetweenanITServiceProvider&aThirdPartycoveringdeliveryofservicesthatsupporttheITorganisationintheirdeliveryofservices.
Contract(formerlyknowasUnderpinning
Contract U/C)
Information Technology Learning
Basic ConceptsBasicConcepts
AdocumentownedbytheBusinessowneroftheServiceServiceLevel
R i Detailsthedesiredlevelofservice GenerallyusedasastartingpointforthedevelopmentoftheSLA,butdoesnotbecomeapartoftheSLA
Requirements(SLRs)
Service AplanorprogrammedestablishedtoimproveanaspectsoftheITservice
Oftendevelopedinconjuction withAvailabilityand
ServiceImprovementP d CapacityManagement
GenerallyownedbyServiceLevelManagementProgrammed
(SIP)
Information Technology Learning
What is an SLA?WhatisanSLA?
TheSLAiseffectivelyalevelofassuranceorwarrantywithregardtothelevelofSecurityqualitydeliveredbytheServiceproviderforeachoftheservicedeliveredtothebusiness
Awrittenagreement(innontechnicallanguage)betweenITServiceProviderandCustomer(s)
Aformalnegotiateddocumentthatdefinesinquantitativetermstheservicebeingofferedtoaq gcustomer
Information Technology Learning
What is an SLA?WhatisanSLA?
Anymetricsincludedshouldbecapableofbeingmeasuredonaregular So ifyoucantmeasureit,dontputitin!
SLAsshouldberenegotiatedwheneverabusinessservicesissubjecttomajorchange RegularupdatingisessentialtoensurethatSLAsremaing p grelevanttoneedsofthebusiness
Itclearlydefinesandarticulatesthekeyservicelevely ytargetsandresponsibilitiesofeachparty
Underpinned by OLA and/or Contract
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UnderpinnedbyOLAand/orContract
Key MetricsKeyMetrics
/ PercentagereductioninSLAtargetsmissed/threatened PercentageincreaseinCustomerperception&satisfactionof
SLA hi tSLAachievements Servicereviews Customer Satisfaction Survey responsesCustomerSatisfactionSurveyresponses
TotalnumberandpercentageincreaseinfullydocumentedSLAsinplacep
PercentageincreaseinSLAsagreedagainstoperationalservicesbeingrun
Percentagereductioninthecostsassociatedwithserviceprovision
Information Technology Learning
Service Level Manager RoleServiceLevelManagerRole
Ensuringthatthecurrentandthefutureservicesrequirementsofcustomersareidentified,understoodanddocumented in SLA and SLR documentsdocumentedinSLAandSLRdocuments
Negotiatingandagreeinglevelsofservicetobedeliveredwiththe customer and formally documenting these levels ofthecustomerandformallydocumentingtheselevelsofserviceSLAs
NegotiatingandagreeingOLAsthatunderpintheSLAsg g g g p EnsuringthattargetsagreedwithinunderpinningOLAsand
Contractsarealigned withSLAtargets
AssistingwiththeproductionandmaintenancetheServicePortfolio(andServiceCatalogue)
Information Technology Learning
Service Level Manager RoleServiceLevelManagerRole
h d d d h b h f EnsuringthatservicereportsareproducedandthatbreachesofSLAtargetsarehighlighted,investigated,andactionstakentopreventtheirrecurrence
Ensuringthatserviceperformancereviewsarescheduled,carriedoutwithcustomersregularlyandaredocumentedwithagreedactionsprogressed
Developing relationships and communication with stakeholders Developingrelationshipsandcommunicationwithstakeholders,customersandkeyusers
Managingcompliance andtheirescalation,andresolution Measuring,recording,analysing andimprovingcustomersatisfaction Reviewingservicescope,SLAs,OLAsandotheragreementsonaregular
basis ideally at least annuallybasis,ideallyatleastannually
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ChallengesChallenges
MonitoringofpreSLAachievements Ensuringtargetsareachievablebeforecommitting tothem
SLAs that are:SLAsthatare: Simplybasedupondesiresratherthanbusinessneeds IT based rather business alignedITbasedratherbusinessaligned Tootechnicalorlengthy¬properlycommunicated
Lack of IT Senior Mgmt commitment LackofITSeniorMgmtcommitment Lackofbusinessparticipation
Information Technology Learning
Viewedasanoverhead
ServiceCatalogueManagement
ServiceDesign
Goal of SCMGoalofSCM
ThegoaloftheSCMProcessistoensurethataService Catalogueisproducedandg pmaintainedcontainingaccurate informationon all operational services and those beingonalloperationalservicesandthosebeingpreparedtoberunoperationally
Information Technology Learning
ObjectiveObjective
TomanagetheinformationcontainedwithintheServiceCatalogueandtoensurethatitisgaccurateandreflectsthecurrentdetails,status interfaces and dependencies of allstatus,interfacesanddependenciesofallservicesthatarebeingrunorbeingpreparedto run in the live environmenttorunintheliveenvironment
Information Technology Learning
Scope & PurposesScope&Purposes
Scope Toprovideandmaintainaccurateinformationonpallservicesthatarebeingtransitionedorhavebeentransitionedtotheliveenvironment
PurposeT id i l f i Toprovideasinglesourceofconsistentinformationonalloftheagreedservicesand
h i i id l il bl h hensurethatitiswidelyavailabletothosethatareapprovedtoaccessit
Information Technology Learning
Value to the BusinessValuetotheBusiness
TheServicesCatalogueprovidesacentralsourceofinformationontheITservicesdeliveredbytheserviceproviderorganization: Thisensuresthatallareasofthebusinesscanviewanaccurate,consistentpictureoftheITservices,theirdetailsandtheirstatus
It t i t f i i f th IT i i ItcontainsacustomerfacingviewoftheITservicesinuse,howtheyareintendedtobeused,thebusinessprocessesthey enable and the levels and quality of service thetheyenable,andthelevelsandqualityofservicethecustomercanexpectofforeachservice
Information Technology Learning
Key ActivitiesKeyActivities
d d d f h ll l Agreeinganddocumentingaservicedefinitionwithallrelevantparties InterfacingwithServicePortfolioManagementonthecontentsofthe
ServicePortfolioandServiceCatalogueg
ProducingandmaintainingaServiceCatalogueanditscontents,inconjunctionwiththeServicePortfolio(incl.BusinessandTechnicalServiceCatalogue aspects)Catalogueaspects)
InterfacingwithSupportTeams,SuppliersandConfigurationManagementoninterfacesanddependenciesbetweenITservicesandthesupportingservices,componentsandCIscontainedwithintheTechnicalServiceCatalogue
Interfacing with Business Relationship Management and Service LevelInterfacingwithBusinessRelationshipManagementandServiceLevelManagementtoensurethatinformationisalignedtothebusinessandbusinessprocess
Information Technology Learning
Key Performance IndicatorsKeyPerformanceIndicators
ThenumberofservicesrecordedandmanagedwithintheServiceCatalogueasapercentageofthosebeingdeliveredandtransitionedintheliveenvironment
ThenumberofvariancesdetectedbetweentheinformationcontainedwithintheServiceCatalogueandtherealworldsituation
PercentageincreaseincompletenessoftheTechnicalg pServiceCatalogueagainstITcomponentsthatsupporttheservices
Information Technology Learning
pp
Service Catalogue Manager RoleServiceCatalogueManagerRole
TheServiceCatalogueManagerhasresponsibilityforproducingandmaintainingtheServiceCatalogue.Thisincludes responsibilities such as:includesresponsibilitiessuchas: Ensuringthatalloperationalserviceandallservicesbeingprepared
foroperationalrunningarerecordedwithintheServiceCatalogue
EnsuringthatalloftheinformationwithintheServiceCatalogueisaccurateanduptodata
Ensuring that all of the information within the Service Catalogue is EnsuringthatalloftheinformationwithintheServiceCatalogueisconsistentwiththeinformationwithintheServicePortfolio
EnsuringthattheinformationwithintheServiceCatalogueisadequatelyprotectedandbackup
Information Technology Learning
ChallengesChallenges
ThemajorchallengesfacingtheSCMprocessisthatofmaintaininganaccurateServiceCatalogueaspartofaServicePortfolio,incorporatingboththeBusinessServiceCatalogueandtheTechnicalServiceCatalogueaspartofanoverallCMSandSKMS
Inordertoachievethis,thecultureoftheorganizationneedstoacceptthattheCatalogueandPortfolioareessentialssourcesofinformationthateveryonewithintheITorganizationneedstouseandhelpmaintain
Information Technology Learning
CapacityManagement
ServiceDesign
DefinitionDefinition
TheprocessresponsibleforensuringthatthecapacityofITservicesandoftheITp yinfrastructureisabletodeliveragreedservicelevel targets in a cost effective and timelyleveltargetsinacost effectiveandtimelymanner
l CapacityManagementprocessesandplanningmustbeinvolvedinallstagesoftheservicelifecyclefromstrategyanddesignthroughtransition and operation to improvement
Information Technology Learning
transitionandoperationtoimprovement
Goal and PurposesGoalandPurposes
Goals ToensurethatjustifiableITcapacityinallareasofIT,alwaysexistandismatchedtothecurrentandfutureagreedneedsofthebusiness,inatimelymanner
Purpose Toprovideapointoffocusandmanagementforall
i d f l d i l i b hcapacityandperformancerelatedissues,relatingtobothservicesandresources
Information Technology Learning
ObjectivesObjectives
d d d d d l ToproducedandmaintainanappropriateanduptodateCapacityPlan,whichreflectsthecurrentandfutureneedsofthebusiness
ToprovideadviceandguidancetoallotherareasofthebusinessanITonp gallcapacityandperformancerelatedissues
Toensurethatserviceperformanceachievementsmeetorexceedalloftheir agreed performance targets by managing the performance andtheiragreedperformancetargets,bymanagingtheperformanceandcapacityofbothservicesandresources
Toassistwiththediagnosisandresolutionofperformanceandcapacityrelatedincidentsandresources
ToassesstheimpactofallchangesontheCapacityPlanandthePerformance and Capacity of all Service and resourcesPerformanceandCapacityofallServiceandresources
ToensurethatproactivemeasurestoimprovetheperformanceofservicesareImplementedwhereveritisjustifiabletodoso
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A Balancing ActA BalancingAct
CostagainstResourcesResourcesneeded
SupplyagainstagainstDemand
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3 Sub Processes3SubProcesses
Isfocusedonthecurrentandfuturebusinessrequirements
BusinessCapacity q
Management
Isfocusedonthedeliveryoftheexistingservicesthatsupportthebusiness
ServiceCapacityManagement
Is focused on the IT infrastructure thatComponent IsfocusedontheITinfrastructurethatunderpinsserviceprovision Looksatnewandemergenttechnology
pCapacity
Management
Information Technology Learning
8 Key Activities8KeyActivities
Monitoring DemandManagement Modelling
AnalysisStorageofCapacity
ManagementDataApplicationSizing
Tuning Implementation
Information Technology Learning
8 Key Activities8KeyActivities
Tuning
I l t ti A l i
Monitoring
Implementation Analysis
Monitoring
SLMR SLMexceptionResourceUtilisationthresholds
ResourceUtilisationExceptionreports
SLMthresholds
CapacityManagementDatabase
Information Technology Learning
Database
8 Key Activities8KeyActivities
S i &
Inputs Outputs
Service&ComponentBasedreports
BusinessData
ServiceData
CapacityDataBase
ExceptionReportsTechnicalData
Capacityforecasts
FinancialData
UtilisationData
Storage of Capacity Management Data
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Storage of Capacity Management Data
The Capacity PlanTheCapacityPlan
Documentthecurrentlevelsofresourcesutilization&serviceperformance
C id b i t t & l Considersbusinessstrategy&plans ForecastsfuturecapacitytosupportITservicethatunderpin
the business activitiesthebusinessactivities
Includesoptionsconsideredandrecommendationswithjustifications costs benefits impact etcjustifications,costs,benefits,impactetc
Itis,essentially,aninvestmentplanandshouldthereforebepublished annually, in line with the business or budgetspublishedannually,inlinewiththebusinessorbudgetslifecycle Aquarterlyreissueoftheupdatedplanmaybenecessarytotakeinto
h i S i l h f f d
Information Technology Learning
accountchangesinServiceplans,toreportontheaccuracyofforecastsandtomakeorrefinerecommendations
AvailabilityManagement
ServiceDesign
DefinitionDefinition
Theprocessofensuringthatthelevelofserviceavailabilitydeliveredinallservicesisymatchedtothecurrentandfutureagreedneeds of the business cost effectivelyneedsofthebusinesscosteffectively
Theavailabilitymanagementprocess,(justlike) b l llcapacitymanagement),mustbeinvolvedinall
stagesoftheservicelifecyclefromstrategyanddesignthroughtransitionandoperationto improvement.
Information Technology Learning
toimprovement.
Availability ManagementAvailabilityManagement
Goal Toensurethatthelevelofserviceavailabilityydeliveredinallservicesismatchedtoorexceedsthecurrentandfutureagreedneedsofthegbusiness,inacosteffectivemanner
Purpose Purpose Toprovideapointoffocusandmanagementfor
ll il bili l d i l i b hallavailabilityrelatedissues,relatingtobothservicesandresources,ensuringthatavailability
i ll d d hi d
Information Technology Learning
targetsinallareasaremeasuredandachieved
ObjectivesObjectives
T d il bili l hi h fl h Toproduceanavailabilityplan,whichreflectsthecurrentandfutureneedsofthebusinessT id d i d id ll il bili ToprovideadviceandguidanceonallavailabilityachievementsmeetorexceedtheagreedtargetsA i i h il bili l d i id d AssistwithavailabilityrelatedincidentsandproblemsT h i f ll h h A il bili ToassesstheimpactofallchangesontheAvailabilityPlanT th t ti t i th Toensurethatproactivemeasurestoimprovetheavailabilityofservicesareimplementedwhereveritis cost justifiable to do so
Information Technology Learning
iscostjustifiabletodoso
ScopeScope
ThescopeoftheAvailabilityManagementprocesscoversthedesign,implementation,measurement,managementandimprovementofITserviceandcomponentavailability
AvailabilityManagementiscompletedat2interconnectedLevels: ServiceAvailability ComponentAvailabilityy
Involvesallaspectsofservicesavailabilityandunavailabilityandtheimpact of component
p y
Involvesallaspectsofcomponentavailabilityandunavailability
impactofcomponentavailability,orthepotentialimpactofcomponentunavailabilityonserviceavailability
Information Technology Learning
o se ce a a ab ty
Key Principles & ConceptsKeyPrinciples&Concepts
i il bili i h f b i ServiceAvailabilityisatthecoreofbusinesssuccess
BettertodesignAvailabilityInthanboltiton The Vital Business Function (VBF)TheVitalBusinessFunction(VBF)
Thebusinesscriticalelementsofthebusinessprocess supported by an IT serviceprocesssupportedbyanITservice
Information Technology Learning
4 Aspects of AM4AspectsofAM
Theabilityofservice,componentorCItoperformitsagreedfunctionwhenrequired
Itisoftenmeasuredandreportedasapercentage
Theabilityofservice,componentorCItoperformitsagreedfunctionwhenrequired
ItisoftenmeasuredandreportedasapercentageAvailability
Ameasureofhowlongaservice,componentorCIcanperformitsagreedfunctionwithoutinterruptioni f d d d i il ( )
Ameasureofhowlongaservice,componentorCIcanperformitsagreedfunctionwithoutinterruptioni f d d d i il ( )
Reliability ItisoftenmeasuredandreportedasMeanTimeBetweenFailures(MTBF) ItisoftenmeasuredandreportedasMeanTimeBetweenFailures(MTBF)
y
Ameasureofhowquicklyandeffectivelyaservice,componentorCIcan Ameasureofhowquicklyandeffectivelyaservice,componentorCIcan
b leasu e o o qu c y a d e ect e y a se ce, co po e t o C ca
berestoredtonormalworkingafterfailure ItismeasuredandreportedasMeanTimeToRestoreService(MTRS)
easu e o o qu c y a d e ect e y a se ce, co po e t o C caberestoredtonormalworkingafterfailure
ItismeasuredandreportedasMeanTimeToRestoreService(MTRS)Maintainability
Theabilityofathirdpartysuppliertomeetthetermsoftheircontract Oftenthiscontractwillincludeagreedlevelsofavailability,reliabilityand/ormaintainabilityforasupportingserviceorcomponent
Theabilityofathirdpartysuppliertomeetthetermsoftheircontract Oftenthiscontractwillincludeagreedlevelsofavailability,reliabilityand/ormaintainabilityforasupportingserviceorcomponent
Serviceability
Information Technology Learning
The Overall ProcessTheOverallProcess
ReactiveActivities
The monitoring measurement
ProactiveActivities
Involve the proactive planning design Themonitoring,measurement,analysisandmanagementofallevents,incidentsandproblemsinvolvingunavailability
Involvetheproactiveplanning,design,andimprovementofavailability
Producingrecommendations,plansanddocumentsondesignguidelines
Theseactivitiesareprincipallyinvolvedwithintheoperationalroles,andaretoensurethatallagreedservicetargetsare measured and achieved
g gandcriteriafornewandchangedservices
Thecontinualimprovementofserviced d ti f i k i i tiaremeasuredandachieved
MostoftheseactivitiesareconductedwithintheOperationsstageofthelifecycleandarelinkedintothe
andreductionofriskinexistingserviceswhereveritcanbecostjustified
Thesearekeyaspectstobeconsideredmonitoringandcontrolactivities,eventandincidentmanagementprocesses
y pwithintheservicedesignstageofthelifecycle
Information Technology Learning
Key ActivitiesKeyActivities
D t i i th il bilit i t f th b i DeterminingtheavailabilityrequirementsfromthebusinessforaneworenhancedITservice
Formulatingtheavailabilityandrecoverydesigncriteriaforg y y gtheITcomponentsunderpinningaservice
Definingthetargetsforavailability,reliabilityandmaintainability for the IT Infrastructure components thatmaintainabilityfortheITInfrastructurecomponentsthatunderpintheITservice
Establishingmeasuresandreportingofavailability,reliabilityand maintainability that reflects the business user and ITandmaintainabilitythatreflectsthebusiness,userandITsupportorganizationperspectives
ProducingandmaintaininganAvailabilityPlanwhichprioritizesandplansITavailabilityimprovements
Monitoringofallaspectsofavailability,reliabilityandmaintainability of IT services and the supporting components
Information Technology Learning
maintainabilityofITservicesandthesupportingcomponents
Techniques to Support the ProcessTechniquestoSupporttheProcess
ComponentFailureImpactAnalysis(CFIA)
FaultTreeAnalysis(FTA)
AnalysisofExpandedIncidentLifecycle(EIL)
RiskAnalysis&Management
ServiceFailureAnalysis(SFA)
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Value to the BusinessValuetotheBusiness
ITServicesaredesignedtomeettheITAvailabilityrequirementsdeterminedfromthebusiness
ThelevelsofITavailabilityarecostjustified,agreed,measured&monitoredtosupportSLM
Shortfallsinservicelevelsareidentified&correctiveactionstakenac o s a e
ThefrequencyanddurationofITservicefailuresisreducedreduced
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Availability Manager RoleAvailabilityManagerRole
Anavailabilitymanagerhasresponsibilityforensuringthattheaimsofavailabilitymanagementaremet.Thisincludesresponsibilitiessuchas: EnsuringthatallexistingservicesdeliverthelevelsofavailabilityagreedwiththebusinessinSLAs
Ensuringthatallnewservicesaredesignedtodeliverthel l f il bilit i d b th b ilevelsofavailabilityrequiredbythebusiness
Thespecificationofthereliability,maintainabilityandserviceability requirements for components supplied byserviceabilityrequirementsforcomponentssuppliedbyinternalandexternalsuppliers
Attendance at CAB meetings when appropriate
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AttendanceatCABmeetingswhenappropriate
ChallengesChallenges
li bl & i b i f & Unreliable&inaccuratebusinessforecasts&information
Incompleteorinaccurateinformation,particularlyfromdistributedsystems,p y y ,networks&PCs
Measures of availability that are meaninglessMeasuresofavailabilitythataremeaninglesstothebusinessL k f t l t d i & t th Lackoftoolstounderpin&supporttheprocess
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IT Service ContinuityITServiceContinuityManagementgServiceDesign
DefinitionDefinition
ThegoalofITSCMistosupporttheoverallBusinessContinuityManagementprocessbyy g p yensuringthattherequiredITtechnicalandservice facilities can be resumed withinservicefacilitiescanberesumedwithinrequired,andagreed,businesstimescales'
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Scope and PurposeScopeandPurpose
Scope ITSCMfocusesonthoseeventwhichthebusinessconsiderationsignificantenoughtobeconsideredadisaster
L i ifi t t ill b d lt ith t f th LesssignificanteventwillbedealtwithaspartoftheincidentManagementprocess.Whatconstitutesadisasterwill vary from organization to organizationwillvaryfromorganizationtoorganization
PurposeThe purpose of ITSCM is to maintain the necessary on ThepurposeofITSCMistomaintainthenecessaryongoingrecoverycapabilitywithintheITserviceandtheirsupporting components
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supportingcomponents
ObjectivesObjectives
l l h DevelopandmaintainITServiceContinuity&ITrecoveryplansthatsupporttheoverallBusinessContinuityPlans(BSPs)oftheorganization
Complete regular Business Impact Analysis (BIA)CompleteregularBusinessImpactAnalysis(BIA) Conductriskassessment&managementexercise Toensurethatappropriatecontinuityandrecoverymechanismsare
putinplacetomeetorexceedtheagreedbusinesscontinuitytargets
ToAssestheimpactofallchangeontheITServiceContinuityPlansand IT recovery plansandITrecoveryplans
Tonegotiateandagreethenecessarycontractswithsupplierfortheprovisionofthenecessaryrecoverycapabilitytosupportallcontinuityp y y p y pp yplansinconjunctionwiththeSupplierManagementprocess
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Recovery OptionsRecoveryOptions
Donothing
Manual/clericalbackup
Reciprocalarrangement
GradualRecovery 72hrs+A d i d ili i l Accommodationandutilitiesonly
Includespowerandcommunications
IntermediateRecovery 24 72hrs Own or 3rd party Standby site Ownor3 partyStandbysite Recentapplicationanddataarchivesrequired
FastRecovery upto24hours Equipmentavailable
ImmediateRecovery Equipmentalreadyupandrunning Dataismirrored
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Value to the BusinessValuetotheBusiness
ITSCMprovidesaninvaluableroleinsupportingtheBusinessContinuityPlanningpp g y gprocess
The ITSCM should be driven by business risk TheITSCMshouldbedrivenbybusinessriskasidentifiedbyBusinessContinuityPlanning
h handensuringthattherecoveryarrangementsforITservicearealignedtoidentifiedbusinessimpacts,riskandneeds
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ITSC Manager RoleITSCManagerRole
ServiceContinuitymanagerhasresponsibilityforensuringthattheaimsofServicegContinuityManagementaremet
Includes such tasks and responsibilities as: Includessuchtasksandresponsibilitiesas: ToimplementandmaintaintheITSCMprocess ToPerformBusinessImpactAnalysesforallexistingandallnewservice
Performingriskassessmentandriskmanagementtopreventdisasterswherecostjustifiableand
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p jwherepractical
Information SecurityInformationSecurityManagementgServiceDesign
DefinitionDefinition
ThegoaloftheISMprocessistoalignITsecuritywithbusinesssecurityandensurey ythatinformationsecurityiseffectivelymanaged in all services and servicemanagedinallservicesandservicemanagementactivities
b h h ll ISMneedstobeconsideredwithintheoverallCorporateGovernanceFramework
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ObjectivesObjectives
Thesecurityobjectiveismetwhen: Informationisavailableandusablewhenrequired,q ,andthesystemthatprovideitcanappropriatelyresistattacksandrecoverfromorpreventfailuresp(availability)
Information is observed by or disclosed to onlyInformationisobservedbyordisclosedtoonlythosewhohavearighttoknow(confidentiality)
Information is complete accurate and protected Informationiscomplete,accurateandprotectedagainstunauthorizedmodification(integrity)
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ScopeScope
TheISMprocessshouldbethefocalpointforallITsecurityissuesandmustensurethataninformationSecurityPolicyisproduced maintained and enforced that covers the useproduced,maintainedandenforcedthatcoverstheusemisuseofallITsystemsandservices
ISM needs to understand the total IT and business securityISMneedstounderstandthetotalITandbusinesssecurityenvironment,including: TheBusinessSecurityPolicyandplans Thecurrentbusinessoperationsanditssecurityrequirements Legislativerequirements The obligations & responsibilities with regards to security contained withinTheobligations&responsibilitieswithregardstosecuritycontainedwithin
SLAs
Thebusiness&ITrisksandtheirmanagement
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Information Security PolicyInformationSecurityPolicy
ISMactivitiesshouldbefocusedon&drivenbyanoverallISMPolicyandsetofunderpinningspecificsecuritypolicies
All it li i h ld h th f ll t f t AllsecuritypoliciesshouldhavethefullsupportoftopexecutiveITmanagementandtopexecutivebusinessmanagement and should be reviewed and where necessarymanagement,andshouldbereviewedandwherenecessaryrevisedonatleastanannualbasis
Thesepoliciesshouldbewidelyavailabletoallcustomers&p yusersandtheircomplianceshouldbereferredtoinallSLRs,SLAs,contractsandagreements
TheISMPolicyshouldcoverallareasofsecurity,beappropriate,meettheneedsofthebusiness
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Information Security PolicyInformationSecurityPolicy
ISMPolicy shouldinclude....useandmisuseofITassetspolicy
anaccesscontrolpolicy
apasswordcontrolpolicy
anemailpolicy
aninternetpolicy
an antivirus policyananti viruspolicy
aninformationclassificationpolicy
adocumentclassificationpolicy
aremoteaccesspolicy
apolicywithregardstosupplieraccessofITservice,informationandcomponents
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anassetdisposalpolicy
ISMS FrameworkISMSFramework
InformationSecurityManagementSystem(ISMS)Framework( ) Toachieveeffectiveinformationsecuritygovernance, management must establish andgovernance,managementmustestablishandmaintainaninformationSecurityManagementSystems (ISMS) to guide the development andSystems(ISMS)toguidethedevelopmentandmanagementofacomprehensiveinformationsecurity programme that supports the businesssecurityprogramme thatsupportsthebusinessobjectives
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ISMS FrameworkISMSFramework
EstablishamanagementframeworktoinitiateandmanageinformationsecurityintheorganizationEstablishanorganizationstructuretoprepare,approveandimplementtheinformationsecuritypolicyAllocateresponsibilitiesEstablishandcontroldocumentation
ControlDeviceandrecommendtheappropriatesecuritymeasures,basedontherequirementsoftheorganizationrequirementswilladdressbusiness&servicerisk,plansandfactorssuchastheamountoffundingavailable,andtheprevailingorganizationculture&attitudestosecuritymustbeconsidered
PlanEnsureappropriateprocedures,toolsandcontrolsareinplacetounderpintheInformationSecurityPolicy,suchas:AccountabilityforassetsConfigurationManagementandtheCMSareinvaluablehereInformationclassificationinformation&repositoriesshouldbeclassifiedaccordingtothesensitivityandtheimpactofdisclosure
ImplementSuperviseandcheckcompliancewiththesecuritypolicyandsecurityrequirementsinSLAsandOLAsCarryoutregularauditsofthetechnicalsecurityofITsystemsProvideinformationtoexternalauditorsandregulators,ifrequiredEvaluationImproveonsecurityagreementsasspecifiedinSLAs,OLAsandcontractsImprovetheimplementationofsecuritymeasuresandcontrolsThisshouldbeachievedusingPDCA(PlanDoCheckAct),whichisaformalapproachsuggestedbyISO27001fortheestablishmentoftheISMSframework
Maintain
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Value to the BusinessValuetotheBusiness
ISMensuresthatanISMPolicyandFrameworkaremaintainedandenforcedwhichfulfilstheneedsoftheBusinessSecurity Policy and the requirements of theSecurityPolicyandtherequirementsoftheCorporateGovernance
ll f f ISMmanagesallaspectsofITandinformationsecuritywithinallareasofITandServiceManagementactivity
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Security Manager RoleSecurityManagerRole
AsecurityManagerhasresponsibilityforensuringthattheaimsofISMaremet,thisincludesresponsibilitiessuchas:
Developing and maintaining the information Security Policy with a DevelopingandmaintainingtheinformationSecurityPolicywithasupportingsetofspecificpolicies,andcommunicationofthepolicytoallappropriateparties
EnsuringthatInformationSecurityPolicyisenforcedandadheredto Designingsecuritycontrolsanddevelopingsecurityplans
Monitoring and managing all security breaches and handling security Monitoringandmanagingallsecuritybreachesandhandlingsecurityincidents,takingremedialactiontopreventreoccurrencewhereverpossible
Ensurethatallaccesstoservicesbyexternalpartners&suppliersissubjecttocontractualagreementsandresponsibilities
Act as a focal point for all security issues
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Actasafocalpointforallsecurityissues
SupplierManagement
ServiceDesign
Goal of Supplier ManagementGoalofSupplierManagement
ThegoalofSupplierManagementprocessistomanagesuppliersandtheservicestheyg pp ysupply,toprovideseamlessqualityofITservice to the business ensuring value forservicetothebusiness,ensuringvalueformoneyobtained
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Scope and PurposeScopeandPurpose
Scope Thisprocessshouldincludethemanagementofallp gsuppliersandcontractsneededtosupporttheprovisionofITservicestothebusinessp
PurposeTh f hi i b i l f Thepurposeofthisprocessistoobtainvalueformoneyfromsuppliersandtoensurethatsuppliers
f h i d i hi h iperformtothetargetscontainedwithintheircontractsandagreementswhileconformingtoallf h d di i
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ofthetermsandconditions
ObjectivesObjectives
Obtainvalueformoneyfromsupplierandcontracts Ensurethatunderpinningcontractandagreementswith
li li d t b i d d t d lisuppliersarealignedtobusinessneedsandsupportandalignwithagreedinSLRsandSLAs,inconjunctionwithSLM
Manage relationship with suppliers Managerelationshipwithsuppliers Managesupplierperformance Negotiate and agree contracts with suppliers and manage Negotiateandagreecontractswithsuppliersandmanage
themthroughtheirlifecycle
Maintain a supplier policy and a supporting Supplier and MaintainasupplierpolicyandasupportingSupplierandContractDatabase(SCD)
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The ProcessTheProcess
h l h ld l d TheSupplierManagementProcessshouldinclude Implementationandenforcementofthesupplierpolicy ThemaintenanceofaSupplierandContractDatabase
Categorization&maintenance
pp(SCD)
Supplierandcontract,evaluationandselection The development negotiation and agreement of contracts
Evaluation
Thedevelopment,negotiationandagreementofcontracts Contractreview,renewalandtermination Themanagementofsuppliersandsupplierperformance Establishnew
Theagreementandimplementationofserviceandsupplierimprovementplan
Themaintenanceofstandardcontracts,termsandManagement&performance
conditions
Managementofcontractualdisputeresolution
p
Renewal&t i ti
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termination
The ProcessTheProcess
ll S liSupplierStrategy&Policy
AllSupplierManagementprocessactivityh ld b d i b Supplier categorization &
Supplier & Contracts Database (SCD)
shouldbedrivenbyasupplierstrategyandpolicyfromService Strategy
Suppliercategorization&maintenanceofSCD
EvaluationofnewSupplier&ServiceStrategy
Inordertoachieveconsistencyandeffectiveness in the
contracts
EstablishnewSupplier&contracts
SuooSupplierReports&Informationeffectivenessinthe
implementationofthepolicyanSCDshould be
contracts
Supplier&contractsmanagement&performance
Information
shouldbeestablished
management&performance
Contractrenewaland/ortermination
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Learning ObjectivesLearningObjectives
Primarygoals,objectivesandbenefitsofServiceDesigng
GenericconceptsanddefinitionsS i D i P k ServiceDesignPackage
ServicePortfolio(andServiceCatalogue) ServiceProvider&Supplier SLA, OLA, ContractSLA,OLA,Contract Availability
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Learning ObjectivesLearningObjectives
KeyPrinciplesandModels ProcessesProcesses
ServiceLevelManagementS i C l M ServiceCatalogueManagement
AvailabilityManagement InformationSecurityManagement Supplier ManagementSupplierManagement CapacityManagementIT S i C i i M
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ITServiceContinuityManagement
TestingYourKnowledge
ServiceDesign
Question #1Question#1
Which of the following is NOT a major process of S i D i ?Service Design?
A C it M tA. Capacity ManagementB. Portfolio ManagementC S i L l M tC. Service Level ManagementD. Supplier Management
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Question #2Question#2
Which one of the following statements about ServiceLevel Agreement is FALSE?e e g ee e t s S
A. An SLA is an agreement between Service Providergand a Customer
B. The SLA describes the IT Service and documentsService Level Target
C. Each individual SLA should be a comprehensiveplegally binding document
D. An SLA specifies the responsibilities of both parties
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p p p
Question #3Question#3
Which one of the following statements is incorrect?
A. Supplier Management negotiates OLAs & SLAsB. Supplier Management has an important role topp g p
play in all phases of the Service LifecycleC. Supplier Management maintains the SCDpp gD. Supplier Management ensures that Changes are
assessed for impact on suppliers contracts, p pp ,supporting services and contracts
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Question #4Question#4
Which one of the following statements is correct?Which one of the following statements is correct?1. Information Security is a management activity within the
Corporate Governance frameworkCorporate Governance framework2. ISM ensures that access to services by suppliers is subject
to contractual agreement and responsibilities3. All processes within the IT organization must include
security considerations
A. 1 and 2 onlyB. All are correcta e co ectC. Only 3 is correctD. 2 and 3 only are correct
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Question #5Question#5
Which of the following is not a valid stage within theITSCM Lifecycle?
A. Testing
B. Initiation
C. Implementation
D. Requirements & Strategy
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Question #6Question#6
The 4Ps of Service Management refer to?
A. People, Process, Products, Partners
B Process Policies Products PeopleB. Process, Policies, Products, People
C. People, Policies, Process, Purchasingp , , , g
D. People, Process, Policies, Philosophy
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Question #7Question#7
Who within an organization should know about theInformation Security Policy?
A. The Information Security Manager
B. The Information Security Manager, Head of IT Servicesand the Heads of Business Unitsand the Heads of Business Units
C. IT, Customers and Users
D. Being a secure document, it should only given to thosewho need to know
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who need to know
Question #8Question#8
Which are the 5 Major aspects of Service Design....The Design of....?
A. New/changed services service portfolio (incl. service catalogue) technology architecture & management system processes measurement methods & metricsmeasurement methods & metrics
B. New/changed services service portfolio (incl. service catalogue) technology architecture & management system processes
l d fi iti role definitionC. New/changed services service portfolio (incl. Service catalogue)
database processes role definitionD. New/changed services service portfolio (incl. Service catalogue)
organizations & reporting structures technology architecture & management system processes measurement methods &
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g y pmetrics
Question #9Question#9
Wh t i b i d ib d R l ti f tiWhat is being described.... Relocation of entirebusiness function using formal arrangement between
i ti h i ti id dorganizations where one organization provides andmanage the organizations entire business process(es)
f f ti ( ) i l t l ti ?of function(s) in a low cost location.?A. a Partnership
B. Knowledge Process Outsourcing
C. Co-Sourcing
D Business Process Outsourcing
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D. Business Process Outsourcing