IT Service ManagementIT Service Management20000k20000k

Awareness Program Awareness Program

What is ITSM?What is ITSM?ITSM is a set of guidelines for different ITSM is a set of guidelines for different aspects of best-practice data management.aspects of best-practice data management.Split into two groups and eleven disciplines.Split into two groups and eleven disciplines.The two groups inside of ITSM are Service The two groups inside of ITSM are Service Delivery and Service Support. Delivery and Service Support.

What you will leave with todayWhat you will leave with todayITSM is aimed at the strategic level of a ITSM is aimed at the strategic level of a corporation, not the ground floor. corporation, not the ground floor. By understanding it’s main concepts, you By understanding it’s main concepts, you will gain competitive advantage over will gain competitive advantage over others and be better prepared for a future others and be better prepared for a future in management. in management. ITSM is used in all companies to some ITSM is used in all companies to some degree, you can use it to improve the degree, you can use it to improve the practice in your workplace.practice in your workplace.

OverviewOverviewService DeliveryService Delivery– IT Financial ManagementIT Financial Management– Capacity ManagementCapacity Management– Availability ManagementAvailability Management– IT Continuity ManagementIT Continuity Management– Service Level ManagementService Level Management

Service SupportService Support– Change ManagementChange Management– Release ManagementRelease Management– Problem ManagementProblem Management– Incident ManagementIncident Management– Configuration ManagementConfiguration Management– Service DeskService Desk

ITSM Service DeliveryITSM Service Delivery

Service Level ManagementService Level ManagementProvides a way to align the IT services Provides a way to align the IT services with the business requirements.with the business requirements.Customers and IT personnel can discuss Customers and IT personnel can discuss and asses how well a service is being and asses how well a service is being delivered.delivered.Primary Objective:Primary Objective:– Provide a way for setting clear expectations Provide a way for setting clear expectations

with both customers and user groupswith both customers and user groups

Service Level ManagementService Level ManagementThe primary management of IT servicesThe primary management of IT servicesService Level Management is dependent upon all Service Level Management is dependent upon all the other areas of service deliverythe other areas of service deliveryBusiness processes associated with SLM:Business processes associated with SLM:– Reviewing existing servicesReviewing existing services– Negotiating with the customersNegotiating with the customers– Implementation of Service Improvement policies and Implementation of Service Improvement policies and

processesprocesses– Planning for service growthPlanning for service growth– Involvement in accounting to asses costs of servicesInvolvement in accounting to asses costs of services

Financial ManagementFinancial Management

Financial Management includes budgeting, accounting, Financial Management includes budgeting, accounting, and charging for IT services being delivered to the and charging for IT services being delivered to the customers.customers.Budgeting and accounting involves understanding the Budgeting and accounting involves understanding the costs of providing various servicescosts of providing various servicesFinancial Management ensures that any IT service Financial Management ensures that any IT service proposed is justified from a budget point of view.proposed is justified from a budget point of view.Allows IT departments to function as a business unit.Allows IT departments to function as a business unit.Allows customers to demand a value for their money.Allows customers to demand a value for their money.

Financial ManagementFinancial ManagementThe discipline of ensuring the IT infrastructure is The discipline of ensuring the IT infrastructure is obtained at the most effective priceobtained at the most effective price– Not necessarily the cheapest!Not necessarily the cheapest!

Calculating the costs of providing the service so the Calculating the costs of providing the service so the organization can justify the costs of its IT servicesorganization can justify the costs of its IT services– Costs can then be recovered from the customer of the serviceCosts can then be recovered from the customer of the service

IT Costs can be divided into different units:IT Costs can be divided into different units:– EquipmentEquipment– SoftwareSoftware– Organization (staff, overtime, etc.)Organization (staff, overtime, etc.)– Transfer (costs of 3Transfer (costs of 3rdrd party service providers) party service providers)

Costs can also be divided into direct and indirect costs, Costs can also be divided into direct and indirect costs, and can be capital costs or ongoing costs.and can be capital costs or ongoing costs.

Availability ManagementAvailability Management

Main goal is to ensure the IT services are Main goal is to ensure the IT services are available to users when they need them.available to users when they need them.Availability is usually calculated and Availability is usually calculated and reported as a percentage of the agreed reported as a percentage of the agreed service hours for which the service was service hours for which the service was available.available.

Availability ManagementAvailability ManagementMeasuring availability:Measuring availability:– Agreement statistics – what is included within the Agreement statistics – what is included within the

agreed serviceagreed service– Availability – agreed service times, response timesAvailability – agreed service times, response times– Help Desk Calls – number of incidents raised, Help Desk Calls – number of incidents raised,

response times, resolution times response times, resolution times – Capacity – performance timings for online Capacity – performance timings for online

transactions, report production, numbers of users, etc. transactions, report production, numbers of users, etc. – Costing Details – charges for the service, and any Costing Details – charges for the service, and any

penalties should service levels not be met. penalties should service levels not be met.

Availability ManagementAvailability ManagementCalculating availability:Calculating availability:– Serviceability – when a service is provided by a 3Serviceability – when a service is provided by a 3rdrd party, this is party, this is

the expected availability of those componentsthe expected availability of those components– Reliability – how long a component can be expected to perform Reliability – how long a component can be expected to perform

under certain conditions without failingunder certain conditions without failing– Recoverability – how long it should take to restore a component Recoverability – how long it should take to restore a component

back to its normal state after a failure back to its normal state after a failure – Maintainability – how easy a component can be maintained, Maintainability – how easy a component can be maintained,

which can be both corrective or preventative which can be both corrective or preventative – Resilience – the ability to withstand failure Resilience – the ability to withstand failure – Security – the ability of components to withstand breaches of Security – the ability of components to withstand breaches of

security security

Capacity ManagementCapacity Management

Includes planning, sizing, and controlling Includes planning, sizing, and controlling service solution capacity to satisfy user service solution capacity to satisfy user demands.demands.This requires a collection of information This requires a collection of information about usage scenarios and patterns as about usage scenarios and patterns as well as stated performance requirements.well as stated performance requirements.

Capacity ManagementCapacity Management

Inputs:Inputs:– Performance monitoring Performance monitoring – Workload monitoring Workload monitoring – Application sizing Application sizing – Resource forecasting Resource forecasting – Demand forecasting Demand forecasting – ModelingModeling

IT Service Continuity Management IT Service Continuity Management

Also known as contingency managementAlso known as contingency management– Focuses on minimizing the disruptions to businesses Focuses on minimizing the disruptions to businesses

caused by failure of “mission-critical” systemscaused by failure of “mission-critical” systems– Deals with planning to cope with and recover from an Deals with planning to cope with and recover from an

IT disasterIT disaster– Provides guidance on safeguarding existing systemsProvides guidance on safeguarding existing systems– Also considers what activities need to be taken in the Also considers what activities need to be taken in the

event certain services are not availableevent certain services are not available

IT Service Continuity ManagementIT Service Continuity ManagementBasic steps:Basic steps:– Prioritizing the businesses to be recovered by Prioritizing the businesses to be recovered by

conducting a Business Impact Analysis (BIA) conducting a Business Impact Analysis (BIA) – Performing a Risk Assessment (Risk Analysis) for Performing a Risk Assessment (Risk Analysis) for

each of the IT Services to identify the assets, threats, each of the IT Services to identify the assets, threats, vulnerabilities and countermeasures for each service. vulnerabilities and countermeasures for each service.

– Evaluating the options for recovery Evaluating the options for recovery – Producing the Contingency/Recovery Plan Producing the Contingency/Recovery Plan – Testing, reviewing, and revising the plan on a regular Testing, reviewing, and revising the plan on a regular

basis basis

IT Service Continuity ManagementIT Service Continuity ManagementContinuity management and disaster Continuity management and disaster recovery are important, yet often recovery are important, yet often overlooked, part of IT security and risk overlooked, part of IT security and risk analysisanalysisInadequate contingency planning is looked Inadequate contingency planning is looked at as a risk to the business, and is often at as a risk to the business, and is often overlooked until it is too late.overlooked until it is too late.– When a security or other breach results in the When a security or other breach results in the

loss of supporting IT systems or valuable loss of supporting IT systems or valuable informationinformation

Part 2: ITSM Service SupportPart 2: ITSM Service Support

Service Support – Service DeskService Support – Service Desk

Service Support revolves largely around a Service Support revolves largely around a strong service or help desk.strong service or help desk.Service desks can be unskilled (used for Service desks can be unskilled (used for incident tracking and call dispatching) or skilled incident tracking and call dispatching) or skilled (incidents are solved at the helpdesk).(incidents are solved at the helpdesk).Goal:Goal:– Provide a single point of contact for the user for all Provide a single point of contact for the user for all

their IT queries.their IT queries.– Proactively identify problems as well as create Proactively identify problems as well as create

resolutions to incidents.resolutions to incidents.

Service Support – Service DeskService Support – Service DeskPath:Path:– Customer needs and business needs are understood.Customer needs and business needs are understood.– The service desk is an integral part of any organization, an The service desk is an integral part of any organization, an

effective service desk with strong communication can lower effective service desk with strong communication can lower costs throughout the organization.costs throughout the organization.

– The #1 call received by a helpdesk is to help reset/restore a The #1 call received by a helpdesk is to help reset/restore a passwordpassword

– Provide alternate means to reset passwords, and other common Provide alternate means to reset passwords, and other common helpdesk functions.helpdesk functions.

– Answer the questions of: Answer the questions of: What permissions should the helpdesk receive?What permissions should the helpdesk receive?What levels of expertise should the helpdesk have, and how can we What levels of expertise should the helpdesk have, and how can we train them in our organization?train them in our organization?How can we manage our lines of communication, and what happens How can we manage our lines of communication, and what happens when incidents become problems?when incidents become problems?

http://www.itil.org.uk/sm-activites.htmhttp://www.itil.org.uk/sm-activites.htm

Service Support – Incident and Service Support – Incident and Problem ManagementProblem Management

Incident: Incident: Any event which is not part of the standard Any event which is not part of the standard operation of a service and which causes, or may operation of a service and which causes, or may cause, an interruption to the quality of that service.cause, an interruption to the quality of that service.Problem: Problem: A problem is the result of multiple incidents A problem is the result of multiple incidents that results in a RFC or Known Error instead of a fix.that results in a RFC or Known Error instead of a fix.Goals: Goals: – Restore systems as quickly as possible with minimal Restore systems as quickly as possible with minimal

impact to the business.impact to the business.– Ensure that the integrity, confidentiality, and availability of Ensure that the integrity, confidentiality, and availability of

IT services are maximized throughout the organization. IT services are maximized throughout the organization.

Incident Management Cont. Incident Management Cont. Path: Path: – How do we reduce incidents and keep the organization aware of known How do we reduce incidents and keep the organization aware of known

errors?errors?– How can we resolve RFC’s as quickly as possible?How can we resolve RFC’s as quickly as possible?– Trend analysis, incident classification, and a healthy flow of information are all Trend analysis, incident classification, and a healthy flow of information are all

needed for good management.needed for good management.

Service Support – Change Service Support – Change ManagementManagement

If Change Management procedures are not effective, this If Change Management procedures are not effective, this may result in unauthorized changes to IT Services, may result in unauthorized changes to IT Services, which could have major impacts on the business even which could have major impacts on the business even collapse of the business that the IT Services are there to collapse of the business that the IT Services are there to support.support.GoalGoal– Ensure that standardized methods and procedures are used for Ensure that standardized methods and procedures are used for

handling of changes.handling of changes.– Sarbanes-Oxley makes this more important than ever!Sarbanes-Oxley makes this more important than ever!

Path:Path:– RFC’s should go through multiple checks and must pass some RFC’s should go through multiple checks and must pass some

final decision making point, CAB or manager.final decision making point, CAB or manager.– All RFC’s should be subjected to a routine scrutiny.All RFC’s should be subjected to a routine scrutiny.– Good project managementGood project management

Service Support – Release Service Support – Release ManagementManagement

Release Management is responsible for the Release Management is responsible for the management of software support, development, and management of software support, development, and installation.installation.Goal:Goal:– Plan the rollout of software.Plan the rollout of software.– Implement procedures for the distribution of changes to the IT Implement procedures for the distribution of changes to the IT

system.system.Path:Path:– Proper Release Management means to organize a way of Proper Release Management means to organize a way of

controlling and monitoring distribution of software, often by controlling and monitoring distribution of software, often by creating a single point of storage for all software. creating a single point of storage for all software.

– For internal software this also means creating a logical store to For internal software this also means creating a logical store to track releases, and store previous versions of software.track releases, and store previous versions of software.

– Create a standardized process for implementing software.Create a standardized process for implementing software.

Service Support – Configuration Service Support – Configuration ManagementManagement

Configuration Management is a Configuration Management is a processprocess that tracks all of the individual items in a that tracks all of the individual items in a system. A system. A systemsystem may be a single server, may be a single server, or an entire IT department.or an entire IT department.Goals:Goals:– Create a list of every hardware and software Create a list of every hardware and software

item in the system and define their item in the system and define their relationship while tracking their current status relationship while tracking their current status as well as their history.as well as their history.

Service Support – Configuration Service Support – Configuration Management cont…Management cont…

Path:Path:– Implementation of asset or configuration tracking tools such as Implementation of asset or configuration tracking tools such as

SMS or Centurion Mangement.SMS or Centurion Mangement.– There are five basic activities involved in Configuration There are five basic activities involved in Configuration

Management:Management:Planning – Handles the short term (three to six month) plan facing Planning – Handles the short term (three to six month) plan facing the IT department, and the changes that are to be expected.the IT department, and the changes that are to be expected.Identification – This is the specification, identification of all IT Identification – This is the specification, identification of all IT components and their inclusion in the database.components and their inclusion in the database.Control – Make sure effective Change Management is in placeControl – Make sure effective Change Management is in placeStatus – Keeping the history of each item, as well as making sure Status – Keeping the history of each item, as well as making sure that the current status of the item is up to date throughout it’s that the current status of the item is up to date throughout it’s lifecycle.lifecycle.Verification – Verification that the Item physically exists.Verification – Verification that the Item physically exists.

ReviewReview

Service DeliveryService Delivery–IT Financial ManagementIT Financial Management–Capacity ManagementCapacity Management–Availability ManagementAvailability Management–IT Continuity ManagementIT Continuity Management–Service Level ManagementService Level Management

Service SupportService Support–Change ManagementChange Management–Release ManagementRelease Management–Problem ManagementProblem Management–Incident ManagementIncident Management–Configuration ManagementConfiguration Management–Service DeskService Desk

Things to remember…Things to remember…ITSM is the use of in-depth management ITSM is the use of in-depth management techniques used to add value to IT!techniques used to add value to IT!Many companies miss this added value by Many companies miss this added value by not capitalizing on ITSM. not capitalizing on ITSM. IT is a manageable business! Not just a IT is a manageable business! Not just a bunch of computer geeks writing code!bunch of computer geeks writing code!View your career with this framework and View your career with this framework and you will be more prepared when you end you will be more prepared when you end up in a management level meeting!up in a management level meeting!

Questions?Questions?