ITIL Foundation V3. Walaa Omar

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1 ITIL Foundation V3 Walaa Omar

2 Service Lifecycle Mapping

3 Service Catalogue Management

4 Service Catalogue Management Objectives To provide a single source of consistent information on all of the agreed services. To ensure that the Service Catalogue is available to those approved to access it To manage the information in the Service Catalogue ensuring that it contains accurate and current information on all live and approved for live services.

5 Service Catalogue Management Basic Concepts Service Catalogue is a component of the Service Portfolio Service Catalogue defines the dependencies and interfaces between the services and supporting components Two aspects:- Business Service Catalogue customer view Technical Service Catalogue underpins Business Service Catalogue

6 The Service Catalogue - Structure

7 The Role of the Service Catalogue Manager

8 Service Level Management

9 Service Level Management - Goal and Scope Goal To ensure that an agreed level of IT service is provided for all current IT services and that future services are delivered to agreed and achievable targets Scope Provides a regular point of contact, representing the IT service provider to the business and the business to the IT service provider Encompasses both existing services and potential future requirements for new or changed services

10 Key Concept - Business and IT Relationship

11 Challenges and Benefits of SLM Challenges Identifying a suitable customer representative Negotiating appropriate targets which are achievable, challenging and in line with business requirements Overcoming differences in perceptions within the customer community Gaining commitment to targets from internal and external support Getting the SLA signed by the appropriate people Benefits Builds lasting relationships with the customer and with functional IT groups In conjunction with other Service Management processes proactively prevents service failures and reduces risk Gives a clear view of responsibilities of IT and the business Quantifies service quality thus helping consistency Identifies weak areas for improvement Gives a better focus on business requirements

12 Service Level Management Process Activities Design SLA framework (use Service Catalogue as input) Determine and document SLRs Negotiate, agree and document SLAs Monitor Service Performance against SLA Collate, measure and improve customer satisfaction Produce Service Reports Conduct Service Reviews and feed into Service Improvement Programmes (SIPs) Review and revise SLAs, service scope and underpinning agreements Develop contacts and relationships Log and manage all complaints and compliments

13 SLA Framework - Service/Customer based SLA

14 SLA Framework - Multi-Level

15 Service Level Management - Key Metrics Objective Number and percentage of service targets being met Number and severity of service breaches Number of services with up to date SLAs Number of services with timely reports and active service reviews Subjective Customer perception survey - rating of services and the SLM process

16 The Role of the Service Level Manager

17 SLM Lesson Review To ensure that an agreed level of IT service is provided for all current IT services and that future services are delivered to agreed and achievable targets The Service Level Management process includes ascertaining Service Level Requirements (SLRs) and negotiating Service Level Agreements (SLAs), as well as monitoring, reporting on and reviewing SLA targets SLA structures are Service Based, Customer Based, and Multi-level Service Level Agreements with customers are supported by Operational Level Agreements (OLAs) and Underpinning Contracts Service Level Management drives Service Improvement Programmes (SIPs) to enhance the quality of services

18 Thank You

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