Central Agency for Information Technology

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1 Central Agency for Information Technology Kuwait National IT Governance Framework IT Service Management

2 How many times we felt that Business is looking to IT as Operations center not strategy enabler 1 Business is looking to IT as Cost not Value 2 IT is under staffed and business is refusing increasing IT manpower 3 IT requested budget for new projects s rejected or reduced 4 IT implemented new solutions that were not properly used 5 Page 2

3 Key terms A service is a means of delivering value to customers by facilitating outcomes customers want to achieve without the ownership of specific costs and risks Service management is a set of specialized organizational capabilities for providing value to customers in the form of services IT Service management is the implementation and management of quality IT services that meet the needs of the business. IT service management is performed by IT service providers through an appropriate mix of people, process and information technology Page 3

4 IT change management Change manager Change advisory board Change builder RFC Change priority Change category To ensure that changes related to the IT environment are logged, tracked, and managed in an effective and efficient manner Key policies and procedures Evaluate, prioritize and authorize change requests Manage emergency changes Track and report change status Close and document the changes Number of major changes assessed by CAB Number of CAB meetings Average time from registering an RFC to change clearance Number of accepted vs. rejected RFCs Number of urgent changes assessed by CAB Page 4

5 IT service portfolio management Service portfolio manager Business relationship manager CIO IT service portfolio Services categorization To establish an effective method for governing investments in IT services Key policies Define criteria for analysis Collate information about services Analyze and categorize services Update service portfolio Communicate decisions and action plans Percentage of new services triggered by service portfolio management Cost reduction opportunities identified and implemented through service portfolio management Percentage of reviews conducted as per the published schedule Page 5

6 Service level management Service level manager Business executives Service Level Agreement (SLA) Operational Level Agreement (OLA) Underpinning contract Service portfolio and service catalog To ensure effective utilization of IT services and service agreement alignment with business Key policies and procedures Establish manage service agreements process Publish, validate and update service catalogue Prepare SLAs and determine OLAs Monitor, review and report service levels Number of formal SLA review meetings with business executives Number of delivered IT services that are not listed in the service catalogue Number and severity of SLA breaches Percentage of achieving agreed service level targets Page 6

7 IT service catalogue management Service catalogue manager CIO IT service catalogue Service catalogue and SLM To provide authorized personnel with consistent information about all agreed operational IT services using a service catalogue Key policies Initiate creation/review of service catalogue Define update structure of the service catalogue Publish service catalogue The number of operational IT services that are not incorporated within the latest version of the service catalogue The number of discrepancies identified between the service-related information from service catalogue and those in production Page 7

8 IT service continuity IT service continuity manager IT Service Continuity Management (ITSCM) Team Business impact analysis Risk response measures Recovery options IT service continuity management plan To form a continuity management framework and to be used as a source of reference by all government entities to continue critical functions and maintain availability Key policies and procedures Define the business continuity policy, objectives, scope and response; and maintain a continuity strategy Exercise, test and review the BCP Review, maintain and improve continuity plan Conduct training and post-resumption review Number of identified gaps in the preparation for disaster events Number of disaster practices carried out Number of reviews/audits conducted Number of major incidents Number of changes triggered Page 8

9 IT event management Event manager Service desk operator IT operations team/monitoring agents Technical and application Management team Event Event categorization To filter, prioritize and categorize events to perform appropriate actions Key policies Event detection and filtering Event categorization Response selection Event closure Number of events that categorized incorrectly Number and percentage of events resolved within targeted resolution time Percentage of events recurring after closure Number and percentage of events that resulted in incidents or changes Page 9

10 IT incident management Service desk IT operation staff (first level of support) Manager IT (second level of support) Head IT/CIO Incident Major incident Escalation Incidents management form To ensure that incidents related to IT services are reported, logged, tracked, investigated and resolved in an effective and efficient manner Key policies and procedures Define incident classification schemes Record, classify and prioritize incidents Investigate, diagnose and allocate incidents Resolve and recover from incidents Track status and produce reports Percentage of incidents and requests responded within service level targets Number of incidents/major incidents incorrectly categorized Number and percentage of incidents/major incidents resolved remotely, without the need for a visit Page 10

11 Problem management Problem requestor Problem initiator Problem manager Problem support team Known Error Database (KEDB) Problem classification Problem analysis techniques A problem is defined as the result of one or more IT Service Incidents for which a permanent resolution is required Key policies and procedures Identify and classify problems Investigate and diagnose problems Raise known errors Resolve and close problems Perform proactive problem management Percentage of problems resolved and not resolved within SLA targets Number of problems that are opened/closed Percentage of Known Errors added to the KEDB and timely completion of major problem reviews Page 11

12 IT service request fulfillment Request initiator Request fulfillment manager Service desk operator Request fulfillment team Service request Service request categorization and approval Service request form/log Customer satisfaction form To provide requesting users with information, advice or assistance on standard IT services Key policies and procedures Define service request classification schemes Record, classify and prioritize requests Verify, approve and fulfill service requests Close service requests Track status and produce reports Average service request creation to closure duration Average cost per service request type Percentage of Service Requests reopened Level of client satisfaction with the handling of service requests Page 12

13 Configuration management Configuration manager Configuration Items (CIs) Configuration Management Database (CMDB) Request for Change (RFC) To provide sufficient information about service assets to enable the service to be effectively managed, assess the impact of changes and deal with service incidents Key policies and procedures Establish and maintain a configuration model, configuration repository and baseline Maintain and control configuration items Produce status and configuration reports View and review the integrity of the configuration repository Number of business compliance issues caused by improper configuration of assets Number of deviations identified between the CMDB and actual asset configurations Percent of licenses purchased and not accounted for in the repository Page 13

14 Availability management Availability manager Availability management team Availability plan To form a availability management framework and to manage all availability issues to ensure that availability targets in all areas are monitored and achieved Key policies and procedures Assess current availability and create baseline Assess business impact Plan for new or changed service requirements Monitor and review availability Investigate and address availability Percentage of reduction in the cost of unavailability Reduced time to complete availability plan Percentage of reduced unavailability Number of reported availability incidents and problems and average duration of service interruptions Page 14

15 Capacity and performance management CIO Capacity manager Capacity metrics Capacity plan To form a capacity management framework and to identify the current capacity and performance requirements of IT systems to support the business operations Key policies and procedures Assess current performance and capacity and create a baseline Assess business impact Plan for new or changed service requirements Monitor and review capacity Investigate and address capacity issues Number of hours lost per user per month due to insufficient capacity planning Percent of peaks where target utilization is exceeded Percent of response-time SLAs not met Resolution time for identified capacity bottlenecks Page 15

16 IT service operations Functions To ensure appropriate service operation related roles and responsibilities are in place to cater to the type of the business activities, scale of business, geographic locations, business environment and culture to ensure high availability of IT services Page 16

17 IT service operations Organization structure Page 17

18 IT service operations Service desk options Local service desk Virtual service desk Centralized service desk Page 18

19 IT service desk management Service desk manager Service desk agent End user Function Process owner Service owner To provide timely and effective response to the end-users by establishing a well-designed and well-executed service desk function Key policies and procedures Register and classify service request Review service request record and update users proactively Identify tools used for evaluating user satisfaction, launch the process and analyze results Mean elapsed time to achieve service request resolution or circumvention Percentage of service requests closed by the Service Desk without escalation to other levels Percent of service requests resolved within agreedupon/acceptable period of time Page 19

20 IT service operations IT operations management options By technical specialization By location Page 20

21 IT service operations IT applications management organization structure Page 21

22 Thank you

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