Service Management - Framework 2013

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1 Service - Framewrk 2013 Getting Started Right with Service System Netwrk Firewall Sftware Service App With the right framewrk, enterprises f almst any size small t large can implement effective functinal Service rganizatins. The framewrk described in this article enabled a successful implementatin at a large financial services cmpany. As a result, the cmpany has realized imprtant benefits. In additin t cutting peratinal csts, it increased efficiency and effectiveness by shifting the mdel frm having separate supprt functins fr each line f business t relying n well-integrated functinal grups and prmtes shared knwledge management prcesses and tls. This apprach fsters cnsistency and enhances the quality f the transitin f assets t prductin. In additin, it imprves mean time t repair (MTTR) prductin. This article describes the rle f a quality Service rganizatin, the structure that needs t be put in place, and the related enterprise-level prcess integratin needs. Cmmn Service Mdel Service grups mst cmmnly are structured arund incident, prblem, change, and release and deplyment management, as shwn in Figure 1. A key t success that many rganizatins verlk is the need t address the peple, prcesses, and tls required t integrate and perate the Service grup effectively. Release & Deplyment Change Decisin Name Incident Cnfiguratin Decisin Name Dashbard Prblem Reprting Service Service Desk Figure 1: Cmmn Service Mdel Standing up a supprt grup withut integrated prcesses and clear wnership and hand-ffs can lead t its failure. Fr example, the supprt mdel can be aligned by business functin. This mdel typically wrks fr small rganizatins. As the rganizatin grw and mre systems transitin t Service grup fr supprt, verall perfrmance arund supprt will likely decline.

2 Service - Framewrk 2013 Functinal Service Be sure t d yur hmewrk befre implementing a Service mdel within yur rganizatin. T implement a well-integrated enterprise-level Service rganizatin, yu need t have backgrund infrmatin arund the fllwing pints: Knwing vs. Understanding Yur Custmer Knwing yur custmers is imprtant; understanding yur custmers is equally imprtant. T understand the value prpsitin, yu must understand yur custmers and their needs. Withut knwing wh the custmers are, it becmes impssible t d this. Yur Custmer s Needs Make sure t create services based n yur custmer s current and future needs. Cmmunicate upfrnt what services are ffered and the cst assciated with thse services. It is imprtant t make sure service level agreements (SLAs) arund thse services are built in as part f the service delivery prcess. What Services Yu Are Able t Prvide Be innvative when it cmes t implementing new services fr yur custmer. Develp high-value services t successfully build yur custmer base. If yu are prviding supprt services in the clud, it becmes mre imprtant t cnsider reusable, high-value services that can serve multiple custmers. Value f the Services Prvided The services that yu prvide shuld benefit the custmer and imprve prcess and efficiency. Impact n the Enterprise Make sure t autmate end-t-end service delivery strategy alng with supprt service which can make a psitive impact n the enterprise as it drives new changes in a rapid market. At the end, it cmes dwn t hw yu are reducing the ttal cst f wnership. Service Value Custmers will evaluate the perfrmance f the services that yu prvide based n the value and quality f the services that the Service divisin ffers. The success f a Service divisin is based n hw well it is integrated within the enterprise and supprts the business by prviding services that the custmer wants and needs. Yu can prvide cnsistent supprt services t yur custmers nly when standard prcesses, plicies and prcedures are well defined with clear hand-ffs between grups. Figure 2 shws sme f the cmmn high-level services that IT rganizatins prvide. If yu fcus n IT services first t make sure the supprt fundatin is strng, everything else will fall in place.

3 Service - Framewrk 2013 IT Services Hsting Wrkplace Applicatins Reprting Security Netwrk Figure 2: Cre IT Service It is critical t cmmunicate yur service management missin and visin t yur enterprise. If the gal is t prvide help desk, end-user cmputing r applicatin-related supprt, the message needs t be clear abut the services that will be delivered t the enterprise that supprt yur missin and visin. The key is hw the Service grup will add value t the rganizatin. If yu are nt demnstrating the value, the future f the department is at risk. The value fr yur rganizatin might be based n hw enterprise-wide supprt services have saved time and custmer frustratin arund issues and hw the thse values have created new pprtunities by reducing cst and time t market new business pprtunities. Perceived value can be calculated based n the fllwing frmula: Value = As a service prvider, service management play a critical rle when it cmes t keeping all there users infrmed arund the health f the IT systems that they supprt. Make sure that right infrmatin is available at the right time. When it cmes t prviding services t custmers, the value f the services als depends n hw many peple are dependent n yur service. In the telecm industry, fr instance, the value is based n the usage f the cmmunicatin netwrk and the number f interactins between peple in the same netwrk. This shws hw much custmers rely n a given service. The value f a service based n its netwrk usage can be calculated as fllws: ( ) (N = Number f users using a given service) Framewrk fr Service Once yu have a clear understanding f the services that are ging t be ffered t custmers, the next step is t create an effective supprt mdel within the rganizatin. The gal is t make sure that all areas within Service will wrk tgether t frm a chesive and cnsistent perating mdel fcused n imprving the verall service arund supprt. The framewrk shuld be develped with ne gal: fr Service t prvide all levels f supprt, frm facilities management t 24x7 applicatin supprt, including incident, prblem, and change/release management, t business cntinuity management. Based n supprt SLAs, a 24x7 peratin center functin shuld be created t prvide extended service desk supprt after business hurs. Figure 3 shws the high-level mdel f the framewrk that was adpted and implemented successfully at a large financial services rganizatin.

4 Service - Framewrk 2013 New Applicatin Prject Office Incident Service Technlgy & Transitin Prblem Release Service Cntinuity Change ITIL Prcesses Help Desk App Supprt Desk Service Desk IPMO Operatin Center Call HelpMe/Service Request Prtal End User / Applicatin Supprt Figure 3: Service Desk Mdel In this mdel, all transitins f enterprise assets mve thrugh the service transitin prcess and service desk handled all custmer supprt functin as depicted abve. The service desk needs t be well integrated t handle incident/prblem management (IPMO) alng with prviding 24x7 supprt thrugh the peratin center. Make sure yu set a cmmunicatin prtcl in place s that custmers are kept infrmed n critical issues and their status. This mdel was derived frm the ITIL framewrk and was custmized t ensure that the supprt rganizatin was in a psitin t imprve peratinal efficiency by incrprating standards and fcusing n custmer satisfactin, reducing peratinal supprt csts, and imprving hw issues and risks were addressed. Figure 4 belw shws a high-level view f all IT standards, enterprise plicies and prcedures that shuld be cnsidered as part f yur transitin requirement. Standards In Place Fcus Needed Architecture Standards Develpment Standards Data Business Archiecture Plicies Infrastructure Standards Prcedures Security Testing Strategy Service Technlgy & Tranisitin Applicatin Develpment Methdlgy Integrated Systems Prcesses Prject Figure 4: Enterprise Standards

5 Service - Framewrk 2013 It is imprtant t define peratinal requirements based n enterprise standards and guidelines alng with business and IT peratinal cntrls that are required t create a stable, reliable system that can be supprted by the service desk. If an rganizatin has invested t create standards, guidelines and peratinal cntrls t imprve service quality, then yu can measure service quality after thse standards, guidelines and cntrls are used. Next, yu have t address hw thse standards, guidelines and peratinal cntrls are incrprated int yur adpted develpment methdlgy, such as SDLC r Agile. In this mdel, as yu can see in Figure 3, all prjects mve thrugh the service transitin grup and service quality checks are perfrmed n all prjects (Figure 4) befre they are transitined t the service desk. Als, it is imprtant fr prper change and release management prcesses t be in place t make sure Service has a full view int what type f changes are getting released and what new infrmatin needs t be transitined t the service desk. STANDARDS Architecture Standards SERVICE TRANSITION Service Strategy Develpment Standards Data Infrastructure Standards Security Testing Strategy Release & Deplyment Change Service Service Design Service Transitin Service Operatin Cntinual Service Imprvement Figure 5: Change and Release Service Transitin Rle Is Critical The service transitin team needs t review and ensure that, in each phase f the prject, there is clear cmmunicatin arund what peratinal requirements need t be incrprated s that they can transitin thse prjects t the service desk smthly. Here are the key high-level tasks that shuld be part f service transitin grup. Incrprate service transitin design slutin Design the autmatin needs arund supprt. Eliminate manual prcesses t supprt a given system. Design a knwledge management strategy. Define gvernance arund tracking assets and its relatinship in CMDB. Discvery f assets and asset management design CMDB Incrprate peratinal requirement based n the standards supprted by the enterprise Incrprate release and deplyment autmatin design and supprt Cnduct Operatinal Readiness Assessment Engage early in the prject. Review slutin architecture / envirnment design and assess impact t sftware cnfiguratin management, prcesses, cntrls and autmatin. Identify training needs arund prducts that will transitin t the service desk. Ensure that peratinal standards and cntrls are enfrced. Review slutin architecture.

6 Service - Framewrk 2013 Ensure autmated capabilities arund perfrmance, availability and capacity are in place and mnitred Understand the need t build and maintain supprt prcesses and tls. Ensure security access and passwrd management including autmatin is in place. Cnfirm that disaster recvery standards and requirement are enfrced and all recverytime bjectives fr critical systems alng with disaster-recvery dcumentatins are in place. Review service management peratinal standards and requirements Review perfrmance, availability and capacity requirements Ensure peratinal handbk are delivered as part asset transitin effrt Ensure security management prcedures arund segregatin f duty are tested Enable tl t address unauthrized changes nce an asset is in prductin Transitin all knwledge articles t knwledge management tl fr supprt needs Additinal Cnsideratin It is critical t integrate service management prcesses and tls s that the real-time health f the managed assets can be cmmunicated t custmers. A centralized dashbard t shw real time metric and perfrmance can really add value t yur custmer. A high-level view f the prcess integratin is shwn belw in Figure 6. There are many tls in the market place t enable this prcess. Applicatin Prtfli Tls Applicatin CI SM Tls Prtal SM Functin Operatinal Impacts New Aprved Changes Real time Operatinal View (Integrated Service View Prtal) Uses Asset Infrmatin Incident Request fullfilment Prblem Release Change SLA Applicatins Middleware Server Strage Netwrk Data Cllectin Cnfiguratin Release & Deplyment Security Event Perfrmance/Capacity Service Transitin Service Cntinuity Service Capability Service Desk Discver Uses Updates CMDB Figure 6: Prcess Integratin

7 Service - Framewrk 2013 Saji Varghese, is a directr in the Service Technlgy & Transitin (Service ) area within Freddie Mac s Infrmatin Technlgy divisin. He has mre than 20 years f experience in delivering technlgy slutins, mainly in the financial industry. Cntact the authr by at

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