Service Strategy. Process orientation Terminology Inputs and outputs Activities Process flow / diagram Process Roles Challenges KPIs

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1 ITIL V3 Over View

2 ITIL V3 Structure Strategy ITIL V3 Overview Design Transition Operation Process orientation Terminology Inputs and outputs Activities Process flow / diagram Process Roles Challenges KPIs CSI 2

3 Model (ITIL-V2) IT Customer Relationship Management Release Management Change Management Configuration Management Support Problem Management Incident Management Level Management Financial Management for IT s Delivery Capacity Management IT Continuity Management Availability Management Desk Security Management 3

4 Product vs What is a service? A service should have Expectations, Interaction, Utility, Warranty, Problem addressing mechanism & Pricing 4

5 and Management is: a means of delivering value to customer by facilitating outcomes customers want to achieve without the ownership of specific costs and risks management is: set of specialized organizational capabilities for providing value to customers in the form of services 5

6 Customer Satisfaction It is difference between perceived quality and expected quality The difference between perceived quality and expected quality determines customer satisfaction For a product: the Satisfaction comes after usage For a service: Satisfaction happens while it is being consumed 6

7 Four Ps of Management People Process Increase competence by Partners Products 7

8 Role of IT Governance ENTERPRISE GOVERNANCE Corporate Governance i.e. Conformance Business Governance i.e. Performance Accountability Assurance Value Creation Resource Utilization IT Governance is an integral part of enterprise governance (By providing transparency & accountability ) 8

9 Quality: Deming's Circle (Shewhart Cycle) PLAN DO Maturity ACT CHECK Consolidation level 2 Consolidation level 1 Continuous Step by step improvement Time Scale 9

10 IT Lifecycle We need to look towards IT operations from a service perspective (preparing, delivering, retiring) For business satisfaction, business needs must be addressed by appropriate corresponding services For user satisfaction, their ability to complete their work more effectively and efficiently must be enhanced is remembered not by products but by the quality of interaction For these requirements, a process based approach under a lifecycle model will prove to be effective 10

11 What are Good Practices Good practices: Practices that are widely used in industry by companies getting good results Reasons to adopt good practice: Dynamic environments Performance pressure Benefits: They help organizations benchmark themselves against peers in the same and global markets to close gaps in capabilities Sources: Public frameworks, standards, proprietary knowledge of individuals and organizations, community practices, etc. 11

12 Sourcing Good Practices Standards Employees Industry practices Customers Sources (Generate) Academic research Suppliers Enablers (Aggregate) Training & education Advisors Internal experience Technologies Substitutes Competition Drivers (Filter) Regulators Compliance Scenarios (Filter) Customers Commitments Knowledge fit for business objectives, context, and purpose 12

13 Processes, Roles & Functions Processes: A process is a set of coordinated activities combining and implementing resources and capabilities in order to produce an outcome which, directly or indirectly, creates value for an external customer or stakeholder Roles: A set of responsibilities defined in a process and assigned to a person or team One person or team may have multiple roles Functions: Functions are units of organizations specialized to perform certain types of work and be responsible for specific outcomes 13

14 Process Model Process Control Process Owner Process Policy Process Objectives Triggers Process Documentation Process Feedback Process Process Activities Process Metric Process Roles Process Inputs Process Procedures Process Improvements Process Outputs Process Work Instructions Including process reports and reviews Process Enablers Process Resources Process Capabilities 14

15 Characteristics of Processes 1. They are measurable 2. They have specific results 3. Processes have customers 4. They respond to specific events 15

16 RACI Model Responsible (the doer ) The individual (s) who actually completes the task Accountable (the Manager ) The individual who is ultimately responsible Only 1 person can be accountable for each task yes or no authority and veto power Consulted ( the gyannis ) The individual (s) to be consulted prior to a final decision or action involvement through input of knowledge and information Informed ( the keep in loop types) who needs to be informed after a decision or action is taken. This incorporates one-way communication receiving information about process execution and quality RACI model ensures adequate spread of responsibilities 16

17 Changing Trends in Business & Importance of Management Organizations wish to use resources without owning them Self service channels expose business functions (web-sites, kiosks, etc) Physical capacity is not a quality constraint New s are composed from existing services available in public space oriented architectures reduce business complexity Information itself is a basis for value, not merely a supporting element IT capabilities and resources basis for creating value 17

18 ITIL V3 Core Governance Methods CMMI TOGAF Continual Improvement ISO / IEC etom Transition SOX 6 Sigma PMBOK PRINCE 2 SOA CobiT Design Strategy operation Templates Certified Training ISO/IEC ISO/IEC M_o_R Qualifications 18

19 Focal points in each phase Requirements The Business / Customers Strategy Strategies Policies Constraints Requirements Portfolio Catalogue Design Transition Solution Designs Operation Architectures Transition Plans Operational Plans Standards Tested solutions Operational s SDP s SKMS Continual Improvement Improvement actions and plans 19

20 Strategy The achievement of strategic goals or objectives requires the use of strategic assets. The guidance shows how to transform service management into a strategic asset.

21 What is Strategic? Strategic perspective needs to understand how services provide differentiated value Being lowest-cost provider is not sufficient unless the provider can give strategic advantage Strategic assets provide: Basis for core competence Distinctive performance Durable advantage, and Qualifications to participate in business opportunities Means to become not optional Differentiating your offering (what, form, terms, etc.) to outperform the alternatives available to the customer 21

22 Utility and Warranty Performance UTILITY supported? Constraints removed? OR T/F Fit for purpose? Available enough? Capacity enough? Continuous enough? Secure enough? AND WARRANTY T/F Fit for use? T: True F: False AND T/F Value-created 22

23 Resources and Capabilities Capabilities Resources A1 Management Financial capital A9 A2 Organization Infrastructure A8 A3 Processes Applications A7 A4 Knowledge Information A6 People A5 People

24 Gartner Group Maturity Model Value Proactive Reactive Fire Fighting 24

25 Economic Value of Using Positive difference Negative difference Gains from utilizing the service + Net difference Losses from utilizing the service Based on DIY strategy or existing arrangements Reference Value Economic value of service 25

26 Portfolio Management Portfolio Pipeline Catalogue Market spaces Continual Improvement designs Third-party catalogue concepts transition operation Retired services Customers Resources engaged Return on assets earned from operation Resources released Common pool of resources Area of circle is proportional to resources currently engaged in the lifecycle phase ( Portfolio and Financial Management) 26

27 Design It guides on designing IT services, along with the governing IT practices, processes and policies, to realize the strategy and facilitate the introduction of services into the live environment ensuring quality service delivery, customer satisfaction and cost-effective service provision.

28 Design - Definition The design of appropriate and innovative IT s, including their achitecture, processes, policies and documentation, to meet current and future agreed business requirements 28

29 Requirements Business requirements Business requirements Business requirements Business requirements Pilot or warranty period Live operation Design and development Project (Project Team) SAC SAC SAC SAC SAC SAC Document & agree business requirements (Strategy & Design) Design service solution (Design) Develop service solution (Design) Build service solution (Transition) Test service solution (Transition) Strategy Design SDP Improvement Transition Transition & Operation involvement Operation SLR SLR SLR SLR SLR SLA pilot SLM SLA Live Build, Test, Release and Deployment Management Change Management: RFC Approved for released design Approved for development Approved for build Approved for test Approved for warranty Approved for live release Review & closure 29

30 SLM - Process Business Unit A Business Unit B The business Business Process Business Process SLM SLR(s) SLA(s) A B C D F G SLA(s) Document standards & templates Determine, document & agree requirements for new services SLRs & make SLAs Monitor service performance against SLA & produce service reports Conduct service review & instigate improvements within an overall SIP Assist with the Catalogue & maintain document templates Develop contacts & relationships, record & manage complaints & compliments Collate, measure & improve customer satisfaction Reports Catalogue OLAs Review & revise SLAs, service scope & underpinning agreements Contracts Support teams Supplier Management Suppliers 30

31 Transition Transitioning services into operation without disturbing existing services Guidance for the development of capabilities for transitioning new and changed services into operations, ensuring the requirements of Strategy, encoded in Design, are effectively realized in Operations while controlling the risks of failure and disruption.

32 ChM Objectives To ensure that changes are recorded and then evaluated, authorized, prioritized, planned, tested, implemented, documented and reviewed in a controlled manner. 32

33 Strategic change Scope of Change Management Business Manage the business Provider Manage IT services Supplier Manage the suppliers business Tactical change Manage the business processes portfolio Manage external services change Operational change Manage the business operations Operation External operations 33

34 ChM Process for Normal Change Create RFC Change proposal (optional) Record the RFC Initiator requested Authorize Change proposal Change Management Change authority Review RFC Assess and evaluate change Authorize Change Plan updates Ready for evaluation Ready for decision authorized Work orders Update change and configuration information in CMS Change Management scheduled Work orders Co-ordinate change implementation* Change Management implemented Evaluation report Review and close change record closed *I t 34

35 ELS Early Life Support Start Operate Incident and Problem Management Collect service performance data Change and Configuration Management Plan and manage improvements/risk mitigation/change Report service performance achieved Level Management Compare progress against ELS plan SKMS/CMS Verify service stability Exit criteria met? Yes No Identify quick wins/ improvements/risk mitigation/changes End 35

36 CMS Configuration Mgmt System W Presentation Layer Portal Change and Release View Schedules/plans Change Request Status Change Advisory Board agenda and minutes Asset Management View Financial Asset Asset Status Reports Asset Statements and Bills Licence Management Asset Performance Configuration Lifecycle View Project configurations, Strategy, Design, Transition, Operations configuration baselines and changes Technical Configuration View Applications Application Environment Test Environment Infrastructure Search, Browse, Store, Retrieve, Update, Publish, Subscribe, Collaborate Quality Management View Asset and Configuration Management Policies, Processes, Procedures, forms, templates, checklists Desk View User assets User configuration, Changes, Releases, Asset and Configuration item and related incidents, problems, workarounds changes K Knowledge Processing Layer Query and Analysis Reporting Performance Management Forecasting, Planning, Budgeting Modelling Monitoring Scorecards, Dashboards Alerting Customer/ User Application Infrastructure mapping Information Integration Layer Portfolio Package Integrated Asset and Configuration Information Change Release I Common Process Data and Information Schema Mapping Meta Data Management Data Reconciliation Data Synchronization Extract, Transform, Load Mining Data Integration D Data and Information Sources and Tools Project Document Filestore Structured Project Software Definitive Media Library Definitive Document Library Definitive Media Library1 Definitive Media Library2 CMDBs CMDB1 CMDB2 CMDB3 Discovery, Software Configuration Asset Management Management and audit tools Platform Configuration Tools e.g. Storage Database Middleware Network Mainframe Distributed Desktop Enterprise Applications Access Management Human Resources Supply Chain Management Customer Relationship Management 36

37 Operation Guidance on achieving effectiveness and efficiency in the delivery and support of services to ensure value for the customer and the service provider. Strategic objectives are ultimately realized through Operations.

38 ITOMF Organizational Overlap Desk Technical Management Application Management Mainframe Server IT Operations Control Console Management Job Scheduling Backup and Restore Print and Output Financial Apps HR Apps Network Storage Facilities Management Data Centres Recovery Sites Consolidation Contracts Business Apps Database Directory s Desktop Middleware 38

39 AMF Organisational Overlap Requirements Optimize Operate IT Management Strategy, Design, Transition and Improvement Design Build and Test Deploy Application Development Application Management 39

40 SD categories Call Centre It is a centralized office used for the purpose of receiving and transmitting a large volume of requests by telephone. Desk The Desk extends the range of services and offers a more broad and user centric approach, which seeks to provide a user with an informed single point of contact for all of their ICT requirements. A Desk seeks to facilitate the integration of business processes into the Management infrastructure. Help Desk A help desk is an information and assistance resource that troubleshoots problems with computers and similar products. Corporations often provide help desk support to their customers via a toll-free number, website and/or . 40

41 Local Desk For Local business needs and onsite support Local User Local User Local User Desktop support Network support Desk First line support Application support Systems and operations support Third party support Third Party Support Network & Operation Support Application Support Desktop Support 41

42 Centralized Desk In multi location environment local SD becomes expensive Central SD is established serving all locations All service request are logged at a central physical location Customer Site 1 Customer Site 2 Centralized Desk Customer Site 3 Key benefits Reduced operational costs Consolidated Mgmt reports. Better resource allocation Third Party Support Second Line Support Network & Operation Support Application Support Desktop Support 42

43 Virtual Desk Virtual service desk can be accessed from anywhere in the world If the organization is MNC it gives same benefits of centralized service desk Sydney Desk Amsterdam Desk Modem Paris Desk Wan Virtual Desk London Desk Modem Maintains central database accessible from all locations Internet Mgmt Database (S) Toranto Desk Lan Telephone The only difficulty is the person required at Virtual SD needs to be specialist La n User Site 1 New York Desk User Site a Fax Local Users Follow The Sun Model Local Users Remote Users Third Party Supplier Desk 43

44 Incident Management - Process From Event Mgmt From Web Interface User Phone call Technical Staff Incident Identification Request Y To Request Fulfillment Incident logging N Incident Prioritization Incident Categorization Major Incident Y Major Incident Procedure N Initial Diagnosis Hierarchical Escalation Needed? Functional Escalation Needed? N Y Functional Escalation to next level Y Investigation & Diagnosis Management Escalation Resolution & Recovery Incident Closure 44

45 Balances in Operation Internal versus external focus (IT s versus Technology components) Stability versus Responsiveness Quality of versus Cost of Reactive versus Proactive 45

46 Cost versus Quality Cost of service Range of optimal balance between Cost and Quality Quality of (Performance, Availability, Recovery) 46

47 CSI Continual Improvement Guidance in creating and maintaining value for customers through better design, introduction and operation of services, linking improvement efforts and outcomes with Strategy, Design, Transition and Operation.

48 CSI Running across all phases Strategies Strategies, Policies, Standards Design Feedback Lessons Learned for Improvement Feedback Lessons Learned for Improvement Output Plans to create and modify services and service management processes Feedback Lessons Learned for Improvement Transition Feedback Lessons Learned for Improvement Output Manage the transition of new or changed services or service management process into production Feedback Lessons Learned for Improvement Operation Output Day-to-day operations of services and service management processes Continual Improvement Activities are embedded in the service lifecycle 48

49 CSI Model What is the vision? Business vision, mission, goals and objectives Where are we now? Baseline assessments How do we keep the momentum going? Where do we want to be? Measurable targets How do we get there? & process improvement Did we get there? Measurements & metrics 49

50 Measurement Business value Why Measure? Purpose of reports To Validate To Direct Your Measurement Framework To Justify To Intervene 50

51 Value to business Basically, there are four reasons to monitor and measure: To validate monitoring and measuring to validate previous decisions To direct monitoring and measuring to set direction for activities in order to meet set targets. It is the most prevalent reason for monitoring and measuring To justify monitoring and measuring to justify, with factual evidence or proof, that a course of action is required To intervene monitoring and measuring to identify a point of intervention including subsequent changes and corrective actions. 51

52 ITIL Qualification scheme P&R- Portfolio & Relationship O&S- Operation and Support M&C- Monitoring and Control D&O- Design and Optimization 52