Service Design According ITIL with RAD Approach

Transcription

1 Service Design According ITIL with RAD Approach Veronika Vesela, Lukas Kralik Tomas Bata University in Zlín, Faculty of Applied Informatics, Nad Stráněmi Zlín, Czech Republic {vvesela, Abstract. This paper responds to requirement to improve the orientation between offered SW, as ITIL tools. There are really a lot of amount thus offered tools and very often leads to poor implementation of ITIL on the basis of badly chosen tools. So this article aims to create dividing, which should facilitate choice of a suitable tool. Simultaneously, this division will serve for further work on creating a methodology for evaluation of ITIL tools. Keywords: ITIL, ITIL tools, tools categorization, IT service support, ITIL implementation. 1 Introduction ITIL presents extensive and generally available manual for IT service management in a form of collection of books. The experiences and recomendations included by ITIL have become the best pracices. Those practices provide enough flexibility to accommodate the recommendation of the ITIL books to its needs and also to the needs of particular organization. The ITIL provides freely available scope which includes whole cycle of IT services. The ITIL is suitable for all companies operating in IT services (fig. 1). The ITIL is for example full of advices notices knowledge and warnings and also full of lessons what to do and what to not do. Standarts like ISO 9000 or ISO/IEC and models for property administration are used in practice cause they all have been proved relevant for service proveders. One of advantages of ITIL is the fact that it is possible to gain experience from experiences of the others. 2 IT Service Design Service Design is a relatively new industry, which sees the functionality and form of services from the perspective of the user. "Apply tools and design methodologies for intangible products, ie services for the purpose of producing solutions that are useful, usable and attractive from the perspective of the customer, competitive and efficient from the perspective of providers". It combines many different disciplines such as marketing, corporate strategy, human resources or IT ISBN:

2 2.1 ITIL Service Design Service design is one phase of ITILs life cycle. It provides manuals for design and development of services and processes. It also presents design methods and principles which can help to transfer strategic objectives into the portfolio of the services and service assets. Service design responds to the needs of business user or targeted client and it is based round defined strategy of the company (Service Strategy). So it includes many functions processes and procedures, not only service design itself. Design coordination Management of the services catalogue Management services layers Capacity management Availability management IT service community management Information security management Supplier management Metrics definition Whole process of design and deployment of the new service consists of few partial phases. 1. Strategy 2. Design 3. Transaction 4. Operation However all these phases are solved complexly because Service Design does not focused on each individual parts. Thats the reason why the ITIL (mean Service Design) should be completed with other techniques and practices. In this case is appropriet to use AGIL techniques or even better choice a RAD (Rappid Application Development). 2.2 Rapid Application Development It is methodology oriented to objects themselves and it is able to simplify software development. The RAD includes some tools and procedures which are based on AGIL methodology. Those tools and procedures can be used to software development, which is their primary objective also can be used to development of systems products and processes. The RAD reduces the time for planning and focuses its potential into the development itself. The methodology consists of four basic aspects methods tools management and people. If there is something wrong with one part it has influence on the development speed and quality. The method has a list ISBN:

3 of tasks and particular structure of work progress (workflow). This procedure is designed to achieve the highest possible speed of development. Functional prototype can be designed very quickly by using these procedures. Also there is still possibility to do any changes in the prototype. The prototype is used very often for software development also for development of new systems products web pages etc. More precisely it s used in every case where it is needed to see a basic structure of application and its mode of operation. If it s already able to meet our requirements or some changes have to be done. The prototype also allows the cooperation of more developers and involves the client into the development process and product testing. Dominant tools supporting Rapid Application Development methodology are tools generating application code. These are mostly the tools supporting teamwork development called CASE. The tools selected by developing team should be able to process the system requirements and creates functional database and most of the application code. This leads to the following requirements: The tool must produce a code which has multilayer structure. It generates prototype without the need of direct typing of the code. It allows modifying the generated code. It can be used in whole development. It must not cause more troubles than benefits. Advantages and disadvantages of Rapid Application Development Advantages of the RAD method: Shorter developing time Creation of the functional prototype which can be easily modified Feedback of the final user and cooperation with him There is possibility of creation of powerful developers team Disadvantages of the RAD method: It needs very experienced developers Lack of know ledges and use of the RADs tools and procedures Incorrectly chosen tools 3 The Life Cycle Comparison for Rapid Application Development and ITIL The development of any application service or system has a certain life cycle. Mostly it starts with putting together requirements of the final user and realistic requirements which can be fulfilled. Selection of the right procedure and method for the developing is based on those requirements. When the ITIL and the RAD ISBN:

4 methodologies are compared so we can see if they are able to cooperate together, we can see that there is a certain similarity in their life cycle. First step of both methodologies is planning and strategy selection. There is a little difference at the next step. The steps that are divided into two blocks in ITIL methodology are executed at the same time in RAD methodology. The RAD performs operations like draft design, group discussion, development itself, testing and consultation with final user in one phase of its life cycle. On the other hand the ITIL has similar steps divided into two phases. So there is an advantage of RADs involvement into the ITIL methodology of IT service development. Differences of both life cycles (ITIL and RAD) are compared in next table (Table 1.) Table 1. Comparison of RAD and ITIL V3 life cycles Rapid Application Development Planning * Identification of requirements * Compilation a team of developers * Strategy ITIL V3 Service strategy * Identification of requirements * Source links * Terms and Conditions * Strategy Development * Appearance design * Group discussion with JAD * Product development * Testing * Consultation with the user Service design * Packed of service models * Standards * Architecture * Models of the solution Transition * Service Operation * Application Operation Service Transition * Updated packages of service models * Test Solutions * Deployment plans Service Operation * Operational plans * Service Operation 5 Conclusion The best advantage of combination of both methodologies is reduction of time. Because the functional prototype of the application is ready quite soon and it is constantly improved. Another important advantage is communication with the final user and his evolvement into the developing process. The cooperation is based on AGIL methodology. ISBN:

5 Acknowledgments. This work was supported by grant No. IGA/FAI/2014/020 and IGA/FAI/2014/053 from IGA (Internal Grant Agency) of Thomas Bata University in Zlin. References 1. Automated Unattended Installation in Kovárna Viva, a.s. In: International journal of computers. Oregon (USA): North Atlantic University Union, 2014, s. 7. ISSN KRALIK, Lukas. Analysis for Automated Unattended Installation. In: Recent Advances in Automatic Control, Information and comunications: Proceedings of the 14th International Conference on Automation & Information (ICAI '13). Valencia (Španělsko): WSEAS press, 2013, s. 5. ISBN ISSN ITIL service design [online]. 2nd ed. London: TSO, 2011, xi, 442 s. [cit ]. Best Management Practice. ISBN Dostupné z: 4. JAŠEK, Roman, SZMIT, Anna, SZMIT, Maciej. Usage of Modern Exponential-Smoothing Models in Network Traffic Modelling. In Nostradamus 2013: Prediction, Modeling and Analysis of Complex Systems. Heidelberg : Springer-Verlag Berlin, 2013, s ISSN ISBN JAŠEK, Roman, KOLAŘÍK, Martin, VÝMOLA, Tomáš. APT Detection System Using Honeypots. In Proceedings of the 14th WSEAS International Conference on Automation & Information (ICAI 13). Montreux : WSEAS Press, 2013, s ISSN ISBN KRBEČEK, Michal, SCHAUER, František, JAŠEK, Roman. Security aspects of remote e- laboratories. International Journal of Online Engineering, 2013, roč. 9, č. 3, s ISSN Vala, Radek; Malaník, David; Jašek, Roman. Usability of software intrusion-detection system in web applications. In International Joint Conference CISIS 12-ICEUTE 12- SOCO 12. Heidelberg: Springer-Verlag Berlin, 2013, s ISSN ISBN HOLMAN, Jan. Srovnání RAD platforem Seam Forge a Spring Roo. Brno, ProjectManagement.com - Process/Project RAD - RAD - Rapid Application Development Process. In: Process/Project RAD - RAD - Rapid Application Development Process [online] [cit ]. Dostupné z: IT Service Management and ITIL Training: Introduction and Overview - The Cisco Learning Network. In: MARCUS, Ann. IT Service Management (ITSM) and ITIL [online] , [cit ]. Dostupné z: JELÍNEK, Jan. Spolupráce metodik ITIL a RUP. Praha, Dostupné z: GRÁC, Marek. Rapid Development of Language Resources. Brno, Dostupné z: TANG, Raymond. Rapid Application Development. The University of Hong Kong, Dostupné z: %29_Rapid_Application_Dev.pdf 14. SHARP, Alec. Workflow modeling: tools for process improvement and applications development. 2nd ed. Boston: Artech House, c2009, xx, 449 s. ISBN ISBN: