Introduction to IT Service Management

Transcription

1 Introduction to IT Service Management Mr. Rok Sajovic (ITSM CENTER d.o.o.) Agenda Introduction About ITSM CENTER About ITIL Conclusion 1

2 ITSM CENTER d.o.o. Primary business: IT Service Management and Project Management We provide consultancy and trainings: ITIL, PRINCE2, SCRUM, ISO/IEC 20000, ISO/IEC Definition of ITIL Service Definition Why ITIL and benefits 5 core modules of ITIL Presentation focus 2

3 ITIL in 5 minutes Aligning IT service to current and future business needs Higher IT service quality Lower long-term IT service costs ITIL in 5 minutes 3

4 4

5 Before After 10 5

6 ITIL in 5 minutes Definition of Service Services are a means of delivering value to customers by facilitating outcomes customers want to achieve without the ownership of specific costs and risks. Manage as Business Service Business services eg. Order eg. Billing IT services ERP IT Infrastructure HW / SW NW ITIL is a registered trademark of the OGC the Office of Government Commerce. 12 6

7 IT Service vs. System Management Network Databases Business Applications Desktop Computers Servers End to End Service Management ITIL Core Service Lifecycle Service Strategy: Model and Plan Services that have utility and warranty Service Design: High Quality, Cost Effective, Consistent Services Service Transition: Transition new and changed services into operations Service Operation: To achieve effectiveness and efficiency in the delivery of services Continual Service Improvement: Continue to create and improve value through improvements and enhancements 14 7

8 ITIL Service Strategy Service Strategy Value creation ITIL Service Strategy Perception Value Preferences Business Outcomes 8

9 ITIL Service Strategy Create Value Service Unit Capabilities Capabilities Management Organisation Processes Knowledge Business Goods/Services People Resources Information Applications Generates Returns Infrastructure Financial Capital Resources 17 Service Portfolio: Service Pipeline Service Catalogue Retired services ITIL Service Strategy TTB Transform the Business GTB - Grow the Business Risk RTB - Run the Business 9

10 ITIL Service Design Service Design Service Level Management Poslovanje Kupac Planiranje Coordinacija Katalog usluga Skicirat SLA Dogovara SLA Nadzire SLA Izvještava po SLA Provjerava SLA Provider Service Level Manager UC OLA Dobavljači Vanjski Interni Desk Top Service Quality Usluge Korisnik Payroll Proizvodnja 10

11 Business Service Catalogue Service Catalogue Business Process 1 Business Process 2 Business Process 3 Service A Service B Service C Service D Service E Support Services Hardware Software Applications Data Technical Service Catalogue Supplier Management Supplier Strategy & Policy Evaluacija novih dobavljača i ugovora Kategorizacija dobavljača i održavanje SCD Uspostava novih dobavljača i ugovora Supplier & Contract Database (SCD) Informacije i izvještaju dobavljača Upravljanje učinkovitošću dobavljača i ugovora Obnova ili prekidanje ugovora 11

12 ITIL Service Design Other Service Design processes: Information Security Management Availability Management Capacity Management IT Service Continuity Management ITIL Service Transition Service Transition 12

13 ITIL Service Transition Change Management The objectives of the Change Management process are to ensure that changes are recorded and then evaluated, authorised, prioritised, planned, tested, implemented, documented and reviewed in a controlled manner ITIL Service Transition Configuration Management The objective is to define and control the components of services and infrastructure and maintain accurate configuration records. 13

14 Example Hardware CIs MAINFRAME NETWORK FILESERVERS SCOPE MODEM SWITCH RELATIONSHIPS is connected to is part of MODEM PC PC PC PC PC ATTRIBUTES Owner, Status, Location, Version, Serial Number PC Keyboard CPU Mouse CI LEVEL 27 ITIL Service Transition Release & Deployment Management The objectives of Release And Deployment Management are to ensure that: There are clear and comprehensive release and deployment plans A release package can be built, installed, tested and deployed efficiently, successfully and on schedule A new or changed service and its enabling systems, technology and organisation are capable of delivering the agreed service requirements 14

15 ITIL Service Operation Service Operation ITIL Service Operation Incident Management The goal of the Incident Management process is to restore normal service operation as quickly as possible and minimise the adverse impact on business operations 15

16 ITIL Service Operation Problem Management The primary objectives of Problem Management are to prevent Problems and resulting Incidents from happening Eliminate recurring Incidents Minimise the Impact of Incidents that cannot be prevented Relationship Between Incident, Problem & Change Mgt Incident Management Incident Matching } } } } Problem Management Problem CI at Fault Root Cause Found Problem Evolves Into Known Error Work-Around Known Error Request For Change Change Management 32 16

17 Service Desk ITIL Service Operation Customer 1 Customer 2 Customer 3 Central Service Desk 2nd line support Network & Third Party Operations Support Support Application Support Desktop Support ITIL Continual Service Improvement Continual Service Improvement 17

18 ITIL Continual Service Improvement Goals: Recommendations for improvmenet Analysis of SLA Improving the costs and quylity of IT services Quality Management 18

19 Hrana v tonah Prašiči/kom Ljubljenje v dneh Spanje v letih Vino v litrih ITIL - Conclusion Adapdt and Adopt ITIL takes a holistic approach People, process, products and partners Communication is important 19

20 15 ITIL processes certified Incident Management Problem Management Change Management Service Asset & Configuration Management Event Management Request Fullfilment Release & Deployment Management Knowledge Management Service Level Management Availability Management Financial Management (Service Costing) Service Portfolio Management Service Catalog Management Capacity Management IT Service Continuity Management V V V V

21 EasyVista 2015 Vabilo na dogodek Call Centar conference

22 Question? No Yes I know answer? Yes Provide answer No RUN FAST Leave Rok Sajovic [email protected] Hvala! 22