BCIS 5520 IT Service Management

Transcription

1 BCIS 5520 IT Service Management Service Continuity Class Spring 2012 Dr. Becker Class 14: Continual Service Improvement (Cont.); Virtual Organizations Homework (N/A) Class #14 (4/25; click here) Readings: NEW** Foundations in ITSM (ITIL v3 Foundations Course in a Book), Orand & Villarreal (O&V) Chapters: 12 Tools, Techniques, and Security Issues Foundations of ITSM based on ITIL v3, Jan von Bon (JVB) Chapter: 7 & 13 Continual Service Improvement Foundations in ITSM (ITIL v3 Foundations Course in a Book), Orand & Villarreal (O&V) Chapters: 11 Continual Service Improvement Other Materials Class Handouts & Readings Guest Speakers: TBA Homework #Final Project Q&A (4/25): 1

2 Project Topics (w/ Wil Clark) UNT ITSM Organization 1. Mr. Garrison, Evaluation of ITSM Tools, Focusing on Change Management Process 2. Mrs. Nintzel, Comparison of Incident Management Software for the UNT ITSM Environment (e.g., Remedy) 3. Mr. Mohammed, Effective Communication in Business Terms [Learning the Language of the Business] Term Paper & Presentation Project (200 pts.); DRAFT (100 pts) The subject of the paper should be relevant to the management of information assets and can be based on one of the topics covered in class, mentioned in your textbook, or any other topic relevant to IT Service Management. I. Introduction to topic. Title and statement of the topic (100 to 250 words). The topic statement should be in paragraph rather, rather than outline, form. Answer the question: Why should we care about your topic? Use outline form for rest of the paper when appropriate. II. Key Issues (KIs) for management of topic. Answer the question: To what things (i.e., nouns) must you pay attention in order to be successful at managing topic? You cannot have more than 10 or fewer than 5 KIs, preferably 6 to 8. NOTE: These MUST lead to the definition of CSFs in V. below III. Model/framework/theory/taxonomies. Answer the question: What concepts, paradigms, approaches, etc. are there to help us understand and/or organize the subject matter? IV. Primary content -- Cover the subject matter Provide management with the how to do it details. Ideally the content of section III and/or II provides you with a way to organize this section into several sub-headings. Case examples could go here too. Put longer cases, and supporting materials which cannot be easily cited in the References section into the Appendix. V. Critical success factors (CSFs) for successful management of this area. Answer the question: What things must be done right in order to be successful at managing this? Ideally this section links back to section II s KIs. Section V's CSFs should serve as your conclusions and summary section; but, if necessary, include a separate section before this one to deal with additional conclusions. You cannot have more than 10 or fewer than 5 CSFs, preferably 6 to 8. VI. References. [Not included in word counts] VII.Appendix. [Not included in word counts] Include PowerPoint Presentation Slides here. Copies of important references; website materials; and figures and tables not included in main body of report. Proposal (25 pts words) due: Feb 22 nd Paper (125 pts.; words) & Presentation (50 pts.; slides) due: May 2 nd 2

3 Class 13: Continual Service Improvement Homework (9A) Class #13 (4/18; click here) Readings: Foundations of ITSM based on ITIL v3, Jan von Bon (JVB) Chapter: 7 & 13 Continual Service Improvement Foundations in ITSM (ITIL v3 Foundations Course in a Book), Orand & Villarreal (O&V) Chapters: 11 Continual Service Improvement Other Materials Class Handouts & Readings Guest Speakers: Charles Williams, Sr. Partner, KEDARit; Barbara Stewart, Director, IT Shared Services Celanese Susan Shellhase, Global ITIL Project Lead Celanese Homework #9A (4/18): ITSM Continual Service Improvement (CSI): a) Deming Cycle or b) CSI Best Practices ITIL ITSM Lifecycle: Operations 1. Service Strategy 2. Service Design 3. Service Transition 4. Service Operation 5. Continual Service Improvement 3

4 Guest Speakers Charles Williams, Sr. Partner, KEDARit; Barbara Stewart, Director, IT Shared Services Celanese Susan Shellhase, Global ITIL Project Lead Celanese KEDARit ( Lewisville, TX) Founded in 2001, KEDARit is a leading management consulting company that specializes in strategic Financial Management, Process Engineering, and Training business and technology solutions. Our Commitment: Improve IT service management capabilities, Increase the effectiveness of operations, and Reduce costs. COp-S --Cost Optimization Service The bottom line we deliver solutions and services that are stable, sustainable, and successful. 4

5 Celanese Corp. Karl Wachs (CIO; ) 5

6 Celanese vs. IBM & S&P 6

7 Discussion Questions (Speakers Notes) 1) Describe and assess Celanese s approach to IT service improvement. a. Describe the approach to IT service improvement taken at Celanese. b. How effective was it? c. What factors contributed to its (in)effectiveness? d. What specifically should they have done differently? 2) The Infrastructure group was more eager to pursue SLAs than the groups that had more interaction with the business, e.g., applications area. What explains this difference in the perception of SLAs value? 3) If you were the CIO and you were trying to decide which of the five ITIL projects you should endorse and support financially, what would your decision be? Why? 4) Do you agree with the CIO s conceptualization of the process- performance trade-- off? Why? Why not? a. Do you agree with his characterization of the Celanese and the ITILpath? Why? Why not? Case Assignments 9A: Continual Service Improvement Deming Cycle? CSI Best Practices 7

8 THE END Class 13 Continue with Continuous Service Improvement next week. 8