BCIS 5520 IT Service Management. Announcements (Next week)

Transcription

1 BCIS 5520 IT Service Management Service Design Class 6.01 Spring 2015 Dr. Becker Announcements (Next week) Homework Class #7 (3/4; click here) Chapter readings: Foundations of ITSM based on ITIL v3, Jan von Bon (JVB) Chapter 10: Service Design: Functions & Processes Foundations in ITSM (ITIL v3 Foundations Course in a Book), Orand & Villarreal (O&V) Chapter 5: Service Design Functions & Processes Research Topics (3/4): #4A- ITSM Service Design Tools/Any one or more of the 7 Service Design Processes (SLM, SCM, etc.) 1

2 2015 Project Topics 1. Johnson,Christopher 2. Kisner,Matthew 3. Perez,Christian 4. Underwood, Grant KEDARit SUM Training Term Paper & Presentation Project (400 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 20 nd Paper (325 pts.; words) & Presentation (50 pts.; slides) due: May 1 st 2

3 Class 6: Readings for Tonight Homework Class #6 (2/25; click here) Chapter readings: Foundations of ITSM based on ITIL v3, Jan von Bon (JVB) Chapter 4: Service Design Foundations in ITSM (ITIL v3 Foundations Course in a Book), Orand & Villarreal (O&V) Chapter 4: Service Design Overview Project Ideas Proposal Due 2/25 (25 pts..) Research Topics (3/26; 100 pts): #4A- ITSM Service Design Tools/Any one or more of the 7 Service Design Processes (SLM, SCM, etc.) ITIL ITSM Lifecycle: 5 Stages 1. Service Strategy 2. Service Design 3. Service Transition 4. Service Operation 5. Continual Service Improvement 3

4 What is ITIL? Facts and not History? It s a Framework! Best practices to manage IT operations and services Individuals may Be certified Help desk > 5? Govt of Commerce, UK; Best Management Practic Function now in Cabinet Office, UK Glenfis AG (Licensed Software Assessor) Glenfis AG is a consulting and training company, based in Switzerland - in the heart of Europe. Glenfis operates via two specialised business units: glenfissolution and glenfisacademy, and operates through an integrated concept according to requirements specifically selected for the client: the glenfisprinciple. The glenfisprinciple assists organizations in the ongoing projects and enables them to meet future challenges. For more information on Glenfis AG click here. The AXELOS Global Best Practice Portfolio AXELOS Best Practice Solutions are designed to help your organization become more effective across a range of key business capabilities including project, programme and IT service management. In addition to the internationally-recognized ITIL and PRINCE2, our portfolio also includes risk, value and portfolio management guidance. 4

5 Pink Elephant The IT Management Experts Pink Elephant Courses Pink Elephant & IT Education Pink Elephant is celebrating 20 years of ITIL experience longer than any other service provider. We are the world s #1 supplier of ITIL education. Our track record is unrivalled: The UK government commissioned Pink Elephant to develop the very first course in ITIL the ITIL Service Manager in Pink s most experienced ITIL Expert Trainer Ron Beales - developed that course, and still teaches ITIL for Pink today! Since ITIL s inception in 1989, we ve put close to 200,000 IT professionals through ITIL training - more than anyone else! We are also the largest global provider of ITIL V3 education with a regular public schedule of ITIL training courses in over 50 cities around the world. Pink Elephant: Who we are? Pink Elephant is proud to be celebrating 20 years of ITIL experience. Operating through many offices across the globe, the company is the world s #1 supplier of ITIL and ITSM conferences, education and consulting services. To date, close to 200,000 IT professionals have benefited from Pink Elephant s expertise. Pink Elephant has been championing the growth of ITIL worldwide since its inception in 1989 longer than any other supplier Pink Elephant was selected as an international expert to contribute to the ITIL V3 project as authors of V3 s Continual Service Improvement book and through representation on the International Exam Panel. 5

6 Licensed Software Assessors assess software tools based on one of three levels: Bronze, Silver or Gold, as well as 100% compliance to the ITIL processes that the tool claims to be compliant with. Please view further information on the Mandatory Assessment Criteria here. The three levels of assessment are as follows: (PINK Elephant, Inc. one of 2 agencies) Product (including processes and user documentation) has a least three "in production" customers that have implemented and are using the product and are happy to reference that they are using the tool to automate the assessed process in accordance with ITIL. Proof of customer implementation of the audited product from the customer (letter-headed paper) endorsing their use of it is required with at least one piece of user evidence. Proof should state that they have the tool deployed in production and they are using the tool to automate the assessed process in accordance with ITIL. Product (including processes and user documentation) has at least three "in production" customers. Proof of product order by customer on letter-headed paper is required (values may be blanked out) stating that the tool, including correct version, is deployed in production. Product, processes and user documentation have passed the assessment. Main Output of Service Design Service Level Package & Requirement (SLP & SLR) Major Inputs to Design Stage, whose Output is : Service Design Package (SDP) includes: Strategic Business Requirements Service Functional Requirements Service Level Requirements Process Requirements Service & Operational Management Requirements Service Design & Topology SDP input to the Service Transition stage 6

7 Service Design: The Basic Processes Objective: the design of new or modified services for introduction into a productive environment. 5 Design Aspects: 1. Service Solution (functional requirements, resources & capacities; 2. Service Portfolio 3. Architecture (technological & management) 4. Process 5. Measurement systems and metrics 1. Design of Service Solutions Analyze agreed Business Requirements Develop alternative approaches to develop new system Design the services Establish the Service Acceptance Criteria (SAC) Testing requirements Agreed expenditures and costs Reconfirm business benefits Are corporate & IT security controls in place Examine alignment of new service Assemble the SDP 7

8 2. Design of the Service Portfolio Definition: a dynamic method for governing investments in service management across the enterprise including their value-adds. Components: Service Catalog Services that are operational Service Pipeline IT Services under consideration or development Retired Services Services no longer in use Figure Service Portfolio 8

9 3. Design of Architecture Prepare the Blueprints for the development and deployment of IT Infrastructure 5 Elements: 1. Service Architecture 2. Application Architecture 3. Information Architecture 4. IT Infrastructure Architecture 5. Environmental Architecture Zachman Framework 9

10 Zachman Framework Standards The Zachman Framework is a classification theory about the nature of an Enterprise and the kinds of "Things" (entities) that have existence in an Enterprise. Therefore, The Framework is the ENTERPRISE ONTOLOGY. All descriptive representations can be expressed in terms of Things and Relationships (i.e.: Thing-Relationship-Thing Models). The Logic of The Framework (6 rows x 6 columns): A two-dimensional classification system- a "schema" Columns: Communication Interrogatives: What, How, Where, Who, When and Why & Enterprise Manifestations Rows: Reification (the 2000-year old process for turning an abstract idea into reality) Transformations : Identification, Definition, Representation, Specification, Configuration, Instantiation &; Audience Contributors Roles Each intersection (Cell) is a unique, independent variable (Class, Abstraction)- a "normalized" structure, one (meta-) fact in one Cell The Cell context defines the meaning of the Enterprise Models' words The two-dimensional schema is depicted in matrix form Each "Primitive" Cell Model has two meta (meta, meta) entities- a "Thing" and a "Relationship" Comprehensive and Complete The Classification on both axes is comprehensive and complete- therefore, the intersections (Cells) have to be comprehensive and complete April 2009 John P. Zachman, Zachman International, Inc Zachman Framework The Logic of The Framework (6 rows x 6 columns): A two-dimensional classification system- a "schema" Columns: Communication Interrogatives? 1. What, 2. How, 3. Where, 4. Who, 5. When and 6. Why; & Enterprise Manifestations 1. Inventory sets (Data), 2. Processes/Functions, 3. Network Nodes, 4. People (Organization Groups), 5. Timing, 6. Motivation Rows: Reification (the 2000-year old process for turning an abstract idea into reality) Transformations (Systems thinking): 1. Identification, 2. Definition, 3. Representation, 4. Specification, 5. Configuration, 6. Instantiation; Audience Contributors/Roles: 1. Scope (Strategists), 2. Business Concepts (Executive Leaders as Owners), 3. Systems Logic (Architects as Designers), 4. Technology Physics (Engineers as Builders), 5. Component Assemblies (Technicians as Implementers), 6. Operations (Workers as Participants) 10

11 4. Design of Process Process: A structured set of activities designed to archive a specific goal Process Control: Consists of planning & regulation of a process, with the purpose of executing that process in an efficient, effective, and consistent manner 5. Design of Measurement systems & Metrics Typically 4-5 elements to investigate: 1. Progress 2. Fulfillment 3. Effectiveness What you do? 4. Efficiency How you do it? 5. Continual Improvement Being effective is about doing the right things, while being efficient is about doing things right. 11

12 Benefits of Service Design 1. Lower TCO 2. Improved quality of service delivery 3. Improved consistency of service delivery 4. Simpler implementations 5. Improved synchronizations/coordination/ or alignment of services with business requirements 6. Improved effectiveness in performance, service management, and IT processes 7. Improved IT administration Design Constraints and Opportunities Service designers constrained by: Internal resources; and external circumstances ISO, SOX, COBIT, etc. Service designers have the opportunities to enhance effectiveness & efficiency of IT facilities through the use of Service Oriented Architecture (SOA) approach. Maintain the Configuration Management System (CMS) Includes the services catalog 12

13 Business Service Management (BSM) Concurrently, BSM enables the organization to: Synchronized IT facilities with the business objectives Set the priorities of IT activities o the basis of their impacts on the business Increase productivity and profitability Support Corporate Governance Enhance competitive advantage Increase the quality of service delivery and customer satisfaction Alignment! Basic Service Design Concepts Delivery Options for IT Services Insourcing Outsourcing Co-sourcing Multi-sourcing Business process outsourcing (BPO) Application Service Provision (SaaS) Knowledge process outsourcing (KPO) Entire work area outsourced 13

14 4.2 Design & Development Options Traditional Development approaches (SDLC) Assume that requirements can be determined at the beginning of the lifecycle Rapid Application Development (RAD) Assumes that change is inevitable; RAD is incremental and iterative Incremental approach service modules Iterative approach prototypes Hybrid approaches Off the Shelf solutions some tailoring! 4.3 Processes and Other Activities The 7 Processes are: 1. Service Catalogue Management (SCM) 2. Service Level Management (SLM) 3. Capacity Management 4. Availability Management 5. IT Service Continuity Management (ITSC) 6. Information Security Management 7. Supplier Management 14

15 4.3 & Other Activities 3 Activities 1. Requirements Development 2. Data & Information Management 3. Application Management Service Design Requirements Types Functional Requirements System context diagrams Use case model Management and operational requirements Non-functional requirements of IT services TESO + Service Quality + POCIS Usability requirements Set performance standards Define test scenarios 15

16 Service Design Requirements Requirement Investigation Approaches: Interviews Workshops Observation Protocol analysis Shadowing Surveys Service Design Requirements Documentation Requirements SMART Specific, Measureable, Achievable/Appropriate, Realistic/Relevant, and Timely) MoSCoW-Approach (a.k.a., MOSCOW) is a prioritization technique used in business analysis and software development to reach a common understanding with stakeholders on the importance they place on the delivery of each requirement - also known as MoSCoW prioritisation or MoSCoW analysis. M - MUST: Describes a requirement that must be satisfied S - SHOULD: Represents a high-priority item that should be included in the solution if it is possible. C - COULD: Describes a requirement which is considered desirable but not necessary. W - WON'T: Represents a requirement that stakeholders have agreed will not be implemented at this time. 16

17 Service Design Data & Information Management Scope: Management of Data Sources Management of Data/Information Technology Management of Information processes Management of Data Standards & Policy (Governance) Data management (MDM) & Lifecycle Data valuation Classification: Operational, Tactical, Strategic Ownership Integrity Service Design Application Management Definition: Software with specific function for direct support of business processes and/or procedures. Approaches: Service Development Lifecycle (SDLC) Application Maintenance Frameworks: Application families (by OS; by functional area, etc.) CASE Tools Application Development 17

18 Skill Mapping Assessment of Employees A Swap Analysis is a review of the existing personnel resources, including their skills, and a mapping of those against the required skills set. Source: Bashab & Piot, The Executive s Guide to IT, p. 355, 2 nd, 4.4 Service Design: Organization Roles and Responsibilities Well Defined! RACI Model Responsible, Accountable, Consulted, and Informed Skills Levels, knowledge, training & competency grid Rolls Process Owner Service Design Mgr Service Catalogue Mgr Service Level Mgr Availability Mgr Security Mgr Others: IT planners, designers, architects 18

19 Exhibit 7.4, Page 173 Source: Bashab & Piot, The Executive s Guide to IT, p. 355, 2 nd, 19

20 Slide 8-39 Help Desk Staffing Level Guidelines Step 1 Determine Base Ratio: 45:1 Variety of OS s No Standards 70:1 Single OS Established Standards Source: Bashab & Piot, The Executive s Guide to IT, p , 2 nd, Slide 8-40 Help Desk Staffing Level Guidelines Step 2 Subtractions From Base Ratio: 30:1 IT Decentralized Users Control & Adjust their Settings, Software, Peripherals Reduce ratio by 50% Users are Remote Support must drive/fly to Users Source: Bashab & Piot, The Executive s Guide to IT, p , 2 nd, 20

21 Help Desk Staffing Level Guidelines Step 3 Additions to Base Ratio: 15:1 Centralized IT Locked User Desktops 20:1 Remote Controls Used 15:1 Standardized Images & Configurations 15:1 Centralized Help Desk Source: Bashab & Piot, The Executive s Guide to IT, p , 2 nd, Example: Size of Help Desk Staff 1. Standard single OS 70:1 2. Decentralized IT -30:1 3. Centralized Help Desk +15:1 Help Desk Requirements: 55:1 550 employees 10 Help desk employees 21

22 4.5 Methods, Techniques, & Tools Technological considerations. Tools offer many benefits: Timely development cycle Adherence to standards Facilitate development of models and prototypes What if? Analysis Service Management Tools Provide efficiency and effectiveness 4.6 Implementation Business Impact Analysis (BIA): Cost/Benefits Implementation of Service Design Service Design Package drives this phase Prerequisites E.g., Problem management depends upon a mature incident management process CSFs and KPIs (Other Metrics; click) Each IT Service provider needs to focus on a specific set of these Challenges Risks (SWOT?) Strengths, Weaknesses, Opportunities, and Threats 22

23 Summary Key Points of Service Design 1. Service Design Package main Output (SDP) SDP is main input Service Transition Stage 2. Major Purpose of SDP is the design of new or changed services for introduction into the live environment 3. 4 Ps of SD are people, processes, partners (vendors), and products (technology) 4. Five (5) aspects of Design include: 1) Service solution; 2) Service Management System; 3) Technology & architectures; 4) Processes; and 5) Measurement & metrics. 23