ITIL Foundation V3. Walaa Omar

Transcription

1 ITIL Foundation V3 Walaa Omar

2 Service Lifecycle Mapping

3 Service Design The Service Design publication provides guidance for the design and development of services and Service Management processes It covers design principles and methods for converting strategic objectives into portfolios of services and service assets

4 Goal and Objectives Produce and maintain IT plans, policies and standards for the design of quality IT services Develop the skills and capabilities within IT necessary to deliver quality IT services To design new or changed services for introduction into the live environment, Identify and manage risks identified during the design stage

5 Value to the business Better design therefore reduced Total Cost of Ownership (TCO) Improved quality and consistency of service Improved service alignment with business needs and organizational strategy Easier implementation of new or changed services Better service performance

6 Key Concept Service Design Package Service Design Package (SDP) should be produced during the Service Design stage for: New service Major change to an existing service Removal of a service Provides the blueprint required by the Service Transition stage

7 Service Design Package Typical Contents Business requirements Functional requirements Operational requirements Design topology (service components, etc.) Organizational readiness assessment (business, financial and technical) Service transition plan (build and test policies, etc.) Acceptance Criteria Service Level Requirements Service Programme (e.g. timescales, phasing, interfaces, skills required)

8 The 4 Ps of Service Design

9 Service Design Sourcing Options

10 The Five Aspects of Service Design Design of the service solutions including all of the functional requirements, resources and capabilities needed and agreed Design of Service Management systems and tools, especially the Service Portfolio for the management and control of services through their lifecycle Design of the technology architectures and management systems Design of the processes needed to design, transition, operate and improve the service Design of the measurement systems, methods and metrics

11 Service Design Processes Service Catalogue Management Service Level Management Availability Management IT Service Continuity Management Supplier Management Information Security Management Capacity Management

12 Service Lifecycle Mapping

13 Service Catalogue Management

14 Service Catalogue Management Objectives To provide a single source of consistent information on all of the agreed services. To ensure that the Service Catalogue is available to those approved to access it To manage the information in the Service Catalogue ensuring that it contains accurate and current information on all live and approved for live services.

15 Service Catalogue Management Basic Concepts Service Catalogue is a component of the Service Portfolio Service Catalogue defines the dependencies and interfaces between the services and supporting components Two aspects:- Business Service Catalogue customer view Technical Service Catalogue underpins Business Service Catalogue

16 The Service Catalogue - Structure

17 The Role of the Service Catalogue Manager

18 Service Level Management

19 Service Level Management - Goal and Scope Goal To ensure that an agreed level of IT service is provided for all current IT services and that future services are delivered to agreed and achievable targets Scope Provides a regular point of contact, representing the IT service provider to the business and the business to the IT service provider Encompasses both existing services and potential future requirements for new or changed services

20 Key Concept - Business and IT Relationship

21 Challenges and Benefits of SLM Challenges Identifying a suitable customer representative Negotiating appropriate targets which are achievable, challenging and in line with business requirements Overcoming differences in perceptions within the customer community Gaining commitment to targets from internal and external support Getting the SLA signed by the appropriate people Benefits Builds lasting relationships with the customer and with functional IT groups In conjunction with other Service Management processes proactively prevents service failures and reduces risk Gives a clear view of responsibilities of IT and the business Quantifies service quality thus helping consistency Identifies weak areas for improvement Gives a better focus on business requirements

22 Service Level Management Process Activities Design SLA framework (use Service Catalogue as input) Determine and document SLRs Negotiate, agree and document SLAs Monitor Service Performance against SLA Collate, measure and improve customer satisfaction Produce Service Reports Conduct Service Reviews and feed into Service Improvement Programmes (SIPs) Review and revise SLAs, service scope and underpinning agreements Develop contacts and relationships Log and manage all complaints and compliments

23 SLA Framework - Service/Customer based SLA

24 SLA Framework - Multi-Level

25 Service Level Management - Key Metrics Objective Number and percentage of service targets being met Number and severity of service breaches Number of services with up to date SLAs Number of services with timely reports and active service reviews Subjective Customer perception survey - rating of services and the SLM process

26 The Role of the Service Level Manager

27 SLM Lesson Review To ensure that an agreed level of IT service is provided for all current IT services and that future services are delivered to agreed and achievable targets The Service Level Management process includes ascertaining Service Level Requirements (SLRs) and negotiating Service Level Agreements (SLAs), as well as monitoring, reporting on and reviewing SLA targets SLA structures are Service Based, Customer Based, and Multi-level Service Level Agreements with customers are supported by Operational Level Agreements (OLAs) and Underpinning Contracts Service Level Management drives Service Improvement Programmes (SIPs) to enhance the quality of services

28 Service Lifecycle Mapping

29 Availability Management

30 Availability Management Objectives To produce and maintain the Availability Plan and assess the impact of changes on the Plan To provide advice and guidance on all availability issues and assist with the diagnosis and resolution of availability related incidents and problems To ensure that service availability achievements meet or exceed all of their agreed targets To seek proactive ways of improving availability

31 Availability Management - Basic Concepts Availability Percentage of uptime/downtime E.g. (agreed service time downtime) / agreed service time x 100% Reliability Length of time between service or component failures E.g. Mean time between failures (MTBF) Maintainability Length of time to restore service or component E.g. Mean time to recover (MTTR) Serviceability The ability of 3rd party suppliers to meet the terms of their contract regarding availability,reliability and maintainability

32 Availability Management - Basic Concepts(Conts) Vital Business Functions (VBFs) Business critical elements of the business process supported by an IT service Require a greater level of resilience and availability achieved by: High availability masks component failures to users Fault tolerance allows a component to continue to operate after a part failure Continuous operation masks planned downtime to users Continuous availability masks planned or unplanned downtime to users (immediate recovery in IT Service Continuity terms)

33 The Role of the Availability Manager

34 Service Lifecycle Mapping

35 IT Service Continuity Management(Recovery)

36 IT Service Continuity Management - Objectives To maintain IT continuity and recovery plans that support Business Continuity Plans (BCPs) To conduct regular Business Impact Analysis (BIA) exercises To conduct regular Risk Analysis and Management exercises in conjunction with Availability and Information Security Management To implement the appropriate recovery mechanisms Assess the impact of all changes on the IT Service Continuity Plans and IT recovery plans In conjunction with Supplier Management, negotiate and agree contracts with suppliers for the provision of recovery capabilities

37 IT Service Continuity Management Process

38 The Role of the Continuity Manager

39 Service Lifecycle Mapping

40 Information Security Management

41 Information Security Management - Objectives To be responsible for production, maintenance and enforcement of Information Security Policy (ISP) To protect the interests on those relying on information from failures relating to lack of availability, integrity or confidentiality. To ensure that information exchanges between various parties can be trusted To ensure that the ISP is in line with the strategic goals of the organisation (Corporate governance framework) in relation to protection and effective use of information resources

42 Includes policies on: Information Security Policy (ISP) Password control Use/misuse of assets Internet Anti-Virus Classification of information Remote access

43 Information Security Management System (ISMS)

44 The Role of the Security Manager

45 Service Lifecycle Mapping

46 Supplier Management

47 Supplier Management Objectives Negotiate and agree contracts with suppliers and manage them through their lifecycle In conjunction with Service Level Management, ensure that agreements with suppliers are aligned to business needs and support agreed SLA targets Ensure value for money is obtained from suppliers and contracts Maintain a supplier policy and a supporting Supplier and Contract Database (SCD)

48 Supplier Management Process

49 Supplier Management Roles

50 The Role of the Supplier Manager

51 Service Lifecycle Mapping

52 Capacity Management

53 Capacity Management Objectives To produce and maintain the Capacity Plan (current & future needs) To provide advice and guidance on all capacity related issues To assist the business in determining its current and future capacity requirements To ensure that service performance matches or exceeds agreed performance targets (by managing the performance and capacity for both services and resources). Assist the diagnosis and resolution of performance & capacity related incidents and problems Assess the impact of all changes of the capacity plan. To seek to proactively manage capacity

54 Capacity Management Process

55 Capacity Management Basic Concepts

56 The Role of the Capacity Manager

57 Service Design Sample Question 1 Which of the following areas would technology help to support during the Service Design phase of the Lifecycle? 1. Hardware and Software design 2. Environmental design 3. Process design 4. Data design a) 1, 3 and 4 only b) 1, 2 and 3 only c) All of the above d) 2, 3 and 4 only

58 Service Design Sample Question 2 Which of the following statements about Supplier Management is INCORRECT? a) Supplier Management negotiates internal and external agreements to support the delivery of services b) Supplier Management ensures that suppliers meet business expectations c) Supplier Management maintains information in a Supplier and Contract Database d) Supplier Management should be involved in all stages of the service lifecycle, from Strategy through Design and Transition to Operations and Improvement

59 Service Design Sample Question 3 The main objective of Availability Management is? a) To monitor and report availability of services and components b) To ensure that all targets in Service Level Agreements (SLAs) are met c) To guarantee availability levels for services and components d) To ensure that service availability matches or exceeds the agreed needs of the business

60 Thank You