ITIL: Service Offerings & Agreements Course 02 Service Offerings & Agreements

Transcription

1 ITIL: Service Offerings & Agreements Course 02 Service Offerings & Agreements

2 Slide 1 Course Service Offerings & Agreements Topics Covered Learning Objectives Terms-to-Know Introduction Principles Context Summary Checkpoint

3 Slide 2 Topic Introduction to Service Offerings & Agreements Topics Discussed Introduction Objectives Scope Value Concepts

4 Slide 3 Introduction Strategy Management Service Portfolio Management Financial Management Demand Management Business Relationship Management Strategy Design Coordination Service Catalog Management Service Level Management Availability Management Capacity Management Continuity Management Security Management Supplier Design Management Improve Operation Transition

5 Slide 4 Objective Formulation & documentation Service offerings Current Future Provide business & technical viewpoint of services Allocation & management of supporting resources Enable appropriate service strategies Create service level structure Supported by contracts & agreements Ensure partners & suppliers are properly managed Ensure understanding of service value Manage business relationships Support operational activities

6 Slide 5 Scope IT Service Lifecycle Service Strategy Service Design Support of Service Operation Other Frameworks escm practice areas Performance management Relationship management CobiT (Control Objectives for IT) PO Plan & Organize AI Acquire & Implement

7 Slide 6 Value to the Business IT Services that support desired business outcomes Clear understanding of IT Service investments Service Levels supported by Cascading set of agreements & contracts Supplier & Service Provider management Awareness of services offered Business Technical

8 Slide 7 Concepts IT Services As a business investment Consumption patterns Creation & capture of value Agreements & contracts Service levels supported Agreements Contracts Service Providers & suppliers Internal External

9 Slide 8 Topic Service Offerings & Agreements Principles Topics Discussed SOA Context Service Portfolio Service Pipeline Service Catalog Service Level Management Supplier Management

10 Slide 9 SOA Context Framework for Strategic Decisions Service Portfolio Management Ensure Service Performance is Measured & Reported Service Level Management Supplier Management Ensure Management of Suppliers & Provided Services Governance & Oversight Define Analyze Approve Charter Strategy Management Activities Service Portfolio Chartered Service Service Design Activities Service Transition Activities Service Operation Activities Customer & Technical Support & Delivery View Support Teams Suppliers Financial Management Demand Management Service Catalog Management Service Catalog OLA Contract Enable Value Creation & Capture Manage Demand Patterns Single Source of Service Information Service Offerings Customer SLA Contracts & Agreements Copyright AXELOS Limited 2014 All rights reserved. Material is reproduced under license from AXELOS Limited.

11 Slide 10 Service Portfolio Copyright AXELOS Limited 2014 All rights reserved. Material is reproduced under license from AXELOS Limited.

12 Slide 11 Service Pipeline Market Spaces Service Concepts Customers Service Improvements Service Strategy Chartered Service Service Design Service Design Package Service Transition IT Services The Service Pipeline Copyright AXELOS Limited 2014 All rights reserved. Material is reproduced under license from AXELOS Limited.

13 Slide 12 Service Catalog SKMS Service Portfolio Service Pipeline Service Catalog Retired Services Customer/Support Team View Service Status Requirements Defined Analyzed Approved Retired Service Lifecycle Chartered Designed Developed Built Test Released Operational Copyright AXELOS Limited 2014 All rights reserved. Material is reproduced under license from AXELOS Limited.

14 Slide 13 SOA & Design Coordination Overview Overall Design Coordination Activities Define Policies & Methods Plan Resources & Capabilities Coordinate Design Activities Manage Risk & Issues Improve Service Design Design Coordination Process ** Process Process Process Process Process Process Service Catalog Management Service Level Management Information Security Management Capacity Management Availability Management ITSCM Process Supplier Management ISMS ** The Design Coordination process supports common bi-directional information flows among Service Design Activities & Processes. CMS The Service Design processes support the design of appropriate and innovative IT Services, including their architectures, processes, policies and documentation to meet the current and future business requirements. Copyright AXELOS Limited 2014 All rights reserved. Material is reproduced under license from AXELOS Limited.

15 Slide 14 SD & SLM Getting Started SLM Planning SLM Implementation Negotiation Draft SLA Review Contracts Service Catalog Agreement Review Monitor Report SLA Process Improving Copyright AXELOS Limited 2014 All rights reserved. Material is reproduced under license from AXELOS Limited.

16 Slide 15 SOA & Value Value Creating Value Perceiving Value Framing Service Value

17 Slide 16 Value of a Service Defined by the customer Represents an affordable mix of features Achieves business objectives Changes over time Requires three pieces of information What service was provided? What did the service achieve? What was the price of the service?

18 Slide 17 Creating Service Value Business outcomes achieved Preferences actualized Perceptions met Preferences Outcomes Perceptions Value

19 Slide 18 Perception of Value Positive difference Negative difference A Service Provider cannot decide the value of a service. However, the Service Provider is able to directly influence how the value of a service is perceived by the customer. Gains from utilizing the service + _ Net difference Losses from utilizing the service Based on DIY strategy or existing arrangements Reference value Economic value of service Copyright AXELOS Limited 2014 All rights reserved. Material is reproduced under license from AXELOS Limited.

20 Slide 19 Framing Service Value Utility Fit for Purpose Increase Performance Average Warranty Fit for Use Reduce Performance Variation Utility & Warranty = Service Value Copyright AXELOS Limited 2014 All rights reserved. Material is reproduced under license from AXELOS Limited. Copyright AXELOS Limited 2014 All rights reserved. Material is reproduced under license from AXELOS Limited.

21 Slide 20 Supplier Management Evaluate new suppliers & contracts Categorize suppliers & maintain SCMIS Establish new suppliers & contracts Manage supplier & contract performance Renew/terminate contracts Evaluate Supplier Categorize & Maintain SCD Establish Supplier SCMIS Manage Supplier Renew or Terminate

22 Slide 21 Topic Service Offerings & Agreements Context Topics Discussed Relationships Information Metrics & Measures Challenges SOA Processes

23 Slide 22 Relationships Service Strategy Service Portfolio Management Demand Management Financial Management Business Relationship Management Service Design Service Level Management Service Catalog Management Supplier Management Service Operation Incident Management Problem Management

24 Slide 23 Information Service Knowledge Management System Configuration Management System Service Portfolio Service Catalog Business intelligence Market surveys Focus groups Analysis

25 Slide 24 Metrics & Measures Documented services Services cataloged Services under agreement Service Provider performance

26 Slide 25 Challenges Service mentality Complexity of services Infrastructure Value network Business information Accurate Timely Complete

27 Slide 26 SOA Processes Service Portfolio Management Service Catalog Management Service Level Management Demand Management Supplier Management Financial Management Business Relationship Management

28 Slide 27 Topic Service Offerings & Agreements Summary Topics Discussed Summary Checkpoint

29 Slide 28 SOA Summary Purpose Provide the framework to align IT Services to business outcomes at the required service levels. Goal Match IT Service to the business processes supported Objective Manage the business relationship to ensure the appropriate IT Service strategy to deliver desired business outcomes. Concepts Scope Processes IT Services Business Investment IT Service Lifecycle Strategy Service Portfolio Management Demand Management Consumption Patterns Design Service Catalog Management Create & Capture Value Operation Service Level Management Supplier Management Agreements & Contracts Other Frameworks Financial Management Service Levels Supported escm Business Relationship Internal & External CobiT Management Providers Value Service Offerings & Agreements provides support for the identification, tracking, creation and evaluation of IT Services necessary to support the achievement of desired business outcomes. It does that through ensuring a clear understanding of IT investments and their required service levels.

30 Slide 29 Checkpoint

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32 Review Questions: 1. Which of the following statements best describes the concept of service value? A. Service value is framed in the context of utility and warranty B. Service value is achieved only when the projected ROI has been exceeded C. Service value is created when business outcomes are achieved, customer preferences are actualized and the customer perceives the service as valuable D. Service value is achieved when the customer perceives the service is valuable, irrespective of business outcomes achieved 2. Which of the following statements best describes the Service Portfolio and Service Catalog? A. The Service Portfolio represents IT Services planned, those that are in operation and those that have been retired, and the Service Catalog is the technology used to expose the contents to the business user B. The Service Portfolio represents IT Service investments and commitments, while the Service Catalog represents the internal and external services that are in operation now C. The Service Portfolio represents the future (or planned) investments in IT Services, while the Service Catalog represents the internal and external services that are in operation now D. The Service Portfolio represents the internal and external services that are in operation now, and the Service Catalog represents the future (or planned) investments in IT Services that are on order by the business 3. Which of the following is the best description of the Service Pipeline? A. A database or structured document listing all formal requests from users or business customer for a service to be provided B. A database or structured document listing all IT Service management by a Service Provider or have been retired C. A database or structured document listing all chartered services under development, but are not yet available to customers D. A database or structured document listing all IT Services that are under consideration or development, but are not yet available to customers

33 4. Service Offerings & Agreements (SOA) processes provide value to the business by: A. The business and the Service Provider achieve a better understanding of the investment in IT Services and put support structures in place to document, monitor, measure and report on the performance of IT Services B. Enabling the Service Provider to ensure the lowest possible cost of services of any viable alternative Service Provider C. Ensures the chartered service s support plan is enabled through invocation of multiple Service Improvement Plans (SIP) D. Ensuring the pooled resources of retired services are also removed as service assets, thus reducing the total cost of ownership 5. Which of the following represent metrics and measures for OSA? A. Service Provider performance B. Service cataloged C. Services documented D. Service under agreement E. All of the above 6. Service Offerings and Agreements (SOA) deals with two fundamental concepts. A. Creation and design of service and supporting documentation B. The formulation and documentation of the service C. Selection of the service provider s delivery architecture D. The allocation and management of its supporting resources E. A & C F. B & D G. A & D 7. The SOA process relies on information in the Service Knowledge Management System (SKMS); specifically, the CMS and the Service Portfolio and its components. Which of the following provides business intelligence to the processes? A. Initial Service Change Evaluation report B. Authorized change proposal C. Focus groups D. Business case

34 8. The OSA process shares relationships with other lifecycle processes and among themselves. Which Service Operation processes share a close relationship with the OSA processes? A. Event Management B. Incident Management C. Problem Management D. Service Catalog Management E. A & B F. A & C G. B & C 9. In the context of SOA which of the following statements is true? 1. Demand and Financial Management provide input to the activities of Strategy Management, which result in the definition, analysis, approval and chartering of IT Services via Service Portfolio Management. 2. The Service Level Management process establishes agreements with the customer, and documents the scope and quality of the IT Service's performance. A. Only 1 is true B. Both 1 and 2 are true C. Neither 1 nor 2 are true D. Only 2 is true 10. The scope of the Service Offerings and Agreements (SOA) directly involves the Service Strategy and Design phases. Which of the following does not describe the scope of SOA and the other stages of the lifecycle? A. Service Operation (managing services in supported environments) B. Service Transition (developing and improving the introduction of new and changed services into support environments) C. Continual Service Improvement (maintaining business/customer value) D. None of the above since SOA s scope is limited to Service Strategy & Design

35 Answer Key: 1. C Service value is created when business outcomes are achieved, customer preferences are actualized and the customer perceives the service as valuable. 2. B The Service Portfolio represents the investments (total) and commitment (future services), and the Service Catalog is a subset of the Service Portfolio and contains Services that exist and are in operation. (Service Strategy: Service Portfolio) 3. D A database or structured document listing all IT Services that are under consideration or development, but are not yet available to customers. 4. A The business and the Service Provider achieve a better understanding of the investment in IT Services and put support structures in place to document, monitor, measure and report on the performance of IT Services. 5. E All options represent metrics and measures for OSA. 6. F The formulation and documentation of the service concept and the allocation and management of its supporting resources are correct answers. 7. C Focus groups 8. G Incident Management and Problem Management share a close relationship with the OSA processes. 9. B Both 1 and 2 are true. 10. D None of the above since SOA s scope is limited to Service Strategy & Design.