ITIL: Planning, Protection & Optimization Course 02 Planning, Protection & Optimization

ITIL: Planning, Protection & Optimization Course 02 Planning, Protection & Optimization

Course Slide 1 Planning, Protection & Optimization Topics Covered Learning Objectives Terms-to-Know Introduction Principles Summary Checkpoint

Topic Slide 2 Introduction to Planning, Protection & Optimization

Slide 3 The Service Lifecycle Service Strategy Design, Development & Implementation Service Design Design & Development Service Transition Development & Improvement Service Operation Delivery & Support Continual Service Improvement Create & Maintain Value

Slide 4 Managing Across the Lifecycle 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

Slide 5 Purpose, Goals & Objectives of Service Design Purpose To design new or changed services for introduction into live environment Goals Consistency & integration within all activities & processes End-to-end business-related functionality & quality Objectives Consider impact of new or changed application on: Overall service Management systems & tools Architectures Technology Service Management processes Measurements & metrics Address functional elements, management & operational requirements in design

Slide 6 Scope of Service Design New or changed services Service management Systems Tools Service Portfolio Service Catalog Technology architecture & management systems Measurement methods & metrics

Slide 7 Value of Service Design Reduces Total Cost of Ownership (ToC) Improves Quality of Service (QoS) Improves consistency of service Results in easier implementations New service Changed service Improves service alignment Enables effective service performance Improves IT governance Increases effectiveness Service management IT processes Improves Information Decision-making Improve Operation + Improve Transition + Operation + Improve Design + Transition + Operation + Improve Value and the ITSM Lifecycle Strategy + Design + Transition + Operation + Improve

Slide 8 Planning, Protection & Optimization Planning Focus on successful IT service design Technology & implementation Protection Focus on business continuity & security Integration of corporate/it governance Optimization Focus on monitoring, measurement & tuning Operational support process

Slide 9 The Context of Service Design (Requirements/Demand) The design of appropriate and innovative IT services, including their architectures, processes, polices and documentation to meet current and future agreed business requirements. (Utility) Business Processes Supported Business Processes Supported Business Processes Supported The Service Governance & Policies (Warranty) (Processes & Activities Supporting Targets) SLA(s)/SLR(s) OLA(s) Infrastructure Assets/Capabilities Support Services IT Processes Support Teams Suppliers Environment Data Applications (System Assets & Components) Assets/Resources (Resources, Staffing & Skills) Copyright AXELOS Limited 2014 All rights reserved. Material is reproduced under license from AXELOS Limited.

Slide 10 Conceptual Framework Business/IT Alignment & Governance Support New & Changed Service Design Support Planning Protection Optimization Operational Functional & Process Support Copyright AXELOS Limited 2014 All rights reserved. Material is reproduced under license from AXELOS Limited.

Slide 11 Principles & Processes Introduction Principles Processes While Service Strategy asks and answers the questions of what to build and why it is needed, Service Design answers the question of how it will be built. It provides the architectural, as well as the organizational basis, to enable the IT organization to realize the necessary IT service capability to meet the needs of the business. Copyright AXELOS Limited 2014 All rights reserved. Material is reproduced under license from AXELOS Limited.

Topic Slide 12 Principles

Slide 13 Principles of Service Design The 5 aspects of service design Requirements Management systems Service portfolio Architecture & technology design Process design Measurement design 4 Ps People Process Product Partners Service Design Package (SDP)

Slide 14 Designing Service Solutions Business Requirements Business Requirements Business Requirements Business Requirements Pilot or Warranty Period Live Operation Project (Team) SAC SAC SAC SAC SAC SAC Agree on Business Requirements Design Service Solution Develop Service Solution Build Service Solution Test Service Solution Build, Test & Deployment Management Strategy Design Service Design Package Improve Transition Transition & Operation Involvement Service Level Requirement (SLR) Pilot SLA Operation Live SLA Copyright AXELOS Limited 2014 All rights reserved. Material is reproduced under license from AXELOS Limited.

Slide 15 Planning PPO & Service Design Principles Five aspects of service design Designing Service solution Architecture Process Measurement framework Service Design Package

Slide 16 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.

Slide 17 Service Design Package Requirements Service design Organizational readiness Service lifecycle Service program Service transition plan Service operational acceptance plan Service Acceptance Criteria (SAC)

Slide 18 Requirements Holistic approach services & components Technology domains Infrastructure Environment Data Applications Business requirements & drivers Design Activities Aspects

Slide 19 Management Systems Support systems Lifecycle management tools Service Knowledge Management System (SKMS) Configuration Management Systems (CMS) Service Portfolio Service Portfolio Provides decision framework Why should a customer buy these services? Why should they buy them from you? What are the pricing or chargeback models? What are my strengths, weaknesses, priorities & risks? How should my resources & capabilities be allocated? Used to evaluate competitiveness Provides means to compare services Describes provider s services in business terms

Slide 20 Design Architecture & Support Technology Strategic Blueprints Development Deployment Major Technology Areas Technology Architectures Management Architectures Architecture

Slide 21 Design Support Processes Generic Process Controls Process Enablers Input Output Triggers A process is a structured set of activities designed to accomplish a specific objective. It takes one or more inputs and turns them into defined outputs. A process includes all of the roles, responsibilities, tools and management controls required to reliably deliver the outputs. Copyright AXELOS Limited 2014 All rights reserved. Material is reproduced under license from AXELOS Limited.

Slide 22 Design Measurement Systems What process metrics measure Progress milestones & deliverables Compliance governance requirements Effectiveness accuracy & correctness Efficiency optimized use of resources Goals & Metrics If you can t measure it, you can t manage it. If you can t manage it, you can t control it. IT Goals Process Goals Measured By Activity Goals Unknown Management Consultant IT-KGI KGI KPI

Slide 23 Metrics Tree Business Objectives Metrics Customer Business Innovation Financial Quality Feedback Complaints Functionality Overall Service Metrics IT Objectives Metrics Quality Surveys Complaints Functionality Individual Service Metrics Individual Process Metrics Progress Compliance Effectiveness Efficiency Component Metrics Availability Performance Capacity Failures Changes Copyright AXELOS Limited 2014 All rights reserved. Material is reproduced under license from AXELOS Limited.

Slide 24 Protection Continuity Business/IT Alignment Security Governance

Slide 25 Continuity Enterprise Level Business Continuity IT Service Continuity is always done in the context of an overarching Business Continuity Plan. IT Level Service Continuity Availability Management IT Service Continuity Management Availability Management plans for and designs availability into new or changed IT Services, while ITSCM provides protection and recovery. Copyright AXELOS Limited 2014 All rights reserved. Material is reproduced under license from AXELOS Limited.

Slide 26 Security Enterprise Governance Enterprise Security Governance is the exercise of control over the activities of the Enterprise. Enterprise Security provides the governance framework for Information Security Management. Availability Management Information Security Management Access Management Information Security Management establishes policies and controls over the information assets of the Enterprise in conjunction with Availability Management. Access Management executes those policies. Copyright AXELOS Limited 2014 All rights reserved. Material is reproduced under license from AXELOS Limited.

Slide 27 Optimization Performance Operational support

Slide 28 Performance Tuning Tuning Implementation Performance Management Activities Analysis Utilization Thresholds Monitoring Resource Utilization SLM Thresholds Capacity Management Information System SLM Exceptions Copyright AXELOS Limited 2014 All rights reserved. Material is reproduced under license from AXELOS Limited.

Slide 29 Operational Process Support Service Desk Incident & Problem Support Incident Management Problem Management PPO Processes Capacity Availability ITSCM Info Security Monitoring, Measuring & Reporting Staff Analysis & Tuning Technical Function(s) Application Functions(s) Copyright AXELOS Limited 2014 All rights reserved. Material is reproduced under license from AXELOS Limited.

Slide 30 Challenges & Risks Challenges A test of one s abilities or resources in a demanding but rewarding undertaking. American Heritage Dictionary Risks To expose to danger; to lay open to the possibility of loss. Kernerman English Multilingual Dictionary Managing risk is not about not taking a risk. When managing risk you mitigate what you can, transfer what is appropriate and the rest you accept; but with full knowledge.

Slide 31 Challenges Business/IT alignment Technological complexity Adherence to practices Unclear requirements Lack of overall awareness Organizational & individual resistance Wasted effort & resources Poor internal relationships Etc.

Slide 32 Risks Prerequisites not met Lack of management commitment Leadership Vision Inadequate resources Lack of communication Silos & cowboys

Slide 33 Service Design Critical Success Factors Critical Success Factors (CSFs) Necessary to achieve the mission Key Performance Indicators (KPIs) Measures that quantify objectives Enable measurement of performance Establish baseline for tracking performance Establish small sub-set Change over time as processes mature Performance is judged by achieving clearly defined objectives Compare today with the past

Slide 34 PPO Processes Across the Lifecycle Planning, Protection & Optimization Processes Capacity Management Availability Management IT Service Continuity Management (ITSCM) Information Security Management Demand Management Supported Lifecycle Processes Change Management Service Asset & Configuration Management Knowledge Management Access Management

Slide 35 PPO Processes Service Design Capacity Management Availability Management IT Service Continuity Management Information Security Management Service Strategy Demand Management Copyright AXELOS Limited 2014 All rights reserved. Material is reproduced under license from AXELOS Limited.

Topic Slide 36 PPO Summary Topics Discussed Summary Checkpoint

Slide 37 PPO Summary Purpose To design new or changed services for introduction into live environment. Goal Consistency & integration within all activities & processes and end-to-end business-related functionality & quality. Objective Consider impact of new or changed application on all aspects of the service and service management processes. Design addresses functional elements, management & operational requirements. Principles Scope Processes 5 aspects of Service Design requirements, management systems, architecture & technology design, process design, measurement design 4 Ps people, process, product, partners Service Design Package New or changed services Service management systems, tools, service portfolio, service catalog Technology architecture & management systems Measurement methods & metrics Availability Management Capacity Management Continuity Management Security Management Demand Management Value Service Design brings value to the organization by reducing Total Cost of Ownership (TCO), improving Quality of Service (QoS), improving service consistency, easing implementation, improving service alignment, achieving more effective service performance, service management & IT processes, improving IT governance, and improving information and decision-making.

Slide 38 Checkpoint

Review Questions: 1. Which of the following statements best describes the planning aspect of PPO? A. Planning responds to the business's service continuity needs by aligning the design with the business' expressed continuity needs B. Through its planning activities, PPO produces a Service Design Package that lays out the service's availability, capacity, continuity and security components that will support the business's demand for the service C. The planning activity provides the framework within which Service Operation functions will work to monitor, measure and tune the service in actual operation, and Continual Service Improvement will call upon in its performance improvement analyses and recommendations D. Planning sets the stage for a robust service that aligns with the business' expected warranty for value received 2. Which of the following statements best describes the role the Design Coordination process plays with the processes of PPO? A. The Design Coordination process provides the coordination of process and activities associated with the all of the processes that are part of PPO. B. The Design Coordination process provides the coordination of process and activities associated with the protection of services. C. The Design Coordination process provides the coordination of only the process activities of all PPO related processes. D. The Design Coordination process provides the coordination of process and activities associated with the Service Design processes that are part of PPO. 3. Which are the primary processes that contribute to service warranty? A. Change, Capacity, Availability, Security, Demand. B. Change, Problem, Availability, Capacity, Continuity. C. Capacity, Availability, Continuity, Security, Demand. D. Incident, Access, Capacity, Availability, Security.

4. The five aspects of Service Design include; A. Gathering system specifications, managing the service catalog, technology acquisition, process design and measurement systems. B. Gathering requirements, managing and controlling the service through its lifecycle, designing both the architecture and supporting technology, design of supporting processes, and measurement systems. C. Gathering system specifications, develop technical design, manage the Service Portfolio, gather requirements for supporting processes and develop a measurement lifecycle. D. Gathering requirements, managing and controlling the service through its lifecycle, technology acquisition, design of supporting processes, and measurement systems. 5. Which of the PPO processes provide for incident and problem support? A. Availability Management B. Capacity Management C. IT Service Continuity Management D. IT Information Security Management E. All of the above 6. The major process metrics are? A. Efficiency, Effectiveness, Compliance and Progress B. Availability, Performance, Capacity, Failures and Changes C. Quality, Feedback, Complaints and Functionality D. Efficiency, Effectiveness, Performance and Quality 7. The Service Design Package (SDP) is a major output from the Service Design phase of the IT Service Lifecycle. Which of the following represent the composition of the SDP? A. Service Program, Service Transition Plan, Service Operational Acceptance Plan and the Service Acceptance Criteria, Service Program and the Service Transition Plan B. Requirements, Service Design, Organizational Readiness and Service Lifecycle C. Service Design, Utility Plan, Warranty Plan, Supplier Acceptance Criteria and Service Lifecycle D. Service Design, Service Program, Service Transition and Service Retirement Plan

8. While the processes of PPO are involved in the design of new or changed IT Services, the scope of PPO extends to what other lifecycle phases? A. Service Transition, Operation and Continual Service Improvement B. Service Strategy, Transition, Operation and Continual Service Improvement C. Service Strategy, Transition and Operation D. No other lifecycle phases 9. The three types of processes that contribute to a service's warranty are: A. Planning, Progress, Optimization. B. Planning, Protection, Optimization. C. Planning, Protection, Operations. D. Planning, Progress, Operations. 10. The design for a company's new retail website includes the use of a credit card clearing house, a third-party hosted shopping cart and third-party monitoring of the customer's web experience. Which PPO processes would it call upon to protect these services? A. Availability, Continuity, Security. B. Availability, Capacity, Security. C. Capacity, Continuity, Security. D. Availability, Capacity, Continuity.

Answer Key: 1. B Through its planning activities, PPO produces a Service Design Package that lays out the service's availability, capacity, continuity and security components that will support the business's demand for the service. 2. D The Design Coordination process provides the coordination of process and activities associated with the Service Design processes that are part of PPO. 3. C The primary processes that contribute to service warranty are Capacity, Availability, Continuity, Security, Demand. 4. B Gathering requirements, managing and controlling the service through its lifecycle, designing both the architecture and supporting technology, design of supporting processes, and measurement systems, is a complete list. 5. E All the above processes provide for incident and problem support. 6. A Efficiency, Effectiveness, Compliance and Progress. 7. B Requirements, Service Design, Organizational Readiness and Service Lifecycle. 8. B Service Strategy, Transition, Operation and Continual Service Improvement. 9. B The Planning, Protection, Optimization processes contribute to a service's warranty. 10. A Availability, Continuity, and Security are protective processes.