Integrated Process Model - v2

Gartner Hype Cycle for IT Operations Management, 2007

Manage IT from a Business Perspective
Use controls to go faster
IT Budget Reality
Changing Nature of IT in Organizations
ITIL 3.0 and Supporting Materials
 What’s New?
• Evolution, not revolution
• Lifecycle approach to Services
• ITIL v3 includes:
– Business service management (BSM) - now defined and
recommended
– Configuration Management System
» Includes CMDB, and now…
» Federation, Data collection, Topology,
– Knowledge Management
– Request Fulfillment
– Business Impact Analysis
– Access Management
– Service Portfolio Management
– Service as an Asset that creates value through Utility and Warranty
Access/Identity Management
 What Is a Service?
• V2
“A service is one or more IT systems which
enable a business process”
• V3
“A service is a means of delivering value to
customers by facilitating outcomes customers
want to achieve without the ownership of
specific costs and risks”
 Service Management
• Service Management is a set of specialized
organizational capabilities for providing value
to customers in the form of services.
• Service Management takes the form of a set of
Functions and Processes for managing
services over their Lifecycle. Service
Management is also used as a synonym for IT
Service Management.
Utility and Warrant
The Source of Service Value
Service Strategy Objectives
Service Strategy
 Service Design
• Pragmatic Service Blueprint
• Policies, architecture, portfolios, service
models
• Effective technology, process and
measurement design
• Outsource, shared services, co-source models?
How to decide and how to do it
• The service package of utility, warranty,
capability, metrics tree
• Triggers for re-design
Service Design
 Service Transition
• Managing Change, Risk and Quality Assurance
• Newly designed Change, Release and
Configuration processes
• Risk and quality assurance of design
• Managing organization and cultural change
during transition
• Service knowledge management system
• Integrating projects into transition
• Creating and selecting transition models
Service Transition
 Service Operation
• Responsive, stable services
• Robust end-to-end operations practices
• Redesigned, Incident and Problem
processes
• New functions and processes
• Event, technology and request management
• Influencing strategy, design, transition and
improvement
• SOA, virtualization, adaptive, agile service
operation models
Service Operation
 Continual Service Improvement
• Measurements that mean something and
Improvements that work
• The business case for ROI
• Getting past just talking about it
• Overall health of ITSM
• Portfolio alignment in real-time with
business needs
• Growth and maturity of SM practice
• How to measure, interpret and execute
results
Continual Service Improvement
Quality service delivery depends on integration
Service management processes are applied across
the new ITIL Service Lifecycle
Key links, inputs & outputs of the service lifecycle stages
Scope of change and release management for services
ITIL V3 Service Management Processes across the Lifecycle
Service Strategy
Generic Process Elements
Process Model
Five Aspects of Service Design
Service Portfolio
Service Catalog
Service Catalog (Continued)
 SLA, OLA, and UC
• Service Level Agreements, Operational
Level Agreements, and Underpinning
Contracts
– Service Level Agreement (SLA)
» Key service targets and responsibilities of both
parties
– Operational Level Agreement (OLA)
» Internal departments or organizations
– Underpinning Contract (UC)
» A contract with an external organization
 UC
• An underpinning contract is likely to be
structured with the following sections:
– The main body containing the commercial and legal
clauses
– Elements of a service agreement, as described
earlier, attached as schedules
– Other related documents as schedules, for
example:
» Security requirements
» Business continuity requirements
» Mandated technical standards
» Migration plans (agreed prescheduled change)
» Disclosure agreements
 SLA Classification

Clients/
Users
SLAs
Availability
ITService
Providers

Reliability OLAs
Underpinning
Internal Contracts
IT units
UCs

External
Service
Providers
 Availability, Reliability, Maintainability, and Serviceability

• Availability is the ability of a service, component,

or Configuration Item (CI) to perform the agreed
upon function when required
• Reliability is a measure of how long a service,
component, or Configuration Item can perform the
agreed upon function without interruption
• Maintainability is a measure of how quickly and
effectively a service, component, or Configuration
Item can be restored to normal working after a
failure
• Serviceability is the ability of a supplier to meet the
terms of their contract
Incident Management Process Flow
 Urgency, Impact, and Priority
• Priority
– The required sequence of Incident resolution.
Priority = Impact x Urgency
• Impact
– The extent to which an Incident leads to a departure
from expected service operations, such as the
number of users or CIs affected
• Urgency
– The required speed of resolving an Incident
Priority = Impact x Urgency
Problem Management Process
Change Management Process
 The Four Ps of Service Management

• The implementation of ITIL

Service Management as a
practice is about preparing
and planning the effective and
efficient use of the four Ps:
– People
– Processes
– Products (services, technology, and
tools)
– Partners (suppliers, manufacturers,
and vendors)

© Minder Chen, 2008 ITIL 3.0 - 52

 Service Operations—Quality of Service versus Cost of Service

• Service Operation is
required to consistently
deliver the agreed upon
level of service
• Service Operation must
keep costs and resource
utilization at an optimal
level
• An increase in the level
of quality usually results
in an increase in the cost
of service
• Relationship is not
always directly
proportional

© Minder Chen, 2008 ITIL 3.0 - 53

The Deming Cycle
Continual Service Improvement Model
 Measurements for Continual Service Improvement

• Why are measurements performed?

– To validate
– To direct
– To justify
– To intervene
IT Operations Management Process Maturity Model

Source: [Link]/DisplayDocument?doc_cd=131972
[Link]
The Service V Model