itil: managing across the lifecycle course 02 ......itil: managing across the lifecycle course 02 -...
TRANSCRIPT
ITIL: Managing Across the Lifecycle
Course 02 - Introduction to Managing
Across the Lifecycle
Slide 1
Introduction to Managing Across the Lifecycle
Topics Covered
Learning Objectives
Terms-to-know
The Practice of Service Management
Service Value across the Lifecycle
Other Key Concepts
Summary
Checkpoint
Course
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
Slide 2
The Practice of Service Management
Topics Discussed
The Practice of Service Management
Services
Service Management
IT Service ManagementTopic
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
Slide 3
The Practice of Service Management
• Service Management
– Black art?
– Last bastion of the cowboy?
– Professional practice?
• The Practice of Service Management seeks to
– Establish specialized organizational capabilities
– Systematically improve those capabilities
– Provide value through services
– Capture value through delivery
• Core concepts
– Service
– Service Management
– IT Service Management
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
Slide 4
Services
• What is behind the concept of services?
– Deliver value
– Facilitate desired outcomes
– Avoid the cost & risks of ownership
• Enhance outcomes
– Improve performance
– Remove or mitigate constraints
• Services can be
– Core
– Enabling
– Enhancing
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
Slide 5
Service Management
• What is behind the concept of Service Management?
– Set of specialized organizational capabilities
– Enable the provision of value in the form of services
• Specialized capability
– Consider the intangible nature of services
– Seek balance in service production
• Service assets
• Service demand
– Couple service production & service consumption
– Balance perishable services with predictable demand
• Practice Service Management
– Recognize patterns
– Develop models
– Create & capture value
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
Slide 6
IT Service Management
• What is behind the concept of IT Service Management?
– Processes used to manage the quality of IT Services
– IT Services managed to meet the needs of the business
– Executed by Service Providers
– Enabled by people, process & products
• IT Service Management Perspectives
– Collection of systems, applications & infrastructures
– Set of capabilities & resources
– Category of services utilized by the business
– Category of business assets that provide benefits
• Enables organizational
– High performance
– Value creation
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
Slide 7
Deliver, Support & Sustain
Strategy
Design
Transition
Governance Drivers
Enterprise Goals
IT Goals
CobiT® Framework
IT Service Management Lifecycle Framework (ITIL®)
POAIDSME• Program/Project Management• Quality Management• Security Management• Capability Model
Ap
plicatio
ns
Info
rmatio
n
Infrastru
cture
Peop
le
Resources
Enterprise OutcomesIn Support of
Global Methods, Standards & Models
ValueAlignment
RiskResource
Performance
Service Provider ModelAn IT Service Provider
Capability Model
Supported byITSM Adoption &Practice Guides
Service Provider Delivery Platform In Su
pp
ort o
f Enterp
rise & IT A
lignm
ent
Global ITSM Domain Map
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
Slide 8
1. Capability of Practice (CoP) – Describes the organizational capability of the Service Provider practice areas.
2. Quality of Practice (QoP) – Qualitative measure of the output products of the practice areas.
3. Quality of Service (QoS) – Qualitative measure of the quality of services delivered compared to requirements.
Quality of Practice
(How)
Cap
ab
ility
of
Pra
ctice
(Wh
at)
QualityManagementFramework
Service ProviderCapability
Control Objective& Process
Frameworks
Continual
Improvement
IT Service Provider Capability Model
This model looks at the specialized capabilities of the Service Provider to manage
services, the quality or maturity of those capabilities and the resultant quality of
the services provided to the customer. The model considers the dynamic nature of
the environment of the Service Provider and incorporates the concepts of
continual improvement of capabilities, practices & processes and services.
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
Slide 9
Service Value across the Lifecycle
Topics Discussed
The IT Service Management Lifecycle
Service Strategy
Service Design
Service Transition
Service Operation
Continual Service Improvement
Topic
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
Slide 10
The IT Service Management 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 11
Service Strategy
• Processes– Service Management for IT Services
– Service Portfolio Management
– Financial Management for IT Services
– Demand Management
– Business Relationship Management
• Start of value creation
• Organizational capability & strategic asset
• Underpins service management
• Sets objectives & expectations– Serving customers
– Markets served
– Opportunities
• Identification, selection, prioritization
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
Slide 12
Service Design
• Processes– Design Coordination
– Service Catalog Management
– Service Level Management
– Availability Management
– Capacity Management
– IT Service Continuity Management
– Information Security Management
– Supplier Management
• Design to meet business objectives
• Involves entire organization
• Converts strategic objectives to– Portfolios of services
– Service assets
• Design service management capabilities
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
Slide 13
Service Transition
• Processes
– Transition Planning & Support
– Change Management
– Service Asset & Configuration Management
– Release & Deployment Management
– Service Validation & Testing
– Change Evaluation
– Knowledge Management
• Introduce new or changed services
• Transition services
– Manage risk
– Support organizational knowledge
– Encode strategic objectives in services
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
Slide 14
Service Operation
• Processes
– Event Management
– Incident Management
– Request Fulfillment
– Problem Management
– Access Management
• Deliver & support services
• Ensure value for the customer
• Realize strategic objectives
• Maintain stability
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
Slide 15
Continual Service Improvement
• Process
– 7-Step Improvement
– Integration with ALL other Lifecycle stages & processes
• Improve processes & services
• Ensure portfolio alignment with business
• Link improvement efforts & outcomes
• Utilize closed loop feedback
– Plan
– Do
– Check
– Act
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
Slide 16
Integration across the Service Lifecycle
The Business/Customers
Service Strategy
Requirements
BusinessValue
ServicePortfolio
ServiceCatalog
Serv
ice
Kn
ow
led
geM
anag
emen
t Sy
stem
Strategies PoliciesResources & Constraints
Change Proposals &
Service Charters
Solution Design Architectures StandardsService Design
Packages
Service Transition
New Changed or Retired Services
Tested Solutions SKMS UpdatesImplementation
of Transition Plans
Service Operation
Achievements Against Targets
Operational/Live Services
Continual Service Improvement
CSI Register, Improvements &
Plans
Service Design
Copyright © AXELOS Limited 2014 All rights reserved. Material is reproduced under license from AXELOS Limited.
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
Slide 17
Coordination & Collaboration
• Managing services across the lifecycle requires– Intra organizational collaboration
• Delivery of services
• Support of services
– Seek high-performance specialized organizational capabilities
– Internalization of
• Experience
• Best practices
• Processes
– Expert focus on components of service
– Reduce gaps & overlaps (optimization)
• Create agile, customer focused organization– Business
– Outcomes
• Exert control over the IT Service value network
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
Slide 18
Other Key Concepts
Topics Discussed
Core, Enabling & Enhancing Services
Organizing for Service Management
Clarity of Roles
Knowledge Management across the LifecycleTopic
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
Slide 19
Core, Enabling & Enhancing Services
• Detailed classification of services (internal or external)
– Core service– deliver basic outcomes & anchor the value
proposition
– Enabling service – needed (enable) to provide core services
• Not necessarily visible to the user or customer
• Enable customer to realize value
– Enhancing service– added to core to improve its appeal to the
customer
• Provides the “excitement factor”
• Services change over time
– Enhancing services subsumed into core service
– Become an expected part of the service
Core Enabling Enhancing
Office Automation Presentation PreparationDownload & installation of
updates
Publication to color printing
and binding for high-quality
presentation handout
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
Slide 20
Organizing for Service Management
• The “best” way to organize for IT Service Management– Doesn’t exist
– Needs to be tailored the individual organization and situations
– Based on resources constraints, size, nature & needs of the business
– Organizational design starts with strategy
• Functions– Group
– Team
– Department
– Division
• Roles– Responsibilities
– Activities
– Authority
• Organizational & Cultural Behavior– Share values & norms
– Controls interaction with all stakeholders
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
Slide 21
Using RACI to Clarify Roles
• Clearly defines four main roles
– Responsible
– Accountable
– Consulted
– Informed
• Expanded version includes
– Verifies
– Signs off
• Enables inter-process
– Interface
– Communication
– Collaboration
R1
R2
R3
R4
R5
R6
R7
R8
A1
A2
A3
A4
A5
A6
A7
A8
Activity
Role
A
AR
A
A
A
A
A
CC CC
C
III
AR
CR CI IIC
I CC IRI
CI CC IC -
CR CI IIC
I C CI -IR
I C CC I-R
C R CI IIC
RACI Model Example
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
Slide 22
Functional Roles Analysis
• Checks proper segregation of duties
• Checks distribution of duties across function
• Checks for over commitment of resources
• Validates type & participation
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
Slide 23
Activity Analysis
• Only One Role Can Be Accountable
• One Role Must Be Accountable
• One Role Should Be Responsible
– If Roles Are Shared Each Must Be Clearly Defined
• One Role Must Be Responsible
• Too Many Consulted?
– Too Many “Fingers in the Pie”
• No One Consulted or Informed?
– Communication Issues
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
Slide 24
Management of Risk
• Management of Risk Framework (M_o_R)
• Principles
• Approach– Risk management policy
– Process guidance
– Planning
– Registering risks
– Logging issues
• Processes– Identify threats & opportunities
– Assess net effect of threats & opportunities
– Plan preparedness for specific responses
– Implement planned risk management actions
• Embed & review– Becomes part of “normal”
– Review continually
• Communicate– Keep stakeholders up to date
Copyright © AXELOS Limited 2014All rights reserved. Material is reproduced under license from AXELOS Limited.
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
Slide 25
Managing Risk & the Lifecycle
• Strategy– Planning for risk management
– Managing risks
• Design– Manage design related risks
– Seek to reduce issues resulting from poor design
• Transition– Evaluate and manage change associated risks
• Operation– Manage risk from service failures, new or change services
– Manage security risks & supplier failures
• Improvement– Management of safety risks
– Business perspective
– Risk profiles & responsibilities
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
Slide 26
Sharing Knowledge across the Lifecycle
• Enable people to perform
– Process activities
– Support the flow of information among ALL Lifecycle stages
• Enable effective decision support
• Establish knowledge management strategy
• Develop sound knowledge management policies
• Support DIKW structure
• Enable knowledge transfer
• Support Continual Service Improvement
– Capture
– Organize
– Assess
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
Slide 27
Architecture of an SKMS
Presentationlayer
Portalsscorecardsdashboards
reports
IT governanceview
Qualitymanagement
view
Services view Asset andconfiguration
view
Service deskand support
view
Self-serviceview
Knowledgeprocessing
layer
Informationintegration
layer
Data layer
Query andanalysis Reporting Performance management Modelling
Monitoringand alerting
Service knowledge management base
Integrated CMDB
Schema mapping, metadata management, reconciliation, extract, transform, mining
CMDB
CMDB
CMDB
CMDB
DMLService
portfolio
OtherStructured
data
Externaldatabase
links
Unstructured data
Discovery, collection, audit
Other integrated data and information
Search, browse, retrieve, update, publish, subscribe, collaborate
Copyright © AXELOS Limited 2014All rights reserved. Material is reproduced under license from AXELOS Limited.
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
Slide 28
Introduction to MaLC Summary
Topics Discussed
SO & the Service Lifecycle
IT Service Management
Service
Framing Service Value
Function – Process – Role
Topic
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
Slide 29
Introduction to MaLC Summary
• The practices of managing services across the lifecycle
– Service
– Service Management
– IT Service Management
• Value across the Lifecycle
– Each stage creates value
• Other key concepts
– Core, enabling & enhancing services
– Organizational structure & clarity of roles
– Management of risk
– Knowledge sharing
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
Slide 30
Checkpoint
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
Review Questions:
1. Knowledge Management has been identified as a key improvement area in order to better
manage knowledge transfer across the lifecycle, and especially in the introduction of new
and changed services into operation. You have been identified as the new Knowledge
Manager. The CIO has asked you to identify and explain the to the other IT staff the
benefits of Knowledge Management. Which of the following best describes the key
benefits of Knowledge Management?
A. Better knowledge management will ensure control of assets and CIs, ensure the
quality of release packages, aid in compliance efforts, and improve overall quality
B. Better knowledge management will ensure control of assets and CIs, provide better
support for outsourcers and suppliers, aid in compliance efforts, and reduce early
life issues
C. Better knowledge management will reduce early life issues, raise customer
awareness of IT services, facilitate service transition, and improve overall quality
of service
D. Better knowledge management will ensure control of assets and CIs, support better
testing and validation, improve the alignment of incident and problem
management, and enable service operation
2. The bank is concerned about the quality of management information integration,
especially with the new global banking units being acquired. The management
information service underpins most of the bank’s key business services and is
fundamental to effective decision making. The COO has asked for you to identify key
aspects of the current risks related to the management information service. You have
asked a number of your staff to investigate the specific aspects of the risks, but you wish
to establish an overall framework for assessing the risks. Which of the following would
be the best key aspects of the framework on which to focus?
A. Risks, Threats, Impact, Mitigations, Residual
B. Plan risk response, identify risk elimination, identify risk transfers, identify risk
mitigations, identify risk residual
C. Risk Register, Risk Management Policy, Risk Management Process Guide, Risk
Management Plan, Issue Log
D. Availability Risk, Continuity Risk, Security Risk, Capacity Risk, Transition Risk
Answer Key:
1. C
Best answer - Each describes a key benefit of KM.
2. C
Best answer - It looks at the 5 key aspects of M_o_R, and describes an ongoing and
reusable framework for assessing and managing risks across the lifecycle.