IT Service Management

CONCEPTS

Part2

Warranty Service catalog SLA OLA/UC

Availability & Reliability MTTR & MTBF SLAM

Capacity IT Service Continuity CIA ISMS

Utility Warranty

Service design Aspect

Service design Aspect

Service design Aspect

Utility

Warranty

Value

Service Catalogue Management

Service catalogسرویسهایی • مشخص��ات

ارائ�ه به مشتری ک�ه برای در اختیار هستند.

Service catalogue•Technical Domain•Location•Time•CI’s

•Software (version)•Hardware (part NO.)•even people

•Escalation•Availability / Reliability

Availability Management

Reliability and Availability

هر که دارد امانتی موجود بسپارد به بنده وقت ورودنسپارد اگر شود مفقود، بنده مسئول آن نخواهم

بود

Service Level Management

Service Level Agreement

انتظارات مشتریان از خود را شفاف کنید.حقوق ایشان در استفاده از سرویس مربوطه•محدودیتهای ایشان در استفاده از سرویس مربوطه•

Service Level Agreement•Customer•Service catalogues•SLA Target•Penalties

Service Level Target(Response Timeمدت زمان پاسخ به درخواست مشتری )•مدت زمان انجام سرویس درخواستی یا رفع رخداد پیش آمده •

(Resolution Time)(Availabilityمیزان دسترس پذیری سرویس )•(Reliabilityمیزان قابلیت اطمینان سرویس )•

SLAM Chart

Agreements & Contracts• Service Level Agreement (SLA)

• Operation Level Agreement (OLA)

• Underpinning Contract (UC)

Supplier Management

Supplier management

Customer is King & Supplier is …

Supplier Categorization

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Contract Categories

• Compensation Type:• Fixed-Price: Under a fixed-price contract the Vendor must deliver the product or perform the service for a pre-set firm fixed price or

ceiling established in the contract. This contract type places upon the Vendor maximum risk, full responsibility for all costs and resulting profit or loss, provides maximum incentive for the Vendor to control costs and perform effectively, and imposes a minimum administrative burden upon the contracting parties.

• Cost-Reimbursement: Under a cost-reimbursement contract, the Vendor agrees to expend its best efforts to achieve the specified requirement, within the estimated amount established in the contract. If the contract is not fully performed at the time the Vendor expends the funds, the Vendor has no obligation for further performance, unless the contract is modified to increase the funds.

• Structure Type:• There are other contract types that do not fall easily into only one of the two primary categories of fixed-price and cost-

reimbursement contracts.

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Contract Types

Fixed-Price

FFP

FPI

FPLOE

Cost-Reimbursemen

t

CPIF

CPAF

CPFF

Structure Type

IDIQ

T&M

BA

BOA

PBA

Capacity Management

Capacity management

•Monitoring •Trending & Forecast •Optimization•Change initiation

Business Continuity Management

IT Service Continuity

Recovery Option :- Manually- Cold standby- Warm standby- Hot standby

Information Security Management

CIA• Confidentiality• Integrity• Accessibility

Information SecurityManagementSystem

RACI PDCA

Seven Steps

Accountability / Responsibility

RACI

•Responsible•Accountable•Consulted•Informed

PDCA• Plan• Do• Check• Act

7 step improvement process