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Service Transition- Processes

Knowledge
Management
Service Asset and
Configuration
Management
Change
Management
Release and
Deployment
Management
Objectives
Basic
Concepts
The CMDB is a set of one or more connected databases and information
sources that provide a logical model of the IT infrastructure. It captures
Configuration Items (CIs) and the relationships that exist between them.
The Definitive Media Library (DML) is
defined as one or more locations in
which the definitive and approved
versions of all software CIs are securely
stores.
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Service Transition- Processes
Knowledge
Management
Service Asset and
Configuration
Management
Change
Management
Release and
Deployment
Management
Objectives
Basic
Concepts
To ensure that standardized methods and procedures are used for controlled, efficient and
prompt handling of all Changes, in order to minimize the impact of Change-related Incidents
upon service quality, and consequently to improve the day-to-day operations of the
organization.
Change Management acts as the greatest contributor to the CMDB, as Changes to CMDB
must be assessed and authorized by Change Management first.
The objective of Change Management process is to ensure that changes are
recorded and then:
Evaluated
Authorized
Prioritize
Planned
Tested
Implemented
Documented
And reviewed in controlled manner.

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Service Transition- Processes
Knowledge
Management
Service Asset and
Configuration
Management
Change
Management
Release and
Deployment
Management
Objectives
Basic
Concepts
The CM process should be designed and planned in conjunction with Release
and Deployment and Service Asset Configuration Management (SACM)
process.
This helps service provider evaluate the impact of change on current and
planned services and release.
Request for Change (RFC):It is a formal communication seeking an alteration
to one or more configuration items.
Change Models : Defines how various categories of changes are assessed &
authorized, with different mechanisms and activities used to process and
deliver changes based on the change type.
Service Change: A service change is a change to an existing service or the
introduction of the new service.
Service Transition- Processes
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Knowledge
Management
Service Asset and
Configuration
Management
Change
Management
Release and
Deployment
Management
Objectives
Basic
Concepts
Changes are categorized into:
Standard Change
A pre-approved
Change that is low
risk, relatively
common and
follows a procedure
or work instruction
Normal Change
A change that follows
all of the steps of the
change process. It is
assessed by either a
Change Manager or
Change Advisory
Board.
Emergency Change
A change that must be
introduced as soon as
possible e.g. to resolve
a major incident or
implement a security
patch. The change
management process
will normally have a
specific procedure for
handling Emergency
Changes.
Service Transition- Processes
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Knowledge
Management
Service Asset and
Configuration
Management
Change
Management
Release and
Deployment
Management
Objectives
Basic
Concepts
The 7Rs of Change Management:
When assessing Changes, it is important to have answers to the
following seven questions:

Who RAISED the change?
What is the REASON for the change?
What is the RETURN required from the change?
What are the RISKS involved in the change?
What RESOURCES are required to deliver the change?
Who is RESPONSIBLE for the build, test and implementation of the
change?
What is the RELATIONSHIP between this change and other changes?
Service Transition- Processes
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Knowledge
Management
Service Asset and
Configuration
Management
Change
Management
Release and
Deployment
Management
Objectives
Basic
Concepts
Roles
Scope
Process
Activities
The scope of CM process covers changes to baseline Services Assets and CIs
across the entire Service Life cycle.
Managed IT services
Manage the Business
Manage Business
processes
Manage Business
Operations
External operations
Manage external
services
Manage the
suppliers business
Service
portfolio
Service
Operation
Service Transition- Processes
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Knowledge
Management
Service Asset and
Configuration
Management
Change
Management
Release and
Deployment
Management
Objectives
Basic
Concepts
Roles
Scope
Process
Activities
The CM process activities include:
Planning and controlling changes.
Change and release scheduling.
Communication.
Change decision making and change
authorization.
Ensuring there are remediation plans.
Measurement and control.
Management reporting.
Understanding the impact of change.
Continual improvement.



Service Transition- Processes
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Knowledge
Management
Service Asset and
Configuration
Management
Change
Management
Release and
Deployment
Management
Objectives
Basic
Concepts
Roles
Scope
Process
Activities
Create RFC
Record the RFC
Review RFC
Asses and Evaluate change
Authorize change
Plan updates
Coordinate change implementation
Review and close change record
Authorize
change
proposal
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I
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i
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C
M
S

Initiator Requested
Change Management
Ready for evaluation
Ready for change
Change Authority
Authorize
Change Management
Scheduled
Change Management
Implemented Evaluation
Report
Service Transition- Processes
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Knowledge
Management
Service Asset and
Configuration
Management
Change
Management
Release and
Deployment
Management
Objectives
Basic
Concepts
Roles
Scope
Process
Activities
CM should briefly consider each request and filter out any that seem to be:
Totally impractical .
Repeats of earlier RFCs that have been accepted, reject and still under
consideration
Incomplete submission





The change should be assigned a category and priority.
Priority is made up of impact and urgency.




Request Filter
Service Transition- Processes
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Knowledge
Management
Service Asset and
Configuration
Management
Change
Management
Release and
Deployment
Management
Objectives
Basic
Concepts
Roles
Scope
Process
Activities
Formal authorization is obtained for each change from a change authority
that may be a role, person or a group of people.
The level of authority varies according to the role.
Business Executive
Board
IT management
board
CAB or Emergency
CAB
Local authorization
Standard Change
Change that impacts only
a local or service group
Change impacts multiple
services or organizational
divisions
High cost/risk Change
requires decision from
executive
Change Authority
Example of configuration
level impacted
Level 1
Level2
Level 3
Level 4
Communications
escalations for
RFC, risks and
issues
Communications
decision and
actions
Service Transition- Processes
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Knowledge
Management
Service Asset and
Configuration
Management
Change
Management
Release and
Deployment
Management
Objectives
Basic
Concepts
Roles
Scope
Process
Activities

Authorized Changes:

Should be passed to the appropriate
technical group.
CM is responsible for ensuring that
changes are implemented as scheduled.
Should include back out and recovery
procedures (along with documented
authorities to invoke) for each authorize
change, so that if error occurs during or
after implementation, these procedures
can be quickly activated with minimum
impact on service quality.
Change is reviewed:

On completion of change,
results should be reported
for evaluation.
For major changes, there
will be more customers and
shareholders.
To include any Incidents
arising as a result of the
change.


Post Implementation
Review:

To confirm that the
changes has met its
objectives.
That the initiator and
stakeholders are
satisfied with the
results.
That there have been
no unexpected side-
effects.


Service Transition- Processes
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Knowledge
Management
Service Asset and
Configuration
Management
Change
Management
Release and
Deployment
Management
Objectives
Basic
Concepts
Roles
Scope
Process
Activities
Change Requester
Obtains the initial
information and
prepares the request
for change (RFC) within
the Service
Management Tool
Obtain business
justification and
sponsorship for a
change
Participates in
assessing the change
implementation
Change Implementer
Implements the change
within the approved
scheduled timeframe
Assists the Change
Owner (or requester)
with
developing/confirming
the implementation
activities, test plan,
back-out plan as and
when required
Performs
implementation tests
(if required)
Assists with assessing
the implementation
Change Advisory Board
Assist with validating and
confirming the risk and
impact
Assist the Change
Manager in reviewing and
resolving any change
issues
Approve and authorize
normal changes
Service Transition- Processes
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Knowledge
Management
Service Asset and
Configuration
Management
Change
Management
Release and
Deployment
Management
Objectives
Basic
Concepts
Roles
Scope
Process
Activities
Change Manager
Confirm policy compliance &
approve RFCs
Notify the change requester if
incomplete and/or compliance
guidelines are not met
Chair the Change Advisory Board
(CAB)
Create and distribute the CAB
meeting agenda to attendees prior
to CAB meetings
Ensure only approved changes are
implemented
Publish the Change Schedule
Review reports and metrics
Emergency CAB
Required in case of Emergency
changes
Same responsibilities as CAB
Performs implementation tests (if
required)
Approves & authorizes Emergency
changes
Service Transition- Processes
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Knowledge
Management
Service Asset and
Configuration
Management
Change
Management
Release and
Deployment
Management
Objectives
Basic
Concepts
To deploy new releases into production, transition support to service
operation, and enable its effective use in order to deliver value to the
customer.
To ensure that there are clear and comprehensive release and deployment
plans that enables the customers and business change projects to align
there activities with the plans.
To ensure that a release package can be built, installed, tested and
deployed efficiently to a deployment group or a target environment
successfully and on schedule.
Service Transition- Processes
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Knowledge
Management
Service Asset and
Configuration
Management
Change
Management
Release and
Deployment
Management
Objectives
Basic
Concepts
A Release Unit describes the portion of a service of IT infrastructure that is
normally released together according to the organizations release policy.
The unit may vary depending on type(s) or item(s) of service asset or service
component such as hardware or software.
IT Service A
A1
A1.1 A1.2
A1.2.1
A2 A3
Service Transition- Processes
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Knowledge
Management
Service Asset and
Configuration
Management
Change
Management
Release and
Deployment
Management
Objectives
Basic
Concepts
A Release Package may be a single release unit or a structured set of
release units, including the associated user or support documentation that is
required.
IT Service A9
V1.0
User
Documentation
Application
Release Unit
Web Client
Database
Change
Central Server
Software
Customer
Service A
Support Service
A(SSA)
SSA Unit1
SSA Unit2
Support Service
B(SSB)
Service Transition- Processes
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Knowledge
Management
Service Asset and
Configuration
Management
Change
Management
Release and
Deployment
Management
Objectives
Basic
Concepts
Options for the deployment of Releases:
BIG BANG APPROACH:
The new or changed service is deployed to all user areas in one operation. This will
often be used when introducing an application change and consistency of service
across the organization is considered important. The negative aspect of the Big Bang
approach is that it increases the risk and impact of a failed Release.
PHASED APPROACH:
The service is deployed to a part of the user base initially, and then this operation is
repeated for subsequent parts of the user base via a scheduled rollout plan.
versus
Service Transition- Processes
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Knowledge
Management
Service Asset and
Configuration
Management
Change
Management
Release and
Deployment
Management
Objectives
Basic
Concepts
Options for the deployment of Releases:
PULL APPROACH:
Used for software releases where the software is made available in a central location
but users are free to pull the software down to their own location at a time of their
choosing or when a workstation restarts.
PUSH APPROACH:
Is used where the service component is deployed from the centre and pushed out to
the target locations.
versus
Service Transition- Processes
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Knowledge
Management
Service Asset and
Configuration
Management
Change
Management
Release and
Deployment
Management
Objectives
Basic
Concepts
Options for the deployment of Releases:
AUTOMATED APPROACH:
The use of technology to automate Releases. This helps to ensure repeatability and
consistency. The time required to provide a well designed and efficient automated
mechanism may not always be available or viable.
MANUAL APPROACH:
Using manual activities to distribute a Release. It is important to monitor and measure
the impact of many repeated manual activities as they are likely to be inefficient and
error prone.
versus
SERVICE OPERATION
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THE SERVICE LIFECYCLE
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Service Strategy
Service Design
Service
Transition
Continual Service Improvement
IT Budget
Patterns of Business Activity
Service Portfolio Information
IT Operation
Management
Technical
Management
Service Desk
Application
Management
Incident
Management
Request
Fulfillment
Event
Management
Problem
Management
Access
Management
Service Operation
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SKMS
Successful Change
Release Packages
Infrastructure Changes


Service Improvement
Plans



Service Catalogue
SLAs. OLAs, UCs
Availability Metrics
Capacity Plan
Information Security
Measures

Service Design Package
Introduction
Service Operation:
Provide guidance on achieving effective and efficient delivery
and support of the services.
Ensures value for customers and service providers.
Realizes strategic objectives through service operations,
making it critical capabilities.
Maintains the status quo, adapting to the changing business
and technological environments


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Purpose of Service Operation
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The main purpose of Service Operation is to co-ordinate and perform the
activities and processes necessary to:
Deliver services at agreed levels to business users
and customers in order to manage the services.
Continuously manage the technology used to
deliver and support the services.
Service Operation- Processes and Functions
Incident Management
Event Management
Problem Management
Request Fulfillment
Access Management

Service Desk
Technical Management
IT Operations Management
Application Management

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Processes Functions
Service Operation- Processes
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Incident Management
Event
Management
Objectives
Basic
Concepts
Problem
Management
Request
Fulfillment
Access
Management
Restore normal service operation as quickly as possible
Minimize the adverse impact on business operations
Ensure that the best possible levels of service quality and
availability are maintained.
Normal service operation is defined here as service
operation within SLA limits.
Scope
Process
Activities
Roles
Roles
Service Operation- Processes
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Incident Management
Event
Management
Objectives
Basic
Concepts
Problem
Management
Request
Fulfillment
Access
Management
Scope
Process
Activities
Impact is a measure of the effect of an
Incident, Problem, or a Change on a business
process.
Priority is a category used to identify a relative
importance of an Incident, a Problem, or a Change.
Priority is used to identified the required for actions
to be taken.

Urgency is a measure of how long it will be
until an Incident, a Problem or a Change
has a significant impact on the business.
High Med Low
High 1 2 3
Med 2 3 4
Low 3 4 5
Urgency
I
m
p
a
c
t
Priority
Service Operation- Processes
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Incident Management
Event
Management
Objectives
Basic
Concepts
Problem
Management
Request
Fulfillment
Access
Management
Scope
Process
Activities
An Incident is an unplanned interruption to or
a reduction in the quality of an IT service.
Anything that could effect the IT service in the
future also categorized as an Incident.
Escalation is an activity that
obtain additional resources,
when needed, to meet
services level targets or
customer expectation.
Escalation are of two types:
Functional Escalation: Based on
knowledge or expertise, also known
as Horizontal Escalation.
Hierarchal Escalation: For
corrective actions by authorized line
management, also known as
Vertical Escalation. When
resolution of an incident will not be
in time or satisfactory

Functional
Hierarchal
Roles
Service Operation- Processes
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Incident Management
Event
Management
Problem
Management
Request
Fulfillment
Access
Management
Objectives
Basic
Concepts
Scope
Process
Activities
Incident Management includes any event which disrupts, or which could
disrupt, a service.
This includes events which are communicated directly by users, either
through the Service Desk or through an interface from Event Management
to Incident Management tools.
Both Incidents and Service Requests are reported to the Service Desk, this
does not mean that they are the same.
Service requests are dealt with by the Request Fulfillment process.
Roles
Incident Management- Process Activities
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From Event
Management
From Web Interface User Phone Call
Email Technical
Staff
Incident Identification
Incident Logging
Service
Request
To Request
Fulfillment
Incident Prioritization
Major
Incident
Procedure
Functional Escalation 2/3
Level
Hierarchic
Escalation
Needed?
Investigation & Diagnosis
Management
Escalation
Incident Categorization
Major
Incident
Initial Diagnosis
Functional
Escalation
Needed?
Resolution & Recovery
Incident Closure
End
Yes
No
Yes
No
Yes
Service Operation- Processes
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Incident Management
Event
Management
Problem
Management
Request
Fulfillment
Access
Management
Objectives
Basic
Concepts
Scope
Process
Activities
Roles
Service Desk Analyst
Incident registration,
initial support and
classification
Routing incidents to
support groups when
incidents are not resolved
at the Service Desk
Ownership of incidents,
monitoring of open
tickets, escalation,
tracking and
communication
Shift Lead(s)
Overall responsible for the
activities of the IM team
during his/her shift
Provide reports and
management information
Handle any complaints
and track the progress of
all tickets during his/her
shift to ensure that it is
resolved within the
agreed SLA
Resolution Owner
(Support Staff)
Resolve incidents assigned
to them or their queues
Verify and validate
incident details, including
the configuration items
affected and perform
incident investigation and
diagnosis
Detection of possible
problems and creation of
problem records for
qualification by the
assigned Problem
Manager
Resolution and recovery
of assigned incidents
Service Operation- Processes
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Incident Management
Event
Management
Problem
Management
Request
Fulfillment
Access
Management
Objectives
Basic
Concepts
Scope
Process
Activities
Roles
Incident Process Owner/Manager
Defining the Key Performance Indicators
(KPIs) to evaluate the effectiveness and
efficiency of the process
Reviewing KPIs and taking any actions
that may be required following the
analysis
Improving the effectiveness and
efficiency of the process
Ensuring all relevant staff have the
required training on the process and are
aware of their role
Major Incident Manager
Accountable for the resolution of all P1
incidents
Ensure that P1s are being worked on by
the appropriate resolver teams and/or
service partner(s)
Keep the Service Desk updated with the
current status of the P1 incident
resolution process.
Monitor the progress of the resolution
activities and keep the Incident Manager
updated at the specified update
frequency
Facilitate the incident post review
meeting & document key learning's and
process improvement opportunities
Service Operation- Processes
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Incident Management
Event
Management
Objectives
Basic
Concepts
Problem
Management
Request
Fulfillment
Access
Management
To provide the capability to detect events, make sense of them and
determine if the appropriate control action has been provided.
If these events are programmed to communicate operational information
as well, they can be use as a basis for automating routine Operation
Management activities as part of operational monitoring and control.
Service Operation- Processes
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Incident Management
Event
Management
Objectives
Basic
Concepts
Problem
Management
Request
Fulfillment
Access
Management
An Event can be defined as a change of state that has significance for
Management of Configuration Item (including IT Services).

This can be detected by technical staff or be automated alerts or
notifications created by CI monitoring tools.
An Alert is a warning that a threshold has been reached, a changed has
occurred, or a failure has occurred.

Alerts are mainly created and managed by System Management tools
and Event Management process.


Service Operation- Processes
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Incident Management
Event
Management
Objectives
Basic
Concepts
Problem
Management
Request
Fulfillment
Access
Management
EM assist in identifying what constitutes normal versus unusual
operations versus an exception, oftentimes generating Event
Notifications.
There are many different types of events, for example:

Events that signify regular operation (e.g. A scheduled backup occurred
successfully)
Events that signify an exception (e.g. A scheduled backup failed)
Events that signify unusual but not exceptional operation. These are an
indication that the
situation may require closer monitoring (e.g. No backup initiated within
last 72 hours)
Service Operation- Processes
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Incident Management
Event
Management
Objectives
Basic
Concepts
Problem
Management
Request
Fulfillment
Access
Management
The main objective of the Request Fulfillment process is deal with the
service requests from users.
Providing information to users
and customers about the
availability of services and the
procedure for obtaining them
Providing a channel for users
to request and receive
standard services.
Assisting with general
information, complaints and
comments.
Sourcing and delivering the
components of requested
standard services.
Service Operation- Processes
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Incident Management
Event
Management
Objectives
Basic
Concepts
Problem
Management
Request
Fulfillment
Access
Management
Service Request is a request normally generated by user asking for information,
advice, or a standard change.
Usually, a service request is handled by a Service Desk and does not require
Request for Change.
Some examples are reset of password or to provide standard IT services for new
user.
Request models are defined to deal with service requests that occurs frequently
and required consistent handling to meet agreed service levels.
Service Operation- Processes
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Incident Management
Event
Management
Objectives
Basic
Concepts
Problem
Management
Request
Fulfillment
Access
Management
To prevent problems and resulting incidents from happening.
To eliminate recurring incidents.
To minimize the impact of incidents that cannot be prevented.
Service Operation- Processes
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Incident Management
Event
Management
Objectives
Basic
Concepts
Problem
Management
Request
Fulfillment
Access
Management

Problem: Unknown underlying cause of one or more Incidents

Known Error: Known underlying cause. Successful diagnosis of the root
cause of a Problem, and workaround or permanent solution has been
identified
KEDB: Known Error Database, where Known Errors and their documented
workarounds are maintained. This database is owned by Problem
Management.
Workaround: The pre-defined and documented technique in which to
restore functionality to the user with the required functionality. A
workaround is NOT a permanent (structural) solution, and only addresses the
symptoms of errors. These workarounds are stored in the KEDB (or Service
Knowledge Management System).
Problem Management- Process Activities
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Service Desk
Event
Management
Incident
Management
Proactive Problem
Management
Suppliers/Contractor
Problem Detection
Problem Logging
Categorization
Prioritization
Investigation &
Diagnosis
CMS
Workaround?
Create Known Error
Record
Known
Error
Database
Change Needed?
Change
Management
Yes
Resolution
No
Closure Major Problem?
Yes
Major Problem
Review
End
No
Service Operation- Processes
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Incident Management
Event
Management
Objectives
Basic
Concepts
Problem
Management
Request
Fulfillment
Access
Management
Roles
Problem Manager
Driving the efficiency
and effectiveness of
the Problem
Management
process
Monitoring the
effectiveness of
Problem
Management and
making
recommendations
for improvement
Ensuring post-review
of Major problems
Ownership and
protection of the
KEDB
Problem Owner
Oversees all the
activities related
to the assigned
problem.
Responsible for
overall handling
of a specific
problem.
Brings in
appropriate
analysts/specialis
ts as needed.
Ensures that the
problem
management
process for a
specific problem
is appropriately
followed.
Problem
Coordinator
Identify & qualify
problem Ticket
Ensures that the
information in
Problem
Investigation &
Known Error are
accurate &
complete
Review and
manage the
lifecycle of
Problem
Management
Process
Problem
Investigation
Team
Problem
Investigation
Team comprises
of experts on
specified
functional
domains for a
specific problem
investigation &
resolution.
Investigate &
resolve problems
using a
structured
approach.
Service Operation- Processes
41
Incident Management
Event
Management
Objectives
Basic
Concepts
Problem
Management
Request
Fulfillment
Access
Management
Access Management is the process of granting authorized users the right to
use a service, while preventing access to non-authorized users.

Granting authorized users the access to their Required services


Ensure that the access provided is of Right level


Access management derives guidance from Information Security
Management

Service Operation- Processes
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Incident Management
Event
Management
Objectives
Basic
Concepts
Problem
Management
Request
Fulfillment
Access
Management

Access: Level & Extent of functionality that users can enjoy.

Identity: Unique Information about the user which confirms his status within
the organization.

Rights: Actual settings which ensure that users get the required access.

Service & Service Groups: Set of services to which users can get the access
in one go.


Directory Services: A specific type of tool to help manage the Access or
Rights.
.

Service Operation- Functions
43
Service Desk
Technical
Management
IT Operations
Management
Application
Management

Objectives


Organizational
Structure

To support the agreed IT service
provision by ensuring the
accessibility and availability of the
IT organization and by performing
various supporting activities.
Service Operation- Functions
44
Service Desk
Technical
Management
IT Operations
Management
Application
Management

Objectives


Organizational
Structure

USER USER USER USER
Technical
Management
Application
Management
IT Operations
Management
3
rd
Party Support
Request
Fulfillment
The Service Desk is co-located within or physically close to user premises.
Local
Service Desk
Service Operation- Functions
45
Service Desk
Technical
Management
IT Operations
Management
Application
Management

Objectives


Organizational
Structure

Centralized
Service Desk
A centralized Service Desk serves multiple user groups from different physical locations.
Service Operation- Functions
46
Service Desk
Technical
Management
IT Operations
Management
Application
Management

Objectives


Organizational
Structure

Virtual
Service
Desk
A Service Desk that has no physical structure, but instead relies on
technology to coordinate call resolution across disparate Service Desk
staff and to provide a centralized Knowledgebase.
Service Operation- Functions
47
Service Desk
Technical
Management
IT Operations
Management
Application
Management

Objectives


Organizational
Structure

Follow the
Sun Model
Utilizing multiple Service Desks across different time-zones in order to provide
24x7 availability of the Service Desk. Typically there will still be a centrally
managed Knowledgebase to enhance the quality of support delivered.
Service Operation- Functions
48
Service Desk
Technical
Management
IT Operations
Management
Application
Management
Role

Objectives

Provides the detailed technical
skills and resources needed to
support the ongoing operation of
the IT infrastructure.
Plays an important role in design,
testing, release and improvement
of IT services.
the Technical Management (TM)
departments are also responsible
for the daily operation of a subset
of the IT Infrastructure.
Service Operation- Functions
49
Service Desk
Technical
Management
IT Operations
Management
Application
Management
Role

Objectives

To help plan, implement and maintain a stable technical infrastructure to
support the organizations business processes through:
Well designed and highly resilient, cost effective topology.
The use of adequate technical skills to maintain the technical
infrastructure in optimum condition.
Swift use of technical skills to speedily diagnose and resolve any technical
failures that do occur.
Service Operation- Functions
50
Service Desk
Technical
Management
IT Operations
Management
Application
Management
Role

Objectives

Is responsible for daily operational
activities needed to manage IT
infrastructure.
Is performed according to the
performance standards define
during the Service Design.
Consists of two sub functions that
are unique and generally formal
organizational structure:

IT Operations Control
Facilities Management

Service Operation- Functions
51
Service Desk
Technical
Management
IT Operations
Management
Application
Management
Role

Objectives

IT Operations Control

Generally staffed by shifts of operators and
ensures that routine operational tasks are
carried out. Also provides centralized
monitoring and control activities, usually
using an Operations Bridge or Network
Operations Centre. Event Management is a
process carried out by IT Operations Control.
Facilities Management

Management of the physical IT
environment, usually data centers
or computer rooms. In some
organizations many physical
components have been outsourced
and Facilities Management may
include the management of the
outsourcing contracts.
Service Operation- Functions
52
Service Desk
Technical
Management
IT Operations
Management
Application
Management
Role

Objectives

The maintenance of status quo to achieve the stability of organizations day-
to-day processes and activities.
Regular scrutiny and improvements to achieve improved service at reduce
costs while maintaining stability.
Applications of operational skills to quickly diagnose or resolve any IT
operations failures that occurs.
The objectives of IT Operations Management includes:
Service Operation- Functions
53
Service Desk
Technical
Management
IT Operations
Management
Application
Management
Role

Objectives

The Application Management processes the necessary technical know-how
for controlling and monitoring the applications.
Application Management also supplies the necessary resources for
supporting the ITSM lifecycle.
Supports and maintains operational applications.
Plays an important role in design, testing and improvement of applications
that form part of IT Services.
Service Operation- Functions
54
Service Desk
Technical
Management
IT Operations
Management
Application
Management
Role

Objectives

Support the organizations business processes by helping to identify
functional and manageability requirements for application software.
Assisting in the decision whether to build or buy an application.
Assist in the design and deployment of those applications and provide
ongoing support and improvement of those applications;
The objectives of Application Management are to:
CONTINUAL SERVICE
IMPROVEMENT
55
THE SERVICE LIFECYCLE
56
Service Strategy
Service Design
Service
Transition
Continual Service Improvement
Service &
Process
Improvement
IT Budget
Patterns of Business Activity
Service Portfolio Information


Service Design Package
Service Catalogue
SLA. OLA, UCs
Availability, Capacity
Information Security



Service Knowledge
Management System
Successful Change
Testing & Validation
Results

IT Operation
Management
Technical
Management
Service Desk
Application
Management
Incident
Management
Request
Fulfillment
Event
Management
Problem
Management
Access
Management
Service Operation
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F
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S
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O
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a
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P
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s
s

CMDB
Continual Service Improvement in Service
Lifecycle
57
The success of CSI
depends on how
to identifying and
using
improvement
opportunities
throughout the
entire Lifecycle.
Continual Service Improvement
58
The Purpose

The
Objectives

To align IT Services with changing business needs.
Identify and implement improvements to the IT Services
that supports business process.
Review, analyze and make recommendations on improvements
opportunities in each Lifecycle phase.
Review and analyze Service Level achievements.
Improve:
IT service quality
The efficiency and effectiveness of enabling ITSM processes.
The cost-effectiveness of delivering IT services.

Binds all the other elements of the Service Lifecycle together and ensures
that both the services and the capabilities for providing them continually
improves and matures.

The Measure

Continual Service Improvement
59
The Purpose

Objectives


The Measure

You cannot measure what you cannot control.

You cannot control what you cannot measure.
You cannot measure what you cannot define.

Continual Service Improvement-The Deming Cycle
60
The Deming Cycle
Continual Service Improvement-The Deming Cycle
61
Business Requirements
Request for New
Services
Service and Process
Management
External Requirements
Security Requirements
Inputs
Continual Service
Improvement
Management Responsibilities
CSI
Implement
CSI
Monitor,
Measure and
Review CSI
Modify CSI
Business Results
Customer Satisfaction
Effective and Efficient
Process
New and changed
services
Improved Employee
Morale
Outputs
Continual Service Improvement Model
62
How do we keep the
momentum going?
What is the
Vision?
Where are we
now?
Where do we
want to be?
How do we
get there?
Did we get
there?
Business, Vision, Mission ,
Goals and objectives.
Baseline Assessment
Measureable Target
Service and Process
Improvement
Measurement and Metrics
Continual Service Improvement Model
63
Business Value Baselines
Balanced
Scorecard
Metrics &
Measurements
Role of
Measurement

Reason to
Measure

These four factors monitor and measure business value
Strategic
Vision
Target and
Metrics
Changes and
Corrective Actions
IT Performance
Factual
Evidence
Organizations
Management
Framework
Continual Service Improvement Model
64
Business Value Baselines
Balanced
Scorecard
Metrics &
Measurements
Role of
Measurement

Reason to
Measure

Why do we need to measure?
Validate
Direct
Justify
Intervene
Continual Service Improvement Model
65
Business Value Baselines
Balanced
Scorecard
Metrics &
Measurements
Establish baseline as makers or starting points
For later comparison
As initial data points to determine if service needs to be improved.
Baseline:
Needs to be documented
Have to be at:
Strategic Level
Tactical Level
Operational Level
Continual Service Improvement Model
66
Business Value Baselines
Balanced
Scorecard
Metrics &
Measurements
Gives the overview of the health of the organizations on four main areas:
Customer, Financial, Internal and Knowledge.
The Balance Scorecard is the presentation and
final result of various level of metrics and
measurement.
Continual Service Improvement Model
67
Business Value Baselines
Balanced
Scorecard
Metrics &
Measurements
There are 3 types of metrics that an organization will need to collect to support CSI
activities as well as other process activities:
Technology Metrics: Often associated with component and application-based
metrics such as performance, availability etc.
Process Metrics: Captured in the form of KPIs and activity metrics for the service
management processes which determine the overall health of a process.
Service Metrics: The results of the end-to-end service. Component metrics are
used to calculate the service metrics. The Service Level Manager(s) and Service
Owners are responsible for defining appropriate service metrics.
CSI-7 Steps Improvement Process
68
GOAL
The CSI Manager is responsible for
the success of all improvement
activities.
The Service owner is
accountable for a specific
services within the organization,
regardless of where the
underpinning technology
components, processes or
professional capabilities resides.
The Service Manager is an
important role that manages the
development, implementation,
evaluation and ongoing
management of new and existing
product and services.
1.Define What
You should
Measure
2. Define What
You can Measure
3. Gather the
Data
4. Process the
Data
5. Analyze the
Data
6. Present and
Use the
Information
7. Implement
Corrective
Actions
Identify Vision &
Strategy