INFORMATION TECHNOLOGY INFRASTRUCTURE LIBRARY

ITIL V3 FOUNDATION

Trademark and Acknowledgements

ITIL is a Registered Trademark and a Registered Community Trademark of the Office of Government Commerce, and is registered in the U.S. Patent and Trademark Office. The OGC logo is a Registered Trade mark of the Office of Government Commerce in United Kingdom.
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Introduction
ITIL is the most widely accepted approach to IT service management in the world. ITIL provides a cohesive set of best practice, drawn from the public and private sectors internationally.

ITIL is the only consistent and comprehensive documentation of best practice for IT Service Management

Introduction (contd.)
Used by thousands of organizations around the world, a whole ITIL philosophy has grown up around the guidance contained within the ITIL books and the supporting professional qualification scheme. ITIL has been developed in recognition of organizations' growing dependency on IT and embodies best practices for IT Service Management. The ethos behind the development of ITIL is the recognition that organizations are becoming increasingly dependent on IT in order to satisfy their corporate aims and meet their business needs. This leads to an increased requirement for high quality IT services.
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The ITIL concept emerged in the 1980s, when the British government determined that the level of IT service quality provided to them was not sufficient. They developed the ITIL V1 framework which contained around 30 volumes. The Central Computer and Telecommunications Agency (CCTA) merged with the Office of Government Commerce (OGC), was tasked with developing a framework for efficient and financially responsible use of IT resources within the British government and the private sector. They introduced ITIL V2 in 2001 which contained around 8 logical sets.

History

Then finally in 2007 OGC officially announced about ITIL V3.

SERVICE MANAGEMENT AS A PRACTICE

Service Management as a Practice

People

Products

Service Management Partners

Process

IT Organization- Current Challenges

Increasing Business Performance Business Challenges

Improve ROI
Minimizing cost and time-tomarket Minimizing risks in dynamic business scenario Adapting quickly to changing needs

IT enables the business to meets its goal

Minimizing costs and complexity Optimizing resources and costs Ensuring a stable and flexible IT environment

IT Responsibilities

What is a Service?
Service

A means of delivering value to Customers by facilitating outcomes customers want to achieve without the ownership of specific costs or risks.

Service Management
Service Management is a set of specialized organizational capabilities for providing value to customers in the form of services.

Capabilities: Take the form of functions and processes for managing services over lifecycle. Represent an organizations capacity, competency and confidence for action. Service Management: Is a professional practice that is globally supported by qualifications schemes and standards. With origins in the airline, banking and hotel businesses, it is now adopted by IT as a service-oriented approach to manage applications, infrastructure and processes.
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ITSM and ITIL

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ITSM and ITIL

IT Service Management (ITSM) is a processbased management practice that aligns the delivery of information technology (IT) services with the needs of the business by emphasizing outcomes that provide benefits to customers. IT organizations provide a wide variety of services that include infrastructure support, application development, and application support. ITSM is a set of specialized organizational
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ITSM and ITIL

IT Infrastructure Library (ITIL) is a framework of best practice techniques to facilitate the delivery of high-quality information technology services. ITIL outlines an exhaustive set of management procedures to support organizations in achieving both value and quality in IT operations.
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ITSM and ITIL

ITSM plays a critical role in the level and degree of success in achieving benefits from an ITIL implementation. The scope and perspective of ITIL and ITSM is complimentary however ITIL is micro focused internally to IT and ITSM is macro focused externally to business.

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Benefits of ITIL
Increased user and customer satisfaction with IT services. Improved service availability, directly leading to increased business profits and revenue. Financial savings from reduced rework, lost time, improved resource management and usage.

Improved time to market for new products and services.

Improved decision making and optimized risk.

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THE SERVICE LIFECYCLE

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THE SERVICE LIFECYCLE

The architecture of the ITIL core is based on the Service Lifecycle. Each volume of ITIL is represented in the Service Lifecycle.

The Service Lifecycle is an approach to IT Service Management that emphasizes the importance of coordination and control across the various functions, processes and systems necessary to manage the full Lifecycle of IT services.
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THE SERVICE LIFECYCLE

Service Strategy
IT Budget Patterns of Business Activity Service Portfolio Information Service Design Package

Service Operation
Service Operation Functions IT Operation Management

Service Design

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

Technical Management
Service Desk Application Management Incident Management Request Fulfillment Event Management

Service Operation Process

Service Transition

SKMS Release Packages Infrastructure Changes CMDB

Continual Service Improvement

Service Improvement Plans

Problem Management
Access Management

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Service Strategy
Description

Service Lifecycle Details

Service Design Service Transition Service Operations

Continual Service Improvement

Goals & Objectives

Service Strategy provides guidance how to design, develop and Service Management not only as organizational capability implement Identify market & define target area but also as a Strategic Asset. Decide what services to offer & who can be the potential customers Demand Management Develop service offerings Financial Management Build on/improve services Develop strategic assets Develop new services

Processes

Help clarify the relationships between different services,

processes, strategies etc.

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Service Strategy
Description

Service Design

Service Lifecycle Details

Service Transition Service Operations

Continual Service Improvement

Service Design provides guidance for the design and development of Design Secure & Resilient IT Infrastructure services and Service Management process. Design services to meet business objectives Identify, remove the risks from the services before they go live Service Catalogue Management Create & maintain IT plans, policies, technical & process framework Service Level Management (Design tool ensures standards are adhered to) Capacity Management Design measurement methods & metrics for assessing effectiveness of Availability Management processes Suppliers Management Design Effective & efficient processes for design, transition & operation phases Information Security Management IT Service Continuity Management

Goals & Objectives

Processes

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Service Strategy
Description

Service Design

Service Lifecycle Details

Service Transition Service Operations

Continual Service Improvement

Goals & Objectives

Processes

Transition provides guidance on themeet development and Service To ensure that new and changed services customer improvement on the capabilities for transitioning new and changed services intorequirements operations. and do not adversely impact the IT infrastructure or business processes. People This translates into how the requirements of Service Strategy designed by reduce the variation between estimatedwhile and actual costs,risk of the To Service Design, are moved into production controlling Knowledge Management failure and disruption. timeframes, risks and impact scales. Service Asset and Configuration Management To build, configure, test and deploy quality Releases into operation Product in Change Management the most efficient manner while also minimizing disruption to the business Release and Deployment customers. Management Process

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Service Strategy
Description

Service Design

Service Lifecycle Details

Service Transition Service Operations

Continual Service Improvement

Goals & Objectives

Operation provides guidance on achieving efficiency and Service How to provide stability in Service Operations, allowing for changes in effectiveness in(FUNCTION) delivery and support of services to ensure value for Service Desk scale, scope and service levels the design, customer and the service provider. Management Incident Service Operations is also responsible for the ongoing management Event of the Management technology that is used to deliver and support services.

Processes and Functions

Request Fulfillment
Access Management Problem Management Technical Management (FUNCTION) IT Operations Management (FUNCTION) Application Management (FUNCTION)

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Service Strategy
Description

Service Design

Service Lifecycle Details

Service Transition Service Operations

Continual Service Improvement

Continual Service Improvement (CSI) is instrumental guidance in To ensure improvements to IT Service Management creating and continual maintaining value for customers through better design, introduction services.anything within the scope of IT Processesand and operation IT Services of (essentially Service Management). Continual Service Improvement is the phase that binds all the other elements of the Service Lifecycle together and ensures that both the Review, analyze and make recommendations on improvement Service Measurement and Reporting services and the capabilities for providing them continually improves opportunities in each lifecycle phases. and matures. Service Improvement (7 step) process Continual Review and analyze Service Level Achievement results. Improve the cost effectiveness of delivering IT services without sacrificing customer satisfaction. Ensure that applicable Quality Management methods are used to support continual improvement activities.

Goals & Objectives

Processes and Functions

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Functions
A team or group of people and the tools they use to carry out one or more Processes or Activities. Functions provide units of organization responsible for specific outcomes.

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Process
Process A set of coordinated activities combining and implementing resources and capabilities in order to produce an outcome and provide value to customers or stakeholders.

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Roles
A role is set of responsibilities, activities and authorities defined in process and assigned to a person or a team.

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Generic Roles
A Process owner is responsible for ensuring that the process is fit for the desired purpose and is accountable for the outputs of that process.

A Service Owner is accountable for the delivery of a specific IT Service and responsible for continual improvement and management of change affecting Services under their care.
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Process Manager Role

The person responsible for the operational management of a process. There may be several Process Manager for one process. They report to the Process Owner, for example, regional or departmental change managers or IT service continuity mangers for each data centers.

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Process Elements
Triggers

Process Control

Including Process Reports and Reviews

Process Inputs

Process

Process Outputs

Process Enablers
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Process Elements
Process Control

Owner Policy

Objectives Feedback

Documentation

Process
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Process Elements
Triggers

Process Control
Including Process Reports and Reviews

Process

Process Inputs

Activities

Improvements

Roles Procedures

Process Outputs

Work Instruction Metric

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Process Enablers

Process Elements
Process Control

Process

Process Enablers

Resources

Capabilities

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Responsibility Accountability Consulted Informed Matrix

Service Desk Log Service Request Classification of Request Verification of access levels Provide access rights to user(s) RACI RACI RI RI Human Resources C C I IT Security Manager AC A System Administrator I I C R Users

RC CI C I

EXAMPLE PROCESS: Managing a service request to modify user access level.

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SERVICE STRATEGY

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THE SERVICE LIFECYCLE

Service Strategy
IT Budget Patterns of Business Activity Service Portfolio Information Service Design Package

Demand ManagementService Operation Financial Management

IT Operation Management

Service Operation Functions

Service Design

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

Technical Management
Service Desk Application Management Incident Management Request Fulfillment Event Management

Service Operation Process

Service Transition

SKMS Release Packages Infrastructure Changes CMDB

Continual Service Improvement

Service Improvement Plans

Problem Management
Access Management

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Introduction
The Service Strategy volumes
Provides guidance on how to design, develop and implement Service Management, not only as a organizational capability but also as a Strategic Asset. Provides direction to ensure that organizations are in a position to handle costs and risks associated with their Service Portfolio for achieving operational effectiveness and distinction in performance. Encourages to think about WHY something is to be done before thinking HOW.

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Value Creation
Service must provide value. Values comes in many forms e.g.. Improved efficiency in business processes Improved governance and control of business process Improved communications and collaborations Improved ability to meet compliance and regulatory requirements
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Utility and Warranty

UTILITY Fit for purpose- functionality offered by a product or a service to meet a particular need.

VALUE

AND

WARRANTY

Fit for use- a promise or guarantee that availability, capacity, continuity and security are all meeting customer expectation.

Utility is what customer gets and warranty is how it is delivered.

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Capabilities- The ability of an organization, person, process, application, configuration item or IT service to carry out an activity.

Service Assets
Capabilities

Management

Organization

Processes

Knowledge

People

Resources- Include IT infrastructure, people, money or anything else that might help deliver an IT service .

Resources
Financial Capital

Infrastructure

Applications

Information

People

Organizations use resources and capabilities assets to create value in the form of goods and services.
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Objectives

Service Portfolio
To provide an improved ability for supporting and enhancing

business processes and business services.

To identify and define the business value provided by IT services. To maintain accurate information regarding planned, current and retired IT services.

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Basic Concepts

Service Portfolio
The Service Portfolio is a complete set of services that is managed by a Service Provider.

It includes three categories:

Service Pipeline:- services that have been proposed or in development. Service Catalogue:- live services or those available for deployment. Retired Service:- decommissioned services

Act as a basis of decision framework because it allows the

management to compare and contrast various ideas so that

most valuable and viable can be further developed as a service.
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Service Catalogue
The Service Catalogue is a database or structured document with information about all live IT services, including those available for deployment.

Service Portfolio

Service Catalogue(s)

Description Value proposition Business cases Priorities Risks Offerings and packages Cost and pricing

Services Supported products Policies Ordering and request procedures Support terms and conditions Entry points and escalations Pricing and chargeback

The Service Catalogue is the only part of the Service Portfolio published to the customers, and it is used to support the sales and delivery of the IT services.
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The Business Service Catalogues contains details of all IT service that delivered to the customer, together with their relationship with the business units and the business process that rely on the IT services. This is the customer view of the Service Catalogue.

Service Catalogue

The Technical Service Catalogues contains details of all IT service that delivered to the customer, together with their relationship with the supporting services, shared services, components and Configuration Items (CIs) necessary to support provision of the services to the business.
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What is a Business Case?

A Business Case:

Is a justification for a significant item of expenditure.

Includes information about costs, benefits, options, issues, risks and possible problems. Is a means to identify business imperatives that depends on Service Management. Is a decision support and planning tools that projects the probable consequences of a business action- a financial analysis is frequently central to good business case. Is a detailed analysis of business impact or benefits. Business impact is, in turn, linked to business objectives. Should focus on financial analysis and nonfinancial impacts.

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Demand Management
Objectives Basic Concepts

ServiceFinancial Strategy Processes

Management

To provide an improved ability for supporting and enhancing business The primary goal of Demand Management is to assist the IT Service processes business services. Provider inand understanding and influencing Customer demand for To understand customers requirements services and the provision current of Capacity to meet these demands. Trend of requirements over a period/business cycle Match the customers expectations with organization's capabilities of providing services

Ensure Warranty & Utility are in alignment with customers needs

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Demand Management
Objectives Basic Concepts

ServiceFinancial Strategy Processes

Management
Demand Pattern Capacity Management Plan Service Process Service Belt Delivery Schedule Demand Management

Business & Process Pattern of Business Activity (PBA)

Pattern of Business Activity Represents change in pattern of customers demands as explained by organization. Important to track as it helps organization identify improvements in existing services or identify future opportunities. Also important to study customers business & changing business needs.

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Demand Management
Objectives Basic Concepts

ServiceFinancial Strategy Processes

Management

The goal of Financial Management is to provide cost effective stewardship of the IT assets and the financial resources used in providing IT services. The benefits of Financial Management includes: Enhanced decision making Speed of change Financial compliance and control Operational Control

Value capture and creations

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Demand Management
Objectives Basic Concepts

ServiceFinancial Strategy Processes

Management

Accounting: Is responsible for identifying actual costs of delivering IT services, comparing these costs with budgeted costs, and managing variance from the budget. Budgeting: Predicts and controls the spending of money. This consists of a periodic negotiation cycle to set future budgets(usually annually) and day-to-day monitoring and adjusting of current budgets. Charging: Is the payment structure of IT services. It is a mechanism which helps organization to recover at least the expenditure incurred on providing IT services with additional monitorial profits as applicable

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SERVICE DESIGN

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THE SERVICE LIFECYCLE

Service Strategy
IT Budget Patterns of Business Activity Service Portfolio Information Service Design Package

Service Operation
Service Operation Functions IT Operation Management

Service Design

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

Service Transition

SKMS Successful Change Release Packages Infrastructure Changes

Service Level Management Technical Management Capacity Management Availability Management Service Desk IT Service Continuity Application Management Management Information Security Management Incident Management Supplier Management Request Service Catalogue Fulfillment Management Event
Management

Service Operation Process

Continual Service Improvement

Service Improvement Plans

Problem Management
Access Management

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Introduction
The Service Design volumes

Provides guidance on design and development

of service and Service Management. Cover design principles and methods for

converting strategy objectives into portfolio of

services and service assets. Guides organizations on developing design capabilities for Service Management.

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Purpose of Service Design

Service Design can be seen as: Designing IT services, together with governing IT practices, processes and policies To realize Strategy To facilitate

Introduction into the live environment To ensure

Quality service delivery, customer satisfaction, and cost-effective service provision Gathering service needs and mapping them to requirements for integrated services. Effectively designing the IT services so that they dont need a great deal of improvement during their lifecycle.
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Service Provider and Supplier

Supplier A third party responsible for supplying the goods or services that are required to deliver IT services. Service Provider An organization supplying services to one or more customers.

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Service Design Package

Service Design Package includes all aspects of the service and its requirements which is used to provide guidance and structure through all of the subsequent stages of its lifecycle. A Service Design Package is produced for each new IT Service, major Change, or IT Service Retirement.
New Services Major Change to a Services Removal of Service Changes to SDP

Service Design

SDP

Service Transition

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Importance of 4Ps

Process Products People

Partners

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Five Major Aspects of Service Design

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Five Major Aspects of Service Design (contd.)

Identification of business and Service requirements Service Portfolio Technology and Architectural design Process design Measurement design

Identify requirement

Identify business and Service requirements, including: New facilities and functionality requirements Changes is business processes, dependencies, priorities, criticality and impact Changes in volume of service transactions Increased service level and service level targets due to new business drivers or reduced service level for old services

Needed for additional service management information

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Five Major Aspects of Service Design (contd.)

Identification of business and Service requirements
Central Repository Details of Services

Service Portfolio

Technology and Architectural design

Process design

Measurement design

The Service Portfolio contains details of all services and their status with respect to current stage within the Service lifecycle.

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Five Major Aspects of Service Design (contd.)

Identification of business and Service requirements
Architecture Meaning

Service Portfolio

Technology and Architectural design

Process design

Measurement design

The fundamental organization of a system embodied in its components, their relationships with each other and environment, and the principles guiding its design and evolution. Architecture Design can be defined as:

Architecture Design

The development and maintenance of IT policies, strategies, architectures, designs, documents, plans, and processes for the deployment, subsequent operation and improvement of appropriate IT services and solutions throughout an organization.

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Five Major Aspects of Service Design (contd.)

Identification of business and Service requirements
Generic Process Elements

Service Portfolio

Technology and Architectural design

Process design

Measurement design

Triggers

Process Control
Including Process Reports and Reviews

Process Inputs

Process

Process Outputs

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Process Enablers

Five Major Aspects of Service Design (contd.)

Identification of business and Service requirements
Generic Process Elements Definition of Process Process Ownership

Service Portfolio

Technology and Architectural design

Process design

Measurement design

A process : Each process should be own by Process Owner who is Is a structured set of activities designed and to accomplish a that it responsible for the process, its improvement, for ensuring specific objective. meet its objectives. Takes one or inputs and should turn into defined outputs. The objectives ofmore any IT process be defined in measurable terms and should be expressed in terms of business benefits and Includes all supports the roles,the responsibilities, tools and and goals. management how the process business strategy controls required to reliably deliver the output. May also define or revise policies, standards, guidelines, activities, procedures and work instructions, if they are needed.

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Five Major Aspects of Service Design (contd.)

Identification of business and Service requirements Service Portfolio Technology and Architectural design Process design Measurement design

Need to measure

If you cant measure it. then you cant manage it.

Design of metrics

In all design activities, the requirement should be to design solutions that:

Are fit for purpose Are for appropriate level of quality- neither over-engineered nor underengineered Are right first time and meet their expected target. Minimize the amount of re-work or add-ons that have to be rapidly developed after solutions have been deployed Are effective and efficient from the perspective from the business and the customers.

Measurements methods and metrics should reflect these requirements.

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Service Design- Processes

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Service Level Management Capacity Management Availability Management IT Service Continuity Management Information Security Management Supplier Management Service Catalogue Management

Service Design- Processes

SLM SCM AM ISM SM CM ITSCM
Objectives

Define, document, agree, monitor, measure, report, and review the level of IT services provided. Provide and improve the relationship and communication with the business and customers. Ensure that specific and measurable targets are developed for all IT services. Monitor and improve customer satisfaction with the quality of service delivered. Ensure that IT and the customers have a clear and unambiguous expectation of the level of service to be delivered. Ensure that proactive measures to improve the levels of service delivered are implemented wherever it is cost-justifiable to do so.

Basic Concepts

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Service Design- Processes

SLM SCM AM ISM SM CM ITSCM
Objectives

Basic Concepts

It is an agreement between an ITSP and another part of the same business that provides services to thedocuments service provider. It describes IT services, and service level targets. An OLAdocument may also be between two parts of the same service provider, forthe This also specifies the responsibilities of the customer and example, ITSP. between the Service Desk and a support group. A single SLA may cover multiple IT services or multiple customers

It is a legally binding agreement between multiple parties. It is also sometimes referred to as an Underpinning Contract.
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Service Design- Processes

SLM SCM AM ISM SM CM ITSCM
Objectives

Basic Concepts Types of SC

The Catalogue (SCM) process manages the TheService SCM process is Management focused on the following information activities: contained in the Service Catalogue and ensures that it is accurate and reflects current details,Catalogue, status, interfaces, and Produce and the maintain Service dependencies all a services that are being run or being prepared to run in ensuring of that central, accurate, and the live environment. consistent source of data provided. Record the status of all operational services or services being transition to the live environment, together with the appropriate details of the each services.

Provide central, accurate state of information on all services and develop a service focused culture.

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Service Design- Processes

SLM

Objectives

SCM

AM

ISM

SM

CM

ITSCM

Business Service Catalog Used by Relationship Manager to win a business Consists list of all IT services which are important for Customers Business Process Visible to customer (or even to common public)

Basic Concepts Types of SC

Technical Service Catalog Used by Relationship Manager to know the capabilities & limits services for services shown in BSC of Business Service Catalog

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Contains all the Backup/Supporting

Service Design- Processes

SLM SCM AM ISM SM CM ITSCM
Objectives

Basic Concepts

The primary goal of Availability Management is to ensure that the level of service availability delivered in all services is matched to or exceeds the current and future agreed needs of the business in a cost-effective manner. Availability Management: Produces and maintains an appropriate and up-to-date Availability Plan, which reflects the current and future needs of the business. Provides advice and guidance to all other areas of the business and IT on all availability-related issues. Ensures that services availability achievements meet or exceed all of their agreed targets by managing the services and resources that are related to availability performance.

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Service Design- Processes

SLM
Objectives

SCM

AM

ISM

SM

CM

ITSCM

Reliability Availability Management is completed at two interconnected levels: Implies how long the specified service is available for the required period without interruptions or failures Service Availability: Involves any all aspects of service availability and unavailability and the impact of component availability. Serviceability Ability ofAvailability: the 3rdparty supplier to provide the expected Component Involves all aspects component availability and service unavailability. to service provider

Basic Concepts

Maintainability (or Recoverability) How easy it is to maintain or recover a service, component or

configuration item
Vital Business Function (VBF) A critical function or business process
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Availability Metrics

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Proactive and Reactive Elements of Availability Management:

Proactive Activities: Risk Assessment & Measurement Implement costjustifiable counter measures Review all new/changed services & test availability resilience Plan & Design new or changed Services

Reactive Activities
Monitor, measure, analyze & review
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Investigate unavailability & remedial action

Service Design- Processes

SLM SCM AM ISM SM CM ITSCM
Objectives

Basic Concepts

The primary goal of Information Security Management is to align IT security with business security and ensure that information security is effectively managed in all service and IT Service Management activities.
For most of the organization Information Security Management(ISM) objective is met when:
Information is observed by or disclosed to only those who have a right to know(Confidentiality). Information is complete, accurate and protected against unauthorized modification(Integrity). Information is available and usable when required, and the systems that provide it can appropriately resist attacks and recover from or prevent failure(Availability). Business transactions as well as information exchanges between enterprise or with partners can be trusted(Authenticity).

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Service Design- Processes

SLM SCM AM ISM SM CM ITSCM
Objectives

Basic Concepts

Information Security Management activities should be focused be focused on or driven by an overall security policy and a set of underpinning security policies. All ITSP organizations must ensure that they have comprehensive ISM policy(s) and the necessary security controls in place to monitor and enforce the policies. The ISM policies should be available to all customers, users and IT staffs.

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Service Design- Processes

SLM SCM AM ISM SM CM ITSCM
Objectives

Basic Concepts

The primary goal of Supplier Management is to manage suppliers and the services they supply, to provide seamless quality of IT service to the business and ensure that value for money is obtained. Manage supplier relationship & performance Ensure the Right & Relevant contracts with supplier Manage the contracts throughout their lifecycle Create & maintain Supplier Policy, List & Contracts Database

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Supplier Selection
Requirement of 3rd Party Supplier

Request Supplier Responses

Update Suppliers Record

Manage Suppliers
Select Suppliers

SCD

Analyze Supplier Capabilities

Contract With Supplier (UC)

Supplier Provides Services

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Supplier Contract Database

Contract Modification & Contracts categorization Termination According to Types of services, Owner, expiry date, value etc. Supplier Contract Database Fresh\Renewed Contracts Existing Contracts Organizations Supplier Policy & Strategy

Suppliers Performance Against Contract Terms Record of Past\Expired Contracts

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Service Design- Processes

SLM SCM AM ISM SM CM ITSCM
Objectives

Produce and maintain an appropriate and up-to-date Capacity plan, which reflects the current and future needs of the business. Provide advice and guidance to all other areas of the business and IT on all capacity and performance related issues. Ensure that service performance achievements meet or exceeds all their agreed targets by managing the performance and capacity of both services and resources. Assist with the diagnosis and resolution of performance and capacity-related Incidents and Problems.

Basic Concepts

Configuration Items Plan Capacity Assess the impact ofCapacity all Changes on the Capacity plan, Analysis and the performance and capacity of all services and resources. Ensure that proactive measures to improve the performance of services are implemented, wherever it is cost-justifiable to do so.
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Service Design- Processes

SLM SCM AM ISM SM CM ITSCM Business Capacity Management Objectives Trend, forecast model and developing the Capacity Plan to understand future business needs Modeling to estimate the best alternative for Capacity deployment Basic Concepts Service Capacity Management Understand the functioning of the IT services, resource usage and variations to ensure that appropriate service agreements can be designed Report on Service profile of use of services, manage demand for service Component Capacity Management Using and monitoring of all components of the IT infrastructure Configuration Items Capacity Plan Capacity Analysis Optimize use of the current IT resource components such as bandwidth, network capacity etc.

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Service Design- Processes

SLM SCM AM ISM SM CM ITSCM
Objectives

Maintain a set of IT Service Continuity Plans and IT recovery plans that support the overall Business Continuity Plans (BCPs) of the organization Complete regular Business Impact analysis (BIA) exercises to ensure that all continuity plans are maintained in line with changing business impacts and requirements. Conduct regular risk assessment and management exercises with the business and the Availability Management and Security Management processes. Ensure that appropriate continuity and recovery mechanisms are put in place to meet or exceed the agreed business continuity targets.

Basic Concepts

Ensure that proactive measures to improve the availability of services are implemented wherever it is cost-justifiable to do so.

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Service Design- Processes

SLM SCM AM ISM SM CM ITSCM
Objectives

A Lifecycle approach should be adapted to the setting up and operation of an ITSCM process: Lifecycle
Plan Policy setting Scope Initiation Do Business Impact Analysis Risk Assessment IT Service Continuity Strategy Check Develop IT Service Continuity plans Develop IT plans, recovery plans & procedures Organization planning Testing strategy Act Education, awareness & training Review & audit Testing Change Management

Basic Concepts

Business Continuity Management (BCM) Business Continuity Strategy

Initiation Requirements & Strategy

Business Continuity plans

Implementation

Invocation

Ongoing Operation

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SERVICE TRANSITION

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THE SERVICE LIFECYCLE

Service Strategy
IT Budget Patterns of Business Activity Service Portfolio Information Service Design Package

Service Operation
Service Operation Functions IT Operation Management

Service Design

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

Technical Management

Service Transition

SKMS Successful Change Release Packages Infrastructure Changes

Knowledge Management Service Desk Service Asset and Application Configuration Management Management Change Management Release and Deployment Incident Management Management
Request Fulfillment Event Management

Service Operation Process

Continual Service Improvement

Service Improvement Plans

Problem Management
Access Management

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 Service Transition:

Introduction
People

Is an interface between Service Design and Service Operation, which also use in most day-to-day activities.
Product

Is an interface between other Service Lifecycle stages. Is influenced by inputs from Service Strategy and Service Design.

Process

Partner

Purpose of Service Transition

Plan and manage the capacity and resources required to package, build, test and deploy a release into production. Provide consistent and rigorous framework for evaluating service capability and risk profile. Establish and maintained the integrity of all identified service assets and configurations. Provide good quality knowledge and information.

Provide efficient and repeatable build and installation mechanism.

Ensure that the service can be managed, operated and supported according to the requirements and constrains specified with Service Design.
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Service Transition- Processes

Knowledge Management

Service Asset and Configuration

Management Change Management

Release and Deployment Management

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Knowledge Management
Objectives

Service Transition- Processes Service Asset and Release and

Configuration Management Change Management Deployment Management To enable organizations to improve the quality of management decision making by ensuring that reliable and secure information and data is available throughout the service lifecycle. To ensure that the right information is delivered to the appropriate place or competent person at the right time to enable informed decision making. To ensure the Service Provider to be more efficient and improved quality of Service, increased satisfaction and reduce the cost of services.

Basic Concepts

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Knowledge Management
Objectives

Change Configuration Deployment Management Management Management Knowledge Management typically displayed within the Data-to-Informationto-Knowledge-to-Wisdom model. Data is a set of discrete facts about event. Information comes from providing context to data.

Service Transition- Processes Service Asset and Release and

Basic Concepts

Knowledge is composed of the experiences, ideas, insights and judgments from individuals.

Wisdom gives the ultimate discernment of the material and having the application and contextual awareness to provide a strong common sense judgment.
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Knowledge Management
Objectives

Service Transition- Processes Service Asset and Release and

Configuration Management Change Management Deployment Management Service Knowledge Management System(SKMS) Ensure a huge quantity of data that constitutes knowledge. Includes data from Configuration Management Database(CMDB) and the Configuration Management System(CSM). The SKMS stores, manages, updates and presents all information that an IT service provider needs to manage the full lifecycle of its services. Service Knowledge Management System Decisions

Basic Concepts

Configuration Management System

Configuration Management Database

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Knowledge Management
Objectives

Basic Concepts

Change Configuration Deployment Management Management Management Configuration delivers a model the services, assets To support theManagement agreed IT service provision by of managing, storing andand infrastructure by recording the relationshipItems between CIs. providing information about Configuration (CIs) and Service Assets throughout their life cycle. To manage large and complex IT services and infrastructures, SACM requires the use of a supporting system known as Configuration Management System. Configuration Management System: It is a system which controls & maintains the record if all CIs in a structured manner in 1 or more databases known as CMDB. Stores attributes of CIs, relationship between CIs. Consists of multiple layers like integration presentation etc.

Service Transition- Processes Service Asset and Release and

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Knowledge Management
Objectives

Service Transition- Processes Service Asset and Release and

Configuration Management Change Management Deployment Management The CMS provides reliable, quick and easy access to accurate configuration information because it: Enables stakeholders or staff to assess the impact of proposed changes, to track the changes in workflow, and to ensure that correct asset and service component versions are identified for release to the appropriate party or into the correct environment. Is updated during the change cycle. Presentation Layer/User Interface Knowledge Logic Processing Data/Source Information Gathering

Basic Concepts

CMDB1

CMDB2

CMDB3

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