Scribd
Upload
56 views10 pages

2 Intro Service MGT

This document provides an introduction to IT service management. It discusses the objectives of aligning IT services with business needs, developing quality services, and reducing costs. Reasons for adopting service management include increasing IT visibility, demand from business, infrastructure complexity, competition, and realizing returns. The document outlines considerations for implementation and describes key process improvement stages. ITIL service management concepts are introduced, including the areas of service support and delivery. Key roles in service management are also defined. Finally, models of the service support and delivery processes are presented.

Uploaded by

Aatif_Saif_80
Copyright
© Attribution Non-Commercial (BY-NC)
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PPS, PDF, TXT or read online on Scribd
56 views10 pages

2 Intro Service MGT

This document provides an introduction to IT service management. It discusses the objectives of aligning IT services with business needs, developing quality services, and reducing costs. Reasons for adopting service management include increasing IT visibility, demand from business, infrastructure complexity, competition, and realizing returns. The document outlines considerations for implementation and describes key process improvement stages. ITIL service management concepts are introduced, including the areas of service support and delivery. Key roles in service management are also defined. Finally, models of the service support and delivery processes are presented.

Uploaded by

Aatif_Saif_80
Copyright
© Attribution Non-Commercial (BY-NC)
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PPS, PDF, TXT or read online on Scribd
You are on page 1/ 10

INTRODUCTION TO IT SERVICE MANAGEMENT

IT Service Management Objectives


To align IT services with the current and future
needs of the business and its Customers

To develop the quality of the IT services delivered To reduce the long term cost of service provision

Why Service Management


Increasing IT visibility and Reliance Increasing demand from Business to deliver effective IT
solutions/services (Cost Effective)

Increasing complexity of IT infrastructure and processes

Increasing competition
Increasing pressure to realise return on investment

Considerations

Do not be over ambitious Consider what elements already exist, are in use and effective Identify what can be re-used or needs to be developed Adapt the guidelines to meet your requirements

Process Improvement Model

Process Improvement Stages


Process improvement definition

Communication
Planning

Implementation
Review and Audit
6

ITIL Service Management


Service Support Day to day operational support of IT services Service Delivery Long term planning and improvement of IT service provision

Key Definitions Customer: recipient of a service: usually the Customer management has responsibility for the funding of the service. Provider: the unit responsible for the provision of IT service. Supplier: a third party responsible for supplying or supporting underpinning elements of the IT service. User: the person using the service on a daily basis.
7

IT Service Management Overview


SPOC Single Point of Contact SD Service Desk IM Incident Mngt CH Change Mngt REL Release Mngt

BUSINESS (Customer)

SLA Service Level Agreement SLM Service Level Mngt AM Availability Mngt CM Capacity Mngt IT SCM IT Service Continuity Mngt

User

User

User SLA

SPOC SLM

SD
SERVICE SUPPORT

AM

CM

IM

SERVICE DELIVERY
IT SCM

PROBLEM FINANCE CH REL

CONFIGURATION

Service Support Process Model


Business, Customers or Users
Difficulties Queries Enquiries
Incidents Service Desk Management Tools

Communications Updates Workarounds

Incidents

Changes
Releases

Incident Management

Problem Management

Change Management

Release Management

Configuration Management

CMDB
Incidents
Problems Known Errors

Changes

Releases

CIs Relationships

Service Delivery Process Model


Availability Management
Availability Plan Design Criteria Targets/Thresholds Reports Audit Reports

Business, Customers and Users


Queries Enquiries Service Level Management Capacity Management
Capacity Plan CDB Targets/Thresholds Capacity Reports Schedules Audit Reports

Communications Updates Reports


SLAs, SLRs, OLAs Service Reports Service Catalogue SIP Exception Reports Audit Reports

Requirements Targets Achievements Financial Management for IT Services


Financial Plan Types & Models Costs & Charges Reports Budgets & Forecasts Audit Report

IT Service Continuity Management


IT Continuity Plans BIA & Risk Analysis Control Centres DR Contacts Reports Audit Reports

Alerts & Exceptions Changes Management Tools

10

You might also like