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Service Management Practices

The document outlines various IT service management practices, including service level management, service continuity management, change control, and incident management, among others. Each practice is defined with its purpose, scope, and relevant definitions, emphasizing the importance of managing IT services effectively to meet business needs. Additionally, it highlights the significance of documentation, monitoring, and user interaction in maintaining service quality and performance.

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Omar Ali Khan
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9 views28 pages

Service Management Practices

The document outlines various IT service management practices, including service level management, service continuity management, change control, and incident management, among others. Each practice is defined with its purpose, scope, and relevant definitions, emphasizing the importance of managing IT services effectively to meet business needs. Additionally, it highlights the significance of documentation, monitoring, and user interaction in maintaining service quality and performance.

Uploaded by

Omar Ali Khan
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PPT, PDF, TXT or read online on Scribd
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Service

Management
Practices
Availability
Management
Business Analysis
Capacity and
Performance
Management
Change Control

Incident Management

IT Asset Management “Service


Monitoring and Event
Management
Management
Problem Practices” have
Management
Release Management
been developed
Service Catalogue in service
Management management
Service Configuration
Management
and ITSM
Service Continuity industries
Management
Service Design
Service Desk
Service Level
Management
Service Request
Management
Service Validation and
Testing
 The purpose of the service level
management practice is to set clear
business-based targets for service
performance, so that the delivery of a
service can be properly assessed,
monitored, and managed against these
targets.
Service level management provides the end-to-end
visibility of the organization’s services
Definition: Service
level agreement
A documented
agreement between
a service provider
and a customer that
identifies both
services required and
the expected level of
service.
 The purpose of the service continuity
management practice is to ensure that the
availability and performance of a service is
maintained at a sufficient level in the event
of a disaster.

 The practice provides a framework for


building organizational resilience with the
capability of producing an effective
response that safeguards the interests of
key stakeholders and the organization’s
reputation, brand, and value-creating
activities.
 The purpose of the change control
practice is to maximize the number of
successful IT changes by ensuring that
risks have been properly assessed,
authorizing changes to proceed, and
managing the change schedule.
 The scope of change control is defined
by each organization. It will typically
include all IT infrastructure, applications,
documentation, processes, supplier
relationships, and anything else that
might directly or indirectly impact a
product or service.
Definition:
Change
The addition,
modification, or
removal of
anything that
could have a
direct or indirect
effect
on services.
 Standard
 Routine
 Pre-approved
 Service Request
 Normal
 Upgrades, enhancements, improvements
 Follows entire process, including complete
assessment, authorization etc.
 Emergency
 Break/Fix
 Special approving authority
 The purpose of the release
management practice is to make new
and changed services and features
available for use (by planning all s/w,
h/w documentation, tied up well)
 The purpose of the service configuration
management practice is to ensure that
accurate and reliable information about
the configuration of services, and the
CIs that support them, is available when
and where it is needed.
Definition:
Configuration
item
Any component
that needs to be
managed in
order to deliver
an IT service
 The purpose of the service desk practice
is to capture demand for incident
resolution and service requests. It
should also be the entry point and
single point of contact for the service
provider with all of its users.
 Tools
 The purpose of incident management is
to minimize the negative impact of
incidents by restoring normal service
operation as quickly as possible.

Definition:
Incident
An unplanned
interruption to a
service or
reduction in the
quality of a
service.
 Some incidents will be resolved by the
users themselves, using self-help
 Some incidents will be resolved by the
service desk
 Complex incidents will usually be
escalated to a support team for resolution
based on category
 Incidents can be escalated to suppliers or
partners
 In some extreme cases, disaster recovery
plans may be invoked to resolve an
incident.
 The purpose of the monitoring and event
management practice is to systematically
observe services and service components,
and record and report selected changes of
state identified as events
 This practice identifies and prioritizes
infrastructure, services, business processes,
and information security events, and
establishes the appropriate response to
those events, including responding to
conditions that could lead to potential faults
or incidents
Definition: Event
Any change of state that
has significance for the
management of a service or
other
configuration item (CI).
Events are typically
recognized through
notifications created by an
IT
service, CI, or monitoring
tool.
 The purpose of problem management is
to reduce the likelihood and impact of
incidents by identifying actual and
potential causes of incidents, and
managing workarounds and known
errors.

 Information about problems and known


errors help incident mgt to quickly
diagnose the incidents
Problem : A
cause, or
potential cause, Known error A
of one or more problem that has
incidents. been analyzed
but has not been
resolved.
______
Definition:
Workaround
A solution that reduces
or eliminates the
impact of an incident or
problem for which a full
resolution is not yet
available. Some
workarounds reduce
the likelihood of
incidents.
 The purpose of the service request
management practice is to support the
agreed quality of a service by handling
all pre-defined, user-initiated service
requests in an effective and user
friendly manner.
Definition: Service
request
A request from a user
or a user’s authorized
representative that
initiates a service
action
which has been
agreed as a normal
part of service
delivery.
Each service request may include one or more of the
following:
arequest for a service delivery action (for example,
providing a report or replacing a toner cartridge)
a request for information
a request for provision of a resource or service
a request for access to a resource or service
feedback, compliments, and complaints (for example,
complaints about a new interface or compliments to a
support team).

While designing, leverage existing workflows..


 The purpose of the IT asset
management practice is to plan and
manage the full lifecycle of all IT assets,
to help the organization

• maximize value Definition: IT


• control costs asset
• manage risks Any valuable
• support decision-making component that
about purchase, re-use, and can contribute to
retirement of assets the delivery of an
• meet regulatory and IT product or
contractual requirements. service.

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