Service Transition

Introduction

• Objectives:

• To realize, plan and manage the new service

• Ensure minimum impact for existing services

• Improve customer satisfaction and

• Stimulate the proper use of the service

Functions and Processes In Service Design P6

Information Security Management
Introduction

• The goal of information security management is to align IT and business security and ensure that information security is managed effectively in all services and service management activities.

Functions and Processes In Service Design P7

Supplier Management

Introduction

• The goal of the supplier management process is to manage suppliers and the services they supply, to provide seamless quality of IT service to the business, ensuring value for money.

Functions and Processes In Service Design P5

IT Service Continuity Management

Introduction

• The goal of IT Service Continuity Management (ITSCM) is to support the overall business continuity process by ensuring that the required IT technical and service facilities (including computer systems, networks, applications, data repositories, telecommunications, environment, technical support and service desk etc.) can be resumed within required and agreed business timescales.

Functions and Processes In Service Design P3

Capacity Management
Introduction

• The goal of capacity management is to ensure that cost-justifiable IT capacity in all areas of IT always exists and is matched to the current and future agreed needs of the business in timely manner.

• Capacity management is supported initially in Service Strategy where the decisions and analysis of business requirements and customer outcomes influence the development of Patterns of Business Activity (PBA), Lines of Service (LOS) and Service Level Packages (SLP).

• Provides the predictive and ongoing capacity indicators needs to align capacity to demand.

Functions and Processes in Service Design P4

Availability Management

Introduction

• The 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.

Functions and Processes In Service Design P2

Service Level Management

Introduction

• The goal of the Service Level Management (SLM) process is to ensure that an agreed level of IT service is provided for all current IT services, and that future services are delivered to agreed achievable targets.

Continual Service Improvement (CSI)

Goals and Objectives

• The goal of CSI is for continual improvement of the effectiveness and efficiency of IT services
• Aims to achieve and surpass the objectives (effectiveness), and obtain these objectives at the lowest cost possible (efficiency)
• How? By measuring and analyzing process results in all Service Lifecycle phases, to determine which results are structurally worse than others. These offer the highest improvement probability
• CSI mainly measures and monitors the following areas:
• Process compliance – Does the organization follow the new or modified service management process
• Quality – Do the various process activities meet their goals?
• Performance – How efficient is the process? What are the elapsed times?
• Business value of a process – Does the process make a difference? Is it effective? How does the client rate the process?

Deming Cycle –PDCA

F & P in Service Operation - Activities, methods and techniques

Job scheduling

• IT operations executes standard routines, queries or reports that technical and application management teams have handed over as part of the service or of routine daily maintenance task

Backup and Restore

• An organization must protect its data, which includes backup and storage of data in reserved locations where it is protected and if necessary, accessible
• A restore can be initiated from several source, varying from an event indicating data corruption to a service request from a user or customer
• A restore may be necessary in case of:
• Corrupt data
• Lost data
• A calamity plan/ IT service continuity situation
• Historical data required for forensic investigation

Print and output

• Many service provide their information in print or electronic form (output). The service provider must ensure that the information ends up in the right places, correctly and in the right form
• Laws and regulations may play an important part in print and output. Archiving important or sensitive data is particularly

Functions and Processes In Service Design P1

Service Catalogue Management

Introduction

• The purpose of Service Catalogue Management (SCM) is to provide a single source of consistent information on all of the agreed services, and ensure that it is widely available to those who are approved to access it.

• The goal of service catalogue management is the development and upkeep of a service catalogue that contains all accurate details, the status, possible interactions and mutual dependencies of all current services and those being prepared to run operationally.

• Value for the business

Functions and Processes in Service Operation - Information Management

Information Management

The identity of a user is the information that distinguishes him as an individual and verifies his status in the organization. The following data may be used, for instance:

• Name
• Contact details such as phone number and (e-mail) address
• Physical documentation, such as driver's license and passport
• Numbers referring to a document or entry in a database, such as social security number and driver's license number
• Biometric information, such as fingerprints, DNA and voice recognition patterns

While every user has a separate identity and every IT service can considered an individual identity. It often make sense to group them for easier management. Sometime the terms user profile, user template or user role are used to describe this type of grouping.

Functions and Processes in Service Operation - Problem Management

PROBLEM MANAGEMENT

A problem is the cause of one or more incident

Introduction

• The solution to a problem can be permanent or only temporary due to a permanent solution not available
• To prevent a problem from recurring, a permanent solution must be identified

Functions and Processes in Service Operation - Access Management

Access Management
Access management grants authorized users the right to use a service, but denies unauthorized user access. Some Organizations also call it "rights management" or "identity mangement"

Scope

• Access management ensures that users have access to a service, but it does not guarantee the access is always available at the agree times. This handled by availability management
• Access management can be initiated via a number of mechanisms, such as the service desk by means of a service request

Functions and Processes in Service Operation - Event Management

EVENT MANAGEMENT

An event can be defined as any detectable or discernible occurrence that has significance for the management of the IT infrastructure or the delivery of IT service and evaluation of the impact a deviation may cause to the service

Objective

• The objective of event management is to detect events, analyze them and determine the right management action
• It provides the entry point for the execution of many service Operation processes and activities

Functions and Processes in Service Operation - Incident Management

INCIDENT MANAGEMENT

An Incident is an unplanned interruption to an IT service or reduction in the quality of an IT service. Failure of a CI that has not yet affected service is also an incident

Introduction

• When there is a problem or issue with a service or product provided, customer will call in to report or it might be detected by the employee of the provider company
• Once a problem or issue is detected it has to be handled in a organized way
• Incident management is the process used

Service Operations

Objectives

Service Operation is about fulfilling all activities required to provide and support services at the agreed service levels. These include:

• The services
• The service management processes
• The technology
• The people

Different views of IT services

• The External IT view is about the way users and customers experience services
• The Internal IT view is about how the IT Staff manages IT components and systems to provide services
• The view that IT is part of IT services (the external business view) is the opposite of the idea that IT is a series of technological components (the internal IT view)