Koncepter og definitioner 1/2 • • • • • • • • • • • • • Utility og Warranty Service Portfolio Service Catalogue Business Case Risk Service Model Service Provider Supplier Service Level Agreement Operational Level Agreement Contract Service Design Package Availability 11-01-2017 • Service Knowledge Management System (SKMS) • Configuration Item (CI) • Configuration Management System • Definitive Media Library (DML) • Change og RFC • Change types (Normal, Standard og Emergency) • Release Unit • Seven R’s of Change Management www.zobbe.org 1 Koncepter og definitioner 2/2 • • • • • • • • • Event (Hændelse … styring af infrastrukturen) Alert Incident Impact, Urgency and Priority Service Request Problem Workaround Known Error Known Error Data Base (KEDB) 11-01-2017 www.zobbe.org 2 Key Principles and Models (1/2) Service Strategy • Service Assets er basis for Value Creation • Value Creation through Services Service Design • People, Processes, Products og Partners • 5 Service Design hoved aspekter: – Identification of Business Requirements, definition of Service requirements and design of Services – Service Portfolio Design – Technology and architectural design – Process design – Measurement design • Sourcing approaches (7): 11-01-2017 – Insourcing – Outsourcing – Co-sourcing – Partnership or multi-sourcing – Business Process Outsourcing – Application Service Provision www.zobbe.org – Knowledge Process Outsourcing 3 Key Principles and Models (2/2) Service Transition • V model Service Operation • IT Services versus Technology components • Stability versus Responsiveness • Quality of Service versus Cost of Service • Reactive versus Proactive 11-01-2017 Continual Service Improvement • Plan, Do, Check and Act (PDCA) Model • Continual Service Improvement Model • Role of measurement for Continual Service Improvement: – Baselines – Business value (validate, direct, justify, intrevene) – Types of metrics (technology metrics, process metrics, service metrics) www.zobbe.org 4 Service strategy process • • • • Definere markedet (Define the market) Udvikle servicetilbud (Develop the offerings) Udvikle (Develop) strategic assets Forberede eksekvering (Prepare for execution) 11-01-2017 www.zobbe.org 5 Demand Management Grundlæggende begreber: • Patterns of business activity (PBA) • User profile Udfordringer 11-01-2017 www.zobbe.org 6 Financial Management • Objectives: Operational visibility, insight and superior decision making • Grundlæggende begreber: – – – – – – – – – Service Valuation Demand modelling Service Portfolio Management Service provisioning optimization Planning confidence Service investment analysis Accounting Compliance Variable Cost Dynamics •11-01-2017 Roles www.zobbe.org 7 Service Level Management (Service design) • Explain the high level objectives, scope, Grundlæggende begreber, • process activities, • key metrics (KPI’s), roles and challenges 11-01-2017 www.zobbe.org 8 Service Catalogue Management • objectives, Grundlæggende begreber and roles 11-01-2017 www.zobbe.org 9 Availability Management • objectives, Grundlæggende begreber and roles 11-01-2017 www.zobbe.org 10 Information Security Management • objectives, Grundlæggende begreber and roles 11-01-2017 www.zobbe.org 11 Supplier Management • objectives, Grundlæggende begreber and roles 11-01-2017 www.zobbe.org 12 Capacity Management • objectives, Grundlæggende begreber and roles 11-01-2017 www.zobbe.org 13 IT Service Continuity Management • objectives, Grundlæggende begreber and roles 11-01-2017 www.zobbe.org 14 Change Management (Service Transition) • Def.: “Service change”: The addition, modification or removal of authorised, planned or supported service or service components and its associated documentation . • Goal: Respond to the customers changing business requirements whilst maximising value and reducing incidents, disruption and re-work • Change types: Standard, Normal, Emergency • Activities: Record, Review, Assess, Authorize, Plan updates, Co-ordinate impl., Review 11-01-2017 www.zobbe.org 15 • CAB Service Asset and Configuration Management • Objectives • Configuration management system (CMS) • CMDB Roles: • Service asset manager • Configuration manager • Configuration analyst • Configuration – CI administrator / librarian • DML • CMS/Tools administrator • Definitive spares • Configuration Control • Configuration baseline Board •11-01-2017 Snapshot www.zobbe.org 16 Release and Deployment Management • objectives • Release unit • Options: – ‘Big bang’ – phased – Push – Pull – Automation – Manual • Roles: – Release and deployment manger – Release packaging and build manger – (Deployment staff) 11-01-2017 www.zobbe.org 17 Incident Management (1/2) (Service operation) Mål:At genetablere normalt serivce niveau så hurtigt som muligt Scope: Alle Incidents Grundlæggende begreber: • Rapporteret af: Brugere via SD, Event mgt. og IT Teknikere. • Tids frister • Incident models • Major incidents 11-01-2017 www.zobbe.org 18 Incident Management (2/2) • Process: I. Identification, I logging, I categorization, I prioritation, Initial diagnosis, I escalation, Investigation and diagnosis, Resolution and Recovery, I closure • Målinger • Roller: Incident manger, First line (SD), Second- Third line. • Udfordringer 11-01-2017 www.zobbe.org 19 Event Management Mål: Detekter events, fortolk dem og foretage den rigtige handling Event types: • Information (normal drift) • Warning (Unusual but not exception) • Exception 11-01-2017 www.zobbe.org 20 Request Fulfilment Objectives: … users to request and receive standard services … Grundlæggende begreber: Ejerskab: SD, Request models Roles: SD staff, …. 11-01-2017 www.zobbe.org 21 Problem Management Mål: Prevent problems and resulting incidents from happening, to eliminate recurring incidents and to minimize the impact og incidents that cannot be prvented. Grundlæggende begreber: Known error record (KEDB), (Problem models) Roles: Problem manager (+ Problem solving groups) 11-01-2017 www.zobbe.org 22 Access Management Objectives: AM provides the right for users to be able to use a service or group of services. Grundlæggende begreber: • Access • Identity • Rights • Services or service groups • Directory service Roles: SD, Technical and Application management, IT Operations management 11-01-2017 www.zobbe.org 23 The 7 step improvement process (CSI) objectives, Grundlæggende begreber, Process activities: (0: Identify: Vision, Strategy, Technical and op Goals) 1: Define What You Should Measure 2: Define What You Can Measure 3: Gather the data 4: Process the Data 5: Analyse the Data 6: Present and Use the Information 7: Implement Corrective Action Roles: Service manager, CSI manager, (Service owner, Process owner) Metrics: Andre processer bidrager! (SLM, Avail., Cap., Incident, Security, Financial – Problem – Change + SLM) 11-01-2017 www.zobbe.org 24 Funktioner • • • • Service Desk Technical Management Application Management IT Operations Management (IT Operations Control og Facilities Management) 11-01-2017 www.zobbe.org 25 Roller • Process ejer • Service ejer • RACI 11-01-2017 www.zobbe.org 26 Teknologi and Arkitektur Design: HW, SW, Env., Process og Data Transition: • Knowledge management tools • Collaboration (incl. Workflow management) • Configuration management system (incl. CMDB) Operation: Self-Help, Workflow (Process), Integrated CMS, Discovery/deployment/licensing, Remote control, Diagnostic utilities, Reporting, Dashboards, (Integration with Business Service Management) 11-01-2017 www.zobbe.org 27 Eksamen (1/2) • • • • På Dansk Husk billedlegitimation 1 time 40 spørgsmål med fire svarmuligheder – 26 rigtige til at bestå (det trækker IKKE ned at svare forkert -> svar på ALLE) • Læs spørgsmålet – understreg • Vend tilbage til spørgsmål du var i tvivl om (og kun dem) •11-01-2017 Husk forretningsfokus og Cost/Benefit www.zobbe.org 28 Eksamen (2/2) • • • • • • • Tid markeres 15, 5 minutter før slut Det er ikke tilladt at gå de sidste 15 min Uden hjælpemidler Lokalet må ikke forlades Husk helt at slukke mobilen Medbring kuglepen/drikke/spise Marker svaret tydeligt (streg evt. ud) 11-01-2017 www.zobbe.org 29
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