ITIL® 4 Foundation Course Service Management Practices 2022-2023 PDF

ITIL® 4 Foundation Course Service Management Practices Astana IT University Information Technology Management Madina Tulemissova 2022-2023 Service management practices Service level Mgt These are drawn fr...

ITIL® 4 Foundation Course Service Management Practices Astana IT University Information Technology Management Madina Tulemissova 2022-2023 Service management practices Service level Mgt These are drawn from IT management and are more specifically about IT services Capacity & performance Mgt Availability Mgt Service continuity Mgt Foundation syllabus requires knowledge of: IT asset Mgt Service Level Management Service configuration Mgt IT Asset Management change enablement Release Mgt Service Configuration Management Monitoring & event Mgt Change Enablement Service desk Release Management Service request Mgt Monitoring and Event Management Incident Mgt Service Desk Problem Mgt Business analysis Service Request Management Service catalogue Mgt Incident Management Service design Problem Management Validation and testing However, some information about the other practices is included, in Eng case you are interested in one or more specific practices and how they Imp 3 Pln relate to other (versions of) frameworks 2 3 The ‘heat map’ for each practice is also shown for interest (bottom left SVC for each one), but is not required for the Foundation syllabus Del Des 2 2 Obt 2 2 Service level management Service level Mgt Capacity & performance Mgt Purpose: to set clear business-based targets for service performance, so that the delivery of a service can be Availability Mgt Service continuity Mgt IT asset Mgt Service configuration Mgt properly assessed, monitored and managed against Change enablement Release Mgt these targets. Monitoring & event Mgt This practice involves the definition, documentation, and active management of service levels. Service desk Service request Mgt Incident Mgt Problem Mgt As services may involve a ‘bundle’ of varied and disparate Business analysis activities (a service offering combining various products and Service catalogue Mgt Service design services), this means that a number of these activities need to Validation and testing be combined and aggregated together, to reflect a realistic Eng 3 view. Imp Pln 3 3 SVC Del Des 2 2 Obt 2 3 Service level management Service level Mgt Capacity & performance Mgt Service level agreements (SLAs): Availability Mgt Service continuity Mgt These have long been used as a tool to measure the performance of services from the customer’s point of view. It is important that they IT asset Mgt Service configuration Mgt Change enablement are agreed in a wider business context. Release Mgt Monitoring & event Mgt Some of the key requirements for successful SLAs include: Service desk Service request Mgt They must be related to a defined ‘service’ in the service catalogue. Incident Mgt Problem Mgt They should relate to defined outcomes and not simply operational Business analysis Service catalogue Mgt metrics. This can be achieved with balanced ‘bundles’ of metrics, Service design such as customer satisfaction and key business outcomes. Validation and testing They should reflect an ‘agreement’: engagement and discussion between the service provider and the service consumer (involving all stakeholders). They must be simply written and easy to understand and use for all parties. 4 Service level management Service level Mgt Capacity & performance Mgt Availability Mgt Periodic reports should be Service continuity Mgt IT asset Mgt circulated in advance of service Service configuration Mgt Change enablement review meetings Reports should : Release Mgt Monitoring & event Mgt Service desk Service request Mgt Document actual achievements Incident Mgt Problem Mgt against targets Green Red on Business analysis Service catalogue Mgt Highlight service breaches the inside on the outside Service design Validation and testing Illustrate any discernible trends in service performance Watermelon SLA effect Detail specific actions to improve A service could be service quality ‘technically’ meeting stated targets but still not delivering the required service 5 Service level management Service level Mgt Capacity & performance Mgt The service review meeting is a strong example of engagement with links to Availability Mgt Service continuity Mgt IT asset Mgt improvement: Service configuration Mgt Change enablement Hold regularly Release Mgt Review any service related problems over last Monitoring & event Mgt Service desk period Service request Mgt Preview any impending issues for the future Focus on service level breaches Incident Mgt Problem Mgt Business analysis What was the root cause? Service review Service catalogue Mgt How do we prevent reoccurrence? meeting Service design Validation and testing Agree, record, assign new actions to correct problems or input to service improvement plan (SIP) Review progress on existing actions Review targets for appropriateness 6 Service level management Service level Mgt Capacity & performance Mgt Service level management is normally the starting point for a service improvement plan Availability Mgt Service continuity Mgt IT asset Mgt Service configuration Mgt This can cover all areas including Change enablement User training Release Mgt Monitoring & event Mgt System testing Service desk Documentation Service request Mgt Incident Mgt Service reviews will instigate improvements Normally delivered in conjunction with Problem Mgt Business analysis Service catalogue Mgt problem and availability management Service design Validation and testing A separate budget may be required to fund improvements 7 Service level management & value chain Plan: 3 Service level management supports planning of product and service portfolio and service offerings with information about the actual service performance and trends. 3 Design & transition 2 Service level management provides an input to the design and development of Engage: new and changed services, both through Service level management interaction with customers and as part of the ensures ongoing feedback loop in transition into new services. engagement with customers and users Deliver & support through feedback Obtain/build 2 Service level management 2 processing and continual Service level management communicates service performance service review. provides objectives for components and objectives to the operations and service performance, as well as for support teams and collects their measurement and reporting capabilities feedback as an input for service of the products and services. improvement. Improve: 3 Service level management can be a driving force for service improvement, using service feedback from users as well as requirements from customers. 8 Capacity & performance management Service level Mgt Capacity & performance Mgt Purpose: to ensure that services achieve agreed and expected performance, satisfying current and future Availability Mgt Service continuity Mgt IT asset Mgt Service configuration Mgt demand in a cost-effective way. Performance: a measure of what is achieved or delivered Change enablement Release Mgt by a system, person, team, practice or service. Monitoring & event Mgt Service desk Service request Mgt Incident Mgt Problem Mgt Business analysis Service catalogue Mgt Service design Validation and testing Eng 1 Imp Pln 3 2 SVC Del Des 2 2 Obt 2 9 Capacity & performance management Service level Mgt Activities: Capacity & performance Mgt Availability Mgt Service continuity Mgt IT asset Mgt Service configuration Mgt Change enablement Release Mgt analysis planning Monitoring & event Mgt Service desk Service request Mgt Incident Mgt Problem Mgt Business analysis Service catalogue Mgt Service design Validation and testing research and demand monitoring of capacity and capacity performance forecasting the current performance requirements improvement and resource service modelling analysis planning. planning performance 10 Availability management Purpose: to ensure that services deliver agreed levels of Service level Mgt Capacity & performance Mgt Availability Mgt Service continuity Mgt availability to meet the needs of customers and users. IT asset Mgt Availability: the ability of an IT service or other configuration item to perform its agreed function when Service configuration Mgt Change enablement Release Mgt Monitoring & event Mgt required. Service desk Service request Mgt Availability of a service depends both on how frequently Incident Mgt the service fails (MTBF), and how quickly it recovers after a Problem Mgt Business analysis failure (MTRS). Service catalogue Mgt Service design MTBF - Mean time between failures: For example, a service with a Validation and testing MTBF of four weeks fails, on average, 13 times each year. Eng 1 MTRS - Mean time to restore service: For example, a service with Imp 2 Pln 3 a MTRS of four hours will, on average, fully recover from failure in SVC four hours. This does not mean that service will always be Del 2 Des 2 restored in four hours, as MTRS is an average over many incidents. Obt 2 11 Availability management Availability Service hours 08:00-18:00 Mon-Fri Percentage of uptime/downtime of service or component Weekly service time = 50 hours E.g. ((agreed service time – downtime) / agreed service time) x 100 If 1 hour of total downtime: Availability = 50 – 1 = 98% Reliability 50 Length of time between service or component failures If 2 hours of total downtime: Availability = 50 – 2 = 96% E.g. Mean time between failures (MTBF) 50 Maintainability If 1 period of 60 minutes: Length of time to restore service or component Reliability (MTBF) = 49 hours E.g. Mean time to restore service (MTRS) If 10 periods each of 6 minutes: Reliability = 4 hours 54 mins Serviceability The ability of third party suppliers to meet the terms of their If 1 period of 60 minutes: contract regarding availability, reliability and maintainability Maintainability (MTRS) = 60 minutes If 10 periods each of 6 minutes: Maintainability = 6 minutes 12 Availability management Service level Mgt Capacity & performance Mgt Availability Mgt Further considerations on measurement: Service continuity Mgt IT asset Mgt which vital business functions are affected by different failures Service configuration Mgt Change enablement at what point is performance so bad (slow) that the service is Release Mgt effectively unusable Monitoring & event Mgt Service desk when does the service need to be (most) available, and when Service request Mgt Incident Mgt can the service provider carry out maintenance activities. Measurements that work well for some services, Problem Mgt Business analysis include: Service catalogue Mgt Service design Validation and testing User outage minutes Number of lost transactions Lost business value User satisfaction 13 Service continuity management Service level Mgt Capacity & performance Mgt Purpose: to ensure that the availability and performance of a service is maintained at a sufficient Availability Mgt Service continuity Mgt IT asset Mgt Service configuration Mgt level in the event of a disaster. Change enablement Release Mgt The practice provides a framework for building Monitoring & event Mgt Service desk organizational resilience with the capability of Service request Mgt producing an effective response that safeguards the interests of key stakeholders, and the organization’s Incident Mgt Problem Mgt Business analysis Service catalogue Mgt reputation, brand and value-creating activities. Service design Validation and testing Eng 1 Imp Pln 2 2 SVC Del Des 2 2 Obt 2 14 Service continuity management Service level Mgt Capacity & performance Mgt Disaster recovery plans: A set of clearly defined plans related to how an organization will recover from a Availability Mgt Service continuity Mgt IT asset Mgt Service configuration Mgt disaster as well as return to a pre-disaster condition Change enablement Release Mgt considering the four domains of service management. Monitoring & event Mgt Service desk Recovery time objective (RTO): The maximum acceptable Service request Mgt period of time following a service disruption that can elapse before the lack of business functionality severely impacts the Incident Mgt Problem Mgt Business analysis Service catalogue Mgt organization - the maximum agreed time within which a Service design product or an activity must be resumed, or resources must be Validation and testing recovered. Recovery point objective (RPO): The point to which information used by an activity must be restored to enable the activity to operate on resumption. 15 Service continuity management Service level Mgt Capacity & performance Mgt Disaster (continuity event) or incident? Service continuity management focuses on those events that Availability Mgt Service continuity Mgt IT asset Mgt the business considers significant enough to be treated as a disaster. Service configuration Mgt Change enablement Release Mgt Monitoring & event Mgt Less significant events will be dealt with as part of incident Service desk management or major incident management. Service request Mgt Incident Mgt The distinction between disasters, major incidents and Problem Mgt Business analysis incidents needs to be predefined, agreed and documented Service catalogue Mgt with clear thresholds and triggers for calling the next tier of Service design Validation and testing response and recovery into action without unnecessary delay and risk. 16 Service continuity management Service level Mgt Capacity & performance Mgt Business impact analysis(BIA): A key activity of service continuity management that identifies vital business Availability Mgt Service continuity Mgt IT asset Mgt Service configuration Mgt functions (VBFs) and their dependencies. Change enablement Release Mgt These dependencies may include suppliers, people, other Monitoring & event Mgt business processes and IT services. Service desk Service request Mgt BIA defines the recovery requirements for IT services. These Incident Mgt requirements include RTOs, RPOs and minimum target service level for each IT service. Problem Mgt Business analysis Service catalogue Mgt Service design Validation and testing 17 Service continuity management Service level Mgt Capacity & performance Mgt Disaster sources Business impact analysis Stakeholders Availability Mgt considers more than just involved Service continuity Mgt financial impacts supply chain IT asset Mgt employees failure Service configuration Mgt Change enablement terrorism lost income executives Release Mgt Monitoring & event Mgt Service desk weather immediate governing body and long-term damaged Service request Mgt loss of market reputation Incident Mgt share cyber attack suppliers Problem Mgt Business analysis Service catalogue Mgt health Organizational impact IT teams emergency Service design Validation and testing political or risk to loss of customers economic event personal competitive safety advantage technology users failure breach of law, health and safety public crisis regulations communities 18 IT asset management Service level Mgt Capacity & performance Mgt Availability Mgt Purpose: to plan and manage the full lifecycle of all IT Service continuity Mgt IT asset Mgt assets, to help the organization: Service configuration Mgt Change enablement maximize value Release Mgt control costs Monitoring & event Mgt Service desk manage risks Service request Mgt Incident Mgt support decision-making about purchase, reuse and Problem Mgt Business analysis retirement of assets Service catalogue Mgt Service design meet regulatory and contractual requirements. Validation and testing Eng 1 IT asset: any financially valuable component that can Imp 1 Pln 2 contribute to delivery of an IT product or service. SVC Del Des 2 3 Obt 3 19 IT asset management Service level Mgt Capacity & performance Mgt Availability Mgt Asset types: Service continuity Mgt IT asset Mgt Hardware assets Service configuration Mgt Label for clear identification. Important to know where they are and to help Change enablement protect them from theft, damage and data leakage. May be subject to regulatory Release Mgt requirements. Monitoring & event Mgt Service desk Service request Mgt Software assets: Incident Mgt Protect from unlawful copying, which could mean unlicensed use. Ensure license Problem Mgt terms are adhered to, and licenses only reused in ways allowed under the contract. Business analysis Service catalogue Mgt Service design Cloud-based assets: Validation and testing Assigned to specific products or groups so costs are managed. Funding is managed so organization has flexibility to invoke new instances of cloud use when needed, and to remove instances that are not needed, without risk of uncontrolled costs. Client assets Assigned to individuals who take responsibility for their care. Processes needed to manage lost or stolen devices; tools may be needed to erase sensitive data or otherwise ensure data is not lost or stolen with the device. 20 IT asset management Service level Mgt Capacity & performance Mgt Availability Mgt define, populate Service continuity Mgt and maintain the asset register in IT asset Mgt terms of structure Service configuration Mgt and content, Change enablement Release Mgt Monitoring & event Mgt Service desk Service request Mgt Incident Mgt control the asset audit assets, related Problem Mgt lifecycle in media and Activities: collaboration with Business analysis conformity Service catalogue Mgt other practices Service design Validation and testing provide current and historical data, reports and support to other practices 21 Service configuration management Service level Mgt Capacity & performance Mgt Purpose: to ensure that accurate and reliable information about Availability Mgt the configuration of services, and the configuration items (CIs) Service continuity Mgt that support them, is available when and where it is needed. IT asset Mgt This includes information on how CIs are configured and the Service configuration Mgt Change enablement relationships between them. Release Mgt Configuration item: any component that needs to be managed Monitoring & event Mgt Service desk in order to deliver an IT service. Service request Mgt Service configuration management collects and manages information Incident Mgt (attributes) about a wide variety of CIs, typically including hardware, Problem Mgt software, networks, buildings, people, suppliers, documentation and Business analysis services. Service catalogue Mgt Service design Service configuration management also helps the organization to Validation and testing understand how the many CIs that contribute to each service work together. These connections are the relationships Eng Imp 1 Pln Configuration management system: a set of tools, data and 2 1 information that is used to support service configuration SVC management Del Des 2 3 Obt 3 22 Service configuration management Service level Mgt Capacity & performance Mgt Example configuration structure Availability Mgt Service continuity Mgt Types of CIs include IT S/W Server IT asset Mgt services, hardware, software, H/W Network Laptop Service configuration Mgt Change enablement buildings, people, and formal CI structure People Device Desktop documentation such as SLAs Release Mgt Monitoring & event Mgt Location SLA Smartphone and process documentation Service desk Service request Mgt Continuity Incident Mgt Doc Relevant details about CIs are plan Problem Mgt Business analysis SDP Service catalogue Mgt called attributes Service design Example CI Reference ID PC01 Validation and testing attributes State Live Make Desktop Model Disk 1 Tb capacity Memory 2 Gb 23 Service configuration management Service level Mgt Capacity & performance Mgt Planning: Availability Mgt who needs Service continuity Mgt what IT asset Mgt configuration Service configuration Mgt information Change enablement and why Release Mgt Monitoring & event Mgt audit Service desk identify applications Service request Mgt configuration and Incident Mgt items Problem Mgt infrastructure Business analysis Activities: Service catalogue Mgt Service design Validation and testing verify update when configuration changes records are deployed correct 24 Change Enablement Service level Mgt Capacity & performance Mgt Purpose: to maximize the number of successful IT changes by ensuring that Availability Mgt risks have been properly assessed, authorizing changes to proceed, and Service continuity Mgt managing a change schedule. IT asset Mgt Service configuration Mgt Scope: (defined by each organization, but) will typically include all IT Change Enablement infrastructure, applications, documentation, processes, supplier relationships Release Mgt Monitoring & event Mgt and anything else that might directly or indirectly impact a product or service. Service desk Change Enablement must balance the need to make beneficial changes that Service request Mgt Incident Mgt will deliver additional value with the need to protect customers and users Problem Mgt from the adverse effect of changes. Business analysis Service catalogue Mgt All changes should be assessed by people who are able to understand the Service design risks and the expected benefits and then authorized before they are deployed. Validation and testing This assessment, however, should not introduce unnecessary delay. Eng 1 Imp Pln 3 1 SVC Del Des 3 3 Obt 3 25 Change Enablement Service level Mgt Capacity & performance Mgt Change: the addition, modification, or removal of anything that could have a Availability Mgt direct or indirect effect on services. Service continuity Mgt IT asset Mgt Change authority: The person or group who authorizes a change. Service configuration Mgt It is essential that the correct change authority is assigned to each type of change to ensure Change Enablement that Change Enablement is both efficient and effective. In high velocity organizations, it is a Release Mgt common practice to decentralize change approval, making the peer review a top predictor of Monitoring & event Mgt Service desk high performance. Service request Mgt 3 types of change: Incident Mgt Problem Mgt Standard Business analysis Service catalogue Mgt Normal Service design Emergency Validation and testing 26 Change Enablement Service level Mgt Capacity & performance Mgt Standard changes Availability Mgt These are low-risk, pre-authorized changes that are well-understood and fully- Service continuity Mgt IT asset Mgt documented, and can be implemented without needing additional authorization. Service configuration Mgt They are often initiated as service requests, but may also be operational changes. Change Enablement When the procedure for a standard change is created or modified there should be Release Mgt Monitoring & event Mgt a full risk assessment and authorization as for any other change. Service desk This risk assessment does not need to be repeated each time the standard change Service request Mgt is implemented, only if there is a modification to the way it is carried out. Incident Mgt Problem Mgt Business analysis Service catalogue Mgt Service design Validation and testing 27 Change Enablement Service level Mgt Capacity & performance Mgt Normal changes Availability Mgt These are changes that need to be scheduled, assessed and authorized following a Service continuity Mgt IT asset Mgt standard process. Service configuration Mgt Change models, based on the type of change, determine the roles for assessment Change Enablement and authorization. Release Mgt Monitoring & event Mgt Some normal changes are low-risk, and the change authority for these is usually Service desk someone who can make rapid decisions, often using automation to speed up the Service request Mgt change. Incident Mgt Problem Mgt Other normal changes are very major and the change authority could be as high as Business analysis the board of management (or equivalent). Service catalogue Mgt Service design Initiation of a normal change is triggered by the creation of a change request. This Validation and testing may be created manually, but organizations that have an automated pipeline for continuous integration and continuous deployment (CI/CD) often automate most steps of the Change Enablement process. 28 Change Enablement Service level Mgt Capacity & performance Mgt Emergency changes Availability Mgt These are changes that must be implemented as soon as possible, for example, to Service continuity Mgt IT asset Mgt resolve an incident or implement a security patch. Service configuration Mgt Emergency changes are not typically included in a change schedule, and the Change Enablement process for assessment and authorization is expedited to ensure they can be Release Mgt Monitoring & event Mgt implemented quickly. Service desk As far as possible, emergency changes should be subject to the same testing, Service request Mgt assessment and authorization as normal changes, but it may be acceptable to Incident Mgt Problem Mgt defer some documentation until after the change has been implemented, and Business analysis sometimes it will be necessary to implement the change with less testing due to Service catalogue Mgt time constraints. Service design Validation and testing There may also be a separate change authority for emergency changes, typically including a small number of senior managers who understand the business risks involved. 29 Change Enablement Plan: 1 Changes to product and service portfolios, policies and practices all require a certain level of control, and the Change Enablement practice is used to provide it. 1 3 Design & transition Many changes are initiated as a result of new or changed services. Change Enablement Engage: activity is a major contributor to transition. Customers and users may need to be consulted or informed about changes, depending on the nature Obtain/build 3 Deliver & support 3 of the change. Changes may impact on delivery Changes to components are subject to and support; information on changes Change Enablement, whether they are must be communicated to personnel built in house or obtained from who carry this out. They may also help suppliers. in assessing and authorizing changes. Improve: 3 Many improvements will require changes to be made, and these should be assessed and authorized in the same way as all other changes. 30 Release management Service level Mgt Capacity & performance Mgt Availability Mgt Purpose: to make new and changed services and Service continuity Mgt IT asset Mgt features available for use. Service configuration Mgt Change Enablement Release: a version of a service or other configuration Release Mgt Monitoring & event Mgt item, or a collection of configuration items, that is made Service desk Service request Mgt available for use. Incident Mgt Problem Mgt may comprise many different infrastructure and application Business analysis components that work together to deliver new or changed functionality Service catalogue Mgt Service design may also include documentation, training (for users or IT Validation and testing Eng Imp 1 Pln staff), updated processes or tools, or any other components that are required. 1 2 SVC Del Des 2 3 Obt 2 31 Release management Service level Mgt Capacity & performance Mgt Releases can range in size from the very small, involving just one minor changed feature, to the very large, Availability Mgt Service continuity Mgt IT asset Mgt Service configuration Mgt involving many components that deliver a completely Change Enablement Release Mgt new service. Monitoring & event Mgt Service desk Activities: arranged in phases of Service request Mgt Incident Mgt Plan Problem Mgt Deploy Business analysis Service catalogue Mgt Review Service design Validation and testing New or changed infrastructure Deploy New or changed Release plan and Review infrastructure release New or changed infrastructure 32 Release management Service level Mgt Capacity & performance Mgt Plan Availability Mgt Service continuity Mgt specify the exact combination of new and changed IT asset Mgt components to be made available, and the timing for their Service configuration Mgt Change Enablement release. Release Mgt Monitoring & event Mgt This should be negotiated and agreed with customers and Service desk other stakeholders. Service request Mgt Incident Mgt Problem Mgt Will also describe the method for each release (physical installation, distribution Business analysis over removable media or a network, etc. Service catalogue Mgt Service design Validation and testing New or changed infrastructure Deploy New or changed Release plan and Review infrastructure release New or changed infrastructure 33 Release management Service level Mgt Capacity & performance Mgt Deploy Availability Mgt Service continuity Mgt Carry out the actions as specified in the plan to install, modify or IT asset Mgt remove services and/or components Service configuration Mgt Change Enablement In some environments, almost all of the release management work Release Mgt takes place before deployment, with plans in place as to exactly Monitoring & event Mgt which components will be deployed in a particular release. The Service desk Service request Mgt deployment (activation) then makes the new functionality Incident Mgt available. Problem Mgt Business analysis New or changed Deploy Release Review infrastructure Service catalogue Mgt Service design Validation and testing New or changed infrastructure Deploy New or changed Release plan and Review infrastructure release New or changed infrastructure 34 Release management Service level Mgt Capacity & performance Mgt Review Availability Mgt Service continuity Mgt A release post-implementation review enables learning and IT asset Mgt Service configuration Mgt improvement, and helps to ensure that customers are Change Enablement satisfied. Release Mgt Monitoring & event Mgt Service desk Service request Mgt This review can link to other practices (continual improvement, Change Incident Mgt Enablement) Problem Mgt Business analysis Service catalogue Mgt Service design Validation and testing New or changed infrastructure Deploy New or changed Release plan and Review infrastructure release New or changed infrastructure 35 Monitoring & event management Purpose: to systematically observe services and service Service level Mgt Capacity & performance Mgt Availability Mgt Service continuity Mgt components, and record and report selected changes of IT asset Mgt state identified as events. This practice identifies and prioritises infrastructure, Service configuration Mgt Change Enablement Release Mgt Monitoring & event Mgt services, business processes and information security Service desk events, and establishes the appropriate response to Service request Mgt Incident Mgt those events and conditions that could indicate Problem Mgt potential faults or incidents. Business analysis Service catalogue Mgt Event: an event can be defined as any change of state that has significance for the management of a Service design Validation and testing Eng 1 configuration item (CI) or IT service. Imp Pln 2 SVC 0 Events are typically recognized through notifications Del 3 Des 2 created by an IT service, CI or monitoring tool Obt 1 36 Monitoring & event management Service level Mgt Capacity & performance Mgt Types of event: not all events have the same significance Availability Mgt Service continuity Mgt or require the same response. IT asset Mgt Service configuration Mgt Events are often classified as: Change Enablement Release Mgt Information: these do not require action at the time they are Monitoring & event Mgt identified, but analysing the data gathered from them at a Service desk Service request Mgt later date may uncover desirable, proactive steps that can be Incident Mgt beneficial to the service Problem Mgt Business analysis Warning: these events allow action to be taken before any Service catalogue Mgt Service design negative impact is actually experienced by the business Validation and testing Exception: these events indicate that a breach to an established norm has been identified, for instance, to a service level agreement. Exception events require action, even though business impact may not yet have been experienced. 37 Monitoring & event management Service level Mgt Capacity & performance Mgt Availability Mgt identifying what Service continuity Mgt should be IT asset Mgt monitored Service configuration Mgt Change Enablement Release Mgt Monitoring & event Mgt implementing Service desk implementing and processes and Service request Mgt maintaining automations Incident Mgt monitoring, Problem Mgt required Business analysis Activities Service catalogue Mgt Service design Validation and testing establishing and establishing and maintaining maintaining thresholds for policies for events (info., handling detected warning or events exception). 38 Service desk Service level Mgt Capacity & performance Mgt Purpose: to capture demand for incident resolution and service requests, and to be the point of communication Availability Mgt Service continuity Mgt IT asset Mgt Service configuration Mgt for the service provider with all of its users. Change Enablement Release Mgt In other words, it acts as the entry point or single point of Monitoring & event Mgt contact for the IT or service organization (for a given group of Service desk Service request Mgt users) and could be: Incident Mgt Multiple local desks for groups of users for various reasons (language, Problem Mgt technology, devolution) Business analysis Service catalogue Mgt A centralized service desk in a single location Service design A virtual service desk which allows agents to work together from multiple geographically dispersed locations. Validation and testing Eng Imp 3 Pln Service desks provide a clear path for users to report issues, 2 0 queries and requests, and have them acknowledged, SVC Del Des classified, owned and actioned. 3 2 Obt 1 39 Service desk Service level Mgt Capacity & performance Mgt Service desks provide a variety of channels: Availability Mgt Service continuity Mgt phone calls, including specialized technology, such as interactive voice response (IVR), conference calls, voice recognition and others IT asset Mgt Service configuration Mgt Change Enablement Release Mgt service portals and mobile applications, supported by service and Monitoring & event Mgt request catalogues, and knowledge bases Service desk Service request Mgt chat, through live chat and chatbots Incident Mgt Problem Mgt email can be used for logging and updating, and for follow up Business analysis surveys and confirmations. Service catalogue Mgt Service design walk-in service desks where there are high peaks of activity that Validation and testing demand physical presence text and social media messaging, useful for notifications in case of major incidents and for contacting specific stakeholder groups public and corporate social media and discussion forums 40 Service desk Service level Mgt Capacity & performance Mgt Availability Mgt Service desks supporting technology includes: Service continuity Mgt IT asset Mgt intelligent telephony systems, incorporating computer- Service configuration Mgt telephony integration, interactive voice response and automatic call distribution. Change Enablement Release Mgt Monitoring & event Mgt Service desk workflow systems for routing and escalation Service request Mgt Incident Mgt workforce management and resource planning systems Problem Mgt Business analysis knowledge base Service catalogue Mgt Service design call recording and quality control Validation and testing remote access tools dashboard and monitoring tools configuration management systems. 41 Service desk Service level Mgt Capacity & performance Mgt Availability Mgt Good for Service continuity Mgt Devolution or IT asset Mgt specialisms Service configuration Mgt Change Enablement Where there are Release Mgt strong language, Monitoring & event Mgt cultural or political Service desk differences Service request Mgt Supporting Incident Mgt specialized or critical Problem Mgt user groups (VIPs) Business analysis Concentrating Service catalogue Mgt Service design specialist technical Validation and testing skills However, might: not collaborate use separate databases 42 Service desk Service level Mgt Capacity & performance Mgt Availability Mgt Good for Service continuity Mgt IT asset Mgt Improved resource usage Service configuration Mgt leading to reduced Change Enablement Release Mgt operational costs Monitoring & event Mgt Consistency of service and Service desk Service request Mgt comprehensive metrics Incident Mgt ONE database Problem Mgt Business analysis Service catalogue Mgt Service design Validation and testing 43 Service desk Service level Mgt Capacity & performance Mgt Availability Mgt Any user Any user Any user Good for Service continuity Mgt Rules-based routing Organizations with IT asset Mgt Desk @ A multiple locations Service configuration Mgt Change Enablement Supports a ‘follow the sun’ Release Mgt solution – only if locations Monitoring & event Mgt A, B & C cover the globe Service desk Any user Any user Any user Requires ONE shared Service request Mgt Incident Mgt database and well- Problem Mgt Rules-based routing controlled escalation and Desk @ B Business analysis good hand-over procedures Service catalogue Mgt (with co-ordinated time Service design Validation and testing zone) Any user Any user Any user Rules-based routing Desk @ C 44 Service desk & value chain Plan: 0 No significant link. 3 Design & transition 2 The service desk provides a channel for communicating with users about new and changed services. Service desk staff participate Engage: in release planning, testing and early life The service desk is the support. main channel for tactical and operational Obtain/build 1 3 engagement with users. Deliver & support Service desk staff can be involved in The service desk is the coordination acquiring service components used to point for managing incidents and fulfil service requests and resolve service requests. incidents Improve: 2 Service desk activities are constantly monitored and evaluated to support continual improvement, alignment and value creation. Feedback from users is collected by the service desk to support continual improvement. 45 Service request management Service level Mgt Capacity & performance Mgt Purpose: to support the agreed quality of a service by handling all pre-defined, user-initiated service requests Availability Mgt Service continuity Mgt IT asset Mgt Service configuration Mgt in an effective and user-friendly manner. Service request: a request from a user or user’s Change Enablement Release Mgt authorized representative that initiates a service action Monitoring & event Mgt Service desk Service request Mgt Incident Mgt that has been agreed as a normal part of service Problem Mgt Business analysis delivery. Service catalogue Mgt Service design Validation and testing Eng 3 Imp Pln 1 0 SVC Del Des 3 2 Obt 2 46 Service request management Service level Mgt Capacity & performance Mgt Availability Mgt What’s in a service request? Service continuity Mgt IT asset Mgt Service configuration Mgt a request for Change Enablement action Release Mgt Monitoring & event Mgt Service desk Service request Mgt feedback, Incident Mgt compliments a request for Problem Mgt and information Business analysis complaints Service catalogue Mgt Service Service design requests Validation and testing a request for a request for access(to a provision resource or (resource or service) service) 47 Service request management Service level Mgt Capacity & performance Mgt Availability Mgt Service continuity Mgt Initiation (request from user) IT asset Mgt Service configuration Mgt Change Enablement Release Mgt Monitoring & event Mgt Service desk Service request Mgt Activities: Since service Incident Mgt requests are pre-defined and Management Approval pre-agreed as a normal part of Problem Mgt (and (financial; service delivery, they can communication) technical; other) Business analysis usually be formalized, with Service catalogue Mgt clear, standard procedures Service design Validation and testing Fulfilment (by designated groups) 48 Service request management Service level Mgt Capacity & performance Mgt To be handled successfully, service request management Availability Mgt Service continuity Mgt should follow these guidelines: IT asset Mgt Service configuration Mgt Service requests and their fulfilment should be standardized and Change Enablement automated to the greatest degree possible. Release Mgt Monitoring & event Mgt Policies should be established regarding what service requests will Service desk be fulfilled with limited or even no additional approvals so that Service request Mgt fulfilment can be streamlined. Incident Mgt Problem Mgt The expectations of users regarding fulfilment times should be Business analysis clearly set, based on what the organization can realistically deliver. Service catalogue Mgt Service design Opportunities for improvement should be identified and Validation and testing implemented to produce faster fulfilment times and take additional advantage of automation. Policies and workflows should be included for the documenting and redirecting of any requests that are submitted as service requests, but which should actually be managed as incidents or changes. 49 Service request management & value chain Plan: 0 No significant link. 3 2 Design & transition Engage: Standard changes to services can be initiated Service request and fulfilled as service requests. management includes regular communication to collect user-specific Deliver & support requirements, set 2 Makes significant contribution 3 expectations, and to Obtain/build to normal service delivery; mostly provide status updates. The fulfilment of service requests may concerned with ensuring users continue require acquisition of pre-approved to be productive, and sometimes service components. heavily depends on fulfilment of requests. Improve: 1 Practice can provide channel for improvement initiatives, compliments and complaints from users. Also contributes to improvement by providing trend, quality and feedback information about fulfilment of requests 50 Incident management Service level Mgt Capacity & performance Mgt Purpose: to minimize the negative impact of incidents by restoring normal service operation as quickly as Availability Mgt Service continuity Mgt IT asset Mgt Service configuration Mgt possible. Incident: an unplanned interruption to a service, or Change Enablement Release Mgt reduction in the quality of a service. Monitoring & event Mgt Service desk Service request Mgt Incident Mgt Problem Mgt Business analysis Service catalogue Mgt Service design Validation and testing Eng 3 Imp Pln 2 0 SVC Del Des 3 2 Obt 2 51 Incident management Service level Mgt Capacity & performance Mgt Activities: Every incident should be logged and managed to ensure that it Availability Mgt Service continuity Mgt IT asset Mgt is resolved in a time that meets the expectations of the customer and user. Service configuration Mgt Change Enablement Release Mgt Monitoring & event Mgt Target resolution times are agreed, documented and Service desk communicated to ensure that expectations are realistic. Service request Mgt Incident Mgt Incidents are prioritised, based on agreed classification, to Problem Mgt Business analysis ensure that incidents with the highest business impact are Service catalogue Mgt resolved first. Service design Validation and testing 52 Incident management Responsibilities: incidents may be diagnosed and Service level Mgt Capacity & performance Mgt Availability Mgt resolved by people in many different groups, depending Service continuity Mgt IT asset Mgt on the complexity of the issue or the incident type: Service configuration Mgt Some incidents will be resolved by users themselves, using self- Change Enablement help. Release Mgt Monitoring & event Mgt Some incidents will be resolved by the service desk. Service desk More complex incidents will usually be escalated to a support team Service request Mgt Incident Mgt for resolution Problem Mgt Incidents can be escalated to suppliers or partners. Business analysis Service catalogue Mgt The most complex incidents, and all major incidents, often require a Service design temporary team to work together to identify the resolution. Validation and testing In some extreme cases, disaster recovery plans may be invoked to resolve an incident (service continuity) Some organizations use a technique called swarming to help manage incidents, which involves many different stakeholders working together initially, until it becomes clear which of them is best placed to continue and which can move on to other tasks. 53 Incident management & value chain Plan: 0 No significant link. 3 Design & transition 2 Engage: Incidents may occur in test Incidents are visible to environments, as well as during service release users; significant ones and deployment. Incident management also visible to customers. practice ensures these incidents are resolved Good incident in timely and controlled manner management requires regular communication, to understand issues, set Obtain/build 2 Deliver & support 3 expectations, provide Incidents may occur in Incident management makes a updates, and agree issue development environments. Incident significant contribution to support. has been resolved so the management practice ensures these Deliver and support value chain activity incident can be closed. incidents are resolved in timely and includes resolving incidents and controlled manner problems Improve: 2 Incident records are a key input to improvement activities, and are prioritized both in terms of incident frequency and severity. 54 Problem management Service level Mgt Capacity & performance Mgt Purpose: to reduce the likelihood and impact of incidents Availability Mgt Service continuity Mgt by identifying actual and potential causes of incidents, and IT asset Mgt Service configuration Mgt managing workarounds and known errors. Change Enablement Release Mgt Problem: A cause, or potential cause, of one or more Monitoring & event Mgt incidents. Service desk Service request Mgt Incident Mgt Known error: A problem that has been analysed and has Problem Mgt not been resolved. Business analysis Service catalogue Mgt Service design Usually focused on errors in operational environments; Validation and testing however, it contributes to most of the value chain activities Eng 2 Imp Pln 3 0 Example: helps in service level management, availability management, capacity & SVC performance management, software development & management and other practices Del Des 3 1 Obt 1 55 Problem management Service level Mgt Capacity & performance Mgt Availability Mgt Incident or Problem? Service continuity Mgt IT asset Mgt Problems are related to incidents, but should be distinguished Service configuration Mgt as they are managed in different ways. Change Enablement Release Mgt Incidents have an impact on users or business processes, and Monitoring & event Mgt Service desk must be resolved so that normal business activity can take Service request Mgt Incident Mgt place Problem Mgt Business analysis Problems are the causes of incidents. They require Service catalogue Mgt investigation and analysis to identify the causes, develop Service design Validation and testing workarounds, and recommend longer term resolution. This reduces the number and impact of future incidents. 56 Problem management Service level Mgt Capacity & performance Mgt Availability Mgt Activities: there are three distinct phases (collections of Service continuity Mgt IT asset Mgt activities) Service configuration Mgt Change Enablement Problem identification: identify and log problems Release Mgt Problem control: problem analysis, and documenting Monitoring & event Mgt Service desk workarounds and known errors (hence a shorter-term Service request Mgt Incident Mgt treatment to deal with or lessen the problem) Problem Mgt Business analysis Error control: identification of potential permanent solutions Service catalogue Mgt (hence a longer-term treatment to fix or eliminate the Service design Validation and testing problem) Problem Problem Error identification control control 57 Problem management Service level Mgt Capacity & performance Mgt Availability Mgt Problem identification: Service continuity Mgt IT asset Mgt performing trend analysis of incident records Service configuration Mgt Change Enablement detection of duplicate and recurring issues by users, service Release Mgt desk and technical support staff Monitoring & event Mgt Service desk major incident management identifying a risk that an incident Service request Mgt Incident Mgt could recur Problem Mgt Business analysis analysing information received from suppliers and partners Service catalogue Mgt Service design analysing information received from internal software Validation and testing developers, test teams, and project teams. Problem Problem Error identification control control 58 Problem management Service level Mgt Capacity & performance Mgt Problem control: Availability Mgt Prioritizing problems for analysis based on the risk that they pose, based on their Service continuity Mgt potential impact and probability (a risk-based approach) IT asset Mgt Consider all contributory causes, including causes that contributed to the duration Service configuration Mgt and impact of incidents, as well as those that led to the incidents happening. Change Enablement Analyse problems from the perspective of all four dimensions of service Release Mgt management. Monitoring & event Mgt Service desk Find and document a workaround for future incidents, based on understanding of Service request Mgt the problem (especially if problem cannot be resolved quickly) Incident Mgt Document such workarounds in problem records (can be done at any stage). Problem Mgt Workaround: a solution that reduces or eliminates the impact of an incident or Business analysis problem for which a full resolution is not yet available. Some workarounds reduce the Service catalogue Mgt likelihood of incidents. Service design Validation and testing Problem Problem Error identification control control 59 Problem management Service level Mgt Capacity & performance Mgt Error control: Availability Mgt Service continuity Mgt identify potential permanent solutions IT asset Mgt Service configuration Mgt raise a change request for implementation of a solution, but Change Enablement Release Mgt only if this can be justified in terms of cost, risks and benefits. Monitoring & event Mgt regularly re-assess the status of known errors that have not Service desk Service request Mgt been resolved, including overall impact on customers, Incident Mgt availability and cost of permanent resolutions, and Problem Mgt Business analysis effectiveness of workarounds. The effectiveness of Service catalogue Mgt workarounds should also be evaluated each time a Service design Validation and testing workaround is used. Workarounds may be improved based on the assessment. Problem Problem Error identification control control 60 Problem management & value chain Plan: 0 No significant link. Engage: 2 1 Problems with a Design & transition significant impact on Problem management provides information services are visible to that helps to improve testing and knowledge customers/users, who transfer. may wish to be involved in problem prioritisation, and status and plans for Obtain/build 1 Deliver & support 3 managing problems should be communicated. Problem management activities may Problem management makes a Workarounds are often identify product defects that are then significant contribution by preventing presented to users via a managed as part of this value chain incident repetition and supporting service portal. activities. timely incident resolution. Improve: 3 This is the main focus area for problem management. Effective problem management provides the understanding needed to reduce number of incidents and impact of incidents that can’t be prevented. 61 Business analysis Service level Mgt Capacity & performance Mgt Purpose: to analyse a business or some element of a business, define its associated business needs and Availability Mgt Service continuity Mgt IT asset Mgt Service configuration Mgt recommend solutions to address these needs and/or Change Enablement Release Mgt solve a business problem, which must facilitate value Monitoring & event Mgt creation for stakeholders. Service desk Service request Mgt Business analysis enables an organization to communicate its needs in a meaningful way, express the Incident Mgt Problem Mgt Business analysis Service catalogue Mgt rationale for change, and design and describe solutions Service design Validation and testing that can enable value creation in alignment with the Eng 3 organization’s objectives. Imp Pln 2 3 SVC Del Des 2 3 Obt 3 62 Business analysis Service level Mgt Capacity & performance Mgt Availability Mgt Utility requirements: Functional Service continuity Mgt IT asset Mgt requirements which have been defined Service configuration Mgt Change Enablement by the customer and are unique to a Release Mgt specific product Monitoring & event Mgt Service desk Service request Mgt Incident Mgt Warranty requirements: Typically non- Problem Mgt functional requirements captured as input from key stakeholders and other practices. Business analysis Service catalogue Mgt 99.99% Service design Validation and testing Organizations should aim to manage a