INFO8725 Week11 Information Technology Service Management (ITSM) PDF

INFO8725 Information Technology Service Management (ITSM) Week 11 AGENDA ITIL Practices This class will cover: Learn the purpose and key terms of ITIL practices Explain the 7 Foundati...

INFO8725 Information Technology Service Management (ITSM) Week 11 AGENDA ITIL Practices This class will cover: Learn the purpose and key terms of ITIL practices Explain the 7 Foundation ITIL Practices in detail including how they fit in the value chain 2 RECAP FROM LAST CLASS 3  Incident/Problem/Risk Management Incident Minimize the negative impact of incidents by restoring normal service operation as quickly as possible Problem Reduces the likelihood and impact of incidents by identifying actual and potential causes of incidents and managing workarounds and known errors Risk The art and science of identifying, analyzing, and responding to risk factors throughout the life of a project and in the best interest of its objectives 4 AVAILABILITY MANAGEMENT 5  Availability Management Related to how often a service fails, and how quickly it can be recovered after a failure Often referred to as mean time between failure (MTBF) and mean time to restore service (MTRS) Appropriate levels of availability need to be designed into each service 6  Availability Management Activities Negotiating and agreeing targets for availability Designing infrastructure and applications to meet agreed levels Ensuring that service and component data is collected to measure availability Monitoring, analysing and reporting on availability Planning improvements to availability 7 BUSINESS ANALYSIS 8  Business Analysis Business Analysis practice Analyze a business or some element of it Define its associated needs Recommend solutions to address these needs and/or solve a business problem Must facilitate value creation for stakeholders 9  Business Analysis Activities Analysing business systems, processes, services and architectures Identifying and prioritising improvements to the SVS, products and services Identifying and prioritising opportunities for innovation Evaluating and proposing actions to deliver improvement Documenting business requirements to enable improvements Recommending solutions and validate with stakeholders 10 CAPACITY AND PERFORMANCE MANAGEMENT (CPM) 11  CPM is Defined as Capacity is defined as Ensures that services achieve agreed and expected performance Satisfies current and future demands cost- effectively Performance is defined as A measure of what is achieved or delivered by a system, person, team, practice or service 12  CPM Service Performance Service performance describes The number of service actions performed within a timeframe The time required to fulfil a service action at a given level of demand Service performance relies on service capacity Describes the maximum throughput of a service or service component 13  CPM Activities Service performance and capacity analysis Monitors current performance and service modelling Service performance and capacity planning Includes requirements analysis, demand forecasting and resource planning, and performance improvement planning Poor capacity and performance management IS BAD! 14  Class Activity FoxFirst Consulting has been tasked with performing some Business Analysis for Capacity Planning with a new potential client. The client currently has 50 employees and plans to double in size due to unexpected growth. Use Business Analysis practice to determine needs and requirements for Capacity Planning to manage the desired outcome for the client. What are the things you need to consider to complete this process? IT ASSET MANAGEMENT 16  IT Asset Management Plans and manage the full lifecycle of all IT assets Maximize value Control costs Manage risks Support decision making about purchase, reuse, retirement and disposal of assets Meet regulatory and contractual requirements 17  IT Asset Management Activities Defining, populating and maintaining the asset register Providing storage facilities for assets and related media Controlling asset lifecycles Providing reports and data about assets as required Auditing assets as required, providing data for external audit activities 18 MONITORING AND EVENT MANAGEMENT 19  Monitoring and Event Management Manages events through their lifecycle Prevent, minimise or eliminate any potential negative impact Monitoring observes services and service components Detect potentially significant state changes or conditions Events are assessed and classified, and control action initiated A control action might be ‘do nothing’, continue monitoring, or initiate another practice like incident management Not all the outputs from monitoring become events 20 Monitoring and Event Management: Classification Informational No action required – Use for data analysis Warning Action needs to be taken to avoid negative impact Exception Action required - Negative business impact likely 21 SERVICE CONFIGURATION MANAGEMENT 22  Service Configuration Management Ensures accurate and reliable information about the configuration of services is available as needed And the configuration items that support them Collects and manages information on Configuration Items (CI) Hardware, Software, Networks and IT Services Buildings People Suppliers Documentation 23 SERVICE CONTINUITY MANAGEMENT 24  Service Continuity Management Ensures availability and performance of a service are maintained at sufficient levels in the event of a disaster Helps safeguard stakeholder and organization interests Supports Business Continuity Management (BCM) Assures that IT and IT services can be resumed following a disaster or a crisis Triggered by a disruption or risk outside the scope of normal response practices like incident and problem management 25 OPTIMIZE AND AUTOMATE 26  Optimize and Automate Optimisation means: “to make something as effective and useful as it needs to be Before an activity can be effectively automated, it should be optimized to whatever degree is possible and reasonable Automation typically refers to “the use of technology to perform a step or series of steps correctly and consistently with limited or no human intervention” 27  Optimize and Automate Automation can include Focusing on simplification and optimisation before automation Defining metrics to measure impact and value Using complementary guiding principles Progress iteratively with feedback Keep it simple and practical Focus on value Start where you are 28  Optimize and Automate Activities Understanding and agreeing the context for optimisation Assessing the current state Agreeing the future state and prioritise, focusing on simplification and value Ensuring stakeholder engagement and commitment Executing improvements iteratively Monitoring the impact of optimisation continually Important to simplify and/or optimise activities before automation 29  ITIL 4 “BIG PICTURE REMINDER” 30 Source: ValueInsights.ch 31  WRAP-UP ASSIGNED & DUE, OPEN DISCUSSION 32 Assigned and DUE Assigned and DUE: Weekly Discussion Forum Postings 33 Summary Today’s learning outcomes have been: This class covered ITIL Practices: Learn the purpose and key terms of ITIL practices Explain the ITIL Practices in detail including how they fit in the value chain 34