INFO8725 Week 2 - Information Technology Service Management (ITSM) PDF

INFO8725 Information Technology Service Management (ITSM) Week 2 AGENDA Values in the form of Services This class will cover: Service Management concepts ITIL Terminologies and Definitions Service Management Rol...

INFO8725 Information Technology Service Management (ITSM) Week 2 AGENDA Values in the form of Services This class will cover: Service Management concepts ITIL Terminologies and Definitions Service Management Roles 2 RECAP FROM LAST CLASS 3 RECAP: ITIL 4 - Service Value System - Diagram RECAP: ITIL 4 - Service Value Chain - Diagram RECAP: Four Dimensions of Service Management ITIL TERMINOLOGY AND DEFINITIONS 7  ITIL Service Definition A means of enabling value co-creation by facilitating outcomes that customers want to achieve, without the customer having to manage specific costs and risks True service is often a product of co-creation - collaboration  ITIL “Utility” ITIL defines Utility as: The functionality offered by a product or service to meet a particular need What the service do? Is the service “fit for purpose?” Does the service support the performance of the customer?  ITIL “Warranty” ITIL defines Warranty as: How the service performs and can be used to determine whether a service is “fit for use” Does the service meet the requirements for: Availability, Capacity, Security, and Continuity Will this service be here when I need it?  ITIL “Service Consumer” ITIL defines “Who is a Service Consumer?” as: Service consumer is used to describe those receiving services Service consumers include: Customers Users sponsors  ITIL “Service Management” ITIL defines Service Management as: A set of specialized organizational capabilities for enabling value for customers in the form of services  ITIL “Products and Organizations” ITIL defines Products and Organizations as: Products are configurations of the organization’s resources that will be potentially valuable for their customers Organizations are a person or a group of people that has its own functions with responsibilities, authorities, and relationships to achieve its objectives  ITIL “Service Providers & Stakeholders” ITIL defines Service Providers and Stakeholders as: Service Providers are the organization or structure that delivers a service to another Stakeholder is “a person(s)” who has an interest in an organization, project, service OUTCOME | COST | RISK 15  Outcome | Cost | Risk - Definition Outcome: A result for a stakeholder enabled by one or more outputs. Cost: The amount of money spent on a specific activity or resource Risk: A possible event that could cause harm or loss or make it more difficult to achieve objectives. THE RACI MODEL 17  The RACI Model Responsible, Accountable, Consulted and Informed Model is used to track who is doing what Provides clear mapping of roles To manage resources and roles for work or task delivery Resources can be drawn from different functional areas  RACI Model for Role Mapping Only one person can be Accountable for any task and has authority Responsible can be many and they get the work done Report to the Accountable resource about their progress Some resources are Consulted to get a task done Usually a person with specific knowledge Could be a document store, or Internet search (These resources need to be tracked) Other resources need to be Informed Stakeholders who track and understand how the task is proceeding Business sponsors is an example of Informed  The RACI Model Matrix RACI models are often shown as a matrix Identify activities Identify roles Assign RACI codes Identify gaps or overlaps Distribute the matrix for feedback Monitor the roles RACI Model Example A simple RACI Matrix (Source: ITIL 4 Essentials book)  Class Activity FoxFirst Consulting has been tasked with providing Office365 Management for a company Cloud Solution - All SharePoint Performance - Farm Connectivity Problems Costs SharePoint Performance - Tenant Licensing Security Account Creation Account Permissions The FoxFirst team is outlined below. Create a RACI Matrix to role map responsibilities for this project Owner/President IT Manager Enterprise Content Manager SharePoint Farm Administrator Customer SharePoint Tenant Administrator ITIL SUCCESS 23  ITIL Service Management Concepts ITIL is recognized worldwide as a best-practice approach for Delivering IT services and IT service management Focuses on the processes, functions, and capabilities Required to support IT services in business ITIL’s best-practice approaches to IT are the benchmarks For delivering IT services efficiently Must enable IT service providers to meet the needs of the customer While remaining cost-effective and within the customer’s budget 24  ITIL SUCCESS ITIL is THE most recognized approach for service management excellence Widespread adoption based on a practical approach The guiding principle is to ensure that all efforts have a common goal Deliver IT services that support the requirements of the business Deliver value to the organization 25  ITIL Vendor Neutrality Not based on a specific technology platform or industry type Owned by the U.K. government Has no associations to any commercial proprietary practices or solutions Guidance is applicable across any industry sector or enterprise Allows it to be globally adopted by any organization 26  ITIL Nonprescriptive Formula ITIL recommends the approach of “adopt and adapt” ITIL adopts and adapts to meet the specific requirements for value creation Contains time-tested, robust, and mature practices Relevant to public and private sectors, internal and external service providers, and organizations of any size Not dependent on the technological environment Provides pragmatic guidance applicable and adaptable to any situation 27  ITIL Best Practices ITIL delivers accumulated knowledge and guidance From the best global sources of service management practices Describes practices that enable organizations to Deliver benefits, return on investment, and value on investment 28  ITIL Framework Adoption Factors that motivate organizations to adopt the framework Creation of value for customers through the services provided The emphasis on integration with the business Ensures that the business strategy and customer requirements are reflected in the service management strategy The ability to Measure, monitor, optimize IT services and the performance of service providers Management of the investment for IT services and budgetary controls 29  ITIL Framework Adoption (2) Risk management in alignment with the business Knowledge management across the service management enterprise The delivery of services effectively and efficiently Through the management of the resources and capabilities required Adoption of a standard approach to service management 30  ITIL Framework Adoption (3) A change of culture as part of the approach to service management Developing and maturing the processes to deliver effective IT services Interaction and Relationship Improvement Coordinate the delivery of goods and services 31  WRAP-UP ASSIGNED & DUE, OPEN DISCUSSION, ISDS 32 Assigned and DUE Assigned: Weekly Discussion Forum Postings 33  Independent Self-Directed Study (iSDS) Complete your RACI Matrix from the class Activity Read Chapters #7 and #8 Review the content from this week’s lecture Summary Today’s learning outcomes have been: Values in the form of Services Service Management concepts ITIL Terminologies and Definitions Service Management Concepts 35