INFO8725 Week 3 ITSM - Conestoga College PDF

INFO8725 Information Technology Service Management (ITSM) Week 3 AGENDA Values in the form of Services This class will cover: Services Service Relationships 2 RECAP FROM LA...

INFO8725 Information Technology Service Management (ITSM) Week 3 AGENDA Values in the form of Services This class will cover: Services Service Relationships 2 RECAP FROM LAST CLASS 3  RECAP RECAP ITIL 4 - Service Value ITIL 4 - Service Value System Chain PRODUCTS AND SERVICES 5  Products and Services The services an organization provides are based on one or more products Products are created from the resources the organization has access Resources include: People Information & Technology Value streams Processes Suppliers & Partners 6  Services Services are a means of delivering value to customers Facilitating the outcomes customers want to achieve Facilitates the desired outcomes Enhancing the performance of the service delivery tasks Reduce the effect of constraints Technology limitations, funding, or regulation This is a recurring pattern in the delivery of a wide range of services Always adjusting to meet the specific requirements of each business 7  Services Outcome(s) ITIL defines the term outcome Result of carrying out an activity, following a process, or delivering an IT service The term is used to refer to intended results AND actual results Focusing on the desired outcome achieves IT and business integration, rather than IT and business alignment 8  IT Service ITIL defines an IT service A service provided by an IT service provider Combination of information technology, people and processes A customer-facing IT service directly supports Business processes of one or more customers Service level targets should be defined in a service level agreement Supporting services not directly used by the business 9  Types of Service ITIL defines the Types of an IT service Core Services Deliver the basic outcomes required by one or more customers Provides the capability for the business-critical functions to take place Enabling Services Needed to ensure that the core service can be delivered successfully Enhancing Services Enhance the core service, making it more attractive 10  Types of Customers Internal Customers Work in the same organization as the service provider External Customers Not employed by the organization or are a separate legal entity Pay for services under agreement through a legally binding contract 11  Stakeholders Individuals or groups involved with an organization, service, or project Customers Individuals or groups that buy goods or services May be internal to the organization or external Users Refers to individuals or groups that use the service on a day-to-day basis Distinct from customers as they have no overall authority over the service, and customers may not use the service directly Suppliers Supply of goods or services required to deliver IT services 12  Utility & Warranty Utility: The functionality offered by a product or service to meet a particular need What the Service Does = Fit for Purpose Warranty: Assurance that the product or service meets requirements How the service performs = Fit for Use  Service Relationship & Offering Service Relationship: A co-operation between a service provider and service consumer Service Offering: Formal description of one or more services, designed to address the needs of a target consumer group This may include goods, access to resources, and service actions  Class Activity FoxFirst Consulting is providing services for an organization with traveling developers. These developers need to collaborate with each other and their teams back at the office weekly Provide them with a computing solution to remove the following constraints: Distance, File Sharing, Weekly touchpoint meetings, system backup Ensure that recommended solutions are FIT FOR PURPOSE & FIT FOR USE GUIDING PRINCIPLES 16  ITIL Guiding Principles Key to helping an organization adopt and adapt service management Focus on value Holistic Thinking Iteratively Progress Keep it simple and & Feedback practical Start where you Optimize and are automate Collaborate and promote visibility 17 What is a Guiding Principle: A guiding principle is a recommendation that guides an organization The guiding principles remains relevant Goals, No matter the Organizational Management strategies, type circumstances changes structure of work, 18  ITIL Guiding Principle - Focus ITIL guiding principles do not stand alone They interact and depend on one another ITIL Focus on value is applicable to all relevant stakeholders and how they define value Acting on feedback and progressing iteratively is core to an Agile approach Thinking and working holistically helps include necessary elements 19  Everything that the organization does needs to map, directly or indirectly, to value for the stakeholders Focus on Value This includes the experience of customers and users 20  Class Activity BobTheCat Enterprises has contracted the Who will receive value from the service? services of FoxFirst Consulting to provide computer hardware, storage, business 1. Why does the consumer use the services? continuity, and remote & on-premise support. 2. What do the services help them to do? Using the values above combined with details on the right, discuss why BobTheCat Enterprises would 3. How do the services help them achieve their goals? need your service 4. How important is cost to the service consumer? Make sure you describe what value you bring to the customer 5. What are the risks for the service consumer? Follow the five points from that slide and suggest answers to the different questions  Build on what already exists Leverage the services, processes, Start Where You Are programs, projects and people that is already available Evaluated to see if they can be used to create the desired outcome 22  “Start Where You Are” Benefits You don’t have to reinvent the Will help save: wheel Time Effort Money 23  “Start Where You Are” Steps Evaluate Achieve Retain Evaluate where you Achieve a clear Retain what can be are: Identify the understanding of utilized: Apply the current state what you are trying principle to have: Measurement is key 24  Progress Iteratively with Feedback Do not attempt to do Organized work into Use feedback before, everything at once small, manageable throughout and after sections each iteration 25  Agile Approach to Evaluation Change is always Output of one happening so activity is used as feedback is sought input of another – and used at every Feedback Loop level 26  Value of using Agile A FASTER AND MORE FLEXIBLE RESPONSE THE ABILITY TO DISCOVER AND RESPOND IMPROVED UNDERSTANDING ON PROJECT TO CHANGING CUSTOMER AND BUSINESS TO FAILURE EARLIER, ENSURING IMPROVED TEAM REGARDING WHERE THEIR WORK NEEDS QUALITY IN THE FINAL OUTPUT COMES FROM, WHO RECEIVES THE OUTPUTS THEY PRODUCE 27  WRAP-UP ASSIGNED & DUE, OPEN DISCUSSION, ISDS 28 Assigned and DUE DUE: Week #2-3 Discussion Forum Postings 29  Independent Self-Directed Study (iSDS) Use the “Start Where you are” and Progress iteratively with Feedback principle” Due to rapid growth of the organization, three of the larger offices have been converted to meeting spaces (Boardroom/Conference Rooms). Describe how you would prepare the rooms for any likely requirements that meetings have/need, such as: web conferencing, presentations, access (staff and client), printing, sharing etc. For this activity, assume that the business is fully integrated into Office 365. Include a diagram in your proposal (simple network of the new layout, or a process flow diagram outlining the steps required to complete the process) Independent Self-Directed Study (iSDS) Read Chapter #5 Summary Today’s learning outcomes have been: Values in the form of Services Services Service Relationships Guiding Principles 32