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111 Cards in this Set
- Front
- Back
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Five Phases of the Service Lifecycle |
Service Strategy Service Design Service Transition Service Operation Continual Service Improvement |
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Value is comprised of what? |
- Utility & Warranty. - Defined by customer to achieve objectives. - Perception is everything. A service only contributes value if the value is perceived to be greater than the cost of the service. |
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Utility |
"Fit for purpose" Service meets a particular need (what the customer gets) |
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Warranty |
"Fit for use" Service is available as needed with sufficient capacity, continuity, and security (how it is delivered). |
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Warranty Processes |
Availability, Capacity, Continuity, Security |
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What is a service? |
Means of delivering value to customers by facilitating outcomes.
Defined by the 4 Ps. |
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The 4 Ps |
Used in Service Design to define an IT Service
People - who does what? Processes - what to do? Products - the tools & infrastructure Partners - sourcing strategy "make or buy" |
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Three types of IT Service |
Core - What the customer gets Enabling - What makes it go Enhancing - Cool stuff, addons |
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Capability |
Service Management
Take the form of Processes and Functions to carry out an activity. |
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ITSM Roles |
Service Provider Customer - defines and agrees to Service Levels User - Uses the IT Service on a day to day basis Supplier - 3rd party responsible for supplying |
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Three types of Service Providers |
Type I - Internal - imbedded in a business unit Type II - Shared Service - internal provider shared across one or more business units Type III - External Service Provider - provides to external customers |
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Governance |
Transparency
Checks and balances. Who can make decisions, threshold, acceptable levels? |
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ISO 20000 |
International standard which ITIL v2 was the reference.
Deming's Plan > Do > Check > Act |
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PDCA |
Plan > Do > Check > Act! |
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Resource |
Physical things as part of Service Management
Used to deliver IT Services. Useless without Capabilities. |
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Internal vs. External |
Internal services are deliver to departments or business units that support internal activities. External services achieve business outcomes. |
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Processes |
Structured set of activities designed to achieve an objective.
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Process characteristics |
Measurable Specific results Have customers/stakeholders Event specific |
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Functions |
A team or group specialized to perform certain types of work who are responsible for specific outcomes.
1. Service Desk 2. Technical Managment. 3. Application Management. 4. IT Operations Managment. |
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Service Desk |
Function
Single Point of Contact for all users |
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Technical Management |
Function
Provides technical skills and resources for ongoing operation of IT |
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IT Operations Management |
Function
Daily operational activities to manage IT services and the operation infrastructure. |
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Application Management |
Function
Managing applications throughout their lifecycle |
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Process Owner |
Role
Ensure the process performs as documented.
"Fit for purpose", "sponsorship", "strategy", |
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Roles that span the Service Lifecycle |
Process Owner, Process Manager, Process Practitioner, Service Owner |
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Process Manager |
Service Lifecycle Role
Runs the process. Coordinate, ensure activities, monitor performance, implement improvements |
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Process Practitioner |
Service Lifecycle Role
Does the work. RACI diagram. Performs the activities. Document records. |
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Service Owner |
Service Lifecycle Role
Liason. Delivery of a service to customers. BRM. Communication. |
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RACI Model |
aka Authority Matrix, roles for Service Delivery
Responsible - person/group getting the job done Accountable - single person for quality Consulted - input people Informed - people kept up to date |
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Risk |
Uncertainty on objectives.
Identify, Analyze, Manage
*Availability, Continuity, Security, Change, Release |
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Risk-based Processes |
Security, Availability, Continuity
Release & Change |
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Business Case |
Justification for expenditure. |
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Communication |
Essential element in all aspects of the Service lifecycle. Relied on most in Service Operations. |
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Service Portfolio |
Ability of a service provider to serve customers in market spaces.
Service Pipeline Service Catalog Retired Services |
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Priority |
Impact + Urgency |
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Service Strategy (phase) |
Value and alignment. Phase at the core of the Service Lifecycle.
Financial Management Service Portfolio Management Business Relationship Management |
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Financial Management |
Service Strategy
Secures funding to design, develop, deliver services.
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Service Portfolio Management |
Complete set of services that are managed by a service provider*
Service Pipeline Service Catalog Retired Services |
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Business Relationship Management (BRM) |
Establish and maintain a link between the service provider and the customer. Understands the business requirements and is able to deliver. |
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Service Strategy key concepts |
Value Risk Management Business Case Service Portfolio Service Catalog |
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Service Design (phase) 8 things |
"How I want to do it" Turns strategy into a plan and produces a SDP.
Design Coordination, Service Catalog Mgmt, Service Level Mgmt, Availability Mgmt, Capacity Mgmt, IT Service Continuity Mgmt, Information Security Mgmt, Supplier Mgmt |
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SDP |
Service Design Package
Defines all aspects of IT services throughout their lifecycle.
Service lifecycle plan.
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5 Aspects of Service Design |
STAMP
Service Solutions - SDP is the output Managment Tools Architectures - strategic blueprint Processes Required Metrics and Methods |
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Sourcing Strategies |
Process of Service Design (Phase)
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Service Transition |
"Anything that moves" "Service changes"
Change Management Release & Deployment Management Service Validation and Testing Change Evaluation Knowledge Management (SKMS) |
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SKMS |
Service Knowledge Management System
Included: Configuration Management System, CSI Register, Budgets, Policies, Process Plans, Project Plans |
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Service Operation (process) |
"Run it. Support it."
Event Management Incident Management Problem Management Request fulfillment Access Management
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4 Functions of Service Operation |
Service Desk Technical Management Application Management IT Operations Management |
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Transition Planning and Support |
Transition Process
Ensures planning and coordination of resources to meet a Service Design (ie capacity for a release). Good for handling a high volume of change.
Broad scope. |
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Change Management |
Transition Process
"Approve, Schedule"
Ensures changes are implemented in a controlled fashion. |
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Service Asset & Configuration Management (SACM) |
Transition Process
Asset management. Manages service assets and Configuration Items.
"*Attributes, *Relationships" |
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Release and Deployment Management |
Transition Process
Build, test, deploy.
As specified in Service Design |
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Knowledge Management |
Transition Process Ensures reliable and safe information is available to improve decision quality. |
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Event Management |
Informational, Exception
review all events in order to monitor performance and then through definition, automate corresponding activities |
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Incident Management |
restore service as quickly as possible |
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Request fulfillment |
deals with service requests |
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Access Management |
allows or denies user access to a service |
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Problem Management |
finds root cause of incidents and determines an action |
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Service Desk |
SPOC for users. All incidents, access, and service requests. |
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Technical Management |
Those who provide technical expertise and knowledge to support and manage the infrastructure. |
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Application Management |
Manages applications throughout their lifecycle |
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IT Operations Management |
Performs the daily operation activities needed to manage the infrastructure.
Facilities, IT Ops Control (routine tasks) |
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Continual Service Improvement *CSI (phase) |
Collecting. Underpins all other phases, on-going.
7-step improvement process |
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7 Step Improvement |
Identify > Define > Gather > Process > Analyze > Present > Implement improvements. |
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SMART metrics |
Specific, Measurable, Achievable, Relevant, Timely |
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CSI Critical Success Factors |
Vision > MIssion > Goals > Objectives (business)
CSF > KPI > Metrics > Measurements |
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CSF |
Critical Success Factors
The behavior being measured.
Supported by 1 or more KPIs |
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KPI |
Key Performance Indicators
The specific metrics |
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Metrics |
Point in time collection. Measures whether or not a variable meets its defined target.
Technology metrics, Process metrics, Service metrics. (TPS) |
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CSI Register |
Backlog of great ideas, improvement initiatives.
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Continual Service Approach |
*not a phase or process. Only the 7 step is a process. *cross referenced in the Deming PDCA model
Vision > Where are we now > etc... > Keep the momentum going > |
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SLM v BRM |
SLM is much more operationally oriented
BRM is strategic in nature for customer satisfaction |
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Design Coordination |
*Process of Service Design phase
Ensures the design phase are met by providing a single point of coordination and control.
Consistent approach. |
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Service Catalog Management |
*Process of Service Design phase
Single source of consistent information for all operational services (live or transitioning).
"2 view or 3 view"
Does NOT include Requests or SACM*** |
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2 view catalog vs. 3 view catalog |
3 view catalog has Retail customer view
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Service Level Management |
*Process of Service Design phase
Ensures an agreed level of services is provided. |
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Service Level Requirement |
One of the first documents produced and it is the customer requirements for an IT Service |
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Service Level Agreement |
The formally negotiated document that includes both quantitative and qualitative measurements for targets. |
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Operational Level Agreement |
An agreement between an IT Service Provider and another part of the same organization. |
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Underpinning Contract |
The legal contract in the SLM with an external supplier detailing the delivery of goods/services. |
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Service Improvement Plan |
Formal plan to implement improvements to a process or IT service. Result of the SLAM. |
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SLA Monitoring chart |
"At a glance" overview of service achievements measured against SLAs. |
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Service Based SLA |
*SLA Activity in Design SLA Framework
SLA covers one service for all Customers. Create multiple levels of SLA based on the type of service. Use this type of SLA for generic services. |
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Customer-based SLA |
Covers all services for a specific customer. Easier to negotiate as it can be contained in a single document. |
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Multi-level SLA |
SLA simplifies maintenance by reducing the number of required SLAs but more effort in types of SLAs = Corporate, Customer, Service Level |
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Availability Management |
Service Design Process
Ensures uptime for customer needs that impact Vital Business Functions.
Both Reactive and Proactive. Service and component. |
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AMIS |
Availability Management Information System
Contains all the measurements and info required to complete the AM process and provide information (part of the SKMS). |
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Capacity Management |
Service Design Process
Ensures Capacity and performance of IT services matches the current and future agreed needs of the business.
Proactive improvements. Service, business, and component |
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Three Components of Capacity Management |
Business, Service, Component.
Prediction. |
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Capacity Plan |
Key output of Capacity Management and should be used by all areas of the business. |
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IT Service Continuity |
Service Design process.
Disaster and vulnerability.
Preserves high customer and user confidence. |
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Business Impact Analysis |
*IT Service Continuity (ITSCM) concept
BIA quantifies the impact of a service loss to the business.
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Risk Assessment |
*IT Service Continuity (ITSCM) concept
A risk profile is the outcome, defines risks that are acceptable (or not). |
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Information Security Management |
Service Design process*
CIA approach objectives. Ensures that information security is effectively managed in all service activities |
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CIA |
Confidentiality - info is used only to those who have a right to know Integrity - info is complete, accurate and protected against unauthorized access Availability - information is available and usable when required |
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Supplier Management |
Service Design process
Manages suppliers and their services to provide seamless IT Service quality and ensure value. |
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Types of change requests |
Standard, Normal, Emergency |
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Change models |
Repeatable way of dealing with a particular type of change. Specific pre-defined steps. |
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Change proposal |
Used for major changes that have significant cost, risk, impact.
Usually initiated via Service Portfolio Management |
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Remediation planning |
Absolute requirement. Stated strategy of what to do if the change doesn't work. |
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CAB/ECAB |
Advisory boards to support the authorization of change. Need to understand the |
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Lifecycle of a normal change |
Full model |
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Four phases of release and deployment |
Each phase needs change*
Release and Deployment Planning Release build and test Deployment Review and close |
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Release Policy |
Type of release (major/minor/emergency) Roles for each stage Expected frequency How grouped into a release Automation mechanisms Capture of configuration baseline Exit and entry criteria Authorization for early life support |
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DIKW & SKMS |
Data to information to Knowledge to Wisdom |
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Definitive Media Library |
Secure library where copies of software are stored. In-house stuff, documentation.
Software is an asset. |
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CMS |
Configuration Management System
All the data gathered in the CMDBs. CI data and relationships between them all. |
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Release Unit |
Collection of components put into prod according to the release policy |
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Release package |
Single release unit or collection of units |
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Incident sequence |
Identify > Log > Categorize .... etc |
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Metric types |
TPS |
