6. Business Perspective Of IT 1 IT Management Processes 4 Source: ITIL – The Business Perspective On Your IT Infrastructure; Understanding And Improving 3 2 Corp. Or Management Processes Primary Business Processes Business Support Processes Innovation, Development, Knowledge Transfer Processes Inputs, materials, data Products and Services IT Management Processes 1. Align IT Capabilities With Business Strategy 2. Plan IT Service Provision 3. Meet Customer Service Needs 4. Produce, Deliver & Support IT Services 5. Manage Underpinning Services & Products Suppliers IT Users Business Customers
24. Service Management Model & Deming CHECK PLAN ACT DO PDCA Cycle Of Continuous Improvement Quality is a race without a finish line! David Kearns, Former CEO, Xerox Corp.
25. It Is All About Building Relationships SLR OLA + UC Draft SLA Catálogo de Servicios Service Level Management Business Requirements Capabilities Negotiate SLA
29. Object Model Example Service Service System Organization Software Document Document Document Server Enterprise Server Software Network Device (LAN) Configuration Mgmt Data Model with Attributes 1 of 2 System Organization Database
30. Mapping Services To Customers Customer Service Matrix CI Service Matrix S1 S2 S3 S4 S5 S1 S2 S3 S4 S5 Services Services CI 1 CI 2 CI 3 CI 4 CI 5 X = service down A = service affected, alternative CI available B = service affected, backup CI available after service restoration Component Failure (Impact) Index Analysis X X X X X A X X X A A X X B B X X X X X X X X X X X X X X X
31. Service Classification Impact Urgency Department/LOB/Branch/Group of VIPs (High) High High Critical Small Group of Users or VIP (Medium) Medium High Critical Single User (Low) Low Medium High Non-Urgent Services (Low) Support Services (Medium) Core Business Services (High)
1.5 Structure and scope of the ICT book Figure 1.5 of the ICT book presents the main ICTIM processes described in detail in the following chapters of this book. The relationships to each other and with Service Management and Application Management are also shown. The main ICTIM processes as shown in Figure 1.5 are: Design and Planning – concerned with the creation and/or improvement of the ICT solution Deployment – concerned with the implementation and rolling out of the business and/or ICT solution as designed and planned, with minimum disruption to the business processes Operations – concerned with the daily housekeeping and maintenance of the ICT infrastructure Technical Support – concerned with structuring and underpinning other processes to guarantee the services delivered by ICTIM.
1.5 Structure and scope of the ICT book Figure 1.5 of the ICT book presents the main ICTIM processes described in detail in the following chapters of this book. The relationships to each other and with Service Management and Application Management are also shown. The main ICTIM processes as shown in Figure 1.5 are: Design and Planning – concerned with the creation and/or improvement of the ICT solution Deployment – concerned with the implementation and rolling out of the business and/or ICT solution as designed and planned, with minimum disruption to the business processes Operations – concerned with the daily housekeeping and maintenance of the ICT infrastructure Technical Support – concerned with structuring and underpinning other processes to guarantee the services delivered by ICTIM.
“ The most effective way of managing all aspects of services through their lifecycle is by using the Service Portfolio.” Important Concept: A Service Portfolio describes a provider’s services in terms of business value. Helps clarify the following strategic questions: Why should a customer buy these services? Why should they buy these services from you? What are the pricing or chargeback models? What are my strengths and weaknesses, priorities and risks? How should my resources and capabilities be allocated? NEW: Service Knowledge Management System (SKMS) – something that the service portfolio should form part of. Important Concept – Ownership of the Service Portfolio: Owned and Managed by Service Strategy within the Service Portfolio Management Process Designed by Service Design Further narrative covers the content of a Service Portfolio and the positioning of the Requirements Portfolio as a subset.