IT Service Management

Lynne Dawson
October 2008

MCE – 2008/9 Sheffield Hallam University

 The Plan

•Schedule

•What is IT Service and IT Service Management

•Service Elements

•Good Practice - ITIL

•Common Mistakes

MCE – 2008/9 Sheffield Hallam University

Schedule
Wk1 Introduction to Service Management

Wk2 SLM and SLA's

Wk3 Service Desk

Wk4 Incident and Problem Management

Wk5 Configuration Management

Wk6 CANCELLED - Graduation

Wk7 Capacity Management

MCE – 2008/9 Sheffield Hallam University
Schedule
Wk8 Change Control

Wk9 Release Management

Wk10 Assessment Guidance

Wk11 Implementing ITIL

XMAS

MCE – 2008/9 Sheffield Hallam University

Individual Assignment
Issued: week beginning 6th October
Hand-in: SLA – Friday 5th December 2008
(both parties hand-in)
Individual Evaluation - Friday 19th Dec 2008
Electronic Submission via Blackboard
Need to produce an SLA

Work in pairs - one as the Service Provider

- one as the Customer/User

Assignment is review/evaluation of the SLA

•why SLAs are needed
•the SLA creation process
•suitability of SLA for you (as Service Provider/Customer)
MCE – 2008/9 Sheffield Hallam University
 What is an IT Service?
An "IT Service" is a set of IT-related functions (HW & SW)

User Web Server Application Server Database Server

IT is the business
and

The business is IT
IT Services satisfy various business needs and customer
requirements

MCE – 2008/9 Sheffield Hallam University

What is IT Service Management?
IT Service Management is the totality of IT Service
Provision, including the management of the
infrastructure and the environment
Kietil Kvernflaten, OAG Norway

INFRASTRUCTURE ENVIRONMENT

IT Service IT Service IT Service IT Service

Good IT Service Management ensures that Customer

•requirements; and
•expectations
are met with consistency.
MCE – 2008/9 Sheffield Hallam University
IT Service Management Objectives
•To align IT Services with the current and future needs
of the Business and its Customers

•To improve the quality of the IT services delivered

•To reduce the long term cost of service provision

Needs

Cost Quality
MCE – 2008/9 Sheffield Hallam University
 Key Elements
Customer / End Users Service Manager / Team

PEOPLE Production Acceptance

Executive Sponsor Team

Change Control Hardware

Problem Management
Software
PROCESS PRODUCTS
Capacity Planning Tools / Technology
Configuration
Management
PARTNERS
Project Manager / Team Suppliers / Outsourcers

MCE – 2008/9 Sheffield Hallam University

IT Infrastructure Library
ITIL is the de facto standard in IT Service Management
Developed by the UK Government in late 1980's

ITIL is a framework is used to

•structure existing processes/policies
•determine a new way of thinking and acting

Now adopted worldwide as best practice

Based on:
•More than one person
•More than one organisation (partner) &
•More than one technology (product)
•More than one event (process)
MCE – 2008/9 Sheffield Hallam University
 IT Infrastructure Library
The ITIL Framework:
•looks at different areas of IT Management
•highlights the relationships between them
•uses a common language between the different areas
IT SERVICE
Service Transition SUPPORT
Continual
Service
IT SERVICE
Improvement
DELIVERY SERVICE
STRATEGY

Service Service
Design Operation

MCE – 2008/9 Sheffield Hallam University

Service Support
Service Support

Service Desk

Incident Management

Problem Management
Configuration
Management

Change Management

Release Management
CMDB

MCE – 2008/9 Sheffield Hallam University

 Service Delivery

Service Delivery

Service Level
Change Management
Management

IT Service
Availability Capacity
Continuity
Management Management
Management

Financial
Management

MCE – 2008/9 Sheffield Hallam University

 5 Questions

are we now?
do we want to be?

do we know when do we want to

we get there? be there?

is needed to get there? do we do to get there?

MCE – 2008/9 Sheffield Hallam University
 Good IT Service Management?
Needs What are "the current needs / requirements"?
What are "the future needs / requirements"?
What defines "quality"?
Cost Quality What is the "best practice" to use?

The service provider and the end-user (and others) will

have DIFFERENT PERSPECTIVES, and thus everyone
will have different answers to these questions.
MCE – 2008/9 Sheffield Hallam University
 Service Perspective
Service Provider

Service Operation

Experience

Service Process
Inputs Outcomes
Requirements
Technology
People Experience

Service Product

End-User
MCE – 2008/9 Sheffield Hallam University
Service Experience
End-user's service experience includes:
•ease of access to service
•responsiveness of service and / or service organisation
•flexibility/courtesy of customer-facing staff
•extent to which end-user feels valued / listened to

Service provider's service experience includes:

•ease of support of service
•flexibility / understanding of end-users
•extent to which support team feels valued / appreciated

Perception of the value of a service is dependent on the

service experience
MCE – 2008/9 Sheffield Hallam University
Managing Expectations
•The customer is NOT always right

•"YES" isn't always the right answer

Remember MoSoCoW

•Committing to satisfying all requests doesn't necessarily

provide good service

•You may not be able to please everyone all of the time

MCE – 2008/9 Sheffield Hallam University

IT Service Misconceptions
Assuming you have no customers

Assuming customers are satisfied because they are not

complaining

Using your own metrics to measuring the quality of the

service, instead of using metrics important to the customer

Assuming that having an SLA will resolve all problems

MCE – 2008/9 Sheffield Hallam University

Summary
•IT Services

•IT Service Management - Objectives

•Elements - People / Process / Products / Partners

•ITIL – Service Support & Service Delivery

•Continuous Process

•Managing Expectations

•Misconceptions

MCE – 2008/9 Sheffield Hallam University

References
•IT Systems Management
Rich Schiesser, 2002
Prentice Hall, ISBN 0-13-087678-X

•IT Service Management – A companion to the ITIL

itSMF, 2003
itSMF, ISBN 0-9524706-1-6

•Service Operations Management

Robert Johnston & Graham Clark, 2001
Prentice Hall, ISBN 0-273-63922-6

• http://www.itsm.info/home.htm – IT Services
Management Portal

MCE – 2008/9 Sheffield Hallam University