ITpreneurs™ Service Management
reference material
Planning, Protection, and Optimization release 3.2.0 itil® intermediate
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www.ITpreneurs.com
Copyright © 2012 ITpreneurs. All rights reserved
Copyright Copyright and Trademark Information for Partners/Stakeholders. ITIL® is a registered trademark of the Cabinet Office. IT Infrastructure Library® is a registered trade mark of the Cabinet Office. The Swirl logo™ is a trade mark of the Cabinet Office. All contents in italics and quotes is from the ITIL® Service Lifecycle Suite © Crown copyright 2011 Reproduced under licence from the Cabinet Office. All other text is based on Cabinet Office ITIL® material. Reproduced under licence from the Cabinet Office.
Copyright © 2012 ITpreneurs. All rights reserved. Please note that the information contained in this material is subject to change without notice. Furthermore, this material contains proprietary information that is protected by copyright. No part of this material may be photocopied, reproduced, or translated to another language without the prior consent of ITpreneurs Nederland B.V. The language used in this course is US English. Our sources of reference for grammar, syntax, and mechanics are from The Chicago Manual of Style, The American Heritage Dictionary, and the Microsoft Manual of Style for Technical Publications.
ITIL Planning, Protection, and Optimization, Classroom course, release 3.2.0
More on: http://www.itil-officialsite.com/IntellectualPropertyRights/TrademarkLicensing.aspx
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Contents
i
LIST OF ICONS V
LIST OF ACTIVITIES (REFER TO WORKBOOK) NA
GENERAL TRAINING TIPS NA
ACKNOWLEDGEMENTS VI
FOLLOW US VII
COURSE INTRODUCTION 1
Introductions 2
Course Introduction 2
Course Learning Objectives 3
Unique Nature of the Course 4
COURSE AGENDA
UNIT 1: INTRODUCTION TO PPO 11
Summary of Unit 1 39
UNIT 2: CAPACITY MANAGEMENT 43
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Summary of Unit 2
UNIT 3: AVAILABILITY MANAGEMENT 107
Summary of Unit 3 177
UNIT 4: IT SERVICE CONTINUITY MANAGEMENT 181
Summary of Unit 4 233
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UNIT 5: INFORMATION SECURITY MANAGEMENT 237
Summary of Unit 5 275
UNIT 6: DEMAND MANAGEMENT 279
Summary of Unit 6 315
UNIT 7: ROLES AND RESPONSIBILITIES 319
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Summary of Unit 7 337
UNIT 8: TECHNOLOGY AND IMPLEMENTATION CONSIDERATIONS 339
Summary of Unit 8 405
APPENDIX A: CASE STUDY (REFER TO WORKBOOK) NA
APPENDIX B: MIND MAP EXCERCISE 409
APPENDIX C: GLOSSARY 411
APPENDIX D: SYLLABUS 505
APPENDIX E: ANSWERS (REFER TO WORKBOOK) NA
APPENDIX F: DIAGRAMS (MACRO VIEW) 527
APPENDIX G: RELEASE NOTES 531
STUDENT FEEDBACK FORM (REFER TO WORKBOOK) NA
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LIST OF ICONS
student understand a particular topic in detail
confusing
Refers to space for the students to take notes
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product suite.
ITpreneurs’ Course Reviewers
ITpreneurs’ Course Exercise Writers
ACKNOWLEDGEMENTS
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www.ITpreneurs.com
Copyright © 2012 ITpreneurs. All rights reserved
Before you start the course, please take a moment to:
“Like us” on Facebook
“Follow us” on Twitter
"Add us in your circle" on Google Plus
"Link with us" on Linkedin
"Watch us" on YouTube
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Copyright © 2012, ITpreneurs Nederland B.V. All rights reserved. 1
Course Introduction
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INTRODUCTIONS
2
Course IntroductionIntermediatePlanning, Protection, and Optimization
Course Introduction Course Learning Objectives Unique Nature of the CourseIntroductions
Welcome!Please share with the class:
®)
COURSE INTRODUCTION
3
Course IntroductionIntermediatePlanning, Protection, and Optimization
OverviewPlanning, Protection, and Optimization (PPO) is part of the ITIL Intermediate Capability stream.The PPO course helps you understand and implement ITIL best practices related to:
Processes
Availability Management
Capacity Management
IT Service Continuity Management (ITSCM)
Information Security Management (ISM)
Demand Management
Roles
Course Introduction Course Learning Objectives Unique Nature of the CourseIntroductions
Availability Management Process Manager
Capacity Management Process Manager
ITSCM Process Manager
ISM Process Manager
Demand Management Process Owner
Demand Management Process Manager
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Overview
COURSE LEARNING OBJECTIVES
4
Course IntroductionIntermediatePlanning, Protection, and Optimization
Course Learning Objectives At the end of this training, you will have gained the knowledge and skills to:
importance of Service Managementprinciples, purpose, and objectives of
interact with other Service Lifecycle
processes, activities, methods, and functions used in each of the
how to use the PPO and functions to achieve
how to measure PPOimportance of IT security
technology and implementation considerations
challenges, Critical Success Factors (CSFs),and Risks
Course Introduction Course Learning ObjectivesIntroductions
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UNIQUE NATURE OF THE COURSE
not be delivered
5
Course IntroductionIntermediatePlanning, Protection, and Optimization
Course Delivery Method
This course will not be delivered in the traditional mode of “technical training”.
Participate in your learning experience.
Internalize learning to take your final examination.
Apply new, practical experience.
You will benefit
when you:
Course Introduction Course Learning Objectives Unique Nature of the CourseIntroductions
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My Notes
6
Course IntroductionIntermediatePlanning, Protection, and Optimization
Sample from the Student Reference Material and Workbook
Course Introduction Course Learning Objectives Unique Nature of the CourseIntroductions
Student Materials
Student Reference Material:
Student Workbook:
Mock Exam
The Royal Chao Phraya Hotel Case Study
activities.
because of IT challenges at the Royal Chao Phraya hotel. The scenarios are often Sample
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challenges lead to business challenges and setbacks.
Important information on Intermediate-level syllabi:
COURSE QUALIFICATION SCHEME
7
Course IntroductionIntermediatePlanning, Protection, and Optimization
Course Qualification Scheme Course Agenda and Exam Details
© Crown Copyright 2011 Reproduced under licence from the Cabinet Office
Legend
SS Service Strategy
SD Service Design
ST Service Transition
SO Service Operation
CSI Continual Service Improvement
OSA Operational Support and Analysis
PPO Planning, Protection, and Optimization
RCV Release, Control, and Validation
SOA Service Offerings and Agreements
ITIL Qualification Scheme and CreditAssignment
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My Notes
8
Course IntroductionIntermediatePlanning, Protection, and Optimization
Service Design
Availability Management
IT Service Continuity
Capacity Manager
Availability Manager
IT Service Continuity Manager
Continual Service Improvement
Improvement Process
Measurement Management
Reporting Management
CSICSI
OSAOSA
SSSS SDSD STST SOSO
PPOPPO RCVRCV SOASOA
CSICSI
OSAOSA
SSSS SDSD STST SOSO
PPOPPO RCVRCV SOASOA
CSICSI
OSAOSA
SSSS SDSD STST SOSO
PPOPPO RCVRCV SOASOA
Processes RolesLegend:
Service Strategy
Demand Management
SS PPO SOA
SD PPO
SD PPO
SS PPO
Information Security Management
Information Security Manager
Demand Manager
Course Qualification Scheme Course Agenda and Exam Details
Adapted from ITIL Core© Crown Copyright 2011 Reproduced under license from the Cabinet Office
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Note:
COURSE AGENDA AND EXAM DETAILS
Course Prerequisites:Capability courses
Lifecycle coursesIT experience are highly desirable.
9
Course IntroductionIntermediatePlanning, Protection, and Optimization
Duration: 1.5 hours
Questions: 8 Multiple-Choice Questions
Each question has 4 Answer Options
Scoring Scheme: Most Correct Answer: Worth 5 marksSecond Best Answer: Worth 3 marksThird-Best Answer: Worth 1 markDistracter: No marks
Format: Closed-book, online, or paper-based examination
Pass Score: 28/40 or 70%
Distinction Score:Contact Hours: 30-hour formal training with Accredited Training Organization (ATO)
Personal Study Hours by APMG: 12 hours Provisions for additional time relating to languageCandidates completing an exam:
their mother tongue, andam is not their primary business language, have a
maximum of 120 minutes to complete the exam and are allowed the use of a dictionary
Exam Details
Course Qualification Scheme Course Agenda and Exam Details
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My Notes
Useful Tips for Writing the Exam:
questions.
Note:
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Unit1Introduction to PPO
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2
Unit 1 : Introduction to PPOIntermediatePlanning, Protection, and Optimization
The Big “Why”What is Planning, Protection, and Optimization (PPO)?What does PPO do for you?What does PPO do for your organization?Why PPO?
3
Unit 1 : Introduction to PPOIntermediatePlanning, Protection, and Optimization
OverviewPPO:
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My Notes
Overview
4
Unit 1 : Introduction to PPOIntermediatePlanning, Protection, and Optimization
Unit Learning ObjectivesAt the end of this unit, you will be able to:
purpose, objectives, and value of Service Design inrelation to PPO.
role of the PPO processes in the Service Lifecycle.basics of Service Design.
processes within PPO practices support the Service Lifecycle, including their roles and responsibilities.
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5
Unit 1 : Introduction to PPOIntermediatePlanning, Protection, and Optimization
Topics Covered in This Unit1.1 Purpose, Objectives, and Value of Service Design1.2 The Lifecycle in Context1.3 Basics of Service Design1.4 Role of Design Coordination within PPO1.5 Group/Individual Exercise
1.1 PURPOSE, OBJECTIVES, AND VALUE OF SERVICE DESIGN
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Unit 1 : Introduction to PPOIntermediatePlanning, Protection, and Optimization
1.2 The Lifecycle in Context 1.3 Basics of Service Design 1.4 Role of Design Coordination within PPO
Purpose, Objectives, andValue of Service Design1.1
“The purpose of the service design stage of the lifecycle is to design IT services, together with the governing IT practices, processes and policies, to realize the service provider’s strategy and to facilitate the introduction of these services into supported environments ensuring quality service delivery, customer satisfaction and cost-effective service provision.”
(Source: Service Design book)
“The objective of service design is to design IT services so effectively that minimal improvement during their lifecycle will be required.”
(Source: Service Design book)Purp
ose
Obj
ectiv
es
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Purpose and ObjectivesCore Guidance Reference — SD 1.1.1
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Unit 1 : Introduction to PPOIntermediatePlanning, Protection, and Optimization
ScopeService Design:
iate and innovative IT Services to
1.2 1.3 1.41.1
Scope of Service DesignCore Guidance Reference — SD 1.1.2
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The IT infrastructure
Applications
a process.
8
Unit 1 : Introduction to PPOIntermediatePlanning, Protection, and Optimization
Value of Service Design
1.2 1.3 1.41.1
Value of Service DesignCore Guidance Reference — SD 1.1.4
“Adopting and implementing standard and consistent approaches for service design will:
Reduce total cost of ownership (TCO) Cost of ownership can only be minimized if all aspects of services, processes and technology are designed properly and implemented against the design.
Improve quality of service Both service and operational quality will be enhanced through services that are better designed to meet the required outcomes of the customer.
Improve consistency of service This will be achieved by designing services within the corporate strategy, architectures and constraints.
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Ease the implementation of new or changed services Integrated and full service designs and the production of
Improve service alignment Involvement of service design from the conception of the service will ensure that new or changed services match business needs, with services designed to meet service level requirements.
Improve IT governance By building controls into designs, service design can contribute towards the effective governance of IT.
Improve effectiveness of service management and IT processes Processes will be designed with optimal quality and cost effectiveness.
Improve information and decision-making Comprehensive and effective measurements and metrics will enable better decision-making and continual improvement of services and service management practices throughout the service lifecycle.
Improve alignment with customer values and strategies For organizations with commitments to concepts such as green IT or that establish strategies such as the use of cloud technologies, service design will ensure that all areas of services and service management are aligned with these values and strategies.”
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Unit 1 : Introduction to PPOIntermediatePlanning, Protection, and Optimization
Target Audience
1.2 The Lifecycle in Context 1.3 Basics of Service Design 1.4 Role of Design Coordination within PPO
Purpose, Objectives, andValue of Service Design1.1
Organizations
and external
improve services through the effective application of Service Management principles and a service lifecycle approach
consistent managed approach across all Service Providers in a supply chain or value network
out to tender for their Services
Professionals
Managers
Target AudienceCore Guidance Reference — SD 1.1.5 Sam
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Just Concluded T R A N S I T I O N
1.2The Lifecycle in Context
1.1Purpose, Objectives, and Value of Service Design
Coming Up
1.2 THE LIFECYCLE IN CONTEXT
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Unit 1 : Introduction to PPOIntermediatePlanning, Protection, and Optimization
1.2 The Lifecycle in Context 1.3 Basics of Service Design 1.4 Role of Design Coordination within PPO
Purpose, Objectives, andValue of Service Design1.1
The ITIL Service Lifecycle
Continualservice
improvement Service transition
Servicestrategy
Service operation
Servicedesign
Adapted from The ITIL service lifecycle © Crown Copyright 2011 Reproduced under licence from the Cabinet Office
The ITIL Service LifecycleCore Guidance Reference — SD 1.2
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My Notes
Service Design
Service Transition
Service Operation
resolution.
CSI
Just Concluded T R A N S I T I O N
1.3Basics of Service Design
1.2The Lifecycle in Context
Coming Up
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1.3 BASICS OF SERVICE DESIGN
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Unit 1 : Introduction to PPOIntermediatePlanning, Protection, and Optimization
Service Design Basics
“Adopting and implementing standardized and consistent approaches for Service Design will:
Enable projects to estimate the cost, timing, resource requirement and risks associated with the Service Design stage more accurately.Result in higher volumes of successful change.Make design methods easier for people to adopt and follow.Enable Service Design assets to be shared and reused across projects and services.Reduce delays from the need to redesign prior to completion of Service Transition.Improve management of expectations for all stakeholders involved in Service Design including customers, users, suppliers, partners and projects.Increase confidence that the new or changed service can be delivered to specification without unexpectedly affecting other servicesor stakeholders.Ensure that new or changed services will be maintainable andcost-effective.”
(Source: Service Design book)
1.2 The Lifecycle in Context 1.3 Basics of Service Design 1.4 Role of Design Coordination within PPO
Purpose, Objectives, andValue of Service Design1.1
Cost-effective Service is not possible without Service Design.
Service Design BasicsCore Guidance Reference — SD 3.1
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My Notes
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Unit 1 : Introduction to PPOIntermediatePlanning, Protection, and Optimization
The business/customersRequirements
Change proposal& service charters
Servicestrategy
StrategiesPolicies
Servicedesign
Servicetransition
Serviceoperation
Continualservice
improvement CSI register, improvementactions and plans
Achievementsagainst targets
Operational/liveservices
Businessvalue
Solutiondesigns
ArchitecturesStandards
Service design packages
New/changed/retired services
Testedsolutions
SKMS updatesImplementation
of transition plans
Serviceportfolio
Servicecatalogue
Serv
ice
know
ledg
em
anag
emen
t sys
tem
Resources andconstraints
1.2 The Lifecycle in Context 1.3 Basics of Service Design 1.4 Role of Design Coordination within PPO
Purpose, Objectives, andValue of Service Design1.1
Adapted from Integration across the Service Lifecycle © Crown Copyright 2011 Reproduced under licence from the Cabinet Office
Lifecycle.
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Unit 1 : Introduction to PPOIntermediatePlanning, Protection, and Optimization
Businessprocesschange
Businessrequirementsand feasibility
Businessprocessdevelopment
Businessprocessimplementation
Businessbenefitsrealization
IT servicerequirement IT service
IT Service Lifecycle
1.2 The Lifecycle in Context 1.3 Basics of Service Design 1.4 Role of Design Coordination within PPO
Purpose, Objectives, andValue of Service Design1.1
Service Design and Overall Business Change
Adapted from The Business change process © Crown Copyright 2011 Reproduced under licence from the Cabinet Office
Service Design and Overall Business ChangeCore Guidance Reference — SD 3.1.2
” Once accurate information on what is required has been obtained and signed off with regard to the changed needs of the business, the plan for the delivery of a service to meet the agreed need can be developed. The role of the service design stage within this overall business change process can be described as the design of appropriate and innovative IT services, including their architectures, processes, policies and documentation, to meet current and future agreed business requirements.”
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My Notes
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Unit 1 : Introduction to PPOIntermediatePlanning, Protection, and Optimization
Scope and Flow of Service Design
B usin e s sP roc e ss 3B u sin e ss
Pr oc es s 2B u sine s sP ro ce ss 6Bu sin e ss
P roce ss 5Bu sin e ssPro ce ss 9B usin e s s
P ro ce ss 8
The businessBusiness service A Business service B Business service C
Businessprocess 1
Businessprocess 4
Businessprocess 7
SLAs Service A B C D E F G
IT Service Provider
Servicestrategy
Servicetransition
Serviceoperation
Continualservice improvement
Support teams
Suppliers
Service managementprocess
Service managementprocess
Service managementprocess
Service managementprocess
Service managementprocess 1
2
3
4
5
Design of processesService Design
Design of managementinformation systems and tools
Design of service solutions
Design of technology architecturesand management architectures
Design of measurementmethods and metrics
Service knowledgemanagement system
ServiceportfolioService
catalogue
23
5 6 8 9
Adapted from Scope and Flow of Service Design © Crown Copyright 2011 Reproduced under licence from the Cabinet Office
1.2 The Lifecycle in Context 1.3 Basics of Service Design 1.4 Role of Design Coordination within PPO
Purpose, Objectives, andValue of Service Design1.1
Scope and Flow of Service DesignCore Guidance Reference — SD 3.1.3
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Unit 1 : Introduction to PPOIntermediatePlanning, Protection, and Optimization
Aspects of Service Design
1.2 The Lifecycle in Context 1.3 Basics of Service Design 1.4 Role of Design Coordination within PPO
Purpose, Objectives, andValue of Service Design1.1
and tools to ensure that they are capable of supporting the new or changed Service.Systems and
Tools
capability to operate, support, and maintain the new or changed Service. Processes
required metrics for the new or changed Service.
Technology Architectures and
Systems
architectures and management systems are consistent with and capable of operating and maintaining the new Service.
Service Solution e aligns with all other Services.
Aspects of Service Design
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My Notes
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Unit 1 : Introduction to PPOIntermediatePlanning, Protection, and Optimization
Value to the BusinessThe business focus in IT Service Management (ITSM) enables an IT Service Provider organization to:
“Align IT service provision with business goals and objectivesPrioritize all IT activities based on business impact and urgency, ensuring critical business processes and services receive the most attentionIncrease business productivity and profitability through the increased efficiency and effectiveness of IT processesSupport the requirements for corporate governance with appropriate IT governance and controlsCreate competitive advantage through the exploitation and innovation of IT infrastructure as a wholeImprove service quality, customer satisfaction and user perceptionEnsure regulatory and legislative complianceEnsure appropriate levels of protection on all IT and information assetsEnsure that IT services continue to be aligned with changing businessneeds over time.”
(Source: Service Design book)
1.2 The Lifecycle in Context 1.3 Basics of Service Design 1.4 Role of Design Coordination within PPO
Purpose, Objectives, andValue of Service Design1.1
Value to the BusinessCore Guidance Reference — SD 3.1.4
The focus on business processes supported and business value provided is a
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Unit 1 : Introduction to PPOIntermediatePlanning, Protection, and Optimization
Demonstrating Business ValueTo ensure that Service provision is linked to business value, the Service Provider can:
ensure that critical business processes receive the most attention.s and report what is relevant to the
users, for example, customer satisfaction and business value.astructure because new components are
of focus on business services and processes.
Services focus on IT measurements linperformance.
related to critical business processes. Use information within the Service
1.2 1.3 1.4 within PPOPurpose, Objectives, and1.1
Demonstrating Business Value
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My Notes
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Unit 1 : Introduction to PPOIntermediatePlanning, Protection, and Optimization
Comprehensive and Integrated Service DesignIt is essential that IT systems and Services are designed, planned, implemented, and managed appropriately for the business as a whole. The requirement then is to provide Services that:
1.2 1.3 Basics of Service Design 1.4 within PPOPurpose, Objectives, andValue of Service Design1.1
Comprehensive and Integrated Service DesignCore Guidance Reference — SD 3.1.5
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processes and activities.
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Unit 1 : Introduction to PPOIntermediatePlanning, Protection, and Optimization
The Four P’s
People
Processes Products/Technology
Partners/Suppliers
1.2 The Lifecycle in Context 1.3 Basics of Service Design 1.4 Role of Design Coordination within PPO
Purpose, Objectives, andValue of Service Design1.1
The Four P’s
process, products and partners.
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My Notes
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Unit 1 : Introduction to PPOIntermediatePlanning, Protection, and Optimization
Comprehensive and Integrated Service Design (Contd.)The following are actions that need to be undertaken from the onset of Service Design to ensure that the solution meets the requirements of the business:
rvice solution should be added to the overall Service Portfolio from the concept phase.dated to reflect the status through any incremental or iterative
development.em analysis, there will be a need to understand the Service Level
Requirements (SLRs) for the Service when it goes live.must ascertain if customer’s requirements can
be met with current resources and capabilities.
for IT Services will need to be involved to set the budget.sk assessment should be conducted on Services
well before implementation. Services well in advance of live operation to
prepare and train the staff.
also need to be made aware of new Services to allow them to plan for effective operational support of the Services.
the implementation and build into theChange schedule.
ed if procurement is required forthe new Service.
1.2 The Lifecycle in Context 1.3 1.4 Role of Design Coordination within PPO
Purpose, Objectives, andValue of Service Design1.1
Comprehensive and Integrated Service Design (Contd.)
the business.
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Unit 1 : Introduction to PPOIntermediatePlanning, Protection, and Optimization
Service Composition DiagramBusiness Service Management
Business Service A (delivered to business customers)
Requirements/demand:
IT service management
Utility:name, description,purpose, impact, contacts
Warranty:service levels, targets,service hours, assurance,responsibilities
Assets/resources:systems, assets,components
Assets/Capabilities:processes, supportingtargets, resources
Assets/capabilities:resources, staffing, skills
Businessprocess 1
Businessprocess 2
Businessprocess 3
Policy, strategy,governance,compliance
SLAs/SLRsincludingcost/price
OLAscontracts
Supportingservices
Supportteams Suppliers
Infrastructure Environment Data Applications
Service
Servicemanagement
processes
IT service
1.2 The Lifecycle in Context 1.3 Basics of Service Design 1.4 Role of Design Coordination within PPO
Purpose, Objectives, andValue of Service Design1.1
Adapted from Service Composition © Crown Copyright 2011 Reproduced under licence from the Cabinet Office
Zoomed graphic provided in Appendix F.
The composition of a Service
“Business process To define the functional needs of the service being provided – for example, telesales, invoicing, orders, credit checking
Service The service itself that is being delivered to the customers and business by the service provider – for example, email, billing.
Policy, strategy, governance, compliance The elements defined by the organization to direct activity and thereby ensure adherence to organizational goals and objectives
SLAs/SLRs The documents agreed with the customers that specify the level, scope and quality of service to be provided, either now for an existing service (SLAs) or in the future for a new service (SLRs)
Infrastructure All of the IT equipment necessary to deliver the service to the customers and users, including servers, network circuits, switches, personal computers (PCs), telephones
Environment The environment required to secure and operate the infrastructure – for example, data centres, power, air conditioning
Data The data necessary to support the service and provide the information required by the business processes – for example, customer records, accounts ledger
Applications All of the software applications required to manipulate the data and provide the functional requirements of the business processes – for example, enterprise resource management, financial or customer relationship management applications
Supporting services Any services that are necessary to support the operation of the delivered service – for example, a shared service, a managed network service
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Operational level agreements (OLAs) and underpinning contracts Any underpinning agreements necessary to deliver the quality of service agreed within the SLA
Support teams Any internal teams providing support for any of the components required to provide the service – for example, Unix, mainframe, networks
Suppliers Any external third parties necessary to provide support for any of the components required to provide the service – for example, networks, hardware, software
Service Management processes Any processes needed by the service provider to ensure the successful provision of the service.”
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Unit 1 : Introduction to PPOIntermediatePlanning, Protection, and Optimization
Setting Direction, Policy, and Strategy for IT Services
1.2 The Lifecycle in Context 1.3 Basics of Service Design 1.4 Role of Design Coordination within PPO
Purpose, Objectives, andValue of Service Design1.1
Many companies have a committee consisting of senior management roles from the business and IT organizations to ensure that business and IT Services remain synchronized.
This committee has overall accountability for setting governance, direction, policy, and strategy for IT Services. The function of an IT Strategy or Steering Group (ISG) is to act as a partnership between IT and the business.
The group should provide the vision, set direction, and determine priorities of individual programs and projects to ensure that IT is aligned and focused on business targets and drivers.
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Setting Direction, Policy, and Strategy for IT ServicesCore Guidance Reference — SD 3.1.6
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Unit 1 : Introduction to PPOIntermediatePlanning, Protection, and Optimization
Setting Direction, Policy, and Strategy for IT Services (Contd.)The ISG will include discussions on all aspects of the business that involve IT Services, as well as any proposed or possible Change at strategic level. Subjects for the ISG to discuss may include:
“Reviewing business and IT plans To identify any changes in either area that would trigger the need to create, enhance or improve servicesDemand planning To identify any changes in demand for both short- and long-term planning horizons; such changes may be increases or decreases in demand, and concern both business-as-usual and projectsProject authorization and prioritization To ensure that projects are authorized and prioritized to the mutual satisfaction of both the business and ITReview of projects To ensure that the expected business benefits are being realized in accordance with project business cases, and to identify whether the projects are on schedulePotential outsourcing To identify the need and content of sourcing strategies for the IT service provisionBusiness/IT strategy review To discuss major changes to business strategy and major proposed changes to IT strategy and technology, to ensure continued alignmentBusiness continuity and IT service continuity The group, or a working party from the group, is responsible for aligning business continuity and IT service continuity strategiesPolicies and standards The ISG is responsible for ensuring that IT policies andstandards, particularly in relation to Financial Strategy and Performance Management,are in place and aligned with the overall corporate vision and objectives.”
(Source: Service Design book)
1.2 The Lifecycle in Context 1.3 Basics of Service Design 1.4 Role of Design Coordination within PPO
Purpose, Objectives, andValue of Service Design1.1
Setting Direction, Policy, and Strategy for IT Services (Contd.)
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My Notes
24
Unit 1 : Introduction to PPOIntermediatePlanning, Protection, and Optimization
The IT Steering/Strategy Group
1.2 The Lifecycle in Context 1.3 Basics of Service Design 1.4 Role of Design Coordination within PPO
Purpose, Objectives, andValue of Service Design1.1
Service Portfolioenables the ISG to:
Direct and steer the selection of investment
Ensure the realization of
projects
Manage required business pipelines
Select, prioritize, and
plan
The IT steering group sets the direction for policies and plans from the corporate to the operational level of an organization.
The IT Steering/ Strategy Group The IT steering group sets the direction for policies and plans operational level of
“Direct and steer the selection of investment in those areas that yield the greatest business value and Return on Investment (ROI)
Perform effective programme and project selection, prioritization and planning
Exercise effective ongoing governance and active management of the ‘pipeline’ of business requirements
Ensure that the projected business benefits of programmes and projects are realized.”
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25
Unit 1 : Introduction to PPOIntermediatePlanning, Protection, and Optimization
Optimizing Design Performance
1.2 The Lifecycle in Context 1.3 Basics of Service Design 1.4 Role of Design Coordination within PPO
Purpose, Objectives, andValue of Service Design1.1
The optimization of design activities requires the implementation of documented processes, together with an overriding Quality Management System (QMS).
The Impact of the activities on all stages of the Lifecycle should be measured when considering the improvement and optimization of Service Design activities.
Service Design measurements and metrics should look at the amount of activity needed for rework and improvement.
Optimizing Design PerformanceCore Guidance Reference — SD 3.1.7
Just Concluded T R A N S I T I O N
1.4Role of Design Coordination Within PPO
1.3Basics of Service Design
Coming Up
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My Notes
1.4 ROLE OF DESIGN COORDINATION WITHIN PPO
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Unit 1 : Introduction to PPOIntermediatePlanning, Protection, and Optimization
1.2 The Lifecycle in Context 1.3 Basics of Service Design 1.4 Role of Design Coordination within PPO
Purpose, Objectives, andValue of Service Design1.1
Design CoordinationThe Design Coordination process:
oordination and control for all activities and processes within the Design Stage.
e comprehensive and appropriate designs through well-coordinated action.
Design CoordinationCore Guidance Reference — SD4.1
Provider to do just this.
be used to determine the level and rigour or attention to be applied in design coordination for each design. Some organizations take the perspective that all changes, regardless of how small in scope, have a ‘design’ stage, as it is important that all changes have clear and correct plans for how to implement them.”
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27
Unit 1 : Introduction to PPOIntermediatePlanning, Protection, and Optimization
1.2 The Lifecycle in Context 1.3 Basics of Service Design 1.4 Role of Design Coordination within PPO
Purpose, Objectives, andValue of Service Design1.1
Design Coordination InterfacesService Portfolio Management
Change Management
Financial Management for IT Services
Transition Planning and Support
Strategy Management for IT Services
Release and Deployment Management
Service Validation and Testing
Change Evaluation
Service Level Management
Availability Management, Capacity Management, IT Service Continuity Management, and Information Security Management (ISM)
Supplier Management
InterfacesCore Guidance Reference — SD4.1.6.4
Service Portfolio Management:
Change Management:
Financial Management for IT Services:
Business Relationship Management:
Transition planning and support:
Strategy Management for IT Services:
Release and Deployment Management:
Service validation and testing:
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My Notes
Change evaluation:
Service Level Management (SLM):
Availability Management, Capacity Management, IT Service Continuity Management, and Information Security Management (ISM) processes: Each of these processes is actively involved
Supplier Management: To ensure that the contributions of suppliers to design activities are appropriately
in this area.
to Changes.
can proceed.
Just Concluded T R A N S I T I O N
1.5Group/Individual Exercise
1.4Role of Design Coordination Within PPO
Coming Up
1.5 GROUP/INDIVIDUAL EXERCISE
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Summary of Unit 1
Introduction to PPOUnit Roadmap SummaryOverviewUnit Learning Objectives Learning Objectives of the Unit.
1.1 Purpose, Objectives, and Value of Service Design
Purpose“The purpose of the service design stage of the lifecycle is to design IT services, together with the governing IT practices, processes and policies, to realize the service provider’s strategy and to facilitate the introduction of these services into supported environments ensuring quality service delivery, customer satisfaction and cost-effective service provision. ”
Objectives“The objective of service design is to design IT services so effectively that minimal improvement during their lifecycle will be required. “
Scope
o o o o The overall design constraints
Value of Service Design
o o o o IT governance o o o
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Target Audience
Professionals
IT Architects
1.2 The Lifecycle in Context
1.3 Basics of Service Design Service Design Basics
Reduce delays
IT Service Design and Overall Business Change
Scope and Flow of Service Design
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Value to the Business
Align IT service provision Ensure appropriate levels of protection
Comprehensive and Integrated Service Design
Setting Direction, Policy, and Strategy for IT Services
Potential outsourcing Business continuity and IT service continuity Policies and standards
Optimizing Design Performance
1.4 Role of Design Coordination within PPO
Key process interfaces include: Transition planning and support Change evaluation
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Unit2Capacity Management
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2
Unit 2 : Capacity ManagementIntermediatePlanning, Protection, and Optimization
3
Unit 2 : Capacity ManagementIntermediatePlanning, Protection, and Optimization
The Big “Why”What do you understand by “capacity?”What is Capacity Management?How important is it for organizations to understand the importance of Capacity Management?
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My Notes
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Unit 2 : Capacity ManagementIntermediatePlanning, Protection, and Optimization
ITIL defines capacity as:“The maximum Throughput that a Configuration Item or IT Service can deliver whilst meeting agreed Service Level Targets. For some types of CI, Capacity may be the size or volume, for example a disk drive.” (Source: Service Design book)
ITIL defines Capacity Management as:“The Process responsible for ensuring that the Capacity of IT Services and the IT Infrastructure is able to deliver agreed Service Level Targets in a Cost Effective and timely manner. Capacity Management considers all Resources required to deliver the IT Service, and is concerned with meeting both the current and future capacity and performance needs of the business.”(Source: Service Design book)
Service Level Targets. For some types of CI, Capacity may be the size or volume, for example a disk drive.”
“The Process responsible for ensuring that the Capacity of IT Services and the IT Infrastructure are able to deliver agreed Service Level Targets in a cost effective and timely manner. Capacity Management considers all Resources required to deliver the IT Service, and is concerned with meeting both the current and future capacity and performance needs of the business.”
planning process.
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Business Capacity Management (BCM)
Service Capacity Management (SCM)
Component Capacity Management (CCM)
business planning efforts.
This addresses the supply of IT This focuses on the technology
resources.
Case Study Connection
IT Connection
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5
Unit 2 : Capacity ManagementIntermediatePlanning, Protection, and Optimization
OverviewCapacity Management:
6
Unit 2 : Capacity ManagementIntermediatePlanning, Protection, and Optimization
Unit Learning Objectives:At the end of this unit, you will be able to:
purpose and objectives of Capacity Management.scope of Capacity Management.
apacity Management as a process togenerate business value.
policies, principles, and basic concepts of Capacity Management.activities, methods, and techniques that enable Capacity
Management, and understand how they relate to PPO.triggers, inputs, and outputs of Capacity Management and its
interfaces with other processes. key metrics can be used to demonstrate the efficiency and
effectiveness of successful Capacity Management.
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Unit 2 : Capacity ManagementIntermediatePlanning, Protection, and Optimization
Topics Covered in This Unit:2.1 Purpose and Objectives2.2 Scope of Capacity Management2.3 Business Value of Capacity Management2.4 Policies, Principles, and Basic Concepts2.5 Activities, Methods, Techniques, and Relationship with Other Processes2.6 Triggers, Inputs, Outputs, and Interfaces with Other Processes2.7 Information Management2.8 Critical Success Factors and Key Performance Indicators for Successful Capacity
Management2.9 Challenges and Risks2.10 Group/Individual Exercise2.11 Sample Test Question
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My Notes
2.1 PURPOSE AND OBJECTIVES
Core Guidance Reference — SD 4.5.1
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Unit 2 : Capacity ManagementIntermediatePlanning, Protection, and Optimization
2.2 Scope of Capacity Management 2.3 Business Value of
Capacity Management 2.4 Policies, Principles,and Basic ConceptsPurpose and Objectives2.1
Purp
ose
Obj
ectiv
es
“The purpose of the capacity management process is to ensure that the capacity of IT services and the IT infrastructure meets the agreed capacity and performance related requirements in a cost-effective and timely manner. Capacity management is concerned with meeting both the current and future capacity and performance needs of the business.”
(Source: Service Design book)
“The objectives of capacity management are to:
Produce and maintain an appropriate and up-to-date capacity plan, which reflects the current and future needs of the business
Provide advice and guidance to all other areas of the business and IT on all capacity-and performance-related issues
Ensure that service performance achievements meet all of their agreed targets by managing the performance and capacity of both services and resources
Assist with the diagnosis and resolution of performance- and capacity-related incidents and problems
Assess the impact of all changes on the capacity plan, and the performance and capacity of all services and resources
Ensure that proactive measures to improve the performance of services are implemented wherever it is cost-justifiable to do so.”
(Source: Service Design book)
Just Concluded T R A N S I T I O N
2.2Scope of Capacity Management
2.1Purpose and Objectives
Coming Up
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