service management
DESCRIPTION
A brief overview of IT Service Management that I was asked to create.TRANSCRIPT
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Service Management 1
Service Management
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Service Management 2
Introduction
• Two questions to answer…– Why?– What?
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Service Management 3
Why do we need Service Management?
• Organisations exist to serve their customers
• Organisations rely on information technology, increasingly
• Technology is getting more complicated and more of it is required to stay competitive
• Greater impact, greater visibility of failure
• Complex requirements result in complex systems / services which makes for complicated relationships between the business and IT
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Service Management 4
Interaction
• Managing the interaction between end users and the IT organisation
• The flow of incidents, requests and problems into the organisation
• Flow of information from IT to the users as individuals or groups
• The interaction between the end user and the different processes within the IT organisation
Service Desk
• Represents the IT organisation to the customer and the customer to the IT organisation
• Can also be the resolver of many incidents and requests
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Service Management 5
Response to Failures
• Managing the response to failure of an IT service
• Aim is to restore normal service operation as quickly as possible
• Additionally to minimise the disruption to the business
Incident Management
• Ensure best achievable levels of availability and service are maintained
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Service Management 6
Improvement
• Manage the on-going improvement process
• Identify root causes and get them fixed or publish workarounds
• To minimise adverse affects of incidents and problems
Problem Management
• Ensure best achievable levels of availability and service are maintained
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Service Management 7
The Environment
• Manage the components of the environment that make up the end to end service
• Have a logical model of the environment
• Understand which parts of the infrastructure are required for each service
Configuration Management
• Important not just for dealing with incidents but capacity planning and preventative maintenance
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Service Management 8
Changes
• Manage the process by change occurs to the infrastructure and to process
• Reduce any negative impact of changes to the infrastructure
• Control the process by which changes are made to ensure quality
Change / Release Management
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Service Management 9
Relationship
• Manage the relationship between what the customer wants, what the customer is prepared to pay for and the service that is actually delivered
• Cycle of agreeing, monitoring, reporting and reviewing IT service achievements
• Instigating actions to prevent unacceptable service levels
Service Level Management
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Service Management 10
People
• People are fundamentally important
• Need to have the right people in the right roles
• Need to be developing them, so they remain engaged and committed
• Need to be providing coaching and feedback to encourage positive behaviours and correct negative ones
• Need to provide them with the right training and tools
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Service Management 11
Summary
• Why• What
– Interaction– Response to failure– Improvement– The Environment– Changes– Relationship– People
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Service Management 12
Questions
?