the road from information technologies to it servicesthe road from information technologies to it...
TRANSCRIPT
The Road from Information Technologies to IT Services
BBLF Business Master ClassesFeb 20th, 2007
Hristo HristovServices Manager and Senior Consultant, ITCEMCSE + Messaging, ITIL Certified
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Agenda
ITCE PresentationInformation Technologies TodayIT Services and Business NeedsIT Service LifecycleBusiness Service ManagementThe TaskQ&A
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ITCE’s history of achievements
1998ITCE Founded
Training Center,
Prometric Testing Center,
Advanced Infrastructure
2000Training for theBusiness Users’Effectiveness
ISO Certificate
200221st worldwide Gold Certified
Partner for Learning Solutions
65% Microsoft training market
share,Project
Management Training
2005Microsoft Gold
Partner in 5 competencies:
Advanced InfrastructureNetworking
SecurityInformation WorkerData Management,
Large Scale Consulting
Engagements
2006ITSM improvements
projects,BMC Partner
EXIN CertificatesHP Education Partner
2004Large IT
Infrastructure projects
Symantec Enterprise
2003MS Global Services
Outsourcing Partner
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ITCE’s areas of competencies
CORPORATE TEAMWORKCorporate internal information
portals Enterprise Project Portfolio
ManagementEnterprise e-learning gateways
Workflow solutions Virtual meetings
CRM AND BUSINESS INTELLIGENCE
Customer Relationship ManagementCustomer Service Management
Enterprise reporting and analysis
ENHANCED SECURITYPublic Key Infrastructure
ISA, VPN, perimeter management
Identity and access management
Enterprise Information Rights Management
ADVANCED INFRASTRUCTURE
Networking and Active Directory Systems Management SMS,
MOMCorporate messaging
Virus and spam protectionEnterprise Licensing
IT MANAGEMENT CONSULTINGITSM Improvement
Infrastructure ManagementProject Management
SW Development process
REMEDY INTEGRATIONRemedy ITSM integration and
customizationWorkflow development
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Information Technologies Today
According vendors information technologies are:
High performanceReliable and highly availableEasy to deploy, manage and useRich set of featuresScalableGlobal solutionEasy to integrate with existing technologies
…
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IT Services and Business Benefits
Business expect from IT department services, not technologies:Email, Internet access, File sharing, PrintingRetail services, BillingTransactions and settlementsEnterprise resource planning (ERP)Customer relationship management (CRM)Human resources managementServices should:– Respond fast– Be “always” available and reliable– Be flexible– Easy for use and customization– Enable business growth– Low cost for support
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Foundations of a Service
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Services Delivery Framework
Services Delivery Frameworks provide expert guidance on:
Specific skill requirements
Technical capability planning
Architectural decisions
Design considerations
Best development and management practices
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IT Service Lifecycle
Enterprise Strategy ConsultingServicesTechnology Consulting ServicesSupport Services
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IT Service Lifecycle - Discover
Strategic Discovery
Portfolio Optimization
Business Value AnalysisEnvision
Core Team Organized
Vision/Scope Baselined
Vision/Scope Approved
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IT Service Lifecycle - Plan
Program Planning
Readiness Excellence
Custom Consulting
Assessment and Review
Planning, Architecture and Design
Design Supportability Review
Technology Validation Completed
Functional Specification BaselinedMaster Project Plan Baselined
Master Project Schedule Baselined
Supporting Environments Set Up
Project Plans Approved
Plan
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IT Service Lifecycle - Build
Technology and Enterprise
Architecture
Program Management
Custom Consulting
Proof of Concept
Developer Support
BuildPrototype Completed
Scope Complete
Internal Release 1Internal Release 2
Internal Release n
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IT Service Lifecycle - Deploy
Custom Consulting
Program Management
Deployment Support
Deployment Stabilized
Deployment Completed
Deploy
Site Deployments Completed
Core Solution Components Deployed
Pilot CompletedRelease Readiness Approved
Stabilize
User Acceptance Testing Completed
1st Functional Testing Pass Completed
User Interface Stabilized
System Testing Completed
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IT Service Lifecycle – Operate and Support
System AdministrationSecurity AdministrationService Monitoring & Control Job SchedulingNetwork AdministrationDirectory Services AdminPrint/Output ManagementStorage Management
Service DeskIncident
ManagementProblem
Management
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IT Service Lifecycle - Optimize
Service Level ManagementFinancial ManagementService Continuity
ManagementAvailability ManagementCapacity ManagementWorkforce Management
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The Maturity and Management Challenge
Gartner Research, Inc., “Conference Polling Indicates Improvement in IT Management Process Maturity,” Deb Curtis, April 2006.
60%
30%
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IT Infrastructure Library
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What does ITIL cover?
Planning to Implement Service Management
Service Management
ServiceSupport
ServiceDelivery
The
Business
The Business
Perspective
Applications Management
ICTInfrastructureManagement
The
Technology
Security Management
The
Business
Planning to Implement Service Management
Service Management
ServiceSupport
ServiceDelivery
The Business
Perspective
Applications Management
ICTInfrastructureManagement
The
Technology
Security Management
Service SupportIncident ManagementProblem ManagementChange ManagementRelease ManagementConfiguration Management
Service DeliveryService Level ManagementCapacity ManagementAvailability ManagementFinancial Management for ITIT Contingency Management
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The Task
Organization with:Multiple geographically dispersed officesLarge IT department with clear role and technology separationA lot of users and IT servicesUsers can stay without business application for maximum of 2 hours and email – for 4 hours
Describe how you will organize and optimize the incident management process:What roles in IT should be defined?How end users will contact the support staff and get information about incident status?How incident handling and resolving should be organized?What information should be provided to business managers and when?
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Answers
Send answers to [email protected] presentations and process diagrams would be appreciatedDeadline for answers – 28.02.2007First place prize – attend one course in ITCE for free and more…
Questions
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