your logo here slide master view www.itilsurvival.com © www.itilsurvival.com (reproduced with...

Download YOUR LOGO HERE Slide Master View www.itilsurvival.com © www.itilsurvival.com (reproduced with permission) Service Level Management All course material

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  • Slide 1
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  • YOUR LOGO HERE Slide Master View www.itilsurvival.com www.itilsurvival.com (reproduced with permission) Service Level Management All course material is copyright. It is forbidden to use this material other than for study purposes. Display for internal use only. Approval for commercial purposes will be granted under contractual agreement
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  • YOUR LOGO HERE Slide Master View www.itilsurvival.com (reproduced with permission) 2 Introductions Your presenter > You Your role(s) Your expectations
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  • YOUR LOGO HERE Slide Master View www.itilsurvival.com (reproduced with permission) 3 Program 09.00Start 10.30Morning tea / coffee 12.30Lunch 15.00 Afternoon tea / coffee 17.00End Note.. There is enough information here to conduct a full day workshop on Service Level Management. If you wish to do a short presentation keep only slides; 1, 7-9, 12-15, 17-21, 33, 35, 38, 60-64
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  • YOUR LOGO HERE Slide Master View www.itilsurvival.com (reproduced with permission) 4 Day Objectives Understanding of the Service Level Management process and its activities. Good understanding of the relationships with other IT Service Management processes. Ability to execute the Service Level Management activities.
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  • YOUR LOGO HERE Slide Master View www.itilsurvival.com (reproduced with permission) 5 Overview Service Management
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  • YOUR LOGO HERE Slide Master View www.itilsurvival.com (reproduced with permission) 6 Why Service Management? Business more and more dependent on IT Complexity of technology increases Customers demand more Environment becomes more competitive Focus on controlling costs of IT Low customer satisfaction...
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  • YOUR LOGO HERE Slide Master View www.itilsurvival.com (reproduced with permission) 7 Service Management = The Objective Tree = Quality Flexibility Cost management How / What ? ORGANIZATION BUSINESS PROCESSES IT SERVICE PROVISION SERVICE MANAGEMENT Why! effective efficient organization effective efficient IT service provision
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  • YOUR LOGO HERE Slide Master View www.itilsurvival.com (reproduced with permission) 8 The Functionally Oriented Organization the lines decide GOAL FEEDBACK ACTIVITIES RESULT GOAL FEEDBACK ACTIVITIES RESULT GOAL FEEDBACK ACTIVITIES RESULT GOAL FEEDBACK ACTIVITIES RESULT GOAL FEEDBACK ACTIVITIES RESULT GOAL FEEDBACK ACTIVITIES RESULT
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  • YOUR LOGO HERE Slide Master View www.itilsurvival.com (reproduced with permission) 9 The Process Driven Organization the processes decide GOAL FEEDBACK ACTIVITIES RESULT
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  • YOUR LOGO HERE Slide Master View www.itilsurvival.com (reproduced with permission) 10 IT Service Management (ITSM) Focus Organization Process People Technology
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  • YOUR LOGO HERE Slide Master View www.itilsurvival.com (reproduced with permission) 11 Questions?
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  • YOUR LOGO HERE Slide Master View www.itilsurvival.com (reproduced with permission) 12 ITIL Service Management Service Level Management Financial Management for IT services Capacity Management IT Service Continuity Management Incident Management Problem Management Change Management Configuration Management Release Management IT Infrastructure security Service Desk Availability Management
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  • YOUR LOGO HERE Slide Master View www.itilsurvival.com (reproduced with permission) 13 Service Level Management
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  • YOUR LOGO HERE Slide Master View www.itilsurvival.com (reproduced with permission) 14 Service Level Management is the process of maintaining and gradually improving business aligned IT service quality, through a constant cycle of agreeing, monitoring, reporting and reviewing IT service achievements and through instigating actions to eradicate unacceptable levels of service Service Level Management Goal
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  • YOUR LOGO HERE Slide Master View www.itilsurvival.com (reproduced with permission) 15 SuppliersCustomers Service Level Management Underpinning Contracts Service Level Agreement Change Management Problem Management Configuration Management Release Management Security Management Capacity Management It Service Continuity Management Availability Management Financial Management Core Processes (apps, hardware, tech support, networks) Service Desk (IncidentManagement) SLM, The Customer, The Suppliers
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  • YOUR LOGO HERE Slide Master View www.itilsurvival.com (reproduced with permission) 16 Service Level Management and IT System Management Development SUPPLIE SSUUPPPPLLIIEERSRSSSUUPPPPLLIIEERSRSSUPPLIE SSUUPPPPLLIIEERSRSSSUUPPPPLLIIEERSRS SolutionIntegrationSolutionIntegration OperationsandSupportOperationsandSupport Change Management Service Level Management SPA SLA Users (Business) Account Management Service Planning Align System Management Strategy Analyze Business Needs Design Solution Build / Buy / Integrate Solution Implement and Roll-out Solution Operate / Run Solutions Support / Maintain Solutions Scope of IT Service Offerings PARTNERSPARTNERSPARTNERSPARTNERS PARTNERSPARTNERSPARTNERSPARTNERS UC
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  • YOUR LOGO HERE Slide Master View www.itilsurvival.com (reproduced with permission) 17 Terminology within SLM Service Level Requirements, Service Catalogue, Service Level Agreement, Service Level Reporting and Service Improvement program.
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  • YOUR LOGO HERE Slide Master View www.itilsurvival.com (reproduced with permission) 18 Terminology (I) SLR = Service Level Requirements detailed recording of the customers needs blueprint for defining, adapting and revising of services Service Spec Sheets = Service Specifications connection between functionality (externally / customer focussed) and technical (internally / IT organization focussed) Service Catalogue detailed survey of available services detailed survey of available service levels derived from the Service Spec Sheets, but written in customer terminology
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  • YOUR LOGO HERE Slide Master View www.itilsurvival.com (reproduced with permission) 19 Terminology (II) SLA = Service Level Agreement the written agreement between the provider and user of the IT services Service Level Achievements the Service Levels that have to be realised measuring values indicating whether the SLA has been met SIP = Service Improvement program / Plan actions, phases and delivery dates for improvement of a service Part of the Service Level Agreement
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  • YOUR LOGO HERE Slide Master View www.itilsurvival.com (reproduced with permission) 20 Terminology (III) SPA = Service Provision Agreement OLA = Operational Level Agreement a written agreement with another internal IT department: availability of the network availability of print servers business hours of The Service Desk UC = Underpinning Contract a written agreement with an external IT supplier: e.g. Telecomms provider / desktop support agent outsourced hardware maintenance
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  • YOUR LOGO HERE Slide Master View www.itilsurvival.com (reproduced with permission) 21 SLM Activities Identification analysing current services recording the current service provision in a Service Catalogue. Definition matching & customizing with the customer of the right service provision against the right costs: Service Catalogue demands of the customer (Service Level Requirements). Agreement defining and signing of an SLA. substantiate the SLA with SPAs / OLAs and Underpinning Contracts
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  • YOUR LOGO HERE Slide Master View www.itilsurvival.com (reproduced with permission) 22 Activities: match & customize (I) Match & Customize Match & Customize SLA steer why how guarding reporting Input from all processes Input from all processes Customer Demand Service Catalogue Price List Service Catalogue Price List IT service provision Input from 3 rd parties Input from 3 rd parties
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  • YOUR LOGO HERE Slide Master View www.itilsurvival.com (reproduced with permission) 23 Activities: match & customize (II) why guarding reporting Demand study by the customer: SLR (Service Level Requirements) blue print for SLA Effectiveness & efficiency: use of IT services importance of IT services Budget study: What are the costs if we do not choose a particular service? (Can we afford it?) budgeting Customer Demand steer
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  • YOUR LOGO HERE Slide Master View www.itilsurvival.com (reproduced with permission) 24 Activities: match & customize (III) steer why guarding reporting steer: influence on IT service provision choices can be made why Effectiveness: the added value of IT service provision guarding reporting the course of IT service provision Customer Demand
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  • YOUR LOGO HERE Slide Master View www.itilsurvival.com (reproduced with permission) 25 Activities: match & customize (IV) steer how guarding reporting Service Catalogue Inventory of the current service provision: (Service Spec Sheets) What are the characteristics of the Infrastructure? What customers and customer profiles? SPA / OLA: what agreements exist with internal IT parties? Underpinning ContractUnderpinning Contract: what agreements exist with external IT parties? Service Catalogue Price List Service Catalogue Price List IT service provision
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