Transcription
Service designLou Hunnebeck Crown Copyright 2011 - reproduced under license from the Cabinet Office
Service design Key areas of improvement: New processEnhanced process flowsClarification of: The five aspects of design The service lifecycle within the service portfolioRevised service catalogue language:(customer facing service and supporting service) Expanded design interfaces to other service lifecycle stages Crown Copyright 2011 - reproduced under license from the Cabinet Office
Design coordinationFor overall design lifecycle stageDefine and maintainpolicies and methodsPlan design resourcesand capabilitiesCoordinate designactivitiesManage designrisks and issuesImprove service designFor each designPlan individualdesignsCoordinate individualdesignsgMonitor individuald idesignsReview designs andensure handover ofservice design package Crown Copyright 2011 - reproduced under license from the Cabinet Office
Clarity of types of services CustomerCustomer-facingfacing service: IT services that are seen by the customer. These aretypically services that support business units/ businessprocesses, directly facilitating outcome(s) desired by thecustomer Supporting service: IT services that supportpp or ‘underpin’p the customer-facinggservices. These are typically invisible to the customer, butessential to the delivery of customer-facing services Crown Copyright 2011 - reproduced under license from the Cabinet Office
Service cataloguegService catalogueBusinessprocess 1Service AService 1Businessprocess 2Service BService 2Service CService 3Business / customerservice catalogue viewBusinessprocess 3Service DService 4Links to relatedinformationService 5Technical / supportingservice catalogue viewService assets / configuration records Crown Copyright 2011 - reproduced under license from the Cabinet Office
Five aspects of design - consistency Service solutions for new or changed services ManagementMt informationi fti systemstandd toolst l Technology architecture and managementarchitecture The processes required Measurement methods and metrics Crown Copyright 2011 - reproduced under license from the Cabinet Office
Service transitionStuart Rance40 Crown Copyright 2011 - reproduced under license from the Cabinet Office
Service transitionKey areas of improvement Content and relationships of SKMS andCMSHow and when to use a change proposalContent about asset management added to SACMNew high level process flow for release and deploymentImproved integration between process flowcharts and textEvaluation renamed to change evaluationMost risk management content moved to appendix41 Crown Copyright 2011 - reproduced under license from the Cabinet Office
SKMS and CMSSKMSThe CMS ispart of theSKMSSome CIs (such asSLAs or releaseplans) are in theSKMSCMSConfigurationrecords arestored inCMDBs inthe CMSEach configurationrecord points to anddescribes a CIOther CIs (such asuserss andusea d servers)se e s)are outside theSKMS42 Crown Copyright 2011 - reproduced under license from the Cabinet Office
Change proposals UsedU d ffor majorj changeh Usually created by service portfolio managementProvides description of change and business caseSubmitted before new/changed service is charteredChChangemanagementt checksh k forf resource conflictsfli t orother issues before authorizingAllows change management to add long term plans RFCs raised in the normal way for specificchanges RFCs linked to the change proposal Crown Copyright 2011 - reproduced under license from the Cabinet Office
Release and deploymentchange managementAuthauthorizerelease planningrelease anddeploymentplanningAuthAuthauthorizebuild and testreleasebuild and testauthorizecheck into tirementdeploymentdeploymenttransferAuth changehmanagementt authorizationth i tiretirement Crown Copyright 2011 - reproduced under license from the Cabinet Officepostimplementationreviewreview andclose
SACM Asset management content moved together toa singleg sub-headingg Fixed assets and fixed asset managementgSoftware asset managementSecure libraries and secure storesDefinitive sparesDefinitive media libraryDecommissioning assets Crown Copyright 2011 - reproduced under license from the Cabinet Office
Service operationRandy Steinberg Crown Copyright 2011 - reproduced under license from the Cabinet Office
Service operation Key areas of improvement: Enhanced process flowsEnhanced functional andorganizational guidanceProactive problem management and root cause analysistechniquesI idIncidentmatchinghi Enhanced guidance - physical facilities and data centers Application management v application development Crown Copyright 2011 - reproduced under license from the Cabinet Office
Service operation Further clarification: Incident v pproblem v requestqRequests v standard changes v change proposalsRequest modelsWhen incidents trigger the problem mgt. processHow application management differs from applicationdevelopmentHow event mgmt. triggers incident mgmt.Events v alarms, alerts, thresholds, and warnings Crown Copyright 2011 - reproduced under license from the Cabinet Office
Service requestsAvailable questqmodelFulfilled service requestRequest forchange (RFCs) Crown Copyright 2011 - reproduced under license from the Cabinet Office
Continual service improvement (CSI)Vernon Lloyd50 Crown Copyright 2011 - reproduced under license from the Cabinet Office
CSI Seven-step improvement process Now has 7 steps Documented as every other ITILprocess Relationship with “Plan-Do-Check-ActPlan-Do-Check-Act “moremore explicitCSI model renamed CSI approachCSI register introducedImproved interfaces between CSI and other lifecyclestagesLots of small improvements51 Crown Copyright 2011 - reproduced under license from the Cabinet Office
Seven--step improvementSevenWisdom1. Identify strategy for improvement VisionVi i Business need Strategy Tactical goals Operationalpggoals3 Gather the data3. Who? How? When? Criteria to evaluateintegrity of data Operational goals Service measurementPLAN7. Implement improvementDOACT6. Present and use theinformation Assessment summary? Action plans? Etc.gKnowledgeData2. Definee e whata you willmeasureCHECK5 Analyse the information5.and data Trends? Targets? Improvements required?4 Process the data4. Frequency? Format? Tools and systems? Accuracy?52 Crown Copyright 2011 - reproduced under license from the Cabinet OfficeInformation
CSI approachHow do we keepthe momentumgoing?What is the vision?Business vision,mission, goals andobjectivesWhere are weWhnow?BaselineliassessmentsWhere do we wantto be?Measurable targetsHow do we getthere?Service andprocessimprovementDid we get there?Measurements andmetrics53 Crown Copyright 2011 - reproduced under license from the Cabinet Office
CSI register Used to record all improvement opportunitiesCategorised into large / medium / small, quick / medium term / long termDocuments the potential benefitsUsed to prioritize opportunitiesTool for managing and reporting all improvement activityP id visibilityProvidesi ibilit off improvementsit There is an examplep CSI registergin CSIappendix B54 Crown Copyright 2011 - reproduced under license from the Cabinet Office
SummaryThe Business / CustomersRequirementsServiceSt tStrategySeervice Knowledge Management Systtem (SKMS)(IIncluding: the Service Portfolio and SService hangeproposalsResource viceTransitionNew ments icesImprovementactions & plans Crown Copyright 2011 - reproduced under license from the Cabinet Office
ITIL 2011Budapest – October 2011Colin RuddFSM, FBCS, CITP, CEng, FIITTService Management consultant, mentor and coachITIL AuthorIT EnterpriseE ti ManagementMt ServiceS i Ltd.Ltdcolin.rudd@itemsltd.co.ukDirector of itSMF UK Crown Copyright 2011 - reproduced under license from the Cabinet Office Crown Copyright 2011 - reproduced under license from the Cabinet Office
Service assets / configuration records. Five aspects of designFive aspects of design -- consistency Service solutions for new or changed services MtiftitdtlManagement information systems and tools . SACM Asset management content moved together to a single sub-heading
