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Slide1 INTRODUCTIONTOITSERVICEMANAGEMENT Slide2 ITServiceManagementObjectives ITILisaBestPracticeFrameworkused ToalignITserviceswiththecurrentandfutureneedsofthebusinessanditsCustomersTodevelopthequalityoftheITservicesdeliveredToreducethelongtermcostofserviceprovision Slide3 WhyServiceManagement IncreasingITvisibilityandRelianceIncreasingdemandfromBusinesstodelivereffectiveITsolutions services CostEffective IncreasingcomplexityofITinfrastructureandprocessesIncreasingcompetitionIncreasingpressuretorealisereturnoninvestment Slide4 Considerations DonotbeoverambitiousConsiderwhatelementsalreadyexist areinuseandeffectiveIdentifywhatcanbere usedorneedstobedevelopedAdapttheguidelinestomeetyourrequirements Slide5 ProcessImprovementModel Slide6 ProcessImprovementStages ProcessimprovementdefinitionCommunicationPlanningImplementationReviewandAudit Slide7 ITILServiceManagement ServiceSupportDaytodayoperationalsupportofITservicesServiceDeliveryLongtermplanningandimprovementofITserviceprovision KeyDefinitionsCustomer recipientofaservice usuallytheCustomermanagementhasresponsibilityforthefundingoftheservice Provider theunitresponsiblefortheprovisionofITservice Supplier athirdpartyresponsibleforsupplyingorsupportingunderpinningelementsoftheITservice User thepersonusingtheserviceonadailybasis Slide8 ITServiceManagementOverview BUSINESS Customer User User User SD IM PROBLEM CH REL CONFIGURATION SLM AM CM ITSCM FINANCE SERVICESUPPORT SERVICEDELIVERY SPOC SLA SPOCSinglePointofContactSDServiceDeskIMIncidentMngtCHChangeMngtRELReleaseMngt SLAServiceLevelAgreementSLMServiceLevelMngtAMAvailabilityMngtCMCapacityMngtITSCMITServiceContinuityMngt Slide9 ServiceSupportProcessModel ConfigurationManagement ReleaseManagement ChangeManagement ProblemManagement IncidentManagement Business CustomersorUsers Releases Changes ManagementTools Incidents Incidents ServiceDesk ProblemsKnownErrors CI sRelationships Releases Changes Incidents DifficultiesQueriesEnquiries CommunicationsUpdatesWorkarounds CMDB Slide10 CommunicationsUpdatesReports CapacityPlanCDBTargets ThresholdsCapacityReportsSchedulesAuditReports ServiceDeliveryProcessModel Business CustomersandUsers QueriesEnquiries SLA s SLR s OLA sServiceReportsServiceCatalogueSIPExceptionReportsAuditReports ServiceLevelManagement ITContinuityPlansBIA RiskAnalysisControlCentresDRContactsReportsAuditReports ITServiceContinuityManagement RequirementsTargetsAchievements FinancialPlanTypes ModelsCosts ChargesReportsBudgets ForecastsAuditReport AvailabilityPlanDesignCriteriaTargets ThresholdsRe
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