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ITIL Service Strategy Def2

Terms in this set (88)

ITIL is adapted by organizations for these three reasons.
1. To manage knowledge.
2. To adopt a standard approach to service management.
3. To integrate business and IT strategies.
2 sources for best practice.
1. Frameworks
2. Academic research.
ITIL Service Strategy 2.1.7; Figure 2.3 Sources of service management best practices
Ways to classify a service
Core
Enabling
Enhancing
Description of an external customer
Organizations that fund the service directly in the form of revenue
Examples of an internal service
The IT department provides report printing to a business unit
An IT Department that provides server space to another IT department
A data storage service that is measured by a service level agreement (SLA)
hint: no contract
Description of utility
Utility is important to business because it ensures a service is able to meet its required outcome.
Elements of service capability
People
Process
Organization
Knowledge
Management
Ways services can enter the service pipeline
A customer identifies a new business opportunity that requires IT support.
Continual service improvement (CSI) identifies a current gap in the service portfolio.
A new technology is available and can create new business opportunities.
A service provider's strategy identifies a new opportunity.
Governance includes
Taking actions to resolve issues
Defining roles and responsibilities
Policies and strategy
Operational objectives include
Minimize risks
Improve efficiencies
Increase productivity
Correct approach to managing risks
-Identify risks
-Analyze them
-Document them
-Review them periodically and when any change occurs in the project
Type II service provider
An area of IT that provides shared services
Types of supplier
A third-party organization
A hardware vendor
A Type III service provider
Value is defined in terms of these three areas
Business outcomes
Customer perceptions
Preferences
Objectives of service portfolio management (SPM)
- Control which services are offered, under what conditions and at what level of investment
- Maintain the definitive portfolio of services provided and the business outcomes it supports
- Analyze which services are no longer viable and when they should be retired
Purpose of financial management for IT services
- Secures the appropriate level of funding to design, develop and deliver services that meet the strategy of the organization
- A gatekeeper that ensures that the service provider does not commit to services they are not able to provide
- Identifies the balance between the cost and quality of the service
- Maintains the balance of supply and demand between the service provider and their customers
Objectives of business relationship management
-Identify changes to the customer environment that could potentially impact the type, level or utilization of services provided
- Ensure that the service provider understands the customer's perspective of service, and is therefore able to prioritize its services and service assets appropriately
- Ensure high levels of customer satisfaction, indicating that the service provider is meeting the customer's requirements.
Examples of service automation
- Optimization of computing resources
- Storing process knowledge
- Automatic routing of incident records
Services facilitate outcomes by
- Enhancing performance of tasks
- Reducing the effect of constraints
- Performing a task
Agreed levels of service must be provided to which of the following
- Internal customers who fun the IT department budget
- External customers who pay for service agreements
- Internal and external customers in general
- Internal or external customers who specify that they need an SLA
Outcome (definition)
The intended or actual results of carrying out an activity, following a process, or delivering an IT service
or
The result of carrying out an activity, following a process, or delivering an IT service, etc.
Service is made up of the following
Information technology, people, processes
Reasons for differentiating between internal and external services
- To specify which services support an internal activity
- To identify which services support a business outcome
Fit for purpose
Utility
Customer and service assets
Resources and capabilities
Why might a service be in the service pipeline?
- a customer requests a new service
- a business outcome is under-served by current services
- continual service improvement (CSI) processes identify a gap in the current service portfolio
CSI
Continual Service Improvement
5 elements of the Service Life Cycle
1. Service Strategy
2. Service Design
3. Service Transition
4. Service Operation
5. Continual Service Improvement
Elements of governance
- Defining policies, rules, boundaries and strategy
A business case should include business objectives focusing on these areas
- Operational
- financial
- industry
- strategic
During an implementation of service management, who is responsible for ensuring that risks are mitigated?
Project Manager
Types of service provider (ITIL)
Type I: internal service provider
Type II: shared service unit
Type III: external service provider
Third parties responsible for providing goods or services that are required to deliver IT services can be
- Vendors
- Suppliers
- Providers
- Outsourcers
Characteristics of a value
- The service or product has an affordable mix of features
- Value changes over time and circumstance.
- Services achieve customer-defined objectives.
Economic value of a service (description)
The total value that the customer perceives in the ability to meet desired outcomes.
Warrant (description)
- How a service is delivered
- That a service is fit for use
Service portfolio (description)
The service portfolio represents all of the resources presently engaged or being released in various stages of the service lifecycle.
Elements of risk management
- Analyzing the risks
- Identifying the risks
- Mitigating the risks
- Documenting the risks
Primary concern of service portfolio management
That the service provider is able to generate value from the services in the portfolio
SPM
service portfolio management
In order to link each service to a business outcome, internal service providers must work with which of the following groups?
Business units
Service portfolio management evaluates this
The value of services throughout their lifecycle
Service portfolio clarifies these elements
- Why a customer should by the services
- How resources and services should be allocated
- What the cost of the services are to the customer
Stated purpose of financial management for IT services
securing the appropriate level of funding for services
3 main processes within financial management for IT services
- Budgeting
- charging
- accounting
2 cycles within accounting, budgeting and charging as part of financial management for IT services
- operational cycle
- planning cycle
Objectives of financial management for IT services
- Facilitating good stewardship of service and customer assets
- Understanding the relationship between expenses and income
- Accounting for money spent on the creation of services
- Evaluating the financial impact of new or changed strategies
ITIL process that ensures the service provider is able to meet the customer needs as business needs change over time and between circumstances
Business relationship management
Primary measure of business relationship management
customer satisfaction level
ITIL process that is the primary area of strategic communication with customers, service providers and the service provider's application development teams
Business relationship management
ITIL process that identifies the change and the impact on a service utilization of a change in a customer's business
Business relationship management
Components of a service portfolio
- Service Catalog
- Service Pipeline
Ways in which service automation improves the utility and warranty of services
- Automated systems can operation 24/7, reducing restrictions on time of access
- Automated resources can respond to capacity changes more easily than adding or removing human resources
- Codified knowledge is easier to capture and distribute in an organization
- Service automation can reduce cost and risks for the organization
Which ITIL process has the objective of facilitating good stewardship of service and customer assets to ensure that the organization meets its objectives?
Financial management for IT services
Business case
term used by ITIL to describe a decision support and planning tool that projects the likely consequences of a business action
Sources that generate best practice
- standards
- industry practices
- academic research
- internal experience
Characteristics of ITIL practices
- vendor neutral
- best practice
- public domain
Service Management (definition)
A set of specialized organizational capacities for providing value to customers in the form of services
Service Provider (definition)
An organization supplying services to one or more internal or external customers
IT Service Management (definition)
The implantation and management of quality IT services that meet the needs of the business
ITSM
IT service management
service level agreements (SLAs)
used to document agreements between the IT service provider and the customer
SLA
service level agreement
a service level agreement (SLA) describes
- the IT service
- service level targets
- service availability
- hours of support
Elements of service level agreement
- specifies responsibilities of the customer
- may cover multiple IT services
- specifies the responsibility of the IT service provider
customer (definition)
the person or group who purchases goods or services
user (definition)
the person or group who uses the service on a daily basis
supplier (definition)
the person or group responsible for supplying goods or services to deliver IT services
Customer (various descriptions)
- the person or group who buys goods or services
- the person or group who defines and agrees service level targets
- a term sometimes used informally to mean user
Main difference between users and customers
some customers do not use the IT service directly
Characteristics of a supplier
- hardware, software vendors, telecom providers and outsourcing organizations
- a third party responsible for supplying goods or services required to deliver IT services
ITIL provides guidance on
- IT service management (ITSM) processes and functions
- The provision of quality IT service
Purpose of the service strategy stage of the lifecycle
to define the perspective, position, plans and patterns that a service provider needs to be able to execute to meet an organization's business outcomes.
Service Strategy objectives
- a clear service provision model that articulates how services will be delivered and for what purpose
- the provision of processes that define the strategy of the organization, the services that will achieve the strategy, the level of investment that will be required, the levels of demand, and the mans to ensure a working relationship exists between the customer and service provider
Two aspects of service strategy
- to define a strategy whereby a service provider will deliver services to meet a customer's business outcomes
- how t manage those services
How Service Strategy provides value
By supporting the creation and maintenance of a portfolio of quantified services that will enable the business to achieve a positive return on its investment in services
3 types of service
Core, enabling, and enhancing
What are Patterns of Business Activity used for
Understanding the interactions with customers, suppliers, partners and other stakeholders to be able to plan for different levels of business activity
PBA
Patterns of Business Activity
With regard to service management in general, which elements are automation said to improve?
Utility and warrant of services
Which of the following areas could benefit from automation of service management?
1. Design and modeling
2. Service catalog
3. Pattern recognition and analysis
4. Detection and monitoring
All of the above
What is required in order to handle routine service requests with automation?
1. The requests have to be identified, classified, and routed to automated units or self-service options.
2. Patterns of business activity that exist with each customer need to be studied.
Stakeholder (definition)
a person who has an interest in an organization, project, IT service, etc.
What is a process?
a structured set of activities designed to accomplish a specific objective
Characteristics of a process
- It is performance driven and measurable
- It exists to deliver specific results
- It delivers primary results to a customer or stakeholder
What is a function?
a team or group of people and the tools or other resources they use to carry out activities
Objectives of service strategy
- to provide an understanding of what strategy is
- a clear identification of the definition of services and the customers who use them
- a means to identify opportunities to provide services and how to exploit them
- provide means for the service provider to organize itself so that it can provide services in an efficient and effective manner
- facilitate functional and transparent communication between the customer and the service provider, so that both have a consistent understanding of what is required and how it will be delivered
What is the term used to describe the result of carrying out an activity, following a process, or delivering an IT service?
an outcome
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