ENTERPRISE SOFTWARE ENGINEERING
&
SOFTWARE ENGINEERING IN THE ENTERPRISE IT Service Management
IT Organisation in Change
Q uality o f IT Ser v ices Costs of I T Services
Future
Now ch an ge
ch an ge
Can we deliver? All the time?
Perfect IT Services
Yes You’re either telling porkies or about to become very rich
& famous!
No Welcome to the club – its
large and friendly!
Business
Demands IT
Consistent and accurate solutions
Available, Usable, Secure & Perform
Service
Services are a means of delivering value to
customers by facilitating outcomes customers
want to achieve, without the ownership of
specific costs and risks.
The Future: A Global Service Economy
IT Process Framework
Domains of IT IT Process Framework
Project management
Service management & service support Order
• Receive request for development (application change, pre-study, etc)
• Receive request for operational change (service level change)
Core delivery processes
Prioritize & plan
• Prioritize orders
• Plan resources
Execute Development
• Manage development
• Manage devel. configuration
• Capture requirements
• Analyse & design
• Implement
• Test
• Deploy Operations
• Plan/schedule operations
• Monitor operations
• Execute operations routines
• Maintain infrastructure
• Service desk / Incident management (incl std work requests)
• Problem management
• Change management
• Service packaging and service level management
• Capacity management
• Infra. configuration management
• Release management Governing processes (IT strategy / planning, architecture, venture process, etc.)
• Quality management • Human resources (recruting, people development, skill mgt, …)
• Procurement & external supplier management Supporting processes
• Availability management
• IT continuity management
• Security management
• Financial management
IT Process Framework
Project management
Service management & service support Order
• Receive request for development (application change, pre-study, etc)
• Receive request for operational change (service level change)
Core delivery processes
Prioritize & plan
• Prioritize orders
• Plan resources
Execute Development
• Manage development
• Manage devel. configuration
• Capture requirements
• Analyse & design
• Implement
• Test
• Deploy
• Service desk / Incident management (incl std work requests)
• Problem management
• Change management
• Service packaging and service level management
• Capacity management
• Infra. configuration management
• Release management Governing processes (IT strategy / planning, architecture, venture process, etc.)
• Quality management • Human resources (recruting, people development, skill mgt, …)
• Procurement & external supplier management Supporting processes
• Availability management
• IT continuity management
• Security management
• Financial management Order
• Receive request for development (application change, pre-study, etc)
• Receive request for operational change (service level change)
Core processes
Prioritize & plan
• Prioritize orders
• Plan resources
Operations
• Plan/schedule operations
• Monitor operations
• Execute operations routines
• Maintain infrastructure
Value chain responding to business customer need Value chain responding to business customer need (typically new or changed IT service, can also be related (typically new or changed IT service, can also be related
IT services such as advisory) IT services such as advisory)
SpecificSpecific business business customer customer need need
Business Business need fulfilled need fulfilled (New or (New or changed IT changed IT service service established) established)
Value chain responding to daily need of users and need to Value chain responding to daily need of users and need to
coordinate and secure end coordinate and secure end- -to to- -end service end service
IncidentIncident User request User request Need for Need for proactive proactive measures measures
Sustained Sustained operational operational excellence of excellence of established IT established IT services services (end (end--toto--end)end)
Framework and processes to secure long
Framework and processes to secure long term business and IT alignment, synergies, IT term business and IT alignment, synergies, IT
structure and cost effectiveness structure and cost effectiveness
IT Process Framework
Project management
Service management & service support Order
• Receive request for development (application change, pre-study, etc)
• Receive request for operational change (service level change)
Core delivery processes
Prioritize & plan
• Prioritize orders
• Plan resources
Execute Development
• Manage development
• Manage devel. configuration
• Capture requirements
• Analyse & design
• Implement
• Test
• Deploy
• Service desk / Incident management (incl std work requests)
• Problem management
• Change management
• Service packaging and service level management
• Capacity management
• Infra. configuration management
• Release management Governing processes (IT strategy / planning, architecture, venture process, etc.)
• Quality management • Human resources (recruting, people development, skill mgt, …)
• Procurement & external supplier management Supporting processes
• Availability management
• IT continuity management
• Security management
• Financial management Order
• Receive request for development (application change, pre-study, etc)
• Receive request for operational change (service level change)
Core processes
Prioritize & plan
• Prioritize orders
• Plan resources
Operations
• Plan/schedule operations
• Monitor operations
• Execute operations routines
• Maintain infrastructure
Value chain responding to daily need of users and need to Value chain responding to daily need of users and need to
coordinate and secure end coordinate and secure end- -to to- -end service end service
IncidentIncident User request User request Need for Need for proactive proactive measures measures
Sustained Sustained operational operational excellence of excellence of established IT established IT services services (end (end--toto--end)end)
IT Process Framework
Project management
Service management & service support Order
• Receive request for development (application change, pre-study, etc)
• Receive request for operational change (service level change)
Core delivery processes
Prioritize & plan
• Prioritize orders
• Plan resources
Execute Development
• Manage development
• Manage devel. configuration
• Capture requirements
• Analyse & design
• Implement
• Test
• Deploy Operations
• Plan/schedule operations
• Monitor operations
• Execute operations routines
• Maintain infrastructure
• Service desk / Incident management (incl std work requests)
• Problem management
• Change management
• Service packaging and service level management
• Capacity management
• Infra. configuration management
• Release management Governing processes (IT strategy / planning, architecture, venture process, etc.)
Supporting processes
• Availability management
• IT continuity management
• Security management
• Financial management
ITIL ITIL
• Quality management • Human resources (recruting, people development, skill mgt, …)
• Procurement & external supplier management
ITIL
IT Infrastructure Library (ITIL)
– A series of books on the provision of quality IT services – Produced by OGC, published by the Stationery Office – A code of Best Practice Framework for IT Service provision – Non‐proprietary Impartial and Generic
– Publicly available – First written in 1986 – 1993
Service Management Service Management
Service Service Delivery Delivery T
h e
B u s I n e s s
T h e
T e c h n o l o g y The
Business Perspective
ICT Infrastructure
Management Planning to Implement Service Management
Applications Management Service Service Support Support
Security Security Management Management
IT Infrastructure Library (ITIL)
The ITIL Processes
Infrastructure Applications Service Management
Service Support
Service Level Management Availability Management Capacity Management Finance Management IT Service Continuity Management Service Delivery
Incident Management Problem Management Change Management Release Management Configuration Management Service Desk
Change Management Change Management
Overview of ITIL Processes
Service Support
&
Service Delivery
IT Service Processes
Service Level Management
Planning Availability, Capacity, Continuity and Finance
Infrastructure Change, Release and Configuration Management
Support Service Desk, Incident,
and Problem Management Business Requirements Budget
Performance Disaster Charges
Costs Performance
Recovery Charges
Changing or improving the IT
Infrastructure Service level
targets
SLA SLABusiness Process Owner
Service Support Processes
Service Desk Incident Management
Problem Management
Change Management
Release Management
Infrastructure
Configuration Management
Customers Alerts
Service Delivery Processes
Business Process Owners
Service Level Management
Capacity Management
Financial
Mgt Availability Management
IT Service Continuity
Change Management
Service Management Responsibility Pyramid
Problem Change
Se rv ic e Desk In cident Release Configurat ion
Service Level
A v a ilabil it y
Capacity
Financial Se rv ic e Cont inui ty
Service Delivery
Service Support
Incident Management
• Description – End users (the customers of the IT department) need a clearly defined point of contact.
Incident management’s center of attention is the restoration of the agreed service level in a speedy and uniform manner.
• Goal –Swift restoration of normal service operation
(normal, as defined within SLA limits) and minimal
impact on business processes.
Problem Management
• Description – problem management is focused on preventive measures and the identification of the root cause of incidents.
• Goal – An efficient and timely solution for problems is based on the definition of clear priorities.
Configuration Management
• Description – management of the configuration is essential to tap the full potential of an application system. Configuration management is responsible for providing the information necessary for planning and monitoring of the resources.
• Goal – There is no single goal of the configuration management process, rather there are multiple goals:
– Account for IT assets and configurations.
– Verify the configuration records and correct exceptions.
– Provide accurate information for other processes (incident, problem, change and release management).
Configuration Management Database (CMDB)
• Stores details of :
‐ CIs
‐ Attributes
‐ Relationships
The ‘core’ of an integrated service management tool
= “information bank” for all other ITIL processes
Includes “everything needed to deliver the service” = scope definitions & phase by phase implementation important.
CMDB Capacity SLAs
IT Service Continuity
Availability
Finance
Changes Incidents
People
Locations
Assets
Releases
Documents Licences