IT Services Assignment
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itservices_and_itsm.pdf
IT Services and ITSM
By Susan Miertschin
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What is a Service?
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What is a Service?
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• Definition from the ITIL Glossary of Terms:
• A service is a means of delivering value to customers by facilitating outcomes customers want to achieve without the ownership of specific costs and risks.
• From: http://esmarchitecture.com/key- concepts/business-it-digital-services.html
What is an Outcome?
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• Definition from the ITIL Glossary of Terms:
• The result of carrying out an activity, following a process, delivering an IT service, etc.
• The term is used to refer to intended results, as well as to actual results.
What is an IT Service?
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• Definition from the ITIL Glossary of Terms:
• A service provided to one or more customers by an IT service provider. An IT service is based on the use of information technology and supports the customer's business processes. An IT service is made up from a combination of people, processes and information technology and should be defined in a Service Level Agreement.
Types of IT Services • Core Services • Enabling Services • Enhancing Services
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• Supporting Services • Internal Customer-
Facing Services • External Customer-
Facing Services
Categories of IT Services or Ways to Organize IT Services
• Subliminal services o Data storage and backup
• Transactional services o Provide hardware o Provide software
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• Functional/Technical based
o network services
• System/Application based
o PeopleSoft System services
• Role based o CAD systems support
• Business-oriented o Services for close of financial
quarter o Online shopping
Elements of a Service • Controls • Contractual
requirements • Metrics • Service availability • Service capacity • Service level
requirements • Security requirements • Cost allocation/charge
backs
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• Users/Audience • User
Requirements/Expecta- tions
• Deliverables • Input - Information to
be supplied by the user • Mechanisms for
access/delivery • Resource/Roles
responsible for delivery
User / Audience / Customer Internal Customer External Customer
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• These customers work in the same organization as the service provider
• These customers are not employed by the organization that delivers the service
User Requirements and Expectations
• User satisfaction is inversely proportional to user expectation
o So the service has to be better to satisfy the user if their expectations are high
• Are requirements defined in plain language? And are they readily available?
• Are requirements defined in terms of inputs and outputs? • Did users help create the requirements? • Is there a formal suggestion /change request process? • Sometimes expectations are different from stated
requirements, however.
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Deliverables • Some are tangible,
some intangible • Must be verifiable • Some services have
multiple deliverable options
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Users Supply Input
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• User interface captures the input o UI might be a technology interface o Could be a human interface
• Does the user understands what’s is needed from him/her?
• Does the user have the information/items that are needed?
o If not, how will the user get the information needed?
• Is there trust that the user’s information is correct or does it need to be verified?
• When during the service process is the information required?
• How long will it take for the user to input the request?
o If it is too long, can it be broken into sections?
• Is there one contact point with the user for the information or will the input process be iterative?
User Interface Options
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• Self service o Access through Web portal o Initiate online chat o Phone in an interact via
Interactive Voice Response system
• Telephone to a human agent
• Submit a written request o Email o Letter o Online form
• In person o Walk in
• Interact without even knowing they are doing so
Personnel Required for Service Delivery
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• Will users interact with the individuals who deliver the service?
• Do the service people need experts to back them up?
• What skills are needed? • Are formal certifications
needed? • What other personal
qualities are needed? • Are there multiple contact
points? • What capacity is needed to
meet estimated demand?
Tools and Equipment Required for Service Delivery
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• What tools or equipment are needed to deliver the service?
• What capacity of tools or equipment is needed for the estimated demand?
• What redundancy of tools or equipment is needed to cover planned and unplanned outages/breakdowns?
• Can tools and equipment be purchased off-the-shelf are will custom tools be needed?
• What tools are needed for monitoring the service?
Controls What is a control?
Level s and Sources of Controls
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• A control is any rule or business logic that determines how the service is to be delivered
o Sometimes these are in place from common practice
• But they still need to be documented and thought through during service design phase
o Sometimes they must be invented from scratch
• Company policy o High level description o High level purpose
• Company procedure o Procedural details o Transaction models help
create, define, and refine procedure
• Legislation o Generally does not state how,
only what has to happen
• Contracts
Transaction Models • Defined interaction flows
for the service process
• Can be used to develop procedures
• The diagram illustrates a process of issuing vouchers and payments
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Contracts • Formally communicate requirements and
responsibilities for service delivery • Often include penalty charges that can be very
costly to service provider
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Service Metrics • Ways to measure quality
of a service
• Differ from one service to another
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Service Metrics – Dimensions of Quality
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• Usage • Capacity • Backlog • Customer Satisfaction • Financial Cost • Profitability • Risk
Based on SERVQUAL
Who are the Stakeholders in IT Service Management?
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• Definition from the ITIL Glossary of Terms:
• Stakeholders are all people who have an interest in an organization, project, or IT service. Stakeholders may be interested in the activities, targets, resources, or deliverables. Stakeholders may include customers, partners, employees, shareholders, owners, etc.
Stakeholders Internal External
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• Functional groups who deliver a service
• Teams who deliver a service
• Internal customers of the service
o Sometimes they buy the service
• Internal users of the service
o They use the service, but do not necessarily pay for it
• Customers o They buy the service
• Users o They use the service, but do
not necessarily pay for it
• Suppliers o Supply goods and services
required to deliver the IT service
• Hardware vendors • Software vendors • Network providers
What is Service Management?
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• Definition from the ITIL Glossary of Terms:
• Service Management is a set of specialized organizational capabilities for providing value to customers in the form of services.
What is a Service Provider?
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• Definition from the ITIL Glossary of Terms:
• An organization supplying services to one or more internal or external customers.
• The term Service Provider is often used as an abbreviation for IT Service Provider.
Service Management Core
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• Develop and manage capabilities
• Manage resources
What is IT Service Management?
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• Definition from the ITIL Glossary of Terms:
• IT Service Management is the implementation and management of quality IT services that meet the needs of the business. IT service management is performed by IT service providers through an appropriate mix of people, process and information technology.
What is an IT Service Provider?
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• Definition from the ITIL Glossary of Terms:
• A service provider that provides IT services to internal or external customers.
Service Level Agreements A Service Management Tool
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What is a Service Level Agreement?
• An agreement between the service provider and the customer that describes:
o the service o targets for performance o responsibilities of the service provider o responsibilites of the customer
• Define in consultation with the users
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IT Service Provider Types • Internal service provider
o Located within the business it supports
• External service provider o Located external to the business it supports
• Shared services unit o An internal service provider that provides shared IT services to more than
one business unit
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Service
Assets
Requirements Deliverables
People
ProcessInputs Outputs
ControlsResources
What is a Process?
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• Definition from the ITIL Glossary of Terms:
• A process is a structured set of activities designed to accomplish a specific objective. A process takes one or more defined inputs and turns them into defined outputs. A process may include any of the roles, responsibilities, tools and management controls required to reliably deliver the outputs. A process may define policies, standards, guidelines, activities, and work instructions if they are needed.
Process Characteristics
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• Measurable • Specific results • Has a customer • Has stakeholders • Responds to a trigger
Organizing for Service Management
Basic functional capability is required
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What is a Function?
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• Definition from the ITIL Glossary of Terms:
• A function is a team or group of people and the tools they use to carry out one or more processes or activities.
o For example the Service Desk.
• The term Function has other meanings
Define Roles within a Function
• Group o People performing similar activities o Usually informal
• Team o People working together to achieve a common goal o More formal o Often temporary
• Department o Formal organizational structure
• Division o Departments grouped together
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Service Automation • Can improve delivery of service
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ITIL Service Lifecycle
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IT Services and ITSM
By Susan Miertschin
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