IT Services, ITIL v3 and the Service Catalog

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IT Services, ITIL v3 and the Service Catalog

Portions © 2007 OGCPortions © 2009 Greg Hines 1

Greg Hines([email protected])


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Customers and users are different:• Customers

– someone who buys goods and/or services– an IT customer is the person or group of people who defines and agrees

TermsTerms

Activities

Concepts

Value

the service level targets• Users

– People who use IT services on a day-to-day basis

Services


Users

Customers

IT Service Organization

Terms

Activities

Concepts

Value


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A service is one or more IT systems that enable a business process.

Terms - Old “Techie” Definition (ITIL v2)Terms

Activities

Concepts

Value


ServiceS t

ITIL v2Terms

Activities

Concepts

Value

ApplicationManagement

Support

Service Delivery

Software AssetManagement

Security Management

ICT InfrastructureManagement


BusinessPerspectives

VolI Business Perspectives

Vol IIIntroduction to ITIL

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Additional Titles Available:Planning to Implement Service Management (ISBN 0113308779)ITIL Small-scale Implementation (ISBN 0113309805)

ITIL v2Terms

Activities

Concepts

Value

ITIL Small scale Implementation (ISBN 0113309805)

Service Support (ISBN 0113300158)


Service Support (ISBN 0113300158) Service Delivery (ISBN 0113300174)Security Management (ISBN 011330014X)ICT Infrastructure Management (ISBN 0113308655)Application Management (ISBN 0113308663)Software Application Management (ISBN 0113309430)The Business Perspective (ISBN 0113310129)The Business Perspective 2: The Business Perspective on Successful IT Delivery (ISBN 0113309694)Introduction to ITIL (ISBN 0113309732)

A service is a means to deliver value to customers by facilitating outcomes customers want to achieve without (them) having to undertake the ownership of specific costs and risks.

Terms – New Definition (ITIL v3)Terms

Activities

Concepts

Value

automate specificcostsand

risks


risks

Retail – point of sale; distributionHealthcare – patient registration; order entryLegal – document management; case managementGeneral – electronic messaging; remote access; workstation support

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• Focus on the value of IT service management processes for the customer and their business

ITIL v3 PurposeTerms

Activities

Concepts

Value

• Progress integration of IT service with business needs

• Improve consistency of the ITIL®

literature – structure, processes, terms and definitions

• Provide synergy, reference and alignment with industry standards and other best practices: COBIT

®, CMMI

®, ISO 20000

• Offer integrated process models for more processes based on the lifecycle of a service


• Move with the industry in strategic areas such as outsourced and shared services

• Present guidance on selecting good process aligned tools

• Extend to keep up with business dynamics: internet forces, low cost computing, ubiquitous computing, SOA, governance

The ITIL v 3.0 publication structure consists of three parts:

ITIL v3 Publication StructureTerms

Activities

Concepts

Value

CoreBest Practice

GuidanceComplimentary Best Practice

Guidance Web Based Add-ons


• Service Strategy• Service Design• Service Transition• Service Operation• Continual Service

Improvement

Support for industry/ technology specific best practices

ITIL Live -http://www.tso.co.uk/ITIL/

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The Official Introduction to ITIL Service Lifecycle (ISBN 9780113310616)Passing Your ITIL Foundation Exam Book (ISBN 9780113310791)

ITIL v3 Additional TitlesTerms

Activities

Concepts

Value

Building a (ITIL based) Service Management Department (ISBN 9780113310968)ITIL Small-scale Implementation 2008 Edition (ISBN 9780113310784)

Delivering ITIL Services Using ITIL, Prince2, and DSDM (ISBN 9780113310975) –March 1, 2010


Service Strategy (ISBN 9780113310456)Service Design (ISBN 9780113310470)Service Transition (ISBN 9780113310487)Service Operation (ISBN 9780113310463)Continual Service Improvement (ISBN 9780113310494)

Service Strategy the design de elopment and implementation of ser ices and ser ice

The phases of the service lifecycle and core books of the v 3.0 IT Infrastructure Library are:

ITIL v3 Service LifecycleTerms

Activities

Concepts

Value

Service Strategy the design, development and implementation of services and service management as a strategic asset (ITIL Text, SS 1.2.3.1)

Service Design the design and development of services and service management processes, covering design principles and methods for converting strategic objectives into portfolios of services and service assets for both new and changed services (ITIL Text, SS 1.2.3.2)

Service Transition the development and improvement of capabilities for transitioning(ST) new and changed services into operations while controlling the risks

of failure and disruption (ITIL Text, SS 1.2.3.3)

(SS)

(SD)


Service Operation practices in the management of service operation to achieve(SO) effectiveness and efficiency in the delivery and support of services

so that value for the customer is realized (ITIL Text, SS 1.2.3.4)

Continual Service maintaining value for customers through better design,Improvement introduction and operation of services through their life (CSI) (ITIL Text, SS 1.2.3.5)

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RecordDefineAnalyzeApproveCharter

DesignDevelop

Plan (Implementation)

TestTrainDocument

DeliverSupport

ITIL v3 Service LifecycleTerms

Activities

Concepts

Value

ServiceStrategy

ServiceDesign

ServiceTransition

ServiceOperation

concept fora new or enhanced

service

operatedservice

charteredservice

serviceportfolio

developedservice

servicedesign

package

operationalservice

documentationtrained:users

IT support

measurereportimprove


ContinualService

Improvement

improvevalue

Tocustomer

servicedata

ITIL v3 Service Lifecycle Processes

Service Service Service Service ContinualService

Terms

Activities

Concepts

Value

Service Portfolio Mgt

Financial Mgt

Demand Mgt

StrategyService Catalog

Mgt

ervi

ce L

evel

M

gt

AvailabilitM

gt

Information

Security Mgt

SupplierMgt

Design

Rel

ease

& D

eplo

ymen

t M

gt

ServiceTransition &

Planning

Testing &Validation

KnowledgeMgt

Evaluation

TransitionEvent

Mgt

Incident Mgt

Problem Mgt

OperationImprovement

Process

ServiceMeasurement

ServiceReporting

Improvement


Se

ty

CapacityMgt

IT Service C

ontinuity Mgt

R

ChangeMgt

Service Asset and

Configuration Mgt

RequestFulfillment

AccessMgt

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The core books of the v 3.0 IT Infrastructure Library describe the following processes:Service Strategy

Terms

Activities

Concepts

Value


Service Strategy

Service Portfolio Management – a dynamic method for governing investments in service management across the enterprise and managing them for value (ITIL Text, SS 5.3)

Financial Management – to provide the business and IT with the financial value of IT services and their underlying assets

Demand Management – to understand a customer’s demand for IT services and influence that demand to cost-effectively optimize capacity


Service Design

Service Catalog Management - to ensure that a service catalog is produced and maintained, containing accurate information on all operational services and those being

Terms

Activities

Concepts

Value


maintained, containing accurate information on all operational services and those being prepared to run operationally (ITIL Text, SD 4.1.1)

Service Level Management - to ensure that an agreed level of IT service is provided for all current IT services, and that future services are delivered to agreed achievable targets (ITIL Text, SD 4.2.1)

Supplier Management - to manage suppliers and the services they supply, to provide seamless quality of IT service to the business, ensuring value for money is obtained (ITIL Text, SD 4.1.1)


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Service Design

Capacity Management - to ensure that cost-justifiable IT capacity in all areas of IT always exists and is matched to the current and future agreed needs of the business, in a timely manner

Terms

Activities

Concepts

Value


exists and is matched to the current and future agreed needs of the business, in a timely manner (ITIL Text, SD 4.1.1)

Availability Management - to ensure that the level of service availability in all services is matched to, or exceeds, the current and future agreed needs of the business, in a cost-effective manner (ITIL Text, SD 4.4.1)

IT Service Continuity Management - to support the overall business continuity management process by ensuring that the required IT technical and service facilities (including computer systems, network, applications, data repositories, telecommunications, environment, technical facilities and service desk) can be resumed within required, and agreed, business ti l (ITIL Text SD 4 5 1)


timescales (ITIL Text, SD 4.5.1)

Information Security Management - to align IT security with business security and ensure that information security is effectively managed in all service and service management activities (ITIL Text, SD 4.6.1)

Service TransitionService Asset and Configuration Management –to support the business and customer’s control objectives and requirements

Terms

Activities

Concepts

Value


to support efficient and effective service management processes by providing accurate configuration information to enable people to make the right decisions at the right time

to minimize the number of quality and compliance issues caused by improper configuration of services and assets

to optimize the service assets, IT configurations, capabilities and resources(ITIL Text, ST 4.3.1)

Change Management - to respond to customer’s changing business requirements while maximizing value and reducing incidents, disruptions and re-work as well as to respond to the business and IT requests for change that will align the services with business needs (ITIL Text,


ST 4.2.1)

Release and Deployment Management - to deploy releases into production and establish effective use of the service in order to deliver value to the customer and be able to handover to service operation (ITIL Text, ST 4.4.1)

Knowledge Management – to enable organizations to improve the quality of management decision making by ensuring that reliable and secure information and data is available throughout the service lifecycle (ITIL Text, ST 4.7.1)

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Service Transition

Transition Planning and Support – to plan and coordinate resources to ensure that the requirements of service strategy encoded in service design are effectively realized in service

Terms

Activities

Concepts

Value


requirements of service strategy encoded in service design are effectively realized in service operation and to identify, manage and control risks of failure and disruption across transition activities (ITIL Text, ST 4.1.1)

Service Validation and Testing – to assure that a service will provide value to customers and their business (ITIL Text, ST 4.5.1)

Evaluation – to set stakeholder expectations correctly and provide effective and accurate to change management to make sure changes that adversely affect service capability and introduce risk are not transitioned unchecked (ITIL Text, ST 4.6.1)


Service Operation

Event Management – to detect events, make sense of them and determine the appropriate control action in order to prevent or shorten the duration of service

Terms

Activities

Concepts

Value


appropriate control action in order to prevent or shorten the duration of service disruptions

Incident Management – to restore normal service operation as quickly as possible and minimize the adverse impact on business operations, thus ensuring that the best possible levels of service quality and availability are maintained

Request Fulfillment – to provide quick and effective access to standard IT services which business staff can use to improve their productivity or the quality of business services or products

Problem Management to eliminate recurring incidents and minimize the effect of


Problem Management – to eliminate recurring incidents and minimize the effect of incidents that cannot be eliminated

Access Management – to provide the right for users to access a service or group of services while preventing access to non-authorized users of the service or group of services

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Continual Service Improvement

7 Step Improvement Process – to provide a standard, governance based methodology for improving services and processes

Terms

Activities

Concepts

Value


methodology for improving services and processes

Service Measurement – to enable the accurate measurement of the user experience of IT services

Service Reporting – to build, implement and manage a business-focused service reporting framework


The core books of the v 3.0 IT Infrastructure Library describe the following functions:Service Desk – a functional unit made up of a dedicated number of staff responsible

Terms

Activities

Concepts

Value

ITIL v3 Service Lifecycle Functions

Service Desk – a functional unit made up of a dedicated number of staff responsible for dealing with a variety of service situations, often made via telephone calls, web interface, email or automatically reported infrastructure events

Technical Management – the teams of people (groups, departments, etc) that provide technical expertise and overall management of the IT infrastructure

Application Management – the teams of people (groups, departments, etc) that are responsible for managing applications through their lifecycle

IT Operations Management – the teams of people (groups, departments, etc) ibl f i t d i t f i ti ’ IT


responsible for ongoing management and maintenance of an organization’s IT infrastructure to ensure delivery of the agreed level of IT services to the business

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A service catalog is a document (or database) providing information about all live IT services, including those available for deployment.

TermsTerms

Activities

Concepts

Value


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TermsThere are two type of Service Catalogs:

Business Service Catalog – displays the customer view of the service catalog and listing all services delivered to customers together with

Terms

Activities

Concepts

Value

catalog and listing all services delivered to customers together with relationships to the business units and the business processes that rely on the IT services

Technical Services Catalog – displays details of the IT services as well as supporting IT services, shared services, CIs, etc. necessary to provide the service (not visible to customers)

BusinessProcess 1

BusinessProcess 4

BusinessProcess 3

BusinessProcess 2

Business Service Catalog


Service A Service DService CService B Service E

SupportServices

NetworkServices

SoftwareServices

HardwareServices

DataServices

Technical Service Catalog

Service

Telecommunications

Telephone

Pager

Human Resources

Payroll

Job posting

Benefits

Professional development/education

Time and attendance

S ff S h d li

Consulting

Project Management

Collaborative Services

E mail

Mobility services

Example Business ServicesTerms

Activities

Concepts

Value

Voice mail

Intranet paging

Resource Scheduling

Conference rooms

Equipment

Training rooms

Finance/Accounting

General ledger

Accounting functions

Decision support

Reporting

Budgeting

Staff Scheduling

Performance Management

Travel

Meeting requests

Expense reports

System Access (Security)

Grant

Request

Biometrics

Training on IT

Desktop training

Systems training

IT professional development

Service Desk

Off the shelf desktop applications

Incidents and service requests

Remote Access

VPN

Mobility services

Collaborative software

Web based meetings

Video conferencing

Teleconferencing

Report Generation/Information Warehouse

Document Imaging

Sales and Marketing*

Facilities and Maintenance*

Physical Security Access

Wireless Access (guest)

Data Storage, Backup and Recovery


Budgeting

Revenue

Procurement/Supply Chain Management

Requisitioning

Purchase orders

Warehouse

Inventory control

Reporting

Dispensing?

VPN

Remote to desktop

Tokens

End User Technology

Install hardware

Install software

Move hardware

Change software

Network access (patching/port enablement)

Printer/output management

Mobility device

Disposal

Lifecycle

Infrastructure Services

Network

Storage

Printing

Data center

SPAM Filtering

Relaying

Information

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Sample Business Service CatalogService Description Applications Number of

UsersBusiness Criticality

Terms

Activities

Concepts

Value

IT Service Desk

This service provides for a single point of contact with the information technologies division for all IT service disruptions, IT questions and IT service requests via telephone, facsimile, electronic mail and self service.

3,000 2

Electronic Messaging

This service provide electronic communications for users via electronic mail (workstation, internet and hand held access), chat and other means.

Lotus NotesBlackberryAOL Chat

3,000 3


Workstation Services

This service provides for new workstation installation, workstation movement, workstation retirement, installation of workstation software and upgrades of workstation hardware.

3,000 1

Example Technical ServicesTerms

Activities

Concepts

Value

NetworkData transport – Network equipment – switches/routers Data transport – Network equipment Data transport – Network equipment Network monitoring

Applications DevelopmentApplication Development (Design, Development, Documentation)Incident managementConsulting (Iternal Software Evaluations)I l t ti di tiNetwork management

Secure access to external and internal resources Secure access to and from Internet Data transport ‐ wired network installationData transport ‐ wired network maintenanceData transport ‐ wired network decommissioningData transport ‐ wireless network installationData transport ‐ wireless network maintenanceData transport ‐ wireless network decommissioningCable Head In ‐Maintenance and RepaireCable Head In ‐ AdministrationCable Relocates (Physical)Cable TV Fiber Setup/Teardown

Database

Implementation coordinationMoney TransfersReport Development (Crystal Reports, batch, etc.)Web Development and AdministrationGIS Development and AdministrationWeb Content ManagementResearchApplication MonitoringApplication Management (maintenance, patch management)Training (early life support)Access Database DevelopmentTestingRequirements GatheringForms Development


DatabaseDatabase installationDatabase tuningDatabase backup/restoreDatabase account managementDatabase schema changesDatabase consultingDatabase managementDatabase monitoringResearch

ServerAccount managementServer managementServer monitoringSAN Enterprise Storage Area managementSAN Enterprise Storage Area configurationInternet Security and Connection serviceActive Directory managementServer provisioningInfrastructure application maintenance

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TermsService catalogs are not the same as a front end for user requests:

Many organizations, misled by software vendors, perceive a service catalog to be an automated way for users to request certain services

Terms

Activities

Concepts

Value

catalog to be an automated way for users to request certain services.


This is not a best practices type of service catalog!“A service catalog requires an integrated service request management process to be ‘actionable’”**

** The Guide to the Universal Service Management Body of Knowledge, Ian M. Clayton, Copyright © 2008 Service Management 101™; www.servicemanagement101.com

Activities• define “service” and services

• build a service catalog policy

Terms

Activities

Concepts

Value

• produce and maintain an accurate service catalog

• interface and align with Service Portfolio Management and the Service Portfolio

• interface and align with Service Asset and Configuration Management and the Configuration Management System (CMS) including:


including:− related services− related configuration items (CIs)

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A Service Catalog Policy should be created which identifies:

Wh

ConceptsTerms

Activities

Concepts

Value

Roles/Responsibilities

WhatServices?

What isthe scope?

Whichservicedetails?

ServiceCatalogPolicy


Whatservice

statuses?

“A service catalog describes in detail the capability of each service in the form of the activities a customer of the service can perform.”**

Concepts – Service DetailsTerms

Activities

Concepts

Value

Possible information about the service could include:p• An introductory overview of the service provider organization and the service • The relationship to service portfolio/s and lines of service• All key concepts and terms used within the subsequent catalog descriptions in the form of a reference to a

glossary or in-built definition of terms• The functional scope or boundaries for authorized use of the service, geographic, political, activity and market

based, typically associated with service access points• The responsibilities of all parties in the form of a ‘service responsibility matrix’• How the service may be requested• How the service is provisioned• An introductory overview of the service provider organization and the service• The minimum and maximum service level characteristics, developed from series of “statements” contributed by

the other service management competencies, describing such things as availability, performance, capacity, security, and continuity options


** The Guide to the Universal Service Management Body of Knowledge, Ian M. Clayton, Copyright © 2008 Service Management 101™; www.servicemanagement101.com

y y p• What level of support is offered and available for problematic and normal service request situationsand how to

request service or report an incident• What reports will be provided for customer use in determining if the agreed service levels have been received• The pricing options, acquisition costs, and charging methods• How the service may be changed• Service level options• Service infrastructure or platform options• Key service quality and cost indexes**

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Include:• all services operating in the live environment• all services being transitioned into the live environment

ConceptsTerms

Activities

Concepts

Value


A service portfolio is a mechanism used to manage the investment in IT services over its life.

The service portfolio has three parts:

ConceptsTerms

Activities

Concepts

Value

The service portfolio has three parts:Service Portfolio

Service State: a subset of services moving through “pre-design” state which are not yet visible to the customer

Service PipelineRequirements GatheredDefinedAnalyzedApprovedChartered

a published subset of Service CatalogDesignedDeveloped


Service RetirementRetired

pservices being designed and/or available to the customer

Service CatalogBuiltTestedReleasedMade Operational

“A service catalog is a marketing tool for service portfolios. They coexist and a service catalog enables and supports a service portfolio.” (USMBOK)

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Value to the Business• cost savings to the business (in terms of time) due to a central

source of information on the IT services delivered by IT being made available

Terms

Activities

Concepts

Value

• cost savings to IT (in terms of time) because this information is available to IT enabling more rapid identification of services and service owners

• cost savings to IT and customers since the service catalog can aid in setting customer expectations of IT services


Value to IT• initial basis for determining charges for services

• change management impact analysis data source – especially

Terms

Activities

Concepts

Value

business impact/priority

• IT communications source (change management, incident management, problem management, release and deployment management) – business owner, business contact, escalation contact

• IT reference source (change management, incident management, problem management, release and deployment


p ob e a age e t, e ease a d dep oy e tmanagement) – especially service owner

• aids in the creation of categorization hierarchies for incident management and problem management

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Value to IT• aids in the ability for incident management to better prioritize

incidents and identify major incidents

Terms

Activities

Concepts

Value

• aids in the ability for incident and problem management to better escalate incidents and problems to the correct team

• aids change management in selecting appropriate change advisory board and emergency change advisory board members

• provides a list of services that service level management needs to be sure are covered by service level agreements


• provides a list of services that need to be measured, monitored, reported and reviewed

Value to IT• performing a Business Impact Analysis (BIA) as part of IT Service

Continuity Management planning

Terms

Activities

Concepts

Value

• starting place for re-distributing workloads as part of Capacity Management


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Summary

Sample Business Service Catalog

Service Description Applications

Number of Users

Business Criticality

IT Service Desk

This service provides for a single point of contact with the

3,000 2

Customer/UserService

Policy Service Details


information technologies division for all IT service disruptions, IT questions and IT service requests via telephone, facsimile, electronic mail and self service.

Electronic Messaging

This service provide electronic communications for users via electronic mail (workstation, internet and hand held access), chat and other means.

Lotus NotesBlackberryAOL Chat

3,000 3

Workstation Services

This service provides for new workstation installation, workstation movement, workstation retirement, installation of workstation software and upgrades of workstation hardware.

3,000 1

Business/Technical Service Catalog

ITIL v3 – APMG Service Catalog CertificateIn the summer of 2009, the APM Group announced another “Official ITIL V3 Complementary Guidance Course” which leads to the APMG Service Catalog Certificate. This certificate is an officially g yrecognized ITIL certification. It exists as an intermediate level course and provides 1.5 credits.

Managing Thro gh the Lifec cle

ITIL Expert with 22 credits

ITILMaster

with 25 credits

5 credits

Intermediate Level


4 credits each

ITIL Foundations for Service Management

ITIL Service Lifecycle Modules ITIL Service Capability Modules

Serv

ice

Stra

tegy

Serv

ice

Des

ign

Serv

ice

Tran

sitio

n

Serv

ice

Ope

ratio

n

Con

tinua

l Svc

Impr

ovem

ent

Serv

ice

Offe

rings

and

Agre

emen

t

Plan

ning

Pr

otec

tion

&

Opt

imiz

atio

n

Opp

erat

iona

l Sup

port

an

d An

alys

is

Rel

ease

, C

ontr

ol a

nd

Valid

atio

n

Managing Through the Lifecycle

Life

cycl

e St

ream

Capability Stream

2 credits

3 credits each

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ITIL v3 – Next Edition“Ensure that service catalogue manager appears withinService Operation” **

Service Service Service Service ContinualService

Service Portfolio Mgt

Financial Mgt

Demand Mgt

StrategyService Catalog

Mgt

ervi

ce L

evel

M

gt

AvailabilityM

gt

CInform

ation Security M

gt

SupplierMgt

Design

Rel

ease

& D

eplo

ymen

t M

gt

ServiceTransition &

Planning

Testing &Validation

KnowledgeMgt

Evaluation

TransitionEvent

Mgt

Incident Mgt

Problem Mgt

OperationImprovement

Process

ServiceMeasurement

ServiceReporting

Improvement


** OGC Mandate for Change: Project requirements for an update to the ITIL® core publications, © The Stationery Office 2009, September 2009

Se

y

CapacityMgt

IT Service C

ontinuity Mgt

Change Mgt

Service Asset and

Configuration Mgt

RequestFulfillment

AccessMgt

Questions


IT Services, ITIL v3 and the Service Catalog

Documents

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