ITSM and Service Catalog Overview
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IT SERVICE MANAGEMENT (ITSM)
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IT Service ManagementOverview
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ITSM DefinitionIT Service Management (ITSM) is:
A process-based approach to aligning the delivery of information technology (IT) services with the needs of the organizations that uses them.
Performed by IT Service Providers through an appropriate mix of people, process, products and partners.
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ITSM Value StatementIT Service Management:
Improves quality and productivity Reduces costs Enhances customer relationships and service Increases teamwork and collaboration Delivers timely management information Provides information security and risk reduction
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ITSM FrameworksTechnology neutral and vendor specific options are available
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• Implement an Organizational Change Management (OCM) strategy.• Create a strong business alignment.• Focus on policy, standards and process, NOT technology.
ITSM Success Criteria
ITSMDon’t get lost in the weeds!
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ITSM is a Journey
• Task Driven Culture
• Inconsistent Documentation
• Product Led• Silos of
Technology
• Repeatable Support
• Basic Monitoring• Incident Driven
Projects• Limited Asset
Management
• Process Owners• Regular KPI
Reports• Controlled Asset
Management• Problem
Management
• Business Led Goals
• Continuous Service Improvement
• Financial Planning
• PE is a Strategic Partner
• Business Alignment
• Catalyst for Innovation
Ad Hoc
Reactive
Proactive
ServiceValue
Technology Focus
Support Focus
Customer Focus
Business Focus
Strategy FocusTechnology Centric
Business CentricProfit Center
Cost Center
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Danger!
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IT ServiceOverview
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An IT Service is: A means of delivering value to a customer by facilitating outcomes customers
want to achieve without the ownership of specific costs and risks. Discrete enough that it is measurable. Governed by a Service Level Agreement (SLA)/Operational Level Agreement
(OLA).
IT Service Definition
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IT Service Lifecycle•Align with customer demand to identify needed service changes, connect to value creation and leverage the IT portfolio. Then prioritize service roadmaps.Strategy
•Translate service roadmaps and requirements into projects, implementation plans to share with the customer. Architect and design/reuse service solutions in response to service requirements.Design
•Review service architecture with customer. Build, test, and deliver systems and solutions. Prepare customer expectations, culture, and processes for service deployment and change.Transition
•Support growth in service adoption and utilization by customers, reviewing value to validate alignment and identify course correction. Handle service risk, events, issues, and provider relationships.Operate
•Benchmark, measure, and review service performance to identify improvement opportunities to work into service roadmap. Aggregate service value results into the IT portfolio.Optimize
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IT Service ManagementExamples
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IT Asset Management Not just physical hardware and software. Includes Intellectual Property (IP), Proprietary Information (PI), and
copyrights.
Context for Examples
Asset Metadata
Item Value 1 Value 2 Value 3
Criticality A B C
RTO 0 days 1 day 1 week
Default Risk High Medium Low
High Availability 0 minutes 1 minute 1 hour…
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Testing Boundary
Change Authority
Sprint Target
Operational Example
System AA-Rating
System FC-Rating
System EB-Rating
System DA-Rating
System BA-Rating
System CB-Rating
SCRUM Team B
SCRUM Team A
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Strategic Example
System AA-Rating
System FC-Rating
System EB-Rating
System DA-Rating
System BA-Rating
System CB-Rating
Resource Management
IncidentManagement
Support Management
ProblemManagement
Business Intelligence (BI)
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IT Service CatalogOverview
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An IT Service Catalog is simply: A list of available technology resources and offerings within an organization
and a means of communicating how to request, receive and measure offering deliverables.
More importantly it is : The cornerstone of IT Service Management (ITSM). A vehicle IT to define, prioritize and market services to its customers. A means of provides a service-centric view of IT.
IT Service Catalog Definition
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ServiceOperation
ServiceTransition
ServiceOptimize
ServiceDesign
ITSM CornerstoneIT Service Catalog
Operational Level Agreement (OLA)
Process Standardization
Continuous Process Improvement
Service Capacity Plan
Demand Forecasting/ Trending
Service Desk (ticketing)Request
Improve
Refine
Input
Compliance
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FY15 FY16 FY17 FY180
0.5
1
1.5
2
2.5
3
3.5
4
4.5
DemandCapacity
Demand Forecasting/ Trending
Demand exceeds capacity
Future increase in demand is projected
or realized
Additional headcount
Hea
dcou
nt
Fiscal Year
Service Capacity Plan
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