Moduel 2.pdf

8/10/2019 Moduel 2.pdf

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2008 Wipro Ltd - Confidential

Agenda

22 Service Catalogue Management

33 Service Level Management

44 Capacity Management

55

66 IT Service Continuity Management

Availability Management

77 Information Security Management

88 Supplier Management

2

11 Basic Concepts - Service Design


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Basic Concepts - Service Design

The Four Ps of Service Design

The implementation of ITIL Service Management as a practice is about preparing and

planning the effective and efficient use of the four Ps


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Service CatalogueManagement (SCM)


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Goals & Objectives SCM

Goals

To ensure that service Catalogue is produced and maintained, containing accurateinformation on all operational services and those being prepared to be runoperationally

Objectives

Manage the information contained within the Service Catalogue and to ensure that itis accurate and reflects the current details, status, interfaces and dependencies of allservices that are being run (or being prepared to run) in the live environment

Purpose

The purpose of Service Catalogue Management is to provide a single source ofconsistent information on all of the agreed services, and ensure that it is widelyavailable to those who are approved to access it


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Service LevelManagement (SLM)


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Goals & Objectives SLMGoal

To ensure that an agreed level of IT service is provided for all current IT services, andthat future services are delivered to agreed achievable targets

Objectives

To define, document, agree, monitor, measure, report and review the level of ITservices provided

To ensure that specific and measurable targets are developed for all IT services

To monitor and improve customer satisfaction with the quality of service delivered


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Basic Concepts SLM

Service Level Requirements - SLRs


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Basic Concepts SLMService Level Management

Balance betweenDemand for IT Services VsSupply of IT ServicesService Level Agreement(SLA)

A written agreement betweenan IT Service Provider and the

Customers(s) defining key serviceTargets and responsibilities of bothparties

Operational Level Agreement(OLA)

An agreement between an IT ServiceProvider and another part of the sameOrganization that assists with the provisionof services

Underpinning Contract (UC)Is a contract between an IT serviceprovider and an external supplier

covering delivery of services thatsupport the IT organization in their delivery of s ervices


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Basic Concepts SLM

Service Improvement Plan

Objective : To have Controlled improvements

Drawn whenever there is a need :

Deviations from agreed levels Strategic choice Continuous Improvement

More than one SIP can be taken up simultaneously


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Process Flow SLM


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Roles - SLMService Level Manager

Keeping aware of changing business needs

Ensuring that the current and future service requirements of customers are identified,understood and documented in SLA and SLR documents

Negotiating and agreeing to levels of service to be delivered with the customer (eitherinternal or external). Formally documenting these levels of service SLAs

Negotiating and agreeing to OLAs (and in some cases other SLAs) and agreementsthat underpin the SLAs with the customers of the service

Assisting with the production and maintenance of an accurate Service Portfolio,Service


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CapacityManagement


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Goals & Objectives Capacity ManagementGoalThe goal of the Capacity Management process is to ensure that cost-justifiable ITcapacity in all areas of IT always exists and is matched to the current and futureagreed needs of the business, in a timely manner

Objectives Produce and maintain an appropriate and up-to-date Capacity Plan, which reflectsthe current and future needs of the business Ensure that service performance achievements meet or exceed all of their agreedperformance targets, by managing the performance and capacity of both services andresources Assist with the diagnosis and resolution of performance- and capacity-related

incidents and problems Assess the impact of all changes on the Capacity Plan, and the performance andcapacity of all services and resources Ensure that proactive measures to improve the performance of services areimplemented wherever it is cost-justifiable to do so


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Basic Concepts Capacity Management

Balancing Act

Balancing costs against resources needed

The need to ensure that processing capacity that is purchased is cost-justifiable interms of business need, and the need to make the most efficient use of thoseresources.

Balancing supply against demand

The need to ensure that the available supply of IT processing power matches thedemands made on it by the business, both now and in the future. It may alsobe necessary to manage or influence the demand for a particular resource


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Basic Concepts Capacity Management

Types of Capacity Management

Business Capacity ManagementIt translates business needs and plans into requirements for service and ITinfrastructure, ensuring that the future business requirements for IT services arequantified, designed, planned and implemented in a timely fashion.

Service Capacity ManagementThe focus is on the management, control and prediction of the end-to-endperformance and capacity of the live, operational IT services usage and workloads.

Component Capacity ManagementThe focus in this sub-process is the management, control and prediction of the

performance, utilization and capacity of individual IT technology components.


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Roles Capacity ManagementCapacity Manager

The achievement of the goals of the process

Adequate IT Capacity to meet required levels of service

Optimization of the use of existing Capacity

Forecasting future capacity requirements based on business plans, usage trends,sizing of new services, etc.

Raising Incidents and Problems when breaches of capacity or performance thresholdsare detected, and assisting with the investigation and diagnosis of capacity-related

Incidents and Problems Ensuring that all changes are assessed for their impact on capacity and performanceand attendance at CAB meetings when appropriate


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Availability

Management


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Goals & Objectives Availability ManagementGoalTo ensure that the level of service availability delivered in all services is matched to orexceeds the current and future agreed needs of the business, in a cost-effectivemanner Objectives Produce and maintain an appropriate and up-to-date Availability Plan that reflects thecurrent and future needs of the business

Ensure that service availability achievements meet or exceed all their agreed targets,by managing services and resources-related availability performance

Assist with the diagnosis and resolution of availability related incidents and problems

Assess the impact of all changes on the Availability Plan and the performance andcapacity of all services and resources

Ensure that proactive measures to improve the availability of services areimplemented wherever it is cost-justifiable to do so.


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Definitions

Service availabilityInvolves all aspects of service availability and unavailability and the impact ofcomponent availability, or the potential impact of component unavailability on serviceavailability

Component availabilityInvolves all aspects of component availability and unavailability

Reliability A measure of how long a service, component or CI can perform its agreed functionwithout interruption

Maintainability A measure of how quickly and effectively a service, component or CI can be restored tonormal working after a failure

ServiceabilityThe ability of a third-party supplier to meet the terms of their Contract

Basic Concepts Availability Management


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Definitions Continued

Vital Business Function A function of the Business Process, which is critical to the success of the Business. Itis used to reflect the critical elements of the Business Process supported by an ITService. ( Eg. Cash dispensing in an ATM Machine )

(Agreed Service Time (AST) downtimeAvailability (%) = - X 100 %

Agreed Service Time (AST)

High availability A characteristic of the IT service that minimizes or masks the effects of IT component

failure to the users of a service

Fault toleranceThe ability of an IT service, component or CI to continue to operate correctly afterfailure of a component part

Basic Concepts Availability Management


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Basic Concepts Availability ManagementEarly Incident Life Cycle


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IT Service Continuity

Management (ITSCM)


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Objectives Continued

Provide advice and guidance to all other areas of the business and IT on allcontinuity- and recovery-related issues

Ensure that appropriate continuity and recovery mechanisms are put in place tomeet or exceed the agreed business continuity targets

Assess the impact of all changes on the IT Service Continuity Plans and ITrecovery plans

Ensure that proactive measures to improve the availability of servicesare implemented wherever it is cost-justifiable to do so

Negotiate and agree the necessary contracts with suppliers for the provision of thenecessary recovery capability to support all continuity plans in conjunction with theSupplier Management process

Goals & Objectives - ITSCM


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Basic Concepts - ITSCM

Business Continuity ManagementIt is concerned with managing risks to ensure that at all times an organization cancontinue operating to, at least, a predetermined minimum level. The BCMprocess involves reducing the risk to an acceptable level and planning for therecovery of business processes should a risk materialize and a disruption to the

business occur.

IT Service Continuity Management (ITSCM) must be a part of the overall BCM(Business Continuity Management) process and is dependent upon informationderived through this process. ITSCM is focused on the continuity of IT Services tothe business. BCM is concerned with the management of Business Continuity

that incorporates all services upon which the business depends, one of which isIT.


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2008 Wipro Ltd - Confidential31

Process Flow - ITSCMITSCM is based on BCM


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Roles - ITSCMService Continuity Manager

To Perform Business Impact Analyses for all existing and all new services

Ensure the development and maintenance of all ITSCM plans, risks and activitiesunderpin and align with all BCM plans, risks and activities and are capable of meetingthe agreed and documented targets under any circumstances

Performing risk assessment and risk management to prevent disasters where cost justifiable and where practical

Maintain a comprehensive IT testing schedule, including the testing of all continuityplans in line with business requirements and after every major business change

Communicate and maintain awareness of ITSCM objectives within the business

areas supported and IT Service areas

Undertake regular reviews, at least annually, of the Continuity plans with thebusiness areas to ensure that they accurately reflect the business needs

Assessing changes for their impact on IT Service Continuity and IT Continuity Plans


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Information Security

Management (ISM)


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Goals & Objective - ISMGoal The goal of the ISM process is to align IT security with business security and ensurethat information security is effectively managed in all service and Service Management activities The ISM process should be the focal point for all IT security issues, and mustensure that an Information Security Policy is produced, maintained and enforced thatcovers the use and misuse of all IT systems and services

Objectives Information is available and usable when required, and the systems that provide itcan appropriately resist attacks and recover from or prevent failures (availability)

Information is observed by or disclosed to only those who have a right to know(confidentiality)

Information is complete, accurate and protected against unauthorized modification(integrity)

Business transactions, as well as information exchanges between enterprises, orwith partners, can be trusted (authenticity and non-repudiation).


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Basic Concepts - ISMInformation is threatened in three main ways:

Conf ident ia l i ty

Protecting sensitive information from unauthorized disclosure or intelligibleInterception

In tegr i ty (accuracy ) Safeguarding the accuracy and completeness of information and software

Av ai labi l i ty (accessib i l i ty )

Ensuring that information and vital IT services are available and accessible

when required


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Basic Concepts - ISMInformation Security Management Control


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Roles - ISMInformation Security Manager

Developing and maintaining the Information Security Policy and a supporting setof specific policies, ensuring appropriate authorization, commitment andendorsement from senior IT and business management

Communication and publicizing of the Information Security Policy to allappropriate parties

Identifying and classifying IT and information assets (Configuration Items) and thelevel of control and protection required

Assisting with Business Impact Analyses

Performing security risk analysis and risk management in conjunction with Availability and IT Service Continuity Management

Designing security controls and developing security plans

Monitoring and managing all security breaches and handling security incidents,taking remedial action to prevent recurrence wherever possible


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Supplier

Management


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Process Flow Supplier Management


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Roles Supplier ManagementSupplier Manager

Providing assistance in the development and review of SLAs, contracts,agreements or any other documents for third party suppliers

Ensuring that value for money is obtained from all IT suppliers and contracts

Ensuring that all IT supplier processes are consistent and interface to all corporatesupplier strategies, processes and standard terms and conditions

Maintaining and reviewing a Supplier and Contracts Database (SCD)

Review and risk assessment of all suppliers and contracts on a regular basis

Ensuring that any underpinning contracts, agreements or SLAs developed arealigned with those of the business

Ensuring that all supporting services are scoped and documented and thatinterfaces and dependencies between suppliers, supporting services and supplierprocesses are agreed and documented


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Thank You

MIT QUALITY TEAM

Moduel 2.pdf

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