ITIL V3 Overview

Module 2 - Service
Design

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Agenda
1

Basic Concepts - Service Design

Service Catalogue Management

Service Level Management

Capacity Management

Availability Management

IT Service Continuity Management

Information Security Management

Supplier Management

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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 Catalogue
Management (SCM)

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Goals & Objectives SCM

Goals
To ensure that service Catalogue is produced and maintained, containing accurate
information on all operational services and those being prepared to be run
operationally
Objectives
Manage the information contained within the Service Catalogue and to ensure that it
is accurate and reflects the current details, status, interfaces and dependencies of all
services 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 of
consistent information on all of the agreed services, and ensure that it is widely
available to those who are approved to access it

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Basic Concepts SCM

Definition Service Catalogue
Formalized document which describes the
total (controlled) service offerings of an IT
organization
Why Service Catalogue?
Enable alignment between Business
demand and IT delivery of Services
Description of IT Services in Business
comprehensive language
IT internal communication instrument
Enable negotiation/composition of Service
Level Agreements

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Basic Concepts SCM

The Service Catalogue has two major aspects namely :The Business Service Catalogue
It contains the details of all the IT services delivered to the customer, together with
relationships to the business units and the business process that rely on the IT
services. This is the customer view of the Service Catalogue.
The Technical Service Catalogue
It contains details of all the IT services delivered to the customer, together with
relationships to the supporting services, shared services, components and CIs
necessary to support the provision of the service to the business. This should
underpin the Business Service Catalogue and not form part of the customer view.

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Service Level
Management (SLM)

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Goals & Objectives SLM

Goal
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
Objectives
To define, document, agree, monitor, measure, report and review the level of IT
services 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 SLM

Service Level Management
Balance between
Demand for IT Services Vs
Supply of IT Services
Service Level Agreement
(SLA)
A written agreement between
an IT Service Provider and the
Customers(s) defining key service
Targets and responsibilities of both
parties
Operational Level Agreement
(OLA)
An agreement between an IT Service
Provider and another part of the same
Organization that assists with the provision
of services
Underpinning Contract (UC)
Is a contract between an IT service
provider and an external supplier
covering delivery of services that
support the IT organization in their delivery of services
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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 - SLM
Service 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 (either
internal or external). Formally documenting these levels of service SLAs
Negotiating and agreeing to OLAs (and in some cases other SLAs) and agreements
that 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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Capacity
Management

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Goals & Objectives Capacity Management

Goal
The goal of the Capacity Management process is 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

Objectives
Produce and maintain an appropriate and up-to-date Capacity Plan, which reflects
the current and future needs of the business
Ensure that service performance achievements meet or exceed all of their agreed
performance targets, by managing the performance and capacity of both services and
resources
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 and
capacity of all services and resources
Ensure that proactive measures to improve the performance of services are
implemented 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 in
terms of business need, and the need to make the most efficient use of those
resources.
Balancing supply against demand
The need to ensure that the available supply of IT processing power matches the
demands made on it by the business, both now and in the future. It may also
be 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 Management
It translates business needs and plans into requirements for service and IT
infrastructure, ensuring that the future business requirements for IT services are
quantified, designed, planned and implemented in a timely fashion.
Service Capacity Management
The focus is on the management, control and prediction of the end-to-end
performance and capacity of the live, operational IT services usage and workloads.
Component Capacity Management
The 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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Basic Concepts Capacity Management

Demand Management
The prime objective of Demand Management is to influence user and customer
demand for IT services and manage the impact on IT resources.
Demand for IT Services can be managed using :
Physical constraints : It may be possible to stop some services from being available
at certain times, or to limit the number of customers who can use
a particular service
Financial constraints: If charging for IT services is in place, reduced rates could be
offered for running work at times of the day when there is currently less
demand for the resource. This is known as differential charging

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Roles Capacity Management

Capacity 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 thresholds
are 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 performance
and attendance at CAB meetings when appropriate

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Availability
Management

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Goals & Objectives Availability Management

Goal
To ensure that the level of service availability delivered in all services is matched to or
exceeds the current and future agreed needs of the business, in a cost-effective
manner
Objectives
Produce and maintain an appropriate and up-to-date Availability Plan that reflects the
current 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 and
capacity of all services and resources
Ensure that proactive measures to improve the availability of services are
implemented wherever it is cost-justifiable to do so.

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Basic Concepts Availability Management

Definitions
Service availability
Involves all aspects of service availability and unavailability and the impact of
component availability, or the potential impact of component unavailability on service
availability
Component availability
Involves all aspects of component availability and unavailability
Reliability
A measure of how long a service, component or CI can perform its agreed function
without interruption
Maintainability
A measure of how quickly and effectively a service, component or CI can be restored to
normal working after a failure
Serviceability
The ability of a third-party supplier to meet the terms of their Contract
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Basic Concepts Availability Management

Definitions Continued
Vital Business Function
A function of the Business Process, which is critical to the success of the Business. It
is used to reflect the critical elements of the Business Process supported by an IT
Service. ( Eg. Cash dispensing in an ATM Machine )
(Agreed Service Time (AST) downtime
Availability (%) = Agreed Service Time (AST)

X 100 %

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 tolerance
The ability of an IT service, component or CI to continue to operate correctly after
failure of a component part

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Basic Concepts Availability Management

Early Incident Life Cycle

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Roles Availability Management

Availability Manager
The achievement of the goals of the process
Adequate IT Capacity to meet required levels of service
Correctly advising of Senior IT management on how to match Capacity and demand
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
thresholds are 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
performance and attendance at CAB meetings when appropriate
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IT Service Continuity
Management (ITSCM)

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Goals & Objectives - ITSCM

Goal
The goal of ITSCM is to support the overall Business Continuity Management
process by ensuring that the required IT technical and service facilities (including
computer systems, networks, applications, data repositories, telecommunications,
environment, technical support and Service Desk) can be resumed within required,
and agreed, business timescales.
Objectives
Maintain a set of IT Service Continuity Plans and IT recovery plans that support the
overall Business Continuity Plans (BCPs) of the organization
Complete regular Business Impact Analysis (BIA) exercises to ensure that all
continuity plans are maintained in line with changing business impacts and
requirements
Conduct regular Risk Analysis and Management exercises, particularly in
conjunction with the business and the Availability Management and Security
Management processes, that manage IT services within an agreed level of business
risk
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Goals & Objectives - ITSCM

Objectives Continued
Provide advice and guidance to all other areas of the business and IT on all
continuity- and recovery-related issues
Ensure that appropriate continuity and recovery mechanisms are put in place to
meet or exceed the agreed business continuity targets
Assess the impact of all changes on the IT Service Continuity Plans and IT
recovery plans
Ensure that proactive measures to improve the availability of services
are implemented wherever it is cost-justifiable to do so
Negotiate and agree the necessary contracts with suppliers for the provision of the
necessary recovery capability to support all continuity plans in conjunction with the
Supplier Management process

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Basic Concepts - ITSCM

Business Continuity Management
It is concerned with managing risks to ensure that at all times an organization can
continue operating to, at least, a predetermined minimum level. The BCM
process involves reducing the risk to an acceptable level and planning for the
recovery 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 information
derived through this process. ITSCM is focused on the continuity of IT Services to
the business. BCM is concerned with the management of Business Continuity
that incorporates all services upon which the business depends, one of which is
IT.

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Process Flow - ITSCM

ITSCM is based on BCM

31

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Roles - ITSCM
Service 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 activities
underpin and align with all BCM plans, risks and activities and are capable of meeting
the 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 continuity
plans 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 the
business 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 - ISM

Goal
The goal of the ISM process is to align IT security with business security and ensure
that 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 must
ensure that an Information Security Policy is produced, maintained and enforced that
covers the use and misuse of all IT systems and services
Objectives
Information is available and usable when required, and the systems that provide it
can 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, or
with partners, can be trusted (authenticity and non-repudiation).
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Basic Concepts - ISM

Information is threatened in three main ways:
Confidentiality
Protecting sensitive information from unauthorized disclosure or intelligible
Interception
Integrity (accuracy)
Safeguarding the accuracy and completeness of information and software
Availability (accessibility)
Ensuring that information and vital IT services are available and accessible
when required

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Basic Concepts - ISM

Information Security Management Framework

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Basic Concepts - ISM

Information Security Management Control

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Roles - ISM
Information Security Manager

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

Communication and publicizing of the Information Security Policy to all

appropriate parties

Identifying and classifying IT and information assets (Configuration Items) and the
level 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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Goals & Objectives Supplier Management

Goal
The Goal of the Supplier Management process is to manage suppliers and the
services they supply, to provide seamless quality of IT service to the business,
ensuring value for money is obtained
Objectives
Obtain value for money from supplier and contracts
Ensure that underpinning contracts and agreements with suppliers are aligned to
business needs, and support and align with agreed targets in SLRs and SLAs, in
conjunction with SLM
Manage relationships with suppliers Manage supplier performance
Negotiate and agree contracts with suppliers and manage them through their
lifecycle
Maintain a supplier policy and a supporting Supplier and Contract Database (SCD)
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Process Flow Supplier Management

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Roles Supplier Management

Supplier 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 corporate
supplier 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 are
aligned with those of the business
Ensuring that all supporting services are scoped and documented and that
interfaces and dependencies between suppliers, supporting services and supplier
processes are agreed and documented
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Thank You
MIT QUALITY TEAM

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