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BCIS 5520 IT Service Management Service Operations (Part 2 cont.) Class 11.01

Spring 2016 Dr. Becker

Class 12: Continual Service Improvement Next Week… • Homework (8A) Class #12 –(4/13; click here) • Readings:

▫ Foundations of ITSM based on ITIL v3, Jan von Bon (JVB)  Chapter: 7 & 13 Continual Service Improvement

 Foundations in ITSM (ITIL v3 Foundations Course in a Book), Orand & Villarreal (O&V)  Chapters: 11 Continual Service Improvement

 Other Materials

 Class Handouts & Readings

 Homework #8A (4/13); Optional; REPLACMENT

▫ ITSM Operations: a) Request Fulfillment or b) Problem Mgt.

 Homework #9A (4/20); Optional; BONUS ▫ ITSM Continual Service Improvement (CSI): ▫ a) Deming Cycle or b) CSI Best Practices

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Class 11: Service Operations (part 2) • Homework (8A) Class #11 –(4/8; click here) • Readings:

▫ Foundations of ITSM based on ITIL v3, Jan von Bon (JVB)  Chapter: 12 Service Operations

 Foundations in ITSM (ITIL v3 Foundations Course in a Book), Orand & Villarreal (O&V)  Chapters: 10 Service Operations Overview & Processes

 Other Materials

 Class Handouts & Readings

• Homework 7A (100 pts):

(in lieu of a Paper Reviews) • Final Project Status Report (See grading form) • DRAFT of Sections I, II, III, V, VI

Announcements & Assignments: • Class #11 –(4/6; click here) • Homework 7A (100 pts): (in lieu of a Paper Reviews)

• Final Project Status Report (See grading form) • DRAFT of Sections I, II, III, V, VI

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2016 Project Topics DRAFT 1.

Curran, Kevin: “IT Risk Management and Productivity: A Delicate Relationship and How to Use it to Your Advantage”

2.

Gill, Manrajdeep, “ITSM/ITIL Service Transition Issues: Service Catalogs & CMDBs”

Term Paper & Presentation Project (400 pts.); DRAFT (100 pts) The subject of the paper should be relevant to the management of information assets and can be based on one of the topics covered in class, mentioned in your textbook, or any other topic relevant to IT Service Management. I. Introduction to topic. Title and statement of the topic (100 to 250 words). The topic statement should be in paragraph rather, rather than outline, form. Answer the question: Why should we care about your topic? Use outline form for rest of the paper when appropriate. II. Key Issues (KIs) for management of topic. Answer the question: To what things (i.e., nouns) must you pay attention in order to be successful at managing topic? You cannot have more than 10 or fewer than 5 KIs, preferably 6 to 8. NOTE: These MUST lead to the definition of CSFs in V. below III. Model/framework/theory/taxonomies. Answer the question: What concepts, paradigms, approaches, etc. are there to help us understand and/or organize the subject matter? IV. Primary content -- Cover the subject matter – Provide management with the “how to do it” details. Ideally the content of section III and/or II provides you with a way to organize this section into several sub-headings. Case examples could go here too. Put longer cases, and supporting materials which cannot be easily cited in the References section into the Appendix. V. Critical success factors (CSFs) for successful management of this area. Answer the question: What things must be done right in order to be successful at managing this? Ideally this section links back to section II’s KIs. Section V's CSFs should serve as your conclusions and summary section; but, if necessary, include a separate section before this one to deal with additional conclusions. You cannot have more than 10 or fewer than 5 CSFs, preferably 6 to 8. VI. References. [Not included in word counts] VII.Appendix. [Not included in word counts] Include PowerPoint Presentation Slides here. Copies of important references; website materials; and figures and tables not included in main body of report. • •

Proposal (25 pts.. 400-750 words) due: Feb 19th Paper (325 pts.; 3000-5000 words) & Presentation (50 pts.; slides) due: April 30th

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You Should be Able to Create a Table to Relate KIs … CSFs … KPIs Key Issues

CSFs

KPIs (Level 1)

KPIs (Level 2)

Etc.

List the 5-10 Key Issures here

Then identify the Critical Success Factor(s) that relate to each KI

The KPIs are the specific metrics tied to each CSF.

KPIs can be drilled down into the organization to lower management levels

Similar to the way Balanced ScoreCards work.

1.

1. 2.

1. 2.

2.

3.

3. 4.

3.

4.

5.

ITIL ITSM Lifecycle: Operations 1. 2. 3. 4. 5.

Service Strategy Service Design Service Transition Service Operation Continual Service Improvement

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Service Operation/Functions (Part 2) • The functions in this section actually execute a large number of the activities/operations we have been discussing all semester

Service Operations/Functions (Part 2) The following functions perform the a large number of the Service Operations/activities: • • • • •

10.1 (12.8) Service Desk 10.2 Technical Management 10.3 Application Management 10.4 (12.7) IT Operations 10.5 (12.6) Monitoring & Control

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10.1 (12.8) Service Desk • The Service Desk is a functional unit that provides a single point of contact between users and the IT Service Management. The Service Desk manages all calls from users, including incidents, Service Requests, questions, and feedback (compliments and complaints) • Objectives ▫ To resume “normal service” to the user as soon as possible. This may be resolving a technical error, but also filling a service request or answering a questions

Service Desk: Organizational Structure • • • • •

Local Service Desk Centralized Service Desk Virtual Service Desk 24-hour Service Desk Specialized Service Desk Groups

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Service Desk Personal • Recall Staffing Example from earlier in semester • Often Service Desks are outsourced (discuss) ▫ Pros ▫ Cons

Service Operations/Functions (Part 2) The following functions perform the a large number of the Service Operations/activities: • • • • •

10.1 (12.8) Service Desk 10.2 Technical Management 10.3 Application Management 10.4 (12.7) IT Operations 10.5 (12.6) Monitoring & Control

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10.2 Technical Management • Technical Management is the function responsible for providing technical skills in support of IT service and management of the IT infrastructure • Technical Management Areas: ▫ ▫ ▫ ▫ ▫

Mainframe Management Server Management Network Management Storage Management Database Management

10.3 Application Management • Application Management is the function responsible for managing applications through their lifecycle. • Application Management Components ▫ Financial Applications ▫ HR Applications ▫ Business Applications

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Example Application Portfolio

10.4 (12.7) IT Operations Management • IT Operations Management is the function within an IT Service Provider which performs the daily activities needed to manage IT services and the supporting IT infrastructure. • IT Operations Control ▫ ▫ ▫ ▫

Console Monitoring Job Scheduling Backup and Restore Print and Output management

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IT Operations (cont.) • Facilities Management ▫ ▫ ▫ ▫

Data Center Management Recover Site Management Data and Server Consolidation Contracts  Vendor Management and the  Vendor Management Office (VMO)

10.5 (12.6) Monitoring & Control • The measuring and control of services is based on a continuous cycle in detail because it is essential to the supply, support and improvement of services. • Basic Concepts ▫ Monitoring, Reporting, Control

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Monitoring and Control (cont.) • Monitoring/Control Cycle ▫ Open cycle Systems  IPO

▫ Closed cycle systems Feedback loop ▫ Complex monitoring/control cycle  Figure 12.6

▫ ITSM monitoring/control cycle  Figure 12.7

Monitoring/Control (cont.) • Tools ▫ Active vs. Passive Monitoring ▫ Reactive vs. Proactive Monitoring ▫ Continuous Measuring vs Exception-based measuring ▫ Performance vs. Output Monitoring

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END Service Operations/Functions (Part 2) • Discuss Homework #6A which I am returning tonight; topics follow • Homework #6A: 1) Service Management Operations or 2) Service Desk Operations also • Homework #8A due next week:  Homework #8A (4/15): ▫ ITSM Operations: a) Request Fulfillment or b) Problem Management.

Final Project Discussion Questions • KIs ▫ CSFs  KPIs

• Key Issues (KIs are the major problems we have identified with this project) They could be Strategies, or just a clear statement of PROBLEM and issues related to its resolution!

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Discussion Topic (For Project) • Key Issues (KIs)  CSFs (von Bon, etc.; p. 144) ▫ Then from CSFs we determine  Key Performance Indicators (KPIs)  Determine: ▫ ▫ ▫ ▫

Quality Performance Value Process Compliance

 Form of Measurements: ▫ Qualitative (e.g., customer satisfaction) ▫ Quantitative (e.g., costs, ROI, ratios, etc.)

Critical Success Factors • A.k.a, Strategic Industrial Factors (SIF) ▫ ▫ ▫ ▫ ▫ ▫ ▫

Defined in terms of capabilities and resources Are key to success for market leaders Defined at the market level Basis for competition among rivals Dynamic (time dimension) Capital intensive to develop Measurable value calculated through a combination of other factors

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You Should be Able to Create a Table to Relate KIs … CSFs … KPIs Key Issues

CSFs

KPIs (Level 1)

KPIs (Level 2)

Etc.

List the 5-10 Key Issures here

Then identify the Critical Success Factor(s) that relate to each KI

The KPIs are the specific metrics tied to each CSF.

KPIs can be drilled down into the organization to lower management levels

Similar to the way Balanced ScoreCards work.

1.

1. 2.

1. 2.

2.

3.

3. 4.

3.

4.

5.

THE END… Class 12

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