L3-2014.ppt

8/21/2019 L3-2014.ppt

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The Problem

“Best Practices”, a possible approach – ITIL

ITIL Stage 1 – Service STRATEG

ITIL Stage ! – Service "ESIG#

Lect$re Three

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The Problem – %1&'(

… ?

PROJECT & PRODUCE …

… & then MANAGE !

• Longer time (20+ years vs. 9 months)

• More & more complex relations (school/companions/!g."rien#/… vs. gynecologist)• More expensive (… as$ yo%r "ather …)

• More ris$s (car/#r%gs/alcohol/#epression/%nemployment/… vs. aortion)

• …

• Less & weaker “instructins

!!!

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The Problem – %!&'(

T"e #eric $ears

%ecin' an (n)ustr*

Managing an ICT Factory … how much experience achieved?

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The Problem – %)&'(

… in theory … … actually …

s ' an exact science or still an artistic handicraft * ,n example-

'apacity lanning …

( r a n s . / a t e

0 1 2 / a t i o

3 4 s e r s

/ , M '

. 4

1 a n # 5 i # t h

ransactions

hat $in#

6rom 5herehen 7o5

many …

4sers hat channel thro%gh

hat tren# hat service …

1 access 7o5

many recor#s

7o5 m%ch ig

hat %p#ate

"re8%ency …

NOW … and

tomorrow?

… and next

year? …

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Ever-IncreasingEver-IncreasingComplexity …Complexity …

…… under a moreunder a more

and more easyand more easy

skin at everyone!sskin at everyone!s

"ngertips#"ngertips#

The Problem – %'&'(

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“Best Practices”, a possibleapproach

• $hat is not de"ned cannot %e controlled

• $hat is not controlled cannot %e measured

• $hat is not measured cannot %e improved

&EFI'E C('T)(* ME+,)E IM.)(/E

0uality 1 ControlModels* IS+ --.* /+BIT

* T0* E20* Si. Sigma* /+S+* "emi3g* etc44

.rocess Frameworks* IT I35rastr$ct$re Librar6* Applicatio3 Service Librar6* Gart3er /S"

* IB Processes* E"S "igital 7or89o:* icroso5t +2* Telecom +ps ap* etc44

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o;els a3; 2rame:or8 applicabilit6

O+eratinsA++,icatins-inance.trate'*

COCO

CO.O

CO%(T

(T(L

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o;els a3; 2rame:or8 “trendiness”

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7hat is ITIL< %1&=(

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7hat is ITIL< %!&=(

•S6stematic approachto high >$alit6 ITservice ;eliver6

•"oc$me3te; best

practice 5or ITService a3ageme3t•Provi;es commo3la3g$age :ith :ell?;e@3e; terms

•"evelope; i3 1-sb6 :hat is 3o: The+ce o5 Gover3me3t/ommerce

(n"ormation

Technology

(n"rastr%ct%reLibrary (/ %ks)

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7hat is ITIL< %)&=(

• ITIL is a best?practice process 5rame:or84• Service ;eliver6• Service s$pport• +thers %applicatio3 ma3ageme3t, sec$rit6 ma3ageme3t(

• I3itiate; b6 the 2324s government CentralComputing and Telecommunication +gency%CCT+(4 //TA is merge; i3to the +ce o5Gover3me3t /ommerce4

• Sho:s the goals, ge3eral activities, i3p$ts a3;o$tp$ts o5 the vario$s processes4

• "oes 3ot Ccast i3 sto3eC ever6 actio3 6o$ sho$l;;o o3 a ;a6?to?;a6 basis4

• ITIL Re5reshD 3o: Cersio3 )C is i3 ;elivere;4

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7hat is ITIL< %'&=(

Cre %ene0its1Cre %ene0its1 tan#ar# process lang%agetan#ar# process lang%age

:mphasis on process vs. technology:mphasis on process vs. technology

rocess integrationrocess integration

tan#ar#i;ation enales cost an#tan#ar#i;ation enales cost an#

8%ality improvements8%ality improvements

-cus n custer 2-cus n custer 2.ER3(CE.ER3(CE44

Liitatins1Liitatins1

<ot a process improvement<ot a process improvement

metho#ologymetho#ology .+eci0ies 5.+eci0ies 5w"atw"at5 6ut nt 5"w55 6ut nt 5"w5

oesn=t cover all processesoesn=t cover all processes

oesn=t cover organi;ation iss%esoesn=t cover organi;ation iss%es

7ype #riving %nrealistic expectations7ype #riving %nrealistic expectations

The “good” …

… and the“bad”

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7hat is ITIL< %=&=(

• Be :ar6 o5 ve3;or h6pe

• 2oc$s o3 process @rst• Tools ca3 be e3ablers or i3hibitors

• Assess capabilities o5 6o$rc$rre3t tools

• Revie: 3e: tools :here the6:o$l; pa6 sig3i@ca3t ;ivi;e3;s

• B$6 :hat 6o$ 3ee;, as 6o$ 3ee;it

s <> a >>L … an# Assuming Tools Will Not Solve Your Problems*

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ITIL Fe6 /o3cepts %1&=(

•,E)/ICE• "elivers val$e to c$stomer b6 5acilitati3g o$tcomes

c$stomers :a3t to achieve :itho$t o:3ership o5 thespeci@c costs a3; ris8s

• e4g4 a “bac8$p service” mea3s that 6o$ ;o3t have to careabo$t ho: m$ch tapes, ;is8s or robots cost a3; 6o$ ;o3thave to :orr6 i5 o3e o5 the staH is oH sic8 or leaves

• Service Level• eas$re; a3; reporte; achieveme3t agai3st o3e or more

service level targets4 E4g4D• Re; 1 ho$r respo3se !'&J

• Amber ' ho$r respo3se &=• Gree3 #e.t b$si3ess ;a6

• Service Level Agreeme3t %SLA(• 7ritte3 a3; 3egotiate; agreeme3t bet:ee3 ,ervice.rovider a3; Customer ;oc$me3ti3g agree; servicelevels a3; costs

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ITIL Fe6 /o3cepts %!&=(

' .s o5 Service a3ageme3tD•.eople – s8ills, trai3i3g,

comm$3icatio3•.rocesses – actio3s, activities,cha3ges, goals, improvi3g paths

•.ro;$cts – tools, mo3itors,meas$res, ;oc$me3ts

•.art3ers – specialist s$ppliers

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ITIL Fe6 /o3cepts %)&=(

•.rocess•Str$ct$re; set o5 activities ;esig3e; toaccomplish a ;e@3e; obKective

• I3p$ts +$tp$ts•eas$rable

•Function

• Team or gro$p o5 people a3; tools the6$se to carr6 o$t o3e or more processesor activities

•+:3 practices a3; 83o:le;ge bo;6

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ITIL Fe6 /o3cepts %'&=(

($'E) vs4 M+'+5E)D

•Process (wner

• E3s$res 2it 5or P$rpose•Process Manager

• o3itors a3; Reports o3 Process

•Service (wner• Acco$3table 5or "eliver6

•Service Manager• Respo3sible 5or i3itiatio3, tra3sitio3 a3; mai3te3a3ce4

Li5ec6cleM

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The ,ervice *i6ecycle the 7 Li5ec6cle,tages

ITIL Fe6 /o3cepts %=&=(

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ITIL Stage 1 – ServiceSTRATEGY STRATEGY

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,T)+TE58 ,T)+TE58

• 7hat are :e goi3g to provi;e<7hat are :e goi3g to provi;e<• /a3 :e aHor; it</a3 :e aHor; it<• /a3 :e provi;e e3o$gh o5 it</a3 :e provi;e e3o$gh o5 it<• No: ;o :e gai3 competitive a;va3tage<No: ;o :e gai3 competitive a;va3tage<• PerspectivePerspective

• isio3, missio3 a3; strategic goalsisio3, missio3 a3; strategic goals• Positio3Positio3• Pla3Pla3• Patter3Patter3

• $st @t orga3isatio3al c$lt$re$st @t orga3isatio3al c$lt$re

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Service Strateg6 has 5o$r activitiesService Strateg6 has 5o$r activities

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Service AssetsService Assets

• Reso$rces• Thi3gs 6o$ b$6 or pa6 5or Thi3gs 6o$ b$6 or pa6 5or

• IT I35rastr$ct$re, people, mo3e6IT I35rastr$ct$re, people, mo3e6

• Ta3gible Assets Ta3gible Assets

• /apabilities• Thi3gs 6o$ gro: Thi3gs 6o$ gro:

• Abilit6 to carr6 o$t a3 activit6Abilit6 to carr6 o$t a3 activit6

• I3ta3gible assetsI3ta3gible assets

• Tra3s5orm reso$rces i3to Services Tra3s5orm reso$rces i3to Services

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Service Port5olio a3ageme3tService Port5olio a3ageme3t

• Prioritises a3; ma3ages i3vestme3ts a3; reso$rcePrioritises a3; ma3ages i3vestme3ts a3; reso$rceallocatio3allocatio3

• Propose; services are properl6 assesse;Propose; services are properl6 assesse;•

B$si3ess /aseB$si3ess /ase

• E.isti3g Services Assesse;E.isti3g Services Assesse;4 +$tcomesD4 +$tcomesD• ReplaceReplace

• Ratio3aliseRatio3alise

• Re3e:Re3e:

• RetireRetire

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"ema3; a3ageme3t"ema3; a3ageme3t

• E3s$res :e ;o3t :aste mo3e6 :ith e.cess capacit6E3s$res :e ;o3t :aste mo3e6 :ith e.cess capacit6

• E3s$res :e have e3o$gh capacit6 to meet ;ema3; atE3s$res :e have e3o$gh capacit6 to meet ;ema3; atagree; >$alit6agree; >$alit6

• Patter3s o5 B$si3ess Activit6 to be co3si;ere;Patter3s o5 B$si3ess Activit6 to be co3si;ere;• E4g4 Eco3om6 J electricit6, /o3gestio3 /hargi3g, OE4g4 Eco3om6 J electricit6, /o3gestio3 /hargi3g, O

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ITIL Stage ! – ServiceDESIGNDESIGN

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&E,I5'&E,I5'

• No: are :e goi3g to provi;e it<

• No: are :e goi3g to b$il; it<

• No: are :e goi3g to test it<

• No: are :e goi3g to ;eplo6 it<

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.rocesses i3 Service "esig3

14 Service /atalog$e a3ageme3t

!4 Service Level a3ageme3t

)4 /apacit6 a3ageme3t

'4 I35ormatio3 Sec$rit6 a3ageme3t

=4 Availabilit6 a3ageme3t

4 ITS/ %;isaster recover6(

J4 S$pplier a3ageme3t

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PQ1 – Service /atalog$e

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PQ! – Service Level a3ageme3t

• Service Level Agreement %,*+(• +peratio3al Level Agreeme3ts• I3ter3al

• 3;erpi33i3g /o3tracts %“SLAs are for servicemanagement, contract is for the court 444”(

• E.ter3al +rga3isatio3• S$pplier a3ageme3t

• Ge3erall6 a3 a33e.e to a co3tract• Sho$l; be clear a3; 5air a3; :ritte3 i3 eas6?to?$3;ersta3;, $3ambig$o$s la3g$age

•S$ccess o5 SLD Key Performance Indicators %3.Is(• No: ma36 services have SLAs<• No: ;oes the 3$mber o5 breaches o5 SLAcha3ge over time %:e hope it re;$cesM(<

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Thi3gs 6o$ might @3; i3 a3 SLA

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SLA – A 5e: e.amples %1&!(

•(nline ,ervices +vaila%ility• Minutes o6 service unavaila%ility• Perio; 1 ;e@3itio3D +#?2RI ?1• Perio; ! ;e@3itio3D other• +bservatio3 i3terval 1 EARD

• “Inappropriate” SLD more tha3 =!) mi3&6ear i3 perio; 1,more tha3 - i3 perio; !

• “Ins!cient ” SLD more tha3 J= mi3&6ear i3 perio; 1,more tha3 ) i3 perio; !

• “"nsita#le” SLD more tha3 14-'J mi3&6ear i3 perio; 1,more tha3 14)1 i3 perio; !

• +bservatio3 i3terval 1 +#TND• “Inappropriate” SLD 3&a

• “Ins!cient ” SLD 3&a

• “"nsita#le” SLD more tha3 !- mi3&mo3th i3 perio; 1,more tha3 !J! i3 perio; !

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SLA – A 5e: e.amples %1&!(

•(nline ,ervices .er6ormance• Tra3sactio3s mea3 respo3se time !,= sec• a.im$m perce3tage o5 tra3sactio3s e3;i3g i3 more

tha3 1 sec =

•&) ,ervice• )T( %Recover6 Time +ptio3(D

• Applicatio3s A, B, /, 444 restarti3g i3 ! ho$rs a5ter the;isaster 5ormal stateme3t

• Applicatio3s U, , V, 444 restarti3g i3 !' ho$rs a5ter the

;isaster 5ormal stateme3t• ).( %Recover6 Poi3t +ptio3(D

• #o ;ata loss 5or applicatio3s A, B, /, 444

• a.im$m ;ata loss 5or applicatio3s U, , V, 444 $p;ates i3the last ho$r be5ore the ;isaster

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PQ) – /apacit6 a3ageme3t

•Right /apacit6, Right Time,Right /ostM

•Bala3ces /ost agai3st

/apacit6 so mi3imises costs:hile mai3tai3i3g >$alit6 o5service

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PQ' – I35ormatio3 Sec$rit6 a3ageme3t

• Con"dentiality• a8i3g s$re o3l6 those a$thorise; ca3 see ;ata

• Integrity• a8i3g s$re the ;ata is acc$rate a3; 3ot corr$pte;

• +vaila%ility• a8i3g s$re ;ata is s$pplie; :he3 it is re>$este;

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PQ= – Availabilit6 a3ageme3t

• E3s$re that IT services are available O mi3im$m at theagree; targets

• Lots o5 Acro36ms• ea3 Time Bet:ee3 Service I3ci;e3ts

• ea3 Time Bet:ee3 2ail$res

• ea3 Time to Restore Service

• Resilie3ce i3creases availabilit6• Service ca3 remai3 5$3ctio3al eve3 tho$gh o3e or more o5 its

compo3e3ts have 5aile;

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PQ – ITS/

• IT ,ervice Co3ti3$it6 Ma3ageme3t

• E3s$res res$mptio3 o5 services :ithi3 agree; timescale

• B$si3ess Impact A3al6sis i35orms ;ecisio3s abo$treso$rces

• E4g4 Stoc8 E.cha3ge ca3t aHor; = mi3$tes ;o:3time b$t !ho$rs ;o:3time probabl6 :o3t ba;l6 aHect a ;epartme3talacco$3ts oce or a college b$rsar6

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Sta3;b6 5or li5toH444

• Cold• Accommo;atio3 a3; e3viro3me3t rea;6 b$t 3o IT e>$ipme3t O 7EEFS

•$arm• As col; pl$s bac8$p IT e>$ipme3t to receive ;ata O !' ÷

' N+RS

• 9ot• 2$ll ;$ple.i3g, re;$3;a3c6 a3; 5ailover O I#TES ÷

/+PLE o5 N+RS

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#ot to be co35$se; O %1&!(• :usiness /o3ti3$it6

• To;a6 IT is o5te3 a vital mecha3ism o5 the :holecomple. “b$si3ess machi3e” O b$t b$si3ess proper5$3ctio3i3g also 3ee;sD People, b$il;i3g, 3o?IT tools,r$les a3; proce;$res, ;oc$me3ts, mo3e6, ;ecisio3s, Oa3; more a3; more O

• “B$si3ess /o3ti3$it6” is a set o5 M+I'*8()5+'I;+TI('+* meas$res to e3s$re that B$si3essca3 go o3 %;o:3gra;e; at :orst( :ith o3e or more$3available assets

• IT /o3ti3$it6• A set o5 M+I'*8 TEC9'IC+* meas$res to re;$ce the$3availabilit6 o5 the IT services

• Part o5 b$si3ess co3ti3$it6

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#ot to be co35$se; O %!&!(• IT +vaila%ility Management

• The process that ;e@3es SLA o3 IT Services availabilit6a3; provi;es their complia3ce

• IT Continuity Management• The process b6 :hich .)(+CTI/E meas$res are p$t

i3 place a3; ma3age; to e3s$re that IT Services ca3co3ti3$e should a3 i3ci;e3t occ$r

• &isaster )ecovery• A set o5 )E+CTI/E processes activate; to recover IT

Services a6ter a serio$s i3ci;e3t has occ$rre;

• Contingency .lan• A set o5 %usiness emerge3c6 proce;$res to be $se;

;$ri3g missi3g or severe ;e5ecti3g IT Services

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PQJ – S$pplier a3ageme3t

• To e3s$re that all contracts :ithsuppliers s$pport the 3ee;s o5the b$si3ess, a3; that all

s$ppliers meet their co3tract$alcommitmentsD• Provi;i3g the S$pplier a3ageme3t 2rame:or8• Eval$atio3 o5 #e: S$ppliers a3; /o3tracts

• Establishi3g #e: S$ppliers a3; /o3tracts• Processi3g o5 Sta3;ar; +r;ers• S$pplier a3; /o3tract Revie:• /o3tract Re3e:al or Termi3atio3

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L3-2014.ppt