itlc hanoi - starting itsm itsc - nguyen manh cuong
Post on 11-Feb-2017
504 Views
Preview:
TRANSCRIPT
Starting ITSM with IT Service CatalogCuongNMITIL Expert/ ITIL Vietnamese Language Ownercuongnm@gmail.com
IT Service Management Language
What is a Service?
A means of delivering value to customers by
facilitating outcomes customers want to achieve
without the ownership of specific costs and risks
ITSM
ITSM: IT Service Management
The special capability to Manage the SERVICEs
ITIL: formerly known IT Infrastructure Library
IT Service CatalogIT Service Provider "MENU"
What should you expect from a Provider's "MENU"?
Utility: Service Functionalities
Warranty
Availability: ~99%; 24x7x365
Capacity: Web Response time, Performance
Security: HTTPS; SSL; Token.... Encryption, 2-factor Authentication
Continuity: Disaster Recovery; Business Impact Analysis; Crisis Management
Define your IT "MENU" – IT Service Catalog
Vietnamese Method :-)
We need SLAs, immediately....
A lot of KPI Reports?
Response Time...
Customer Satisfaction Survey...
....
In Scope or Out of Scope
ITIL Method
How can you define your MENU?Understanding your CUSTOMER
Define Major Business Process
Other Steps:
Define Enabling IT Services
Map IT System to IT Services
Map IT component to IT System
Primary Business Processes Business Products & Services
Data, Materials, inputs
Corporate or Management Processes
Innovation, Development
ProcessesBusiness Support
ProcessesIT
SERVICES
How can you categorize IT Service?
IT S
ervi
ceProfessional
Services
IT Security/ IT Architecture…
Project Management - Consulting
Application Development
Technical Services
Application Based Services
General Infra. Services
Define an IT Service Provider "MENU"?
IT Service Offering
Benefit
Service Level
Exchange of Value
Putting all together
A service should have a service owner
Service Offering
Benefit
Service Level
Exchange of Value
Configuration
Management
Database (CMDB)
Catalog – CMDB
CATALOG - End User
View
CATALOG - Executive
View (CUSTOME
R)
Business Agreements
& Service Offerings +
Services
IT Service Request of Service A
IT SystemServer A
Router X
IT SystemServer M
Switch Y
IT Service Request of Service B
IT System
Connection B
Router M
Our Role, Our Customer and Our Services
Your role and your customer...
IT Technician/ IT Specialist?
Developer? Business Analyst? Project Manager?
IT Manager?
CxO?
and more....
Your services?
DEFINED by YOUR CUSTOMER
DEFINED by YOURSELVES
FOCUS on THE CORE SERVICE FIRST..
top related