Service Operation & Control

ServiceOperation&Control

1

AdvancedtraininginserviceoperationandcontrolaccordingtoFitSM

Version2.5

ThisworkhasbeenfundedbytheEuropeanCommission.Itislicensedundera CreativeCommonsAttribution4.0

InternationalLicense.

Purposeofthistraining

• Repeatthemostimportantfoundationknowledgeon(lightweight)ITServiceManagement(ITSM)

• Becomefamiliarwith…– thegeneralaspectsofimplementingITSM;– theprocessesrequiredtooperateandcontrolserviceseffectively,accordingtotheFitSM-1standard;

– importantinterfacesinaservicemanagementsystem.• AchievetheAdvancedlevelcertificateinserviceoperationandcontrolaccordingtoFitSMissuedbyTÜVSÜDExaminationInstitute

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FitSM AdvancedLevelexam

• Attheendofthistraining• Closedbook,i.e.noaidsareallowed• Duration:60minutes• 30multiple choicequestions:

– Fourpossibleanswersforeachquestion:A,B,CorD– Onecorrectanswerperquestion

• Atleast70%correctanswers(21 of30)arerequiredtopasstheexamination

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FitSM qualificationprogram

4

FoundationLevel

FoundationtraininginITservicemanagement

AdvancedLevel

Expert Level

ExperttraininginITservicemanagement

Advancedtraininginserviceplanninganddelivery

Advancedtraininginserviceoperationandcontrol

1day

2 days2 days

2 days

Agendaofthistraining

• FitSM Foundationwrap-up&ITSMbasics• Selectedgeneralaspectsofestablishingaservicemanagementsystem(SMS)

• ITSMprocessesfortheoperationandcontrolofservices

• ITSMprocessinterfacesanddependencies

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FitSM FoundationWrap-Up&ITSMBasics

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Whatisaservice?

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Definitionfollowing FitSM-0:Service:

Awaytoprovidevalue toauser /customer throughbringingaboutresultsthattheywanttoachieve

Utility Warranty Value

Whatisthekeypurpose oftheservice?

Whichadditionalfactorswillimpactthecustomers’servicequality/

performanceperception?

Definitionfollowing FitSM-0:ITservice:

Aservice thatisenabledbytheuseofinformationtechnology(IT)

ITservicemanagement

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Definitionfollowing FitSM-0:ITservicemanagement(ITSM):

Theentiretyofactivities performedbyanITserviceprovidertoplan,deliver,operateandcontrolITservicesofferedtocustomers

Note:TheactivitiescarriedoutintheITSMcontextshouldbedirectedbypoliciesandstructuredandorganised byprocessesandsupportingprocedures.

Definitionfollowing FitSM-0:Managementsystem:

Entiretyofpolicies,processes,procedures andrelatedresourcesandcapabilitiesaimingateffectivelyperformingmanagementtasksinagivencontextandforagivensubject

Note:Amanagementsystemisgenerallyintangible.Itisbasedontheideaofasystematic,structuredandprocess-orientedwayofmanaging.

Servicemanagementsystem(SMS)

• KeyelementsinanSMS:– Policies– Processes

• Inputs• Activities• Outputs

– Roles– Procedures

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Definitionfollowing FitSM-0:Service managementsystem(SMS):

Overallmanagementsystemthatcontrolsandsupports(IT)servicemanagementwithinanorganisationorfederation

Servicemanagementsystem(SMS)

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Policy1. Abc def ghijk.2. Abc def ghijk.3. Abc def ghijk.4. Abc def ghijk.

Proce-dures

Process: Inputs

Outputs

Governance levelTop management

Process owners

Control levelProcess managers

Process teams

Operational level Departments

FunctionsPersons

Activities and roles

e.g. Incident handling policy, change policy,

security policy

e.g. incident management, change management, security management, …

e.g. procedures for classifying and prioritizing incidents

Person (in a role)

applies

Policiesandprocesses

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Definitionfollowing FitSM-0:Policy:

Documentedsetofintentions,expectations,goals,rulesandrequirements,oftenformallyexpressedbytopmanagementrepresentativesinanorganisation orfederation

Note:Policiesarethenrealised inprocesses,whichareinturnmadeupofproceduresthatpeoplecarryout.

Definitionfollowing FitSM-0:Process:

Structuredsetofactivities,withclearly definedresponsibilities,thatbringaboutaspecificobjectiveorsetofresultsfromasetofdefinedinputs

Note:Generally,aprocessisalogicalsubdivisionofalargersetofactivitiesusedtoprovideormanageservices.

Activitiesandprocedures

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Definitionfollowing FitSM-0:Activity:

Setofactionscarriedoutwithinaprocess

Definitionfollowing FitSM-0:Procedure:

Specifiedsetofstepsorinstructionstobecarriedoutbyanindividualorteamtoperformoneormoreactivities ofaprocess

Whatisaprocess?

• Howtodefineaprocess:

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Definitionfollowing FitSM-0:Role:

Setofresponsibilitiescollectedintoalogicalunitthatcanbeassignedtoanindividual

Goal(s),objectives

Clearlydefinedinputs,triggersandoutputs

Setofinterrelatedactivities

Rolesandresponsibilities

WhatisFitSM?

• AfamilyofstandardsforlightweightITservicemanagement

• SuitableforITserviceprovidersofanytypeandscale• Maindesignprinciple:Keepitsimple!• Allpartsfreelyavailable:

www.fitsm.eu

ThedevelopmentoftheFitSM standardsissupportedandfundedbytheEuropeanCommissionthroughtheEC-FP7project“FedSM”undercontractnumber312851.

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FitSMparts

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FitSM-1Requirements

FitSM-2Objectives and activities

FitSM-3Role model

FitSM-5Selected

implementation guides

Requ

ireme

nts

FitSM-0Overview & vocabulary

Supp

ort &

Guid

ance

Term

inolog

y

FitSM-4Selected templates

and samples

FitSM-6Maturity and

capability assess-ment scheme

FitSMlogic

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FitSM:ITSMprocessframework

1. Serviceportfoliomanagement(SPM)2. Servicelevelmanagement(SLM)3. Servicereportingmanagement(SRM)4. Serviceavailability&continuitymanagement(SACM)5. Capacitymanagement(CAPM)6. Informationsecuritymanagement(ISM)7. Customerrelationshipmanagement(CRM)8. Supplierrelationshipmanagement(SUPPM)9. Incident&servicerequestmanagement(ISRM)10. Problemmanagement(PM)11. Configurationmanagement(CONFM)12. Changemanagement(CHM)13. Release&deploymentmanagement(RDM)14. Continualserviceimprovementmanagement(CSI)

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Relatedstandardsandframeworks

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ITIL

COBIT

ISO9000

CMMI

Software engineeringmaturity model

IT service management standard / framework

Quality managementstandard

adoption of concepts

Legend

ISO/IEC27000 ISO/IEC20000

FitSM

ISO15504

Information security management standard

ITIL,ISO/IEC20000,COBIT

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ISO/IEC 20000

ITInfrastructureLibrary• Number ofbookswith"goodpractice"inITServiceManagement• Slogan:"thekeytomanagingITservices"• Descriptionsofkey principles,conceptsandprocessesinITSM

• Mostpopularandwide-spread framework• Nota"real"standard,butoftenrelatedtoas"de-factostandard"• 5booksreleasedbytheBritishCabinetOffice

ISO/IEC20000• InternationalstandardformanaginganddeliveringITservices• DefinestheminimumrequirementsonITSM

• Developedbyajointcommittee(JTC)ofISOandIEC• BasedonITIL,BS15000• Auditable,certifiable

ControlObjectivesforInformationandRelatedTechnologies• ITGovernance framework• Specifiescontrolobjectives,metrics,maturitymodels

• Developed byISACA• canbecombinedwithITILandISO/IEC20000

ISO9000,ISO/IEC27000,CMMI

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ISO/IEC 27000

ISO9000• Internationalstandardforqualitymanagement• Qualitymanagementprinciples• Minimumrequirementsforaqualitymanagementsystem

• Applicable toallorganizationsandbranches• Auditable,certifiable• Severaldocuments

ISO/IEC27000• Internationalstandardforinformationsecuritymanagement• Minimumrequirementsforaninformationsecuritymanagementsystem(ISMS)• Morethan100securitycontrols

• Applicable toallorganizationsandbranches• Auditable,certifiable• BasedonBS7799• Auditable,certifiable• Severaldocuments

CapabilityMaturityModelIntegration• Maturityandcapabilitymodel• Organizationalmaturityassessment

• Developed bySEI(SoftwareEngineeringInstitute),CarnegieMellonUniversity

ISO 9000

ITSM:Benefitsandrisksinpractice

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Typicalbenefits(excerpt):+ Repeatabilityofdesiredoutputs+ Highereffectivenessandefficiency+ Customerfocus,alignmentofITandtheircustomers+ Improvedreputation

Potentialrisks(excerpt):− Processesandproceduresmaybecometoobureaucratic,morepaperwork− Lowereffectivenessandefficiency,if…

− staffarenotawareofprocessesandmeasuresandpersonneldonotacceptthesystem

− topmanagementlacksaclearcommitmentandrelatedactions− processes arebypassed

ChallengesinfederatedITinfrastructures

• TraditionalITservicemanagementpractices…– assumesinglecentralcontroloverallservicemanagementprocessesbytheserviceprovider

– hardlyaddresscollaborativeapproachestoservicedelivery

• Asaresult:ApplyingITservicemanagementinfederatedenvironmentsmaybemoredifficult,andnotallconcepts/ideaswillwork

• Importantinafederatedenvironment:Understandingtherolesofthefederationmembersaswellasthefederator’sbusinessmodel

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Examplesoffederatorroles(“businessmodels”)

InvisibleCoordinator

Advisor

Matchmaker

OneStopShop

Integrator23

Everyfederationmemberhastomanagetheirspecificservices,i.e.ITSMisoftenhighlydecentralized,andoverallintegration/

coordinationislimitedtokeyprocessinterfaces.

Theintegratorneedstomanagetheservicesofferedbythefederation,i.e.ITSMisoftenmorecentralized,andahighlevelofcoordination

effort isrequiredfromtheintegrator.

ITSM

perspective


• FitSM Foundationwrap-up&ITSMbasicsØ Selectedgeneralaspectsofestablishingaservicemanagementsystem(SMS)



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SelectedGeneralAspectsofEstablishingaServiceManagementSystem

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Overview

• Topmanagementresponsibility– Commitmentandleadership– Governanceandpolicies

• Documentation– Documentsandrecords– Documentcontrol

• Definingthescopeofservicemanagement• ThePDCAcycleappliedtotheSMS

– Planningservicemanagement(PLAN)– Implementingservicemanagement(DO)– Monitoringandreviewingservicemanagement(CHECK)– Continuallyimprovingservicemanagement(ACT)

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Topmanagementresponsibility

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Why?

Toensurethattopmanagementoftheorganisation(s)involvedinthedeliveryofservicesisclearlycommittedtoaservice- andprocess-orientedapproachandthattheyfulfiltheirleadershipduties

Topmanagementresponsibility:Importantterms&concepts

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Definitionfollowing FitSM-0:Topmanagement:

Seniormanagementwithintheserviceproviderorganisation orfederation whosetpolicies andexerciseoverallcontroloftheorganisation orfederation.

Definitionfollowing FitSM-0:Serviceprovider:

Organisation orfederation orpartofanorganisation orfederation thatmanagesanddeliversaservice orservicestocustomers

Topmanagementresponsibility:RequirementsaccordingtoFitSM-1

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GR1TopManagementCommitment&ResponsibilityREQUIREMENTS• GR1.1Topmanagementoftheorganisation(s)involvedinthedeliveryofservicesshallshow

evidencethattheyarecommittedtoplanning,implementing,operating,monitoring,reviewing,andimprovingtheservicemanagementsystem(SMS)andservices.Theyshall:o AssignoneindividualtobeaccountablefortheoverallSMSwithsufficientauthorityto

exercisethisroleo Defineandcommunicategoalso Defineageneralservicemanagementpolicyo Conductmanagementreviewsatplannedintervals

• GR1.2Theservicemanagementpolicyshallinclude:o Acommitmenttofulfilcustomerservicerequirementso Acommitmenttoaservice-orientedapproacho Acommitmenttoaprocessapproacho Acommitmenttocontinualimprovemento Overallservicemanagementgoals

Documentation

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Why?

Toensurethatpolicies,processesandproceduresandtheiroutputsaresufficientlydocumentedtosupportandenhanceeffectivenessandtraceabilityofITservicemanagement

Documentation:RequirementsaccordingtoFitSM-1

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GR2DocumentationREQUIREMENTS• GR2.1TheoverallSMSshallbedocumentedtosupporteffectiveplanning.This

documentationshallinclude:o Servicemanagementscopestatement(seeGR3)o Servicemanagementpolicy(seeGR1)o Servicemanagementplanandrelatedplans(seeGR4)

• GR2.2Documenteddefinitionsofallservicemanagementprocesses(seePR1-PR14)shallbecreatedandmaintained.Eachofthesedefinitionsshallatleastcoverorreference:o Descriptionofthegoalsoftheprocesso Descriptionoftheinputs,activitiesandoutputsoftheprocesso Descriptionofprocess-specificrolesandresponsibilitieso Descriptionofinterfacestootherprocesseso Relatedprocess-specificpoliciesasapplicableo Relatedprocess- andactivity-specificproceduresasrequired

Documentation:RequirementsaccordingtoFitSM-1

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GR2DocumentationREQUIREMENTS• GR2.3Theoutputsofallservicemanagementprocesses(seePR1-PR14)shallbedocumented,

andtheexecutionofkeyactivitiesoftheseprocessesrecorded.• GR2.4Documentationshallbecontrolled,addressingthefollowingactivitiesasapplicable:

o Creationandapprovalo Communicationanddistributiono Reviewo Versioningandchangetracking

Documentation:Importantterms&concepts

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Definitionfollowing FitSM-0:

Document:Information anditssupportingmedium

Note:Examplesofdocumentsincludepolicies, plans,processdescriptions,procedures,SLAs,contractorrecords.

Definitionfollowing FitSM-0:Record:

Documentationofaneventor theresultsofperformingaprocess oractivity

Documentation:Examples

• Examplesofdocumentsthatarenot records:– Policy– Plan– Processdescription– Proceduredefinition– Agreement– Contract

• Examplesofdocumentsthatare records:– Ticket(e.g.incident/servicerequest/changeticket)– Trainingrecord– Auditreport– Meetingminutes– Visitorlist/guestbook

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Definingthescopeofservicemanagement

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Why?

ToagreeanddocumenttheextentandboundariesoftheSMSbyclearlydefiningtheservice(s),organisation(s)andlocation(s)forwhichtheSMSisvalid

Definingthescopeofservicemanagement:RequirementsaccordingtoFitSM-1

• ThescopeoftheSMSmaybelimitedto…– certainservicesorservicecatalogues– certaintechnologies– certain(geographical)locations– certainorganisationsorpartsoforganisations– certainpartsofafederation(inafederatedenvironment)– serviceprovisionforspecific(groupsof)customers/users

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GR3DefiningTheScopeOfServiceManagementREQUIREMENTS• GR3.1ThescopeoftheSMSshallbedefined andascopestatementcreated.

Definingthescopeofservicemanagement:Examplesofscopestatements

• Genericscopestatement:TheSMSof[nameoftheserviceproviderorfederation]thatdelivers[technology][service(s)]from[serviceproviderlocation(s)]to[customer(s)]at[customer(s’)location(s)]

• Example:TheSMSoftheACMEITserviceunitthatdeliversMicrosoftWindows-baseddesktopandcommunicationservicesfromtheirdatacentersiteinAmsterdamtoallACMEbusinessunitsatlocationsinTheNetherlands

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ThePDCAcycleappliedtotheSMS

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Why?

ToensurethattheSMSasawholeissolidlyplanned,implemented,monitoredandcontinuallyimproved

Plan-Do-Check-ActCycle(PDCA)

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Maturity

Time

• QualitymanagementapproachaccordingtoW.E.Deming• Cyclicaloptimizationofqualityleadstocontinualimprovement• Plan-Do-Check-Actcanbeappliedtothewholeservicemanagementsystem

PDCAappliedtotheSMS:Briefoverview

• Plan:– DefinethescopeoftheSMS– Setthetimelineforimplementingservicemanagementprocesses(service

managementplan)• Do:

– Implementprocesses– Providetrainingtopeopleinvolvedintheprocesses

• Check:– Monitorkeyperformanceindicators(KPIs)toevaluateeffectivenessand

efficiency– Perform(internal)auditstodeterminethelevelofcompliance– Assesstheorganisationalmaturity

• Act:– Identifyopportunitiesforimprovements– Prioritizeandinitiateimprovements

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GR3, GR4

GR5

GR6

GR7

PlanningITSM:RequirementsaccordingtoFitSM-1

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GR4PlanningServiceManagement(PLAN)REQUIREMENTS• GR4.1Aservicemanagementplanshallbecreatedandmaintained.• GR4.2Theservicemanagementplanshallatminimumincludeorreference:

o GoalsandtimingofimplementingtheSMSandtherelatedprocesseso Overallrolesandresponsibilitieso Requiredtrainingandawarenessactivitieso Requiredtechnology(tools)tosupporttheSMS

• GR4.3Anyplanshallbealignedtootherplansandtheoverallservicemanagementplan.

PlanningITSM:Rolesandresponsibilities

Description ITSMexample Non-ITSMexample

Genericrole Aconceptualclassofrolewhichisinstantiatedinaspecificcontexttocreateaspecificrole

Processmanager Flightcaptain

Specificrole Aconcreterolewhichcanbeassignedtoapersonorteaminordertogivethispersonorteamtheresponsibilityforsomething

Incident manager(processmanagerfortheincidentandservicerequestmanagementprocess)ofanITserviceprovider

Flightcaptain forflightXX123fromMunichtoBrussels

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PlanningITSM:GenericrolesaccordingtoFitSM-3

• SMSowner• SMSmanager• Processowner(optional)• Processmanager• Caseowner• Memberofprocessstaff• Serviceowner

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SMSowner:Generaltasks

Role Tasks Ca.numberofpersonsperformingthisrole

SMSowner • Senioraccountableowneroftheentireservicemanagementsystem (SMS)

• OverallaccountabilityforallITSM-relatedactivities

• Actastheprimarycontactpointfor concernsinthecontextofgoverning theentireSMS

• DefineandapprovegoalsandpoliciesfortheentireSMS

• Nominatetheprocessownersand/ormanagers,andensuretheyarecompetenttofulfiltheirroles

• ApprovechangestotheoverallSMS• Decideontheprovisionofresourcesdedicated

toITSM• Basedonmonitoringandreviews,decideon

necessarychangesinthegoals,policiesandprovidedresourcesfortheSMS

1 fortheoverallSMS

Often,thepersontakingovertheSMSownerrolemayalsotakeovertheprocessownerrolefortheentiretyorasubsetoftheITSMprocesses.

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SMSmanager:Generaltasks


SMSmanager • Actastheprimarycontactpointfor alltacticalconcerns (includingplanninganddevelopment)inthecontextoftheentireSMS

• Maintaintheservicemanagementplanandensureitisavailabletorelevantstakeholders

• EnsureITservicemanagementprocessesareimplementedaccordingtoapprovedgoalsandpolicies

• MaintainanadequatelevelofawarenessandcompetenceofthepeopleinvolvedintheSMS,inparticulartheprocess managers

• Monitor andkeeptrackofthesuitability,effectivenessandmaturityoftheentireSMS

• Reportand,ifnecessary,escalatetotheSMSowner

• IdentifyopportunitiesforimprovingtheeffectivenessandefficiencyoftheSMS

1 fortheoverallSMS

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Processowner:Generaltasks


Processowner

(optional,seecomment inrightcolumn)

• Actastheprimarycontactpointfor concernsinthecontextofgoverning onespecificITSMprocess

• DefineandapprovegoalsandpoliciesinthecontextoftheprocessaccordingtotheoverallSMSgoalsandpolicies

• Nominatetheprocessmanager,andensurehe/sheiscompetenttofulfilthisrole

• Approvechanges/improvementstotheoperationalprocess,suchas(significant)changestotheprocessdefinition

• Decideontheprovisionofresourcesdedicatedtotheprocessanditsactivities

• Basedonprocessmonitoringandreviews,decideonnecessarychangesintheprocess-specificgoals,policiesandprovidedresources

1per process

Inmanysituationsinpractice,theSMSownertakesover theroleoftheprocessownerforall ITSMprocesses.Ifthisisthecase,itisnotrequiredtoestablishtheprocessownerroleasadedicatedroleatall,sinceitismergedwiththeSMSownerrole.

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Processmanager:Generaltasks


Processmanager • Actastheprimarycontactpointfor operationalconcerns inthecontextoftheprocess

• Maintaintheprocessdefinition/descriptionandensureitisavailabletorelevantpersons

• Maintainanadequatelevelofawarenessandcompetenceofthepeopleinvolvedintheprocess

• Monitor andkeeptrackoftheprocessexecutionandresults(incl.processreviews)

• Reportonprocessperformancetotheprocessowner

• Escalatetotheprocessowner,ifnecessary• Identifyopportunitiesforimprovingthe

effectivenessandefficiencyoftheprocess• Additionaltasks– dependingonthespecific

process(see:process-specificrolemodels)

1perprocess

Onepersonmaytakeovertheprocessmanagerroleforoneormoreprocesses.

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Caseowner:Generaltasks


Caseowner • Overallresponsibilityforonespecificcaseoccurringinaprocesscontext(e.g.onespecificincidenttoberesolvedoronespecificSLAtobemaintained)

• Actastheprimary contactpointforallconcernsinthecontextofthatspecificcase

• Coordinateallactivitiesrequired tohandle/resolvethespecificcase

• Escalateexceptionstotheprocessmanager,whererequired

• Additionaltasks– dependingonthespecificprocess(see:process-specificrolemodels)

1percase

Theremaybedifferentcases perprocessatatime.Onepersonorgroupmaybeassignedthecaseownerroleforoneormore(orevenall)concurrentcases.

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Note: Theroleofacaseownerisusuallyrequiredinaprocess,ifoccurrences(e.g.incidents,servicerequests,problems,changes,releases,…)orlogicalentities/objects(e.g.differenttypesofagreements,reports orplans,…)aremanagedbytheprocess,andtheprocessmanagerhim- /herselfdoesnottakeoverspecificresponsibilityforalloftheseoccurrencesorentities.

Memberofprocessstaff:Generaltasks


Memberofprocess staff

(sometimesalsoreferredtoasprocesspractitioner)

• Carryoutdefinedactivitiesaccordingtothedefined/establishedprocessand, asapplicable,its procedures(e.g.theactivityofprioritizinganincident)

• Reporttothecaseownerand/orprocessmanager

• Additionaltasks– dependingonthespecificprocess(see:process-specificrolemodels)

1ormoreperprocess

Onepersonmaytakeoverthememberofprocessstaffroleforoneormoreprocesses.

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Serviceowner:Generaltasks


Serviceowner • Overallresponsibilityforone specificservicewhichispartoftheserviceportfolio

• Actastheprimarycontactpointforall(process-independent)concernsinthecontextofthatspecificservice

• Act asan“expert”fortheserviceintechnicalandnon-technicalconcerns

• Maintainthecore servicedocumentation,suchastheservicespecification/description

• Bekeptinformedofeveryevent,situationorchangeconnectedtotheservice

• BeinvolvedintaskssignificantlyrelatedtotheserviceaspartofselectedITSMprocesses,inparticularSPMandSLM(see:process-specificrolemodels)

• Report ontheservicetotheSMSowner

1perserviceintheserviceportfolio

Onepersonmaytakeovertheserviceownerroleforoneormore(orevenall)services.

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PlanningITSM:Summaryoftherolemodel

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Overallservicemanagementsystem(SMS)

Service:E-Mail Service:Highperformancecomputing Otherservices

Process:SPM Process:SLMProcess:ISRM

Otherprocesses

Activity1

Activity2

Activity3

Activity1

Activity2

Activity3

Activity1

Activity2

Incident142

Incident143

Incident144

Step1

Step2

Step3

Step4

Serviceowner:E-mail

Serviceowner:HPcomputing

SMSowner

PMSLM

Case owner incident 142

PMSPMPMISRM

ProcessownerSPM&SLM

Processmanagers

Processowners

Serviceowners



Caseowners

ISRM

staff

SPMstaff

SLMstaff

Processstaff

SMSmanager

ImplementingITSM:RequirementsaccordingtoFitSM-1

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GR5ImplementingServiceManagement(DO)REQUIREMENTS• GR5.1Theservicemanagementplanshallbeimplemented.• GR5.2WithinthescopeoftheSMS,thedefinedservicemanagementprocessesshallbe

followedinpractice,andtheirapplication,togetherwiththeadherencetorelatedpoliciesandprocedures,shallbeenforced.

MonitoringandreviewingITSM:RequirementsaccordingtoFitSM-1

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GR6MonitoringAndReviewingServiceManagement(CHECK)REQUIREMENTS• GR6.1TheeffectivenessandperformanceoftheSMSanditsservicemanagementprocesses

shallbemeasuredandevaluatedbasedonsuitablekeyperformanceindicatorsinsupportofdefinedoragreedtargets.

• GR6.2AssessmentsandauditsoftheSMSshallbeconductedtoevaluatethelevelofmaturityandcompliance.

ContinuallyimprovingITSM:RequirementsaccordingtoFitSM-1

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GR7ContinuallyImprovingServiceManagement(ACT)REQUIREMENTS• GR7.1Nonconformitiesanddeviationsfromtargetsshallbeidentifiedandcorrectiveactions

shallbetakentopreventthemfromrecurring.• GR7.2ImprovementsshallbeplannedandimplementedaccordingtotheContinualService

ImprovementManagementprocess(seePR14).



Ø ITSMprocessesfortheoperationandcontrolofservices


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ITSMProcessesfortheOperation&ControlofServices

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Overview

• Incident&servicerequestmanagement(ISRM)• Problemmanagement(PM)• Configurationmanagement(CONFM)• Changemanagement(CHM)• Release&deploymentmanagement(RDM)• Continualserviceimprovementmanagement(CSI)

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CommonstructureofthepresentationofITSMprocessesinthistrainingmaterial

• Objective• Importantterms&concepts• Process-specificrequirementsaccordingtoFitSM-1• Initialprocesssetup• Inputs&outputs• Ongoingprocessactivities• Roles• Criticalsuccessfactors&KPIs• Simplifiedapplicationexample

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forselectedITSMprocesses

Overview


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Incident&ServiceRequestManagement(ISRM)

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Objective

Torestorenormal/agreedserviceoperationwithintheagreedtimeaftertheoccurrenceofanincident,andtorespondtouserservicerequests

ISRM:Importantterms&concepts

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Definitionfollowing FitSM-0:Incident:

Unplanneddisruptionofoperationinaservice ordegradationofservicequality(versustheexpectedoragreedlevelofoperationaccordingtoservicelevelagreements)

Definitionfollowing FitSM-0:Servicerequest:

Requestforinformation,advice,accesstoaservice orapre-approvedchange

Note:Servicerequestsareoftenhandledbythesameprocessandtoolsasincidents.

ISRM:Importantterms&concepts

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Definitionfollowing FitSM-0:Priority:

Relativeimportanceofatarget,objectoractivity

Note:Oftenincidents,servicerequests,problemsandchangesaregivenapriority.Inthecaseofincidentsandproblems,priorityisusuallybasedonthespecificimpactandurgencyofthesituation.

Definitionfollowing FitSM-0:Classification:

Theactofbreakingdownasetofitemsintoasetofcategories

ISRM:Servicerequestorincident?

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ISRM:RequirementsaccordingtoFitSM-1

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PR9Incident&ServiceRequestManagementREQUIREMENTS• PR9.1Allincidentsandservicerequestsshallberegistered,classifiedandprioritizedina

consistentmanner.• PR9.2Prioritizationofincidentsandservicerequestsshalltakeintoaccountservicetargets

fromSLAs.• PR9.3Escalationofincidentsandservicerequestsshallbecarriedoutinaconsistentmanner.• PR9.4Closureofincidentsandservicerequestsshallbecarriedoutinaconsistentmanner.• PR9.5Personnelinvolvedintheincidentandservicerequestmanagementprocessshallhave

accesstorelevantinformationincludingknownerrors,workarounds,configurationandreleaseinformation.

• PR9.6Usersshallbekeptinformedoftheprogressofincidentsandservicerequeststheyhavereported.

• PR9.7Thereshallbeadefinitionofmajorincidentsandaconsistentapproachtomanagingthem.

ISRM:Initialprocesssetup

Initialactivities Typical resultsSetupatool(e.g.ticket/workflowtool)supportingtherecordingandhandling(includingclassification,prioritization,escalation,closure)ofreportedincidentsandservicerequests.

Initial(empty)incidentand servicerequestrecordingsystem

Defineastandardizedandrepeatablewayofrecordingincidentsandservicerequeststhatspecifiesthesourcesandchannelsthroughwhichincidentsandservicerequestsmayberaised,therequiredformatofanincidentreportorservicerequest,andthewayinwhichtheincidentorservicerequestisrecordedintherecordingsystem.

Generictemplate(s)forincidentrecordsandservicerequestrecords;procedureforrecordingincidentsandservicerequests

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Initialactivities Typical resultsDefineastandardizedandrepeatablewayofclassifyingincidentsandservicerequeststhatspecifiesasuitableclassificationschemeanddescribeshowitshouldbeapplied.

Procedureforclassifyingincidentsandservicerequests

Defineastandardizedandrepeatablewayofprioritizingincidentsandservicerequeststhatspecifiesasuitableprioritizationschemeanddescribeshowthepriorityofanincidentorservicerequestshouldbecalculated.

Procedureforprioritizingincidentsandservicerequests

Defineastandardizedandrepeatablewayofescalatingincidentsandservicerequeststhatspecifiesfunctionalandhierarchicalescalationpaths.

Procedureforescalatingincidentsandservicerequests

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Initialactivities Typical resultsDefineastandardizedandrepeatablewayofclosingincidentsandservicerequeststhatspecifieshowincidentsandservicerequestsareclosed,includingrequiredusercommunicationandconfirmation.

Procedureforclosingincidentsandservicerequests

Definethecriteriaforidentifyingamajorincident,aswellasastandardizedandrepeatablewayofdealingwithmajorincidentsfromrecordingtoclosure,includingamajorincidentreview.

Criteriaforidentifyingamajorincident;majorincidentprocedure

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Initialactivities Typical resultsIdentifywell-knownandrecurringincidents,andforeachofthemdescribe,whererequired,theconcretestepstobecarriedoutinresponsetotherespectiveincidentinordertomanageiteffectivelyfromrecordingtoclosure.

List of“standardincidents”;templates and/orproceduresforhandlingthem

IdentifystandardizedservicerequestsbasedonservicedescriptionsandSLAs,andforeachofthemdescribe,whererequired,theconcretestepstobecarriedoutinresponsetotherespectiveservicerequestinordertomanageiteffectivelyfromrecordingtoclosure.

List of“standardservicerequests”;templatesand/orproceduresforhandlingthem

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ISRM:Inputs&outputs

Inputs

IncidentsreportedbyusersoridentifiedbytheserviceproviderServicerequestsraisedbyusersConfigurationinformation(CMDB)

Outputs

IncidentrecordsServicerequestrecordsMajorincidentreviewreportsRequestsforchangesraisedtotriggerthechangemanagementprocess,inordertocommencethefulfilmentofservicerequestsUp-to-datedescriptionsofstep-by-stepworkflowsforstandardincidentsandservicerequestsRegularincidentreports

69

ISRM:Ongoingprocessactivities

• Manageincidents(includingmajorincidents)andservicerequests– Recordanincidentorservicerequest– Classifyanincidentorservicerequest– Prioritizeanincidentorservicerequest– Escalateanincidentorservicerequest– Resolveanincidentorservicerequest– Closeanincidentorservicerequest– Performamajorincidentreview

• Maintainthestep-by-stepworkflowsforwell-knownandrecurringincidentsandstandardizedservicerequests

70

ISRM:Workflow

Classify

Register

Analyze

Prioritize

Resolve/Restoreservice

Close

Incident

Functionalescalationrequired?

No

Yes

Escalate

71

ISRM:Roles


ProcessownerISRM

GenerictasksofaprocessownerappliedinthecontextofISRM

1intotal

ProcessmanagerISRM

Generictasksofaprocessmanager,plus:• Ensurethatallincidentsandservicerequests are

recorded,andthatrecordsareofsufficientqualitytoenabletraceabilityandlong-termanalysis

• Monitortheoverallprogressofincidentresolutionandservicerequestfulfilment,andidentifypotentialviolationsoftargetresponseandresolutiontimes

1 intotal

72

ISRM:Roles


Incidentowner/servicerequestowner

• Coordinateandtakeoveroverallresponsibilityforallactivitiesinthelifecycleofaspecificincidentorservicerequest

• Monitortheprogressofincidentresolutionorrequestfulfilmenttakingintoaccountagreedtimeframes

• Triggerreminderstothoseinvolvedinincidentresolutionorrequestfulfilmentandescalatetotheprocessmanagerasrequired

• Incaseofa(potential)SLAviolation,triggercommunicationandescalationasdefinedintheSLMprocess

• Ensureanadequatelevelofdocumentationforthespecificincidentorservicerequest

1perincident/service request

73

ISRM:Criticalsuccessfactors&KPIs

Criticalsuccessfactors Keyperformanceindicators(KPIs)Allincidentsandservicerequestsarerecorded. • Numberofincidentandservicerequest

recordsversusnumberofincidentsandservicerequestsactuallyreported(e.g.basedoncall/e-mailstatistics)

Incidentsandservicerequestsare prioritizedeffectively.

• Distributionofassignedpriorities• Relationbetweenassignedprioritiesand

resolution/fulfilmenttimes• Number/percentageofmajorincidents

Escalationpathsareclearlydefinedandeffectively applied.

• Number/percentageofmis-routedincidentsandservicerequests

• Total/averagedelayduetobad/ineffectivefunctionalescalation

• Total/averagedelayduetomissedhierarchicalescalation

74

ISRM:Criticalsuccessfactors&KPIs

Criticalsuccessfactors Keyperformanceindicators(KPIs)Incidentsareresolvedquickly andeffectively. • Percentageofincidentsthathadtobere-

openedafterclosure• Averageincidentresolutiontime(per

priority)• Numberofviolationsofmaximum

resolutiontimesaccordingtoSLAs

Servicerequestsarefulfilledintime,accordingtoagreedfulfilmenttimes.

• Averageservicerequestfulfilmenttime(perservicerequesttype,priority)

• NumberofviolationsofmaximumfulfilmenttimesaccordingtoSLAs

75

Asimplifiedexample

• Acustomerisonthephoneandcomplainsthattheorderfor5large“PizzaSupreme”thatheplacedonline30minutesagohasn’tbeendeliveredyet.

– Isthisanincident?– Ifitisanincident:Whatshouldbethepre-definedstepsinastandardizedprocedureforhandlingthiskindofincident?

76

Overview


77

ProblemManagement(PM)

78

Objective

Toinvestigatetherootcausesof(recurring)incidentsinordertoavoidfuturerecurrenceofincidentsbyresolvingtheunderlyingproblem,ortoensureworkarounds/temporaryfixesareavailable

PM:Importantterms&concepts

79

Definitionfollowing FitSM-0:Problem:

Theunderlyingcauseofoneormoreincidents thatrequiresfurtherinvestigationtopreventincidentsfromrecurringorreducetheimpactonservices

Definitionfollowing FitSM-0:Knownerror:

Problem whichhasnot(yet)beencorrected,butforwhichthereisadocumentedworkaround ortemporaryfixtoprevent(excessive)negativeimpactonservices

Identifyproblem

Problem

IncidentsIdentified pattern of recurring incidents

Investigaterootcause

Identifyworkaround

Initiateresolution

Problem Requestforchange

PM:RequirementsaccordingtoFitSM-1

80

PR10ProblemManagementREQUIREMENTS• PR10.1Problemsshallbeidentifiedandregisteredbasedonanalysing trendsonincidents.• PR10.2Problemsshallbeinvestigatedtoidentifyactionstoresolvethemorreducetheir

impactontheservices.• PR10.3Ifaproblemisnotpermanentlyresolved,aknownerrorshallberegisteredtogether

withactionssuchaseffectiveworkaroundsandtemporaryfixes.• PR10.4Up-to-dateinformationonknownerrorsandeffectiveworkaroundsshallbe

maintained.

PM:Initialprocesssetup

Initialactivities Typical resultsDefineastandardizedandrepeatable waytorecordproblems,knownerrorsandrelatedworkarounds,andsetupaninitialknownerrordatabase(KEDB).

Generictemplateforaproblemrecord;procedureforrecordingproblems

Setupatool(e.g.ticket/workflowtool)supportingtherecordingandhandling(includingclassification,prioritization,escalation,closure)ofidentifiedproblems.

Initial(empty)problemrecordingsystem

81

PM:Inputs&outputs

Inputs

Statisticsonincidentsandservicerequests(fortrendanalysis)IncidentandservicerequestrecordsOtherrelevantsourcesofinformationtoidentify(new)problems,includingchangeandreleaserecordsConfigurationinformation(CMDB)

Outputs

Up-to-dateKEDBwithinformation(records)onproblems,knownerrorsandrelatedworkaroundsRequestsforchangesraisedtotriggerthechangemanagementprocess,inordertoresolvetheunderlyingrootcause(s)ofidentifiedproblems/knownerrors

82

PM:Ongoingprocessactivities

• Performregularincidenttrendanalysistoidentify(new)problems

• Manageproblems– Identifyandrecordaproblem– Classifyaproblem– Prioritizeaproblem– Escalateaproblem– Resolveaproblem– Closeaproblem

• MaintaintheKEDB– Addaknownerror(andworkaround)totheKEDB– Updateaknownerror(andworkaround)intheKEDB– Removeaknownerror(andworkaround)fromtheKEDB– PerformaKEDBreview

83

PM:Roles


ProcessownerPM

GenerictasksofaprocessownerappliedinthecontextofPM

1intotal

Process managerPM

Generictasksofaprocessmanager,plus:• Ensurethatincident trendsareregularlyanalysed

toidentifyproblems• Ensurethatidentifiedproblemsare recorded,and

thatrecordsareofsufficientquality• Ensurethatproblemsareanalysed,informationon

knownerrorsrecorded,andproblemsbroughttoclosure

1intotal

84

PM:Roles


Problemowner

• Coordinateandtakeoveroverallresponsibilityforallactivitiesinthelifecycleofaspecificproblem,includingproblemanalysis andidentificationofoptionstohandletheproblem

• Monitortheprogressofproblemresolutionandensurethattheproblemisescalated effectively,ifrequired

• EnsuretheinformationintheKEDBonthisproblem/knownerrorareup-to-date,includingappropriatedescriptionsofpotentialworkarounds

• Communicatetheproblem/knownerrorandpotentialworkaroundstorelevantstakeholders(e.g.ISRMstaffandserviceusers)

• Dependingontheselectedoptionfordealingwiththeproblem/knownerror,raiserequestsforchangesortriggerthecontinualserviceimprovementprocessasrequired

1perproblem

85

PM:Criticalsuccessfactors&KPIs

Criticalsuccessfactors Keyperformanceindicators(KPIs)Problemsarerecorded. • Numberofnewlycreatedproblemrecords

permonth• Percentageofincidentslinkedtoproblem

records

A knownerrordatabase(KEDB)issetupandkeptup-to-date.

• Numberofknownerrorrecords• Percentageofknownerrorrecordsupdated

inthelastthreemonths

EffectiveworkaroundsaredescribedintheKEDBandmadeavailabletostaffinvolvedintheincidentmanagementprocess.

• Percentageofincidentslinkedtoknownerrorrecords

Ifpossible,problemsareresolved. • Percentageofresolvedproblems

Problemsarebroughttoclosure. • Ageofoldestproblemrecord• Ageofoldestknownerrorrecord• Numberofproblemrecordsnotupdatedin

thelastthreemonths

86

Asimplifiedexample

• Inthepastmonth,15incidentshavebeenrecorded,wherecustomerscomplainedaboutcoldpizzas.

– Recordtheproblem!(Whatinformation/fieldsshouldbemandatoryfortheproblemrecord?)

– Performapreliminaryanalysisofpossiblerootcauses!(Doyouknowaproblemanalysis/brainstormingtechniqueyoucoulduse?)

87

Overview


88

ConfigurationManagement(CONFM)

89

Objective

Toprovideandmaintainalogicalmodelofallconfigurationitemsandtheirrelationshipsanddependencies

CONFM:Importantterms&concepts

90

Definitionfollowing FitSM-0:Configuration item(CI):

Elementthatcontributestothedeliveryofoneormoreservices orservicecomponents,andthereforeneedstobecontrolled

Note:CIsvarywidelyandcanbeanythingfromtechnicalcomponents(computerhardware,networkcomponents,cables,software)todocuments(SLAs,manuals,contracts,licensedocumentation).

Definitionfollowing FitSM-0:Configuration managementdatabase(CMDB):

Storefordataaboutconfigurationitems(CIs) (thereforeconfigurationdata)

Note:TheCMDBlikelyincludesattributesofCIsaswellasinformationonrelationshipsbetweenthem.

CONFM:Importantterms&concepts

91

Definitionfollowing FitSM-0:Configuration baseline:

Thestateofaspecifiedsetofconfigurationitems(CIs)atagivenpointintime

CONFM:RequirementsaccordingtoFitSM-1

92

PR11ConfigurationManagementREQUIREMENTS• PR11.1Configurationitem(CI)typesandrelationshiptypesshallbedefined.• PR11.2Thelevelofdetailofconfigurationinformationrecordedshallbesufficienttosupport

effectivecontroloverCIs.• PR11.3EachCIanditsrelationshipswithotherCIsshallberecordedinaconfiguration

managementdatabase(CMDB).• PR11.4CIsshallbecontrolledandchangestoCIstrackedintheCMDB.• PR11.5TheinformationstoredintheCMDBshallbeverifiedatplannedintervals.• PR11.6Beforeanewreleaseintoaliveenvironment,aconfigurationbaselineoftheaffected

CIsshallbetaken.

CONFM:Initialprocesssetup

Initialactivities Typical resultsDefinethescopeoftheconfigurationmanagementprocessandtheintegratedconfigurationmanagementdatabase(CMDB).

CMDB scopestatement

IdentifyanddefineCItypes(includingtheirattributes)andrelationshiptypes.

CMDBmodeldocument,CItypespecifications

Basedonthedefinedscope,identifyallexistingsourcesofconfigurationinformationintheenvironmentoftheserviceprovider.

Listofdefinitivesourcesofconfigurationinformation(andamappingtoCItypes,relationshipsandtheirattributes)

CreateaconfigurationmanagementplantodescribetheconceptforintegratingavailablesourcesofconfigurationinformationandaddmissingconfigurationinformationtotheintegratedCMDB,includingtheselectionofappropriatesupportingtechnology/tools.

Configurationmanagementplan

93

CONFM:Inputs&outputs

Inputs

Relevantinformation/dataonconfigurationitems(CIs)andtheirrelationshipsInformationonchangestoCIs

Outputs

Up-to-datelogicalmodelofallrelevantCIsandtheirattributesandrelationships,reflectedbytheinformation/recordsstoredintheconfigurationmanagementdatabase(CMDB)ConfigurationbaselinesConfigurationverificationreports

94

CONFM:Ongoingprocessactivities

• Continualmaintenanceofdocumentationofthecurrentconfiguration– Createaconfigurationrecord– Updateaconfigurationrecord

• VerifyinformationinCMDB– Planautomatedandnon-automatedconfigurationverifications

– Performaconfigurationverification– Informstakeholdersaboutinconsistenciesandidentifyfollow-upactions

95

CONFM:Roles


ProcessownerCONFM

GenerictasksofaprocessownerappliedinthecontextofCONFM

1intotal

ProcessmanagerCONFM

Generictasksofaprocessmanager,plus:• MaintainthedefinitionsofallCIandrelationship

types• Planregularverificationsoftheconfiguration

informationheldintheCMDB• Ensurethatconfigurationverificationsare

conductedandidentifiednonconformitiesaddressed

• Takeaconfigurationbaselinewhenneeded

1intotal

CIowner • Ensurethatthe informationonaspecificCIintheCMDBisaccurateandup-to-date

• CollaboratewiththeprocessmanagerandotherCIownerstoensurethatallinformationontherelationshipsfrom/toaspecificCIareaccurateandup-to-date

1perCI

96

CONFM:Criticalsuccessfactors&KPIs

Criticalsuccessfactors Keyperformanceindicators(KPIs)Balancedapproachto CMDBscopeandmodel • NumberofdefinedCIandrelationship

types• NumberofCIandrelationshipattributes• NumberofactualCIsandattributes• Percentageofincident,servicerequest,

problemandchangerecordslinkedtoCIs• AverageandmaximumnumberofCIslinked

toofincident,servicerequest,problemandchangerecords

• AverageworkloadforcreatingandupdatingCIs

Effectivecontrol overconfigurationinformation • Percentage ofnonconformitiesperconfigurationitemreviewed

97

Asimplifiedexample

• Forapizzadeliverycompany,whatwouldthescopeandmodelforaCMDBlooklike?

– Defineatleast3CItypes(includingattributes)and1relationshiptype

– Whatwouldbetheprosandconsofdefininga“pizza box”CItype?

98

Overview


99

ChangeManagement(CHM)

100

Objective

ToensurechangestoCIsareplanned,approved,implementedandreviewedinacontrolledmannertoavoidadverseimpactofchangestoservicesorthecustomersreceivingservices

CHM:Importantterms&concepts

101

Definitionfollowing FitSM-0:Requestforchange:

Documentedproposalforachange tobemadetooneormoreconfigurationitems(CIs)

Definitionfollowing FitSM-0:Change:

Alteration(suchasaddition,removal,modification,replacement)ofaconfigurationitem(CI)thatcontributestoprovidingoneormoreservices

CHM:RequirementsaccordingtoFitSM-1

102

PR12ChangeManagementREQUIREMENTS• PR12.1Allchangesshallberegisteredandclassifiedinaconsistentmanner.• PR12.2Allchangesshallbeassessedandapprovedinaconsistentmanner.• PR12.3Allchangesshallbesubjecttoapostimplementationreviewandclosedina

consistentmanner.• PR12.4Thereshallbeadefinitionofemergencychangesandaconsistentapproachto

managingthem.• PR12.5Inmakingdecisionsontheacceptanceofrequestsforchange,thebenefits,risks,

potentialimpacttoservicesandcustomersandtechnicalfeasibilityshallbetakenintoconsideration.

• PR12.6Ascheduleofchangesshallbemaintained.Itshallcontaindetailsofapprovedchanges,andproposeddeploymentdates,whichshallbecommunicatedtointerestedparties.

• PR12.7Forchangesofhighimpactorhighrisk,thestepsrequiredtoreverseanunsuccessfulchangeorremedyanynegativeeffectsshallbeplannedandtested.

CHM:Initialprocesssetup

Initialactivities Typical resultsSetupatool(e.g.ticket/workflowtool)supportingtherecordingandhandling(includingclassification,evaluation,approval,implementation,postimplementationreview)ofrequestedandapprovedchanges.

Initial(empty)RFC /changerecordingsystem

Defineastandardizedandrepeatablewayofrecordingrequestsforchanges(RFCs)andresultingapprovedchangesthatspecifiesthesourcesandchannelsthroughwhichRFCsmayberaised,therequiredformatofanRFC,andthewayinwhichtheRFCisrecordedintherecordingsystem.

Generictemplate(s)forchangerecords;procedureforrecordingrequestsforchanges

103

CHM:Initialprocesssetup

Initialactivities Typical resultsDefinethecriteriaforidentifyingemergencychanges,aswellasastandardizedandrepeatablewayofdealingwithemergencychangesfromrecordingtoclosure,includinganemergencychangereview.

Criteriaforidentifyingaemergencychanges,emergencychangeprocedure

Identifywell-knownandrecurringchanges(standardchanges),andforeachofthemdescribe,whererequired,theconcretestepstobecarriedoutinordertomanagetherespectivechangeeffectivelyfromrecordingtoclosure(includingthestepsforimplementingthechangeandensuringadequatetraceabilityanddocumentation).

List ofstandardchanges;templates and/orproceduresforhandlingthem

104

CHM:Inputs&outputs

Inputs

Requestsforchanges(RFCs)Informationonplannedreleasesanddeployments

Outputs

ChangerecordsUp-to-datescheduleofchangesPostimplementationreviewreportsUp-to-datelistof(pre-defined)standardchangesandstep-by-step-workflowsforhandlingthem

105

CHM:Ongoingprocessactivities

• Managechanges(includingemergencychanges)– RecordanRFC– ClassifyanRFC– EvaluateanRFC– Approveachange– Implementachange– Performapostimplementationreview

• Maintainthelist,descriptionsandstep-by-stepworkflowsforwell-knownandrecurringchanges(standardchanges)

• Maintainthescheduleofchanges

106

Release&DeploymentManagement

FilterRegister

Assess&Approve

Classify

Implement

Review(PIR)

RFC

Approved? Changerefused

No

Yes

CHM:Workflow

107

CHM:Roles


ProcessownerCHM

GenerictasksofaprocessownerappliedinthecontextofCHM

1intotal

ProcessmanagerCHM

Generictasksofaprocessmanager,plus:• Plan, schedule,prepareandmoderatechange

advisoryboard(CAB)meetings• Maintainthelistanddescriptionsofstandard

changes,togetherwithrelevanttechnicalexperts

• Ensurethatallrequestsforchangesareprocessedeffectively,andinatimelymanner

• Monitortheoverallprogressofchangeevaluation,approvalandimplementation

• Reviewthechangerecordsinregularintervals,toidentifytrendsornonconformitiesorpoordocumentation/traceability

1intotal

108

CHM:Roles


Changerequester • Raisearequestforchange• Ifnecessary, provideadditionalinformationtothe

changemanagerandrepresentthechangeduringaCABmeeting

1 perrequestforchange

Changeowner • Controlandcoordinateallactivitiesinthelifecycleofaspecificchange

• Monitortheprogressofchangeevaluation andimplementationforthischange

• Ensurethatthechangerecordiscompleteandup-to-dateatanytimefromrecordingtherequestforchangetocompletionofthepostimplementationreview

• Asapplicable,communicatewiththereleaseownerofthereleasecontainingthischange

1perchange

109

CHM:Roles


Changeadvisoryboard(CAB)

• Evaluate non-standardchanges,takingintoaccountatleast:

• Benefits• Risks• Potentialimpact• Technicalfeasibility• Effort/cost

• Decide ontheapprovalofnon-standardchanges,basedontheevaluationresults

Importantnotes:• TheCABshouldbecomposedof(all)relevant

stakeholdersofthechangesthatarecurrentlysubjecttoevaluationandapproval.

• CABmeetingsshouldtakeplaceinregularintervals,althoughthespecificcompositionoftheCABmay/willvary.

1board for acertainnumberofchanges

110

CHM:Criticalsuccessfactors&KPIs

Criticalsuccessfactors Keyperformanceindicators(KPIs)AllchangestoCIsareunderthecontrolofthechangemanagementprocess

• Number/percentageof(identified)changesthatbypassedthechangemanagementprocess

Themajorityoflow-risk,low-complexity, andhigh-frequency changesishandledas(pre-defined)standardchanges, whichare clearlydefined.

• Number/percentageofstandardchangesversustheoverallnumberofchanges

111

Asimplifiedexample

• Forapizzadeliverycompany,whataretypicalexamplesofchangesthatneedtobemanaged?

– Standardchanges?– Non-standard(“normal”)changes?– Emergencychanges?

112

Overview


113

Release&DeploymentManagement(RDM)

114

Objective

Tobundlechangesofoneormoreconfigurationitemstoreleases,sothatthesechangescanbetestedanddeployedtotheliveenvironmenttogether

RDM:Importantterms&concepts

115

Definitionfollowing FitSM-0:Release:

Setofoneormorechanges toconfigurationitems thataregroupedtogetheranddeployedasalogicalunit

RDM:RequirementsaccordingtoFitSM-1

116

PR13Release&DeploymentManagementREQUIREMENTS• PR13.1Areleasepolicyshallbedefined.• PR13.2Thedeploymentofneworchangedservicesandservicecomponentstothelive

environmentshallbeplannedwithallrelevantpartiesincludingaffectedcustomers.• PR13.3Releasesshallbebuiltandtestedpriortobeingdeployed.• PR13.4Acceptancecriteriaforeachreleaseshallbeagreedwiththecustomersandanyother

relevantparties.Beforedeploymentthereleaseshallbeverifiedagainsttheagreedacceptancecriteriaandapproved.

• PR13.5Deploymentpreparationshallconsiderstepstobetakenincaseofunsuccessfuldeploymenttoreducetheimpactonservicesandcustomers.

• PR13.6Releasesshallbeevaluatedforsuccessorfailure.

RDM:Initialprocesssetup

Initialactivities Typical resultsDefineastandardizedwaytodefineandplanreleases,basedonapprovedchangesandthescheduleofchanges.

Template forareleaseplan

Definecriteriaforidentifyingdifferenttypesofreleases,suchasmajorreleases,minorreleasesoremergencyreleases.

Listofcriteriatoclassifyreleases

Defineareleasepolicy. Releasepolicy

Defineawaytorecordtheresultsofreleaseanddeploymenttestingandevaluationofacceptancecriteria.

Template forareleasereadinessreviewreport

117

RDM:Inputs&outputs

Inputs

InformationonapprovedchangesReleaseanddeploymentplanningconstraints

Outputs

DefinedandsuccessfullydeployedreleasesInformation/reportsonthesuccessandfailureofreleases

118

RDM:Ongoingprocessactivities

• Managereleases– Planarelease– Buildarelease– Testarelease– Inform,educateandtrainusersondeployment– Inform,educateandtrainsupportstaffondeployment– Preparetheliveenvironmentfordeployment– Deployarelease– Reviewareleaseforsuccess

119

RDM:Workflow

Record

Assess & Approve

Classify

Review (PIR)

Release building

Release planning

Readiness review

Acceptance testing

Deployment preparations

Deployment planning

Deployment / rollout

ApprovedChange

ApprovedChange

ApprovedChange

Change Management

Release & D

eploymentM

anagement

120

RDM:Roles


ProcessownerRDM

GenerictasksofaprocessownerappliedinthecontextofRDM

1intotal

ProcessmanagerRDM

Generictasksofaprocessmanager,plus:• Maintaintheoverallreleaseplanning,including

releasecycles• Reviewdeployedreleasesfursuccess

1intotal

Releaseowner • Control andcoordinatetheactivitiesinthelifecycleofaspecificrelease,includingplanning,building,testinganddeploying

• Ensurethat therequireddocumentationoftherelease(includingreleaseplans)iscompleteandofadequatequality

• Actasasinglepointofcontactforthereleaseforallstakeholdersofthisrelease,includingthechangemanager,affectedchangeowners,developers,problemmanagerandcustomerrepresentatives.

1perrelease

121

RDM:Criticalsuccessfactors&KPIs

Criticalsuccessfactors Keyperformanceindicators(KPIs)Errors identifiedduringreleasetestsareeithereliminated/resolvedorrecordedintheknownerrordatabase(KEDB).

• (Average)numberoferrorsidentifiedandrecordedintheKEDBperrelease

• (Average) number/impactofincidentsthatoccurred duetothedeploymentofanewrelease

• (Average)numberofidentifiedproblemsconnectedtoadeployedreleasethathavenotbeenidentifiedduringreleasetests

Appropriate transferofknowledgepriortothedeploymentofarelease

• Numberofincidentsandservicerequestsraised duetopoorusercommunicationandeducationinthecontextofreleases

122

Overview


123

ContinualServiceImprovementManagement(CSI)

124

Objective

Toidentify,prioritize,plan,implementandreviewimprovementstoservicesandservicemanagement

CSI:Importantterms&concepts

• Typesandtypicalsourcesofimprovements:– Internalsuggestionsforimprovementmadebyprocessmanagers,processstaffmembers,serviceownersetc.

– Auditfindings/conclusions– Maturity/capabilityassessments– Customerfeedbackandcomplaints– Resultsfromacustomersatisfactionsurvey– Servicereviewresults– Serviceperformance/SLAcompliancereports

125

CSI:RequirementsaccordingtoFitSM-1

126

PR14ContinualServiceImprovementManagementREQUIREMENTS• PR14.1Opportunitiesforimprovementshallbeidentifiedandregistered.• PR14.2Opportunitiesforimprovementshallbeevaluatedandapprovedinaconsistent

manner.

CSI:Initialprocesssetup

Initialactivities Typical resultsIdentifyallrelevantsourcesofpotentialsuggestionsforimprovement.

Listofsourcesofimprovements/suggestionsforimprovements

Defineastandardizedandrepeatablewayofrecordingsuggestionsforimprovementsfromtheidentifiedsources.

Templatefor recordinganimprovement/suggestionforimprovement

Setupatool(e.g.ticket/workflowtool)supportingtherecordingandhandling(includingprioritization,evaluationapproval)ofsuggestionsforimprovement.

Initial(empty)recordingsystemforimprovements

127

CSI:Inputs&outputs

Inputs

IdentifiednonconformitiesaswellasdeficienciesineffectivenessandefficiencyofITSMprocesses,andresultingopportunitiesforimprovementIdentifieddeficienciesintheperformanceofservicesorsupportingservicecomponents,andresultingopportunitiesforimprovement

Outputs

Requestsforchangesraisedtotriggerthechangemanagementprocess,inordertoimplementimprovementsReportsonthestatusandprogressofimprovements

128

CSI:Ongoingprocessactivities

• Manageimprovements– Identifyandrecordanopportunity/suggestionforimprovement

– Prioritizeanopportunity/suggestionforimprovement– Evaluateandapproveanopportunity/suggestionforimprovement

• Reviewthestatusandprogressofimprovements

129

CSI:Roles


Processowner CSI GenerictasksofaprocessownerappliedinthecontextofCSI

1intotal

ProcessmanagerCSI

Generictasksofaprocessmanager,plus:• Reviewthestatusandprogressofongoing

improvementsinregularintervals

1intotal

Improvementowner

• Maintaintheimprovementunderhis/herownership

• Coordinate theactivitiestoimplementtheimprovement

1perimprovement

130

CSI:Criticalsuccessfactors&KPIs

Criticalsuccessfactors Keyperformanceindicators(KPIs)Allsuggestionsforimprovementsarerecorded. • Numberofregisteredimprovements(vs.

numbersfrompastperiods)

Everysuggestionforimprovementistakenserious,evaluated,andfeedback isprovidedtotheoriginator.

• Percentageofimprovementswithapositive/negativeevaluationresult

• Percentageofimprovementsforwhichareasonablefeedbackwasprovidedtotheoriginator

• Percentageofsuccessfullyimplementedimprovements

131




Ø ITSMprocessinterfacesanddependencies

132

ITSMProcessInterfaces&Dependencies

133

ServiceOperation&Control:Overviewofkeyprocessinterfaces

134

ISRM

PM

CONFM

CHM

RDM

Incidentrecords

Servicerequestrecords

Requestsforchanges

Changerecords

Changeschedule

Knownerrordatabase

Releaseplans

Releaserecords

Problemrecords

CMDBSLM SLAs

Configurationinformation

Explanations

135

XXX

YYY

ITSMprocess,i.e.oneoftheserviceplanning&deliveryprocessesintroducedearlier

Processartefact,i.e.inputtooroutputto/fromanITSMprocess

[artefact]isinputto[ITSMprocess]/[artefact]isoutputfrom[ITSMprocess]

[artefact]isabasisfor/usedfor/alignedwith/referencedfrom[artefact]

[output]isatthesametimeinputto[ITSMprocess](relevantfor“closed-loop”processes)– i.e.theoutputismaintainedbyits“producing”ITSMprocessandrequiresregularreviews/updates

Info

136

slide inthisdeck(v2.5) whathas changedcompard tov2.4?

comments

23 (federationmodels) slightupdate withexamplesandminortextadjustments

copiedoverfromlatestinterimFoundationslides(v2.10b)

45(SMSmanagerrole) newslide

72,73(ISRM roles) process owner added,caseowner more explicit(+1slide)

84,85(PM roles) process owner added,caseowner more explicit(+1slide)

Otherslidesaboutroles processowneradded

Service Operation & Control

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