What is IT Service Management?
As an IT organization we provide services – so we should mange them.
ITIL v3 has 5 books at its core. V1 and V2 had many more books.
On its own all of our computers, hub, switches are just stuff – until we but them together to accomplish goals and *manage them*.
V3 has a focus on value – IT people can provide lots of interesting and compelling services – but if it doesn’t align with business needs then it is of low value.
So how can we provide services that have value?
In the end even universities are about money – so we need to be able to generate and efficiently/effectively use it.
ITIL is not proscriptive – it it flexible and can include elements of exisiting process. This also makes ITIL more difficult to implement.
Developing a process to manage information and data in your own environment. Use metrics so you can actually measure things.
Start small – don’t go in trying to create an asset and configuration management database – instead do something like just document servers – this way the task seems surmountable.
70% of problems and incidents come from change. So change management is important.
Roles – RACI – Responsible (what and by whom), Accountable (Who are the owners of the results), Consulted (who can assist, guide?), Informed (who else needs to know about it?)
The four Ps of integration – Products/Technology, People, Processes and Partners/Suppliers – you need all 4 to successfully develop a service.
Utility + Warrantee = Value in other words it needs to do what the customer needs and it needs to be fit for use (secure etc)
ROI vs VOI
Service Portfolio – the list of services that you currently offer as well as the services you have offered in the past and are working on offering in the future.
Business Impact Analysis – What are the vital business functions now and what will they be after implementation?
Demand Management – Are there patterns in our business? How can we manage changing demands? *ROSI
Rather than reacting – try to agree with stakeholders and come up with agreed business requirements – stay head of the curve.
Role based catalog – show people the services that are relevant to them
Duke University has SLA templates that they are willing to share. (http://www.oit.duke.edu/enterprise/SLA-OLA/index.html)
Its very clear that i’m not going to remember most of this session – i’ll have to go back over the slides.
