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UTB121120

Utbildningen
by

carl ostrom

on 22 November 2012

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Transcript of UTB121120

Carl Öström, Enfo Zipper A quick recap of
the basics of ITIL What is ITIL? What is a service? Service Design
for ZervicePoint What is ITSM? Next session? What is a process? Important from my point of view A set of books with best practice of delivery of IT services
By Office of Government Commerce
Non commercial
itSMF IT Infrastructure Library (ITIL) IT Service Management is a set of specialized organizational capabilities for providing value to customers in the form of services. IT Service Management The genesis of ITIL The Iron Lady
The Falklands IT Service Management
Process Library
Office of Government Commerce
Best Practice
itSMF Definition according to ITIL:
A service is a means of delivering value to the customers by facilitating outcomes customers want to achieve without the ownership of specific costs and risks What is a service? Definition according to ITIL:

A service is a means of delivering value to the customers by facilitating outcomes customers want to achieve without the ownership of specific costs and risks What is a service?
combination of humans, process and technology

Has a lifecycle

Can be ordered, delivered, consumed and ”cost”

Delivery often regulated by an agreement (e. g. SLA)

Have a Service Owner What is a service, in simpler terms? A process is a structured set of activities that are designed to achieve a particular goal.
A process has one or several kinds of predefined indata and transforms these to predefined products or services. What is a process? Service
Support Service
Delivery Service Management ICT
Infrastructure
Management The Business
Perspective Application Management Planning to Implement Service Management T
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n IT Infrastructure Library (ITIL v2) ITIL v3 structure Security
Management ITIL Lifecycle model Business Best Practice

Organizations should embrace and adapt

No snap in solution

Scalable– size and needs

Platform independant
V1, late 80ies – focus on British authorities and centralized IT
V2 2000/2001 – adaption for industries and administrations
V3, 2007 - focus on strategies and business benefits, iteration in the Lifecycle model ITIL’s philosophy Best Practice consists of guidelines based on experience from experinced and qualified experts

Best Practice based on:
More than one person
More than one organization
More than one technology
More than one event Best Practice Organizations become more dependant on benefits from IT services

Failures becomes more noticeable

More definered demands from end users

More complex infrastructure

Billing, internal or external

Competition Catalysts for quality IT services Efficient utilization of resources and services

Over-delivery

Balance - performance vs availability

Cost Quality vs quantity Decreased costs
Improved availability
Adaption of capacity
Improve processes
Optimize resources
Improve scalability ITIL’s foundations Decreased costs

Improved availability

Adaption of capacity

Improve processes

Optimize resources

Improve scalability ITIL’s foundations Understanding that IT exist to support the business

Internal goals should be aligned to demands from the business

The will to walk the extra mile

Understanding of the pain of the users Service culture – a key factor Support from management

Understanding of the services

Understanding of the effects from bad service

Defined goals Achive good service culture Quality
Higher quality
Improved morale
Improved availability / uptime
Improved business support
Improved measureability (KPI’s)
Improved decision making Advantages (1/2) Quantitive
Licenses / maintenance costs
Support costs
Human resources
Deferred expenditure Advantages (2/2) Decreased internal costs for IT
Clear picture of usage and costs
Decreased workload for support units
Flexibility
”Correct” decision making
Delivery precision IT perspective Decreased costs

Increased quality & control

Increased traceability & data quality

Demand management based on business usage

Transfer of decision making

Improved delivery precision

Reduced delivery times Decision making Wellknown service catalogue

One point of entry for services and orders

Defined costs

Lower costs

Higher availability

Simplified ordering

Less complex

Defined and shortened delivery times End user perspective Service Management Service Delivery
Financial Management for IT Service
Capacity Management
Availability Management
Service Level Management
IT Service Continuity Management Service Support
Service Desk
Incident Management
Problem Management
Change Management
Release Management
Configuration Management ITIL Building blocks(v2) Service Operations Functions
Servicedesk
Technical Management
IT Operations Management
Service Level Management Processes
Event Management
Incident Management
Request Fulfillment
Problem Management
Access Management ITIL Building blocks (v3) IT Service Management Foundation Certificate The activities that describe all aspects of the service and the requirements to correspond to during all phases of its life cycle

Mostly ”non technical” activities

Aims to ensure value and the desired effect of a self-service initiative and implementation of ZervicePoint What is Service Design? 36 Presentation of service
Order template
Approval flow
Reciepts and notifications
Process modelling from order to delivery
Filtering with access rights Service Design ”IT is the business and
the business is IT”
Full transcript