Business Service Management Training

1. Business Service Management Training

2. Welcome Welcome to Business Service Management training: • The intended audience is all of ITS. • Total time to complete this is course is approximately one hour. • To complete this training you must pass a nine question knowledge assessment at the end. Navigating the Course

3. Course Overview As you complete each section of the course, you will be shown a series of “Review Questions" to help you verify your comprehension of the information.

4. Layout The Business Service Management (BSM) trainingconsists of five modules: • Business Service Management (BSM) Architect • Service Support • Service Delivery • Application Management • Security Management Each module will describe a component of the BSM discipline and their benefits.

5. BUSINESS SERVICE MANAGEMENT (BSM)

6. Objective After you complete the Business Service Management (BSM) module you will be able to: • Describe Business Service Management • Understand the four components of Business Service Management

7. What is Business Service Management (BSM)? Business Service Management (BSM) is the most effective approach to managing IT. BSM is a strategic approach to achieving IT and Business Alignment. BSM manages and prepare us for on-going change. With BSM we can reduce cost, lower the risk of high-impact disruptions, and have the ability to control and maintain change. BSM consists of continuous measurement and assessment of impact. This validates and establishes new goals, services, and opportunities.

8. The ITS Team I help each project rollout as smooth as it. I’m the first person who get the call when anything happens to the servers. People depend on me getting them the right solution right away.

9. The ITS Team We test the application prior to the rollout, but sometimes the unpredictable does happen. Calls always seem to peak when we have a new application rollout, but I’m always happy to help the customer when they call. When we rollout a new software application, we want to make sure there is very little disruption to CaridianBCT user.

10. Four Components of BSM Business Service Management is a discipline for delivering and supporting IT services that are meeting business requirements. There are four components of Business Service Management: • Service Delivery – is the processes to assist in defining how to measure service results with meaningful metrics and using the metrics to drive continuous service improvement. • Service Support – focuses on ensuring that the customer has access to appropriate services to support business functions. • Security Management – is the process and management of a defined level of security, including the reaction to security incidents. This also includes the assessment of risk and vulnerabilities and implementation of cost effective countermeasures. • Application Management – manages an application through all lifecycle stages up to retirement. This will ensure the IT projects and strategies are aligned with the business.

11. Service Support Service Delivery Security Management Application Management • Incident Management • Problem Management • Change Management • Release Management • Configuration Management • Service Level Management • Financial Management • Capacity Management • IT Service Continuity Management • Availability Management • Identity Management • Auditing/Risk Management • Production Scheduling Business Service Management

12. REVIEW QUESTIONS

13. Review Question List the three benefits of BSM • Reduce cost (*) • Understand impact • Lower the risk of high-impact disruptions (*) • Marketing success • Have the ability to control and maintain change (*) • Improve communication

14. Review Question What are the four Components of BSM? • Service Delivery (*) • Service Support (*) • Change Management • Security Management (*) • Software Configuration • Application Management (*)

15. Review Question (True/False) Business Service Management (BSM) is the most effective approach for managing IT from the perspective of the business. (T)

16. SERVICE DELIVERY

17. Objective After you complete the Service Delivery moduleyou will be able to: • Describe Service Delivery • List the Service Delivery best practice processes • Describe the benefit of each best practice processes

18. The Benefit of Service Delivery Service Delivery is primarily concerned with proactive services that CaridianBCT requires in order to provide adequate support to the customer. • “I align service support and costs with business needs, that increases the value we bring to the business.” “I help restore critical services faster, and reduce the overall number of disruptions to critical business services.”

19. Service Delivery defines the business of IT. Through Service Delivery processes, we can: • Clearly define the content of services • Clearly define the roles and responsibilities of customers, users, and Service Providers • Set expectations of service quality, availability, and timeliness • Services Delivery consists of five best practice processes: • Financial/Asset Management • Availability Management • Capacity Management • IT Continuity Management • Service Level Management Service Delivery Service Delivery

20. Description of Each Component FINANCIAL/ASSET MANAGEMENT:Financial/Asset management is the sound stewardship of the monetary resources of the organization. It supports the organization in planning and executing its business objectives and requires consistent application throughout the organization to achieve maximum efficiency and minimum conflict. AVAILABILITY MANAGEMENT:Is concerned with the design, implementation, measurement and management of IT infrastructure availability to ensure the stated business requirements for availability are consistently met. CAPACITY MANAGEMENT:Is responsible for ensuring that the capacity of the IT infrastructure matches the evolving demands of the business in the most cost-effective and timely manner. IT CONTINUITY MANAGEMENT:Supporting the overall business continuity management process by ensuring that the required IT technical and services facilities (including computer systems, networks, applications, telecommunications, technical support and service desk) can be recovered within required, and agreed, business timescales. SERVICE LEVEL MANAGEMENT: A written agreement between an IT service provider and the IT customer(s) defining the key service targets and responsibilities of both parties.

21. IT Financial/Asset Management IT Financial/Asset Management is the discipline that manages cost, contracts, and usage of IT assets throughout their lifecycle. It also maintains a balance between business service requirements, total cost, budget predictability, and regulatory compliance. IT Financial/Asset Management manages: • Inventory • Software licenses • Vendors and procurement • Leases and warranties • Cost accounting • Retirement and disposal Balance Planning

22. IT Financial/Asset Management Benefits: • Increases confidence in setting and managing budgets • Ensures accurate total asset cost information as an input to support IT investment decisions • Provides accurate cost information for determining cost of ownership for ongoing services • Enables more efficient use of IT resources throughout the organization

23. Availability Management Availability Management is concerned with the design, implementation, measurement, and management of IT infrastructure availability to ensure that stated business requirements for availability are consistently met. Availability Management helps address the problems and challenges of the infrastructure in the Engineering and Operation organizations.

24. Availability Management Benefits • Provides a single point of accountability for availability management processes • Integrates with the CMDB to ensure all possible data is available to the service • Provides ability to feed into service level management applications for reporting and negotiating • Provides ability to feed into financial management applications to aid improved budgeting and expenditure controls • Offers a view of the business processes or services that may be affected

25. Capacity Management Capacity Management is the process to provide the right capacity of IT resources, be cost-effective, and be suited to current and future customer requirements.

26. Capacity Management Benefits • Monitors the key infrastructure Configuration Item (Cis) (put in definition) • Integrates with the CMDB to improve the analysis function • Provides tuning capability that ensures that CIs are functioning optimally • Integrates with change management to ensure stability of service • Facilitates the implementation of new tools, data, software, and applications Software integrated release management offering • Integrates with service level management applications to ensure capacity meets the business requirements and demands • Provides visibility into the capacity requirements with a business perspective, using service impact modeling

27. Continuity Management Continuity Management is the discipline that supports the overall business continuity management process by ensuring that the required IT technical and services facilities (including computer systems, networks, applications, telecommunications, technical support and service desk) can be recovered within required, and agreed, business timescales.

28. Continuity Management Benefits • Ensures adherence to regulatory requirements for business continuity • Facilitates business relationships, especially with service impact modeling capabilities • Drives competitive advantage through a stable IT infrastructure • Reduces the risk of loss of service and provides flexibility in recovery options • Restores services, based on the criticality of that service to the business as reflected in service impact modeling

29. Service Level Management Service Level Management (SLM) manages the entire range of service level agreement (SLA). SLAs are agreements between the customer and the Service Desk on the level of service provision delivered to the customer. SLM keep IT service delivery and support closely aligned with business requirements and continually improve service quality.

30. Service Level Management Establish Problems Implement Resolution Time ResponseTime Service Level Agreement Management Incidents Changes BusinessServices Configuration Items Availability Review Manage Comprehensive SLA lifecycle management

31. Service Level Management Benefits • Prioritizes incident, problem, and change management activities to meet various SLAs • Uses SLAs as a basis for charging for service and to help demonstrate customer value • Provides visibility into the process, enabling management to identify and monitor key metrics to drive operational improvement

32. REVIEW QUESTIONS

33. Review Question (True/False) Services Delivery is the processes to assist in defining how to measure service results with meaningful metrics and using the metrics to drive continuous service improvement. (T)

34. Review Question In Capacity Management; Business requirements + Operation + IT Infrastructure = _______________ • Restores services • Improves customer satisfaction • No surprises (*)

35. Review Question ITAM maintains an optimal balance between: • Regulatory compliance (*) • Total cost (*) • Budget predictability (*) • Business service requirements (*) • None of the above

36. Objective After you complete the Service Support moduleyou will be able to: • Describe Service Support • List the best practice processes of Service Support • Describe the benefit of each best practice processes

37. The ITS Team The Service Supportdiscipline is focused on the customer. The primarily concern is to ensure they have access to the appropriate services to support business functions. The service desk is the single contact point for the customers to record problems. We must resolve the issues or an incident could occur. “Customers call me when they are; asking for changes, needing updates, or have problems getting into their system.”

38. The ITS Team “Incidentsinitiate a chain of processes where Incident Management, Problem Management, Change Management, Release Management and Configuration Management work together to resolve the problem.” “This chain of processes is tracked using the Configuration Management Database (CMDB), which records each process, and creates output documents for traceability (Quality Management). It’s very important to do this so we can always record the history of all incidents and their solutions.”

39. Service Support focuses on ensuring that the customer has access to appropriate services to support business functions. • Service Support consists of five best practice processes: • Change Management • Incident Management • Release Management • Problem Management • Configuration Management Service Delivery Service Support

40. Description of Each Component PROBLEM MANAGEMENT: Ensures incidents are resolved in a timely, cost effective manner. It minimizes the adverse effect on the business of Incidents and problems caused by errors in the infrastructure and to proactively prevent the occurrence. INCIDENT MANAGEMENT: Restores normal service operation as quickly as possible with minimum disruption to the business, ensuring that the best achievable levels of availability and service are maintained. CHANGE MANAGEMENT: Ensures standardized methods and process are used for efficient and prompt handling of changes to minimize impact to the customer. RELEASE MANAGEMENT: Takes a holistic view of a change to a service and ensures all aspects of the release (technical and non technical) are considered together. CONFIGURATION MANAGEMENT: Provides a logical model of the IT infrastructure by identifying, controlling, maintaining and verifying the versions of all configuration items in existence. This accounts for assets in the physical inventory, and feeds the change and release management process.

41. Change Management The objective of Change Management is to ensure that standardized methods and procedures are used for efficient and prompt handling of all changes to controlled IT infrastructure. Change Management also helps minimize the number and impact of any related incidents upon service. Changes in the infrastructure may arise: • reactively in response to problems or externally imposed requirements, e.g. legislative changes • proactively from seeking imposed efficiency and effectiveness; or to enable business initiatives; or from programs, projects, or service improvement initiatives. Change Management can ensure: • standardized methods, processes, and procedures are used for all changes • facilitate efficient and prompt handling of all changes • maintain the proper balance between the need for change and the potential detrimental impact of changes.

42. Change Management

43. Change Management Benefits • Increases visibility and communication of changes to both business and service support staff • Reduces impact of change (i.e., loss of service) from improved impact assessment and risk assessment • Improves ability to assess the cost of proposed changes before they are incurred

44. Release Management The objective of Release Management is to oversee the controlled distribution of software and hardware components into the production environment. Release Management provides a structured approach to the management of releases into the IT infrastructure, from initial policy and planning, through design building and testing, to distribution and installation.

45. Release Management Release Management Development Testing/Quality Assurance Production SW/HW Design Build & Configure Release Quality Release Release Accepted Release Policy Release Planning Implement Release Verify Implementation Rollout Plan Communicate/ Training Request for Change Change and Configuration Management CMDB / DHL / DSL

46. Release Management Benefits • Improves automation of software and data releases, improving success rate and reducing downtime • Adheres to predetermined rules to ensure conformance to processes • Provides effective, cost-reducing method of releasing changes • Improves speed and accuracy of releasing changes

47. Incident and Problem Management Incident Management Process: The purpose of the Incident Management Process is the reporting of an event to ensure the restoration of normal service operation as quickly as possible and minimize the adverse impact on business operations, thus ensuring that the best possible levels of service quality and availability are maintained. Problem Management Process: The purpose of the Problem Management Process is the identification and categorization of an incident or number of incidents as a problem and to provide a best permanent solution, documented in the knowledge management system, to be implemented by the Change Management process, and acknowledged by Incident Management. The goal of the Problem Management Process is to provide the best possible solutions for existing or potential problems.

48. Incident and Problem Management Problem Known error Change INCIDENT Incident Management Problem Control Error Control Change Control

49. Incident and Problem Management Benefits • Increases effectiveness and efficiency of the IT staff managing the incident management process, resulting in minimized • impact of incidents and improved service levels • Improves incident resolution performance against SLAs • Enables proactive communications and improved working relationships with customers • Integrates and automates best practice processes to improve IT resource utilization and customer satisfaction • Increases IT infrastructure availability and ensures a single source of the truth for all CI-related activities via the CMDB • Systematically identifies and resolves IT infrastructure problems • Reduces number of support incidents, improving service levels and the return on IT infrastructure investments • Reduces business impact of failing IT services and components • Improves resolution of multi-incident problems • Proactively reduces number of support incidents • Improves productivity and reduced costs • Ensures a single source of the truth for all CI-related activities from the CMDB

50. ConfigurationManagement Configuration Management is the implementation of the Configuration Management Database (CMDB) – contains details of the organization’s elements that are used in the provision and management of its IT services. This is more than just an ‘asset register’. It contains information that relates to the maintenance, movement, and problems experienced with the Configuration Items (Cis). Configuration Management essentially consists of 4 tasks: • Identification of all IT components and their inclusion in the CMDB. • Controlling the management of each CIs, i.e. specifying who is authorized to ‘change’ it. • Recording the status of all CIs in the CMDB, and the maintenance of this information. • Review and audit to ensure the information contained in the CMDB is accurate