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• ISM ensures protection of INFORMATION, SYSTEM provided by IT services to END USERS.
• Information Availability right information to right person.
• Confidentiality disclose information to valid users.
• Integrity Maintain integrity.

INITIATION -> get requirement and PLAN -> implementation-> continuous improvement

Initiation -> define SCOPE

Get requirement and plan-> BIA RA

Implementation -> develop/test/implement plan Continues improvement- > review Audit

Initiation -> get requirement and plan -> implementation-> continuous improvement

Initiation -> define scope

Get requirement and plan-> BIA RA

Implementation -> develop/test/implement plan Continues improvement- > review Audit

Fast recovery: (HOT standby) Recovery within 24 hours.

INTERMEDIATE recovery: SERVICE is AVAILABLE in PARALLEL setup, mirroring load balancing.

Gradual recovery: COLD standby Recovery within 3 days (more than 24 hours).

Fast recovery: (HOT standby) Recovery within 24 hours.

Intermediate recovery: Service is available in parallel setup, mirroring load balancing.

Gradual recovery: Cold standby Recovery within 3 days (more than 24 hours).

Support the business continuity management process.

ENSURE It services will be resumed WITHIN define time frame.

• MAINTAIN BCP plans
• Conduct Regular RISK Analysis for IT service
• BIA Business Impact analysis if no TO service available
• RA Risk analysis Identify and analysis of risk
• Define ITSCM plan
• Test Plan

Support the business continuity management process.

Ensure It services will be resumed within define time frame.

AAMIS contain

1. AM data and report
2. Availability TESTING PLAN
3. Availability plan
4. Availability DESIGN specification and CRITERIA

AAMIS contain

AVAILABILITY Managements ensures level of SERVICE availability.

• PROACTIVE availability MANAGEMENT.
• Reactive availability management.

Availability Managements ensures level of service availability.

SCM Process makes sure service catalogue is created, MAINTAINED and CONTAIN accurate information.

Scope

1. DEFINE the service.
2. Create correct service catalogue.
3. Link service catalogue with service portfolio.
4. Link supporting services with service CATALOG.

SCM Process makes sure service catalogue is created, maintained and contain accurate information.

Scope

RELIABILITY define service run WITHOUT interruption

MTBSI (Mean Time between Service Incidents)

MTBSI = AVAILABLE time in HOURS /Number of breaks.

MTBF = Total downtime in hours /Number of breaks

Reliability define service run without interruption

MTBSI (Mean Time between Service Incidents)

MTBSI = Available time in hours /Number of breaks.

MTBF = Total downtime in hours /Number of breaks

• SLA Agreement between EXTERNAL IT SERVICE provider and customer.
• OLA Agreement between Internal IT service provider and customer.
• SLR Service LEVEL REQUIREMENT list of all services.

SCM PROCESS makes sure SERVICE catalogue is CREATED, MAINTAINED and contain accurate information.

Scope; Define the service.

• Create correct service catalogue.
• Link service catalogue with service portfolio.
• Link SUPPORTING services with service catalog.

SCM Process makes sure service catalogue is created, maintained and contain accurate information.

Scope; Define the service.

1. In sourcing : Utilize INTERNAL ORGANIZATION.
2. Out sourcing : hire external organization.
3. Co _sourcing : Combination of In sourcing & Out sourcing.
4. KPO : Knowledge PROCESS outsourcing.
5. BPO : Business process outsourcing.

Set of services available to deliver to customer.

• IDENTIFY BUSINESS needs.
• SERVICE portfolio design.
• Technology ARCHITECTURE.
• Process design
• Measurement design

Set of services available to deliver to customer.

<P>SDP document CONTAIN all REQUIREMENTS through each STAGE of its lifecycle.

Four P’s of design

• PEOPLE
• Product
• Processes
• Partners/Suppliers

SDP document contain all requirements through each stage of its lifecycle.

Four P’s of design

Type I >> Internal service PROVIDER.

Physically located in the organization which it serve.

Type II >> Shared services.

These are autonomous UNITS in the organization like Finance HR.

Type III >> External service provider having SPECIFIC expertise. Consolidate need and

Offer COMPETITIVE price.

Type I >> Internal service provider.

Physically located in the organization which it serve.

Type II >> Shared services.

These are autonomous units in the organization like Finance HR.

Type III >> External service provider having specific expertise. Consolidate need and

Offer competitive price.

Design new or changed service for introduction in to live ENVIRONMENT .

1. Improve Quality of service.
2. Effective services.
3. Improve DECISION making.

Design new or changed service for introduction in to live environment .

ESTABLISH RELATIONSHIP with CUSTOMERS, understand customers and fulfil customers NEED.

Establish relationship with customers, understand customers and fulfil customers need.

Set of SERVICES available to deliver to customer.

Service PACKAGE contain

1. CORE Service package

DETAILS description of core service.
2. Service level package

Level of service offered Diamond gold silver.

Set of services available to deliver to customer.

Service package contain

1. Core Service package

Details description of core service.
2. Service level package

Level of service offered Diamond gold silver.

SPM is managing all services ACROSS the ORGANISATION.

Define > Business REQUIREMENT

Analyse  > Plan

Approve > GET approvals

CHARTER > Deploy

Service portfolio contains all services ( In pipeline/Catalogue/Retired ).

SPM is managing all services across the organisation.

Define > Business requirement

Analyse  > Plan

Approve > Get approvals

Charter > Deploy

Service portfolio contains all services ( In pipeline/Catalogue/Retired ).

INVESTMENT of some RESOURCE yielding a benefit to the investor.

Return on investment (%) = Net profit / Investment × 100

Investment of some resource yielding a benefit to the investor.

Return on investment (%) = Net profit / Investment × 100

In service strategy financial management covers budgeting accounting and charging REQUIREMENTS.

Budgeting >> Provide sufficient funds to RUN BUSINESS Cost and income estimation .

Accounting >> provide management information on the cost. Cost analysis and reporting.

Charging >> PROVIDING funds by charging BACK to client.

In service strategy financial management covers budgeting accounting and charging requirements.

Budgeting >> Provide sufficient funds to run business Cost and income estimation .

Accounting >> provide management information on the cost. Cost analysis and reporting.

Charging >> providing funds by charging back to client.

In SERVICE PORTFOLIO services which are not in use/outdated due to EXISTING Internal/External constrain are called retired services.

In service portfolio services which are not in use/outdated due to existing Internal/External constrain are called retired services.

Service portfolio –>DEFINES services provided by service provider ACROSS all MARKET and all customers.

Service Catalogue –>Is the sub set of Service portfolio .Services READY to offer to CUSTOMER is listed in service catalogue.

Service Pipeline –>Is consist of services under development.

Service portfolio –>Defines services provided by service provider across all Market and all customers.

Service Catalogue –>Is the sub set of Service portfolio .Services ready to offer to customer is listed in service catalogue.

Service Pipeline –>Is consist of services under development.

1. DEFINE the market.
2. Define services and POTENTIAL customers.
3. Develop the offerings.
4. Design the service.
5. Develop strategic asset.
6. Develop service as strategic asset
7. PREPARE for executions.
8. Implement the service.

Perspective: VISION and DIRECTION

PATTERN:Way of doing activates

POSITION:Basis on which the PROVIDER will compete

Plan:How to achieve the goal

Perspective: Vision and direction

Pattern:Way of doing activates

Position:Basis on which the provider will compete

Plan:How to achieve the goal

Service strategy represents POLICIES and OBJECTIVES to achieve service GOAL.

• Help management to achieve goal.
• DETERMINE SERVICES.

Service strategy represents policies and objectives to achieve service goal.

VERIFIED – person who checks WHETHER the ACCEPTANCE criteria have been MET.

Sign off – give the sign off to the project.

Verified – person who checks whether the acceptance criteria have been met.

Sign off – give the sign off to the project.

RACI Model clearly defines roles.

Responsible – PERSON responsible to get JOB done.

Accountable –person accountable for each task.

CONSULTED – people who are consulted.

Informed – People who are inform on the progress.

RACI Model clearly defines roles.

Responsible – Person responsible to get job done.

Accountable –person accountable for each task.

Consulted – people who are consulted.

Informed – People who are inform on the progress.

Role is a SET of connected behaviors or connected ACTIONS PERFORMED by team or group or person person.

Business Relationship Manager (BRM): BRMs establish a strong business relationship with the CUSTOMER by understanding the customer’s business and their customer outcomes.

Product Manager (PM): PMs take responsibility for developing and Managing services across the life-cycle, and have responsibilities for Productive capacity.

Role is a set of connected behaviors or connected actions performed by team or group or person person.

Business Relationship Manager (BRM): BRMs establish a strong business relationship with the customer by understanding the customer’s business and their customer outcomes.

Product Manager (PM): PMs take responsibility for developing and Managing services across the life-cycle, and have responsibilities for Productive capacity.

To manage and control the PROCESS it should be MONITOR and measure.

FOUR metrics for performance measurement

• PROGRESS
• Compliance
• Effectiveness
• Efficiency

To manage and control the process it should be monitor and measure.

Four metrics for performance measurement

Process is a set of activates DESIGNED to ACHIEVE a definite OBJECTIVE.

Input >> Process >> output.

Process is CLOSED LOOP.

Process is a set of activates designed to achieve a definite objective.

Input >> Process >> output.

Process is closed loop.

Service MANAGEMENT is TRANSFORMING RESOURCES into valuable SERVICES.

Service Management is transforming resources into valuable services.

CONTINUES EVOLUTION of service and IDENTIFY WAYS to improve services.

Continues evolution of service and identify ways to improve services.

• How to manage service on an ongoing BASIS to ENSURE their objectives are achieved.
• Service OPERATION is RESPONSIBLE for all ongoing activates required to support and deliver SERVICES.

How to implement services in PRODUCTION as per DESIGN services.

• Coordination and managing of the process.
• Build, test and deploy a RELEASE in to production.

How to implement services in production as per design services.

How to DESIGN develop services and service MANAGEMENT and converting service objective in to RANGE of services.

How to design develop services and service management and converting service objective in to range of services.

How to design, DEVELOP and IMPLEMENT SERVICE management for organization is DEFINE under service STRATEGY.

How to design, develop and implement service management for organization is define under service strategy.

1. SERVICE Strategy
2. Service DESIGN
3. Service Transition
4. Service OPERATION,
5. CONTINUAL Service Improvement

Service management is a set of SPECIALIZED organizational capabilities for providing VALUES in the form of service.

The ACT of transforming resources into SERVICES is the CORE of service management.

Service management is a set of specialized organizational capabilities for providing values in the form of service.

The act of transforming resources into services is the core of service management.

• Managing services as a portfolio is a new concept in ITIL V3.
• Service CATALOGUE MANAGEMENT was added as a new process in ITIL V3.
• HTTP://wiki.en.itprocessmaps.com/index.php/Comparison_between_ITIL_V3_and_ITIL_V2_-_The_Main_Changes.

• MICROSOFT MOF
• Hewlett – Packard (HP ITSM Reference Model)
• IBM (IT PROCESS Model)