Hp Itsm Graz Presentation
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Transcript of Hp Itsm Graz Presentation
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Best Practices under the
framework of IT ServiceManagement and ITIL
Slavoj Musilek
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page 24/28/2003
IT Service Management
IT management vision = Manage IT as a service
Serviceis the result of aprocess performed by
people and supportedby technologyProcess
People
Technology
Services
The right balance for success
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IT Service Management
betterservicewith
fewerresources,
lowercostsand
higher value tothe business
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IT Service Management
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hp consulting - IT management solutions
hp consulting takes aunique approach to solving
our customers IT
management problems thatis built upon the threeelements that must be in
harmony - people, process
and technology - to align ITservice delivery with theneeds of the business.
Our full range of ITmanagement solutions
are based onhps ITSM reference model
and industry-leadinghp OpenView technology.
business requirements
services provided
TechnologyProcess
supports
integrates
People
enables
adds benefit
drives
enables
Three elements that need to be in harmony
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IT Service & Infrastructure Managementcomponents
managing the business value of IT
managing the services
managing the infrastructure
demonstrate value delivered
enter the business planning process manage customer experience
maximize return on IT investments deliver services for a competitive
advantage enable new business opportunity
run IT as a business operate as a service provider align IT with critical business goals optimize IT processes
cost-center
minimal process automation
manage a portfolio of servicesagreed upon service levels and costs measure IT contribution to the
business
available, well-performingcomputing infrastructure
technology provider
tactical support to the business
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IT Service & Infrastructure Managementcomponents
managing the business value of IT
managing the services
managing the infrastructure
business value assessment IT organizational design
service level planning and management incident & problem management, HelpDesk change and configuration management
web service & portal mgmt command & control center desktop management storage management
operations management cost management security management
availability & performancemanagement
- Networks- Systems- Databases- Applications
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IT Service Management
managing the
business value of IT
managing the
business value of ITmanagingthe servicesmanagingthe services
managing theinfrastructure
managing theinfrastructure
pr
ce
ss
o
op le
pe
tec
nh
ology
Gartner:Processes form a big part of IT service management. Availability in acomplex computing environment does not happen on its own or automaticallyby acquiring high-availability technology. It takes strategy, planning, policy
and implementation to achieve it. These are people and process issues,
not technology issues."
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The New HP ITSM Reference Model (high-level)
Service Delivery
Assurance
IT Business Alignment Service Operations
Service Design & Management Service Development & Deployment
PURPOSE
To align business requirements with IT in
terms of IT strategy, IT architecture,
IT organizational design and
an IT service portfolio.
VALUE
To provide the strategic context and
parameters for the design, development
and operations of IT services.
PURPOSE
To monitor, maintain, improve and report on IT services and manage day-
to-day customer IT service requests
VALUE
To cost-effectively provide high quality,
agile IT services and manage customer
satisfaction
PURPOSECreate and maintain service level
agreements, manage
infrastructure-related Information,control changes to the
infrastructure and perform
ongoing service improvements.
VALUETo ensure that IT can meet its
service delivery commitments.PURPOSE
To design and manage customer specific
IT services, service levels and service design
specifications.
VALUE
To balance the quality of IT services in terms of availability, continuity,
capacity and security with the cost of IT services
PURPOSE
To build and test IT services according to
design specifications and release the IT
services into the production environment
VALUE
To cost-effectively realize high-quality, agile IT
services and manage the risks of releasing
major changes or new IT services into
production
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The New HP ITSM Reference Model
IT- Business Alignment Service Operations
Service Design & Management Service Development & Deployment
Financial
Management
For IT Services
Security
Management
IT Service
Continuity
Management
Availability
Management
Capacity
Management
IT Business
Assessment
IT Strategy &
Architecture
Planning
Service
Planning
Customer
Management
Service
Request
Management
Incident
ManagementProblem
Management
Operations
Management
Service Build
& Test
Release
ManagementChange
Management
Configuration
Management
Service Level
Management
Service Delivery
Assurance
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IT Service & Infrastructure Managementbenefits
market advantage atliberalized world
by improvement of time to market & revenues guaranteed service quality to
end-customers market image cost control
IT business alignment
improved collaboration& clear interdependencies
by implementation of clear IT services and service
level agreements that are the
result of internal processes measurable processes that workacross organizations andinfrastructures
an organizational design tosupport the processes integrated management
technology, automatingprocesses and putting people incontrol
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Implement IT Service Management. with success
Pay special attention to: High-executive sponsorship
Involve all key contributors fromearly beginning Setting achievable and
measurable milestones
Consistent approach across theenterprise Quick visible result
Focus on long-term strategy &goals Time to digest and take-over
every part of solution and
change
Avoid: Overestimation of in-house
capabilities and capacity Focus on technology instead of
concept Underestimation of real time,
budget and effort plans Inventing a wheel Half-way solution and
compromises
l
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Implement IT Service Management. with success
Be aware that: Ownership is in your hands
Changes may be painful and complex There is no simple and/or quick solution Many vendors can promise anything, but just few can
deliver
There is no other option
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