ITIL is a Registered Trade Mark of the Cabinet Office May 17 2013 Presented by All rights reserved No part of this document may be reproduced stored in a retrieval system or transmitted by any means electronic mechanical photographic or otherwise without the prior written permission ID: 461364
Download Presentation The PPT/PDF document "Service Owners" is the property of its rightful owner. Permission is granted to download and print the materials on this web site for personal, non-commercial use only, and to display it on your personal computer provided you do not modify the materials and that you retain all copyright notices contained in the materials. By downloading content from our website, you accept the terms of this agreement.
Slide1
Service Owners
ITIL© is a Registered Trade Mark of the Cabinet Office.
May 17, 2013
Presented by
:
All rights reserved. No part of this document may be reproduced, stored in a retrieval system or transmitted by any means, electronic, mechanical, photographic or otherwise without the prior written permission of the copyright owner. No patent liability is assumed with respect to the use of the information contained herein. While every precaution has been taken in the preparation of this publication the copyright holder cannot be held liable for damages caused by use of the information contained herein.
ITIL© is a Registered Trade Mark of the Cabinet Office. Slide2
AgendaIntroductionsBest Practices and the Service Owner Role
Service DesignService CatalogSLAs and OLAsService TransitionChange ManagementKnowledge Management
Service OperationsIncident ManagementProblem ManagementRequest FulfillmentContinual Service ImprovementReporting
Creating an Effective Service Owner ProgramQuestions & Answers
AgendaSlide 2
© Third Sky, Inc. 2013 – Service Owner SessionSlide3
IntroductionsName
RoleHow would you describe the Service Owner role?How much do you know about ITIL?
Introductions
Slide 3
© Third Sky, Inc. 2013 – Service Owner SessionSlide4
Agenda
IntroductionsBest Practices and the Service Owner RoleService Design
Service CatalogSLAs and OLAsService TransitionChange ManagementKnowledge ManagementService OperationsIncident Management
Problem ManagementRequest FulfillmentContinual Service ImprovementReporting
Creating an Effective Service Owner ProgramQuestions & AnswersAgenda
Slide 4© Third Sky, Inc. 2013 – Service Owner SessionSlide5
What is ITIL?Information Technology Infrastructure LibrarySet of 5 books. Each book is a stage
in the Service Lifecycle.Internationally adopted frameworkfor Service ManagementWhy is ITIL so successful?High-quality consistent results from
consistent processesStop fire-fighting and become moreproactiveBest practice. Don’t need to reinvent the wheel
Best Practices
Slide
5© Third Sky, Inc. 2013 – Service Owner SessionSlide6
Service Lifecycle
SERVICE OPERATIONEvent ManagementIncident ManagementRequest FulfillmentProblem ManagementAccess Management
SERVICE TRANSITIONTransition Planning & SupportChange Management
Service Asset and Configuration ManagementRelease and Deployment ManagementValidation and TestingChange Evaluation
Knowledge Management
Service Operation
Service Transition
Service Design
Service
Strategy
Continual Service Improvement
SERVICE STRATEGY
Strategy Management
Service Portfolio Management
Financial Management
Demand Management
Business Relationship Management
CONTINUAL SERVICE IMPROVEMENT
7-Step Improvement Process
SERVICE DESIGN
Design Coordination
Service Catalog Management
Service Level Management
Capacity Management
Availability Management
Continuity Management
Information Security Management
Supplier Management
Best Practices
Slide
6
© Third Sky, Inc. 2013 – Service Owner SessionSlide7
Key Process Integration Points
Incident Management
Configuration Management
Problem Management
Change Management
Request Fulfillment
Knowledge Management
Self Service
Best Practices
Slide
7
© Third Sky, Inc. 2013 – Service Owner SessionSlide8
What is a Service?Services are a means of delivering value to customers by facilitating
outcomes customers want to achieve without the ownership of specific costs and risks.A service is
not …A specific application or technology
An activity that one particular IT team performsThe act of provisioning
“request for a new server” is not a service
“server management” or “application hosting” is a service
Best PracticesSlide 8
© Third Sky, Inc. 2013 – Service Owner SessionSlide9
Expanding on End-to-EndEnd-to-end doesn’t just describe the “Service to Application to Infrastructure” stack.It also describes
all the activities/stages in the Service LifecycleStrategyDesignImplement / TransitionOperationsContinuous Improvement
A service includes …
Applications
InfrastructureApplication
DevelopmentSupportOperations
ApplicationMaintenance
Engineering
Best Practices
Slide
9
© Third Sky, Inc. 2013 – Service Owner SessionSlide10
What is a Service Owner?
Best Practices
Slide 10© Third Sky, Inc. 2013 – Service Owner SessionSlide11
Email Service Owner (Example)
VP/CIO
Service Desk
IT Operations
I.T. Security
Exchange Team
Email Service Owner
The Email
Service Owner
is accountable for the delivery
and quality of service across the
IT
organization. Note: the dotted line communication structure.
Monitor email
virus threats
Handle email incidents and service requests from end-users
Monitors servers, installs patches, configures ActiveDirectory, etc.
Best Practices
Slide
11
© Third Sky, Inc. 2013 – Service Owner SessionSlide12
Business Relationship
Management
Process OwnerService LevelManagement
Process Owner
IncidentProcessOwner
ProblemProcessOwner
ChangeProcessOwner
Key Service Management Roles
Customer 1
Customer 2
Customer 3
Customer 4
Business Relationship
Manager #1
Business Relationship
Manager #2
Sales Automation
Service Owner
Email Service
Owner
Database Administration
Service Owner
Server Management
Service Owner
Service Catalog
Service Management
Email Service
Sales Automation
Database Administration
Server Management
Best Practices
Slide
12
© Third Sky, Inc. 2013 – Service Owner SessionSlide13
SERVICE
STRATEGY
Define strategy & roadmap for their service
Understand the customer’s service requirements
Manage
financial aspects of their serviceSERVICE OPERATION
Ensure monitoring & control is establishedUnderstand Incident trends and provide oversight for Major IncidentsOversee Problem Management for their service
Enable the submission of service requests & the fulfillment of requestSERVICE TRANSITION
Participate in Change Management
Stakeholders in projects for their service
Ensures appropriate groups are maintaining the CMDB for their service
Ensure
knowledge capture and knowledge transfer
Service Operation
Service Transition
Service Design
Service
Strategy
Continual Service Improvement
CONTINUAL SERVICE IMPROVEMENT
Reviews reports to ensure service level objectives are met
Recommend, prioritize and drive improvements
Sample Service Owner Responsibilities across the Service Lifecycle
SERVICE DESIGN
Ensure their service is up to date in the service catalog
Design
the following:
Service solution
Management systems and tools
Technical & management architecture
Processes required
Measurement methods &
metrics
Ensure service satisfies requirements such as
Availability
Capacity
Continuity
Security
Best Practices
Slide
13
© Third Sky, Inc. 2013 – Service Owner SessionSlide14
Why is the Service Owner Role important?
Best Practices
Slide 14© Third Sky, Inc. 2013 – Service Owner SessionSlide15
Discussion Questions
Best Practices
Slide 15© Third Sky, Inc. 2013 – Service Owner SessionSlide16
Agenda
IntroductionsBest Practices and the Service Owner RoleService Design
Service CatalogSLAs and OLAsService TransitionChange ManagementKnowledge ManagementService OperationsIncident Management
Problem ManagementRequest FulfillmentContinual Service ImprovementReporting
Creating an Effective Service Owner ProgramQuestions & AnswersAgenda
Slide 16© Third Sky, Inc. 2013 – Service Owner SessionSlide17
HUIT Service CatalogService Catalog
Slide 17© Third Sky, Inc. 2013 – Service Owner SessionSlide18
Services Owners and the Service CatalogService Owners are accountable for theirService Descriptions in the Service Catalog
Links to content related to their Service DescriptionsReview your Service Description at least once a yearNeed to make changes? ContactSimon Pridespride@fas.harvard.edu
617 496 3980ORitsm@harvard.edu Service Catalog
Slide 18
© Third Sky, Inc. 2013 – Service Owner SessionSlide19
SLAs, OLAs and UCs
Organizational Partner(Customer)
HUIT
IT Team
IT Team
Supplier
Service Level Agreement (SLA)
Operational Level Agreement (OLA)
Underpinning Contract (UC)
SLAs and OLAs
Slide
19
© Third Sky, Inc. 2013 – Service Owner SessionSlide20
Service Owners and SLAs/OLAs
SLAs and OLAsSlide
20© Third Sky, Inc. 2013 – Service Owner SessionService Owners,
in the future, will be accountable forSlide21
Agenda
IntroductionsBest Practices and the Service Owner RoleService Design
Service CatalogSLAs and OLAsService TransitionChange ManagementKnowledge ManagementService OperationsIncident Management
Problem ManagementRequest FulfillmentContinual Service ImprovementReporting
Creating an Effective Service Owner ProgramQuestions & AnswersAgenda
Slide 21© Third Sky, Inc. 2013 – Service Owner SessionSlide22
Change Management Process is Changing
Change Management
Slide 22© Third Sky, Inc. 2013 – Service Owner SessionSlide23
Types of ChangesChange Management
Slide 23© Third Sky, Inc. 2013 – Service Owner Session
Type of ChangeApproval ProcessStandard Change
(none)Pre-approved. Has a SOP.Normal Change – Low Risk
Assignment Group ManagerImpacted Services that want to review Low Risk
changesOthers as requestedNormal Change – Medium RiskAssignment Group ManagerImpacted Services that want to review
Medium Risk changesCAB approves onlineOthers as requestedNormal Change – High RiskAssignment Group ManagerImpacted Services
CAB reviews in CAB meetingOthers as requestedMajor Change ProposalSenior Leadership Emergency ChangeEmergency CAB
Risk is determined by scope, impact and probability.Slide24
Service Owners are Accountable for
Change Management
Slide 24© Third Sky, Inc. 2013 – Service Owner SessionSlide25
Change Approver Responsibilities
Change Management
Slide 25© Third Sky, Inc. 2013 – Service Owner SessionSlide26
Service Owners and Knowledge ManagementService Owners are accountable for
Knowledge ManagementSlide 26
© Third Sky, Inc. 2013 – Service Owner SessionSlide27
Agenda
IntroductionsBest Practices and the Service Owner RoleService Design
Service CatalogSLAs and OLAsService TransitionChange ManagementKnowledge ManagementService OperationsIncident Management
Problem ManagementRequests FulfillmentContinual Service ImprovementReporting
Creating an Effective Service Owner ProgramQuestions & AnswersAgenda
Slide 27© Third Sky, Inc. 2013 – Service Owner SessionSlide28
Service Owners and Incident ManagementService Owners are Accountable for
Incident ManagementSlide 28
© Third Sky, Inc. 2013 – Service Owner SessionSlide29
Service Owners and Problem ManagementProblem Management is coming soon.Service Owners will be accountable for
Problem ManagementSlide
29© Third Sky, Inc. 2013 – Service Owner SessionSlide30
Service Owners and Request FulfillmentDifferent types of request catalogs:
Request CenterUsed by IT and selected partners to make structured request from HUIT teams, e.g.New serverNew databaseCopy databaseEmployee Self-Service
End user computing requestsRequest FulfillmentSlide 30
© Third Sky, Inc. 2013 – Service Owner Session
Incrementally being built now
Coming in the futureSlide31
Service Owners and Request FulfillmentService Owners are Accountable for
Request FulfillmentSlide 31
© Third Sky, Inc. 2013 – Service Owner SessionSlide32
Agenda
IntroductionsBest Practices and the Service Owner RoleService Design
Service CatalogSLAs and OLAsService TransitionChange ManagementKnowledge ManagementService OperationsIncident Management
Problem ManagementRequests FulfillmentContinual Service ImprovementReporting
Creating an Effective Service Owner ProgramQuestions & AnswersAgenda
Slide 32© Third Sky, Inc. 2013 – Service Owner SessionSlide33
7-Step Improvement Process
Continual Service Improvement
Slide 33© Third Sky, Inc. 2013 – Service Owner SessionSlide34
ServiceNow Reporting Capabilities
Continual Service Improvement
Slide 34© Third Sky, Inc. 2013 – Service Owner SessionSlide35
DiscussionWhat types of additional reporting do you need to manage your service?<To be completed in session>
Continual Service ImprovementSlide
35© Third Sky, Inc. 2013 – Service Owner SessionSlide36
Agenda
IntroductionsBest Practices and the Service Owner RoleService Design
Service CatalogSLAs and OLAsService TransitionChange ManagementKnowledge ManagementService OperationsIncident Management
Problem ManagementRequests FulfillmentContinual Service ImprovementReporting
Creating an Effective Service Owner ProgramQuestions & AnswersAgenda
Slide 36© Third Sky, Inc. 2013 – Service Owner SessionSlide37
DiscussionWhat help do you need to be successful service owners?Templates and samples
AuthorityAutomated reportsSenior management supportEngagement modelEducating client
Being plugged in earlyShared understanding of what is a service orderAutomated ticket creating and routingService owner “user group”Define best practices
Service Owner ProgramSlide 37
© Third Sky, Inc. 2013 – Service Owner SessionSlide38
DiscussionWhat help do you need to be successful service owners?Authority
EducationService dependenciesRight resources to deliver the serviceKeep services up to date / governance processUp to date documentation and knowledge base
Service Portfolio ManagementSenior Management backing and enforcementShared responsibility across organization Trust between service ownersAccountabilityService owner “user group”
Service Owner Program
Slide 38© Third Sky, Inc. 2013 – Service Owner SessionSlide39
DiscussionIf we hold regular Service Owner meetings:How frequent should these meetings be?
Once a monthWhat should be covered in the meetings?Get on same pageCompile issues and concerns ahead of timeSub service / categorization
Feedback from senior managementCase studies / ITIL modelService catalog / service definitionService Owner Program
Slide 39
© Third Sky, Inc. 2013 – Service Owner SessionSlide40
DiscussionIf we hold regular Service Owner meetings:How frequent should these meetings be?
Quarterly major; monthly minorWhat should be covered in the meetings?Rationalizing services and service ownersCustomer experienceContinuing definition of services
Mapping resources to budget cycleService Owner ProgramSlide 40
© Third Sky, Inc. 2013 – Service Owner SessionSlide41
Agenda
IntroductionsBest Practices and the Service Owner RoleService Design
Service CatalogSLAs and OLAsService TransitionChange ManagementKnowledge ManagementService OperationsIncident Management
Problem ManagementRequests FulfillmentContinual Service ImprovementReporting
Creating an Effective Service Owner ProgramQuestions & AnswersAgenda
Slide 41© Third Sky, Inc. 2013 – Service Owner SessionSlide42
Questions & AnswersQuestions & Answers
Slide 42© Third Sky, Inc. 2013 – Service Owner Session
Thank you for attending!Slides will be posted on http://_______ If you have questions, please email itsm@harvard.edu