Service Warranty = how well the positive impact is delivered
Service Utility = the service’s positive impact on the business operations
Value = Warranty + Utility
Deming Cycle: Plan, Do, Check, Act. The Deming Cycle has more detailed steps when used to improve IT services and processes:
- Define what should be measured
- Define what you can measure
- Gather the data
- Process the data
- Analyze the data
- Use the data
- Take corrective action.
There are six outcomes of an analysis of service portfolios: Renew (meets functional needs but falls short in technology), Replace (overlapping, redundant), Retain (working well and aligned to business), Refactor (needs clarity of focus or primary functional role), Retire (fail to meet the needs both technically and functionally), and Rationalize (needs standardization or consolidation).
Co-sourcing is one of five different types of supplier agreements including co-sourcing, partnering or multi-sourcing, business process outsourcing, knowledge process outsourcing, and application service provision.
Coordinating the metrics, data collection, and reporting activities of the other processes and functions is the primary goal of Service Measurement and Reporting. The reasons for monitoring and measuring include: validate (is there alignment with the organizational vision and strategy), direct (using facts to drive change), justify (ensure the targets and metrics are correct), and intervene (drive improvements through corrective action).
Transform the Business (TTB), Grow the Business (GTB), and Run the Business (RTB) are all categories of Services Investments. Transform the Business investments are for new capabilities or new markets, Grow the Business investments are designed to
help grow the current business, and Run the Business (RTB) are investments to keep the current services operating.
There can be a variety of Configuration Items CIs: Service Level CIs, Service CIs, Organizational CIs, Internal CIs, and External CIs. Each CI can vary in size, type, and complexity ranging from an entire system to a single module.
Service Portfolio consists of the Service Pipeline (proposed and planned services), the Service Catalogue (active services), and Retired Services (no longer available). The basic goal of Service Portfolio Management is to provide IT Service Management with strategies for future initiatives and investment management guidance to ensure an effective portfolio of services are being delivered.
The three sub-processes of Capacity Management are Business Capacity Management (ensures capacity meets future business needs), Service Capacity Management (manages on-going service delivery per SLAs), and Component Capacity Management (manages the individual components of the IT infrastructure).
A concept of Incident Management is the difference between Categorization and Escalation. Within Categorization, Impact + Urgency = Priority. Impact is the measure of how much the business is affected. Urgency is measure of how long the fix can be delayed. The human element of Escalation helps with determining which incidents should be moved up or down in priority.
The Service Package is the detailed description of the collection of services available for delivery to customers. The Core Services Package is the heart of the service, Supporting Services Packages help differentiate the Core Services, and Service Level Packages
define the Service Utility and Service Warranty.
Five different types of supplier agreements: co-sourcing, partnering or multi-sourcing, business process outsourcing, knowledge process outsourcing, and application service provision.
Application Management, the Service Desk, Technical Management, and IT Operations Management are the four functions of Service Operation. Application Management is also responsible for managing applications through their entire life cycle, helps identify functional requirements for software, helps make the build vs. buy decisions, and helps define what skills are needed by staff to support the applications.
Access Management is the function that ensures users are authorized to use a service. Access Management is coordinated by Service Desk but depending on the request may also call on Technical Management and Application Management. The activity lifecycle of an
access request is as follows: Requesting Access –> Verification –> Providing Rights –> Monitoring Identity Status –> Logging & Tracking Access –> Removing or Restricting Access.
Application sizing is an activity designed to determine the hardware or network capacity needed; modelling is used to forecast the infrastructure’s behavior under a set of conditions; and demand management are the short-term responses to meet current demand. Additional considerations are performance monitoring, tuning, storage of capacity management data, capacity planning, and reporting.
Event Management: Event Occurs –> Event Detection –> Alert –> Event Correlation –> Significance of Events –> Event Filtering –> Trigger –> Response Selection –> Review Actions –> Close Event.
The Definitive Media Library (DML) is one or more locations in which the approved versions of all software CIs are stored securely. The DML will also contain the licenses for the software CIs along with the documentation. All software in the DML falls under Change Management and Release Management control and recorded in the Configuration Management System (CMS).