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					ITIL & eHealth
An Introduction to Information   Technology
Infrastructures Library
Course Objectives

 Provide a high level overview of ITIL
 Introduce basic terminology & concepts
Course Outline

 Introduction
 Service Lifecycle
 Service Strategy
 Service Design
 Service Transition
 Service Operation
 Continual Service Improvement
 Review
Miscellaneous

 3 hours
 One break
 Washrooms
 Coffee
 Cell phones
 Handout
INTRODUCTION
ITIL - What, Why & Where
 The Information Technology Infrastructure
 Library (ITIL) is a set of concepts & policies for
 managing information technology, infrastructure,
 development & operations

 ITIL® is the most widely accepted approach to
 IT service management in the world
   ITIL provides a cohesive set of best practice, drawn
    from the public & private sectors internationally

 http://www.itil-officialsite.com/home/home.asp
The Library

 ITIL is a set of books
   1st published by the UK gov’t in the late 1980’s
   Publicly available & now universally accepted
   V1, V2, V3
 A best practice framework
   An approach that has been proven
   Not a recipe
    Where Does Best Practice Fit?

                    What should we do?                   BS 15000/ISO20000
                                           Standard


           How should we do it?          Best Practice         ITIL, PRINCE2


     How should we do it
                                                                    LOVEM
  in a particular context?           Applied Framework


  How should
                        Organizational Policies, Process, Practices &
we do it in our
                                        Procedures
organization?
“Most companies have good people,
the companies that win in the long
term have the best practices”
Peter Drucker
(“Father of Modern Management”)
The Need for ITIL

ITIL evolved to solve issues such as
  Lengthy support wait times
  Unreliable application availability
  Break-change-break cycle
  Inconsistent & unreactive customer support
  Over-promising & under-delivering
  Current resources failing to meet business
  demands & too expensive
Value of ITIL

 Business
   Strategic alignment
   Derive greater value – ROI
 Management
   Clarifies services & expectation
   Provides a base line to measure services
 Staff
   Understand roles & accountabilities
   Clarifies priorities
Why Should eHealth Adopt ITIL?
 Increased customer satisfaction
 Improved service availability
   Leads to increased business profits & revenue
 Financial savings
   Reduced rework & lost time
   Improved resource management & usage
 Improved time to market for new services
 Improved decision making
 Common & consistent language
Preparing for the Future

 In the next 10 years, it is projected that
 more than ½ of business expenses will be
 IT related
 Companies that gain control of these
 expenses will have a competitive
 advantage
ITIL Success Stories

 Rogers in Toronto
 Bank of Montreal
 Johnson & Johnson Pharmaceuticals
 Safeway
 Best Buy / Future Shop
Complementary Practices

 CMMI (Capability Maturity Model Integration)
 PRINCE2 (Projects in Controlled Environments)
 Six Sigma
 ISO/IEC 20000
 COBIT
 Others…
ITIL V3 Certification
ITIL Certification & eHealth
 eHealth has promoted the ITIL Foundation
 program & certification
 eHealth will cover the cost of the Foundation
 exam
   Requires Manager approval
   Forward approval to CTS@manitoba-ehealth.ca
   CTS will schedule the exam
 Exam prep courses are available online
   Example: http://www.bwyze.mindmuze.com/
   Cost NOT covered by eHealth
ITIL & eHealth
 eHealth is committed to the implementation of
 ITIL best practices
 Senior management has declared ITIL a
 priority practice
 ITIL is a journey & over the next few years we
 will design & apply, then maintain best
 practices
 Although some processes have been in place
 for some time, the near future will bring
 significant change that will impact many of us
ITIL & eHealth     (continued)



 A new position has been created for ITIL
 process implementation
 eHealth employees to receive ITIL training
   Minimum 1/2 day overview
ITIL & You

Area specific questions may be directed to your
manager
SERVICE LIFECYCLE
Lifecycle Overview
Service

A means of delivering value to customers by
facilitating outcomes customers want to achieve
without the ownership of specific costs & risks
Examples of eHealth Services

 Service Desk
 Work Order Management
 Tech Services
 Database Administration
 Account Management
 Desktop Management
 Application Development
 Training
IT Service Management

A set of specialized organizational
capabilities for providing VALUE to
customers in the form of services




  Resources    Valuable Services
Service Lifecycle

 ITIL V3 focuses on the way that service
 management components are linked
 The Service Lifecycle is a model that
 illustrates these components & the
 relationships between them
 5 stages in the lifecycle
Lifecycle Overview
The Five Stages

                                                                  Policy making &
Continual Service Improvement




                                             Service Strategy     setting objectives




                                Learning &    Service Design
                                improving
                                             Service Transition   Adjustment &
                                                                  change
                                             Service Operation
Stages Analogy – New Hospital
Stages Analogy – New Hospital

SERVICE STRATEGY

 Initial planning
 Will there be a demand for this service?
 How will it be funded?
 Where will it be located?
 What is the time frame?
 Who will build it?
Stages Analogy – New Hospital

SERVICE DESIGN

 What will the capacity be?
 What services will be offered?
 What are the associated costs?
 What service levels will need
 to be met?
 What supplier agreements
 need to be place?
Stages Analogy – New Hospital

SERVICE TRANSITION

 Construction phase
 How will traffic be diverted?
 How will changes be communicated to the
 public & other stakeholders?
 What determines when the hospital
 is ready?
Stages Analogy – New Hospital

SERVICE OPERATION

 Day to day activity of the hospital
 Availability for patients
 Staffing
 Customer service
 Billing
Stages Analogy – New Hospital

CONTINUAL SERVICE IMPROVEMENT

 Analyze reports
 Which areas need improvement?
 Implement corrective actions
Process

 A structured set of activities designed to
 accomplish a specific objective
 Transforms inputs into outputs



   Inputs           Activities         Outputs




                     Process
Process Characteristics

 Measurable – performance driven; cost,
 quality, duration, productivity
 Deliver a specific result that is individually
 identifiable & measurable
 Deliver results to a customer or
 stakeholder (internal or external)
 Respond to a specific event – traceable to
 a single trigger
Processes & People

 People can play multiple roles within
 various processes while having one job
 Each process in the ITIL lifecycle has one
 Process Owner

                                    Process A

                                    Process B

                                    Process C
Review

Which is NOT a stage in the Service Lifecycle?

a)   Service Design
b)   Service Optimization
c)   Service Transition
d)   Continual Service Improvement
Review

ITIL is best described as a:

a)   Best practice
b)   Standard
c)   Process
d)   Policy
Review

Which statement is true for ALL processes?

a)   They   are measurable.
b)   They   support external Customers.
c)   They   eliminate the impact of a Problem.
d)   They   are specific to a particular job.
Review

Which statement is correct for all IT services?

a)   They   deliver   costs to Customers.
b)   They   deliver   change to Customers.
c)   They   deliver   value to Customers.
d)   They   deliver   business solutions to Customers.
SERVICE STRATEGY
Service Strategy Stage
                                        Service Strategy


Overview

Provides guidance in the design, development &
implementation of service management
   How do we create value for our customers?
   How should we define service quality?
   What services should we offer?
   How do we differentiate ourselves from competition?
   How do we allocate resources?
                                        Service Strategy


“Phones” of Tomorrow




                                               ?
Service strategy will shape the future of cell phones
                                    Service Strategy


Value

 Service strategy begins with the
 customer’s desired outcomes
 Customers don’t buy products, they buy
 the satisfaction of particular needs
 What the customer values is often
 different from what the service provider
 thinks it provides




                                                 CSM
                          Service Strategy


Listen to the Customer!
                                                    Service Strategy


  Utility & Warranty


    UTILITY                 WARRANTY


                                                =
 “Fit for purpose”            “Fit for use”

     What the
   customer gets
                       +       How it is
                               delivered
                                                        VALUE

(ensures usefulness)       (ensures it works)




   Utility & Warranty are key to understanding the
             customer’s perspective of value
                                     Service Strategy


Buying a Car
UTILITY                WARRANTY
  How am I going to     What’s the guarantee
  use this car?         on the transmission?
  How will this car     What’s the bumper-to
  improve my life?      bumper guarantee?
  What am I going to    Is road side
  get from this car?    assistance included?




                                            Other Stages
                                        Service Strategy


Resources & Capabilities
RESOURCES                CAPABILITIES
Raw materials            Skills
Money                    Management
Infrastructure           Organization
Applications             Processes
Information              Knowledge
People                   People

Organizations use resource & capability assets
to create value in the form of goods & services
                                               Other Stages
                                        Service Strategy


Service Portfolio

 Complete set of services managed by a
 Service Provider
   Why should a customer buy these Services?
   Why should they buy these Services from us?
   What are the pricing or chargeback models?
   What are our strengths, weaknesses,
    priorities & risks?
   How should our resources & capabilities be
    allocated?
                                                   Service Strategy


Service Level Package (SLP)
 A defined level of Utility & Warranty
 Each SLP is designed to meet the needs of a
 particular business activity
   Cust 1      Cust 2      Cust 3      Cust 4
    SLP         SLP         SLP         SLP

   Service A               Service A

                                                          Service
   Service B   Service B
                                                          Portfolio
                                                          (complete
               Service C   Service C   Service C          set of
                                                          services)
                 Core Services
                            Service Strategy


Main Activities

 Define the market
 Develop offering
 Develop strategic assets
 Prepare execution
                                Service Strategy


Key Processes

 Service Portfolio Management
 Demand Management
 Financial Management




                                       Other Stages
                                                    Service Strategy


 Service Portfolio Management

                      Service Pipeline
                (Proposed or in development)



                                                         Service
Published to           Service Catalogue                 Portfolio
  customers    (Live or available for deployment)        (complete
                                                         set of
                                                         services)


                       Retired Services
                                  Service Strategy


Demand Management

 Understand & influence customer demand
 for IT services
 Provide capacity to meet demand


                           Customer
         Capacity
                           Demand
                         Service Strategy


Financial Management

 Budgeting
 Accounting
 Charging requirements
                    Requirements
                                   The Business / Customers


                     Service       Strategies   Policies
                                                              Resources &    Service Level
                                                               Constraints     Packages
                     Strategy
Service Portfolio
SERVICE DESIGN
Service Design Stage
                                            Service Design




                        A fool with a
“A common mistake that people make
                          tool is still
when trying to design something
                            a fool!
completely foolproof is to
underestimate the ingenuity of
complete fools.”
Douglas Adams
(author Hitchhiker’s Guide to the Galaxy)
                                            Service Design


Overview

 The design of new or changed services
 for introduction into the live environment
 Includes architectures, processes,
 policies, documentation


        Functionality         Performance
                                   Service Design


The 4 P’s
             People     Products




            Processes   Partners




                                        Other Stages
                                            Service Design


Five Aspects

 Service solutions
 Service Portfolio
 Technology architectures & mgmt systems
 Processes
 Measurement methods & metrics
   If you can’t measure it, you can’t manage it
                                     Service Design


Service Design Package (SDP)

 A document that defines all aspects of an
 IT service & its requirements
 Produced for each
   New service
   Major change
   Service retirement
                                    Service Design


Key Processes

 Service Catalogue Management
 Service Level Management
 Availability Management
 Capacity Management
 IT Service Continuity Management
 Information Security Management
 Supplier Management
                                                    Service Design


 Service Catalogue Management

                       Service Pipeline
                 (Proposed or in development)



                                                       Service
Published to            Service Catalogue              Portfolio
  customers    (Live or available for deployment)      (complete
                                                       set of
                                                       services)


                        Retired Services



                                                                   CSM
                                                    Service Design


Service Level Management
 Responsible for negotiating Service Level Agreements
 & ensuring that these are met
 Service Level Agreement
   Between an IT Service Provider & a Customer
   Describes the IT Service, documents service level targets,
    responsibilities of Provider & Customer
 Operational Level Agreement
   Between an IT Service Provider & another part of the same
    business
 Underpinning Contract
   Agreement between an IT Provider & 3rd party supplier


                                                                 CSM
                                      Service Design


Availability Management

 Ensure services are available when needed
 Ensure IT infrastructure, processes, tools &
 staff roles are appropriate for the agreed
 targets
                                    Service Design


Capacity Management

 Match capacity of IT to the agreed
 business demands in a cost effective &
 timely manner
 Current & future needs
                                      Service Design


IT Service Continuity Management

Ensures that agreed service levels can be
resumed in event of a disaster
                                      Service Design


Information Security Management

 Manage IT security risks
 Confidentiality – information is available only
 to those who have a right to know
 Integrity – information is complete & accurate
 Availability – info is available when needed
                                    Service Design


Supplier Management

 Obtain value for money from suppliers
 Ensure suppliers meet the targets
 contained within their contracts
                           Service Design


Service Design Processes




                                       SIP
                               Service Design




“Good design is the most important way
to differentiate ourselves from our
competitors.”
Samsung Electronics CEO Yun Jong Yong
                    Requirements
                                    The Business / Customers


                     Service        Strategies        Policies
                                                                        Resources &      Service Level
                                                                         Constraints       Packages
                     Strategy


                          Service          Solution
                                                        Architectures        Standards
                                                                                           Service Design
                          Design           Designs                                           Packages
Service Portfolio
Review

Which statement(s) are correct with regards to
the Service Portfolio?
i) It includes live & retired services.
ii) All parts are published to Customers.
a)   i only
b)   ii only
c)   Both of the above
d)   Neither of the above
Review

What does “Warranty” of a service mean?

a)   There will very few Problems with the service.
b)   Problems are fixed free of charge.
c)   The service is fit for purpose.
d)   Customers are assured of certain service levels.
Review

An organization uses Resources & Capabilities
to create value in the form of…
a)   utility & warranty.
b)   functionality & performance.
c)   people & products.
d)   goods & services.
Review

What is the main objective of Availability
Management?
a) Ensure that service availability matches the
   agreed levels
b) Report on the availability of services
c) Guarantee service availability
d) Ensure that all targets in the Service Level
   Agreements are met
Review

Setting policies & objectives is the primary
concern of which lifecycle stage?
a)   Service   Operation
b)   Service   Strategy
c)   Service   Design
d)   Service   Transition
Review

The purpose of Service Catalogue Management
is…
a)   To   provide information to the business
b)   To   provide up to date, accurate information
c)   To   print copies of the Service Catalogue
d)   To   provide information to IT staff
Review

Who negotiates Service Level Agreements
within eHealth?
a)   Service Desk Analysts
b)   Director of Operations
c)   Chief Executive Officer
d)   Customer Service Managers
SERVICE TRANSITION
Service Transition Stage
                                 Service Transition


Overview

 CONTROLLED transition of new & changed IT
 services into operation
 Predicted cost, quality & time estimates
 Minimal impact on production
 Proper use of the services
 Align transition plans with the business

   Service Design
                    Transition     Operation
      Package
                                 Service Transition


Key Processes

 Change Management
 Service Asset & Configuration Management
 Release & Deployment Management
 Transition Planning & Support
 Service Validation & Testing
 Evaluation
 Knowledge Mgmt
                                                         Service Transition


Processes Overview



     Oversee management of organization & stakeholder change

               Service Transition Planning & Support




              Service Validation, Testing & Evaluation

                     Knowledge Management
                                    Service Transition


Change Management

Ensure change happens in a controlled manner

                       Evaluate      Authorize
Record




                                          Test
  Prioritize                 Plan




                                    Document
               Implement

                                                    CAB
                                 Service Transition


Service Asset & Configuration Mgmt

 Track & report the value & ownership of IT
 assets
 Maintain information about IT components,
 including the relationships between them
                                          Service Transition


Service Asset & Configuration Mgmt

 Configuration Item (CI)
    IT component (services, hardware, software,
     buildings, people, documentation)
 Configuration Management Database (CMDB)
    Stores configuration records about the attributes of
     CI’s (including relationships)




 Serial #
 Model #
 Location

                                                       eHealth
                                            Service Transition


Service Asset & Configuration Mgmt
 Configuration Management System (CMS)
 Provides reliable, quick, & easy access to accurate
 configuration information & is updated as & when
 changes are implemented
                HR                            Asset
             Database                        Database




                           CMS Interface




        Known Error      Incident Control          CMDB
         Database            System
                                                            SDE
                                      Service Transition


Release & Deployment Management

 Ensure the correct components are
 released into the live environment
 Plan & oversee the rollout
 Definitive Media Library (DML)
  One or more locations in which approved
   versions of software Configuration Items are
   securely stored
  Only software from the DML is acceptable for
   use in a release
                                                               Service Transition


 Interconnection
Change Management
  Record                                      Coordinate
                Assess     Approve/Reject                      Review     Close
  Change                                       Change
                Change        Change                           Change    Change
  Request                                   Implementation




                                            Release & deploy
                                             New/changed
                                                  CI’s



Configuration Management
               Identify                                                   Check
  Reports &                   Update            Capture        Audit
               Affected                                                  Records
   Audits                     Records          Baselines       Items
                Items                                                    Updated




                    Configuration Management System (CMS)
                                   Service Transition


Transition Planning & Support

 Plan & coordinate resources to ensure that
 the requirement of Service Strategy
 encoded in Service Design are effectively
 realized in Service Operations
 Identify, manage & control the risks of
 failure & disruption across transition
 activities
 Can improve a service provider’s ability to
 handle high volumes of change & releases

                                                   T2P
                                            Service Transition


Service Validation & Testing

 Provides objective evidence that the
 new/changed service supports the business
 requirements including the agreed Service
 Level Agreements
 The service is tested against the utilities &
 warranties set out in the service design
 package
   Functionality, availability, continuity, security, etc
                                         Service Transition


Evaluation

 Ensures the service will be useful to the
 business & will continue to be relevant
 Addresses
   Relevance of service design
   Transition approach
   Suitability of the new/changed service for the
    actual operational environments
                                      Service Transition


Knowledge Management

 Ensures that the right person has the right
 knowledge at the right time to deliver &
 support the services required by the business
 Service Knowledge Mgmt System (SKMS)
  Encloses huge quantity of data that constitutes
   knowledge
  Supported by CMS & CMDB but is much broader
 Better knowledge = better decisions
                                      Service Transition


Knowledge Management

              Service Knowledge
          Management System (SKMS)



           Configuration Management
                 System (CMS)


             Service Knowledge
         Management System (SKMS)
           Configuration Management
               Databases (CMDB)
                                       Service Transition


Service Transition within eHealth

 Have
   Change management in the form of change
    control
   Service Transition - transition planning &
    support (formerly T2P)
 Working on
   CMDB
   Knowledge Management
                    Requirements
                                       The Business / Customers


                     Service           Strategies           Policies
                                                                                 Resources &        Service Level
                                                                                  Constraints         Packages
                     Strategy


                          Service             Solution
                                                                 Architectures         Standards
                                                                                                      Service Design
                          Design              Designs                                                   Packages
Service Portfolio




                               Service              Transition              Tested               Service Knowledge
                              Transition              Plans                Solutions            Management System
SERVICE OPERATION
Service Operation Stage
                                     Service Operation


Overview

 Deliver agreed levels of service to users
 Manage applications, technology &
 infrastructure that support the services
 Only stage that actually delivers value to
 the customer
 Great design is worth little if it cannot be
 delivered
                                           Service Operation


Balancing Act
IT vs. Business View
Quality vs. Cost
Stability vs. Responsiveness
Reactive vs. Proactive


                 IT            Business
                               Respons-
              Stability
               Quality
              Reactive            Cost
                               Proactive
                View              View
                                iveness
                             Service Operation


Common Activities

 Server Management
 Network Management
 Storage & Archive
 Database Administration
 Account Management
 Desktop Management
 Internet / Web Management
                       Service Operation


Key Processes

 Incident Management
 Request Fulfillment
 Problem Management
 Event Management
 Access Management
                                         Service Operation


Incident Management

 Incident - an unplanned interruption or a
 reduction in the quality of an IT Service
  Printer in ER is not working
  User cannot log in to a clinical system
 Purpose of Incident Management is to
  Restore normal service as quickly as possible
  Minimize adverse impact on business operations
                                       Service Operation


Incident Management

 Incidents are
  Categorized - who should work on them
  Prioritized (P1-P4) - impact + urgency
 Incidents that cannot be resolved within
 service level parameters are escalated
  Technical support +/or mgmt
 A tool is essential to record & manage
 Incident information
  eHealth uses Service Desk Express
                                        Service Operation


Request Fulfillment

 Service request - a user request for
 information, advice, or a Standard Change
 Request fulfillment deals with these requests
 Can include self service solutions
 All requests should be logged & tracked
   eHealth uses Service Desk Express
                                      Service Operation


Problem Management

 Problem - root cause of one or more Incidents
 Problem management includes
  Diagnosing causes of Incidents
  Determining resolution
  Ensuring the resolution is implemented
   (where appropriate)
  Maintaining information about Problems,
   workarounds & resolutions
                                   Service Operation


Problem Management

 Workaround – reducing or eliminating the
 impact of an Incident/Problem for which a full
 resolution is not yet available
 Known Error – a Problem that has a
 documented root cause & a workaround
 Known Error Database – database containing
 all the Known Error records
                                 Service Operation


Incident & Problem Management

 Incident Management – restoring service
 Problem Management – root cause
                                                 Service Operation


Incident & Problem Scenario
Customer        Service Desk Analyst




Can’t print &   1) Creates ticket &        4) Changes default printer
calls the          classifies it as an        so that customer can
Service Desk       Incident                   print to another printer
                                              (workaround)
                2) Checks the Known
                   Error Database but      5) Closes the Incident
                   does not find a match   6) Creates a Problem
                3) Troubleshoots without      record & relates the
                   success                    Incident to it
                                                        Service Operation


Incident & Problem Scenario
L2 Support




1) Investigates the printer Problem & finds that a patch is required from
   the vendor
2) Documents root cause & workaround in Known Error Database
                                                    Service Operation


Incident & Problem Scenario
Customer         Service Desk Analyst




Can’t print to   1) Creates ticket & classifies it as an Incident
same printer &
                 2) Sees that this is a Known Error & immediately
calls the
                    applies the workaround
Service Desk
                 3) Relates the Incident to the Problem record
                 4) Closes the Incident
                                    Service Operation


Incident & Problem Scenario
PATCH RECEIVED FROM VENDOR


  Patch is applied to the printer & tested
  Affected customers are notified that they
  can now use the printer
  Problem record is closed
                                         Service Operation


Event

 Alert or notification created by any IT service
   Something not functioning properly
   Routine intervention
   Normal activity
 May lead to an Incident, Problem or change
 or simply be logged
 Response may be automated or require
 manual intervention
                                        Service Operation


Event Management

 Provides the ability to
  Detect events
  Make sense of them
  Determine if the appropriate control action
   has been provided
                                   Service Operation


Access Management

 Make sure that the policies & actions defined in
 Security & Availability Management are
 executed appropriately
  Grant access to services
  Log & track access
  Remove/modify rights
                                 Service Operation


Function

 Specialized organizational units
 Carry out one or more processes or
 activities
 Include people & tools
   Departments, groups, teams
                                                Service Operation


Functions within Service Operation
 Service Desk
   Single point of contact for IT users
   Deal with a variety of service events

 IT Operations Management
   Daily operational activities needed to manage the IT
    Infrastructure (data centers, recovery sites, etc.)

 Technical & Application Management
   Plan, implement & maintain a stable technical infrastructure
   Support & maintain operational applications
   Play an important role in the design, testing, &
    improvement of applications that form part of IT Services
                           Service Operation


Functions within Service Operation
                    Requirements
                                        The Business / Customers


                     Service            Strategies            Policies
                                                                                   Resources &        Service Level
                                                                                    Constraints         Packages
                     Strategy


                          Service               Solution
                                                                   Architectures         Standards
                                                                                                        Service Design
                          Design                Designs                                                   Packages
Service Portfolio




                               Service                Transition              Tested               Service Knowledge
                              Transition                Plans                Solutions            Management System




                                     Service               Operational             Operational
                                    Operation                Plans                  Services
Review

Where could a Service Desk analyst look to see
which servers are undergoing maintenance?
a)   Service Level Agreement
b)   Configuration Management Database
c)   Service Design Package
d)   Known Error Database
Review

What is usually NOT an activity of the Service
Desk?
a)   Handling service requests
b)   Handling customer complaints
c)   Tracing the underlying cause of Incidents
d)   Providing information on products & services
Review

How does Problem Management support
Service Desk activities?
a) It resolves serious Incidents
b) It makes information on a Known Error
   available to the Service Desk
c) It studies all Incidents resolved by
   the Service Desk
d) It communicates the resolution directly
   to the user
Review

Which of the following is NOT an objective of
Service Operation?
a) Thorough testing to ensure services meet
   business needs
b) Deliver & manage IT services
c) Manage technology used to deliver services
d) Monitor performance of technology &
   processes
Review

Incident Management provides value to the
business by…
a) helping to control infrastructure costs of
   adding new technology.
b) enabling users to resolve Problems.
c) reducing the impact of service outages.
d) helping to align people & process for the
   delivery of service.
Review

What is the difference between a Problem & a
Known Error?
a) A Known Error is always the result of an Incident, a
   Problem is not
b) There is no real difference between them
c) In the case of a Known Error, there is a fault in the
   infrastructure, with a Problem there is not
d) In the case of a Known Error, the underlying cause of
   the Problem is known
Review

Which of the following statements are correct
with regards to the Service Desk?
i) It is a function that provides a means of
    communication between IT & its users.
ii) It is always the owner of the Incident Mgmt process.
a)   i only
b)   ii only
c)   Both of the above
d)   Neither of the above
Review

The objective of the Change Management
process is most accurately described as…
a) Ensuring that all Changes to IT infrastructure are
   managed efficiently & effectively.
b) Ensuring that all Changes have appropriate back-out
   plans in the event of failure.
c) Ensuring that all Changes are recorded, managed,
   tested & implemented in a controlled manner.
d) Protecting services by not allowing Changes to be
   made.
Review

Which tool does eHealth use to record &
manage Incident information?
a)   Clarity
b)   Service Desk Express
c)   EDIS
d)   RIS/PACS
CONTINUAL SERVICE IMPROVEMENT
Continual Service Improvement Stage
                           Continual Service Improvement


Overview

 Create & maintain value for customers
 through continual evaluation & improvement
  Better design, introduction & operation of services
  Continually align & re-align IT services to the
   changing business needs
 To be successful, CSI needs to become routine
  Not just when something has failed
                                           Continual Service Improvement

Service Strategy
Service Strategy
                                                   Feedback: Lessons
                   Feedback: Lessons                    Learned
                        Learned

                                                                       Feedback: Lessons
                                                                            Learned
                   Service Design
                   Service Design


                                 Feedback: Lessons
                                      Learned



                                         Service Transition
                                         Service Transition



                                                             Feedback: Lessons
                                                                  Learned


                                                                  Service Operation
                                                                  Service Operation




                     Continual Service Improvement
                       Continual Service Improvement
                       Activities in the Service Lifecycle
                                                                    Continual Service Improvement


CSI Model
 HOW DO WE KEEP THE MOMENTUM GOING?



                                       Where do we want to be or             High Level Business
                                         What is the Vision?                 Objectives & Goals

                                                                             Process Maturity &
                                          Where are we now?                 Baseline Assessments


                                        Where do we want to be?               Measurable Targets


                                      How do we get where we want              Process/Service
                                                to be?                          Improvement


                                      How do we know we made it             Metrics & Measurements
                                               there?
                            Continual Service Improvement


Dr. W. Edwards Deming
 Father of modern quality control
 American statistician & professor
 Significant contribution to Japan’s
 high-quality products & economic
 power
 Proposed the Deming Cycle for
 quality improvement

                                            1900 - 1993
                                             Continual Service Improvement


                 Deming Cycle
                                                 Plan - Project Plan
                                                 Do - Project
                                                 Check - Audit
                                                 Act - New Actions
Maturity Level




                                                                             Business
                                                                                 IT
                                                                             Alignment
                          ACT   PLAN

                        CHECK   DO
                                                                       Effective Quality
                                                                       Improvement

                                            Consolidation of the Level Reached
                                               i.e. ISO 20000 or Quality Standards


                                     Time
                       Continual Service Improvement


Service Improvement Plan (SIP)

A formal plan to implement improvements
to a process or IT Service
                     Continual Service Improvement


Key Processes

 7-Step Improvement Process
 Service Measurement
 Service Reporting
                                      Continual Service Improvement


7-Step Improvement Process

                                            1
                       Identify                 Define what
                       • Vision                  should be
                       • Goals                   measured




7                                                             2
    Implement                                                     Define what
     corrective                                                     you can
       action                                                      measure


                                    Goals




6    Present &
    use the info                                              3     Gather
                                                                     data




                   5      Analyze
                           data             4     Process
                                                   Data
                        Continual Service Improvement


Service Measurement

There are 4 basic reasons to measure:
  VALIDATE previous decisions
  DIRECT activities to meet targets
  JUSTIFY that a course of action is required
  INTERVENE & take corrective action
                        Continual Service Improvement


Service Reporting

Present relevant data to the business:
  Past period’s performance
  Events that continue to be a threat going
  forward
  How IT intends to deal with such threats
                    Requirements
                                        The Business / Customers


                     Service            Strategies            Policies
                                                                                   Resources &        Service Level
                                                                                    Constraints         Packages
                     Strategy


                          Service               Solution
                                                                   Architectures         Standards
                                                                                                        Service Design
                          Design                Designs                                                   Packages
Service Portfolio




                               Service                Transition              Tested               Service Knowledge
                              Transition                Plans                Solutions            Management System




                                     Service               Operational             Operational
                                    Operation                Plans                  Services




                                        Continual
                                                                Improvement
                                         Service               Actions & Plans
                                      Improvement
REVIEW
Review

 Handout
 15 minutes
 Fill in the Blanks
    Problem
    Service Design Package
                               event
Capabilities

                                 utility
                                       Service Level Agreement
   workaround

   function

                             Definitive Media Library
   Incident
Short Answer

 What are the 4 P’s of Service Design?
   People, products, processes, partners
 List 3 reasons why eHealth should adopt ITIL.
   Increased customer satisfaction
   Improved service availability
   Financial savings
   Improved time to market for new services
   Improved decision making
   Common & consistent language
Short Answer
Draw a diagram that illustrates the relationship
between the Service Portfolio & the Service
Catalogue.



                                                       Service
      Published            Service Catalogue           Portfolio
             to   (Live or available for deployment)   (complete
     customers                                         set of
                                                       services)
Short Answer

  Explain the main difference between Incident
  Management & Problem Management.
   Incident Mgmt is concerned with restoration of
    service while Problem Mgmt is concerned with
    root cause.
  Provide an example that illustrates the
  difference between utility & warranty.
Matching
           C
           D
           A
           C

           B
           B
           E
           D
           B
           A
Matching
           B
           C

           A
           C
           B
           E
           D
           C
           C
           D

				
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