Is ITIL : 4 INTRODUCTION_______________________ THE FOUR PERSPECTIVES ATTRIBUTES OF ITSM BENEFITS OF….

ITILIs ITIL : 4 INTRODUCTION_______________________ THE FOUR PERSPECTIVES ATTRIBUTES OF ITSM BENEFITS OF….

The evolution of managing SaaS Services in principles and practices provided by the best practices IT Service Management framework provides the more holistic guidance needed for an industry that continues to mature and develop at a rapid pace.

Many organizations and individuals who had previously struggled with their adoption and implementation of SaaS solutions will continue to find challenges in implementing a management framework as part of their approach for governance of their SaaS initiatives.

In light of this, the primary goal of this book is to provide the support materials needed to enable the understanding and application of the Service Management framework in a SaaS Solution.

This comprehensive book is designed as an easy reference that will walk you through the 5 Lifecycle critical steps you need to take to create a successful portfolio of SaaS IT Services.

In addition you will learn how to manage and refine your SaaS service portfolio as your company’s business evolves.

We hope you find this book to be a useful tool in your educational library and wish you well in your IT Service Management for SaaS career! © The Art of Service Pty Ltd 2008 ‘All of the information in this document is subject to copyright.

No part of this document may in any form or by any means (whether electronic or mechanical or otherwise) be copied, reproduced, stored in a retrieval system, transmitted or provided to any other person without the prior written permission of The Art of Service Pty Ltd, who owns the copyright.’ ITIL® is a Registered Community Trade Mark of OGC (Office of Government Commerce, London, UK), and is Registered in the U.S.

Patent and Trademark Office. SaaS Architecture, Adoption and Monetization of SaaS Projects using Best Practice Service Strategy, Service Design, Service Transition, Service Operation and Continual Service Improvement Processes 2 Contents FOREWORD____________________________ 1 1.1 1.2 1.3 1.4 2 3 3.1 3.2 4 4.1 4.2 4.2.1 4.2.2 4.3 4.3.1 4.3.2 4.3.3 4.3.4 4.4 4.5 5 5.1 5.2 5.3 5.3.1 5.3.2 5.3.3 5.3.4 5.3.5 5.3.6 5.3.7 5.3.8 5.4 INTRODUCTION_______________________ THE FOUR PERSPECTIVES (ATTRIBUTES) OF ITSM BENEFITS OF ITSM BUSINESS AND IT ALIGNMENT WHAT IS ITIL®? COMMON TERMINOLOGY_______________ THE SERVICE LIFECYCLE________________ MAPPING THE CONCEPTS OF ITIL® TO THE SERVICE LIFECYCLE HOW DOES THE SERVICE LIFECYCLE WORK? SERVICE STRATEGY____________________ OBJECTIVES MAJOR CONCEPTS CREATING SERVICE VALUE SERVICE PACKAGES AND SERVICE LEVEL PACKAGES SERVICE STRATEGY PROCESSES FINANCIAL MANAGEMENT FOR IT SERVICES SERVICE PORTFOLIO MANAGEMENT DEMAND MANAGEMENT IMPLEMENTATION SERVICE STRATEGY SUMMARY SERVICE STRATEGY SERVICE SCENARIO SERVICE DESIGN_____________________ OBJECTIVES MAJOR CONCEPTS SERVICE DESIGN PROCESSES SERVICE LEVEL MANAGEMENT CAPACITY MANAGEMENT AVAILABILITY MANAGEMENT IT SERVICE CONTINUITY MANAGEMENT INFORMATION SECURITY MANAGEMENT SUPPLIER MANAGEMENT SERVICE CATALOGUE MANAGEMENT IMPLEMENTATION SERVICE DESIGN SUMMARY 1 6 6 7 7 9 10 14 15 17 18 18 19 19 20 22 22 25 29 32 36 37 39 39 40 41 42 47 51 56 60 64 67 67 71 SaaS Architecture, Adoption and Monetization of SaaS Projects using Best Practice Service Strategy, Service Design, Service Transition, Service Operation and Continual Service Improvement Processes 3 73 75 75 76 78 78 80 85 92 97 98 102 103 104 104 105 107 108 111 113 115 116 117 119 124 128 129 129 129 130 130 131 131 131 132 5.5 6 6.1 6.2 6.3 6.3.1 6.3.2 6.3.3 6.3.4 6.3.5 6.3.6 6.4 6.5 7 7.1 7.2 7.3 7.3.1 7.3.2 7.3.3 7.3.4 7.4 7.4.1 7.4.2 7.4.3 7.4.4 7.4.5 7.4.6 SERVICE DESIGN SCENARIO SERVICE TRANSITION__________________ OBJECTIVES MAJOR CONCEPTS SERVICE TRANSITION PROCESSES KNOWLEDGE MANAGEMENT SERVICE ASSET AND CONFIGURATION MANAGEMENT CHANGE MANAGEMENT RELEASE AND DEPLOYMENT MANAGEMENT SERVICE VALIDATION AND TESTING IMPLEMENTATION SERVICE TRANSITION SUMMARY SERVICE TRANSITION SCENARIO SERVICE OPERATION_______________ OBJECTIVES MAJOR CONCEPTS SERVICE OPERATION FUNCTIONS THE SERVICE DESK TECHNICAL MANAGEMENT IT OPERATIONS MANAGEMENT APPLICATION MANAGEMENT SERVICE OPERATION PROCESSES EVENT MANAGEMENT INCIDENT MANAGEMENT PROBLEM MANAGEMENT REQUEST FULFILLMENT ACCESS MANAGEMENT IMPLEMENTATION MANAGING CHANGE IN SERVICE OPERATION CHANGE TRIGGERS CHANGE ASSESSMENT SERVICE OPERATION AND PROJECT MANAGEMENT ASSESSING AND MANAGING RISK IN SERVICE OPERATION OPERATIONAL STAFF IN SERVICE DESIGN AND TRANSITION PLANNING AND IMPLEMENTING SERVICE MANAGEMENT TECHNOLOGIES SaaS Architecture, Adoption and Monetization of SaaS Projects using Best Practice Service Strategy, Service Design, Service Transition, Service Operation and Continual Service Improvement Processes 4 — Figure 1.B below divides an organization into a number of supporting layers that work towards meeting a number of organizational goals.

These layers are communicated by the following: 1.

Organization (What are the key goals for the organization?) 2.

CORE Business Processes (These business processes enable the objectives above to be met) 3.

IT Service Organization (What IT Services are required to enable the effective and efficient execution of the business processes above?) 4.

IT Service Management (The focus here is on the ITIL® processes required for quality delivery and support of the IT Services above) 5.

IT Technical Activities (The actual technical activities required as part of the execution of the ITIL® processes above.

These are technology specific and as such not the focus of ITIL® or this document.

Example to illustrate business and IT alignment: Business: A fashion store What are some of your organization’s objectives or strategic goals? We want to make a lot of money $$$! We want to have a good image and reputation.

What Business Processes aide in achieving those objectives? Retail, marketing, buying, procurement, HR etc.

What IT Services are these business processes dependent on? Web site, email, automatic procurement system for buying products, Point of Sale Services We have ITSM in order to make sure the IT Services are: What we need (Service Level Management, Capacity Management etc) Available when we need it (Availability MGT, Incident MGT etc.) Provisioned cost-effectively (Financial MGT, Service Level MGT) Figure 1.B – Business and IT Alignment If we don’t manage the IT Services appropriately we cannot rely on these services to be available when we need.

If this occurs we cannot adequately support our business processes effectively and efficiently.

And therefore we cannot meet or support our overall organization’s objectives!!! SaaS Architecture, Adoption and Monetization of SaaS Projects using Best Practice Service Strategy, Service Design, Service Transition, Service Operation and Continual Service Improvement Processes 9 1.4 What is ITIL®? ITIL® stands for the Information Technology Infrastructure Library.

ITIL® is the international de facto management framework describing “best practices” for IT Service Management.

The ITIL® framework evolved from the UK government’s efforts during the 1980s to document how successful organizations approached service management.

By the early 1990s they had produced a large collection of books documenting the “best practices” for IT Service Management.

This library was eventually entitled the IT Infrastructure Library.

The Office of Government Commerce in the UK continues to operate as the trademark owner of ITIL®.

ITL has gone through several evolutions and was most recently refreshed with the release of version 3 in 2007.

Through these evolutions the scope of practices documented has increased in order to stay current with the continued maturity of the IT industry and meet the needs and requirements of the ITSM professional community.

ITL is only one of many sources for best practices, including those documented by: • Public frameworks (ITIL®, COBIT, CMMI etc.) • Standards (ISO 20 000, BS 15 000) • Proprietary knowledge of organizations and individuals Generally best practices are those formalized as a result of being successful in wideindustry use. Five volumes make up the IT Infrastructure Library (Version 3). • Service Strategy • Service Design • Service Transition • Service Operation • Continual Service Improvement SaaS Architecture, Adoption and Monetization of SaaS Projects using Best Practice Service Strategy, Service Design, Service Transition, Service Operation and Continual Service Improvement Processes 10 2 Common Terminology_______________ Critical to our ability to participate with and apply the concepts from the ITIL® framework is the need to be able to speak a common language with other IT staff, customers, end-users and other involved stakeholders.

This next section documents the important common terminology that is used throughout the ITIL® framework.

Terminology IT Service Management: Capabilities: Explanations A set of specialized organizational capabilities for providing value to customers in the form of services.

The ability of an organization, person, process, application, CI or IT service to carry out an activity. • The functions and processes utilized to manage services. • Capabilities are intangible assets of an organization and cannot be purchased, but must be developed and matured over time. • The ITSM set of organizational capabilities aims to enable the effective and efficient delivery of services to customers.

A generic term that includes IT Infrastructure, people, money or anything else that might help to deliver an IT service.

Resources are also considered to be tangible assets of an organization.

A set of coordinated activities combining and implementing resources and capabilities in order to produce an outcome and provide value to customers or stakeholders. • Processes are strategic assets when they create competitive advantage and market differentiation. • Processes may define roles, responsibilities, tools, management controls, policies, standards, guidelines, activities and work instructions if they are needed. Resources: Process:

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ITIL and Is ITIL : 4 INTRODUCTION_______________________ THE FOUR PERSPECTIVES ATTRIBUTES OF ITSM BENEFITS OF….

ITIL - Is ITIL : 4 INTRODUCTION_______________________ THE FOUR PERSPECTIVES ATTRIBUTES OF ITSM BENEFITS OF….

ITIL and Is ITIL : 4 INTRODUCTION_______________________ THE FOUR PERSPECTIVES ATTRIBUTES OF ITSM BENEFITS OF….

ITIL - Is ITIL : 4 INTRODUCTION_______________________ THE FOUR PERSPECTIVES ATTRIBUTES OF ITSM BENEFITS OF….