Syllabus Service Desk – ITIL Service Management Table of Contents TOC \o “1-3” \h \z HYPERLINK \l “_Toc26606126” 1 Table of Contents PAGEREF _Toc26606126 \h 2 HYPERLINK \l “_Toc26606127” 2 IT Service Management PAGEREF _Toc26606127 \h 3 HYPERLINK \l “_Toc26606128” 2.1 Introduction into IT Service Management PAGEREF _Toc26606128 \h 3 HYPERLINK \l “_Toc26606129” 2.1.1 ITIL Service Management PAGEREF _Toc26606129 \h 4 HYPERLINK \l “_Toc26606130” 2.1.2 Business Alignment PAGEREF _Toc26606130 \h 5 HYPERLINK \l “_Toc26606131” 2.1.3 Processes PAGEREF _Toc26606131 \h 5 HYPERLINK \l “_Toc26606132” 2.1.4 Function version processed based PAGEREF _Toc26606132 \h 5 HYPERLINK \l “_Toc26606133” 3 ITIL PAGEREF _Toc26606133 \h 8 HYPERLINK \l “_Toc26606134” 3.1.1 History PAGEREF _Toc26606134 \h 8 HYPERLINK \l “_Toc26606135” 3.1.2 Groups involved PAGEREF _Toc26606135 \h 9 HYPERLINK \l “_Toc26606136” 4 Implementing ITIL Service Management PAGEREF _Toc26606136 \h 15 HYPERLINK \l “_Toc26606137” 4.1 Introduction PAGEREF _Toc26606137 \h 15 HYPERLINK \l “_Toc26606138” 4.2 Cultural change PAGEREF _Toc26606138 \h 15 HYPERLINK \l “_Toc26606139” 4.3 Some of the do’s and don’ts PAGEREF _Toc26606139 \h 16 HYPERLINK \l “_Toc26606140” 4.4 Further reading PAGEREF _Toc26606140 \h 16 HYPERLINK \l “_Toc26606141” 5 The ITIL Service Desk Process PAGEREF _Toc26606141 \h 17 HYPERLINK \l “_Toc26606142” 5.1 Service Support Set PAGEREF _Toc26606142 \h 17 HYPERLINK \l “_Toc26606143” 5.1.1 Service Desk PAGEREF _Toc26606143 \h 17 HYPERLINK \l “_Toc26606144” 5.1.2 Incident Management PAGEREF _Toc26606144 \h 19 HYPERLINK \l “_Toc26606145” 6 Tools PAGEREF _Toc26606145 \h 20 HYPERLINK \l “_Toc26606146” 6.1.1 Type of tools PAGEREF _Toc26606146 \h 20 HYPERLINK \l “_Toc26606147” 6.1.2 The Cost of a Tool PAGEREF _Toc26606147 \h 20 — Today, with online service delivery, the IT component of the service delivery can be much stronger.
The way of delivering the service is IT based and therefore internal and external clients measure the performance of the IT group. Consistent service delivery is more important than the glimpse of brilliance every now and then.
The internal clients (business processes) and external clients need availability of the IT services and to be able to expect a consistent performance. IT Service Management is a means to enable the IT group to provide reliable Information Systems to meet the requirements of the business processes, irrespective of the way these services are delivered to the external customers.
This in turn enables the organisation to meet its Business Objectives. Definition: IT Service Management provides effective and efficient process driven management of the quality of IT services ITIL Service Management Any organisation that delivers IT services to their customers with a goal to support the business processes, needs some sort of structure to achieve that.
Historically, that structure was based around functions and technical capabilities.
Currently, with the ever-increasing speed of changes, and the need for flexibility that is no longer an option. That is why IT organisations are looking for alternatives: TQM processes and continuous improvement projects Cobit as a control mechanism CMM for control and structure in software (and system) development ITIL for operational and tactical management of service delivery Which framework, model or tool you use is heavily reliant on the company: ‘horses for causes’ is the adagio you need to keep in mind. For many IT organisations, ITIL is a very good way of managing service delivery and to perform the IT activities in end-to-end processes. Some of the Australian organisations that use ITIL Service Management as their management framework are: Financial Institutions: ANZ Bank Commonwealth Bank ING Bank Federal Government: Dept.
Of Defence (ACT) Australian bureau of Statistics Centrelink State Government: Dept.
Of Health (QLD) Dept.
Of Justice (VIC) Dept.
Of Main Roads Oil and Gas companies: — Advantages are: No boundaries, but interconnections Customer focused: what is the added value? Steering activities in stead of steering people Communication because it is useful (fulfilling the needs of the customer) Decision making is matching & customising IT service provision is a process ITIL The IT Infrastructure Library is a set of books with good practice processes on how to manage IT service delivery.
The library consists of the following books and CD-ROMs: Service Delivery Service Support Security Management The Business Perspective Applications Management ICT Infrastructure Management Planning to implement Service Management The Service Support, Service Delivery and Security Management books are regarded to be the core of the framework.
These books cover the processes you will need to delivery customer-focused IT services according to your customers’ needs, demands and wishes.
It helps the IT group to be flexible and reliable enough to ensure a consistent IT Service Delivery.
The other books in the library support the core processes. History During the late 1980’s the CCTA (Central Computer and Telecommunication Agency) in the UK started to work on what is now known as the Information Technology Infrastructure Library (ITIL). Large companies and government agencies in Europe adopted the framework very quickly in the early 1990’s and the ITIL framework has since become known as an industry best practice. ITIL has become the standard in delivering IT Services for all types of organisations.
Both government and non-government organisations benefit from the process driven approach, regardless of the size of the IT shop. ITIL is used globally; the majority of IT organisations in the following countries use it as their way of delivering IT services: UK The Netherlands Germany France USA South Africa Australia In 2000 the British Treasury set up the OGC – Office for Government Commerce – to deal with all commercial activities within the government.
This also includes all activities formerly done by CCTA (Central Computer and Telecommunications Agency).
Even though the CCTA no longer exists, we still mention it in this syllabus because they were the original developers of the ITIL framework. In 2000, Microsoft used ITIL as the basis of their Microsoft Operations Framework (MOF) to support the launch of their ‘Datacentre’ product. In 2001, ITIL version 2 was released with the Service Support Book and the Service Delivery book.
The other books (and CD-ROMs) are currently being published. Groups involved ITIL is a Public Domain framework, meaning that even though the copyright rests with OGC, every organisation can use the books to implement the processes in their own organisation.
This also supported the growth in the number of supporting services like training, tools and consultancy services.
The important part is that the framework is independent of any of the vendors. EXIN and ISEB are the examination bodies that organise and control the entire certification scheme.
They guarantee that the personal certification is fair and honest and independent from the organisations that delivered the course.
EXIN is based in the Netherlands and ISEB is part of the British Computer Society.
Both bodies give out accreditations for training organisations to guarantee a consistent level of quality in the course delivery. The personal certification is the only type of independent certification in regards to ITIL Service Management.
There is no independent tool certification or organisational certification (yet). People and organisations that wish to discuss their experience with ITIL Service Management implementation can become a member of the IT Service Management Forum.
The ITSMf should be independent, just like ISEB and EXIN, to stimulate the best practice component of ITIL and to support the sharing of ‘war stories’ and tips.
There is an ITSMf chapter in every country that is actively involved with ITIL Service Management. ? EXTRA READING (elective) Case study: Service Management implementation: British Telecom The Emergence of BT. British Telecom (BT) is an international private sector company operating in the field of telecommunications.
From 1912 telecommunications was as part of the Post Office, held in public ownership.
It was originally nationalised to ensure the provision of an integrated telegraphic and telephonic service .
British Telecom was split off from the Post Office in 1981 as a prelude to its own privatisation three years later.
The aim was to make it easier for the management of the two organisations to focus on the business strategies of their respective operations. Since 1981 BT has undergone major changes first with privatisation in 1984 and then because of Project Sovereign in the early 1990’s.
What follows concentrates on the build up to and changes associated with Project Sovereign from the late 1980’s.
It is arguable however that this represents some continuation of the earlier corporate restructuring that surrounded privatisation.
The climate for these changes continues to be shaped by several significant factors including: the development of new technology which has changed the nature of telecommunications work; the opening up of the market for telecommunications to competition and the requirement for BT to be able to exploit new international markets for information technology. BT no longer enjoys the monopoly it once had.
At home, competition from Mercury, the cable industry, and an increasing number of niche telephone operators is taking its toll.
For example, it is estimated that 40,000 customers v a month are being lost to the cable companies who offer cheaper calls, connections and rentals, as well as clearer lines and the advantages of new technology.
Cable firms claim to have won 470,000 customers in the three years since they were permitted to offer telephone services.
Internationally BT’s rivals, such as AT&T and France Telecom, are battling for the custom of the multinationals that want one supplier to service all their telecommunication needs. As well as new competitors such as Mercury and the cable companies who are attacking BT on price, the regulatory regime is also becoming harsher.
OFTEL have recently stated that prices on BT’s basic services must now be kept to 7.5% below the rate of inflation.
Although many of the same pressures affect BT’s rivals, BT argues that it suffers most because it maintains a network that runs the length and breadth of the UK. — Although all of this was now technically possible, some organisational problems remained as, in the past BT had relied on local expertise and each region had done things in a slightly different way.
CSS provided an infrastructure that was relatively tightly controlled in terms of what it allowed a manager to do.
However, in order to bring about some of the proposed new changes it would, in some senses, need to be even more tightly controlled as every region would now have to operate in the same way. The need to ensure consistency between regions lead to some dissatisfaction with the speed with which the system could be changed or modified.
In the past when the system needed to be changed or updated this could often be accommodated at a local level, now however, each change or update needed to be worked out and agreed across the whole of the national network. Implementing ITIL Service Management Introduction ITIL Service Management is something that impacts the entire IT organisation.
Implementing end-to-end processes can have a big impact on the way things are done and can initiate a lot of uncertainty and resistance with staff.
For these reasons, it is important to implement ITIL Service Management with a step-by-step approach that takes things slowly but steady. Developing ITIL processes is a fairly easy job to do… making sure everybody understands the processes and uses them is more difficult and requires serious planning. It is to be advised to use a project management approach to ITIL Service Management implementation and stay focused on the end result. Cultural change 10% of the implementation project will be about process design and the more instrumental things in organisational change; 90% will be about cultural change and personal motivation of staff to use the end-to-end processes as the better way to do business. People (YOU!) will feel vulnerable and out of control, the perfect breeding ground for resistance… know that it is coming and work with it. The most important thing in this stage of the ITIL implementation is to keep the focus on the reason why your organisation needs ITIL Service Management in the first place. Some of the do’s and don’ts DO: Perform a feasibility study first Use what is already good in the organisation Take it slowly Stay focused — Keep in mind that you are dealing with personal issues Keep communicating WHY your organisation needs this Measure your successes continuously Enjoy the milestones and share them with the IT group DON’T: Try to mature all the processes at the same time Start with a tool Start without management commitment and/or budget Force ITIL upon people ‘ITILISE’ your organisation, keep thinking… Rush, take your time to do it well ‘Do ITIL’ without a reason Blindly follow the herd Pretend you are a Greenfield site Further reading The OGC book: ‘Best Practice for Planning to Implement Service Management’. The ITIL Service Desk Process Service Support Set Service Desk The end-users need a single point of contact with the IT organisation as well.
The business users / end-users need IT services to improve the efficiency of their own business processes.
When they can’t use the IT services, they have trouble achieving their objectives. The Service Desk should be the single point of contact for all end-users.
This is where ALL questions, issues and requests are logged and recorded. The type of service Desk you need depends on the requirements of your customer base.
After all, they need to pay for the service! You can choose one of the skill levels: Call Centre Unskilled Service Desk Skilled Service Desk Expert Service Desk — © The Art of Service Pty Ltd 2002 ‘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.’ Further reading on ITIL: ITIL website: HYPERLINK “http://www.itil.co.uk” http://www.itil.co.uk OGC website: HYPERLINK “http://www.ogc.gov.uk” http://www.ogc.gov.uk Buy the ITIL books: HYPERLINK “http://www.artofservicedirect.com” www.artofservicedirect.com Examination boards: EXIN: http://www.exin-exams.com ISEB: HYPERLINK “http://www.bcs.org.uk/iseb/” http://www.bcs.org.uk/iseb/ ITIL Portal: HYPERLINK “http://www.itil-itsm-world.com/” http://www.itil-itsm-world.com/ Th Further reading on other models and frameworks: Cobit: HYPERLINK “http://www.isaca.org/cobit.htm” http://www.isaca.org/cobit.htm
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