Transport and Telecommunication Vol.6, No 5, 2005 SERVICE LEVEL MANAGEMENT OF THE GERMAN AIR TRAFFIC CONTROL AN INTEGRAL PART OF THE ITIL PROCESS LANDSCAPE Jörg Kundler DFS, Deutsche Flugsicherung GmbH, Langen Am DFS-Campus 7, D-63225 Langen Tel.: +49 6103 707 2530; Fax: +49 6103 707 4596; e-mail: [email protected] Standard-based approaches to managing the complex IT environment have been rapidly embraced by the IT community.
The most popular framework being adopted is the IT Infrastructure Library (ITIL).
Originally developed by the British government in the late 1980s, ITIL is comprised of a growing series of publications that outline a process-based set of best practices for IT service and systems management.
ITIL promotes a quality approach to achieving business efficiency and effectiveness in the use of information systems.
ITIL best practices are applicable to all IT organizations, no matter what their size or what technology they use.
Today, ITIL is the world’s most widely accepted approach to IT service management.
The distinction between business process and IT process needs to be well defined and communicated.
The Service Level Management (SLM) is one of the important and integral parts of the ITIL Standard.
The goal of the SLM is to create IT-service modules from the customer point of view.
The problem of System Management is that operations are only described from the technical or system point of view.
Often the customer view is lost.
This problem becomes obvious when dealing with such specific systems as Air Traffic Control (ATC) services.
One of the decision-making approaches is discussed in this paper as a case study for DFS Deutsche Flugsicherung GmbH, which is the legal private company for the German ATC and navigation services.
The progressive introduction of the IT-Infrastructure Library (ITIL) process for the IT-System Management, has been planned since 2001.
For the DFS it was important to describe end-to-end services.
As example the service chain “Representation of Radar Information”.
A major point is not only to create the complete chain, but also to define the right criteria and measurement methods.
The SLM is responsible for the standardization and controlling of IT-Services.
The services have to plan and to fix in a special IT-contract.
One-success criteria for Service Provider and Customer are a long-term win-win connection.
The SLM has to be arranging the permanent monitoring and reporting for the agreed Service Level.
The tasks and goals are as follows: – Management of Customer Requirements for IT-Services; – To create, plan and optimise customer oriented IT-Services; – To maintain Service Modules and Service Catalogues; – Standardization of Service Level and Services; – Contract-Management, monitoring and reporting of Service Level Agreements.
A successful SLM has to equally focus on economical, technical and organizational Customer Requirements.
The most important success criterion of SLM is standardization.
Keywords: IT Infrastructure Library – ITIL, Service Management, Service Level Agreements THE ACTUAL SITUATION OF IT Often IT and its organization is technical oriented or is focused only on the system point of view.
Especially IT-organizations are often structured in such a way that they reflect technical purposes and products.
Due to the fact that Companies today depend on the availability of their IT-Systems, IT has to support all business processes.
This means that IT is a critical factor of the company success and its role on the market.
IT became a completely new mission for high tech companies and the requirements regarding IT have to be changed. 4 Transport and Telecommunication Vol.6, No 5, 2005 Business IT has to be more flexible and customer oriented.
IT has to move from a technical point of view into a services and customer oriented service organization.
This is a complete change of business culture.
The customer today is not interested in an IT product.
The customer requires an overall measurable IT service, maybe a complete end-to-end service.
SHORT INTRODUCTION INTO THE IT-INFRASTRUCTURE LIBRARY (ITIL) ITIL is a quasi standard for IT-System Management Processes.
The Central Computer and Telecommunications Agency (CCTA) set up ITIL.
The British Government set the task to create a new standard for public IT-departments.
ITIL is a protected label of the office of Government Commerce (OGC).
What is important is that ITIL is the Best Practice Standard, reflecting the experiences of IT System Management Processes.
ITIL is to be understood as an open guideline and a resource to arrange IT service processes, which are tailored for IT Service Management Processes.
ITIL is independent of Supplier or other industrial companies.
ITIL describes a common frame for all activities of an IT-organization.
These activities will be bundled into different processes.
Every process is responsible for a special task of the IT-organization.
This method for IT-management is independent from the structure of the IT-organization.
The main goal of ITL is to describe the ITService Processes and to set a standard in a systematic way.
The goals of ITIL are as follows: – Provision of a framework of best practices for the management of IT-services. – Implementation of methods for improvement of quality, performance and economy of ITorganizations. – To provide a higher degree of professionalism for employee and organization.
The use of the ITIL standard provides the IT-organization with the possibilities of automation and more flexible and customer oriented Services Processes.
ITIL is the basis for optimum and costefficiency. “ITIL has the goal to deliver IT-Services in a high quality”1.
Most IT-organization different ITIL processes can be found.
One goal of ITIL is to build a complete and integrated model of IT-processes, which are optimised and perfectly coordinated with each other.
All ITIL processes are in line.
The ITIL frame structure is shown in the following picture2: 1 2 It SMF page 37.
It SMF IT Service Management. 5 Transport and Telecommunication Vol.6, No 5, 2005 The ITIL Service Management Processes are divided into two core areas: – Service Support; – Service Delivery.
The Service Support processes concentrate on the support and realization of system management processes.
On this operational level, all processes for system operations are summarized.
The term Service Support describes the key practices of system management, like Service Desk, or Incident Management.
On the tactical level the Service Delivery processes describe the long-range planning and improvement processes of IT-Service performance.
They ensure that customer oriented service processes are fulfilled in detail and are executed in a structured way. Service Support Service Desk3 Incident Management Problem Management Configuration Management Change Management Release Management
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