Fast recovery: (HOT standby) Recovery within 24 hours.
Intermediate recovery: Service is available in parallel setup, mirroring load balancing.
Gradual recovery: Cold standby Recovery within 3 days (more than 24 hours).
SPM is managing all services across the organisation.
Define > Business requirement
Analyse > Plan
Approve > Get approvals
Charter > Deploy
Service portfolio contains all services ( In pipeline/Catalogue/Retired ).
Process is a set of activates designed to achieve a definite objective.
Input >> Process >> output.
Process is closed loop.
How fast service can be restore after failure.
MTRS Mean time to restore service.
MTRS =Total downtime in hours /Number of service breaks
Role is a set of connected behaviors or connected actions performed by team or group or person person.
Business Relationship Manager (BRM): BRMs establish a strong business relationship with the customer by understanding the customer’s business and their customer outcomes.
Product Manager (PM): PMs take responsibility for developing and Managing services across the life-cycle, and have responsibilities for Productive capacity.
Reliability define service run without interruption
MTBSI (Mean Time between Service Incidents)
MTBSI = Available time in hours /Number of breaks.
MTBF = Total downtime in hours /Number of breaks
Verified – person who checks whether the acceptance criteria have been met.
Sign off – give the sign off to the project.
How to implement services in production as per design services.
RACI Model clearly defines roles.
Responsible – Person responsible to get job done.
Accountable –person accountable for each task.
Consulted – people who are consulted.
Informed – People who are inform on the progress.
Continues evolution of service and identify ways to improve services.
Establish relationship with customers, understand customers and fulfil customers need.
Service portfolio –>Defines services provided by service provider across all Market and all customers.
Service Catalogue –>Is the sub set of Service portfolio .Services ready to offer to customer is listed in service catalogue.
Service Pipeline –>Is consist of services under development.
Design new or changed service for introduction in to live environment .
Type I >> Internal service provider.
Physically located in the organization which it serve.
Type II >> Shared services.
These are autonomous units in the organization like Finance HR.
Type III >> External service provider having specific expertise. Consolidate need and
Offer competitive price.
Service Management is trforming resources into valuable services.
Service strategy represents policies and objectives to achieve service goal.
To manage and control the process it should be monitor and measure.
Four metrics for performance measurement
How to design, develop and implement service management for organization is define under service strategy.
In service portfolio services which are not in use/outdated due to existing Internal/External constrain are called retired services.
Goal of capacity management is optimization of existing resources and planning future resources.
Review current capacity è Improve existing capacity è Assess new capacity Plan new capacity.
Availability Managements ensures level of service availability.
The goals of SLM as defined by ITIL are to maintain and improve IT service quality through a constant cycle of agreeing, monitoring, and reporting upon IT service achievements and instigation of actions to eradicate inadequate service in line with business or cost justification. Through these methods, a better relationship between IT and its Customers can be developed.
AAMIS contain
Service management is a set of specialized organizational capabilities for providing values in the form of service.
The act of trforming resources into services is the core of service management.
Perspective: Vision and direction
Pattern:Way of doing activates
Position:Basis on which the provider will compete
Plan:How to achieve the goal
SCM Process makes sure service catalogue is created, maintained and contain accurate information.
Scope
Set of services available to deliver to customer.
Service package contain
@Core Service package
Details description of core service.
@Service level package
Level of service offered Diamond gold silver.
How to design develop services and service management and converting service objective in to range of services.
Investment of some resource yielding a benefit to the investor.
Return on investment (%) = Net profit / Investment × 100
Customer – facing services
These services fascinate customer directly. These are core services .
Example HR services
Supporting services
Support customer services and not seen directly by costumer
Email service for HR.
Business service catalogue is as per customer view .It is maintain for each business unit.
Technical service catalogue contain information about all IT services.
SDP document contain all requirements through each stage of its lifecycle.
Four P’s of design
Initiation -> get requirement and plan -> implementation-> continuous improvement
Initiation -> define scope
Get requirement and plan-> BIA RA
Implementation -> develop/test/implement plan Continues improvement- > review Audit
Support the business continuity management process.
Ensure It services will be resumed within define time frame.
SCM Process makes sure service catalogue is created, maintained and contain accurate information.
Scope; Define the service.
Continuous Availability: design the service to get 100 % availability. This Service has no unplanned or planned downtime.
Fault Tolerance No interruption in service after the component fail.
In service strategy financial management covers budgeting accounting and charging requirements.
Budgeting >> Provide sufficient funds to run business Cost and income estimation .
Accounting >> provide management information on the cost. Cost analysis and reporting.
Charging >> providing funds by charging back to client.
Set of services available to deliver to customer.
Availability % = (Available service time –downtime) / Available service time
Time that the service functioned correctly expressed as a percentage the total time it has been agreed that the IT services are to be accessible to users.