Vladimír Vágner
27.2.2017
IT Service Management PV203
About the lecturer
• Ing. Vladimír Vágner, M.B.A.
• Graduated – Vysoká Škola Báňská, Ostrava 1987
• Career
- Steel Production Operations manage
- IT manager
- AT&T – The Complex Solutions Team Mngr
- Hewlett-Packard – The European Configuration Center Manager
- IBM CIC CE - IT Service Management Manager
- IBM CIC CE – The Solution Manager – Cross Competencies
Contact :
• E-mail : vladimir_vagner@cz.ibm.com
• Cell phone: 733 149 161
Table of the course content
• Introduction IT Service Management
• IT Services Delivery, IT Services Outsourcing
• ITIL in Practice*
• End User Services – Service Desk*
• IT Service Management & Technology*
• The workshop/service delivery center site visit
• Future of the ITSM
3
Lessons marked with asterisk will be delivered by colleagues from IBM CIC Brno
Logistics - start at 18:00, 15’ break at 18:45, end …
4
Feb Mar Apr May
6. vv 3. PH
13. JS 10. CIC visit 15. vv
20. JK 22.
27. vv 27. 24. CIC visit
“Home work”
• individual work
• subject – “ITSM in practice”
• 2 pages max
• the instructions will be announced by March 15th
(basic situation description, the required output
definition)
• result contributes to the exam completion
• the best work(s) will be rewarded
Exam
5
Test containing
a) 15 questions with unique answer options (only 1 is correct)
b) 5 questions with more than one correct answers possibilities (tick-off
boxes)
c) 3 questions with free form answers
d) The home work submission is the mandatory part of the exam (the
condition of success)
a) + b) + c) - weights 70%
d) - weights 30%
6
ITSM resources :
Available at the course information on
class page at IS MU
• Feel free to interrupt me and ask questions
• Feel free to come and leave at any time
What is it - ITSM? IT Service Management
 Serious topic – no jokes on Google, no funny short movies on YouTube, no Dilbert’s strips.
 “IT Service … hmm – that handsome guy who fixed the computer and printer in my office last
Wednesday?”
 “Tech-support call center somewhere in India.”
 New series of The IT Crowd?
 ….
7
 ITSM is the strategic approach to managing information technology within the organization
and delivering services to customers. You might be completely unaware of the term, yet if
you have IT systems in your organizations, then you are nevertheless performing ITSM.
 Examples of ITSM: resolving incidents or disruptions to get your business back to fully
functional, budgeting and carrying through organizational change, monitoring software
compliance, or any other technical necessity your business needs. But also hiring
professionals, education of staff, security measures deployment, auditing of the standards,
… and much more
 Sound familiar? We all do ITSM…even some of us not in IT.
What is
service?
A service is essentially a means of delivering value
to customers. This is done by facilitating outcomes
that customers want to achieve without the
ownership of specific costs and risks.
What is Service
management?
Service management is a set of specialised
organisational capabilities for providing value to
customers in the form of services.
Processes
Functions
Activities
Roles
IT Service Management is a general term that
describes a strategic approach for designing,
delivering, managing and improving the way
information technology (IT) is used within an
organization. The goal of every IT Service
Management framework is to ensure that the right
processes, people and technology are in place so
that the organization can meet its business goals.
What is IT
Service
Management?
Service management is what enables a service
provider to:
• understand the services that they are providing from both a
consumer and provider perspective;
• ensure that the services really do facilitate the outcomes
that their customers want to achieve;
• understand the value of those services to their customers
and hence their relative importance;
• understand and manage all of the costs and risks
associated with providing those services.
IT service management (ITSM) is what you do to
manage the services you deliver to your customers
Every organization should have the objective to achieve Level 4 of
the process maturity which enables the business highest
flexibility and efficiency.
STRATEGY
IMPROVEMENT DESIGN
TRANSITION12
Requirements
definition
Business
need
Design Evaluation
ProcurementDevelop, build
and test
Deployment
Retirement
Operation
Optimisation
13
14
The objective of the ITIL service management framework is to
provide guidance applicable to all types of organisations that
provide IT services to businesses, irrespective of their size,
complexity, or whether they are commercial service providers or
internal divisions of a business.
Enterprises operating in dynamic environments need to improve their
performance and maintain competitive advantage. Adopting practices
in industry-wide use can help to improve capability.
ITIL is not a standard in the formal sense but a framework which is a
source of good practice in service management. The standard for IT
service management (ITSM) is ISO/IEC 20000, which is aligned with,
but not dependent on, ITIL.
15
‘11
V3 updated
ITIL 2011 books grew
57% in weight and 46% in
number of pages due to
rewrite and redesign
(larger font).
ITSM
framework
people
processtools
ITSM as management discipline consists of 3 “independent” areas.
One Sentence Summary:
The Difference Between ITIL and ITSM is - ITSM is how you
manage the services you deliver to end users, and ITIL
teaches you the best practices for ITSM.
Whether services are being provided by an internal unit of the
organization or contracted to an external agency, all services
should be driven solely by business needs and judged by the
value that they provide to the organization.
19
20
When should you outsource?
High
High
Low
Low
Level of
Business
Change
Capability and Resources to Deliver
Outsource
Stay
inhouse
21
Outsourcing business
The outsourcing is the process of engaging the services of a
provider to manage essential tasks that would otherwise be
managed by in-house personnel.
Reason for
outsourcing
 Cost saving
 Focus on Core Business
 Access to Skills
 Access to Technology
 Flexibility
 Accountability
24
Outsourcing IT
 The concept "outsourcing" came from American Glossary 'outside resourcing' and
it dates back to at least 1981.
 The term itself is an artificial construction composed of the words “outside”,
“resource” and “using”
 IT/IS Outsourcing is the ITC operations, management and development
delegation
 0 – 1982 The proprietary solutions era
 1982 – 1999 The standard solutions era
 1999 – The outsourcing solutions era
26
From approx. 2005, the IT services outsourcing market was
beginning to show signs of maturing: growth was flattening
and margins were narrowing as new low-cost competitors
from India were proving themselves both nimble and
aggressive.
At the same time, clients looked to traditional vendors like
IBM to offer top value, but at competitive prices.
28
What shall we talk about next?
• IT Services delivery models
• The basic steps of the Managed Services Model
• Key levers to drive quality and productivity
• The future trends in IT Outsourcing – the final lecture
Questions?
See you in one week
30
 0 – 1982 The proprietary solutions era
Characteristics
 Mainframes and terminals
 Data centers to input, collect and store data
 Batch processing, internal applications development
“The Era of Fixed Costs”
 High costs of the application development and
maintenance
 High dependence on qualified and deficient labor force
 High availability costs
 The “Old delivery model”
• IT Organization centralized, no global operations => locally
outsourced
• EDS early 60s (1962- Collins Radio, 1963 – Frito-Lay) – IT
outsourcing “inventor” Ross Perot, the long-term
commercial facilities management contract
Companies would concentrate their energies on what
they did best, leaving the computing and data
processing tasks to EDS, who could do them more
efficiently and economically.
 1982 – 1999 The standard solutions era
Characteristics
 PC and PC Servers
 Standard interactive aplications
 Data entered by single users
“The Era of Internal and external cost (variable and fixed costs)”
 High investment to HW a SW
 Low return on investment (ROI)
 High availability and security costs
 1999 – The outsourcing solutions era
Characteristics
 HW independence (shared data centers)
 Standard services introduction
 Distributed infrastructure
“The External costs (variable costs) era”
 Variable costs only – pay for “delivery”
 Independence on qualified and deficient labor force
 High availability and security
34
BISL = Business
Information
Services Library
BISL is an independent public domain
library for the implementation of business
information management. The library
consists of publications describing the
process framework for business information
management and a large number of best
practices, white papers, articles and
presentations. The library is promoted and
supported by the ASL BiSL Foundation.
http://aslbislfoundation.org/