ITIL® v3 výkladový slovník
Informační management VIKMA07
Mgr. Jan Matula, PhD.
jan.matula@fpf.slu.cz
IV. blok - pokračování
Utility and Warranty
From the customer’s perspective, value consists of two primary
elements:
• Utility - fitness for purpose
• Warranty - fitness for use
• Utility is what the customer gets, and warranty is how it is delivered.
Utility & Warranty
Value Creation through Resources &
Capabilities
• Capabilities are the organisation's ability to use these resources to
produce value for customers.
• Resources and capabilities are types of assets. Organisations use
them to create value in the form of goods and/or services.
"Customers do not buy services, they buy fulfilment of needs".
• Fulfilment of these needs provides value for the customer. Services
fulfil these needs creating value for the customer and the service
provider.
Service Portfolio Management
The purpose:
• to ensure that the service provider has the right mix of services
• tracks the investment in services throughout their lifecycle to ensure
that the appropriate returns are being achieved
Service Portfolio Management process (SPM) is an important part of
the ITIL framework as it ensures that any services (including the
resources used) that are listed within the Service Portfolio are aligned
with the Service Strategy, have a found business case, approved
funding and that risks and costs are managed.
Service Portfolio Management
Control which services are offered, under what conditions and at what level
of investment
Track the investment in services throughout their lifecycle, thus enabling the
organization to evaluate its strategy, as well as its ability to execute against
that strategy
The Service Portfolio is the complete set of services managed by a Service
Provider. It is used to manage the entire lifecycle of services and includes 3
components:
• Service Pipeline
• Service Catalogue
• Retired Services
Resources & Capabilities
The Service Pipeline: This contains all of the
future services that are proposed or in
development but not yet available to
customers.
• A customer requests a new service.
• The service provider’s strategy has
identified a new opportunity.
• A customer has identified a new business
opportunity that will require support
from IT.
• A business outcome is under-served by
current services.
• A new technology is available and has the
potential to create new business
opportunities.
Resources & Capabilities
The Service Catalogue: is a database or
structured document with information
about all live IT services
• Services that are performing well and
are popular are identified for
allocation of additional resources
• Services that are performing in an
acceptable manner but are either
inefficient or do not address all
aspects of the business requirements
• Services that are unused or
consistently performing poorly are
marked for retirement
Retired Services: Contains
decommissioned services that are no
longer in production, offered or
available in the live environment.
• The replacement service might not
meet all requirements, and it is
important to be able to fall back to the
previous service.
• When defining a new service some
functionality is available from a retired
service
• Regulatory requirements to maintain
archived data that can only be
accessed using the previous service.
Roles
The Product Manager
• Create business cases
• Plan new service development programs
• Evaluate market opportunities and customer needs
• is responsible for managing services as a product throughout their entire
service lifecycle.
Service Portfolio Owner
• is accountable and responsible for the Service Portfolio Management
Process.
• There can only be one owner of Service Portfolio Management or any
process for that matter and this person is an internal member of the IT
Service Provider team (not external).
Business Case
• One of the activities of Service Strategy is to build a Business Case
that gives a detailed analysis of the benefits and impact of any
proposed actions by IT Service Management (for example
implementing a new process or introducing a new service).
• A Business Case gives a detailed analysis of the benefits and impact of
change on the business.
• A business case is often used to justify significant expenditure by
including information about costs, benefits, available options, and
possible issues, risks and problems.
Risk Management
• Risk Definition - A possible event that could cause harm or loss, or
affect the ability of the business to achieve its objectives
• Risk Analysis - identification and assessment of the level of the risks
calculated from the assessed values of assets and the assessed levels
of threats to, and vulnerabilities (probabilities) of those assets.
• Risk Management - identification, selection and adoption of
countermeasures justified by the identified risks to assets in terms of
their potential impact upon services if failure occurs, and the
reduction of those risks to an acceptable level
The importance of the 4 P's for Service
Management
Implementing ITIL Service Management as a practice is about preparing
and planning the effective and efficient use of the four P's:
1) People
2) Processes – the IT Service Management processes
3) Products - services, technologies and tools
4) Partners - suppliers, manufacturers and vendors