Business of IT - Applications – C846 PDF

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notes from whole class. Very helpful....

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Business of IT - Applications – C846 Chapter 1: Introduction

Chapter 2: Key Concepts of service management Value and value co-creation Value - Perceived benefits, usefulness and importance of something Co-creation value- colab to make value Organization, service providers, service consumers, and other stakeholders Types of organizations ❖ Organizations ❖ Service providers ❖ Service consumers ➢ Customer/Consumer - defines service requirements and takes responsibility for the outcome of service consumption ➢ User - uses services ➢ Sponsor - pays for it ❖ Other stakeholders Product, service, and service relationships Products - designed in consideration of a number of target consumer groups. The product is thus tailored to users and to meet their needs. Service offer - Formal description of one or more service designed to address the needs of its target consumer, and may include goods, access to resources and service actions Service Relationships: ❖ Service provisions - org engages in to provide services ❖ Service consumption - org uses services ❖ Service relationship management - both provider and consumer engage in to have co-value More about value, outcome, cost, and risk Output - deliverable Outcomes - a result -- as perceived by the stakeholder -- that is enabled by one or more outputs. Cost - is the amount of money spent on a specific activity or resource

Risk - is a possible event that could cause harm or loss, or make the achievement of objectives more difficult Utility - is the functionality offered by a product or service to meet a particular need Warranty - is assurance that a product or service meets agreed-upon requirements.

Chapter 3: Four Dimensions of service management 1. Organizations & people a. People factors: i. Roles and responsibilities ii. Formal organizational structures iii. Culture iv. Staffing and competence 2. Partners and suppliers a. Strategic focus - focus on core/ outsource everything else b. Corporate culture - history of one approach c. Cost concerns - decisions based on the perception of the economy d. Subject-matter expertise - experts are better than inhouse bimbos e. External constraint - govt reg, political, social, political, industry code f. Demand patterns - our supply is affected by their demand 3. Value streams & processes a. Value stream - a series of steps undertaken by an organization to create and deliver products and services to consumers. it is implemented as a combination of the organization's value chain activities. b. Process - is a set of interrelated or interacting activities that transform inputs into outputs. Defines the sequence of actions and their dependencies. 4. Technology

Chapter 4: The ITIL service value system Service value system (SVS) - how components and activities of an organization interact to create value through IT-enabled services SVS Key inputs: ❖ Opportunity ❖ Demand SVS key outputs: ❖ Value SVS components: ❖ Guiding principles - is a recommendation that doesn’t change with circumstances ➢ Focus on value ■ “all activities conducted by an organization should link back to value for its customers, stakeholders, self” ➢ Start where you are ■ “consider what is available instead of what starting from scratch” ➢ Progress iteratively with feedback ■ “resist the temptation to do everything at once. Instead decompose” ➢ Collaborate and promote visibility -

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■ “When initiatives involve the right people in their correct roles, efforts benefit from better buy-in, more relevance, and increased likelihood of long-term success” ➢ Think and work holistically ■ “no service, process, department, or supplier stands alone” ➢ Keep it simple and practical ■ Always use the minimum number of steps necessary to accomplish an objective. ■ no value = eliminate it ■ Practical solutions deliver valuable results ➢ Optimize and automate ■ Organizations must maximize the value of the work carried out by their human and technical resources. To achieve this organizations should streamline activities and automate work, so that minimal human intervention is required Governance ➢ Evaluation ➢ Direction ➢ Monitoring Service value chain - transform inputs into outputs 1. Plan - ensure a shared understanding of a the vision, current status, and improvement direction for all four dimensions of service management, and all products and services throughout the organization 2. Improve - ensure continual improvement of products, services and practices across all value chain activities and 4 dimensions of service management 3. Engage - provide a good understand of stakeholders needs, transparency, and continual engagement and good relations w/ stakeholders 4. Design and transition - ensure that products and services continually meet stakeholders expectations for quality, costs, and time to market 5. Obtain/build - ensure that service components are available when and where they are needed, and that they meet agreed specifications 6. Deliver and support - ensure that services are delivered and supported according to agreed specifications and stakeholders’ expectations Practices Continual improvement

❖ Organizational resilience - ability to anticipate, prepare for, respond to, and adapt to incremental changes and sudden disruptions as external conditions change.

Chapter 6: ITIL management practices ● General management practices ○ Information security management ■ protect the information needed by the organization to conduct its business ○ Continual improvement ■ Align the organization’s practices and services with changing business needs through the ongoing improvement of products, services, and practices or any element involved in the management of products ○ Relationship management ■ Establish & nurture links between the organization and its stakeholders at strategic and tactical levels ○ Supplier management ■ Ensure that suppliers and their performances are managed appropriately to support the seamless provision of quality products and services. ● Service management practices ○ Availability management ■ The ability of an IT service or other configuration item to perform its agreed function when required ● Mean time between failures (MTBF): how often it fails ● Mean time to restore (MTRS): how long till back up again

○ Capacity and performance management ■ Ensure that services achieve agreed and expected performance, satisfying current and future demand in a cost effective way ○ Change control ■ Maximize the number of successful services and product changes by ensuring that risk are properly assessed, authorizing changes to proceed, and managing the change schedule ○ Incident Management ■ minimize the negative impact of incident by resting normal service operations as quickly as possible ○ IT asset management ■ plan and manage the full life cycle of all IT assets ○ Monitoring and event management ■ to practice: systematically observe services and components//Record and report selected changes of state identified as events//Identify and prioritize infastrute services, business processes, and information security events//Establish the appropriate to those events, including to conditions that could lead to potential faults or incidents ● Informational event - no action just analyze ● Warning events - allows action to be taken before negative impact ● Exception events - Required action even though business impact may not have been experienced ○ Problem management ■ Reduce the likelihood and impact of incident by identifying actual and potential causes of incidents//manage workaround and known errors ● Problem - cause of one or more incidents ● Known error - is a problem that has been analyzed not solved ○ Release management ■ Make changers available ○ Service configuration management ■ Ensure that accurate and reliable information about the configuration of services is available ○ Service continuity management ■ Ensure that the availability and performance of a service are maintained at the sufficient level in case of disaster ○ Service desk ■ Is to capture demand for incident resolution and service request. ○ Service-level management ■ Set clear targets for service levels and to ensure that delivery of service is properly assessed monitored and managed against these targets ● Service level - KPI ○ Service request management ■ Support the agreed quality of a service by handling all predefined, user-initiated service requests in an effective and user-friendly manner ● Technical management practices ○ Deployment management ■ Move new/changed hardware,software, documentation, processes, or any other components to live environments

If something fails to provide value or produce a useful outcome -- eliminate it When a measure becomes a target, it ceases to be a good measure...