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ITIL Service Design

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Описание

Contents

List of figures V 4.5 Capacity management 157

List of tables vii 4.6 IT service continuity management 179

4.7 Information security management 196

Foreword viii 4.8 Supplier management 207

Preface ix 5 Service design technology-related

activities 227

A cknowledgements X

5.1 Requirements engineering 229

1 Introduction 1 5.2 Management of data and

1.1 Overview 3 information ! 239

1.2 Context 5 5.3 Management of applications 244

1.3 ITIL in relation to other publications in the Best Management Practice 6 Organizing for service design 251

portfolio 7 6.1 Organizational development 253

1.4 Why is ITIL so successful? 9 6.2 Functions 253

1.5 Chapter summary 9 6.3 Roles 256

6.4 Responsibility model - RACI 270

2 Service management as a practice 11 6.5 Competence and training 270

2.1 Services and service management 13

2.2 Basic concepts 20 7 Technology considerations 273

2.3 Governance and management systems 25 7.1 Service design tools 275

2.4 The service lifecycle 28 7.2 Service management tools 277

3 Service design principles 33 8 Implementing service design 281

3.1 Service design basics 35 8.1 Business impact analysis 283

3.2 Service design goals 44 8.2 Service level requirements 283

3.3 Balanced design 44 8.3 Risks to the services and processes 284

3.4 Identifying service requirements 45 8.4 Implementing service design 284

3.5 Identifying and documenting 8.5 Measurement of service design 288

business requirements and drivers 47

9 Challenges, risks and critical

3.6 Design activities 48 success factors 291

3.7 Design aspects 49 9.1 Challenges 293

3.8 The subsequent design activities 71 9.2 Risks 294

3.9 Design constraints 72 9.3 Critical success factors and key

3.10 Service-oriented architecture 73 performance indicators 294

3.11 Service design models 74 Afterword 297

3.12 Service design inputs and outputs 82

Appendix A: The service design package 301

4 Service design processes 83

4.1 Design coordination 86 Appendix B: Service acceptance criteria 307

4.2 Service catalogue management 97

4.3 Service level management 106

4.4 Availability management 125

Appendix C: Process documentation Appendix K: Typical contents of a

template 311 recovery plan 351

C.1 Process framework 313 K.1 Generic recovery plan 353

Appendix D: Design and planning K.2 Supporting information 354

documents and their contents 315 K.3 Recovery procedure 356

D.1 Design and architectural documents Appendix L: Procurement documents 357

and standards 317

D.2 IT plans 317 Appendix M: Risk assessment and

management 361

Appendix E: Environmental M.1 Definition of risk and risk

architectures and standards 319 management 363

Appendix F: Sample service level M.2 Management of Risk (M_o_R) 363

agreement and operational M.3 ISO 31000 364

level agreement 325 M.4 ISO/IEC 27001 365

F.1 Sample service level agreement 327 M.5 Risk IT 366

F.2 Sample operational level agreement 330

Appendix N: Related guidance 369

Appendix G: Service catalogue example 333 N.1 ITIL guidance and web services 371

Appendix H: The service management N.2 Quality management system 371

process maturity framework 337 N.3 Risk management 372

H. 1 Initial (level 1) 339 N.4 Governance of IT 372

H.2 Repeatable (level 2) 339 N.5 COBIT 372

H.3 Defined (level 3) 340 N.6 ISO/IEC 20000 service management

H.4 Managed (level 4) 341 series 373

H.5 Optimizing (level 5) 341 N.7 Environmental management and

green/sustainable IT 373

Appendix I: Example of the contents N.8 ISO standards and publications for IT 374

of a statement of requirements N.9 ITIL and the OSI framework 374

and/or invitation to tender 343

N.10 Programme and project management 375

Appendix J: Typical contents of a N.11 Organizational change 375

capacity plan 347 N.12 Skills Framework for the Information

J.1 Introduction 349 Age 376

J.2 Management summary 349 N.13 Carnegie Mellon: CMMI and eSCM'

J.3 Business scenarios 349 framework 376

J.4 Scope and terms of reference of N.14 Balanced scorecard 376

the plan 349 N.15 Six Sigma 377

J.5 Methods used 349 Appendix O: Examples of inputs and

J.6 Assumptions made 349 outputs across the service lifecycle 379

J.7 Service summary 349

J.8 Resource summary 350 Abbreviations and glossary 383

J.9 Options for service improvement 350 Index 429

J.10 Costs forecast 350

J.11 Recommendations 350

List of figures

Figure 1.1 The ITIL service lifecycle 3

Figure 1.2 ITIL's relationship with other Best Management. Practice guides 8

Figure 2.1 Conversation about the definition and meaning of services 14

Figure 2.2 Logic of value creation through services 18

Figure 2.3 Sources of service management practice 19

Figure 2.4 Examples of capabilities and resources 21

Figure 2.5 Process model 21

Figure 2.6 The service portfolio arid its contents 24

Figure 2.7 Architectural layers of an SKMS 26

Figure 2.8 Plan-Do-Check-Act cycle 27

Figure 2.9 Integration across the service lifecycle 30

Figure 2.10 Continual service improvement and the service lifecycle 31

Figure 3.1 I l ie business change process 36

Figure 3.2 Scope of service design 37

Figure 3.3 The four Ps 40

Figure 3.4 Service composition 41

Figure 3.5 The IT steering/strategy group 43

Figure 3.6 . Project elements in a triangulated relationship 45

Figure 3.7 The service relationships and dependencies 46

Figure 3.8 Aligning new services to business requirements 50

figure 3.9 Enterprise architecture 56

Figure 3.10 Architectural relationships 58

Figure 3.11 Integrated business-driven technology management 62

Figure 3.12 Change management example: change authorization model 67

Figure 3.14 Design constraints driven by strategy 72

Figure 3.15 External influences on solution

design 73

Figure 4.1 Service design - the big picture 85

Figure 4.2 Design coordination activities 90

Figure 4.3 Types of service in a service

catalogue •" 100

Figure 4.4 A two-view.service catalogue , 102

Figure 4.5 A three-view service catalogue 103

Figure 4.6 The service level management

process 110

Figure 4.7 Multi-level SLAs 111

Figure 4.8 Availability terms and

measurements 130

Figure 4.9 The availability management

process 131

Figure 4.10 The expanded incident lifecycle 136

Figure 4.11 The structured approach to SFA 139

Figure 4.12 Relationship between levels of

availability and overall costs 142

Figure 4.13 Component failure impact analysis 146

Figure 4.14 Fault tree analysis - example 148

Figure 4.15 Risk assessment and management 149

Figure 4.16 Capacity management

sub-processes 162

Figure 4.17 Capacity management overview

with sub-processes 163

Figure 4.18 Capacity must support business

requirements 164

Figure 4.19 Capacity management takes

particular note of demand pattern 164

Figure 4.20 Ongoing iterative activities of

capacity management 168

Figure 4.21 Lifecycle of IT service continuity

management 181

Figure 4.22 Graphical representation of

business impacts 184

I [ security 199

Figure 4.24 Information security management process 202

Figure 4.25 Security controls for threats and incidents 203

Figure 4.26 Supplier management - roles and

interfaces 209

Figure 4.27 Supplier management process 214

Figure 4.28 Supplier categorization 216

Figure 5.1 Requirements - workshop techniques 232

Figure 6.1 Example of a service design organization structure for a small organization 255

Figure 6 2 Example of a service design organization structure for a large organization 256

Figure 7.1 Service management tool evaluation process 279

Figure 8.1 Implementation/continual service improvement approach 285

Figure 8.2 Cultural maturity assessment 286

Figure 8 3 Process maturity framework 287

Figure M.1 The Mio_R framework 364

Figure M.2 ISO 31000 risk management process flow 365

Figure M.3 ISACA Risk IT process framework 367