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Service management process maps
1.
CA Service Management Process
Maps Informed Decisions Fulfillment Approval (Financial, Compliance) Capture Info. Prevent and Eliminate Problems Record Resolve Monitor / Track Service Request (Incl. Self-Service) Access Request Verify Problem Control Known Errors Record Review/ Action Select Response Filter / Correlate Detect (Incl. Fault Detection) Raise Incident Investigate Diagnose Escalate Resolve/ Recover Work Around Restore Service Deliver Standardized Services Automate and Control Secure Service Access Error Control Executive Policy Provide Rights Transfer/ Disseminate Store Info. Demand Management Transform to Usable Knowledge Financial Management Service Portfolio Management D O CH ECK PL AN A CT Problem Management Problem Management Knowledge Management Knowledge Management Access Management Access Management Request Fulfillment Request Fulfillment Incident Management Incident Management Event Management Event Management Request Fulfillment Request Fulfilment is the process of dealing with service requests from users. Objectives include: providing a channel for standard services; providing information on the availability of services; to source and deliver standard service components; provide general information. PROCESS ACTIVITIES PROCESS AUTOMATION Service request (incl. self-service) CA Service Desk Mgr; CA Service Catalog Record CA Service Catalog Approval CA Service Catalog Fulfillment CA Service Catalog; CA Service Desk Mgr; CA CMDB; CA IT Client Mgr; CA Identity Mgr Input: • Help desk call or self-service request • Configuration Management System (CMS) Output: • Request fulfilled (e.g. hardware dispatched, password reset) • User satisfaction reports Key Process Relationships and Integration Service Desk/Incident Management — as a central point for handling service requests Service Asset and Configuration Management — to update CMS with upgraded components Release Management — distribute software and hardware Incident Management Incident Management restores normal service operation as quickly as possible and mini- mizes the adverse impact on business operations. PROCESS ACTIVITIES PROCESS AUTOMATION Raise incident and record CA NSM; CA SPECTRUM; CA eHealth; CA Wily; CA Insight; CA Service Desk Mgr Investigate and diagnose (classify and prioritize) CA Service Desk Mgr; CA CMDB Escalate CA Service Desk Mgr Resolve / Recover (workaround) CA Service Desk Mgr; CA Data Center Automation Mgr; CA IT Client Mgr Input: • Incident details sourced from Service Desk, Networks, Operations and Security • Configuration details from CMDB • Response from incident matching against problems and known errors • Resolution details Output: • Resolved and closed incidents • Communication to end-users and customers and management reports Key Process Relationships and Integration Incident Management — supplies Problem Management with detailed incident records Service Level Management (SLM) — incidents and problems influence the quality of IT services provided by SLM Change Management — all solutions and workarounds are implemented via RFC Event Management Event management detects events, analyzes them and determines the correct Management action. It provides the entry point for the execution of many Service Operation processes and activities. PROCESS ACTIVITIES PROCESS AUTOMATION Detect (incl. fault detection) CA SPECTRUM; CA eHealth; CA NSM; CA Wily APM; CA Insight Filter and correlate CA SPECTRUM; CA eHealth; CA Wily APM; CA NSM; CA Security Command Center; CA CMDB Select response CA Service Desk Mgr; CA IT Client Mgr Review and action CA Service Desk Mgr; CA Data Center Automation Input: • Event triggers include: CI performance, completion of task or job, user access to application Output: • Request for Change • Updated CMDB Key Process Relationships and Integration Incident, Problem and Change Management — for events that represent a situation to be handled by appropriate responses Service Asset and Configuration Management — uses events to determine CI status Problem Management Problem Management is responsible for the control of the lifecycle of all problems. It’s primary objective is to prevent problems and incidents, eliminate repeating incidents and minimize the impact of incidents that cannot be prevented. PROCESS ACTIVITIES PROCESS AUTOMATION Problem control CA Service Desk Mgr; CA CMDB Error control CA Service Desk Mgr; CA CMDB Proactive problem management CA Service Desk Mgr; CA CMDB Management reporting and problem reviews CA Service Desk Mgr Input: • RFC’s from the Problem Management process or submitted independently • CMDB • Forward Schedule of Change (FSC) Output: • Updated Forward Schedule of Change • Filtered RFC’s and approved RFC’s • CAB minutes and action plans • Change Management reports Key Process Relationships and Integration Incident Management — supplies Problem Management with detailed incident records Service Asset and Configuration Management — uses the CMS to identify wrong CI’s and to determine the impact of problems and solutions Change Management — all solutions and workarounds are implemented via RFC Transition Planning and Support Transition Planning and Support include: planning and coordinating resources to ensure specifications for the service design are realized, and starting with the transition phase, identify, manage and limit risks that could interrupt the service. PROCESS ACTIVITIES PROCESS AUTOMATION Develop strategy CA Project Portfolio Management (PPM) Preparation and planning CA Service Desk Mgr; CA CMDB Knowledge transfer CA Service Desk Mgr; CA CMDB Monitor and report CA Service Desk Mgr Input: • Authorized Request For Change (RFC) • Service Design Package • Release package definition and design specification • Service acceptance criteria Output: • Transition strategy • Integrated set of service transition plans Key Process Relationships and Integration Change Management — implements all changes to services Service Asset and Configuration Management — Service configurations ready for transition Knowledge Management Knowledge Management improves the quality of the (management’s) decision making process by ensuring that reliable and secure information is available during the service lifecycle. PROCESS ACTIVITIES PROCESS AUTOMATION Capture information CA CMDB; CA Cohesion; CA SPECTRUM; CA eHealth; external systems (e.g. HRMS, ERP) Store information CA Service Desk Mgr (Knowledge Management); CA CMDB Transform to usable knowledge CA Service Desk Mgr; CA Service Catalog Transfer / disseminate CA Service Desk Mgr; CA IT Asset Mgr Input: • Front line support staff to capture knowledge • Documents, events and alerts Output: • Service Knowledge Management Base Key Process Relationships and Integration Incident Management — provide point of capture for everyday IT Service Management data. Problem Management — key users of collected knowledge Access Management Access management grants authorized users the right to use a service, while preventing access to non-authorized users. PROCESS ACTIVITIES PROCESS AUTOMATION Access request / verify CA Service Desk Mgr; CA Service Catalog; CA Single Sign-on Provide rights / execute policy CA Access Control; CA Identity Mgr; CA Federation Mgr; CA SiteMinder® Web Access Mgr; CA Directory Error control CA Security Command Center Monitor / track CA Security Compliance Mgr; CA Audit Input: • Security policies and guidelines • An RFC / service request • HR Management system requests Output: • Updated security access rights • Security reports Key Process Relationships and Integration Change Management — controls the actual request for service access Request Fulfillment — usually initiated through the service desk and providing self-service related functionality and workflow (e.g. employee on boarding, password resets) Service Design The Service Design process map provides guidance for designing and developing of services and service management processes, and covers design principles and methods for converting strategic objectives into portfolios of services and service assets. Organizations should use guidance provided in Service Design to first review which elements of these pro- cesses they have in place, before trying to change and improve design capabilities for service management. Service Level Management Service Level Management IT Service Continuity Management IT Service Continuity Management Capacity Management Capacity Management Info. Security Management Info. Security Management Availability Management Availability Management Service Catalog Management Service Catalog Management Demand Management Service Portfolio Management Financial Management Review and Audit Manage Security Incidents Optimize Availability Mitigate Risk Monitor Services Methods/ Techniques Document Service Definition Build Catalog Contents Business Service Views Technical Service Views Publish Live Services Report Achievements Manage Issues Catalog Operational Services Monitor Performance Design SLA Framework Revise SLAs / OLAs Meet Business Requirements Service Review Customer Satisfaction Determine Vulnerabilities Assess Risk Build Test Maintain Business Services Specify Continuity Requirements Monitor Demand Adjust and Tune Deliver Required Resources Analyze Test Proactive Management Analyze Performance Build Plan Forecast Requirements Set Security Controls Assess Classify Assets Maintain Policy Model/Trend D O CH ECK PL AN A CT Prioritize Build Schedule Impact Analysis Execute (Emergency/ Standard) Schedule Change CAB Review Evaluation/ Decision RFC Analysis Categorize Planning Preparation Develop Strategy Preparation andPlanning Knowledge Transfer Monitor andReport Manage Build/Release Financial Management Demand Management ServicePortfolio Management Deploy Verify Perform Tests Validate Verify Adopt Best Practices Ensure Release Value Report/ Closure Assure Quality Audit Status Reports Maintain Accurate Service Configurations Coordinate Resources Business Responsiveness Configuration Control Identify Configurations Manage and Plan D O CH ECK PL AN A CT Transition Planning and Support Transition Planning and Support Release and Deployment Management Release and Deployment Management Change Management Change Management Service Asset and Configuration Management Service Asset and Configuration Management Service Validation and Testing Service Validation and Testing Change Management Change Management ensures that standardized methods and procedures are used for the efficient and prompt handling of all changes in order to minimize the impact of any related incident upon service. PROCESS ACTIVITIES PROCESS AUTOMATION Request For Change (RFC) analysis CA Service Desk Mgr; CA CMDB Prioritize and categorize CA Service Desk Mgr; CA CMDB; CA Clarity Demand/Portfolio Mgr Build schedule and impact analysis CA Service Desk Mgr Evaluation/Decision by Change Advisory Board (CAB) CA Service Desk Mgr Schedule change CA Service Desk Mgr Input: • RFC’s from the Problem Management process or submitted independently • CMDB • Forward Schedule of Change (FSC) Output: • Updated Forward Schedule of Change • Filtered RFC’s and approved RFC’s • CAB minutes and action plans Key Process Relationships and Integration Incident Management — RFC to reduce effects of incidents Problem Management — RFC to reduce effects of solutions or workarounds Release and Deployment Management — development and distribution of a new set of software applications or hardware via RFC. Service Asset and Configuration Management Service Asset and Configuration Management provides a logical model of the IT Infrastructure . In this model the IT services are related to the different IT components needed to supply these service. PROCESS ACTIVITIES PROCESS AUTOMATION Manage and plan CA CMDB; CA Cohesion Identify configurations CA CMDB; CA Cohesion; CA Data Center Automation Configuration control CA Service Desk Mgr; CA Software Change Mgr; CA IT Client Mgr Status reports and audit CA Service Desk Mgr; CA Software Compliance Mgr Input: • RFC’s • Updates to Configuration Item’s (CI) and new assets Output: • Updated Configuration Management System (CMS) Key Process Relationships and Integration Change Management — for business impact analysis Financial Management — for costs, depreciation, maintenance and repairs Availability Management — to help determine points-of-failure Service Validation and Testing Service Validation and Testing provides services that add value to customers and their business. PROCESS ACTIVITIES PROCESS AUTOMATION Adopt best practices CA Service Desk Mgr; CA Software Change Mgr Validate and verify CA Service Desk Mgr; CA CMDB; CA Software Change Mgr Perform tests CA Service Desk Mgr; CA CMDB; CA IT Client Mgr Reporting CA Service Desk Mgr; CA CMDB Input: • Service level package • Service design package • Release and deployment package • Acceptance criteria / RFC’s Output: • Configuration baselines • Testing results and analysis • Incidents, problems and errors • Information and knowledge Key Process Relationships and Integration Incident and Problem Management — managing issues arsing from service testing Service Asset and Configuration Management — captures testing configuration baselines and incorporates in CMS Release and Deployment Management Release and Deployment Management is to deploy releases into production and establish effective use of the service in order to deliver value to the customer and be able to hand over to service operations. PROCESS ACTIVITIES PROCESS AUTOMATION Planning and preparation CA Software Change Mgr Manage build / release CA Software Change Mgr; CA CMDB Deploy CA Software Change Mgr; CA IT Asset Mgr; CA Data Center Automation Mgr Verify CA Service Desk Mgr; CA SPECTRUM; CA NSM; CA eHealth; CA Wily APM Input: • Authorized RFC • Service Package including service model • Procurement plans, standards and catalogs • Build models; release policy Output: • Release and deployment plans • Updated service catalog • New tested service capability Key Process Relationships and Integration Change Management — initiates process by providing an authorized RFC Service Asset and Configuration Management — throughout the deployment process updates CI status and the CMS Knowledge Management / Service Desk — known error information of changed service captured in SKMS and made available to Service Desk Service Catalog Management Service Catalog Management is the development and upkeep of a service catalog that contains all accurate details, the status, possible interactions and mutual dependencies of all current services and those being prepared to run operationally. PROCESS ACTIVITIES PROCESS AUTOMATION Service portfolio management CA Clarity Build catalog contents CA Service Catalog Business service views CA Clarity PPM; CA CMDB Technical service views CA CMDB; CA Cohesion; CA IT Client Mg Publish live services CA Service Catalog Input: • Business and IT strategy and plans • Business impact analysis • Service portfolio • CMS Output: • Documentation and agreement of a “definition of the service” • Updated service portfolio and catalog Key Process Relationships and Integration Service Portfolio Management — to agree Contents of portfolio catalog ITSCM — business dependencies and processes Service Asset and Configuration Management — service dependencies, components and CI’s Service Level Management — business alignment Availability Management Availability Management ensures that the level of service availability delivered in all services is matched to or exceeds the current and future the agreed needs of the business in a cost effective manner. PROCESS ACTIVITIES PROCESS AUTOMATION Monitor services CA NSM; CA SPECTRUM; CA eHealth; CA Insight Database Performance Methods and techniques CA Service Desk Mgr; CA CMDB Analyse and test CA Wily APM; CA Service Metric Analysis; Proactive management CA Service Desk Mgr; CA Access Control; CA Data Center Automation Input: • Business availability requirements, risk and impact analysis • Service information from service portfolio, service catalog and SLM processes Output: • Availability improvement plans • Availability/recovery design criteria • Report on achieved availability, reliability and maintainability Key Process Relationships and Integration Service Asset and Configuration Management — uses the CMS to identify wrong CI’s and to determine the impact of problems and solutions. Service Level Management — assists SLM in determining the availability objectives. Capacity Management — supplies infor- mation on changes in capacity that effects availability. Service Level Management Service Level Management ensures that an agreed level of IT service is provided for all current IT services, and that future services are delivered to agreed achievable targets. PROCESS ACTIVITIES PROCESS AUTOMATION Design SLA framework CA Service Catalog; CA Service Desk Mgr Monitor performance and customer satisfaction CA NSM; CA SPECTRUM; CA eHealth; CA Wily APM; CA Access Control; Service review and revise SLAs and Operational Level Agreements (OLA) CA NSM; CA SPECTRUM; CA Wily APM; CA Software Compliance Mgr Monitor issues CA Service Metric Analysis Report achievements CA Service Desk Mgr; CA Service Metric Analysis Input: • Business requirements • Change information • Configuration Management System Output: • Reports demonstrating performance against SLA • Service quality and performance improvement plans Key Process Relationships and Integration Change Management — SLA can define agreements for responding to change. IT Service Continuity Management — minimum required service levels in case of an emergency. Financial Management — supplies cost associated with providing a service together with charging methods. Capacity Management Capacity Management ensures that cost-justifiable IT capacity in all areas of IT always exist and is matched to the current and future agreed needs of the business in a timely manner. PROCESS ACTIVITIES PROCESS AUTOMATION Monitor Demand CA NSM; CA IT Asset Mgr; CA Storage Resource Mgr (SRM) Build plan CA Clarity Service Management and Resource Management Analyze performance CA Service Metric Analysis Forecast Requirements CA Performance Management; CA SRM Model, trend, adjust and tune CA Service Desk Mgr; CA CMDB Input: • Inform Capacity Management about incidents due to capacity problems • Business capacity requirements • Component performance and capacity information Output: • Capacity plan • Workload analysis and reports Key Process Relationships and Integration Incident and Problem Management — provides details to diagnose or resolve capacity problems Service Level Management — advises SLM on the feasibility of service levels Availability Management — Output of activities is use for Capacity planning Information Security Management Information Security Management ensures the alignment of IT and business security and that information security is managed effectively in all services and service management activities. PROCESS ACTIVITIES PROCESS AUTOMATION Maintain policy CA Access Control; CA Identity Mgr; CA Orchestria DLP Assess and classify assets CA Policy and Configuration Mgr Set security controls CA Access Control; CA GRC Mgr Manage security incidents CA Security Command Center; CA Service Desk Mgr Review and audit CA Audit; CA Network Forensics Input: • Business strategy, security policies, and • IT and service information • Risk analysis, events and SLA breaches Output: • Information security management policy • Revised security risk assessment • Security controls, audits and reports Key Process Relationships and Integration Incident and Problem Management — details to diagnose and resolve security issues ITSCM — reviewing impact of business risk Service Level Management — security requirements in SLR’s and SLA’s Change Management — determining the possible impact of changes on security IT Service Continuity Management IT Service Continuity Management (ITSCM) assures and supports overall Business Continuity Management by ensuring that the required IT technical and service facili- ties can be recovered within required and agreed upon business time-frames. PROCESS ACTIVITIES PROCESS AUTOMATION Determine vulnerabilities CA NSM; CA SPECTRUM; CA eHealth; CA Wily APM; CA IT Asset Mgr; CA Storage Resource Mgr (SRM) Assess risk CA Service Catalog; CA CMDB Build CA SRM; CA ARCserve Backup Option; CA High Availability Test CA Service Desk Mgr; CA CMDB; CA SRM; CA ARCserve Backup Option Input: • Business impact analysis • Risk and vulnerability assessments • Business continuity strategy and plan Output: • Continuity plan • Recovery plans • Risk reduction plans Key Process Relationships and Integration Incident Management — provides historical details or statistics on IT service deficiencies Change Management — ensures currency and accuracy of the IT continuity plans Service Level Management — provides critical information about IT service obligations Service Transition The Service Transition process map shows the processes associated with developing and improving capabili- ties for the transition of new and modified services to production. It details how the requirements of Service Strategy encoded in Service Design are realized in Service Operation while controlling the risks of failure. Organizations focused on managing the complexity related to transitioning new and changed services to production should carefully study the guidance provided in this ITIL phase. D O CH ECK PL A N AC T Key Process Relationship and Integration Points Represent the intersections where processes work together to improve overall effectiveness and accelerate success. At these points, processes support each other, sharing infor- mation to ensure somplete process optimization. These intersections show why processes should be planned together, and are points where automated technologies are extremely valuable. Continual Service Improvement The Deming continuous improvement cycle is the foundation for all ITIL processes. Service management excellence is achieved by elevating up a maturity curve, enabled by rigorous application of PLAN-DO- CHECK-ACT. CA CMDB A Configuration Management Database (CMDB) is a critical element of an ITIL implementation. CA CMDB provides a single source of truth about Configuration Item information and the relationships between them. Service Operation The Service Operation process map shows the processes associated with day-to-day support activities required to deliver and manage services at agreed levels to end-users. It provides guidance on ways to maintain stability in service operations, to enable the business to meet its objectives, and effectively optimize the cost and quality of services. Organizations must take a close look at Service Operation, as this is the phase where strategic objectives are effectively realized when processes are in place. CMDB A Configuration Management Database (CMDB) delivers greater management control of the IT environment by providing a comprehensive view of IT service configurations. A CMDB is the centerpiece of an ITIL implementation and supports a wide range of ITIL processes — including Change, Incident, Problem, Availability and Capacity Management. A CMDB provides the “single source of the truth” about the mapping of Configuration Items (CIs) to each other and to the IT services they support. The primary types of information stored within CMDBs are CIs such as assets, policies, users, processes etc., relationships and inter-dependences. Federation and Reconciliation A CMDB employs a technique called `data federation’ that collects information from disparate, typically multi-vendor data sources across the enterprise. This collection of CIs, its attributes and inter-relationship information is processed through the function called `reconciliation’ which identifies, synchronizes and rationalizes data to provide a single accurate instance of all CIs and its attributes. CA CMDB Provides Faster Time-to-Value CA CMDB speeds time-to-value by providing the industry’s most comprehensive set of capabilities: • Pre-defined content, including more than 70 relationship templates. • Over 140 pre-defined CI classes. • Multi-level visualization with pre-defined filters such as business service impact analysis and root cause. • Comprehensive reporting and rapid implementation best practices. • Unique versioning capability that enables you to establish baselines and standards, manage snapshots and analyze CI snapshots against baselines, milestones, standards and change orders. • Auto-mapping relationship capabilities that automatically discover CIs across the infra- structure and populates their relationship in the CMDB repository. Service Desk This function of the Service Desk is to act as the central point of contact between IT and its users, handling all incidents, inquires and requests. It provides an interface for all other Service Operation processes. The primary objectives of the Service Desk function are: • To serve as the single interface for IT-related queries, complaints and service support issues. • To ensure timely restoration of service, minimizing the impact of outages on business activities. • To increase efficiency by automatically routing incidents to the appropriate personnel. • To effectively eliminate root cause anomalies by managing the problem management process. • Control all aspects of the change management process through the lifecycle of the change request. Sample Critical Success Supporting Key Performance Indicators Ensure long-term customer retention and satisfaction • Percent of customers given satisfaction surveys • Customer satisfaction rating of service desk • Percent of incident responded to within agreed-upon response times (SLAs) • Number of incidents recorded not yet closed Reduce support costs by the efficient use of resources and technology • Total number of incidents • Percent of incidents resolved at the service desk without escalation • Staff turnover rate • Average cost per incident • Number and percentages of incidents resolved remotely without requiring a visit How It Works ITIL v3 is comprised of five phases: • Service Strategy • Service Design • Service Transition • Service Operation • Continual Service Improvement As Illustrated below, CA has created three process maps — Service Design, Service Transition and Service Operations since most process discussions are focused around these critical phases. Copyright © 2009 CA. All rights reserved. All trademarks, trade names, service marks and logos referenced herein belong to their respective companies. MP334980209 Service Strategy Service Strategy is depicted as a triangle, with each of the three corners representing the strategic controls across the service lifecycle — Service Portfolio Management, Demand Management and Financial Management. ca.com/ITIL Service Strategy Service Strategy is critical to the operations and tactics of Service Management, as it provides a framework for • Designing, developing and imple- menting service management as a strategic resource • Ensuring alignment between capabilities and service provided with business goals. Continual Service Improvement
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