Ce diaporama a bien été signalé.
Nous utilisons votre profil LinkedIn et vos données d’activité pour vous proposer des publicités personnalisées et pertinentes. Vous pouvez changer vos préférences de publicités à tout moment.

ITSM concepts-part 2

159 vues

Publié le

This presentation series describe concepts that deliver ITIL best practice although this practice is developed for IT service management but its concepts is wider than ITSM and it could be used in other area that deliver service.

Publié dans : Direction et management
  • Identifiez-vous pour voir les commentaires

  • Soyez le premier à aimer ceci

ITSM concepts-part 2

  1. 1. IT Service Management Part2
  2. 2. Warranty Service catalog SLA OLA/UC Availability & Reliability MTTR & MTBF SLAM Capacity IT Service Continuity CIA ISMS
  3. 3. Utility Warranty Service design Aspect
  4. 4. Service design Aspect
  5. 5. Service design Aspect Utility Warranty Value
  6. 6. Service Catalogue Management
  7. 7. Service catalog •‫مشخصات‬‫سرویسهایی‬ ‫که‬‫برای‬‫ارائه‬‫به‬ ‫مشتری‬‫در‬‫اختیار‬ ‫هستند‬.
  8. 8. Service catalogue •Technical Domain •Location •Time •CI’s •Software (version) •Hardware (part NO.) •even people •Escalation •Availability / Reliability
  9. 9. Availability Management
  10. 10. Reliability and Availability
  11. 11. ‫وقت‬ ‫بنده‬ ‫به‬ ‫بسپارد‬ ‫موجود‬ ‫امانتی‬ ‫دارد‬ ‫که‬ ‫هر‬‫ورود‬ ‫بنده‬ ،‫مفقود‬ ‫شود‬ ‫اگر‬ ‫نسپارد‬ ‫بود‬ ‫نخواهم‬ ‫آن‬ ‫مسئول‬ Service Level Management
  12. 12. Service Level Agreement ‫کنید‬ ‫شفاف‬ ‫را‬ ‫خود‬ ‫از‬ ‫مشتریان‬ ‫انتظارات‬. •‫مربوطه‬ ‫سرویس‬ ‫از‬ ‫استفاده‬ ‫در‬ ‫ایشان‬ ‫حقوق‬ •‫مربوطه‬ ‫سرویس‬ ‫از‬ ‫استفاده‬ ‫در‬ ‫ایشان‬ ‫محدودیتهای‬
  13. 13. Service Level Agreement •Customer •Service catalogues •SLA Target •Penalties
  14. 14. Service Level Target •‫مشتری‬ ‫درخواست‬ ‫به‬ ‫پاسخ‬ ‫زمان‬ ‫مدت‬(Response Time) •‫پیش‬ ‫رخداد‬ ‫رفع‬ ‫یا‬ ‫درخواستی‬ ‫سرویس‬ ‫انجام‬ ‫زمان‬ ‫مدت‬ ‫آمده‬(Resolution Time) •‫سرویس‬ ‫پذیری‬ ‫دسترس‬ ‫میزان‬(Availability) •‫سرویس‬ ‫اطمینان‬ ‫قابلیت‬ ‫میزان‬(Reliability)
  15. 15. SLAM Chart
  16. 16. Agreements & Contracts • Service Level Agreement (SLA) • Operation Level Agreement (OLA) • Underpinning Contract (UC)
  17. 17. Supplier Management
  18. 18. Supplier management
  19. 19. Customer is King & Supplier is …
  20. 20. Supplier Categorization
  21. 21. Contract Categories • Compensation Type: • Fixed-Price: Under a fixed-price contract the Vendor must deliver the product or perform the service for a pre-set firm fixed price or ceiling established in the contract. This contract type places upon the Vendor maximum risk, full responsibility for all costs and resulting profit or loss, provides maximum incentive for the Vendor to control costs and perform effectively, and imposes a minimum administrative burden upon the contracting parties. • Cost-Reimbursement: Under a cost-reimbursement contract, the Vendor agrees to expend its best efforts to achieve the specified requirement, within the estimated amount established in the contract. If the contract is not fully performed at the time the Vendor expends the funds, the Vendor has no obligation for further performance, unless the contract is modified to increase the funds. • Structure Type: • There are other contract types that do not fall easily into only one of the two primary categories of fixed-price and cost- reimbursement contracts. 23
  22. 22. Contract Types 24 Fixed-Price FFP FPI FPLOE Cost- Reimbursement CPIF CPAF CPFF Structure Type IDIQ T&M BA BOA PBA
  23. 23. Capacity Management
  24. 24. Capacity management •Monitoring •Trending & Forecast •Optimization •Change initiation
  25. 25. Business Continuity Management
  26. 26. IT Service Continuity Recovery Option : - Manually - Cold standby - Warm standby - Hot standby
  27. 27. Information Security Management
  28. 28. CIA • Confidentiality • Integrity • Accessibility
  29. 29. Information Security Management System
  30. 30. RACI PDCA Seven Steps
  31. 31. Accountability / Responsibility
  32. 32. RACI •Responsible •Accountable •Consulted •Informed
  33. 33. PDCA • Plan • Do • Check • Act
  34. 34. 7 step improvement process

×