4 SERVICE DELIVERY PROCESS COURSE CODEINT 885 Er

4. SERVICE DELIVERY PROCESS COURSE CODE-INT 885 Er. Harneet Kaur Asst. Professor(UID-19371) Lovely Professional University, Phagwara, Jalandhar

CONTENTS • SERVICE DELIVERY PROCESS • SERVICE LEVEL MANAGEENT • CAPACITY MANAGEMENT • AVAILABILITY MANAGEMENT • FINANCIAL MANAGEMENT AND COSTING • IT SERVICE CONTINUITY MANAGEMENT

SERVICE DELIVERY PROCESS Service Level Management Availability Management IT Service Continuity Management Service Delivery Financial Management Capacity Management

What is Availability Management?

What is Availability Management? • The Availability Management process is concerned with management and achievement of agreed availability requirements as established in Service Level Agreements. In ITIL®, availability is defined as the ability of a system, service, or configuration item to perform its function when required.

üWhat are the elements of Availability Management

What are the elements of Availability Management • Availability(%) • Reliability: Freedom from operational failure. • Resilience: The ability to withstand failure. • Maintainability: to retain & restore to its operational condition • Serviceability : contractual arrangements made to assure Availability, Reliability & Maintainability of infrastructure components & IT services. • Security : in terms of CIA

What is Capacity Management?

What is Capacity Management? • Capacity Management is concerned with ensuring that cost-effective capacity exists at all times which meets or exceeds the agreed needs of the business as established in Service Level Agreements. In ITIL®, capacity is defined as the maximum throughput a service, system, or device can handle.

üWhat are the Activities of Capacity Management?

What are the Activities of Capacity Management? • Business Capacity Management (BCM) addresses capacity factors which exist primarily at the business level such as mergers, acquisitions, plans for new facilities, reductions in force, etc. Typically, BCM factors are addressed first in the overall Capacity Management effort. • Service Capacity Management (SCM) addresses capacity factors at the service level. Business capacity factors in turn drive Service capacity requirements. The primary task of Service Capacity Management is to translate business capacity factors into capacity requirements for services. • Component Capacity Management (CCM) addresses capacity factors at the level of components or Configuration Items. The primary task of CCM is to translate Service Capacity Management factors into capacity requirements for individual components or Configuration Items.

What are the Capacity Management Activities?

What are the Capacity Management Activities? • • 1. Performance Monitoring - Measuring, monitoring, and tuning the performance of IT • • 5. Tuning – Modifications made for better utilizations of current infrastructure Infrastructure components. 2. Demand Management - Short term reactive implementation of strategies considered in Service Strategy to manage current demand 3. Application Sizing - Determining the hardware or network capacity to support new or modified applications and the predicted workload. 4. Modeling - Used to forecast the behavior of the infrastructure under certain conditions. (e. g. if the number of users doubled, if a network link fails) 6. Storage of Capacity Management Data 7. Capacity Planning 8. Reporting

Continuity Management includes • Potential issues and recovery requirements through a business impact analysis • Assessing risks, determining costs to mitigate those risks and prioritizing which recovery plans will be developed • Implementing and testing backups and recovery techniques • Periodic review and refining plans

Continuity Management Definitions • Need of continuity management • Goals of IT service continuity management • Process of IT service continuity management • Benefits of IT service continuity management

Financial Management and costing 1. 2. 3. 4. Providing oversight of all IT expenditures Ensuring funds are available for planned events Make customers aware of what services actually cost Cost avoidance relative to the spending of money wisely how to reduce costs in the future. 5. Tracking current expenditure against the budget

Financial Management and costing • Need of financial management • Goals of financial management • Activities of financial management • Cost of financial management • Responsibilities and skills of financial management

1. How to improve IT service delivery process 2. New Role of IT 3. Adding value 4. Measuring value