Katalog slueb Luk Patka Martin Vokurek Agenda Trocha

Katalog služeb Lukáš Patka Martin Vokurek

Agenda § Trocha teorie § Návrh a správa katalogu § Struktura a obsah katalogu § Implementace katalogu § Příklad 9/17/2020

Základní pojmy

Služba definice A way to deliver value to customers by facilitating outcomes that customers want to achieve, without ownership of specific costs or risks (ITIL) A collection of features and functions that enable a business process (MOF) Service is any act or performance that one person can offer to another that is essentially intangible and does not result in any transfer of ownership. The value of the service to the customer is through the results achieved through its use - the outcome. The importance of the service to the provider is through the satisfaction and value it provides the customer, the revenue it generates for the provider, versus the cost of production. Its distribution and use may be tied to a physical product (USMBOK) 9/17/2020

Typy služeb V 3 (2007) Business Services Customer Facing - End user can request to be added to this service. Services necessary to support Vital Business Functions Technical Services IT Facing - End user would not request access to this service Underlying services necessary to support business services Vendor Services Supplied by a third party 9/17/2020 2011 (2011) External Customer-facing An IT service directly provided by IT to external customer Internal Customer-facing An IT service that directly supports business process managed by another business unit Support Services A service not directly used by business, but required by IT service provider to provide other IT services

Typy služeb IT zdroje příklad Podnikové procesy Internal Customer Supporting Facing Services Koncoví uživatelé External Customer Facing Services Katalog služeb 9/17/2020 Vendor Services Dodavatelé, Partneři

Zákaznické vs. podpůrné služby příklad 9/17/2020 Zákaznické služby Podpůrné služby § Elektronická pošta § Síťová konektivita § Videokonferenční služby § Hosting virtuálních strojů § Tiskové služby § Centrální zálohování § Školení a vzdělávací služby § Služby dohledového centra § Service Desk § Správa SW aktualizací

Servisní mapa ukázka 9/17/2020 8

Service Lifecycle Portfolio, Pipeline, Katalog SERVICE PORTFOLIO SERVICE PIPELINE Planned Services Service Design 9/17/2020 SERVICE CATALOG Current Services Service Transition Retired Service Operations

Katalog služeb § Ucelený zdroj informací o všech provozovaných službách § Odráží schopnosti IT § Jediná část portfolia, která je zveřejněna zákazníkům § Rozcestník na další ITSM procesy a nástroje 9/17/2020

Proč katalog? § Usnadní přechod k servisně orientovanému IT všechny ITSM procesy závisí na porozumění poskytovaných služeb § Komunikační můstek mezi business a IT § Zprůhlední výdaje IT/investice do IT § Základ pro řízení kvality služeb § Lze využít pro centrální sběr požadavků a stížností § Přispívá ke spokojenosti zákazníků 9/17/2020

Návrh a správa katalogu

Workflow Setup Maintain Identify Document Tool Work Publish 9/17/2020 Change Add Services Update & Retire Services Service Desk Change Management Review Improve Measure Report

Workflow Setup § Stanovit odpovědnost za katalog služeb § Definovat cíle, způsob využití a rozsah katalogu § Popsat integraci s ostatními ITSM procesy Identify § Definovat role a jejich odpovědnosti § Definovat požadované pohledy Document § Vytvořit strukturu informací pro každý pohled § Vybrat vhodný nástroj Tool Work Publish 9/17/2020 § Stanovit KPI, zvážit rizika

Workflow Setup § Vytvořit seznam poskytovaných služeb § Navrhnout členění služeb do základních kategorií § Ověřit kategorizovaný seznam u managementu Identify Document Tool Work Publish 9/17/2020

Workflow Setup Identify Pro každou službu: § popsat službu podle předem definované struktury § definovat závislosti mezi jednotlivými službami § zaintegrovat ostatní ITSM procesy odkaz na seznam standardizovaných požadavků, Document odkaz na znalostní články a návody, odkaz na SLA reporty, . . Tool Work Publish 9/17/2020

Workflow Setup § Vytvořit požadované role a pohledy § Naplnit katalog zpracovanými informacemi § Ověřit přehlednost a srozumitelnost katalogu Identify Document Tool Work Publish 9/17/2020

Workflow Setup § Zveřejnit a propagovat katalog § Proškolit uživatele § Zavést změnové řízení nad katalogem Identify Document Tool Work Publish 9/17/2020

Workflow § Zajistit správnost a Maintain aktuálnost informací obsažených v katalogu § Vyhodnocení úspěchu zavádění katalogu a plnění KPI Change Add Services Update & Retire Services Service Desk Change Management 9/17/2020 Review Improve Measure Report

KPI 9/17/2020

Rizika Nechcete pomoc ? Nedostatečná spolupráce s business (klienty) 9/17/2020 Neruš, pracujem! Příliš velký důraz na dostupné nástroje a jejich možnosti Reaktivní způsob práce a neochota zavést nové postupy Malá podpora managementu Nejsou definováni vlastníci služeb Nedostatek zdrojů

Katalogový list Co by v něm nemělo chybět ?

MOF v 4 ukázka (1) 9/17/2020 Service Name Messaging Service Description of Service Fabrikam, Inc. ’s IT department hosts the entire Messaging Service infrastructure, giving Fabrikam, Inc. employees the ability to send and receive e-mail and to synchronize their work schedules. Business Owner The Human Resources (HR) division is the business owner for this application. Service Manager Fabricio Noriega Service Initiation Contact Service is initiated by the HR department for each new employee given approval to use the company’s e-mail system. External Dependencies Internet communication facilities, Verisign security certificate services Optional Services Optional services available at additional cost: Mobile e-mail access Customized form and workflow development Service Users End users of this service include: Fabrikam, Inc. employees worldwide. Users of Fabrikam, Inc. who rely upon e-mail communications with Fabrikam, Inc. employees. External consultants and project hires who may be given temporary e-mail and calendaring capabilities. Service Priority Mission-critical Impact from service being down could result in permanent data loss if e-mail from external parties is not received. This could mean loss of potential business and user goodwill. Poor system performance could delay communications both internally and externally, resulting in potential business loss as well as real productivity losses.

MOF v 4 ukázka (2) Service Lifecycle Version 6. 1 No major system upgrades planned, but periodic patching and minor software upgrades are ongoing as required. Service Pricing/Levels Service is provided with no chargeback to users. Additional non-standard services are costestimated for business-justification purposes only. Service Hours Business hours for service support: Service Desk/Incident Management 24 hours a day, 7 days a week How to Get End User Assistance is available by creating an incident report with the help desk. Service Level Objectives Metrics for success Incident Management: 9/17/2020 User satisfaction: 95% positive Problem Management: Reduction in number of incidents per application, reduction in time to close issues. Change Management: Reduction in number of unplanned changes, reduction in number of changes per application, and reduction in total number of changes. Performance Management: e-mail delivered in less than a minute with no messages stuck in server queue. Spam e-mail filtering 80% accurate. Virus blocking at 95%.

Requirements Minimum user requirements: Fabrikam, Inc. employees must use Microsoft Outlook 2007. Fabrikam, Inc. employees must process e-mail in their Spam folders. Fabrikam, Inc. employees must periodically delete old and unnecessary e-mail, or archive it, to keep their storage use in check. Fabrikam, Inc. employees must comply with e-mail use policies. Exclusions The following are not included in the service: Fabrikam, Inc. IT will not perform housekeeping on users’ e-mail accounts. Capacity Mailboxes will have a storage limit of 200 megabytes (MB) per non-management user, and a 500 MB limit for management users. For standard users, the following system settings will be applied: Warning at 150 MB used, Can't Send at 200 MB used, Can't Send or Receive at 150 MB used. A single mail message cannot have more than 20 MB total size of attachments. Service Reviews Full review takes place semi-annually or after a major new deployment is completed. The service manager and service owner meet with selected users to review: SLA metrics. User satisfaction responses and metrics. Issues and problems. Service improvement suggestions. User mailbox storage use. Service Changes to this service are subject to approval of the Chief Information Officer and the HR Division Manager. MOF v 4 ukázka (3) 9/17/2020

ITIL v 3, 2011 ukázka Zdroj: ITIL Service Design, Service Catalogue example 9/17/2020

Souhrn § Název a popis služby § Stav služby (v provozu/vyřazená) § Vlastník služby, Sponzor služby § Priorita (z pohledu zákazníka) § Provozní doba, Plánovaná údržba § Úrovně kvality služby dostupnost, kapacita, bezpečnost, kontinuita § Doba a podmínky podpory § Způsob jak si službu objednat § Volitelné služby § Zákazníci a oprávnění uživatelé § Cena a způsob účtování 9/17/2020

Implementace katalogu Jaký nástroj si vybrat ?

Požadované vlastnosti § „actionable“ § Integrace s dalšími ITSM nástroji Configuration Management System Service Desk – založení incidentu, podání žádosti Monitoring – informace o výpadcích, reportování vůči SLA § Definice pohledů, rolí § Snadná aktualizaci obsahu § Efektivní prezentace informací 9/17/2020

System Center Service Manager 9/17/2020

System Center Service Manager 9/17/2020

Share. Point 9/17/2020

Share. Point 9/17/2020

Konec teorie, začátek praxe

Příklad Navrhněte katalog pro zoologickou zahradu. . - Jaké služby nabízí ZOO návštěvníkům ? - Jaké podpůrné služby si provoz ZOO vyžaduje ? 9/17/2020

Téma na příští Round Table § Desired Configuration Management § Capacity Management § Proactive Monitoring 9/17/2020

Další zdroje • Microsoft Operation Framework v 4. 0 http: //www. microsoft. com/mof • MOF Service Mapping http: //aka. ms/Edp 4 to • MOF Job Aids – SIP Service Catalog Sample http: //aka. ms/W 07 tv 4 • Microsoft Premier – Katalog proaktivních služeb http: //sdrv. ms/1 bug. DYU 9/17/2020

ITSM CZ itsmcz@microsoft. com © 2012 Microsoft Corporation. All rights reserved. Microsoft, Windows Vista and other product names are or may be registered trademarks and/or trademarks in the U. S. and/or other countries. The information herein is for informational purposes only and represents the current view of Microsoft Corporation as of the date of this presentation. Because Microsoft must respond to changing market conditions, it should not be interpreted to be a commitment on the part of Microsoft, and Microsoft cannot guarantee the accuracy of any information provided after the date of this presentation. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION