• Service Level Management (Design)
The primary goal is to ensure that an agreed level of IT service is provided for all current IT services, (SLM) is utilized to ensure that the actions required for gathering requirements,developing agreements, and measuring and reporting performance are performed
• Supplier Management
The primary goal is to managesuppliers and the services they supply, to provide seamless quality of IT service to the business and ensure that value for money is obtained.
Other objectives include the application of capabilities to:
• Obtain value for money from supplier and contracts.
• Ensure that underpinning contracts and agreements with suppliers are aligned to business needs.
• Manage relationships with suppliers.• Negotiate and agree contracts with suppliers.
• Manage supplier performance.
• Maintain a supplier policy and a supporting Supplier and Contract Database (SCD).
• Service Catalogue Management
The primary goal is to ensure that a Service Catalogue is produced, maintained and always contains accurate information on all operational services and those ready for deployment.
To ensure the current and future capacity and performance demands of the customer regarding IT service provision are delivered for in a cost-effective manner. Capacity Management provides the predictive and ongoing capacity indicators needed to align capacity to demand. It is about finding the right balance between resources and capabilities, and demand.
Capacity Management is theprocess that manages:
• the right capacity,
• at the right location,
• at the right moment,
• for the right customer,
• against the right costs.
• Availability Management
The primary goal is to ensure that the level of service availability delivered in all services is matched to or exceeds the current and future agreed needs of the business in a cost-effective manner.
QUESTION: Why couldusers be happy with a 60 minute outage and unhappy with 30 minute outage?
A1: 30min outage during peak time, overtime being paid to staff, urgent report required.
A2: 60min outage on weekend, holiday, off peak, when service not required.
A3: 30min outage on critical IT Service, 60min outage on non-critical IT Service.
A4: 30mins unplanned outage, 60min planned outage (e.g. maintenance).
An aimof Availability Management is to ensure the duration and impact from Incidents impacting IT Services are minimised, to enable business operations to resume as quickly as possible.
Key Performance Indicators of Availability Management:
Typical metrics for evaluation the effectiveness and efficiency of Availability Management include:
Percentage reduction in unavailability of services andcomponents
Percentage increase in the reliability of services and components
Effective review and follow up of all SLA, OLA and UC breaches
Percentage improvement in overall end-to-end availability of service
Percentage reduction in the number and impact of service breaks
Improvement of MTBF
Improvement of MTBSI
Reduction in MTRS
• IT Service Continuity Management
To supportthe overall Business Continuity Management by ensuring that the required IT infrastructure and the IT service provision can be recovered within required and agreed business time scales.** Often referred to as Disaster Recovery planning.
• Information Security Management
To align IT security with business security and ensure that information security is effectivelymanaged in all service and ITService Management activities.
Security objectives are met when:
• Information is available and usable when required, and the systems that provide it can
appropriate resist attacks and recover from or prevent failures (availability)
• Information is observed by or disclosed to only those who have a right to know (confidentiality)
• Information is complete, accurate and protected against...