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Service Strategy
- Financial Management
- Service Portfolio Management
- Demand Management
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Service Design
- Service Level Management
- Service Catalog Management
- Availability Management
- Capacity Management
- Architecture Management
- Information Security Management
- IT Service Continuity Management
- Supplier Management
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Service Transition
- Change Management
- SACM
- Release and Deployment Management
- Knowledge Management
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Service Operation
- Event Management
- Incident Management
- Problem Management
- Request Fulfillment
- Access Management
- Application Management
- Technical Management
- Facilities Management
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Continual Service Improvement
- What should you measure?
- What can you measure?
- Gather data
- Process data
- Analyze data
- Present and use information
- Implement corrective action
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CSI Metric Types
- Technology
- Process
- Service
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Four P's
- People
- Partners
- Products
- Processes
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Key Aspects of Service Design
- Design of new or changed services
- Design of the service portfolio
- Design of IT architecture
- Design of processes
- Design of metrics
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Change Manager
- Process: Change Management
- Responsibility: Ensure that changes are evaluated, prioritized, and deployed in a controlled manner
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Configuration Manager
Process: SACM
Responsibility: Ensure that all documentation regarding configuration items is current and accurate.
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Service Asset Manager
- Process: SACM
- Responsibility: Maintain records about all of the company's service assets, which include information about inventory levels and the worth of all assets.
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Deployment Manager
Process: Release and deployment management
Responsibility: Oversee the planning and execution of the deployment of new releases for configuration items. Determine the best method of making releases available to the user base
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Risk-Evaluation Manager
Process: Change management, release and deployment management
Responsibility: Determine and evaluate the risks of introducing a change, as well as any risks posed by integrating a new release into the live environment
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Service Knowledge Manager
Process: Knowledge Management
Responsibility: Coordinating the collection, organization, and availability of all the organization's knowledge sources.
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Service Level Manager
Process: Service Level Management
Responsibility: Oversees the negotiations and management of SLAs and ensures they are met or exceeded.
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Service Catalog Manager
Process: Service Catalog Management
Responsibility: Ensures that the service catalog is maintained, has the most current information, and is available to all stakeholders
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Availability Manager
Process: Availability Management
Responsibility: Ensures that the service is meeting or exceeding all customer availability requirements as described in the SLA
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Capacity Management
Process: Capacity Management
Responsibility: Balances resources and costs so that the level of service is acceptable for users both now and in the future
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Security Manager
Process: Information Security Management
Responsibility: Defends the security of all of the organization's assets, information, and services.
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Service Continuity Management
Process: IT Service Continuity Management
Responsibility: Ensures that any critical interruptions to a service are resolved within a specific time frame
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Supplier Management
Process: Supplier Management
Responsibility: Manages relationships with all suppliers and ensures that their levels of service are sufficient for the organization to provide its own services
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IT governance
Exerting control over the IT Service Lifecycle. Also includes communication between necessary parties about what is being controlled
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Corporate Governance
Concerns how to best make sure that everything is transparent and accountable, and that risks are managed appropriately
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Business governance
Concerns the performance side of the organization
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Enterprise governance
Deals with the big picture as far as aligning strategic goals, and encapsulates corporate governance and business governance.
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