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Click to edit Master title style ITIL® is a Registered Trade Mark of the Cabinet Office. Service Owners ITIL© is a Registered Trade Mark of the Cabinet.

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Presentation on theme: "Click to edit Master title style ITIL® is a Registered Trade Mark of the Cabinet Office. Service Owners ITIL© is a Registered Trade Mark of the Cabinet."— Presentation transcript:

1 Click to edit Master title style ITIL® is a Registered Trade Mark of the Cabinet Office. Service Owners ITIL© is a Registered Trade Mark of the Cabinet Office. May 17, 2013 Presented by : All rights reserved. No part of this document may be reproduced, stored in a retrieval system or transmitted by any means, electronic, mechanical, photographic or otherwise without the prior written permission of the copyright owner. No patent liability is assumed with respect to the use of the information contained herein. While every precaution has been taken in the preparation of this publication the copyright holder cannot be held liable for damages caused by use of the information contained herein. ITIL© is a Registered Trade Mark of the Cabinet Office.

2 Agenda Introductions Best Practices and the Service Owner Role Service Design Service Catalog SLAs and OLAs Service Transition Change Management Knowledge Management Service Operations Incident Management Problem Management Request Fulfillment Continual Service Improvement Reporting Creating an Effective Service Owner Program Questions & Answers AgendaSlide 2 © Third Sky, Inc – Service Owner Session

3 Introductions Name Role How would you describe the Service Owner role? How much do you know about ITIL? IntroductionsSlide 3 © Third Sky, Inc – Service Owner Session

4 Agenda Introductions Best Practices and the Service Owner Role Service Design Service Catalog SLAs and OLAs Service Transition Change Management Knowledge Management Service Operations Incident Management Problem Management Request Fulfillment Continual Service Improvement Reporting Creating an Effective Service Owner Program Questions & Answers AgendaSlide 4 © Third Sky, Inc – Service Owner Session

5 What is ITIL? Information Technology Infrastructure Library Set of 5 books. Each book is a stage in the Service Lifecycle. Internationally adopted framework for Service Management Why is ITIL so successful? High-quality consistent results from consistent processes Stop fire-fighting and become more proactive Best practice. Don’t need to reinvent the wheel Best PracticesSlide 5 © Third Sky, Inc – Service Owner Session

6 Service Lifecycle SERVICE OPERATION Event Management Incident Management Request Fulfillment Problem Management Access Management SERVICE TRANSITION Transition Planning & Support Change Management Service Asset and Configuration Management Release and Deployment Management Validation and Testing Change Evaluation Knowledge Management Service Operation Service Transition Service Design Service Strategy Continual Service Improvement SERVICE STRATEGY Strategy Management Service Portfolio Management Financial Management Demand Management Business Relationship Management CONTINUAL SERVICE IMPROVEMENT 7-Step Improvement Process SERVICE DESIGN Design Coordination Service Catalog Management Service Level Management Capacity Management Availability Management Continuity Management Information Security Management Supplier Management Best PracticesSlide 6 © Third Sky, Inc – Service Owner Session

7 Key Process Integration Points Incident Management Configuration Management Problem Management Change Management Request Fulfillment Knowledge Management Self Service Best PracticesSlide 7 © Third Sky, Inc – Service Owner Session

8 What is a Service? Services are a means of delivering value to customers by facilitating outcomes customers want to achieve without the ownership of specific costs and risks. A service is not … A specific application or technology An activity that one particular IT team performs The act of provisioning “request for a new server” is not a service “server management” or “application hosting” is a service Best PracticesSlide 8 © Third Sky, Inc – Service Owner Session

9 Expanding on End-to-End End-to-end doesn’t just describe the “Service to Application to Infrastructure” stack. It also describes all the activities/stages in the Service Lifecycle Strategy Design Implement / Transition Operations Continuous Improvement A service includes … Applications Infrastructure Application Development Support Operations Application Maintenance Engineering Best PracticesSlide 9 © Third Sky, Inc – Service Owner Session

10 What is a Service Owner? Accountable for a specific service within an organization independent of where the underpinning technology components, processes or professional capabilities reside. Accountable for all stages in the Service Lifecycle Strategy Design Transition Operations Continuous Improvement Best PracticesSlide 10 © Third Sky, Inc – Service Owner Session

11 Service Owner (Example) VP/CIO Service Desk IT Operations I.T. Security Exchange Team Service Owner The Service Owner is accountable for the delivery and quality of service across the IT organization. Note: the dotted line communication structure. Monitor virus threats Handle incidents and service requests from end-users Monitors servers, installs patches, configures ActiveDirectory, etc. Best PracticesSlide 11 © Third Sky, Inc – Service Owner Session

12 Business Relationship Management Process Owner Service Level Management Process Owner Incident Process Owner Problem Process Owner Change Process Owner Key Service Management Roles Customer 1 Customer 2 Customer 3 Customer 4 Business Relationship Manager #1 Business Relationship Manager #2 Sales Automation Service Owner Service Owner Database Administration Service Owner Server Management Service Owner Service Catalog Service Management Service Sales Automation Database Administration Server Management Best PracticesSlide 12 © Third Sky, Inc – Service Owner Session

13 SERVICE STRATEGY Define strategy & roadmap for their service Understand the customer’s service requirements Manage financial aspects of their service SERVICE OPERATION Ensure monitoring & control is established Understand Incident trends and provide oversight for Major Incidents Oversee Problem Management for their service Enable the submission of service requests & the fulfillment of request SERVICE TRANSITION Participate in Change Management Stakeholders in projects for their service Ensures appropriate groups are maintaining the CMDB for their service Ensure knowledge capture and knowledge transfer Service Operation Service Transition Service Design Service Strategy Continual Service Improvement CONTINUAL SERVICE IMPROVEMENT Reviews reports to ensure service level objectives are met Recommend, prioritize and drive improvements Sample Service Owner Responsibilities across the Service Lifecycle SERVICE DESIGN Ensure their service is up to date in the service catalog Design the following: Service solution Management systems and tools Technical & management architecture Processes required Measurement methods & metrics Ensure service satisfies requirements such as Availability Capacity Continuity Security Best PracticesSlide 13 © Third Sky, Inc – Service Owner Session

14 Why is the Service Owner Role important? Manage the end-to-end service as perceived by the customer As opposed to just managing the individual components of the service Provide a single-point of accountability Avoid finger-pointing Avoid breakdowns between Service Lifecycle stages Ensure service is delivered consistently across the organization Best PracticesSlide 14 © Third Sky, Inc – Service Owner Session

15 Discussion Questions Are they the same or different? Why? Service Owners and a Director/Manager of the team Are they the same or different? Why? If Practice Managers are Service Owners, what additional responsibilities do they have? Service Owners and Practice Managers Best PracticesSlide 15 © Third Sky, Inc – Service Owner Session

16 Agenda Introductions Best Practices and the Service Owner Role Service Design Service Catalog SLAs and OLAs Service Transition Change Management Knowledge Management Service Operations Incident Management Problem Management Request Fulfillment Continual Service Improvement Reporting Creating an Effective Service Owner Program Questions & Answers AgendaSlide 16 © Third Sky, Inc – Service Owner Session

17 HUIT Service Catalog Service CatalogSlide 17 © Third Sky, Inc – Service Owner Session

18 Services Owners and the Service Catalog Service Owners are accountable for their Service Descriptions in the Service Catalog Links to content related to their Service Descriptions Review your Service Description at least once a year Need to make changes? Contact Simon Pride OR Service CatalogSlide 18 © Third Sky, Inc – Service Owner Session

19 SLAs, OLAs and UCs Organizational Partner (Customer) Organizational Partner (Customer) HUIT IT Team Supplier Service Level Agreement (SLA) Operational Level Agreement (OLA) Underpinning Contract (UC) SLAs and OLAsSlide 19 © Third Sky, Inc – Service Owner Session

20 Service Owners and SLAs/OLAs Understanding the organizational partner’s (customer’s) Service Level requirements Defining, negotiating and agreeing on the SLA/OLA with their organizational partner (customer) Ensuring OLAs and UCs align with their SLA Ensuring reports are produced that measure SLA achievements Analyze reports and identify opportunities to improve their service (and execute service improvement plans) SLAs and OLAsSlide 20 © Third Sky, Inc – Service Owner Session Service Owners, in the future, will be accountable for

21 Agenda Introductions Best Practices and the Service Owner Role Service Design Service Catalog SLAs and OLAs Service Transition Change Management Knowledge Management Service Operations Incident Management Problem Management Request Fulfillment Continual Service Improvement Reporting Creating an Effective Service Owner Program Questions & Answers AgendaSlide 21 © Third Sky, Inc – Service Owner Session

22 Change Management Process is Changing Service Owners setup approvers to review Changes that impact their services Change Requesters self-identify impacted services In the future, this could be automated by the CMDB Revised Change Management process part of Change Management launch in ServiceNow in October Change ManagementSlide 22 © Third Sky, Inc – Service Owner Session

23 Types of Changes Change ManagementSlide 23 © Third Sky, Inc – Service Owner Session Type of ChangeApproval Process Standard Change(none) Pre-approved. Has a SOP. Normal Change – Low RiskAssignment Group Manager Impacted Services that want to review Low Risk changes Others as requested Normal Change – Medium RiskAssignment Group Manager Impacted Services that want to review Medium Risk changes CAB approves online Others as requested Normal Change – High RiskAssignment Group Manager Impacted Services CAB reviews in CAB meeting Others as requested Major Change ProposalSenior Leadership Emergency ChangeEmergency CAB Risk is determined by scope, impact and probability.

24 Service Owners are Accountable for Define SOPs for Standard Changes Get Standard Changes pre-approved through Change Management Standard Changes If you want someone to review low risk changes that might impact your service, identify an approver Normal – Low Risk Changes If you want someone to review medium risk changes that might impact your service, identify an approver Normal – Medium Risk Changes You must identify an approver to review high risk changes that might impact your service Normal – High Risk Changes Change ManagementSlide 24 © Third Sky, Inc – Service Owner Session

25 Change Approver Responsibilities Must approve in a timely manner “No response” is considered approval If Change is not approved, need to describe “why” Change ManagementSlide 25 © Third Sky, Inc – Service Owner Session

26 Service Owners and Knowledge Management Service Owners are accountable for Knowledge ManagementSlide 26 © Third Sky, Inc – Service Owner Session Ensuring knowledge is captured and transferred from design/transition team to operation team Ensuring the following types of knowledge is create Troubleshooting checklist for first line Knowledge articles for common solutions, known errors, work-arounds, etc. Knowledge articles for end-users, e.g. FAQs

27 Agenda Introductions Best Practices and the Service Owner Role Service Design Service Catalog SLAs and OLAs Service Transition Change Management Knowledge Management Service Operations Incident Management Problem Management Requests Fulfillment Continual Service Improvement Reporting Creating an Effective Service Owner Program Questions & Answers AgendaSlide 27 © Third Sky, Inc – Service Owner Session

28 Service Owners and Incident Management Service Owners are Accountable for Incident ManagementSlide 28 © Third Sky, Inc – Service Owner Session Ensuring Incident Service, Service Component and Categorization is up-to-date Ensuring Incidents are being resolved in a timely manner for their service Ensuring On-Call / Escalation Paths are up-to-date Analyzing Incident reports for their service and determining how to improve their service

29 Service Owners and Problem Management Problem Management is coming soon. Service Owners will be accountable for Problem ManagementSlide 29 © Third Sky, Inc – Service Owner Session Ensuring teams are working towards reducing the number of Incidents and/or reducing the impact of Incidents Prioritizing Problem Management activities for their service Ensuring work-arounds and known errors are being documented If there is appropriate business justification, ensuring Problems are fixed

30 Service Owners and Request Fulfillment Different types of request catalogs: Request Center Used by IT and selected partners to make structured request from HUIT teams, e.g. ‐New server ‐New database ‐Copy database Employee Self-Service End user computing requests Request FulfillmentSlide 30 © Third Sky, Inc – Service Owner Session Browse a Catalog of Requests Complete Online Form Approval Workflow Fulfillment Workflow Incrementally being built now Coming in the future

31 Service Owners and Request Fulfillment Service Owners are Accountable for Request FulfillmentSlide 31 © Third Sky, Inc – Service Owner Session Identify who should work with the ITSM team to design the structured requests Ensure that representatives from the fulfillment teams are participating in testing, and the fulfillment teams are participating in training Ensure that requesters receive communication and training (if necessary) when the structured requests are ready in ServiceNow

32 Agenda Introductions Best Practices and the Service Owner Role Service Design Service Catalog SLAs and OLAs Service Transition Change Management Knowledge Management Service Operations Incident Management Problem Management Requests Fulfillment Continual Service Improvement Reporting Creating an Effective Service Owner Program Questions & Answers AgendaSlide 32 © Third Sky, Inc – Service Owner Session

33 7-Step Improvement Process Continual Service ImprovementSlide 33 © Third Sky, Inc – Service Owner Session

34 ServiceNow Reporting Capabilities # of tickets Mean time to restore Ticket aging SLA achievements Incident # of requests Mean time to fulfill each type of request Request aging Request # of changes % of successful changes Change calendar Change Continual Service ImprovementSlide 34 © Third Sky, Inc – Service Owner Session

35 Discussion What types of additional reporting do you need to manage your service? Continual Service ImprovementSlide 35 © Third Sky, Inc – Service Owner Session

36 Agenda Introductions Best Practices and the Service Owner Role Service Design Service Catalog SLAs and OLAs Service Transition Change Management Knowledge Management Service Operations Incident Management Problem Management Requests Fulfillment Continual Service Improvement Reporting Creating an Effective Service Owner Program Questions & Answers AgendaSlide 36 © Third Sky, Inc – Service Owner Session

37 Discussion What help do you need to be successful service owners? Templates and samples Authority Automated reports Senior management support Engagement model Educating client Being plugged in early Shared understanding of what is a service order Automated ticket creating and routing Service owner “user group” Define best practices Service Owner ProgramSlide 37 © Third Sky, Inc – Service Owner Session

38 Discussion What help do you need to be successful service owners? Authority Education Service dependencies Right resources to deliver the service Keep services up to date / governance process Up to date documentation and knowledge base Service Portfolio Management Senior Management backing and enforcement Shared responsibility across organization Trust between service owners Accountability Service owner “user group” Service Owner ProgramSlide 38 © Third Sky, Inc – Service Owner Session

39 Discussion If we hold regular Service Owner meetings: How frequent should these meetings be? ‐Once a month What should be covered in the meetings? ‐Get on same page ‐Compile issues and concerns ahead of time ‐Sub service / categorization ‐Feedback from senior management ‐Case studies / ITIL model ‐Service catalog / service definition Service Owner ProgramSlide 39 © Third Sky, Inc – Service Owner Session

40 Discussion If we hold regular Service Owner meetings: How frequent should these meetings be? ‐Quarterly major; monthly minor What should be covered in the meetings? ‐Rationalizing services and service owners ‐Customer experience ‐Continuing definition of services ‐Mapping resources to budget cycle Service Owner ProgramSlide 40 © Third Sky, Inc – Service Owner Session

41 Agenda Introductions Best Practices and the Service Owner Role Service Design Service Catalog SLAs and OLAs Service Transition Change Management Knowledge Management Service Operations Incident Management Problem Management Requests Fulfillment Continual Service Improvement Reporting Creating an Effective Service Owner Program Questions & Answers AgendaSlide 41 © Third Sky, Inc – Service Owner Session

42 Questions & Answers Slide 42 © Third Sky, Inc – Service Owner Session Thank you for attending! Slides will be posted on If you have questions, please


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