SSME Master Class Part VI Applying SSME & the IT Service Curriculum for ICT Service Management

Transcription

1 SSME Master Class Part VI Applying SSME & the IT Service Curriculum for ICT Service Management Manila 08/08/2008 Prof. Dr. Guido Dedene Katholieke Universiteit Leuven Faculty of Economics and Business Decision Sciences & Information Management University of Amsterdam Vlerick Leuven Gent Management School 1

2 ITSC is a Specialization within SSME SSME All disciplines of SSME in general apply to ITSC in particular ITSC But ITSC extends and deepens SSME with those aspects that are particular for the Management of ICT Services 2

3 ICT/S Services Management 3

4 The IT Service Curriculum A structured pathway into the necessary disciplines for providing as well as supporting IT-Based Services (also in an Outsourcing context) Strongly aligned with the relevant International Standards and Reference Models for IT Service Management (ISO20000, ITIL, CMMI-SVC) as well as Company Best Practices from Business Consulting (IBM ISMA, ITPM & PRM-IT) Much of it is readily suitable for SSME Education Programs for IT- Based Services Management, allready at College Level (Bachelor) up to Master Level The curriculum order is preferably aligned with the CMM steps The current ITSC needs to be complemented with some recent didactical developments, in particular a course in Service-Based Business Modeling 4

5 ITIL UK Office of Government Commerce (OGC) itsmf: IT Service Management Forum BUSINESS ICT/S SERVICES TECHNOLOGY 5

6 Service (operational) Management Overview This is the ITIL v3 view on Services Management Service Desk Function Incident Management Problem Management Change Management Release Management Configuration Management Service Level Management Availability Management Capacity/Performance Management Continuity Management Financial Management 6

7 ITIL Practices - Service Support Release Management C u s t o m e r s Service Desk Incident Management Configuration Management Change Management Problem Management 7

8 The role of the CMDB Capacity Change & Release Cost Problem CMDB Incident (Service Desk) SLM Management Information Performance A good-structured & well-maintained Configuration Management Database can save many unnecessary recurrent costs (e.g. Landline, Cable, Electricity Services ) 8

9 An IT Service Support Model 9

10 An IT Service Delivery Model 10

11 ITIL Version 3 adds Lifecycle Lemniscate for IT-Based Services Service Strategy Service Transition Service Operation Service Design 11

12 12

13 Overview of some standards reference models ISO Standard Standard descriptions for the highest level of ITSM ISO Management Overview ITIL IT Infrastructure Library In House procedures Code of Practice Process Definition Deployed Solutions 13

14 Comparison of ITIL to ISO20000 ITIL Provides framework for best practice Can assess maturity Flexible and adaptable ISO Normative reference Internationally recognised certification Prescriptive Cannot assess maturity Only pass or fail 14

15 The ISO20000 Model Service Delivery Processes Capacity Management Service Continuity and Availability Management Release Process Release Management Service Level Management Service Reporting Service Reporting Control Processes Configuration Management Change Management Resolution Processes Incident Management Problem Management Information Security Management Budgeting and Accounting for IT Services Relationship Processes Business Relationship Management Supplier Management 15

16 The practical IT Services Management In-House Procedures 16

17 A view on IT Service Management Standards 17

18 Recommended Courses for Bachelor Level 3 months Internship in IT- Based Services Technology Trends for Service Innovation Basic Commerce & Accounting Skills Service-Oriented Business Modeling IT Problem & Change Management Foundations in IT Service Management Basic Information/ Communication Technology IT Project Management Service-Oriented Architecture Development of IT-Services IT Infrastructure Management (incl. Security) 18

19 Case Study: Use Service-Based Business Model as new Infrastructure for Internet Provider The main process in the old situation 19

20 Case Study: Use Service-Based Business Model as new Infrastructure for Internet Provider An object-oriented Service Business Model as the new foundation and integration for the Business Services 20 Realized by Bachelor Students

21 Benefits of ICT/S Service Management Source: IDC 21

22 Questions? 22