ISYS3000

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• ISYS3000
• Information Systems Management
• Week 8 Lecture 2
• Service Management
• Delivering IS/IT Services
• Supporting IT services
• Configuration and Release Management

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• TODAY
• Exam questions
• Configuration management
• Release management

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• Model Exam questions
• When should an SLA first be drafted?
• Name 5 benefits of the Service Desk and Incident
  Management process.

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Log the call against asset
Describe the incident
Classify the apparent problem (a 3-tiered
classification)
Check out prior calls and actions on this entity
Describe the action taken to get the service
working again
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IT Services
Organisational Strategy
Information Systems IT Infrastructure Software Har
dware, Policies Plans Procedures Contracts People
s skills Relationships
Managing IS people
Aligning strategy
Service Management Managing the delivery and
support of IS
Planning
Evaluating IT investment performance
Developing IS/IT Services
IT Business Cases
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Service Management Processes
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Operational/Support Processes
Change Management
Release Management
authorization
impact analysis
requestfor change
Release Policy
2nd Line/Problem Management
incidentMgmt
problemcontrol
errorcontrol
Service Desk
incidentMgmt
Configuration management
incidents
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• What is Configuration Management?
• Knowing what the variables used in providing IT
  Services are,
• Knowing the relationships among them,
• Maintaining that knowledge accurately,
• Making that information available to other
  processes.

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• Asset management and configuration management
• Configuration Items
• The CMDB

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• What is the IT Infrastructure?

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What does Configuration Management do?

• Planning
• Identifying
• Controlling
• Status Accounting
• Verifying, auditing and reporting

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What does Configuration Management do?

• Supports SOE
• Integrates with DSL
• Integrates with software installation tools
• Integrates with EMS tools

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• Attributes of entities in the CMDB
• What is it?
• What kind of entity is it?
• Where is it?
• Who owns it?
• What does it cost?
• What is intended purpose?
• Who supplies it?
• Who fixes it if it breaks?
• What other entities is it related to?
• What is its operational status?
• What incidents and problems are related to it
  errors, solutions
• What changes have been made and when?
• What changes have been requested, by whom and
  what cost benefit analysis/impact statement
  supports them?
• What is its importance to the organisation?
• What version is it?
• What is it identified by?

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entity
user
location
impact of failure on organisation
related entities
associated contracts/licences
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(No Transcript)
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Details of contract
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Lost opportunity

• Billions were spent on Y2K touching almost
  every IT asset
• Yet much of that data was not updated nor is it
  common to capture new and changed items of IT
  infrastructure post Y2K

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• Benefits of Configuration Management
• Accessibility and completeness of information at
  the basis of agreements
• Security
• Error reduction
• Assists financial and expenditure planning
• Assists contingency planning
• Supports incident management (and other
  processes)
• Powerful opportunities for IS management
  reporting in combination with Incident Management
  
• CM as KM

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Operational/Support Processes
Change Management
Release Management
authorization
impact analysis
requestfor change
Release Policy
2nd Line/Problem Management
incidentMgmt
problemcontrol
errorcontrol
Service Desk
incidentMgmt
Configuration management
incidents
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Release Management

• Plans and controls the release of software and
  hardware into the operational environment
• Agrees on what is to happen
• Manages expectations
• Ensures that hardware and software is traceable,
  secure, correct, authorised and tested
• Provides back out plans for failed releases

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Release Management

• Links the service development processes and
  service management processes
• Protects the live environment and its services
  through the use of formal procedures and checks
  before new or changed components are added to the
  live environment and having backout plans.
• Integrates with CMDB and DSL

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• Steps in release Management
• Planning
• Design, build, configure
• Release acceptance
• Rollout planning
• Testing to acceptance criteria
• Sign-off for implementation
• Communication, preparation and training
• Before and after audits
• Release, distribution and installation

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• Benefits of release Management
• Increases success rate in the the implementation
  of new or changed software
• Cross platform consistency
• Reliability of infrastructure through quality
  control
• Stability of live environment
• Flexibility
• Error reduction

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Evaluating effectivenessThe Information
Management Superiority Model

• Governance
• Business Plan Alignment
• Process Improvement
• Resource Optimisation
• Operating Excellence
• Paul Strassmann