Difference between revisions of "EGI IT Service Management"
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= What is ITSM = | |||
Text of what it is and why EGI is doing it. <br><br> | |||
1.) Process Approach. To effectively manage all IT services and underlying components, a process-based approach to service management shall be adopted. | = Service Management Policy = | ||
*All required processes are defined, communicated and improved based on business needs and feedback from people and parties involved. | |||
1.) '''Process Approach.''' To effectively manage all IT services and underlying components, a process-based approach to service management shall be adopted. | |||
*All required processes are defined, communicated and improved based on business needs and feedback from people and parties involved. | |||
*Roles and responsibilities are clearly defined. | *Roles and responsibilities are clearly defined. | ||
2.) Customer Alignment. The provision of IT services shall be aligned to customer needs. | |||
*Services are delivered in a defined quality sufficient to satisfy requirements identified from business processes. | 2.) '''Customer Alignment.''' The provision of IT services shall be aligned to customer needs. | ||
*Services are delivered in a defined quality sufficient to satisfy requirements identified from business processes. | |||
*For all services, a corporate level SLA and/or specific SLAs, which have been agreed with stakeholders, is in place. | *For all services, a corporate level SLA and/or specific SLAs, which have been agreed with stakeholders, is in place. | ||
3.) Continual Improvement. Services and service management processes shall be continually improved. | |||
*Feedback from stakeholders is used to continually improve services and service quality. All proposals for improvements are recorded and evaluated. | 3.) '''Continual Improvement. '''Services and service management processes shall be continually improved. | ||
*Feedback from stakeholders is used to continually improve services and service quality. All proposals for improvements are recorded and evaluated. | |||
*Service management is improved based on continual monitoring of process performance and effectiveness. | *Service management is improved based on continual monitoring of process performance and effectiveness. | ||
4.) '''Training & Awareness. '''Through trainings and awareness measures, it shall be ensured that staff involved in service management activities can effectively perform according to their roles. | |||
<br><br> | |||
5.) '''Leadership. '''Senior management is committed to this policy and its implementation. It provides the resources required to implement and improve service management and enhance customer satisfaction with IT services. | |||
'''''--To be approved by the EGI Council--'''''<br><br> | |||
= Service Management Processes = | = Service Management Processes = | ||
In the first phase of ITSM implementation EGI is focusing on 7 of the 14 total processes, which will then be expanded to the others. The rationale for those selected is based on the processes that others depend and to balance the effort required to implement ITSM processes overall. | In the first phase of ITSM implementation EGI is focusing on 7 of the 14 total processes, which will then be expanded to the others. The rationale for those selected is based on the processes that others depend and to balance the effort required to implement ITSM processes overall. | ||
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! Process | ! Process | ||
! Abbr. | ! Abbr. | ||
! Key goal / objective | ! Key goal / objective | ||
! Process Owner | ! Process Owner | ||
|- | |- | ||
| '''[[ | | '''[[EGI Service Portfolio Management|Service Portfolio Management]]''' | ||
| SPM | | SPM | ||
| Define and maintain a service portfolio | | Define and maintain a service portfolio | ||
| Sy Holsinger, EGI.eu | | Sy Holsinger, EGI.eu | ||
|- | |- | ||
| '''Service Level Management''' | | '''Service Level Management''' | ||
| SLM | | SLM | ||
| Define, agree and monitor service levels with customers by establishing meaningful service level agreements (SLAs) and supportive operational level agreements (OLAs) | | Define, agree and monitor service levels with customers by establishing meaningful service level agreements (SLAs) and supportive operational level agreements (OLAs) | ||
| | | | ||
|- | |- | ||
| '''Service Reporting Management''' | | '''Service Reporting Management''' | ||
| SRM | | SRM | ||
| Specify all service reports and ensure they are produced according to specifications in a timely manner to support decision-making | | Specify all service reports and ensure they are produced according to specifications in a timely manner to support decision-making | ||
| | | | ||
|- | |- | ||
| Service Continuity & Availability Management | | Service Continuity & Availability Management | ||
| SCAM | | SCAM | ||
| Ensure sufficient service availability to meet agreed requirements and adequate service continuity in case of exceptional situations | | Ensure sufficient service availability to meet agreed requirements and adequate service continuity in case of exceptional situations | ||
| | | | ||
|- | |- | ||
| Capacity Management | | Capacity Management | ||
| CAPM | | CAPM | ||
| Ensure sufficient capacities are provided to meet agreed service capacity and performance requirements | | Ensure sufficient capacities are provided to meet agreed service capacity and performance requirements | ||
| | | | ||
|- | |- | ||
| Information Security Management | | Information Security Management | ||
| ISM | | ISM | ||
| Manage information security effectively through all activities performed to deliver and manage services, so that the confidentiality, integrity and accessibility of relevant assets are preserved | | Manage information security effectively through all activities performed to deliver and manage services, so that the confidentiality, integrity and accessibility of relevant assets are preserved | ||
| | | | ||
|- | |- | ||
| '''Customer Relationship Management''' | | '''Customer Relationship Management''' | ||
| CRM | | CRM | ||
| Establish and maintain a good relationship with customers receiving services | | Establish and maintain a good relationship with customers receiving services | ||
| | | | ||
|- | |- | ||
| '''Supplier Relationship Management''' | | '''Supplier Relationship Management''' | ||
| SUPPM | | SUPPM | ||
| Establish and maintain a healthy relationship with suppliers supporting the service provider in delivering services to customers, and to maintain contracts with suppliers | | Establish and maintain a healthy relationship with suppliers supporting the service provider in delivering services to customers, and to maintain contracts with suppliers | ||
| | | | ||
|- | |- | ||
| '''Incident & Service Request Management''' | | '''Incident & Service Request Management''' | ||
| ISRM | | ISRM | ||
| Restore normal / agreed service operation within the agreed time after the occurrence of an incident, and to respond to user service requests | | Restore normal / agreed service operation within the agreed time after the occurrence of an incident, and to respond to user service requests | ||
| | | | ||
|- | |- | ||
| Problem Management | | Problem Management | ||
| PM | | PM | ||
| Investigate the root causes of (recurring) incidents in order to avoid future recurrence of incidents by resolving the underlying problem, or to ensure workarounds / temporary fixes are available to support quick restoration of the service, if incidents re-occur | | Investigate the root causes of (recurring) incidents in order to avoid future recurrence of incidents by resolving the underlying problem, or to ensure workarounds / temporary fixes are available to support quick restoration of the service, if incidents re-occur | ||
| | | | ||
|- | |- | ||
| Configuration Management | | Configuration Management | ||
| CONFM | | CONFM | ||
| Provide and maintain a logical model of all configuration items and their relationships and dependencies | | Provide and maintain a logical model of all configuration items and their relationships and dependencies | ||
| | | | ||
|- | |- | ||
| Change Management | | Change Management | ||
| CHM | | CHM | ||
| Ensure changes to configuration items are planned, approved, implemented and reviewed in a controlled manner to avoid adverse impact of changes to services or the customers receiving services | | Ensure changes to configuration items are planned, approved, implemented and reviewed in a controlled manner to avoid adverse impact of changes to services or the customers receiving services | ||
| | | | ||
|- | |- | ||
| Release & Deployment Management | | Release & Deployment Management | ||
| RDM | | RDM | ||
| Bundle changes to one or more configuration items into releases, so that these changes can be tested and deployed to the live environment together | | Bundle changes to one or more configuration items into releases, so that these changes can be tested and deployed to the live environment together | ||
| | | | ||
|- | |- | ||
| '''Continual Service Improvement Management''' | | '''Continual Service Improvement Management''' | ||
| CSI | | CSI | ||
| Identify, prioritise, plan, implement and review improvements to services and service management | | Identify, prioritise, plan, implement and review improvements to services and service management | ||
| | | | ||
|} | |} | ||
[[Category:EGI_ITSM]] |
Revision as of 14:56, 7 August 2013
What is ITSM
Text of what it is and why EGI is doing it.
Service Management Policy
1.) Process Approach. To effectively manage all IT services and underlying components, a process-based approach to service management shall be adopted.
- All required processes are defined, communicated and improved based on business needs and feedback from people and parties involved.
- Roles and responsibilities are clearly defined.
2.) Customer Alignment. The provision of IT services shall be aligned to customer needs.
- Services are delivered in a defined quality sufficient to satisfy requirements identified from business processes.
- For all services, a corporate level SLA and/or specific SLAs, which have been agreed with stakeholders, is in place.
3.) Continual Improvement. Services and service management processes shall be continually improved.
- Feedback from stakeholders is used to continually improve services and service quality. All proposals for improvements are recorded and evaluated.
- Service management is improved based on continual monitoring of process performance and effectiveness.
4.) Training & Awareness. Through trainings and awareness measures, it shall be ensured that staff involved in service management activities can effectively perform according to their roles.
5.) Leadership. Senior management is committed to this policy and its implementation. It provides the resources required to implement and improve service management and enhance customer satisfaction with IT services.
--To be approved by the EGI Council--
Service Management Processes
In the first phase of ITSM implementation EGI is focusing on 7 of the 14 total processes, which will then be expanded to the others. The rationale for those selected is based on the processes that others depend and to balance the effort required to implement ITSM processes overall.
Process | Abbr. | Key goal / objective | Process Owner |
---|---|---|---|
Service Portfolio Management | SPM | Define and maintain a service portfolio | Sy Holsinger, EGI.eu |
Service Level Management | SLM | Define, agree and monitor service levels with customers by establishing meaningful service level agreements (SLAs) and supportive operational level agreements (OLAs) | |
Service Reporting Management | SRM | Specify all service reports and ensure they are produced according to specifications in a timely manner to support decision-making | |
Service Continuity & Availability Management | SCAM | Ensure sufficient service availability to meet agreed requirements and adequate service continuity in case of exceptional situations | |
Capacity Management | CAPM | Ensure sufficient capacities are provided to meet agreed service capacity and performance requirements | |
Information Security Management | ISM | Manage information security effectively through all activities performed to deliver and manage services, so that the confidentiality, integrity and accessibility of relevant assets are preserved | |
Customer Relationship Management | CRM | Establish and maintain a good relationship with customers receiving services | |
Supplier Relationship Management | SUPPM | Establish and maintain a healthy relationship with suppliers supporting the service provider in delivering services to customers, and to maintain contracts with suppliers | |
Incident & Service Request Management | ISRM | Restore normal / agreed service operation within the agreed time after the occurrence of an incident, and to respond to user service requests | |
Problem Management | PM | Investigate the root causes of (recurring) incidents in order to avoid future recurrence of incidents by resolving the underlying problem, or to ensure workarounds / temporary fixes are available to support quick restoration of the service, if incidents re-occur | |
Configuration Management | CONFM | Provide and maintain a logical model of all configuration items and their relationships and dependencies | |
Change Management | CHM | Ensure changes to configuration items are planned, approved, implemented and reviewed in a controlled manner to avoid adverse impact of changes to services or the customers receiving services | |
Release & Deployment Management | RDM | Bundle changes to one or more configuration items into releases, so that these changes can be tested and deployed to the live environment together | |
Continual Service Improvement Management | CSI | Identify, prioritise, plan, implement and review improvements to services and service management |