Archive

Archive for the ‘Frameworks and Service Models’ Category

SaaS – Best Practice perspective

A good perspective by John Rowell, OpSource on steps required to build Software As A Service Offerings. The steps that he has recommended are :

  1. Discovery of business requirements, objectives and guidelines
  2. Designate the Operations Team
  3. Conceive and Design Scalable Infrastructure and Services
  4. Determining Bandwidth requirements and selecting hosting facility
  5. Procuring Infrastructure components
  6. Deploying SAAS delivery infrastructure
  7. Implementing DR and BCP
  8. Integrate monitoring solution
  9. Establish NOC, Client Call Center and Ticketing system
  10. Design and manage SLAs
  11. Document and manage the solution

Read the detailed white-paper here.

Categories: SAAS, Whitepapers Tags: , ,

Prince2 and ITIL working together – Case Study from BMP

August 9, 2010 2 comments

Click here for a detailed case study  by Noel Scott, discussing co-existence of Prince2 and ITIL Frameworks to achieve business requirements

Categories: ITIL, Whitepapers Tags: , ,

CMDB or CMS

Glenn O’Donell writes in his blog on ComputerWorldUK. Please click here to read more…

Official list of ITIL Processes in ITIL V3

Taken from Pink Elephant’s blog

Service Strategy – 4 processes

1. Strategy Generation
2. Financial management
3. Demand management
4. Service Portfolio management

Service Design – 7 processes

1. Service Catalog Management
2. Service Level Management
3. Availability Management
4. Capacity Management
5. It service Continuity Management
6. Information Security Management
7. Supplier Management

Service Transition – 7 processes

1. Transition Planning and Support
2. Change Management
3. Service Asset and Configuration Management
4. Release and Deployment Management
5. Service Validation and Testing
6. Evaluation
7. Knowledge Management

Service Operation – 5 processes

1. Event Management
2. Incident Management
3. Request Fulfillment
4. Problem Management
5. Access Management

Continual service improvement – 3 processes

1. The 7 improvement process
2. Service Measurement
3. Service Reporting

Categories: ITIL, Reference Links Tags: , ,

IT Service Management Starts with?

January 24, 2010 1 comment

According to Mark Schouls, the three processes that IT Service Management starts with are Change Management, Configuration Management and Release Management.

Release Management – Proper release management, which defines the process of building and releasing software, results in a greater success rate in the provisioning of software and hardware to the business, and perhaps more importantly, results in a perceived improvement in the quality of service. Bringing consistency and documented processes to software and hardware releases minimizes downtime, reduces support costs, improves resource utilization and increases confidence across all levels of management.

Configuration Management – Enacting configuration management processes gives organizations a single view of all corporate assets, including their dependencies and interrelationships. Having one federated repository as a point of reference ensures accuracy and eliminates time-consuming duplication of efforts.

Change Management – Codifying change management practices helps organizations better align IT services to business requirements. With rigid processes in place, they eliminate rogue changes, thereby reducing risk and improving user productivity. To undertake change management initiatives, businesses must first accurately assess risk, understand the impact due to any change, analyze resource requirements and make adjustments to align resources as required. At that point they can enact a formal method for approving changes.

Read more of this article on ITSMwatch here.

I would also put Incident Management in this list. IT has to exist in the organization in some form or the other right from the start. Incident Management is one of the key bridges between the IT and its users. It gives a first hand information about the issues which are being faced by the users and would be a key driver for a lot of changes that would be done to restore services.

SaaS and ITSM

Two beautifully written articles on Saas and ITSM

1. SaaS and ITSM – a Marriage Made in Acronym Heaven? by Stephen Mann

This article does not dive down into the complexity of SaaS-variants such as SaaS 1.0, 2.0, and 3.0, or the single-tenancy versus multi-tenancy debate, or terminology such as Hybrid SaaS. It does, however, assume a perspective that views enterprise interest in SaaS-delivered ITSM solutions in the context of replacing already deployed on-premise ITSM applications – a viewpoint that is also used by many vendors to calculate the Return On Investment. Moving from on-premise Product A to SaaS Product B rather than determining the underlying benefits an organisation would realise from utilising their technology to support ITSM processes and procedures.

2. SaaS 3.0 And ITSM, Match Made In Heaven!! by Chris Dancy

The second article is a wonderful overview of Saas, its evolution, maturity levels related to SaaS and its associated with ITSM.

Must read articles both of them!

Categories: Good Read, SAAS Tags: ,

Relationship between ITIL Processes – 1

Basic! yes! very! But don’t be surprised if there are people who have been managing these processes and still do not completely understand these relationships.

This diagram however cannot be termed complete and there is a lot that can be added to it. Will write about the process relationships in detail in the next few posts!