Please enable JavaScript.

Coggle requires JavaScript to display documents.

SERVICE VALUE SYSTEM (SVS) - Coggle Diagram

- - - - key terms of 15 practices
        Detailed understanding of 7 practices required
        
        service management
        
        Change enablement/Control xxxxxxxxxxxxxxxxxxxxxxx
        
        Incident management xxxxxxxxxxxxxxxxxxxxxxx
        
        IT asset management
        
        Monitoring and event management
        
        Problem management xxxxxxxxxxxxxxxxxxxxxxx
        
        Release management
        
        Service configuration management
        
        Service desk xxxxxxxxxxxxxxxxxxxxxxx
        
        Service level management xxxxxxxxxxxxxxxxxxxxxxx
        
        Service request management xxxxxxxxxxxxxxxxxxxxxxx
        
        general management
        
        Continual improvement xxxxxxxxxxxxxxxxxxxxxxx
        
        Information security management
        
        Relationship management
        
        Supplier management
        
        Deployment management
        
        SERVICE REQUEST MANAGEMENT PRACTICE
        (SRM)
        
        support the agreed quality of a service by handling all predefined,
        user-initiated service requests in an effective and user-friendly manner
        
        GUIDELINES for SRM
        
        should be standardized and automated
        
        Policies should be established regarding what service requests will be fulfilled
        
        Expectations of users regarding fulfilment times should be clearly set
        
        Policies and workflows for redirecting requests which should have been submitted as incidents or changes
        
        Service request:
        -A request from a user or a user’s authorized representative that initiates a service action which has been agreed as a
        normal part of service delivery
        
        Key concepts
        
        are pre-defined and pre-agreed and should include a formal,
        standard workflow for initiation, approval and management of the service request
        
        Service requests may be very simple, or they can be complex; Either way, steps to fulfill the request should be well-known, proven and documented
        
        Service requests may include routine change requests, like standard changes from users
        
        SUPPLIER MANAGEMENT PRACTICE (p214)
        
        CONTINUAL IMPROVEMENT PRACTICE
        
        align the organization’s practices and services with changing business needs through the ongoing improvement of products, services, and practices, or any element involved in the
        management of products and services.
        
        CONTINUAL IMPROVEMENT REGISTER (CIR)
        
        The CIR tracks and manages improvement ideas from identification through to final action
        
        There can be more than one CIR in an organization, maintained by individuals, teams, departments,
        business units, and any other groups
        
        As new ideas are documented and added, CIRs entries can be reprioritized based on current situation
        
        The structure of the CIRs is flexible and should be structured based on context
        
        Key activities include:
        
        • encouraging continual improvement across the organization
        • securing time and budget for continual improvement
        • identifying and logging improvement opportunities
        • assessing and prioritizing improvement opportunities
        • making business cases for improvement action
        • planning and implementing improvements
        • measuring and evaluating improvement results
        • coordinating improvement activities across the organization
        
        Improvement techniques include:
        
        • Continual improvement model
        • SWOT
        • Balanced scorecard
        • Assessments and audits
        • Lean methods
        • Agile methods
        • DevOps methods
        
        IT ASSET MANAGEMENT PRACTICE (p203)
        
        to plan and manage
        the full lifecycle of all IT assets
        
        IT asset:
        
        Any financially valuable component that can contribute to the delivery of an IT product or service.
        
        TYPES OF ASSET MANAGEMENT
        
        Asset management: well-established practice that includes the acquisition, operation, care, and disposal of organizational
        assets, particularly critical infrastructure
        
        IT asset management (ITAM) is a sub-practice of asset management that is specifically aimed at managing the lifecycles
        and total costs of IT equipment and infrastructure.
        
        Software asset management (SAM): infrastructure and process necessary for the effective management, control,
        and protections of the software assets within an organization
        
        ACTIVITIES OF IT ASSET MANAGEMENT (p206)
        
        Hardware assets must be labeled for clear identification
        
        Software assets must be protected from unlawful copying, which could result in unlicensed use
        
        Cloud-based assets must be assigned to specific products or groups so that costs can be managed.
        
        Client assets must be assigned to individuals who take responsibility for their care
        
        SERVICE CONFIGURATION MANAGEMENT
        PRACTICE (p200)
        
        CHANGE ENABLEMENT/CONTROL PRACTICE
        
        maximize the number of successful service and product changes by ensuring that risks have been properly assessed, authorizing changes to proceed, and managing the change schedule.
        
        CHANGE:
        
        The addition, modification, or removal of anything that could have a direct or indirect effect on services
        
        TYPES OF CHANGES:
        
        Standard changes:low-risk, pre-authorized changes that are well understood and fully documented,
        and can be implemented without the need of additional authorization
        
        Normal changes:need to be scheduled, assessed, and authorized following a process. Normal changes can range from minor to significant to very major.
        
        Emergency changes:These are changes that must be implemented as soon as possible. Examples include a
        change to resolve a business critical incident, or a change to implement a security patch.
        
        CHANGE AUTHORITY:
        
        Person or group who authorizes a change
        
        Change schedules are used to plan, communicate, resolve conflicts, and schedule resources
        
        The scope of change enablement is defined by each organization
        
        INCIDENT MANAGEMENT PRACTICE
        
        minimize the negative impact
        of incidents by restoring
        normal service operation
        as quickly as possible.
        
        INCIDENT RESOLUTION:
        
        may be diagnosed and resolved by different people in many areas and groups utilizing the classification
        to escalate to the correct support team.
        
        All teams need to understand the incident management process and its contribution to providing value.
        
        Every incident should be logged and managed to meet customer and user expectations through a formal logging
        process
        
        Incidents are prioritized on an agreed classification to provide appropriate management and resource allocation
        
        Information about incidents should stored in incident records within a suitable tool. Ideally the tool should be
        integrated,
        
        Effective incident management requires a high level of collaboration and information sharing within teams,
        
        This process does not usually include detailed procedures for how to diagnose, investigate and resolve incidents
        but can provide techniques for making diagnosis and investigation more efficient
        
        Investigation of more complicated incidents often requires knowledge and expertise rather than procedural steps
        
        INCIDENT:
        
        unplanned interruption to a service, or reduction in the quality of a service.
        
        SERVICE DESK PRACTICE
        
        capture demand for incident resolution and service requests.
        
        It should also be the entry point and single point of contact for the service provider with all of its users
        
        Channels for service desk access: chat, phone, email...
        
        Supporting capabilities and technologies for a centralized service desk: KB, remote access, IVR...
        
        RELEASE MANAGEMENT PRACTICE
        
        make new and changed services
        and features available for use
        
        Release:
        
        A version of a service or other configuration item, or a collection of configuration items, that is made available for use.
        
        DEPLOYMENT MANAGEMENT PRACTICE (p223)
        
        Phased deployment
        
        Continuous delivery
        
        Big bang deployment
        
        Pull deployment
        
        RELATIONSHIP MANAGEMENT PRACTICE (p233)
        
        SERVICE LEVEL MANAGEMENT PRACTICE (SLM)
        
        set clear business-based targets for service performance, so that the delivery of a service can be properly assessed, monitored, and managed against these targets.
        
        key concepts:
        
        Service level management (SLM) provides end-to-end visibility of the organization’s services. SLM also
        
        - SERVICE LEVEL AGREEMENTS:
        
        A documented agreement between a service provider and a customer that identifies both services required and the
        expected level of service
        
        Service level:
        
        One or more metrics that define expected or achieved service quality
        
        INFORMATION SECURITY MANAGEMENT
        PRACTICE (p242)
        
        PROBLEM MANAGEMENT PRACTICE
        
        reduce the likelihood and impact of incidents by identifying actual
        and potential ROOT causes of incidents, and managing workarounds and known errors
        
        Known error:
        
        A problem that has been analyzed but has not been resolved
        
        Workaround:
        
        A solution that reduces or eliminates the impact of an incident or problem for which a full resolution is not yet available.
        Some workarounds reduce the likelihood of incidents
        
        Problem management phases:
        
        Problem identification – these activities include identifying and logging problems, including recurring incidents,
        and issues reported from users, suppliers, developers ...
        
        Problem control – these activities include investigation and analysis of the problem, and the documentation of any
        resolution, including workarounds and known errors
        
        Error control – these activities include managing known errors where the initial analysis has been completed but a
        permanent solution has not been implemented yet
        
        Problem:
        
        A cause, or potential cause, of one or more incidents
        
        MONITORING AND EVENT MANAGEMENT PRACTICE (p254)