Bernard The IT Service Part 2 – The Handbook

1. Auflage 2012
ISBN: 978-90-8753-879-8
Verlag: Van Haren Publishing
Format: PDF
Kopierschutz: Adobe DRM (»Systemvoraussetzungen)

E-Book, Englisch, 412 Seiten

Reihe: Best Practice

Since the early 2000s numerous external scenarios and drivers have added significant pressures upon the IT organisations. Among many, these include:

Regulatory compliance: data privacy requirements and corporate scandals have focused a requirement for transparency – with high impact on IT organisations

Economic pressures: require IT organisations to more closely align with business imperatives.

The outcome has been an explosion of ‘standards’ and ‘frameworks’ each designed to support the IT organisation as it demonstrates to the world that they are the’ rock’ of an organisation: strong, reliable, effective and efficient. Most of these standards and frameworks have great elements but no organisation can adopt them all – and many were created without sufficient considerations for interoperability.

The IT Service (in 2 parts) looks at the key and very simple goals of an IT organisation and clearly and succinctly presents to the reader the best ‘rock solid’ elements in the Industry. It then shows how all the key elements can easily ‘crystallise’ together –with great templates and check-lists.

In Part 1 (another book) the reader is presented with the simple objectives that the IT department really must address.

In Part 2 (this book) the reader gains expert advice on how the components of IT Service are ‘crystallised’ in a real environment. There’s a delightfully simple set of steps:

OVERVIEW OF THE SERVICE DESIGN PACKAGE

THE SERVICE STRATEGY

ASPECTS Of SERVICE DESIGN

OUTPUTS OF THE SERVICE DESIGN PHASE

OUTPUTS OF THE SERVICE TRANSITION PHASE

OUTPUTS OF THE SERVICE OPERATION PHASE

Within these the Author gives a very simple set of templates (or tells you where they are to be found), practical guidance and very simple checklists. It’s up the reader how far you develop each stage: a lot depends on the nature of your business of course. The joy of this approach is that the reader knows that all basic components are identified -- and that more extensive resources are referred to if the reader wishes to extend.

Autoren/Hrsg.

Bernard, Pierre

Inhaltsverzeichnis

1;Colophon;5
2;Acknowledgements;6
3;Foreword;7
4;1 Introduction;18
4.1;Important concepts…;19
4.2;Does value mean quality?;20
5;2 Overview of the service design package;22
5.1;Introduction;22
5.2;Value creation through services;23
5.3;Requirements through each phase of the lifecycle;32
5.4;Chapter summary;48
6;3 About the service strategy;50
6.1;Introduction;50
6.2;Plan;51
6.3;Patterns;57
6.4;Position;58
6.5;Perspective;58
6.6;Market space;60
6.7;Service portfolio;63
6.8;Service pipeline;65
6.9;Service investment analysis;67
6.10;Business impact analysis (BIA);70
6.11;Business case;71
6.12;Service definitions;75
6.13;Service model;77
6.14;Sourcing strategy;80
6.15;Generating the strategy;83
6.16;Financial management;84
6.17;Demand management;86
6.18;Business outcomes;87
6.19;Supplier strategy;90
6.20;An organisation’s IT strategy;91
6.21;Balanced scorecard;94
6.22;Architectures for the organisation;98
6.23;Tying utility to value, outcomes, costs and risks;108
6.24;Chapter summary;122
7;4 Aspects of service design;124
7.1;Introduction;124
7.2;Quick review of resources and capabilities;124
7.3;The four Ps of service design;127
7.4;Five domains to consider when designing services;130
7.5;Aspects of designing a service – the service solutions;138
7.6;The service portfolio vs the service catalogue;142
7.7;Service management tools;146
7.8;About technology architectures;154
7.9;Using suppliers;157
7.10;Chapter summary;162
8;5 Outputs of the service design phase;164
8.1;Introduction;164
8.2;Service acceptance criteria (SAC);164
8.3;Process framework;166
8.4;Designing and planning documents and their contents;167
8.5;IT plans;168
8.6;Environmental architectures and standards;169
8.7;Statement of requirements (SOR);171
8.8;The typical contents of a capacity plan;172
8.9;IT continuity management generic recovery plan;175
8.10;Service composition model;179
8.11;Service attributes;180
8.12;Service classification;181
8.13;Service categorisation;183
8.14;Architectures;185
8.15;Process model;191
8.16;Generic process model;193
8.17;Service catalogue;203
8.18;Business service catalogue;204
8.19;Technical service catalog;206
8.20;Business requirements;206
8.21;Service level requirements;214
8.22;Service level agreement;216
8.23;Operational service agreement;217
8.24;Underpinning contract;219
8.25;Service review meeting agenda;221
8.26;Service review meeting minutes;222
8.27;SLA framework;223
8.28;Service improvement plan (SIP);228
8.29;Capacity management analysis;230
8.30;Tuning techniques;235
8.31;Baseline;244
8.32;Simulation modelling;245
8.33;Designing resilience;245
8.34;Tuning;246
8.35;Application sizing;247
8.36;Unavailability analysis;248
8.37;The expanded incident lifecycle;249
8.38;Service failure analysis;251
8.39;Component failure impact analysis;253
8.40;Single point of failure analysis;258
8.41;Fault tree analysis;259
8.42;Modelling;261
8.43;Business impact analysis;262
8.44;Off-site storage;263
8.45;Availability testing schedule;264
8.46;Planned and preventative maintenance;264
8.47;Trend analysis;267
8.48;Modelling;267
8.49;Analytical modelling;269
8.50;Simulation modelling;270
8.51;Reports;271
8.52;Service availability;277
8.53;The business requirements for IT availability;278
8.54;The availability plan;279
8.55;Availability design criteria;282
8.56;Recovery design criteria;283
8.57;Availability related reports;283
8.58;The projected service outage – PSO;286
8.59;Chapter summary;287
9;6 Outputs of the service transition phase;288
9.1;Introduction;288
9.2;Transition strategy;289
9.3;Service asset and configuration management strategy;293
9.4;Test strategy;297
9.5;Knowledge management strategy;302
9.6;Communication strategy;305
9.7;Policies;308
9.8;Models;315
9.9;Plans;325
9.10;Scripts;333
9.11;Checklists;336
9.12;Request for change (RFC);339
9.13;Logs;340
9.14;CAB meeting agenda;346
9.15;CAB meeting minutes;347
9.16;Change review meeting;348
9.17;Configuration baseline;348
9.18;Configuration snapshot;348
9.19;Testing approaches and techniques;349
9.20;Types of testing;349
9.21;Organisational change products;350
9.22;Stakeholder map;350
9.23;Current organisation and capability assessment;351
9.24;Document review;353
9.25;Chapter summary;354
10;7 Outputs of the service operation phase;356
10.1;Introduction;356
10.2;Communication in operation;357
10.3;Models in operation;357
10.4;SWOT analysis;359
10.5;Chronological analysis;359
10.6;Pain value analysis;361
10.7;Brainstorming;361
10.8;Ishikawa diagrams;363
10.9;Pareto analysis;363
10.10;Chapter summary;365
11;Appendices;366
11.1;A References;368
11.1.1;ITIL books;368
11.1.2;Other titles suggested by the author;369
11.2;B Some complementary frameworks, methodologies and standards;372
11.2.1;Carnegie mellon university – software engineering institute carnegie mellon;372
11.2.2;Cabinet office (UK);373
11.2.3;Committee of sponsoring organisations (COSO®);384
11.2.4;IASA: the global it architects association®;385
11.2.5;ISACA®;386
11.2.6;International organisation for standardisation (ISO)®;389
11.2.7;IT governance institute®;394
11.2.8;Project management institute (PMI)®;395
11.2.9;Disaster recovery journal (DRJ)®;397
11.2.10;Lean Sigma®;397
11.2.11;Six-Sigma®;398
11.2.12;The business continuity institute (BCI)®;399
11.2.13;The business continuity management institute (BCM institute)®;400
11.2.14;The national institute of standards and technology®;402
11.2.15;The open group®;403
11.2.16;Frameworks and methodologies for ITSM;404
11.3;C Tables, figures and acronyms;406
11.3.1;List of tables;406
11.3.2;List of figures;409
11.3.3;List of most common acronyms;410
12;End notes;412