ITILV3服务策略培训

ContentsThemaingoalsandobjectivesConceptsandPrinciplesUtilityandWarrantyResourceandCapabilityServicePortfolioServiceCatalogueProcessesFinancialManagementDemandmanagementTechnologyServiceAutomationSWOT…..EMSbusinessstrategyFlowerTransportCEOMrLiuBusinessStrategyMeetingITServiceManagerMISSLeeIdentifyingaNeworChangedServiceResearchyourcustomerandmarketspaceIdentifyopportunitiesEnsureyoucanhandlethecostsandrisksoftheservicesyouofferCustomerWeneedtotransportfornon-standardserviceCustomerIneedtoflowerserviceTheMajorityofusersEMSBusinessEMSITWhatITServiceSupporttheNewBusinessServices?BusinessService:Non-StandardFlowersHandlingITService:EnhancedTrackingSoftwareITService:EnhancedBillingSoftwareEvaluatingtheServicesBeforeagreeingtooffertheseservices,MissleemustmakecertaintheyarevaluableandcanbedeliveredbyherorganizationGoalandObjectives哪些應當被提供服務服務應當被提供給誰如何發展服務的內部和外部市場現在和潛在的競爭、能夠區分做什麼與怎麼做的價值目標客戶與利益相關人將如何衡量價值、價值將如何被創造如何通過財務管理掌握和控制價值的創造如何創造安全的戰略性的服務資產和服務管理能力的投資如何分配現有資源發揮最佳效果全面的服務組合服務性能如何衡量EvaluatingServicesWilltheserviceProvidevalue?ArewecapableofdeliveringtheService？UtilityandWarrantyResourceandCapabilitiesUtility(效用)“WhattheCustomergets”Warranty(保証)“Howisitdelivered”+=ValueCreationPerformancesupported?Constraintsremoved?ORANDT/FT/FValue-created？Availableenough?Capacityenough?Continuousenough?Secureenough?ANDT/FFitforpurpose?Fitforuse?ApplyingUtilityandWarrantyITprovidesEMSwithenhancedtrackingsoftware-Thetrackingdatabaseis:AlwaysavailableEasytoaccessDifficulttoQueryandrequiresagentstoclickthroughmultiplescreensforthedesiredinformationThisisanexamplefor:LowutilityandhighwarrantyResource&CapabilityTheabilityofanorganization、person、process、application、configurationitemorITservicetocarryoutanactivity.CapabilityAgenerictermthatincludesITinfrastructure、people、moneyoranythingelsethatmighthelptodeliveranITserviceResourceIThasdeterminedtheenhancedsoftwaretrackingservicerequiresprintersthatwillcreatebarcodesforfollowerServiceStrategyIdentifyanopportunityIdentifyITServicestoSupporttheBusinessStrategyEvaluatetheServicesDotheseservicesprovidevalue?-UtilityandWarrantyCanwedelivertheservice?-ResourceandCapabilitiesEnsureyoucanhandlethecostsandrisksassociatedwithdeliveringtheservicethroughservicestrategyprocessDemandManagementFinancialManagementServicePortfolioManagementRequirementsDefinedAnalyzedApprovedServiceportfolioFinancialManagementAccounting（核算）Budgeting（預算）Charging（計費）ABCDemandManagementDemandManagement需了解企業的策略及需求，利用PBA+UP的分析方法，採取適當的需求管理手段（獎勵或收費制），進行必要的資源調度及支援，去滿足企業的需求；需求的處理會進一步影響企業未來的PBA，再進行相對應的需求管理，形成一個cycle，力求一個demand與resource的完美balance平衡。DemandManagementAworkloadprofileofoneormorebusinessactivities.PBAareusedtohelptheITserviceproviderunderstandandplanfordifferentlevelsofbusinessactivity.ApatternofuserDemandforITservices.EachUserprofileincludesoneormorePatternsofBusinessActivitiesAdefinedlevelofUtilityandWarrantyforaparticularServicePackage.EachSLPisdesignedtomeettheneedsofaparticularpatternofbusinessactivityPatternsofBusinessActivities(商業活動模式)UserProfile（使用者檔案）ServiceLevelPackage（服務級別包）PBAPBA定義出所有企業的商業活動（動態性），包含該活動的對應對象（顧客、廠商、管理階層等），以及活動的屬性（如執行頻率、機密性、數量等等）。由商業模式活動（PBA）可以分析出：哪些活動對應企業而言是高頻率執行的首要活動，基本上高頻率活動的成功與否對企業有顯著且立即的深度影響，另外也可得知活動的獲益、營收及成本，清楚地定義出各活動的優先順序。UPUP定義出企業組織內所有流程、功能相關的角色及所屬權責（Roles&Responsibilties）透過UP的協助、可清楚區別出各個活動、功能或程式，由那一個角色負責執行或使用。運用UP與PBA的比較分析，有助於需求的了解及管理。ServicePortfolioManagement（program、Project）RequirementsDefinedAnalyzedApprovedCharteredDesignedDevelopedBuiltTestedReleasedOperationalRetiredServicePortfolioManagementProjectInitiationFinalizeScope&ApproachProjectKickoffInitialServicePlanningBusinessAnalysisInitialServiceDesignServiceCharacteristicsDesignValidationServiceDescriptionsServiceUnit&CostsServiceMeasurementsServiceLevelsServiceReportingServiceWorkflowToolInstallationToolConfigurationToolIntegrationToolTestingKnowledgeSharingImprovement&MaintenanceStrategy·IdentifyKeyStakeholders·SteeringCommitteeEstablishedandActivated·StakeholderAnalysis·Definecontext·DetermineProductLinein-scope·Develop/Fine-tuneOverallApproach·PlanningandRisksAssessmentFinalization·DevelopDatacollectionPlan·EstablishaReviewschedule·SegmentCustomerGroups·ReviewExistingPlan·Selectinitialsetofservices·InterviewPlanning·DataGathering·DataAnalysis·InitialFrameworkDesign·StakeholderValidation·StakeholderWorkshops·FinalizeDesign·ServiceMetricsDefinition·ServiceCharacteristics·ServiceDescriptions·EstablishServicesUnits·EstablishUnitCosts·DevelopSLATemplates·EstablishSLOs·EstablishServiceLevelVariation·MeasurementsFrequencyMethods·ReportTemplates(Availability/Performance/Charging)·DataAggregationMethod·WorkflowsBusinessAnalysis·WorkflowsProcessDesign·DesignWorkflows·EvaluateandidentifyAutomationTool·ImplementInfrastructure·InstallandConfigure·Testinstallation·CodeFramework·CodeServiceCosts·CodeDescription·CodeMetrics·ImplementMeasurementMethods·ImplementSLAs·CodeSLOs·CodeReports·CodeWorkflows·Testing·Integration·FinalizeDocumentation·AcceptanceActivities·KnowledgeSharing·PerformTraining·Measurement