Service Management

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Service Management

• Peter Williams
• Managing Consultant
• OV Solutions Team
• Hewlett-Packard Company

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Session Objectives...
To answer these questions

• What is IT Service Management?
• What are the core components of IT Service
  Management?
• How can this be achieved?
• How do you REALLY do it?

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What is IT Service Management?
ITSM drives services up
Process flow
Services
Costs
Input
Output
The IT factory
ITSM drives costs down
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Service Management Model
Managing Expectation
Managing Information
Managing Resources
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The Essential Elements
hp
Products
People
Process
x
y
z
b
a
6
People

• Its the people who will make or break the
  project
• Pro-active communication is essential
• Roles responsibilities must be clear
• Migration will be important and needs detailed
  planning
• Perhaps you also have people related project
  objectives
• Challenge of skills scarcity

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Process

• A series of inter-dependent management
  operational activities
• May traverse organisation and/or geography
• In fact the process model defines your product
  integration needs
• IT Infrastructure Library
• Public domain
• Best practice
• Addresses full service management spectrum

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Product

• Frameworks were popular - but 75 of
  implementations dont succeed (Gartner)
• Building block approach is more flexible
• The right integration is important
• Investment protection is a must
• 3 core functional areas to consider
• Availability
• Deployment
• Service Management

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Product Integration
"Process-Enabling" Technologies
Traditional "point" solutions
Process A
Process D
Process C
Process E
Process n..
Process B

• Many "disconnected" technologies
• No process linkages

• Technologies tied to process
• Complete with process linkages

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OpenView Portfolio
Mainframe Management SolveOperations
NetworkAccess
Network
Systems
Apps
Databases
Desktop
UNIX Mainframe NT NetWare
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Service Model Business Impact
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In Conclusion
Service Level Management is the process of
managing a delivered IT service, in terms of
quality, quantity and cost The essential
elements are People, Process and Product. HP
OpenView is the enabling technology