Denys Flores, Ing.

, MSc

Tecnologas de Seguridad

Denys Alberto Flores, Ing., MSc. 22 August 2012

IT services represents an important part of business process.

Information Business

Technology must be aligned with business processes

Provide an adequate quality management. Increase efficiency. Align business process and IT infrastructure. Reduce risks in IT Services. Generate business.

Is a best practices framework to accomplish: A systematic approach of IT service based on process and procedures. A strategy establishment for operative management of IT infrastructure.

ITILs two central books are: Service Support. Service Provision.

Clients: contract IT services and ask for Service Level Agreement (SLA). Users: use IT service as support on their activities. Organization: the IT organization must be considered as another client/user of IT services.

Register and monitor incidents. Apply temporary solutions in association with Problems Management. Collaborate with Configuration Management for updating Configuration Management Data Base. Manage solicited changes via Service Requests in collaboration with Changes Management and Versions Management.

Investigate the subjacent causes of any potential or real alteration on IT Services. Determine possible solutions. Propose change requests (CR). Conduct Post Implementations Revisions (PIR) in collaboration with Change Request Management.

Evaluate the impact of changes in IT infrastructure. Conduct changes through consistent and standardized processes and procedures. Revise with Problems Management and Stakeholders the PIR results.

Assure the service continuity when an incident . Solve the incident in an agile and effective way. Incidents management only is concerned in solving incidents and restoring service, not in the subjacent causes.

Implement changes. Carry out emergency repairs. Develop roll out plans (release versions) and back out plans (return to previous versions).

Control all elements of IT infrastructure. Carry out periodical evaluations of IT infrastructure configuration. Provide reliable and sharp information about IT configuration to all management processes.

Define IT services provided and formalize them in terms of Service Level Agreements and Operative Level Agreements. Involve the needs clients and the associated costs. Service Level Management is also responsible of QoS reports.

Essential in Configuration Management as a repository of service components. Detailed information about each logical and physical configuration element. Inter relationships among the configuration items. A Configuration Item is a collection of related objects in terms of a specific functionality of a larger system. These objects must be code, documentation, models and other files.

High availability of IT services every time they are solicited. Reliable IT services with an operative margin. Correctly maintained IT services.

Do capacity planning. Monitor the IT infrastructure performance. Conduct capacity requirements simulations in different scenarios.

Measure the quality/cost relation and take corrective actions to offer good services with reasonable prices. Help clients and enterprise to understand the benefits and real costs of the service so they can assume the associated expenses.

Evaluate risks that can put in danger the service continuity. Do contingency plans. Fast recovery of service after critical failures in IT infrastructure or natural disasters.