Bsi bip 0129 2011

I T S e rvi ce M a n a g e m e n t fo r S m a l l I T Te a m s I T S ervi ce M a n a g em en t for S m a l l I T Tea m s Adam Poppleton and Ken Holmes F i rs t p u b l i s h e d in th e U K i n 01 by B SI 89 Ch i s wi ck H i g h Lo n d o n © B ri ti sh Al l Ro a d W4 4AL S ta n d a rd s I n sti tu ti o n ri g h ts re se rve d Act 8 , sys te m no E xce p t a s p e rm i tte d p a rt o f th i s p u b l i ca ti o n o r tra n s m i tte d re co rd i n g Wh i l s t e ve ry ca re a n y fo rm h a s been ta ke n wi th in re l i a n ce o n in d e ve l o p i n g g et i n su ch made to u ch we b s i te s i s , ri g h t o f Ad a m th i s Wo rk h a s b e e n to wi th tra ce th e B S I in a all to th e p u b l i sh e r th i s p u b l i ca ti o n , l i a b i l i ty m a y n o t b e and re m a i n , Ke n b y th e m co p yri g h t h o l d e rs, and H o l m e s to in a n yo n e b y Le tte rp a rt Li m i te d Pri n te d G re a t B ri ta i n b y B e rfo rts G ro u p , wi th a s th e a u th o rs o f s e cti o n s 7 Pa te n ts Act 8 – l e tte rp a rt co m www b e rfo rts co u k British Library Cataloguing in Publication Data re co rd fo r th i s b o o k i s a va i l a b l e 42 5 fro m or th a t a n y o r a p p ro p ri a te b e i d e n ti fi e d a cco rd a n ce G re a t B ri ta i n A ca ta l o g u e cl a i m i n g a d d re ss d o e s n o t g u a n te e a ccu te Typ e se t i n 978 B SI d i re ctl y o r i n d i re ctl y i n o r a ccu cy o f U RLs fo r e xte rn a l th i s b o o k, o r wi l l Po p p l e to n a s se rte d in D esi g n s a n d I SB N Pa te n ts re tri e va l p h o to co p yi n g , fro m co m p i l i n g a ri si n g a t th e a b o ve Co p yri g h t, in e l e ctro n i c, wri ti n g and ca u s e d , re sp o n si b i l i ty fo r th e p e rs i ste n ce co n te n t o n in i ts co n te n ts e xce p t th a t su ch th i rd - p a rty we b si te s re fe rre d Th e o r b y a n y m e a n s, D e si g n s a n d sto re d l a w co p yri g h t sh o u l d has no Co p yri g h t, re p ro d u ce d , wi th o u t p ri o r p e rm i s si o n Wh i l s t e ve ry e ffo rt h a s b e e n B SI u n d e r th e m a y be l i a b i l i ty fo r a n y l o ss o r d a m a g e co n n e cti o n e xcl u d e d in o r o th e rwi se , a cce p ts n o 01 th e B ri ti s h Li b ry and o f th e Con ten ts Ackn o wl e d g e m e n ts vi i S o u rce s vi i i D e d i ca ti o n s ix Pre fa ce x H o w to u se th i s b o o k xi i I n trod u cti on Th e Vi si o n Th e I T servi ce m a n a g em en t l a n d sca pe O ve rvi e w A b i t o f h i s to ry Asso ci a te d D e ci s i o n s, co n ce p ts , m od el s a n d to o l s d e ci si o n s … 1 Pl a n n i n g for I T servi ce m a n a g em en t Th e gap Gaining a n a l ys i s m a n a g e m e n t co m m i tm e n t Th e peopl e a s p e cts Proj ect i n i ti a ti on I m pl em en ti n g I T servi ce m a n a g em en t G o ve rn a n ce Th e main 39 o ve l l p o i n ts so Re so l u ti o n Co n tro l – th e 29 42 fa r 49 p ro ce sse s 50 p ro ce sse s Re l a ti o n sh i p 68 p ro ce ss e s 84 S e rvi ce d e l i ve ry p ro ce s se s D e si g n and 42 m a n a g e m e n t syste m tra n s i ti o n 94 o f n e w o r ch a n g e d se rvi ce s 38 Th e ti n u a l servi ce i m provem en t cycl e Dem i n g 41 Co n ti n u a l i m p ro ve m e n t i n I S O /I E C 0 0 – th e Cycl e Co n ti n u a l i m p ro ve m e n t i n I TI L 41 Si x Si g m a and co n ti n u a l i m p ro ve m e n t 43 I m p l e m e n ti n g co n ti n u a l i m p ro ve m e n t 44 42 I S O /I E C 0000 – to certi fy or n ot to certi fy 46 Th e ce rti fi ca ti o n 46 p ro ce ss IT Service Management for Small IT Teams v Pro s 48 Co n s 48 Tool s 51 E va l u a ti n g S e rvi ce I TS M so ftwa re 51 d e sk to o l s Co n fi g u ti o n 52 and E ve n t m o n i to ri n g Pe rfo rm a n ce I n fo rm a ti o n to o l s and re l e a se m a n a g e m e n t to o l s to o l s 54 55 ca p a ci ty p l a n n i n g to o l s s e cu ri ty m a n a g e m e n t to o l s Ca se stu d i es 55 56 58 Ad d i ti on a l processes a n d cepts rel eva n t to I T servi ce m a n a g em en t 62 Ad d i ti o n a l p ro ce s se s 62 Ad d i ti o n a l co n ce p ts 65 Appen d i x A Tem pl a tes 71 a n a l ysi s ch e ckl i st 71 A Gap A Ri s k a sse ss m e n t 72 A S u p p l i e r ca ta l o g u e 76 A S e rvi ce ca ta l o g u e 77 A S e rvi ce i m p ro ve m e n t l o g 80 A M a j o r I n ci d e n t Re p o rt A S e rvi ce i n tro d u cti o n A - I T S ki l l s Q u e sti o n n a i re Appen d i x B vi 81 ch e ckl i s t e xa m p l e Referen ces a n d u sefu l sou rces of i n form a ti on 82 86 87 IT Service Management for Small IT Teams Acknowledgements Th e th e • • • • • • • • a u th o rs wo u l d wri ti n g Ian Ti n s l e y, M i ke Julia IS Ru sse l l , Ri ch a rd l i ke th a n k th e M a n a g e r, S e rvi ce G ri ffi th s, H e l m sl e y, fo l l o wi n g Ingall, peopl e fo r th e i r h e l p in G ro u p U se r S u p p o rt Te a m H ea d H ea d J e rry B d l e y, Acco rd D e l i ve ry M a n a g e r, Co m m i ss i o n i n g B ri d g e t Ke n yo n , S te ve to o f th i s b o o k: E d i to r, H ea d of I S, J a ck Ro b e rtso n -Wo rsfo l d , G DF S a n d we l l H om es B SI o f Co n su l ta n cy, o f Co n su l ta n cy, S e rco Le a d e r, Th a l e s e -s e cu ri ty i Co re Ltd S u e z E &P I T S e rvi ce M a n a g e r, IT Service Management for Small IT Teams B SI vi i Sources All of the templates in Appendix A have been taken from www.iso20000templates.com viii IT Service Management for Small IT Teams Dedications Ken Holmes – To my fiancée Victoria and my children Katie, Daniel, Chloe and Harry; love you always Thanks to my Mum and Dad for always being there and to my Grandfather Leslie for leading the way in the book-writing department Adam Poppleton – To my wife Raylene and my wonderful children, Cole and Grace IT Service Management for Small IT Teams ix Supplier Third party Contract manager Description Process interface Service level Written contract Renewal date Amount p.a (ex VAT) Meeting frequency Main contacts Comments Appendix A Templates 76 A.3 Supplier catalogue IT Service Management for Small IT Teams A.4 Service catalogue A Ref S ervi ce ca ta l og u e I T S ervi ce D escri pti on S ta tu s Ava i l a bl e to I CT0 S e rvi ce d esk Si n g l e poi n t Li ve Al l u se rs Li ve Al l u se rs o f co n ta ct se rvi ce fo r a l l d e sk u s e rs a cro ss a l l se rvi ce s, th e IT fo r l og g i n g o f: • • I n ci d e n ts S e rvi ce re q u e s ts • N on S ta n d a rd Ch a n g e s • Ad vi ce and g u i d a n ce • An y o th e r I T- re l a te d i ss u e s I CT0 I T p ro cu re m e n t Th e m a n a g ed p ro cu re m e n t o f I T p ro d u cts and se rvi ce s i n cl u d i n g : • O b ta i n i n g p ri ci n g and a va i l a b i l i ty fo r I T- re l a te d i te m s • O rd e ri n g o f i te m s • Tra cki n g o f o rd e r p ro g re s s • Handling o f o rd e r d e l i ve ry • (si g n i fi ca n t IT Service Management for Small IT Teams 77 Appendix A Templates Ref I T S ervi ce D escri pti on S ta tu s Ava i l a bl e to p u rch a se s to be ro u te d vi a th e Pu rch a sing I CT03 Te a m ) I T eq u i pm en t Th e l i fe i n s ta l l a ti o n , cycl e Li ve Al l u se rs Li ve Al l u se rs Li ve Al l u se rs Li ve Al l u se rs m o vi n g , ch a n g e and d i s p o sa l of I T e q u i p m e n t, i n cl u d i n g : D e skto p La p to p PCs PCs Pri n te rs S ca n n e rs Te l e p h o n e s I CT04 D e skto p I n s ta l l a ti o n so ftwa re and i n s ta l l a ti o n co n fi g u ti o n o f d e skto p so ftwa re th e on S u p p o rte d S o ftwa re (a va i l a b l e Li st on re q u e st) I CT05 U se r a cco u n t Cre a ti o n , a d m i n i stra ti o n a m en d m en t and d e l e ti o n o f n e two rk u se r a cco u n ts, i n cl u d i n g se t-u p of a p p ro p ri a te p e rm i ssi o n s I CT06 Email Pro vi si o n em a i l to of fa ci l i ty a l l o w th e se n d i n g of i n te rn a l and e xte rn a l e m a i l s, 78 IT Service Management for Small IT Teams A.4 Service catalogue Ref I T S ervi ce D escri pti on S ta tu s Ava i l a bl e to i n cl u d i n g sca n n i n g vi ru s and co n te n t fi l te ri n g I CT0 Fi l e and p ri n t Pro vi si o n fi l e of a Li ve Al l u se rs Li ve Al l u s e rs Li ve Cu s to m e rs sto g e fa ci l i ty a n d ce n tra l i z e d p ri n te r m a n a g em en t I CT0 I n te rn e t a cce ss Pro vi si o n of a fa ci l i ty fo r a u th o ri z e d u s e rs to th e in a cce ss i n te rn e t a m a n n er co m p a ti b l e wi th th e i n te rn e t u s a g e p o l i cy, i n cl u d i n g a n ti -vi ru s a n d co n te n t ch e cki n g I CT0 We b si te Pro vi si o n th e of and we b si te th i rd p a rti e s and a sso ci a te d m a i n te n a n ce I CT1 I n tra n e t Pro vi si o n th e of Li ve Al l u se rs i n tra n e t and a sso ci a te d m a i n te n a n ce IT Service Management for Small IT Teams 79 Ref S ervi ce i m provem en t l og D a te i sed S ou rce Acti on I T servi ce Req u i red Prog ress S ta tu s req u i red m a n a g e- by Pri ori ty O wn er i n cl u d i n g (open / m en t a rea I S O 0000? d a tes cl osed etc ) Appendix A Templates 80 A IT Service Management for Small IT Teams A.6 Major Incident Report A M a j or I n ci d en t Report [I T D epa rtm en t] M a j or i n ci d en t report M a j o r i n ci d e n t ti tl e : M a j o r i n ci d e n t d a te : S e rvi ce d e sk re f: Re p o rt a u th o r: D a te o f re p o rt: Ch ron ol og y of th e i n ci d en t Wh e n wa s th e fi rst re l a te d Wh e n wa s th e i n ci d e n t re co g n i z e d S ta te th e d a te and ti m e i n ci d e n t re p o rte d ? of a l l a s bei n g a m a j o r i n ci d e n t? si g n i fi ca n t e ve n ts a n d Wh e n wa s th e i n ci d e n t re so l ve d ? Wh e n wa s th e m a j o r i n ci d e n t re co rd a cti o n s ta ke n cl o s e d ? Th e i m pa ct of th e i n ci d en t Wh i ch s i te s a n d o r/a p p l i ca ti o n s we re Wh a t b u si n e s s a cti vi ti e s co u l d Ca n th e fi n a n ci a l co s t o f th e n ot be d o wn ? ca rri e d i n ci d e n t b e o u t? e sti m a te d ? Th e u n d erl yi n g ca u se, i f kn own Do we Wa s a kn o w wh a t h a p p e n e d p ro b l e m re co rd and wh y? i se d ? I f so , sta te se rvi ce d e sk re fe re n ce Recom m en d a ti on s to l essen th e l i kel i h ood of th e i n ci d en t recu rri n g Wh a t ca n Wh o be d on e n e e d s to ta ke to a vo i d i t h a ppen i n g again? wh a t a cti o n ? Re fe re n ce s o f a n y ch a n g e re q u e sts i se d Lesson s l ea rn ed Wh a t co u l d we h a ve d on e d i ffe re n tl y? Wh a t p ro ce ss i m p ro ve m e n ts h a ve H a ve th e y b e e n a d d ed to th e been se rvi ce i d e n ti fi e d ? i m p ro ve m e n t p l a n ? IT Service Management for Small IT Teams 81 Appendix A Templates A S ervi ce i n trod u cti on ch eckl i st N ew or ch a n g ed servi ce: Com pl eted by: D a te: Ref 1 1 I tem Provi si on Timescales and expected outcomes When will the new or changed service become live? How long is it expected to be operational for? What are the expected outcomes of the new or changed service? How can these be measured? Rol es a n d respon si bi l i ti es 2.1 List and describe the roles and responsibilities for implementing, operating and maintaining the new or changed service, including activities to be performed by customers and third party suppliers Bu d g ets 3.1 What are the ongoing costs of the new or changed service? How will ongoing costs be financed? Have any required funds been approved by the budget holder? 3.2 3.3 S ta ff resou rces a n d tra i n i n g 4.1 82 How much staff time will be required to operate IT Service Management for Small IT Teams A.7 Service introduction checklist Ref I tem and Provi si on m a i n ta i n ch a n g e d H o w wi l l e xi s ti n g th e n ew or s e rvi ce ? th i s i m p a ct o n wo rkl o a d s ? Wh a t ski l l s m u s t th e y 4 Wh a t tra i n i n g h a ve ? b e e n /wi l l be has p ro vi d e d ? I s a n y re cru i tm e n t re q u i re d ? D ocu m en ta ti on I s p ro ce d u l d o cu m e n ta ti o n fo r th e a va i l a b l e n e w o r ch a n g e d se rvi ce ? H a s e xi s ti n g d o cu m e n ta ti o n u p d a te d o f th e to been ta ke a cco u n t n e w se rvi ce ? H a ve re q u e s ts fo r ch a n g e been i s e d fo r a l l p l a ce and a p p ro ve d ch a n g e s ta ki n g a s p a rt o f th e se rvi ce n ew i m p l e m e n ta ti o n ? Processes, m ea su res, Wh a t n e w/ch a n g e d m eth od s a n d tool s p ro ce sse s, m e a s u re s, m e th o d s a n d u se d th e in to o l s wi l l co n n e cti o n be wi th n e w o r ch a n g e d se rvi ce ? Ava i l a b i l i ty m a n a g e m e n t (i n c b a cku p s a n d b u si n e ss co n ti n u i ty) Ca p a ci ty m a n a g e m e n t S e cu ri ty m a n a g e m e n t Co n fi g u ti o n m a n a g em en t 6 Re l e a se I n ci d e n t m a n a g e m e n t m a n a g em en t IT Service Management for Small IT Teams 83 Appendix A Templates Ref I tem 6.8 Probl em management 6.9 Financial management 6.1 Business rel ationship management Provi si on 6.1 Supplier management Tech n ol og y ch a n g es 7.1 What technol ogy (hardware, software, network, etc.) does the new or changed service use? 7.2 Will each component be under maintenance? S ervi ce l evel s 8.1 What service l evel s are proposed for the service? 8.2 Are they achievable? 8.3 What is the impact to the service of not meeting them? 8.4 H ow wil l they be recorded and reported upon? 8.5 Are they documented in an SLA? Con tra cts 9.1 What contracts with third parties have been agreed? 9.2 H ave copies of any contracts been filed in the correct l ocation? 10 Com m u n i ca ti on 0.1 What relevant parties need to be communicated with as part of the implementation? 0.2 Who wil l be the main contacts once the service is operational ? 84 IT Service Management for Small IT Teams A.7 Service introduction checklist Ref I tem 0.3 How will communication to the relevant parties be achieved? 11 S ervi ce a ccepta n ce cri teri a 1 What acceptance criteria will be used for the service to enter live operation? Has an Operational Acceptance Test plan been created? Has testing taken place to the satisfaction of all parties? 1 1 Provi si on IT Service Management for Small IT Teams 85 Appendix A Templates A - I T S ki l l s Q u esti on n a i re exa m pl e 86 IT Service Management for Small IT Teams Ap p e n d i x B Re fe re n ce s a n d u se fu l so u rce s o f i n fo rm a ti o n Yo u m a y fi n d se rvi ce th e fo l l o wi n g l i n ks u se fu l in fi n d i n g o u t m o re a bou t I T m a n a g e m e n t Organization Website I T S e rvi ce www i tsm f co m Description Th e i tS M F M a n a g em en t and i n te rn a ti o n a l l y F o ru m re co g n i z e d s e rvi ce is an i n d epen d en t fo ru m fo r I T m a n a g em en t p ro fe s si o n a l s wo rl d wi d e It is a th e and p ro m i n e n t p l a ye r i n on g oi n g d e ve l o p m e n t p ro m o ti o n o f I T se rvi ce m a n a g e m e n t ‘ b e st p cti ce ’ , s ta n d a rd s a n d www b si g ro u p co m B ri ti s h q u a l i fi ca ti o n s D e ve l o p s s ta n d a rd s i n a wi d e S ta n d a rd s va ri e ty o f a re a s i n cl u d i n g I n s ti tu ti o n s e rvi ce re p re s e n ts th e re l e va n t I S O APM G ro u p IT m a n a g e m e n t; www a p m g - APM G i n te rn a ti o n a l co m q u a l i fi ca ti o n U K on th e co m m i tte e s h a n d l e s th e and ce rti fi ca ti o n s ch e m e s fo r I TI L a n d I S O /I E C 0 0 i n th e UK and o th e r co u n tri e s I n s ti tu te Th e I SM S e rvi ce of www i o sm co m and su p p o rt to p ro vi d e s g u i d a n ce M a n a g em en t th ro u g h o u t th e i n d i vi d u a l s I T se rvi ce m a n a g e m e n t co m m u n i ty a i m s to e n su re It th a t re q u i re m e n ts fo r p ro fe s si o n a l i sm co n d u ct a re d e ve l o p e d S e rvi ce D e sk I n s ti tu te and in and i ts m e m b e rs www sd i - A n o n - I TI L fo cu se d e u ro p e co m m e m b e rsh i p IT Service Management for Small IT Teams e th i ca l m a i n ta i n e d o rg a n i z a ti o n 87 Appendix B References and useful sources of information Organization Website Description m a i n l y fo r se rvi ce d e sk p ro fe ssi o n a l s Th e wo rl d ’ s l a rg e st d e ve l o p e r O rg a n i z a ti o n and p u b l i sh e r o f fo r i n te rn a ti o n a l S ta n d a rd i z a ti o n is a I n te rn a ti o n a l www i so o rg sta n d a rd s n e two rk o f th e I SO n a ti o n a l sta n d a rd s i n sti tu te s o f co u n tri e s, co u n try, on e wi th S e cre ta ri a t i n S wi tz e rl a n d , m em ber per a Ce n tra l G e n e va , wh i ch co -o rd i n a te s th e I n te rn a ti o n a l www i e c ch Th e E l e ctro te ch n i ca l o rg a n i z a ti o n Co m m i tte e p re p a ti o n fo r th e and o f i n te rn a ti o n a l fo r a l l O ffi ce of www o g c g o v u k syste m wo rl d ’s l e a d i n g e l e ctri ca l , p u b l i ca ti o n sta n d a rd s e l e ctro n i c and re l a te d te ch n o l o g i e s Th e o wn e r o f I TI L a n d G o ve rn m e n t n u m b e r o f re l a te d Co m m e rce su ch 88 a m e th o d s a s PRI N CE IT Service Management for Small IT Teams I f yo u fo u n d th i s boo k u sefu l , yo u m ay al so wan t to bu y: ? A M an ag er’ s G u i d e to Servi ce M an ag em en t Jenny Dugmore and Shirley Lacy This book is intended to meet the need for a generic, broadly based book on service management It provides a basic introduction on how service management best practices and standards can help a service provider to deliver services that add value for customers at the right cost and risk It describes service management concepts and the broader service management landscape The aim of this th edition is to substantially refocus the th edition to give a broader based picture of the most important service management best practices, how they relate and how they can (or cannot) be used together · A5 paperb ack · I SB N 978 580 72845 · 50 p p · £48 00 · B SI o rd er referen ce: B I P 0005 Fo r m o re d etai l s see h ttp : //sh o p bsi g ro u p co m /I SO20000 M an ag ersG u i d e ? G u i d e to th e n ew I SO/I E C 2000-1 : Th e d i fferen ces between th e 2005 an d 201 ed i ti on s Lynda Cooper The new edition of ISO/IEC 20000-1 is substantially changed from the original edition published in 2005 The changes will impact any organizations which are already certified to this standard, those who are working towards certification It will also impact those who use the standard as guidance as well as auditors, trainers and consultants who use the standard for their customers This book will explain why the changes have been made, what the changes are and how to move to the latest edition It will also cover the relationship of the standard to other standards · A4 Paperback · I SB N 978 580 72850 · 20p p · £36 00 · B SI ord er referen ce: B I P 01 24 For m ore d etai l s see h ttp: //sh o p bsi g ro u p co m /I SO20000 Di fferen ces G u i d e ? I n trod u cti o n to th e I SO/I E C 20 000 seri es: I T Servi ce M an ag em en t Jenny Dugmore and Shirley Lacy The book forms the definitive guide to the second edition of ISO/IEC 20000-1 It provides easily understood advice on "what the requirements mean", ‘how to it" and "what evidence will be required", and will predominantly explain and expand on Part of the standard The book includes a road map to the second edition and how it fits in the bigger picture for best practices · A5 paperback · I SB N 978 580 72846 · 236 p p · £48 00 · B SI ord er referen ce: B I P 01 25 For m ore d etai l s see h ttp: //sh o p bsi g ro u p co m /I SO20000 I n tro d u cti o n