ITIL Service Delivery

    Service Delivery is one of two disciplines that comprise ITIL Service Management. Service Delivery defines the business of IT. Through Service Delivery processes, IT can:

    • Clearly define the content of services
    • Clearly define the roles and responsibilities of customers (those who pay for the services), users (those who use the services) and Service Providers
    • Set expectations of service quality, availability and timeliness

    Service Delivery processes assist staff in tailoring services to meet the specific business needs at a price the business can afford. Service Delivery processes help define services so that they may be provisioned with internal staff and resources or via external vendors with equal ease and results. Service Delivery processes assist in defining how to measure service results with meaningful metrics and using the metrics to drive continuous service improvement. Service Delivery fosters a corporate behavior of responsible use of IT services to maximize corporate profits. Most importantly, Service Delivery fosters true business-IT partnerships to the benefit of the company as a whole, eliminating the Us versus Them mind-set and the unproductive activities it drives.

    The components of Service Delivery are:

    SERVICE LEVEL MANAGEMENT

    This is arguably the most important set of processes within the ITIL framework. Service Level Management (SLM) processes provide a framework by which services are defined, levels of service required to support business processes agreed upon, Service Level Agreements (SLAs) and Operational Level Agreements (OLAs) developed to satisfy the agreements, and costs for the service developed. Using SLM processes, you can clearly define IT and business roles and responsibilities and establish clear goals for service delivery so success factors can be established, measured and reported. SLM ensures that the business receives appropriate levels of service at a reasonable cost that satisfies their needs.

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    FINANCIAL MANAGEMENT FOR IT SERVICES

    Where Service Level Management defines and manages the services, Financial Management determines the costs of those services and provides financial accounting support to ensure expenditures fall within approved plans and that funds are well-spent. The role of Financial Management varies depending upon the view of IT within the corporation. Some companies view it as an expense center, some as a profit center and some as a cost recovery center, so different best practices are offered for each role.

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    CAPACITY MANAGEMENT

    Capacity Management (CM) is responsible for ensuring that IT infrastructure resources are in place to satisfy planned business needs and that those infrastructure assets are effectively used. CM is responsible for building the annual infrastructure growth plan. CM gets involved very early in the application life cycle to assist in determining the implementation and ongoing support costs of new applications or releases. Activities in this service area are proactive rather than reactive, finding application and infrastructure bottlenecks at future business volumes so that corrective actions can occur before service issues are experienced by the end user.

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    AVAILABILITY MANAGEMENT

    Availability Management is responsible for ensuring application systems are up and available for use in accordance with the conditions of the respective Service Level Agreements (SLAs). The process reviews business process availability requirements and ensures the most cost effective contingency plans are put in place and tested on a regular basis to ensure business needs are met. Availability Management also provides a lead role in Component Failure Impact Analysis and Service Outage Analysis initiatives.

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    IT SERVICE CONTINUITY MANAGEMENT

    Also known as DCP, DRP, DCT, or just plain DR, IT Service Continuity Management (ITSCM) takes standard disaster recovery planning to the next level. ITSCM provides a framework for developing IT infrastructure recovery plans in support of Business Continuity Management plans and timeframes. ITSCM plans vary greatly by region as different areas have different risks, such as earthquakes, floods, hurricanes, tornados, and/or terrorist activities.

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    HOW TEAMQUEST CAN HELP

    SERVICE LEVEL MANAGEMENT

    Historical performance data gathered and stored by TeamQuest can assist the SLM team in determining the customary levels of service currently experienced by the business. Armed with this data, the SLM team can then work with the business to ensure services are put in place that efficiently and cost-effectively satisfy business needs. Where service gaps exist, TeamQuest software can be used to determine the additional infrastructure resources required, then determine the costs associated with the improvements. In ongoing support of SLAs, TeamQuest performance data and reporting tools can be used to monitor service performance and alert the team to adverse trends or problems.

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    FINANCIAL MANAGEMENT FOR IT SERVICES

    Chargeback processes can be supported by easily harvesting server process data using TeamQuest tools and archiving it for future use. Since the data will be in a common format across disparate platforms, it will then be an easy task to either develop a simple billing program or extract data to be imported into existing billing programs.

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    CAPACITY MANAGEMENT

    TeamQuest tools are a perfect fit for providing CM solutions. Data collectors, archive databases, reporting and simulation tools are easily installed and intuitive to use. TeamQuest Model has built-in processes to assist in predictive modeling efforts, whether it is predicting future requirements, test driving new equipment or prototyping new applications. Historical data gathered by TeamQuest data collectors can be used to support analyses of application performance, assisting in the identification of performance improvement opportunities. The resulting corrective work will reduce the amount of IT infrastructure resources consumed, thus extending the life of existing IT assets and delaying costly upgrades. TeamQuest IT Service Analyzer provides a variety of customizable views of application performance to assist in identifying trends needed to develop more precise capacity plans, reducing risk of future application slowdowns or capacity-related failures.

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    AVAILABILITY MANAGEMENT

    Historical performance data collected by TeamQuest tools can be used to quickly analyze causes of service outages and IT infrastructure component failures. Shortening the diagnosis process reduces downtime, thus improving staff productivity and reducing the time customers are inconvenienced.

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    IT SERVICE CONTINUITY MANAGEMENT

    TeamQuest Model can be used to determine the best balance of risk versus cost in sizing disaster recovery hot sites. Model can also help the ITSCM staff in simulating IT infrastructure component failures so that more effective prevention techniques can be put in place to better protect important business records and information.

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