1. Introduction
Master Class 10
Service Management – Infrastructure
Management
Josep Bardallo

2. 2
NetworkingServices&infr.//MasterinICTStrategicManagement
04 / 12 / 2012Josep Bardallo
How to Control and improve Services ?
• Use of Best Practices
• CobiT (Governance, Control and Audit for
Information and Related Technology Control
Objectives for IT)
• ISO 27000 series
• ITIL (IT infrastructure library)
• ISO 20000 (Service management)
• Measure & improvement …

3. 3
NetworkingServices&infr.//MasterinICTStrategicManagement
04 / 12 / 2012Josep Bardallo
Service Management Philosophy
• Alignment with the organization’s current and future
needs and those of its clients
• Improvement of the quality of the services provided
(continuous improvement)
• Reduction of the long term of cost of the services

4. 4
NetworkingServices&infr.//MasterinICTStrategicManagement
04 / 12 / 2012Josep Bardallo
ITIL
• Best practices that explain how an organization can
make better use of ICT resources (and manage).

5. 5
NetworkingServices&infr.//MasterinICTStrategicManagement
04 / 12 / 2012Josep Bardallo
ITIL Model

6. 6
NetworkingServices&infr.//MasterinICTStrategicManagement
04 / 12 / 2012Josep Bardallo
ITIL key points
• Service management it’s a process
• ITIL best practices define the processes (in 5 books)
• 4 “P” : People, Products, Process, Partners
• Users (use service) and clients (“pay” service and SLA)

7. 7
NetworkingServices&infr.//MasterinICTStrategicManagement
ITIL v3 Processes
04 / 12 / 2012Josep Bardallo

8. 8
NetworkingServices&infr.//MasterinICTStrategicManagement
Service operations
04 / 12 / 2012Josep Bardallo
• Coordinate and carry-out day-to-day activities and
processes to deliver and manage service at agreed
levels
• Ongoing management of the technology that is used to
deliver & support services

9. 9
NetworkingServices&infr.//MasterinICTStrategicManagement
Service Desk
04 / 12 / 2012Josep Bardallo
• Functional unit that act as a central contact point
between the user and IT Service management
• Objective: Restore service to users as soon as possible
• Manages Incident and Request Management processes

10. 10
NetworkingServices&infr.//MasterinICTStrategicManagement
Incident Management Workflow
04 / 12 / 2012Josep Bardallo