This presentation series describe concepts that deliver ITIL best practice although this practice is developed for IT service management but its concepts is wider than ITSM and it could be used in other area that deliver service.

1. IT Service Management
Part2

3. Warranty Service catalog SLA OLA/UC Availability &
Reliability
MTTR & MTBF
SLAM Capacity IT Service
Continuity
CIA ISMS

4. Utility
Warranty
Service design Aspect

5. Service design Aspect

6. Service design Aspect
Utility
Warranty
Value

7. Service Catalogue Management

8. Service catalog
•‫مشخصات‬‫سرویسهایی‬
‫که‬‫برای‬‫ارائه‬‫به‬
‫مشتری‬‫در‬‫اختیار‬
‫هستند‬.

9. Service catalogue
•Technical Domain
•Location
•Time
•CI’s
•Software (version)
•Hardware (part NO.)
•even people
•Escalation
•Availability / Reliability

10. Availability Management

12. Reliability and Availability

13. ‫وقت‬ ‫بنده‬ ‫به‬ ‫بسپارد‬ ‫موجود‬ ‫امانتی‬ ‫دارد‬ ‫که‬ ‫هر‬‫ورود‬
‫بنده‬ ،‫مفقود‬ ‫شود‬ ‫اگر‬ ‫نسپارد‬
‫بود‬ ‫نخواهم‬ ‫آن‬ ‫مسئول‬
Service Level Management

14. Service Level Agreement
‫کنید‬ ‫شفاف‬ ‫را‬ ‫خود‬ ‫از‬ ‫مشتریان‬ ‫انتظارات‬.
•‫مربوطه‬ ‫سرویس‬ ‫از‬ ‫استفاده‬ ‫در‬ ‫ایشان‬ ‫حقوق‬
•‫مربوطه‬ ‫سرویس‬ ‫از‬ ‫استفاده‬ ‫در‬ ‫ایشان‬ ‫محدودیتهای‬

15. Service Level Agreement
•Customer
•Service catalogues
•SLA Target
•Penalties

16. Service Level Target
•‫مشتری‬ ‫درخواست‬ ‫به‬ ‫پاسخ‬ ‫زمان‬ ‫مدت‬(Response Time)
•‫پیش‬ ‫رخداد‬ ‫رفع‬ ‫یا‬ ‫درخواستی‬ ‫سرویس‬ ‫انجام‬ ‫زمان‬ ‫مدت‬
‫آمده‬(Resolution Time)
•‫سرویس‬ ‫پذیری‬ ‫دسترس‬ ‫میزان‬(Availability)
•‫سرویس‬ ‫اطمینان‬ ‫قابلیت‬ ‫میزان‬(Reliability)

17. SLAM Chart

18. Agreements & Contracts
• Service Level Agreement (SLA)
• Operation Level Agreement (OLA)
• Underpinning Contract (UC)

19. Supplier Management

20. Supplier management

21. Customer is King & Supplier is …

22. Supplier
Categorization

23. Contract Categories
• Compensation Type:
• Fixed-Price: Under a fixed-price contract the Vendor must deliver the product or perform the service for a pre-set firm fixed price or
ceiling established in the contract. This contract type places upon the Vendor maximum risk, full responsibility for all costs and
resulting profit or loss, provides maximum incentive for the Vendor to control costs and perform effectively, and imposes a minimum
administrative burden upon the contracting parties.
• Cost-Reimbursement: Under a cost-reimbursement contract, the Vendor agrees to expend its best efforts to achieve the specified
requirement, within the estimated amount established in the contract. If the contract is not fully performed at the time the Vendor
expends the funds, the Vendor has no obligation for further performance, unless the contract is modified to increase the funds.
• Structure Type:
• There are other contract types that do not fall easily into only one of the two primary categories of fixed-price and cost-
reimbursement contracts.
23

24. Contract Types
24
Fixed-Price
FFP
FPI
FPLOE
Cost-
Reimbursement
CPIF
CPAF
CPFF
Structure Type
IDIQ
T&M
BA
BOA
PBA

25. Capacity Management

26. Capacity management
•Monitoring
•Trending & Forecast
•Optimization
•Change initiation

28. Business Continuity
Management

29. IT Service Continuity
Recovery Option :
- Manually
- Cold standby
- Warm standby
- Hot standby

30. Information Security Management

31. CIA
• Confidentiality
• Integrity
• Accessibility

32. Information
Security
Management
System

34. RACI PDCA Seven Steps

35. Accountability / Responsibility

37. RACI
•Responsible
•Accountable
•Consulted
•Informed

38. PDCA
• Plan
• Do
• Check
• Act

39. 7 step improvement process