Sod O conrorencoroider Q aboutcurewers Q mi ciossary O Bookma Technology and Architecture — Learning Objectives ‘Atthe end ofthe Technology and Architecture session, ycu wil be able to: + List same generic reoulrements for an in:egrated set of Service Manauerent technologies. + Understand haw Service Automation assists wilh integrating Service Management processes Transit Welcome foe Technology and Architecture session! “The purpose ofthis session ist help you understand the Irmportanee and use of eenmology and architecture within Tr Sensce Managerent The session deals wih the concoptct Senice Automaton ana ie generic requirments fran tegrated sot of Seice Management technolonies. Click Nes ta continue “7 @——* @ @©6 « ¢Ss 9: Technology and Architecture é O conrorencoroider Q aboutcurewers Q mi ciossary O Bookma ye Gener Guidance With the use of tacls to suppart processes, there is a need! ta be practical and recognize tnat tock that totaly supaorts the designed process inight not exst, 0 a partial redesign of your processes may be necessary, The general directives are. 4 itis generally recognized that the use of Service Management taols is essential forthe success of al ut the very sinallest process Implementations 2.Lis important tnat the too! being used supports tie processes — nat the other way araund, St] Good to Know @— @ 66% i “7Topic Introduction ‘This topic deals with: = Semce Operation Technaingy Requirements + Semice Design Technalogy Requirements + Senice Transition Technology Requirements Sco O conrorencoroider Q aboutcurewers Q mi ciossary O Bookma = Senice Strategy ana Continual Service Improvement Technology Requirements Transit (Welcome bald Let's now take a look athe technology requtrmonts to enabio tho orocaceae in oacn praco or the Senice Lieerce Specially, youl learn about erree Operation Tecnology Requirements Service Design Technology Requremenis Berree Tension Tecrnclogy Recutrements Serree Svateyy ard Continua Senco Imarevernent Technology Requirements @——* @ ©6@¢Ss “7 Technology and Architecture é Ocomorenceroiaer Q snoutouremors Qimciosesry OQ Bookms Service Operation Technology Requirements Examples of Service Operation tool and technology recuirements include: + Sel Help. This is the user's ablliy to ereate ang track Incidents, Servez Requests, and Changes, and to access frequen asked questions (FAD), Kraym Errars, and s0 an. += Worl¢iow or pracess engines that suppartvsriaus macels + An Integrated Contiguratlon Wanagement system (CMS) 1o asslst with priontization, + Discovery, cesloyinent, of licensing technology + Remote contra + Disgnoste: unites + Recortng, = Dashoards, + Integration with Business Se-vice Management, @—* @ 66%Ss “7 Technology and Architecture é Ocomorenceroiaer Q snoutouremors Qimciosesry OQ Bookms Service Design Technology Requirements Examples of Service Design tnol requirements include: + Tools to support the uesign of hardware, softwere, the erivronment, oracesses, and cats + Graghical representation tools of the Service and their various components fram many cifferent ews + Lins to autc-discewery to view relationsrips + Lins to thanclal infortmasan or ta a metres tee or Key Performance inalcators (KPIs) and metres to monitar Services thraugncut the Lifecycle = ACMS. +4 Service knowlege Management System (SKM) + The ability to manage tre Servce Portail or Servce Cetalngue, + Measurement and fepariing @—* @ 66%“7 Ss Technology and Architecture é Ocomorenceroiaer Q snoutouremors Qimciosesry OQ Bookms Service Transition Technology Requirements Examples of Service Transition tool requirements include: + Knowledge Management twols, such as docuinent, records, and content management. + Collaboration tools, such as stared calendars, nstant messaging, community gortals, and worlow management, = ACMS An SIMS, + SeMoe dashboards and reporting too's. + Dats mining tools, + Requirements analysis and design tools + Systems arenitecture anc Computer-aided! somvare enginesring (CASE) taal. + Disbibution and instalation taal + Discavery and ausittcals, + Detection ana recovery tools @—* @ 66%co O conrorencoroider Q aboutcurewers Q mi ciossary O Bookma Service Strategy and Continual Service Improvement Technology Requirements + Examples of Service Strategy technology enablers metuae: - Automation of roubne processes can reduce vanaton, allo quick aajustrents to process capacity, and relieve stress on Serve staff during peak dermand and off-hours + Productivity tools can make efficient use of human resourses, for example, communication and collaacratan ‘ols. ~ Avialyical modsting, simulavon, an visuallstion tools 3r= Useful to analyze the imaect of stategies, tactics, and operations sve e714 + Examples of Centinual Service Improvement technology enablers include: = Continual Service inpraverent activites require sottware tools {tp Suppartthe monitoring and reporting of iT Servces.as well as 1 ungerpin tie ITSM processes, = These tools will be used far data gathering, monitering, analysis, ans reporting for Services anciwill lca 23sist in determining the em ciency ana ertectNeness of ITSM pracasses ~The use of tgois enadles an organization bo gain the ably to Understand the heaith af ts Services from an enceto-enci perspective ~ A nat of the assessment ot "Where Go we wart to be?’ Te requirements include the sysieis and Service Managernent toolsets used for tath menitaring and controling the systems ‘and infrastructure components and for managing proress-hases ‘worlds, such as lelcent wrayer 2 1 coon to know @— + @ 66%4) Gas station: Pay at te pume, with a car wash included and a pots program integrates O conrorencoroider Q aboutcurewers Q mi ciossary O Bookma ATM Service: Originally dealt vith just cash anc now includes book updates, transfers, deposits, and 30 an aration guide IL first aid kt and - Windows Interne Explore Airport heek-In: Check in tontine ar ata station to automaticaly receive a boording cass, change seat, hook mequent fyer points, ans @— + © 66%Ss O conrorencoroider Q aboutcurewers Q mi ciossary O Bookma Service Automation Concepts Lets look at naw Service Automation assists with integrating Service Management pracesses: + Automation can have a signincantiingact on the perforinance of Service Assets, such as management, orvanwabon, Ceople process, knowiedge, snd information. + Automation can help iprave tne Litity ana Warranty of Services + \el-tmought-mrough Service Automation snd Design lends a compettive edge to the organization St] Good to Know @—* @ 66% hd “7Sno Soo 9: Technology and Architecture é O conroronseroidcr @ anourcureimers Qin siossaty © Books 1 sscorng Rankine Produce Selecta Product “Service Manage en oo vation proses Clown Cepyng™ 2007 Raped nde ience ram OE > "1 6001 to Knowco —d “7 O conrorencoroider Q aboutcurewers Q mi ciossary O Bookma Session-end Summary General Concepts = ItIs generally recngrizes that mre use of Serace Management toa's Is essertial rar the success cr alljaut tne very smallest pracess Iinpierwentavons. + Itis important forthe toa! being used to support the pracesses, nat the other way araund, + With the use af tools to suppart processes, mere s a need ta he pragmate and recognize thet a toal trattetally supports the designed process might nat east. So, an element or process redesign may ne necessary. + Dorit the requirements to functionally, consider ie procuct's ably to perform, env srge the size of the databases, r2cover trot fallure, and maintain cats integrity. = Dnes the praduct conform to ntemetional standards |s it ecient enough to enable you to meet your Serace Management requirements? Course Evsluation Form [Es] @——* © ©6@