Service Management
Information Technology departments can only deliver true value to an organisation when they understand and fulfill
the requirements of the business using a service management framework based on globally accepted best practice.
The purpose of the Service Management Framework is to deliver business orientated, cost effective services to our client, using a service management framework incorporating globally accepted best practice guidelines.
The framework has been designed to facilitate the implementation of the core service management functions, which will enable a managed implementation and handover of services, ensuring minimal impact on the infrastructure and end user environment. These core functions will also lay the foundation for the future implementation of further service management disciplines.
Change Management
Change Management is vital in minimizing the risk posed to business resulting from un-authorised changes to the environment.
The change management process will be used to manage and control the implementation of infrastructure and services for our clients.
This function will be accountable for all authorised and un-authorised changes carried out in the organisation and the investigation and reporting there of.
Capacity Management
Capacity Management will be responsible for maintaining sufficient capacity in the infrastructure, in order to deliver the required services.
This will be achieved through defining and implementing a customer approved capacity plan. This plan will be used to manage capacity, therefore it requires strict and disciplined processes for the monitoring and maintenance of the plan.
Business Capacity requirements will be defined in the SLA. These will be communicated to this function and be used as the baselines for the Capacity planning process.
The Capacity plan will be sub-divided into 3 categories, each focusing on a separate component of this discipline.
These are:
Once the capacity plan is approve and implemented, it will be used as the single point of reference for any changes, additions and upgrades to the environment.
Configuration and Asset Management
Configuration Management will be implemented as a subset of the change management discipline. This eliminates the initial need for a separate configuration management function and also gives change management a lot more control over the changes made to the infrastructure. Included in this service is a broad spectrum asset management service.
Release Management
The control and testing of a release into the live environment is necessary to prevent any unexpected or unscheduled downtime. Releasing an untested piece of software or hardware into the production environment can have a detrimental impact on the operations of the business.
Release management will make use of the methodology and processes prescribed by the project office. All release initiatives will be managed as seperate projects.
Change Management will be used to manage the release and ensure that the necessary tests and quality checks have taken place.
The Definitive Software library, The software and document library and the definitive hardware store will be owned and maintained by this function.
Release Management will be responsible for all aspects of planning, testing and managing the implementation of new Configuration items into the live environment.
IT Services and Continuity Management
This function will cater for the definition and development of a service continuity plan for the mission critical systems defined in the SLA.
Change Management will be responsible for the delivery of this process, ensuring that the plan is kept up to date at all times.
Once the implementation of the core service framework is complete, this function, like configuration management will be matured and separated into an independent entity.
Fiancial Management
The delivery of a cost effective service to the client is of utmost importance to ITSS.
This discipline will be implemented under the care of the SLM function. Strong financial management processes will ensure that costs and TCO are measured and managed across all aspects of the IT infrastructure.
Suitable costing mechanisms and charge back services will also assist in the management of finances.
The purpose of the Service Management Framework is to deliver business orientated, cost effective services to our client, using a service management framework incorporating globally accepted best practice guidelines.
The framework has been designed to facilitate the implementation of the core service management functions, which will enable a managed implementation and handover of services, ensuring minimal impact on the infrastructure and end user environment. These core functions will also lay the foundation for the future implementation of further service management disciplines.
Change Management
Change Management is vital in minimizing the risk posed to business resulting from un-authorised changes to the environment.
The change management process will be used to manage and control the implementation of infrastructure and services for our clients.
This function will be accountable for all authorised and un-authorised changes carried out in the organisation and the investigation and reporting there of.
Capacity Management
Capacity Management will be responsible for maintaining sufficient capacity in the infrastructure, in order to deliver the required services.
This will be achieved through defining and implementing a customer approved capacity plan. This plan will be used to manage capacity, therefore it requires strict and disciplined processes for the monitoring and maintenance of the plan.
Business Capacity requirements will be defined in the SLA. These will be communicated to this function and be used as the baselines for the Capacity planning process.
The Capacity plan will be sub-divided into 3 categories, each focusing on a separate component of this discipline.
These are:
- Business Capacity
- The client requirements
- Service Capacity
- The service supplied by ITSS
- Resource Capacity
- The infrastructure
Once the capacity plan is approve and implemented, it will be used as the single point of reference for any changes, additions and upgrades to the environment.
Configuration and Asset Management
Configuration Management will be implemented as a subset of the change management discipline. This eliminates the initial need for a separate configuration management function and also gives change management a lot more control over the changes made to the infrastructure. Included in this service is a broad spectrum asset management service.
Release Management
The control and testing of a release into the live environment is necessary to prevent any unexpected or unscheduled downtime. Releasing an untested piece of software or hardware into the production environment can have a detrimental impact on the operations of the business.
Release management will make use of the methodology and processes prescribed by the project office. All release initiatives will be managed as seperate projects.
Change Management will be used to manage the release and ensure that the necessary tests and quality checks have taken place.
The Definitive Software library, The software and document library and the definitive hardware store will be owned and maintained by this function.
Release Management will be responsible for all aspects of planning, testing and managing the implementation of new Configuration items into the live environment.
IT Services and Continuity Management
This function will cater for the definition and development of a service continuity plan for the mission critical systems defined in the SLA.
Change Management will be responsible for the delivery of this process, ensuring that the plan is kept up to date at all times.
Once the implementation of the core service framework is complete, this function, like configuration management will be matured and separated into an independent entity.
Fiancial Management
The delivery of a cost effective service to the client is of utmost importance to ITSS.
This discipline will be implemented under the care of the SLM function. Strong financial management processes will ensure that costs and TCO are measured and managed across all aspects of the IT infrastructure.
Suitable costing mechanisms and charge back services will also assist in the management of finances.