Service Management

General Concepts
– Part II

In This Lesson

 Customers and Users

 Defining Processes
 Overview of The Generic Process Model
 Incorporating Metrics
 The Deming Cycle
 The RACI Model
 Understanding Service Automation

Customers and Users

• A customer is someone who buys goods or

services.

• A customer of an IT service is the person or group

who defines and agrees to service level targets.
– The primary interface to IT for customers is through the service level
management process

• A user is a person who makes use of the IT

service
– Users main contact point of IT is through the service desk
Defining Processes

• What is a process?
– A set of coordinated activities that turns inputs into outputs

• What is a procedure?
– A set of steps to follow

• What is a work instruction?

– A more detailed set of instructions (if required)

• What is a function?
– A logical grouping of roles and measured that execute a defined process

Defining Processes

• What is a process owner?

– Person responsible for ensuring process fits purpose and is accountable
for output

• What is a process manager?

– Person responsible for operational management of the process
• Can have several managers for a process
• Process owner and manager can be same person

• What is a process practitioner?

– Person responsible for carrying out one or more process activities
• May be combined with the process manager role

Overview of the Generic Process Model

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Process Control

• Process control is the planning and regulation of a

process

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The Process

A process is set of coordinated activities that turns

inputs into outputs

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Process Enablers

• Resources and Capabilities

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Process Characteristics

• Measurable
• Specific results
• Customers
• Respond to specific triggers or events

Incorporating Metrics

• What is a metric?
– Something that is measured and reported to help manage a process, IT
service or activity
• Measure trends, productivity, resources, etc.
– Three types of service management metrics:
• Technology - component or application
• Service - customer experience
• Process - overall health

Incorporating Metrics

• What are critical success factors?

– (CSF) are what must happen if a process, project or IT service is to be
successful

• What are key performance indicators?

– A Metric that is used to help manage a process, IT service or activity.
– Quantitative or qualitative
– Only the most important of these are defined as KPIs and
– Should ensure that efficiency, effectiveness, and cost effectiveness are
managed
– 4 categories: compliance, quality, performance, value
Incorporating Metrics

• What and KPI’s – the best scenario

– Only use 2 or 3
– Example
• CSF – implement product updates without any negative consequences
• KPI - % downtime, % incidents

The Deming Cycle

• What is the Deming Cycle?

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The RACI Model

What is the RACI Model?

– A Model used to help define roles and responsibilities. RACI stands for
Responsible, Accountable, Consulted and Informed
RACI Chart Activities and Rules

• To build a RACI chart

– Identify the process or activity
– Identify and define the roles
– Conduct meetings and assign RACI codes
– Identify any gaps or overlaps
– Distribute the chart and incorporate feedback
– Ensure the allocations are being followed

• Role analysis involves looking down columns and

evaluating segregation of duty issues (too many
A’s) or too much work in one function (too many
R’s)

RACI Chart Activities and Rules

• Activity analysis reviews the rows of the RACI

chart
– More than one “A”
– Too many “R’s” or no “R’s”
– No “C’s” or “I’s” indicating potential communication challenges

• Potential problems
– More than one person accountable (effectively meaning no one is)
– Delegation of responsibility without authority
– Incorrect division of functions with conflicting agendas or goals
– Combination of responsibility for closely related processes

Understanding Service Automation

• Service automation
– Designed to improve performance of service assets and utility and
warranty of services
– Capacity can be more easily adjusted
– Fewer restrictions on resources (such as time based)
– Automation provides a basis for measuring and improving resources by
holding constant the human resources
– Many optimization problems (scheduling, routing, resource allocation)
require computing power beyond the capacity of human agents
Key Terms

Term Definition
Process A set of coordinated activities that turns inputs
into outputs
Procedure A set of steps to follow
Work instruction A more detailed set of instructions
Function A logical grouping of roles and measurements that
execute a defined process
Process Owner Person responsible for ensuring process fits
purpose and is accountable for output

Process Manager Person responsible for operational management

Key Terms

Term Definition
Metric Something that is measured and reported to help
manage a process, service, or activity

Critical Success Factor What must happen if a process, project, or service

is to be successful

Key Performance Metric used to help manage a process, service, or

Indicator activity

Service Automation Designed to improve performance of service assets

and utility and warranty of services

What We Covered

 Customers and Users

 Defining Processes
 Overview of The Generic Process Model
 Incorporating Metrics
 The Deming Cycle
 The RACI Model
 Understanding Service Automation