ITS Service Management: Key Elements
ON THIS PAGE:
| Key Concepts | Key Processes | Roles and Responsibilities | Service Definition Products | Additional Information |
Key Concepts |
Tools and Resources | |
What is Service Management? | Service Management is a customer-focused approach to delivering information technology. Service Management focuses on providing value to the customer and also on the customer relationship. Service Management provides a framework to structure IT-related activities and the interactions of IT technical personnel with customers and clients. | Service Management Resources |
Is it a Service? | A service is a coherent, ready-to-use deliverable that is of value to the customer. Services allow customers to do business without worrying about underlying technology or IT infrastructure. | |
Service Lifecycle | Services must evolve in order to continue to meet the needs of the customer and respond to technological changes and advances. The Service Lifecycle is the overall framework used to identify, define, manage, and retire IT services. | Service Lifecycle Diagram |
Key Processes |
Tools and Resources | |
Service Definition |
Defining services is the key to service management. A service definition enables both the customer and the service provider to know what they can and cannot expect from a service. Clearly defined services inform customers about service offerings, including what each service does and does not include, eligibility, service limitations, cost, how to request the service, and how to get help. A well-defined service also identifies internal processes necessary to provide and support the service.
Every customer-facing service should have a high-level service definition at a minimum. Answers to the following five questions will help define a service. The Five Questions: Customer facing questions: ITS (internal) facing questions: Outcomes of service definition include: Service Catalog pages, Service Level Agreements (SLAs) and Operational Level Agreements (OLAs). See "Service Definition Products", below. |
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Change Management |
Change management helps to ensure that the risk of changes impacting the customer are minimized. Elements of change management include:
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Incident Management |
In the Service Management world, an "incident" is any event that causes an unexpected interruption or reduction in a service. The goal of Incident Management is the restoration of normal operations as quickly as possible with as little disruption for clients as possible. At UCSC, Incident Management applies to everything from handling a single trouble ticket to an entire service outage. |
Key Roles and Responsibilities |
Tools and Resources | |
Service Manager |
The Service Manager has overall accountability for defining the service, ensuring services are delivered in accordance with agreed business requirements, and managing the service lifecycle – often in conjunction with a Service Team (see below). | Service Manager web page |
Service Team |
A Service Team's function is to provide service-related input, review and disposition of service change requests, and resolve service-related issues. Service Teams can be formal or informal and are composed of individuals and groups that need to be consulted for service changes and development. This typically includes customer representatives, service providers, service support representatives, and subject matter experts. |
Service Teams web page |
Service Sponsor |
The Service Sponsor is the business partner or individual responsible for signing off on and accepting delivery of a service. The Service Sponsor has the authority to accept service levels, costs, and risks associated with a service. |
Service Definition Products |
Tools and Resources | |
Service Catalog |
The ITS Service Catalog is a list of IT services provided to campus clients that is published on the web as part of the ITS web site. Each "service page" within the catalog includes a description of the service, how to get the service, how to get service support, costs (if applicable), and other information regarding the use and capabilities of the service. | |
Agreements: Service Level Agreement (SLA) |
A Service Level Agreement (SLA) is an agreement between a service provider and the customer which details the parameters of the services to be provided. Key elements of an SLA include
A service provider might have their own Service Level agreements with third party providers of products and services. |
SLA template (will open a Google Doc) SLA process diagram (pdf) |
Agreements: Operational Level Agreement (OLA) |
By contrast, an Operational Level Agreement (OLA) is an agreement with a department internal to the service provider detailing the provision of a certain element of a service. Key elements of an OLA include
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OLA Template (link will download a Word file) |
For questions, additional information, or feedback please contact Client Services and Security using the ITS Feedback form.