Category Archives: ITSM

MOF 4.0 Flow

MOF flow

Microsoft Operations Framework (MOF) 4.0 delivers practical guidance for everyday IT practices and activities, helping users establish and implement reliable, cost-effective IT services. It encompasses the entire IT lifecycle by integrating:

  • Community-generated processes for planning, delivering, operating, and managing IT.
  • Governance, risk, and compliance activities.
  • Management reviews.
  • Microsoft Solutions Framework (MSF) best practices.

Structure of MOF

MOF 4.0 describes the IT service lifecycle in terms of three phases and a foundational layer:

The Plan Phase focuses on ensuring that, from its inception, a requested IT service is reliable, policy-compliant, cost-effective, and adaptable to changing business needs.

The Deliver Phase concerns the envisioning, planning, building, stabilization, and deployment of requested services.

The Operate Phase deals with the efficient operation, monitoring, and support of deployed services in line with agreed-to service level agreement (SLA) targets.

The Manage Layer helps users establish an integrated approach to IT service management activities through the use of risk management, change management, and controls. It also provides guidance relating to accountabilities and role types

ITIL

The Information Technology Infrastructure Library framework is designed to standardize the selection, planning, delivery and support of IT services to a business. The main  goal is to improve efficiency and achieve predictable service levels.

It is a best practice that is currently detailed within five publications:

  • ITIL Service Strategy
  • ITIL Service Design
  • ITIL Service Transition
  • ITIL Service Operation
  • ITIL Continual Service Improvement.

 

 

ITSM General Methodology

ITSM methodology works with areas that are divided in 2 groups. Here are the groups:

IT Service Support

  • Configuration Managment: which is the physical and logical perspective of IT infraestructure and IT services.
  • Change Management:  standard methods and procedures for effective managing of all changes
  • Release Management: verification, and release of changes to the IT environment
  • Incident Management: the day-to-day process that restores normal acceptable service with a minimal impact on business
  • Problem Management: the diagnosis of the root causes of incidents in an effort to proactively eliminate them.

IT Service Delivery

  • Service Desk:   provides a central point of contact between users and IT department

  • Availability Management: optimize IT infrastructure capabilities, services, and support to minimize service outages.  Provide levels of service to meet business requirements

  • IT Service Continuitymanaging an organization’s capability to provide the necessary level of service following an interruption of service

  • Capacity Management:  tactically manage resources and strategically plan for future resource requirements

  • Service Level Management:  maintain and improve the level of service to the organization

  • Financial Management for IT Services: managing the costs to be able to provide the organization with the resources needed to meet requirements

Like ITIL and MOF are frameworks of ITSM, also work with the areas mention above, it may vary the way are named or where in the life cycle are placed in each framework.

So what do you think about this? Do you use one or some of these areas in your work?

IT Service Management

IT Service Management is the management of all people, processes and technology that cooperate to ensure the quality of live IT services, according to the levels of service agreed with the customer.

ITSM is a different approach to traditional IT , It can be said that ITSM is an enhancement to the traditional IT management, so we can see that this happens:

Traditional I/T ITSM Process
Technology focus è Process focus
“Fire-fighting” è Preventative
Reactive è Proactive
Users è Customers
Centralized, done in-house è Distributed, sourced
Isolated, silos è Integrated, enterprise-wide
“One off”, adhoc è Repeatable, accountable
Informal processes è Formal best practices
IT internal perspective è Business perspective
Operational specific è Service orientation

 

ITSM it is based on functions such as systems management, network management, application development and on process domains such as Change Management, Service Level Management and Problem Management.

To be able to work with ITSM, ITIL and MOF are two of the frameworks available to the IT service organization or department aiming for the highest quality at the lowest cost in a turbulent environment.