Shared licences

Dedicated licences

Licences

Planning and Implementing Service Management technologies

Operational staff in Service Design and Transition

All IT groups will be involved during Service Design and Service transition to ensure that new components or service are designed, tested and implemented to provide the correct levels of functionality, usability, availability, capacity, etc.

Additionally, Service Operation staff must be involved during the early stages of Service Design and Service Transition to ensure that when new services reach the live environment they are fit for purpose, from a Service Operation perspective, and are ‘supportable’ in the future.

In this context, ‘supportable’ means:

• Capable of being supported from a technical and operational viewpoint from within existing, or pre-agreed additional resources and skills levels
• Without adverse impact on other existing technical or operational working practices, processes or schedules
• Without any unexpected operational costs or ongoing or escalating support expenditure
• Without any unexpected contractual or legal complications
• No complex support paths between multiple support departments of third-party organizations.

Note: Change is not just about technology. It also requires training, awareness, cultural change, motivational issues and a lot more. Further details regarding wider management of change are covered in the Service Transition publication

There are a number of factors that organizations need to plan for in readiness for, and during deployment and implementation of, ITSM support tools. These include the following.

The overall cost of ITSM tools, particularly the integrated tool that will form the heart of the required toolset, is usually determined by the number and type of user licences that the organization needs.

Such tools are often sold in modular format, so the exact functionality of each module needs to be well understood and some initial sizing must be conducted to determine how many – and what type – of users will need access to each module.

Licences are often available in the following types (the exact terminology may vary depending upon the software supplier).

For use by those staff that requires frequent and prolonged use of the module (e.g. Service Desk staff would need a dedicated licence to use an Incident Management module).

For staff who make fairly regular use of the module, but with significant intervals in between, so can usually manage with a shared licence (e.g. third-line support staff may need regular access to an Incident Management module – but only at times when they are actively updating an incident record). The ratio of required licences to users needs to be estimated, so the correct number of licences can be purchased – this will depend upon the number of potential users, the length of periods of use and the expected frequency between usages to give an estimated concurrency level.

The cost of a shared licence is usually more expensive than that of dedicated licences – but the overall cost is less as users are sharing and fewer licences are therefore needed in total.

Дата добавления: 2014-12-23