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ITILITILHugh Pruitt

for

MnIPSOctober 21, 2003

AgendaAgenda

� What ITIL is� Relationship between ITIL and

outsourcing IT� A few examples of ITIL best

practices� ITIL certification� ITIL resources

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ITILITIL� ITIL provides a comprehensive and

consistent set of best practices for ITservice management, promoting a qualityapproach to achieving businesseffectiveness and efficiency in the use ofinformation systems� Services are the deliverables of the IT

organization as perceived by the customers� IT Service Management is concerned with

delivering and supporting IT services that areappropriate to the business requirements of theorganization

� ITIL provides a proven method for planningcommon processes, roles and activities withappropriate reference to each other andhow the communication lines should existbetween them.

ITIL CharacteristicsITIL Characteristics

� Non-proprietary IT process framework� Industry and technology independent� Based on best practices� Framework and guidelines for IT

process implementations� Provides standard terminology� Guidelines for process, roles and

responsibilities

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The LibraryThe Library

� Service Support� Service Delivery� Security Management� Business Perspective� ICT Infrastructure Management� Applications Management� Planning To Implement Service

Management

ITIL FrameworkITIL Framework

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Key ITIL ObjectivesKey ITIL Objectives

� To align IT services with thecurrent and future needs ofthe business and its customers

� Improve the quality of the ITservices

� Reduce the long-term cost ofservice

Benefits of Service ManagementBenefits of Service ManagementImprovementsImprovements

� Improved resource utilization� Competitive advantage� Decreased workload� Elimination of redundant work� Improve upon project deliverables and time� Improve availability, reliability and security of mission critical

IT services� Justify the cost of service quality� Provide services that meet business, customer and user

demands� Integrate central processes� Document and communicate roles and responsibilities in

service provision� Learn from previous experience� Provide demonstrable performance indicators

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Strategic, Tactical and OperationalStrategic, Tactical and OperationalProcessesProcesses

IT-Services

ProblemRelease

ConfigChange

Incident

IT Continuity

Capacity

AvailabilityService

Service Delivery

Service Support

Strategic

Operational

Tactical

Continuity, Partnerships, Outsourcing,

Surviving Change, Transforming Business Practice

ServiceDesk

Financial

Continuity, Partnerships, Outsourcing,

Surviving Change, Transforming Business Practice

Business Perspective

ITIL Process PurposesITIL Process Purposes

� Service Desk� The public facing of IT

� Incident Management� Continuity of service levels

� Problem Management� Minimize disruption of the

service level� Configuration Management

� Control the IT infrastructure� Change Management

� Efficient handling of changes� Release Management

� Ensuring authorized softwaremodules are used

� Service Level Management� Agree on and control the

service levels� Availability Management

� Ensure high availability ofservices

� Capacity Management� Ensure the optimal use of IT

� Continuity Management� Ensure quick recovery after a

disaster� Financial Management

� Provide insight, control andcharge the costs of ITservices

� Security Management� Protect the business

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IT CustomerRelationshipManagement

Release Management

Change Management

Configuration Management

Service Level Management

Incident Management

Problem Management

Service Delivery

Service Support

ServiceDesk

Capacity Management

IT ServiceContinuity Management

Availability Management

Security Management

Financial Managementfor IT Services

Logical ModelLogical Model

Service DeskService Desk� Objective

� Facilitate the restoration of normal operational service with minimalbusiness impact on the customer within agreed service levels andbusiness priorities

� Activities� Incident classification, prioritization and escalation� Liaison between customer and IT groups� Perform communication activities� Process requests for change

� Benefits� Improved customer service� Higher quality and faster turnaround of requests� Improved IT support resources usage� Increased business productivity

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Incident ManagementIncident Management� Objective

� To restore normal service operation as quickly as possible and minimizethe adverse impact on business operations, thus ensuring that the bestpossible levels of service quality and availability are maintained

� Activities� Collect and record incident details and alert or escalate as necessary� Assign impact and urgency, thereby defining priority� Assess details and provide quick resolution� Resolve incident via solution, work-around or raise request for change� Close incident upon confirmation from customer� Monitor and escalate incidents and inform user

� Benefits� Reduced business impact of incidents by timely resolution� Improved monitoring, allowing performance against service level

agreements to be accurately measured� Elimination of lost or incorrect incidents and service requests

Problem ManagementProblem Management� Objective

� Minimize the adverse impact of incidents and problems on the businessthat are caused by errors within the IT infrastructure, and to preventrecurrence of incidents related to these errors

� Activities� Problem control: Identify the real underlying cause� Error control: Raise request for change to remove known errors which

will prevent incident from reoccurring� Identify and resolve problems and known errors before incidents occur

� Benefits� Improved IT service quality� Reduced incident volume� Improved user productivity by preventing failures and reducing impact

of failures

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Configuration ManagementConfiguration Management� Objective

� Account for all the IT assets and configurations within the organizationand its services

� Provide accurate information on configurations and their documentationto support all the other service management processes

� Activities� Develop and manage configuration management database to support all

other ITIL processes with accurate information on configuration itemsand their relationships

� Configuration identification, control, status accounting, audit andverification

� Benefits� Providing accurate information on configuration items and

documentation� Controlling valuable configuration items� Making software changes visible� Schedule changes safely, efficiently, and effectively

Change ManagementChange Management� Objective

� Ensure that standardized methods and procedures are used for efficientand prompt handling of all changes, in order to minimize the impact ofchange-related incidents upon service quality, and consequently toimprove the day-to-day operations of the organization

� Activities� Change logging, filtering and acceptance� Manage change process through prioritization of risk and categorization

of impact� Chairing Change Advisory Board and Emergency Committee� Publish “Forward Schedule of Change” and “Projected Service

Availability”� Benefits

� Increased visibility and communication of changes to business and IT� Reduced adverse impact of changes on quality of service and SLAs� Increased productivity of users through less disruption and higher

quality services� Increased productivity of key personnel through decreased need to back

out erroneous changes

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Release ManagementRelease Management� Objective

� Ensure that all technical and non-technical aspects of a release are dealtwith in a coordinated approach

� Activities� Storage and management of controlled software (DSL) and hardware

(DHS)� Release planning including extensive testing and sign-offs� Audits of hardware and software prior to and following the

implementation change� Benefits

� A complete audit trail of changes to the production environment ismaintained of software distributions and hardware changes

� Easier detection of wrong versions and unauthorized copies of software� Reduced risk of unnoticed introduction of viruses or other malicious

software

Service Level ManagementService Level Management� Objective

� To maintain and improve IT service quality, through a constant cycle ofagreeing, monitoring and reporting upon IT service achievements andinstigation of actions to eradicate poor service - in line with business orcost justification

� Activities� Establish function� Implement process� Manage ongoing process� Conduct periodic reviews� Management information

� Benefits� IT Services are designed to meet service level requirements and

focused on key business areas� Both parties to the agreement have a clearer view of roles and

responsibilities� Service monitoring allows weak areas to be identified for future

improvement of service quality� SLA can be used to demonstrate what value customers are receiving

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Availability ManagementAvailability Management� Objective

� To optimize the capability of the Ii Infrastructure, services andsupporting organization to deliver a cost effective and sustained level ofavailability that enables the business to satisfy its business objectives

� Activities� Determining availability requirements� Compiling the availability plan� Monitoring availability� Monitoring maintenance obligations� Management information

� Benefits� Single point of accountability� IT Services are designed to meet IT requirements designed by business� Improved of business continuity� Cost justification for IT investments� Agreed levels to support SLM� Change to proactive mindset� Improved IT image

Capacity ManagementCapacity Management� Objective

� Ensures that all the current and future capacity and performanceaspects of the business requirements are provided cost-effectively

� Activities� Demand management� Modeling� Application sizing� Production of a capacity plan� Management information

� Benefits� Increased efficiency and cost savings by deferring expenditures,

economic service provisioning, planned buying� Reduced risk� More confidence in forecast over time

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Continuity ManagementContinuity Management� Objective

� Ensure that the required IT technical and services facilities can berecovered within required and agreed timescales

� Activities� Initiation� Requirements and strategy� Implementation� Operational management

� Benefits� Lower insurance premiums� Satisfy regulatory requirements� Foster business/IT relationship� Demonstrate effective contingency capabilities, potentially for

competitive advantage

Financial ManagementFinancial Management� Objective

� To provide cost-effective stewardship of the IT assets and resourcesused in providing IT Services

� Activities� Budgeting� IT Accounting� Charging� Management Information

� Benefits� Confidence in setting and managing budgets� Accurate cost information to support decision making and ongoing

service ownership

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Security ManagementSecurity Management� Objective

� Ensure such a level of security, that the agreed availability of theinfrastructure and the IT services, as well as the business functions, arenot compromised

� Activities� Develop and manage policies, procedures, responsibilities,

accountabilities� Update service catalog, agreements and contract with security� Implement awareness, measures, and incident handling and registration� Evaluation through internal and external audits� Maintenance of security measures� Reporting to Service Level Management on security issues and trends

� Benefits� Optimal security measures� Supports continuity of the organization� Ensures availability of accurate and complete information

Logical ModelLogical Model

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Incident, Problem and ChangeIncident, Problem and ChangeManagementManagement

Service Support ProcessesService Support Processes

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Service Delivery ProcessesService Delivery Processes

Inter-process Incident LifecycleInter-process Incident LifecycleNarrativeNarrative

� A User calls the Service Desk to report response difficulties with the on-line service.� The Incident Management process deals with Incident.� The Problem Management process investigates underlying cause and calls in Capacity

Management to assist in this process. Service Level Management alerted that the SLA.has been breached.

� The Change Management process raises and co-ordinates a Request For Change (RFC)� The IT Financial Management process assists with the business case cost justification

for the hardware upgrade.� The IT Service Continuity process gets involved in the Change Management process to

ensure recovery is possible onto current back-up configuration.� The Release Management process controls the implementation of the Change by rolling

out replacement hardware and software. Release Management updates ConfigurationManagement with details of new Releases and versions.

� The Availability Management process is involved in considering the hardware upgradeto ensure that it can meet the required availability and reliability levels.

� The Configuration Management process ensures the CMDB information is updatedthroughout the process.

� The Customer Relationship Management process liaises with Customer throughout theprocess to ensure he/she is kept abreast of progress.

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For more informationFor more information

http://www.itil-itsm-world.com/index.htmhttp://www.itsmf.comhttp://www.itil.co.ukhttp://www.itilbooks.comhttp://www.itsmf.net (USA)http://www.bsi-global.com/index.xalterhttp://www.pinkelephant.comhttp://www.sei.cmu.edu/cmm (cmm)http://www.ge.com/sixsigma