Kent State ITIL INtro

8/13/2019 Kent State ITIL INtro

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ITIL: Why Your IT Organization Should CareService Support

Wendy [email protected]

Kent State University



History ITIL - IT Infrastructure LibraryDeveloped by British government in 1980’s

Focus on continuously improvement

Consists of 8 books, currently in version 2• Service Support (blue book) - core book

• Service Delivery (red book) - core book

• Security Management

• Business Perspectives

• ICT Infrastructure Management (Vol. I and II)

• Application Management

• Planning and Implementation

• Software Asset Management

Version 3 released May 30, 2007 has 5 books



Why adopting ITIL?

It aligns with IT business goals and service objectives

It is process driven, scaleable and flexible

Reduce IT cost yet providing optimal services

Increase relationship and communication among differentdepartments, employees, customers and users

Successfully adapted by HP, IBM, PG, Shell Oil, Boeing,Microsoft, Proctor and Gamble, State of CA



How Is It Different? Provide common language for IT

Not a methodology but guidelines with best practices

Connect processes

Provide a framework

It is public domain not proprietary

Core books consist - one function and ten processes:



Service Support

Incident Management Service Support

Problem Management Service Support

Change Management Service Support

Release Management Service Support

Configuration Management Service Support

Service Level Management Service Delivery

Financial Management Service Delivery IT Continuity Management Service Delivery

Availability Management Service Delivery

Capacity Management Service Delivery

The Service Desk - a function



Incident Management

A disruption in normal or standard businessoperation that affects the quality of service

Goal: restore normal service as quickly as possible and minimize the adverse effect on

business operation



Incident Activities

Detection & Report

Classification & support

Investigation & diagnosis

Resolution & recovery

Monitoring,tracking and

communication

Incident Closure

Service Request

Escalate



Service Desk Function

SPOC - Single Point of Contact

Record and resolve incidentsProvide work-around, escalate if not resolved

Produce incident reports

Keep users and customers informed of progress

Responsible for incident life cycle



End Users

Service

Support

ServiceDesk

Incident

ManagementChange

Management

ReleaseManagement

Configuration Management

ProblemManagement



Problem Management A problem is an unknown underlying cause of an erroror failure in the IT infrastructure

Known error - incidents or problems that the underlying cause isknown (root cause) and a temporary work-around or alternative fix has

been identified

Goal:

• Minimize the impact of incidents caused by errors• Reduce recurrence of incidents due to these errors

Error in

Infrastructure

Incidents Problems Known Error RFC

Solutions



Problem Management Activities

Problem Control

Identify, classify and solve problems

Root cause identificationProvide work-around to the Service Desk

Error Control

Review and assess Known Error identified from Root CauseEliminate known errors using the Change management

Prevent incidents - trend analysis and place preventive measures





Change Management • Goal: All changes are controlled and managed with

standardized procedures and minimum interruption

• A change is when a state of supported hardware, network,software, application, environment, system, or associateddocumentation is different because of:

Addition

Change

Move



Change Management Activities

Log /Filter requests for change (RFC)

Prioritize and categorize RFCs

Assessing resource requirements and impact

Authorize and approve RFCs by Change Advisory Board

Schedule and build the change

Create back-out plan and test the change

Implement and review implemented changes

Review the change management process



Service Desk & Change Management

Receive and forward Request for Change (RFC)

Provide feedback to users about the changes

Ready to support and understand the impact

Identify and report failed changes

Report and feedback to Change management




Accounts for relationship between assets

Owner of Configuration Management DB - CMDB

Account and track for all IT assets & configurationitems (CI) in the CMDB

Verify configuration records against the infrastructurefor accuracy

A sound basis for Incident, Problem, Change andRelease Management



Configuration Management Activities

Plan

Identify - CI

Control - CI and change authorization

Status Accounting - keep CI up-to-date

Audit / Verification - accuracy

Report of CI life cycle





Release Management

• Goals: 1. Plan and oversee successful rollout

2. Design and implement efficient procedures3. Communicate and agree to the rollout plan through Change

Management

4. Ensure master copies are secured in DSL and DHS5. Ensure CMDB is updated and changes are traceable

Owner of DSL - Definitive Software Library

Owner of DHS - Definitive Hardware Store



Release ManagementActivities:

Policy

Schedule

Design /DevelopBuild

Test

Accept

Plan Rollout

Distribute / install

Review

Test

Development

Production

Archive



Service Desk and Release Management

Identify incidents from rollout

Assist in release planning

Record and report

Provide feedback

Ensure staff can support new releases



End Users

Service

Support

ServiceDesk

Incident

ManagementChange

Management

ReleaseManagement


ProblemManagement



Successful ITIL Service DeskIncreasing customers and users satisfaction

Decrease incident numbers

First call resolution goal

Accurate incident identification and escalation

Excellent communication with other areas

SLA compliance



Service Support

The common area to implement ITIL

Increase customer and user satisfaction

IT will be more efficient and effective

Decrease IT financial cost



Useful ITIL Links

•

The Official ITIL Site• http://www.ogc.gov.uk/

• ITSMF — ITIL global forum• http://www.itsmf.com/

• ITIL COMMUNITY FORUM• http://www.itilcommunity.com

http://www.ogc.gov.uk/

http://www.itsmf.com/

http://www.itilcommunity.com/

http://www.itilcommunity.com/

http://www.itsmf.com/

http://www.ogc.gov.uk/



Questions and Discussion

Wendy Shih [email protected]

Thank you!

Documents

Kent State ITIL INtro