2. The Context
Why learn about ITIL?
It‟sa world-wide de facto standard
It has become a mandate in many
organizations – i.e., certification
Its processes overlap SDLC processes
– E.g., configuration management, change
management, etc.
– Need to coordinate your SDLC with ITIL
A learning individual is a winning
individual!
3. IT Best Practices
We all know about SDLC best practices, and
many of us know about Project Management
best practices, but how many of us know about
IT Service best practices?
If you are unfamiliar with this area of IT
competency, your learning journey begins with an
understanding of IT Service Management……
4. What is IT Service Management?
A process-based framework for the support and
delivery of quality IT services
IT Service: A set of related functions IT provides that are
seen by the Customer as a coherent, self-contained entity
Quality: Matched to business needs and user requirements
as these evolve
A structured approach to managing the
relationships between IT service providers and
their customers
Similar in concept to PMBOK (project
management) and CMMI
5. What is ITIL?
IT Infrastructure Library
World‟s de facto standard IT Service
Management framework
Set of publications
Best practice guidance
Non-prescriptive, vendor-neutral
Public domain
6. Why was ITIL created?
Createcomprehensive, consistent
and coherent codes of Best Practice
for quality IT Service Management
Encourage the private sector to
develop ITIL-related services and
products (training, consultancy and
tools)
7. ITIL Service Mgt process set
IT Infrastructure Library (ITIL) consists of 6 sets:
Service Support
Service Delivery
• Planning to Implement Service Management
• ICT Infrastructure Management
• Applications Management
• The Business Perspective
Within these a variable number of very specific disciplines
are described.
IT Service Management (ITSM) itself is generally divided into
two main areas, Service Support and Service Delivery.
Together, these two areas consist of 10 disciplines that are
responsible for the provision and management of effective IT
services.
8. Service Delivery
Service Delivery is the management of the IT services themselves,
and involves a number of management practices to ensure that IT
services are provided as agreed between the Service Provider and
the Customer
Service Delivery consists of 5 disciplines:
Service Level Management
Capacity Management
Continuity Management
Availability Management
IT Financial Management
Business-facing processes
9. Service Level Management
Insures agreed services are delivered when, where, and at
the cost committed
SLM involves 8 tasks:
– Review existing services
– Negotiate service agreements with Customers
– Review the underpinning contracts of 3rd
party service providers
– Produce and monitor the Service Level
Agreement (SLA)
– Implement Service Improvement policy
and processes
– Establish priorities
– Plan for service growth or reduction
– Establish service costs and procedures
for recovering those costs
Governing contract is an SLA
10. Capacity Management
Insures IT infrastructure is provided at the right
time in the right volume at the right price
CPM has 6 tasks:
– Performance monitoring
– Workload monitoring
– Application sizing
– Resource forecasting
– Demand forecasting
– Modeling
Maintains a Capacity Plan
11. Continuity Management
Insures IT Services can recover and continue
from a serious incident
– Reactive measures to respond to an incident
– Proactive measures to reduce the risk of a disaster
CTM has 8 tasks:
– Conduct Business Impact Analysis (BIA) to prioritize business
recovery
– Perform Risk Assessment to identify the
assets, threats, vulnerabilities and
countermeasures for each IT Service
– Evaluate options for recovery
– Produce a Contingency Plan
– Test, review, and revise the CP on
a regular basis
12. Availability Management
Insures levels of service availability are met
Calculate availability using a model involving
techniques such as Fault Tree Analysis
– Serviceability – Services provided by a 3rd party support the SLA
– Reliability – Time a component is expected to perform without
failure
– Recoverability – Time to restore a component to its operational state
after a failure
– Maintainability – The ease with which a component can be maintained,
which can be both remedial or preventative
– Resilience – Ability to withstand failure
– Security – Ability of components to withstand breaches of security
13. IT Financial Management
Insuring IT infrastructure is obtained at the most
effective price, tracking the cost of providing IT
services, and recovering those costs
Costs are divided into costing units:
– Equipment
– Software
– Organization (staff, overtime)
– Accommodation
– Transfer (costs of 3rd party service providers)
Costs are Direct and Indirect, and can be Capital
or Expense
14. Service Support
Service Support is the practice of those disciplines that enable IT
services to be provided effectively
The 6 Service Support disciplines are:
Configuration Management
Incident Management
Problem Management
Change Management
Service/Help Desk
Release Management
User-facing processes
15. Configuration Management
CMDB – a database that tracks the
maintenance, movement, and problems
experienced with the Configuration Items:
– Hardware
– Software
– Documentation
– Personnel
CM consists of four tasks:
– Identification – specification of all components
– Control – management of each Configuration Item
– Status – maintaining the status of each item in the CMDB
– Verification – reviews and audits to insure CMDB is accurate
16. Incident Management
An 'Incident' is any event which causes, or may
cause, an interruption or a reduction of the
quality of a service
Activities of the Incident Management process:
– Incident detection and recording
– Classification and initial support
– Investigation and diagnosis
– Resolution and recovery
– Incident closure
– Incident ownership, monitoring, tracking
and communication
17. Problem Management
Problem Management detects and provides
solutions to problems and prevents their
reoccurrence
– Focus is on root cause analysis, not service recovery
The key activities for this process are:
– Provide problem control
– Provide error control
– Proactively manage problems
– Conduct major problem reviews
– Provide management information about
Problem Management quality and operations
18. Change Management
Change Management is the practice of ensuring
all changes to Configuration Items are carried out
in a planned and authorized manner
– Document business reason for change
– Identify affected Configuration Items and IT Services
– Plan and test the change
– Create a “back out” plan to handle unexpected results
19. Release Management
Management of all software Configuration Items
within the organization
RM prepares and manages release plans and
tracks release versions
RM controls and distributes all software through
a Definitive Software Library (DSL)
– Master copies of all software is stored, and from here, its
control and release is managed
– The DSL consists of physical and logical stores
Physical – Where all software media are stored
Logical – Index of all software, releases, versions, etc.,
highlighting where the physical media can be located
20. Service/Help Desk
The two main focuses of the Service Desk are
Incident Control and Communication
Service or Help Desks tend to embrace the
following:
– Receive all calls and e-mails on incidents
– Incident recording, classification, and
prioritization
– Incident escalation
– Search for a „work around‟
– Update the end user on progress
– Handle communication for other ITIL processes
– Report to stakeholders on service desk performance
21. Where can I learn More?
ITIL is Public Domain intellectual property
…..but the standards publications are not free
http://www.itlibrary.org Great site for ITIL
overview
http://www.itil.org.uk Standards body web-site
http://www.itil-toolkit.com Commercial web-site with good
info resources
http://www.itil-itsm-world.com Web-site that sells the ITIL Toolkit
http://www.amazon.com Sells the Service Delivery and
Service Support standards
