ITIL

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ITIL eHealth

• An Introduction to Information Technology
  Infrastructures Library

2
Course Objectives

• Provide a high level overview of ITIL
• Introduce basic terminology concepts

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Course Outline

• Introduction
• Service Lifecycle
• Service Strategy
• Service Design
• Service Transition
• Service Operation
• Continual Service Improvement
• Review

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Miscellaneous

• 3 hours
• One break
• Washrooms
• Coffee
• Cell phones
• Handout

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INTRODUCTION
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ITIL - What, Why Where

• The Information Technology Infrastructure Library
  (ITIL) is a set of concepts policies for
  managing information technology, infrastructure,
  development operations
• ITIL is the most widely accepted approach to IT
  service management in the world
• ITIL provides a cohesive set of best practice,
  drawn from the public private sectors
  internationally
• http//www.itil-officialsite.com/home/home.asp

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The Library

• ITIL is a set of books
• 1st published by the UK govt in the late 1980s
• Publicly available now universally accepted
• V1, V2, V3
• A best practice framework
• An approach that has been proven
• Not a recipe

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Where Does Best Practice Fit?
What should we do?
BS 15000/ISO20000
How should we do it?
ITIL, PRINCE2
How should we do it in a particular context?
How should we do it in our organization?
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Most companies have good people, the companies
that win in the long term have the best
practices Peter Drucker (Father of Modern
Management)
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The Need for ITIL

• ITIL evolved to solve issues such as
• Lengthy support wait times
• Unreliable application availability
• Break-change-break cycle
• Inconsistent unreactive customer support
• Over-promising under-delivering
• Current resources failing to meet business
  demands too expensive

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Value of ITIL

• Business
• Strategic alignment
• Derive greater value ROI
• Management
• Clarifies services expectation
• Provides a base line to measure services
• Staff
• Understand roles accountabilities
• Clarifies priorities

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Why Should eHealth Adopt ITIL?

• Increased customer satisfaction
• Improved service availability
• Leads to increased business profits revenue
• Financial savings
• Reduced rework lost time
• Improved resource management usage
• Improved time to market for new services
• Improved decision making
• Common consistent language

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Preparing for the Future

• In the next 10 years, it is projected that more
  than ½ of business expenses will be IT related
• Companies that gain control of these expenses
  will have a competitive advantage

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ITIL Success Stories

• Rogers in Toronto
• Bank of Montreal
• Johnson Johnson Pharmaceuticals
• Safeway
• Best Buy / Future Shop

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Complementary Practices

• CMMI (Capability Maturity Model Integration)
• PRINCE2 (Projects in Controlled Environments)
• Six Sigma
• ISO/IEC 20000
• COBIT
• Others

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ITIL V3 Certification
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ITIL Certification eHealth

• eHealth has promoted the ITIL Foundation program
  certification
• eHealth will cover the cost of the Foundation
  exam
• Requires Manager approval
• Forward approval to CTS_at_manitoba-ehealth.ca
• CTS will schedule the exam
• Exam prep courses are available online
• Example http//www.bwyze.mindmuze.com/
• Cost NOT covered by eHealth

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ITIL eHealth

• eHealth is committed to the implementation of
  ITIL best practices
• Senior management has declared ITIL a priority
  practice
• ITIL is a journey over the next few years we
  will design apply, then maintain best practices
• Although some processes have been in place for
  some time, the near future will bring significant
  change that will impact many of us

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ITIL eHealth (continued)

• A new position has been created for ITIL process
  implementation
• eHealth employees to receive ITIL training
• Minimum 1/2 day overview

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ITIL You

• Area specific questions may be directed to your
  manager

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SERVICE LIFECYCLE
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Lifecycle Overview
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Service

• A means of delivering value to customers by
  facilitating outcomes customers want to achieve
  without the ownership of specific costs risks

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Examples of eHealth Services

• Service Desk
• Work Order Management
• Tech Services
• Database Administration
• Account Management
• Desktop Management
• Application Development
• Training

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IT Service Management

• A set of specialized organizational capabilities
  for providing VALUE to customers in the form of
  services

Resources
Valuable Services
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Service Lifecycle

• ITIL V3 focuses on the way that service
  management components are linked
• The Service Lifecycle is a model that illustrates
  these components the relationships between them
• 5 stages in the lifecycle

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Lifecycle Overview
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The Five Stages
Policy making setting objectives
Service Strategy
Service Design
Learning improving
Continual Service Improvement
Service Transition
Adjustment change
Service Operation
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Stages Analogy New Hospital
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Stages Analogy
Stages Analogy New Hospital

• SERVICE STRATEGY

• Initial planning
• Will there be a demand for this service?
• How will it be funded?
• Where will it be located?
• What is the time frame?
• Who will build it?

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Stages Analogy
Stages Analogy New Hospital

• SERVICE DESIGN

• What will the capacity be?
• What services will be offered?
• What are the associated costs?
• What service levels will needto be met?
• What supplier agreementsneed to be place?

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Stages Analogy
Stages Analogy New Hospital

• SERVICE TRANSITION

• Construction phase
• How will traffic be diverted?
• How will changes be communicated to the public
  other stakeholders?
• What determines when the hospitalis ready?

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Stages Analogy
Stages Analogy New Hospital

• SERVICE OPERATION

• Day to day activity of the hospital
• Availability for patients
• Staffing
• Customer service
• Billing

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Stages Analogy
Stages Analogy New Hospital

• CONTINUAL SERVICE IMPROVEMENT

• Analyze reports
• Which areas need improvement?
• Implement corrective actions

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Process

• A structured set of activities designed to
  accomplish a specific objective
• Transforms inputs into outputs

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Process Characteristics

• Measurable performance driven cost, quality,
  duration, productivity
• Deliver a specific result that is individually
  identifiable measurable
• Deliver results to a customer or stakeholder
  (internal or external)
• Respond to a specific event traceable to a
  single trigger

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Processes People

• People can play multiple roles within various
  processes while having one job

• Each process in the ITIL lifecycle has one
  Process Owner

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Review
Which is NOT a stage in the Service Lifecycle?

• Service Design
• Service Optimization
• Service Transition
• Continual Service Improvement

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Review
ITIL is best described as a

• Best practice
• Standard
• Process
• Policy

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Review
Which statement is true for ALL processes?

• They are measurable.
• They support external Customers.
• They eliminate the impact of a Problem.
• They are specific to a particular job.

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Review
Which statement is correct for all IT services?

• They deliver costs to Customers.
• They deliver change to Customers.
• They deliver value to Customers.
• They deliver business solutions to Customers.

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SERVICE STRATEGY
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Service Strategy Stage
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Overview
Service Strategy

• Provides guidance in the design, development
  implementation of service management
• How do we create value for our customers?
• How should we define service quality?
• What services should we offer?
• How do we differentiate ourselves from
  competition?
• How do we allocate resources?

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Phones of Tomorrow
Service Strategy
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Value
Service Strategy

• Service strategy begins with the customers
  desired outcomes
• Customers dont buy products, they buy the
  satisfaction of particular needs
• What the customer values is often different from
  what the service provider thinks it provides

CSM
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Listen to the Customer!
Service Strategy
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Utility Warranty
Service Strategy
UTILITY Fit for purpose What the customer
gets(ensures usefulness)
WARRANTY Fit for use How it is delivered(ensur
es it works)
VALUE


Utility Warranty are key to understanding the
customers perspective of value
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Buying a Car
Service Strategy

• UTILITY
• How am I going to use this car?
• How will this car improve my life?
• What am I going to get from this car?

• WARRANTY
• Whats the guarantee on the transmission?
• Whats the bumper-to bumper guarantee?
• Is road side assistance included?

Other Stages
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Resources Capabilities
Service Strategy
Organizations use resource capability assets to
create value in the form of goods services
Other Stages
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Service Portfolio
Service Strategy

• Complete set of services managed by a Service
  Provider
• Why should a customer buy these Services?
• Why should they buy these Services from us?
• What are the pricing or chargeback models?
• What are our strengths, weaknesses, priorities
  risks?
• How should our resources capabilities be
  allocated?

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Service Level Package (SLP)
Service Strategy

• A defined level of Utility Warranty
• Each SLP is designed to meet the needs of a
  particular business activity

Cust 1SLP
Cust 2SLP
Cust 3SLP
Cust 4SLP
Service Portfolio (complete set of services)
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Main Activities
Service Strategy

• Define the market
• Develop offering
• Develop strategic assets
• Prepare execution

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Key Processes
Service Strategy

• Service Portfolio Management
• Demand Management
• Financial Management

Other Stages
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Service Portfolio Management
Service Strategy
Service Pipeline (Proposed or in development)
Retired Services
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Demand Management
Service Strategy

• Understand influence customer demand for IT
  services
• Provide capacity to meet demand

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Financial Management
Service Strategy

• Budgeting
• Accounting
• Charging requirements

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SERVICE DESIGN
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Service Design Stage
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Service Design
A common mistake that people make when trying to
design something completely foolproof is to
underestimate the ingenuity of complete
fools. Douglas Adams (author Hitchhikers Guide
to the Galaxy)
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Overview
Service Design

• The design of new or changed services for
  introduction into the live environment
• Includes architectures, processes, policies,
  documentation

Functionality
Performance
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The 4 Ps
Service Design
Other Stages
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Five Aspects
Service Design

• Service solutions
• Service Portfolio
• Technology architectures mgmt systems
• Processes
• Measurement methods metrics
• If you cant measure it, you cant manage it

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Service Design Package (SDP)
Service Design

• A document that defines all aspects of an IT
  service its requirements
• Produced for each
• New service
• Major change
• Service retirement

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Key Processes
Service Design

• Service Catalogue Management
• Service Level Management
• Availability Management
• Capacity Management
• IT Service Continuity Management
• Information Security Management
• Supplier Management

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Service Catalogue Management
Service Design
Service Pipeline (Proposed or in development)
Service Catalogue (Live or available for
deployment)
Service Portfolio (complete set of services)
Published to customers
Retired Services
CSM
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Service Level Management
Service Design

• Responsible for negotiating Service Level
  Agreements ensuring that these are met
• Service Level Agreement
• Between an IT Service Provider a Customer
• Describes the IT Service, documents service level
  targets, responsibilities of Provider Customer
• Operational Level Agreement
• Between an IT Service Provider another part of
  the same business
• Underpinning Contract
• Agreement between an IT Provider 3rd party
  supplier

CSM
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Availability Management
Service Design

• Ensure services are available when needed
• Ensure IT infrastructure, processes, tools
  staff roles are appropriate for the agreed targets

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Capacity Management
Service Design

• Match capacity of IT to the agreed business
  demands in a cost effective timely manner
• Current future needs

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IT Service Continuity Management
Service Design

• Ensures that agreed service levels can be resumed
  in event of a disaster

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Information Security Management
Service Design

• Manage IT security risks
• Confidentiality information is available only
  to those who have a right to know
• Integrity information is complete accurate
• Availability info is available when needed

CIA
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Supplier Management
Service Design

• Obtain value for money from suppliers
• Ensure suppliers meet the targets contained
  within their contracts

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Service Design Processes
Service Design
SIP
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Service Design
Good design is the most important way to
differentiate ourselves from our
competitors. Samsung Electronics CEO Yun Jong
Yong
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(No Transcript)
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Review
Which statement(s) are correct with regards to
the Service Portfolio?

• It includes live retired services.
• All parts are published to Customers.

• i only
• ii only
• Both of the above
• Neither of the above

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Review
What does Warranty of a service mean?

• There will very few Problems with the service.
• Problems are fixed free of charge.
• The service is fit for purpose.
• Customers are assured of certain service levels.

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Review
An organization uses Resources Capabilities to
create value in the form of

• utility warranty.
• functionality performance.
• people products.
• goods services.

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Review
Which is NOT one of the 5 aspects of Service
Design?

• Design of processes
• Design of solutions
• Design of functions
• Design of measurement methods metrics

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Review
What is the main objective of Availability
Management?

• Ensure that service availability matches the
  agreed levels
• Report on the availability of services
• Guarantee service availability
• Ensure that all targets in the Service Level
  Agreements are met

82
Review
Setting policies objectives is the primary
concern of which lifecycle stage?

• Service Operation
• Service Strategy
• Service Design
• Service Transition

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Review
The purpose of Service Catalogue Management is

• To provide information to the business
• To provide up to date, accurate information
• To print copies of the Service Catalogue
• To provide information to IT staff

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Review
Who negotiates Service Level Agreements within
eHealth?

• Service Desk Analysts
• Director of Operations
• Chief Executive Officer
• Customer Service Managers

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SERVICE TRANSITION
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Service Transition Stage
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Overview
Service Transition

• CONTROLLED transition of new changed IT
  services into operation
• Predicted cost, quality time estimates
• Minimal impact on production
• Proper use of the services
• Align transition plans with the business

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Key Processes
Service Transition

• Change Management
• Service Asset Configuration Management
• Release Deployment Management
• Transition Planning Support
• Service Validation Testing
• Evaluation
• Knowledge Mgmt

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Processes Overview
Service Transition
Oversee management of organization stakeholder
change
Service Transition Planning Support
Service Validation, Testing Evaluation
Knowledge Management
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Change Management
Service Transition

• Ensure change happens in a controlled manner

Evaluate
Authorize
Record
Test
Prioritize
Plan
Document
Implement
CAB
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Service Asset Configuration Mgmt
Service Transition

• Track report the value ownership of IT assets
• Maintain information about IT components,
  including the relationships between them

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Service Asset Configuration Mgmt
Service Transition

• Configuration Item (CI)
• IT component (services, hardware, software,
  buildings, people, documentation)
• Configuration Management Database (CMDB)
• Stores configuration records about the attributes
  of CIs (including relationships)

eHealth
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Service Asset Configuration Mgmt
Service Transition

• Configuration Management System (CMS)
• Provides reliable, quick, easy access to
  accurate configuration information is updated
  as when changes are implemented

HR Database
Asset Database
CMS Interface
Known Error Database
Incident Control System
CMDB
SDE
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Release Deployment Management
Service Transition

• Ensure the correct components are released into
  the live environment
• Plan oversee the rollout
• Definitive Media Library (DML)
• One or more locations in which approved versions
  of software Configuration Items are securely
  stored
• Only software from the DML is acceptable for use
  in a release

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Interconnection
Service Transition
Change Management
Record Change Request
Assess Change
Approve/Reject Change
Coordinate Change Implementation
Review Change
Close Change
Release deploy New/changed CIs
Configuration Management
Reports Audits
Identify Affected Items
Update Records
Capture Baselines
Audit Items
Check Records Updated
Configuration Management System (CMS)
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Transition Planning Support
Service Transition

• Plan coordinate resources to ensure that the
  requirement of Service Strategy encoded in
  Service Design are effectively realized in
  Service Operations
• Identify, manage control the risks of failure
  disruption across transition activities
• Can improve a service providers ability to
  handle high volumes of change releases

T2P
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Service Validation Testing
Service Transition

• Provides objective evidence that the new/changed
  service supports the business requirements
  including the agreed Service Level Agreements
• The service is tested against the utilities
  warranties set out in the service design package
• Functionality, availability, continuity,
  security, etc

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Evaluation
Service Transition

• Ensures the service will be useful to the
  business will continue to be relevant
• Addresses
• Relevance of service design
• Transition approach
• Suitability of the new/changed service for the
  actual operational environments

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Knowledge Management
Service Transition

• Ensures that the right person has the right
  knowledge at the right time to deliver support
  the services required by the business
• Service Knowledge Mgmt System (SKMS)
• Encloses huge quantity of data that constitutes
  knowledge
• Supported by CMS CMDB but is much broader
• Better knowledge better decisions

100
Knowledge Management
Service Transition
Service Knowledge Management System (SKMS)
Service Knowledge Management System (SKMS)
Configuration Management System (CMS)
Configuration Management Databases (CMDB)
101
Service Transition within eHealth
Service Transition

• Have
• Change management in the form of change control
• Service Transition - transition planning
  support (formerly T2P)
• Working on
• CMDB
• Knowledge Management

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SERVICE OPERATION
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Service Operation Stage
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Overview
Service Operation

• Deliver agreed levels of service to users
• Manage applications, technology infrastructure
  that support the services
• Only stage that actually delivers value to the
  customer
• Great design is worth little if it cannot be
  delivered

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Balancing Act
Service Operation
IT vs. Business View
Quality vs. Cost
Stability vs. Responsiveness
Reactive vs. Proactive
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Common Activities
Service Operation

• Server Management
• Network Management
• Storage Archive
• Database Administration
• Account Management
• Desktop Management
• Internet / Web Management

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Key Processes
Service Operation

• Incident Management
• Request Fulfillment
• Problem Management
• Event Management
• Access Management

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Incident Management
Service Operation

• Incident - an unplanned interruption or a
  reduction in the quality of an IT Service
• Printer in ER is not working
• User cannot log in to a clinical system
• Purpose of Incident Management is to
• Restore normal service as quickly as possible
• Minimize adverse impact on business operations

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Incident Management
Service Operation

• Incidents are
• Categorized - who should work on them
• Prioritized (P1-P4) - impact urgency
• Incidents that cannot be resolved within service
  level parameters are escalated
• Technical support /or mgmt
• A tool is essential to record manage Incident
  information
• eHealth uses Service Desk Express

111
Request Fulfillment
Service Operation

• Service request - a user request for information,
  advice, or a Standard Change
• Request fulfillment deals with these requests
• Can include self service solutions
• All requests should be logged tracked
• eHealth uses Service Desk Express

112
Problem Management
Service Operation

• Problem - root cause of one or more Incidents
• Problem management includes
• Diagnosing causes of Incidents
• Determining resolution
• Ensuring the resolution is implemented(where
  appropriate)
• Maintaining information about Problems,
  workarounds resolutions

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Problem Management
Service Operation

• Workaround reducing or eliminating the impact
  of an Incident/Problem for which a full
  resolution is not yet available
• Known Error a Problem that has a documented
  root cause a workaround
• Known Error Database database containing all
  the Known Error records

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Incident Problem Management
Service Operation

• Incident Management restoring service
• Problem Management root cause

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Incident Problem Scenario
Service Operation
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Incident Problem Scenario
Service Operation
L2 Support

• Investigates the printer Problem finds that a
  patch is required from the vendor
• Documents root cause workaround in Known Error
  Database

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Incident Problem Scenario
Service Operation
Customer
Cant print to same printer calls the Service
Desk
118
Incident Problem Scenario
Service Operation
PATCH RECEIVED FROM VENDOR

• Patch is applied to the printer tested
• Affected customers are notified that they can now
  use the printer
• Problem record is closed

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Event
Service Operation

• Alert or notification created by any IT service
• Something not functioning properly
• Routine intervention
• Normal activity
• May lead to an Incident, Problem or changeor
  simply be logged
• Response may be automated or require manual
  intervention

120
Event Management
Service Operation

• Provides the ability to
• Detect events
• Make sense of them
• Determine if the appropriate control action has
  been provided

121
Access Management
Service Operation

• Make sure that the policies actions defined in
  Security Availability Management are executed
  appropriately
• Grant access to services
• Log track access
• Remove/modify rights

122
Function
Service Operation

• Specialized organizational units
• Carry out one or more processes or activities
• Include people tools
• Departments, groups, teams

123
Functions within Service Operation
Service Operation

• Service Desk
• Single point of contact for IT users
• Deal with a variety of service events
• IT Operations Management
• Daily operational activities needed to manage the
  IT Infrastructure (data centers, recovery sites,
  etc.)
• Technical Application Management
• Plan, implement maintain a stable technical
  infrastructure
• Support maintain operational applications
• Play an important role in the design, testing,
  improvement of applications that form part of IT
  Services

124
Functions within Service Operation
Service Operation
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126
Review
Where could a Service Desk analyst look to see
which servers are undergoing maintenance?

• Service Level Agreement
• Configuration Management Database
• Service Design Package
• Known Error Database

127
Review
What is usually NOT an activity of the Service
Desk?

• Handling service requests
• Handling customer complaints
• Tracing the underlying cause of Incidents
• Providing information on products services

128
Review
How does Problem Management support Service Desk
activities?

• It resolves serious Incidents
• It makes information on a Known Error available
  to the Service Desk
• It studies all Incidents resolved bythe Service
  Desk
• It communicates the resolution directlyto the
  user

129
Review
Which of the following is NOT an objective of
Service Operation?

• Thorough testing to ensure services meet business
  needs
• Deliver manage IT services
• Manage technology used to deliver services
• Monitor performance of technology processes

130
Review
Incident Management provides value to the
business by

• helping to control infrastructure costs of adding
  new technology.
• enabling users to resolve Problems.
• reducing the impact of service outages.
• helping to align people process for the
  delivery of service.

131
Review
What is the difference between a Problem a
Known Error?

• A Known Error is always the result of an
  Incident, a Problem is not
• There is no real difference between them
• In the case of a Known Error, there is a fault in
  the infrastructure, with a Problem there is not
• In the case of a Known Error, the underlying
  cause of the Problem is known

132
Review
Which of the following statements are correct
with regards to the Service Desk?

• It is a function that provides a means of
  communication between IT its users.
• It is always the owner of the Incident Mgmt
  process.

• i only
• ii only
• Both of the above
• Neither of the above

133
Review
The objective of the Change Management process is
most accurately described as

• Ensuring that all Changes to IT infrastructure
  are managed efficiently effectively.
• Ensuring that all Changes have appropriate
  back-out plans in the event of failure.
• Ensuring that all Changes are recorded, managed,
  tested implemented in a controlled manner.
• Protecting services by not allowing Changes to be
  made.

134
Review
Which tool does eHealth use to record manage
Incident information?

• Clarity
• Service Desk Express
• EDIS
• RIS/PACS

135
CONTINUAL SERVICE IMPROVEMENT
136
Continual Service Improvement Stage
137
Overview
Continual Service Improvement

• Create maintain value for customers through
  continual evaluation improvement
• Better design, introduction operation of
  services
• Continually align re-align IT services to the
  changing business needs
• To be successful, CSI needs to become routine
• Not just when something has failed

138
Continual Service Improvement
Service Strategy
Service Design
Service Transition
Service Operation
Continual Service Improvement
139
CSI Model
Continual Service Improvement
140
Dr. W. Edwards Deming
Continual Service Improvement

• Father of modern quality control
• American statistician professor
• Significant contribution to Japans high-quality
  products economic power
• Proposed the Deming Cycle for quality improvement

1900 - 1993
141
Deming Cycle
Continual Service Improvement
Maturity Level
Effective Quality
Improvement
Consolidation of the Level Reached
i.e. ISO 20000 or Quality Standards
Time
142
Service Improvement Plan (SIP)
Continual Service Improvement

• A formal plan to implement improvements to a
  process or IT Service

143
Key Processes
Continual Service Improvement

• 7-Step Improvement Process
• Service Measurement
• Service Reporting

144
7-Step Improvement Process
Continual Service Improvement

• Identify
• Vision
• Goals

145
Service Measurement
Continual Service Improvement

• There are 4 basic reasons to measure
• VALIDATE previous decisions
• DIRECT activities to meet targets
• JUSTIFY that a course of action is required
• INTERVENE take corrective action

146
Service Reporting
Continual Service Improvement

• Present relevant data to the business
• Past periods performance
• Events that continue to be a threat going forward
• How IT intends to deal with such threats

147
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148
REVIEW
149
Review

• Handout
• 15 minutes

150
Fill in the Blanks
Problem
Service Design Package
event
Capabilities
utility
Service Level Agreement
workaround
function
Definitive Media Library
Incident
151
Short Answer

• What are the 4 Ps of Service Design?
• People, products, processes, partners
• List 3 reasons why eHealth should adopt ITIL.
• Increased customer satisfaction
• Improved service availability
• Financial savings
• Improved time to market for new services
• Improved decision making
• Common consistent language

152
Short Answer

• Draw a diagram that illustrates the relationship
  between the Service Portfolio the Service
  Catalogue.

Service Catalogue (Live or available for
deployment)
Service Portfolio (complete set of services)
Published to customers
153
Short Answer

• Explain the main difference between Incident
  Management Problem Management.
• Incident Mgmt is concerned with restoration of
  service while Problem Mgmt is concerned with root
  cause.
• Provide an example that illustrates the
  difference between utility warranty.

154
Matching
C
D
A
C
B
B
E
D
B
A
155
Matching
B
C
A
C
B
E
D
C
C
D