ITIL and the Service Desk

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• ITIL and the Service Desk
• Using ITIL to Build an Effective Service Desk
• Brady Orand
• Column Technologies

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What is ITIL?

• ITIL The IT Infrastructure Library
• Set of books outlining best practices
• Operational processes (Service Support)
• Tactical processes (Service Delivery)
• Applications Management
• The Business Perspective
• ICT Infrastructure Management
• Security Management
• The Business Perspective
• Owned by the Office of Government Commerce in the
  UK (OGC)
• Publicly licensed (no fees to use or adopt)
• Developed in late 1980s
• de facto standard in Service Management by 1990s

The Business
The Technology
Planning to Implement Service Management
The Business Perspective
ICT Infrastructure Management
Service Management
Service Support
Service Delivery
Security Management
Application Management
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The Structure of ITIL
The seven books in the IT Infrastructure Library
describe the processes that lie between the
technology and the business that the technology
enables.
The Technology
The Business
Planning to Implement Service Management
The Business Perspective
ICT Infrastructure Management
Service Management
Service Support
Service Delivery
Security Management
Application Management
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ITIL Processes Function
ITIL process are divided between Service Support
and Service Delivery with the Service Desk being
the primary point of contact between IT and the
Users of IT services.
Service Delivery

• Service Support
• Operational processes
• Day to day management of the environment
• Service Delivery
• Tactical processes
• Planning processes

Service Support
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Core ITIL Processes
ITIL Defines two core books that describe the
best practices for Service Support (Operational)
and Service Delivery (Tactical) processes.
Security Management, having had its roots in
Availability Management is now described in a
separate book.
Operational Processes
Tactical Processes

• Service Support
• Service Desk
• Function that is integral to Service Support
• Incident Management
• Problem Management
• Configuration Management
• Change Management
• Release Management

• Service Delivery
• Service Level Management
• Financial Management
• Capacity Management
• Availability Management
• IT Service Continuity Management

Security Processes

• Security Management

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Service Support Processes
To ensure that standardized methods and
procedures are used for efficient and prompt
handling of all Changes, in order to minimize the
impact of any related Incidents upon service.
To act as a central point of contact between the
User and IT Service Management.
To restore normal service operation as quickly as
possible and minimize the adverse impact on
business operations thus ensuring that the best
possible levels of service quality and
availability are maintained
To take a holistic view of a Change to an IT
service and ensure that all aspects of a Release,
both technical and non-technical, are considered
together
To provide a logical model of the IT
infrastructure by identifying, controlling,
maintaining and verifying the versions of all
Configuration Items in existence
To minimize the adverse impact of Incidents and
Problems caused by errors in the infrastructure
and to proactively prevent the occurrence of
Incidents, Problems and errors
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Service Delivery Processes
To ensure that cost-justifiable IT Capacity
always exists and that it is matched to the
current and future identified needs of the
business
To maintain and gradually improve business
aligned IT service quality through a constant
cycle of agreeing, monitoring, reporting and
reviewing IT service achievements and through
instigating actions to eradicate unacceptable
levels of required services in a cost effective
and justifiable manner
To optimize the capability of the IT
Infrastructure, services and supporting
organization to deliver a cost effective and
sustained level of availability that enables the
business to satisfy its business objectives
To support the overall Business Continuity
Management process by ensuring that the required
IT technical and services facilities can be
recovered within required and agreed business
time scales
To provide cost-effective stewardship of the IT
assets and financial resources used in providing
IT Services
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ITIL Processes and the Service Desk

• Root cause determination
• Resolved Incidents/Problems
• Publication of Known Errors
• Publication of work arounds
• Knowledge base development

• Incident Management ownership
• Coordination of Incidents
• Coordination of Resources to resolve Incidents

• Change-related Incidents identified
• Completion of Service Requests

• Release Acceptance

• Notification of Changes
• Forward Schedule of Changes

• Updated CMDB

• Release Notification
• Training
• Documentation

• Service Modeling
• Impact Assessment
• CI Identification

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ITIL Processes and the Service Desk

• Service Levels
• Required response times
• Business priority
• Business impact

• Financial constraints
• Funding
• Budgeting

• Agreements to support SLAs
• OLAs
• UCs

• Opportunities for improved service at lower cost

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How to Get Started
The best approach to IT Service Management is to
have all stakeholders on board and have
cooperation from the entire organization.
However, this is not always an option

• Strategic Approach
• Education
• ITIL Foundations
• ITIL Practitioner
• ITIL Service Manager
• Establish Vision
• Service Development
• Roadmap and Vision
• Project plan to implementation
• Awareness plan
• Culture Transformation

• Tactical Approach
• Integrate Service Desk and Incident Management
• Develop Problem Management process
• Develop Configuration Management process
• Approach other individual processes
• Change Management
• Service Level Management
• Release Management
• Education!

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Improving a Process
Process improvement is a process itself involving
constant assessment and measurement.
Service Definition Education Awareness Communicati
on
People Process Technology Documentation
Design Communication Documentation
Process Implementation Measurement Reporting
Figure - Process Improvement Model
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ITIL Learning Path
The ITIL certification path starts with the
Foundations exam and can lead to in-depth
certifications in specific areas or overall
mastery through the Managers certification.
ITIL Awareness
Practitioner Certifications
Service Desk/ Incident Management
Service Level Management
ITIL Foundation
ITIL Foundation Certification Test
Problem Management
Capacity Management
Service Manager Certification
Change Management
Financial Management
Service Delivery
Availability Management
Configuration Management
Service Support
Security Management
Recommended for Service Desk Managers Leads
ITIL Manager Certification Test
ITIL Practitioner Certification Test
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How the Service Desk can Benefit from ITIL
ITIL helps alleviate many of the main challenges
in IT today specifically understanding and
communicating the value that IT adds to the
business.

• Improved first-call resolution rates
• Knowledge provided by Problem Management
• Improved impact assessment
• CMDB provided by Configuration Management
• Improved response in accordance to business
  priority
• Business priorities determined by Service Level
  Management
• Improved ability to manage Changes
• Service Request definitions provided by Change
  Management
• Improved communication to Users
• Assurance that no request is lost, forgotten, or
  ignored
• Improved perception of IT higher quality of IT
  Services
• All processes work together to ensure high
  quality of service