ITIL Awareness

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ITIL Awareness

• UC JDCMG Discussion

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Capability Maturity Model - SEI
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Where are we today related to Service Management?
Discussion of Gartners Capability Maturity Model
Integrated with Campus IT Goals
5. Value
Capacity Management Service Level
Management
4. Service
Performance Measurement, Availability Management,
Automation, Problem Management, Change Management
3. Proactive
2. Reactive
Trouble Tickets, Frequent Escalations

1. Firefighting

Multiple Help Desks, Users finding the problems
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ITIL?
Information Technology
Infrastructure Library A set of
documents that describe industry best practices
for IT Service Management

• ITIL is recognized as the de facto standard for
  IT Service Management
• Formally adopted by U.K., E.U. and Canada.
  Rapidly being adopted in the U.S.
• ITIL is a best practices framework
• ITIL has a strong relationship with the ISO9000
  quality framework

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ITIL - Parties Involved

• Office Of Government Commerce (OGC)
  (www.itil.co.uk)
• Formerly Central Computer and Telecommunications
  Agency
• Own ITIL
• ISEB, EXIN And Loyalist College
• Examining bodies that administer the ITIL
  certification process
• Information Technology Service Management Forum,
  itSMF
• International Trade Association Networking forum
  for ITIL
• Membership based Owned and operated by the
  membership
• www.itsmf.net (U.S.)
• Contributors include IBM, Cisco, Microsoft (MOF),
  etc.

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ITIL - Service Management Framework
Service Level Management
Financial Management for IT Services
Availability Management
Service Delivery
Service Desk
IT Service Continuity Management
Capacity Management
Incident Management
Problem Management
Release Management
Service Support
Change Management
Configuration Management
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ITIL and IT Organizations
Apps Mgt
DB Mgt
SYS Mgt
Network Mgt

• ITIL Processes cross all IT Departments
• ITIL Processes are focused on business results
• ITIL Processes are clearly defined with no
  overlap and no gaps
• IT Services are optimized and delivered based
  on client needs

Incident Management
Problem Management
Change Management
ITIL Processes
Configuration Management
Release Management
Availability Management
Service Level Management
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ITIL Observed Industry Benefits

• ITIL offers a systematic, professional approach
  to the management of IT service provision.
• Adopting its guidance can provide benefits such
  as
• Increasing customer satisfaction with IT services
• Reducing the risk of not meeting business
  requirements for IT services
• Reducing costs when developing procedures and
  practices within an organization
• Better communication and information flows
  between IT staff and customers
• Standards and guidance for IT staff
• Greater productivity and better use of skills and
  experience
• A quality approach to IT services
• There are also benefits to the customer of IT
  services, such as
• Reassurance that IT services are provided in
  accordance with documented procedures that can be
  audited
• The ability to depend upon IT services, enabling
  the customer to meet business objectives
• The identification of contact points for
  enquiries or discussions about changing
  requirements
• The knowledge that information is produced to
  justify charges for IT services and to provide
  feedback from monitoring of service level
  agreements

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ITIL Service Support

• describes the related components that provide
  stability and flexibility for IT services. It
  deals with identifying and recording IT
  configuration items, incidents, problems and
  changes. It covers the following function and
  processes
• Service Desk (Function)
• Service Desk is not a process but a function. The
  Service Desks objective is to provide a single
  point contact between users and the IT service
  organization. The ITIL Framework provides
  guidance about creating and operating a Service
  Desk to provide an efficient channel of
  communication between the user community and the
  IT provider.
• Incident Management
• The Incident Management process aims to restore
  normal service operation as quickly as possible
  and minimize the adverse impact on business
  operations. This ensures that the best possible
  levels of service quality and availability are
  maintained.
• Problem Management
• The process of Problem Management diagnoses the
  underlying cause of the incidents identified by
  the Service Desk. It arranges for correcting
  errors in the IT infrastructure and performs
  proactive problem prevention.
• Change Management
• The Change Management process ensures that
  standardized methods and procedures are used for
  efficient and prompt handling of all changes to
  minimize the impact of change related incidents
  on service quality. Consequently, change
  management aims to improve the day-today
  operation of the organization.
• Release Management
• Good resource planning and management are
  essential to package and distribute a release
  successfully to the customer. Release Management
  takes a holistic view of an IT service change to
  ensure that all aspects of a release, technical
  and non-technical are considered together.
• Configuration Management
• Configuration Management provides a logical model
  of the infrastructure or a service by
  identifying, controlling, maintaining and
  verifying the Configuration Items in existence.

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ITIL Service Support Model
The Business, Customers Users
Management Tools
Service Requests
Difficulties Queries, Enquiries
Communication Updates Workarounds
Incidents
Incidents
Service Desk
Incident
Changes
Service Reports Incident statistics Audit Reports
Problem
Releases
Problem Statistics Trend Analysis Problem
Reports Problem Reviews Diagnostic Aids Audit
Reports
Change
Change Schedule CAB Minutes Change
Statistics Change Reviews Audit Reports
Release
Release Schedule Release Statistics Release
Reviews Secure Library Testing standards Audit
Reports
Configuration
CMDB Reports CMDB Statistics Policy/Standards Audi
t Reports
Changes
Problems Known Errors
Incidents
Releases
CMDB
CIs Relationships
CIs Relationships
RFCs/Change Documentation
Release Documentation
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ITIL Service Delivery

• describes the processes necessary to deliver
  quality, cost effective IT services. It includes
  the following processes
• Availability Management
• Availability Managements goal is to optimize IT
  infrastructure capability, its services and the
  supporting organization. This results in a cost
  effective, sustained level of service
  availability that enables the business to meet
  its objectives.
• Capacity Management
• Capacity Management enables an organization to
  manage resources in times of crisis and predict
  the need for additional capacity in advance. It
  describes the procedures necessary for planning,
  implementing and running this process.
• IT Service Continuity Management
• IT Service Continuity Management describes
  managing an organizations ability to continue
  providing a pre-determined level of IT service
  following an interruption to the business. This
  may range from an application or system failure,
  to a complete loss of the business premises.
• Service Level Management
• Service Level Managements goal is to maintain
  and improve IT service quality through a constant
  cycle of agreeing, monitoring and reporting IT
  service achievements. Service Level Management
  instigates actions to eradicate poor service and
  allow a stronger relationship to develop between
  IT and its customers.
• Financial Management For IT Services
• Financial Management is the sound stewardship of
  the organizations monetary resources and
  supports the enterprise in planning and executing
  its business objectives. Within an IT
  organization this process is visible in three
  main areas Budgeting, IT accounting and
  charging.

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ITIL Service Delivery Model
The Business, Customers And users
Availability
Queries Enquiries
Communication Updates Reports
Availability Plan AMDB Design Criteria Targets/Th
resholds Reports Audit Reports
Service Level Management
SLAs, OLAs, SLRs Service requests Service
catalogue SIP Exception reports Audit reports
Requirements Targets Achievements
Capacity
Capacity Plan CDB Targets/Thresholds Capacity
Reports Schedule Audit Reports
IT Service Continuity
IT Financial management
IT Continuity Plans BIA Risk Analysis Define
Requirements Control Centers DR
Contacts Reports Audit Reports
Financial Plans Types Models Costs
Charges Reports Budgets Forecasts Audit Reports
Management Tools
Alerts Exceptions Changes
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Bonus Slides
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IT Governance and Context of ITIL
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