ITIL

1
ITIL

• A Refresher Course for
• (Company Name)

2
ITIL Topic 9

3
ITIL Goals

• Change Management decides
• Release Management implements
• Configuration Management supports

4
ITIL Planning

• Build Management
• make
• Regression Testing
• DSL
• Back-out plan
• Purchases ?
• Meetings
• Training ?
• Schedule

5
ITIL Implementation

• Plan the rollout
• Design procedures
• Verify preparations (with Configuration
  Management)
• Communicate to users
• Coordinate through Change Management
• Verify integrity with Definitive Software Library
• Deploy
• Insure the CMDB is updated

6
ITIL Types

• Types of Implementations
• Central
• Distributed
• Client-Server
• Thin Client

7
ITIL Types

• Types of Releases
• Major (e.g. XP)
• Minor (e.g. SP2)
• Emergency (e.g. patch)
• More Types of Releases
• Full (e.g. new CD with all service packs
  included)
• Delta (e.g. just the service pack)
• Package (e.g. Ghost image with everything
  integrated)

8
ITIL Types

• Types of Schedules
• Big Bang
• Phased

9
ITIL Tools

• Tools for Implementation
• Pre-check automation
• Deployment automation
• Remote desktop/server management tools
• Post-install verification automation
• Audit to insure all systems were included
• Uninstall automation
• Software Configuration Management tools
• Source code version control
• Source code library

10
ITIL Benefits

• Fewer failures
• Consistency
• For example, all systems have Flash already
  installed
• This makes it easier to succeed on the next
  change
• Easier to support
• Less inconsistency
• All systems up to current release
• Known fixes consistently deployed

11
ITIL Coverage

• Hardware as well as Software
• Definitive Hardware Store
• Inventory
• Spares

12
ITIL Benefits

13
ITIL Topic 9

• Acronyms and Terminology
• DHS Definitive Hardware Store
• Release Acceptance verification by users
• Release Policy definition of who does what

14
ITIL Topic 9

• Questions so far ?

15
ITIL Topic 10

16
ITIL Quick Review

• Do you remember the 3 sub-processes within
  Problem Management ?

17
ITIL Sub-Processes

• Problem Control
• Error Control
• Proactive

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ITIL Sub-Processes

• Business Capacity
• Service Capacity
• Resource Capacity

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ITIL Sub-Processes

• Business Capacity
• Ensure that future business needs are achievable
• Service Capacity
• Monitor and manage Live services
• Manage demand
• Resource Capacity
• Monitor and manage the IT components
• Work with Availability Management to plan
  Resiliency

20
ITIL Effectiveness

• Do you remember the C J phrase from
  Availability Management ?

21
ITIL Effectiveness

22
ITIL Cost Justifiable

• Capacity Managementlike Availability
  Managementneeds to be Cost Justifiable

23
ITIL Cost Justifiable

24
ITIL Tools

• Monitoring tools
• Forecasting models
• Capacity Management Database

25
ITIL CDB

• Capacity management DataBase
• CMDB already taken
• So this is the CDB
• Store performance statistics here
• ITIL recommends purging regularly
• Only keep observed values for a short time
• Keep monthly averages for a much longer time
• ITIL notes that the disparity in sources makes
  this difficult
• ITIL recommends monitoring servers not desktops
• Link to CMDB for Configurations

26
ITIL CDB

• Capacity management DataBase
• Business Capacity
• Inventory counts
• Historical usage
• Business forecasts
• Service Capacity
• Metrics to match against the SLAs
• Resource Capacity
• Metrics for tuning and forecasting
• Also Technical Data (i.e. Thresholds)
• Also Financial Data (i.e. Cost of components and
  upgrades)

27
ITIL Duties

• Proactive planning
• Modeling (trends, forecasts)
• Reactive support
• Monitoring for metrics
• Managing either Proactive or Reactive
• Tuning
• Load balancing within a time period
• Load balancing across time slots
• Reporting
• Turn the metrics into trend lines
• Management summaries
• Capacity Plan

28
ITIL Capacity Plan

• Capacity Plan
• Plan future expenditures
• ITIL recommends
• Annual plan
• Quarterly updates
• But they agree that the pace of change is
  accelerating
• IT is unlike any other business
• Parkinsons Law work expands to fill the time
• Same applies to disk drives, network bandwidth,
  etc.
• Moores Law performance doubles every 18 months

29
ITIL Future Oriented

30
ITIL Topic 10

• Questions so far ?

31
ITIL Topic 11

• Continuity Management

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ITIL Goal

• Continuity for critical business functions

33
ITIL

34
ITIL Stage 1 Initiation

• Initiate BCM

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ITIL Stage 2 Analysis

• Business Impact Analysis
• Impact
• Risk Assessment
• Probability
• Probability Impact Matrix ( 2x2 or 3x3 )
• Business Continuity Strategy
• Mitigation
• Contingency

36
ITIL Stage 3 Implement

• Planning
• Implement
• Stand-by arrangements
• Recovery plans
• Risk reduction measures
• Develop Procedures
• Initial Testing

37
ITIL Stage 4 Management

• Education
• Review and Audit
• Testing
• Change Management
• Training
• Assurance

38
ITIL Topic 11

• Acronyms and Terminology
• PIM Probability Impact Matrix (Used by ITIL,
  but not named)

39
ITIL Topic 11

• Questions so far ?

40
ITIL Topic 9

• Review
• Which process authorizes changes ?
• Which process implements changes ?
• Which process provides the CMDB ?
• Describe the difference between a major and minor
  release

41
ITIL Topic 10

• Review
• What are the 3 sub-processes in Capacity
  Management ?
• Name some items stored in the CDB
• What is the purpose for a Capacity Plan ?

42
ITIL Topic 11

• Review
• Give examples of High Risk concerns
• Give examples of High Impact concerns
• Give examples of High-High concerns
• Why is testing important ?

43
ITIL

• QUIZ
• Next Week
• Financial Management )
• Chapter 2 gt skim before next class
• Chapter 3 )