ITIL Stage 3

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Lecture Four

• ITIL Stage 3 Service TRANSITION
• ITIL Stage 4 Service OPERATION
• ITIL Stage 5 CONTINUAL Service IMPROVEMENT

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ITIL Stage 3 Service TRANSITION
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TRANSITION

• Build
• Test
• User acceptance
• Deployment
• Bed-in

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Good service transition

• Set customer expectations
• Enable release integration
• Reduce performance variation
• Document and reduce known errors
• Minimise risk
• Ensure proper use of services

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S. Transition at a glance
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Knowledge management

• Vital to enabling the right information to be
  provided at the right place and the right time to
  the right person to enable informed decision
• Stops data being locked away with individuals
• Obvious organisational advantage

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Data ? Information ? Knowledge ? Wisdom
Information - who, what , where?
Knowledge - How?
Wisdom - Why?
Data
Wisdom cannot be assisted by technology it only
comes with experience!
Service Knowledge Information Management System
is crucial to retaining this extremely valuable
information
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Service Asset and Configuration

• Managing these properly is key
• Provides Logical Model of Infrastructure and
  Accurate Configuration information
• Controls assets
• Minimises costs
• Enables proper change and release management
• Speeds incident and problem resolution

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Configuration Management System
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Painting the ForthBridge ...

• A Baseline is a last known good configuration
• Current configuration will always be the most
  recent baseline plus any implemented approved
  changes
• The CMS will always be a work in progress and
  probably always out of date. But still worth
  having

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... just some parts of a theoretical CMDB
HARDWARE Specification Location Owner Financials S
oftware
USERS Applications Contracts Incidents
INCIDENTS Applications Hardware Resolutions
CHANGES Applications Users Equipment
SOFTWARE Licenses Versions
APPLICATIONS Users Hardware
SLA Applications Users Contracts
O/S Equipment
RELEASES Applications
KNOWN ERRORS Incidents
INFRASTRUCTURE SOFTWARE e.g. Oracle
PROBLEMS Incidents Resolutions
B C P DOCS
AVAILABILITY STATISTICS
SERVICES Applications
NETWORK Linkages Dependencies
DEFINITIVE HARDWARE STORE
DEFINITIVE SOFTWARE LIBRARY
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Change Management

• Respond to customers changing business
  requirements
• Respond to business and IT requests for change
  that will align the services with the business
  needs with the IT state of the art
• Roles
• Change Manager
• Change Authority
• Change Advisory Board (CAB) ? approving requested
  changes and assisting in prioritization
• Emergency CAB (ECAB) ? the same, for emergency
  changes

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Change Types

• Normal
• Non-urgent, requires approval
• Standard
• Non-urgent, follows established path, no approval
  needed
• Emergency
• Requires approval but too urgent for normal
  procedure

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Change Advisory Board

• Change Manager (VITAL)
• One or more of
• Customer/User
• User Manager
• Developer/Maintainer
• Expert/Consultant
• Contractor
• CAB considers the 7 Rs
• Who RAISED?, REASON, RETURN, RISKS, RESOURCES,
  RESPONSIBLE, RELATIONSHIPS to other changes

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Release Management

• Release is a collection of tested and authorised
  changes ready for deployment
• A rollout introduces a release into the live
  environment
• Full Release
• e.g. Office 2007
• Delta (partial) release
• e.g. Windows Update
• Package
• e.g. Windows Service Pack

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Release test deploy

• Release Manager will produce a release policy
• Release MUST be tested and NOT by the developer
  or the change instigator
• Deploy can be manual or automatic
• Automatic can be push or pull

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ITIL Stage 4 Service OPERATION
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OPERATION

• Maintenance
• Management
• Realises Strategic Objectives and is where the
  Value is seen

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Service Operation Balances
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Processes in Service Operation

1. Request Fulfilment
2. Access Management
3. Event Management
4. Incident Management
5. Problem Management

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P1 Request Fulfilment

• Information, advice or a standard change
• Should not be classed as Incidents or Changes

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P2 Access Management

• Right things for right users at right time
• Concepts
• Access
• Identity (Authentication, AuthN)
• Rights (Authorisation, AuthZ)
• Service Group
• Directory

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P3 Event Management

• 3 Types of events
• Information
• Warning
• Exception
• Need to make sense of events and have appropriate
  control actions planned and documented

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P4 Incident Management

• Incidents are a subset of Events
• IM deals with unplanned interruptions to IT
  Services or reductions in their quality
• Failure of a configuration item that has not
  impacted a service is also an incident (e.g. Disk
  in RAID failure)
• Reported by
• Users
• Technical Staff
• Monitoring Tools

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Incident Management (1/3)

• An incident defined as an unplanned, unexpected
  or unexplained disruption in service (any event
  which is not part of the standard operation of a
  service and which causes or may cause an
  interruption to or a reduction in the quality of
  the service that is provided).
• Objective is to restore normal service operation
  as quickly as possible and minimize the adverse
  impact on business operations.
• The process responsible for managing the
  life-cycle of all incidents.

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Incident Management (2/3)
Incident Management input and output of the
process, and its activities
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Incident Management (3/3)
ESCALATION the mechanism that assists timely
resolution of an Incident
Levels of support are specific to technical
expertise
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P5 Problem Management

• Dont confuse a Problem (the cause) with an
  Incident (the effect)
• Aims to prevent problems and resulting incidents
• Minimises impact of unavoidable incidents
• Eliminates recurring incidents
• Proactive Problem Management
• Identifies areas of potential weakness
• Identifies workarounds
• Reactive Problem Management
• Identifies underlying causes of incidents
• Identifies changes to prevent recurrence

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Problem Management (1/2)

• A Problem is defined as the unknown underlying
  cause
• Problem Management aims to Stabilize IT services
  through
• Minimizing the consequences of incidents
• Removal of the root causes of incidents
• Prevention of incidents and problems
• Prevent recurrence of incidents related to errors
• Both reactive process and proactive process.

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Problem Management (2/2)
Problem Management takes time to identify the
cause and eliminate it.
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Functions in Service Operation

• Service Desk
• Technical Management
• IT Operations Management
• Applications Management

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Service Desk (1/3)

• Local, Central or Virtual
• Single point of contact (POC)
• Call Centre Help Desk particular instances
  of S.D.
• Skills for operators
• Customer Focus
• Articulate
• Interpersonal Skills (patient!)
• Understand Business
• Methodical/Analytical
• Technical knowledge
• Multi-lingual
• Service desk often seen as the bottom of the
  pile, but most visible to customers so
  important to get right!

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Service Desk (2/3)

• Integrated function, not a process, to all of the
  operational process.
• Serves an intended purpose
• Single point of contact between service
  providers, customers and users.
• Manages incidents and escalates according to
  agreed service levels.
• Manage requests, incidents, service requests and
  communications with customer and users.

Service Desk
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Service Desk (3/3)
single POC
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ITIL Stage 5 CONTINUAL Service
IMPROVEMENT
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CONTINUAL IMPROVEMENT

• Focus on Process Owners and Service Owners
• Ensures that service management processes
  continue to support the business
• Monitor and enhance Service Level Achievements
• PDCA (Deming cycle Plan, Do, Check, Act)
• W. Edwards Deming

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Service Measurement

• Technology (components, MTBF etc)
• Process (KPIs - Critical Success Factors)
• Service (End-to end, e.g. Customer Satisfaction)
• Why?
• Validation Soundness of decisions
• Direction of future activities
• Justify provide factual evidence
• Intervene when changes or corrections are needed

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7 Steps to Improvement