???? ? ITIL

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???? ? ITIL

• .

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• ????
• ?????? ??????Service Support
• ?????? ?????? Service Delivery

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What is IT Service Management (ITSM)?

• ITSM is an approach that IT organizations can
  utilize to design, build, integrate, manage, and
  evolve quality IT services that -
• Are customer-focused and process-driven
• Meet cost targets
• Enable achievement of performance targets as
  defined in service level agreements (SLAs)

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Control Processes ????? ????????

• Do your system administrators spend too much time
  fire-fighting?
• Do you have a well documented change management
  process that provides visibility and control
  points for changes?
• Are the largest percentage of problems caused by
  changes made internally as opposed to externally?
  
• Can you quickly discover unauthorized or
  undocumented changes?
• Can you lock down production servers so no change
  is allowed?
• Can you map systems changes to a change request
  or an authorized work order?
• Do you schedule all system changes to fixed
  maintenance windows to mitigate the risk of
  changes?
• Do you have an end-of-shift audit process, to
  ensure that the Ops manager is handing over the
  data center in the same that as he/she received
  it?

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Release Processes ????? ????????

• Can you enforce a standard configuration build
  across all of your devices?
• Do you know precisely how many different
  configurations you have in your environment?
• Can you reliably rebuild servers that are in
  production (i.e., "we can do bare-metal builds")?
  
• Do you perform change audits for all of your
  production systems?
• Are production and development systems clearly
  separated?
• How do ensure that the staging environment
  matches the pre-production environment before
  deploying into production?
• Can you capture the known good state or "golden
  build" as part of the release management process?
  
• Do have confidence that the deployed systems
  match the golden build?
• Do you have a library of automated build systems
  for all critical devices (i.e., repeatable,
  automated processes that can provision all
  critical systems)?

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Resolution Processes ????? ????????

• Is change regardless of source the root cause of
  most of your remediation efforts?
• Is the longest part of your repair cycle spent
  diagnosing what's wrong?
• Can you quickly detect what changed on systems
  during problem resolution?
• Can you perform precision rollbacks when
  undesired change is detected?
• During remediation, can you see all authorized
  work orders pertaining to a target system?
• During remediation, can you see all previous work
  tickets in order to learn what has caused
  failures on your system in the past?
• Do you track the change success rate?
• Do you have a process that maps all changes to a
  valid business purpose or authorized work order?
• Have you identified a set of change owner for all
  critical systems?
• Do you have a list of repeat offenders who
  circumvent change management policies

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What is ITIL?

• ITIL - the IT Infrastructure Library
• A systematic, professional approach to the
  management of IT service provision
• Best practice, non-proprietary methodology
• The accepted de facto world standard in IT
  Service Management
• Applicable to organisations in the public and
  private sector, large and small
• ITIL currently has over 42,000 certified
  consultants, primarily in Europe and Canada

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The Ethos and History of ITIL

• The British Government commissioned the CCTA
  (Central Computer and Telecommunications Agency)
  with the charter to save 1B over a 3 year
  period. This was performed (in part) by the
  development of best-practise processes (Prince-2
  and ITIL).
• On successful completion of the initial goal,
  the British Government has now raised the bar on
  the OGC to save 3B over a 3 year period with
  the process implementation across the Government
  sector.
• Used by over 10,000 major corporations and
  governments
• OGC Office of Government Commerce

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Benefits of ITIL

• Cost effective improvement of IT services for all
  stakeholders
• A solid foundation for change
• based on proven principles
• Increased organisational performance
• IT services designed with users and customers
  needs and goals in mind
• A quality approach to IT service provision
• staff is more professional and more effective

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Management Awareness
Assessments
BS 15000 Standard
Achieve this
Managers Overview
PD0005
Process Definition
Capability Maturity
ITIL
Solutions
In-house procedures
By 2006, 75 of enterprises and 90 of IT service
providers will be at the ISO-equivalent of the
BS15000 corporate certification (0.6
probability)
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Mission Statements

• To provide a comprehensive, consistent and
  coherent set of best practices for IT Service
  Management processes, promoting a quality
  approach to achieving business effectiveness and
  efficiency in the use of information systems.

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ITIL ????????
Planning to Implement Service Management
The current OGC framework
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Service Support
The key business interfaces with the service
support processes are depicted below. The Service
Desk is a central point of contact for users to
report difficulties, make complaints or general
enquiries. The Service Desk can provide an
extended range of services allowing customers to
submit change requests, and establish maintenance
contracts, software licences, Service Level
Agreements (SLAs) and asset registers.
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Service Delivery
The key business interfaces with the service
delivery processes are depicted below. The
business is likely to have developed a close
relationship with Service Level Management during
the process of planning, coordinating, drafting,
agreeing Service Level Agreements (SLAs). The
SLAs provide the basis for managing the
relationship between the provider and the
customer.
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The Business Perspective

• Traditional organisations, whether they be in the
  public or private sectors are confronted with a
  new spectra the networked community or
  economy, in which e-initiatives are driving a
  significant number of IT investments, and
  necessitating a jump in quality demands.
  Businesses are becoming increasingly aware of the
  importance of IT in not only supporting but also
  enabling their operations.
• To meet their demands, Business Managers and
  specifically the 'informed' customer should
  satisfy themselves that IT service providers are
• focused on the quality of IT in terms of
  reliability, availability, capacity and security
• recognising the importance IT performance, as
  outages and poor performance become more visible
  (e.g. over the Internet)
• able not only to supply but manage business
  enabling technology and services.
• able to demonstrate continuous service
  improvements and value for money.

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Planning to Implement
People, Process and Technology The objective of
IT Service Management is to ensure that the IT
Services are aligned to the business needs. IT
Service Managers should recognise that it is
imperative that the IT Services they deliver
underpin the business processes. They should also
be aware of their increasingly important role to
act as an agent for change to facilitate business
transformation.
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Security Management
Security Management is the process that ensures
the proper access to services as defined by the
service agreements and prevents unauthorized
use. Security Management is not simply concerned
with system access controls, safeguarding
infrastructure and determining the vulnerability
of services. Security Management liase with the
business on policy and procedures, and assure the
business that services have a secure foundation,
so as to protect the business from embarrassing
and possibly detrimental security breaches.
Security Management
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Service Support

• Service Desk (function/department)
• Incident Management
• Problem Management
• Configuration Management
• Change Management
• Release Management

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Service Delivery

• Service Level Management
• Availability Management
• Capacity Management
• IT Service Continuity Management
• Financial Management for IT Services

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ICT Infrastructure Management

• Network Service Management
• Operations Management
• Management of Local Processors
• Computer Installation and Acceptance
• Systems Management

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Applications Management

• Software Development Life Cycle
• Business Change
• Requirements Definition
• Testing of IT Services
• Organisational Change

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The Business Perspective

• Business Management
• IT Outsourcing
• Business Continuity Management
• Partnerships and outsourcing
• Surviving change
• Transformation of business practice through
  radical change

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Service Desk Function

• Service-Profit Chain model
• Technology Environment considerations
• Staffing Training / Soft Skills

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Incident Management

• Incident Management is the process focusing on
  solving incidents and restoring services quickly.

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Responsibilities of Incident Management

• Accepting and recording incidents whether they
  are found by a user, management system, or IT
  personnel. Each incident is recorded with a
  tracking number, basic yet detailed information
  about the incident (such as time, affected users,
  affected service, etc), and supplemental
  information from other sources.
• Incident Management also alerts other impacted
  users for high impact incidents.
• Classifying incidents with a category (type of
  incident), priority based on urgency and impact,
  related services, time to repair requirements of
  the SLA, and incident identification.
• Closing incidents by verifying the solution with
  the person who reported the incident.

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Responsibilities of Incident Management

• Matching new and previous incidents looking for a
  workaround used for a similar incident in the
  past.
• Investigating and diagnosing incidents to find a
  solution.
• Resolving and recovering incidents including
  submitting Request for Changes (RFCs) to the
  Change Management process.
• Monitoring and tracking incidents to keep users
  and other ITIL processes up to date with any
  changes.

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Incident Management

• Responsible for finding Resolutions and
  Work-arounds

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Problem Management

• Problem Management is the process focusing on
  solving root cause problems to prevent future
  incidents..

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Problem Management

• Problem control to identify problems and diagnose
  them to find the root cause. This step includes
  recording problem details including the related
  incidents.
• Error control to monitor and fix known errors
  where appropriate based on SLAs, costs to fix,
  and impact.
• Proactive Problem Management focusing on quality
  of the IT Infrastructure using trend analysis to
  find potential problems before incidents occur.
• Providing information regarding known errors and
  workarounds to other ITIL processes.

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Change Management

• Change Management is the process that controls
  the implementation of changes in the
  infrastructure.
• The goal of change management is to manage the
  change process so changes can be done quickly and
  with little impact on the services thereby
  limiting the incidents resulting from the change.
• Not every change is an improvement, but every
  improvement is a change

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The responsibilities of Change Management

• Recording all Requests for Change (RFCs). An RFC
  is submitted for every non-standard change. A
  well known and clearly defined modification, such
  as a password reset, can be handled with a
  Service Request to the Service Desk.
• Accepting RFCs to ensure all the required
  information to make decisions is included. If the
  required information is not included, the RFC is
  rejected and must be resubmitted.
• Classification of the RFCs after they are
  accepted where a priority and category (minor,
  substantial, or major impact) is assigned.

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RFCs Configuration Management
Initial Change Request
Configuration Management
Assess Impact Proposal
Software CI to be changed
Related Training CI
C M D B
Related Operating CI
Related Hardware CI
Combined Change Request
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Change Procedure
Raise RFC
CMDB
Manage, monitor, report, chase, RFCs
Assess Impact
Identify CIs
Approve
Release CIs
CMDB
Implement
Update CIs
Post Impl. Review
Audit CIs
Close RFC
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The responsibilities of Change Management

• Planning of changes to ensure they are
  implemented in the required timeframe with the
  proper approvals and understanding the true
  impact and required resources.
• Coordination of the change with the appropriate
  IT personnel to make the change. Making the
  change includes building, testing, and
  implementing the change.
• Evaluation of the change after it is implemented
  to determine if it met the required objective, if
  users are satisfied, if there were side effects
  of the change, and if costs and resources were
  within budget.
• Implementing urgent changes where there is not
  time to follow the full process. In this case,
  the evaluation and other steps must be completed
  following the change in order to ensure
  traceability of the change.

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Release Management

• Release management is the process that controls
  the rollout of new releases in the infrastructure.

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Responsibilities of Release Management

• Release policy and planning including details
  from figuring out all the dependencies,
  coordination of the release with schedules and
  communication plans, determining the testing
  plans, and other details related to the release.
• Design, building, and configuration of the
  release. This includes testing the release in a
  lab environment and creating full documentation
  on how to recreate the configuration help ensure
  a successful implementation in production. This
  activity also includes creating a back-out plan
  in case there are problems during implementation
  that require the release to be aborted and to
  restore the previous environment.

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Responsibilities of Release Management

• Testing and release acceptance includes
  functional testing by a subsection of the users
  and operational testing by IT.
• Implementation planning augments the release
  planning by including all the details for task
  schedules and required resources, all items that
  must be changed, communicating to all affected
  people, etc. Releases are either done in one full
  release or in stages.

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Responsibilities of Release Management

• Communication, preparation and training for all
  parties who communicate with customers and users
  to ensure they can communicate the right
  information. Further, changes to all SLAs, OLAs,
  and Underpinning Contracts must be communicated
  as early as possible prior to the release.
• Release distribution and installation includes
  the actual rollout. Rollout includes purchasing
  the appropriate equipment, implementing it,
  ensuring the Configuration Management DB is
  updated, and verifying a successful
  implementation.

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Release Management Objectives

• Deliver systems that are correctly configured and
  built first time e.g. 99 of target
• Repeatable, consistent process that is cost
  effective, responsive and flexible
• Everyone knows what is happening when
• Accurate updates are fed back to configuration
  management
• Can do OFTEN QUICKLY!
• Maintain quality

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Platform Cultural Challenges
Network Computer
Mainframes
B2B Systems
Mobiles
Internet
Release management
Laptops
Compact Disks
Personal computers
Client/server

• Balancing control of corporate, regulated systems
  with end user flexibility across platforms

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Release Policy
1. Roles Responsibilities
2. Levels of Authority
8. Business critical times risks
3. Identification Packaging
Release policy
7. Emergency change
4. Release unit - full/delta
6. Release frequency
5. Release numbering
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Release Management Best Practices

• Designer/developer should design for change,
  configuration release management
• Release management should offer advice info.
• Standards, identification, tools, techniques
• Release, build and back-out procedures
• Re-use of standard procedures CIs from CM
  system
• Automate installation routines if sensible
• Automated one-off jobs need equivalent back-out
  routines
• Design software distribution so that the
  integrity of software is OK during handling,
  packaging, delivery AUTOMATE!

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Release Roll-Out
CI records
CM System
Release Record
Build New Release
Test New Release
Distribute release
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Release Planning - Why?

• What is to be released and to where?
• Who is responsible for what?
• How it will be done?
• How do we know it has worked?

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Release Planning

• Release contents schedule
• Roll-out planning
• Phasing over time and by geographical location,
  business unit and customers
• Site surveys/audits
• Obtaining quotes for new hardware, software or
  installation services
• Quality plan
• Back-out plans
• Acceptance criteria

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Configuration Management

• Configuration Management is the process that
  keeps all required information about services,
  service components, relationships, and other
  items accurate and up to date.
• The information includes details about each
  specific component (Configuration Item - CI), as
  well as the relationships between each CI, and is
  stored in the Configuration Management Database
  (CMDB).

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Configuration Management - activities
Management information
Identification Naming
Verification Audit
Configuration Management
Control
Status Accounting
Need to be planned!
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Responsibilities of Configuration Management

• Planning to define the strategy, process, and
  objectives of Configuration Management.
• Identification where the data models are defined
  to record the appropriate information on each CI
  and the relationships with other CIs.
• It also includes defining the methods of adding
  new CIs and updating existing CIs to ensure the
  CMDB is always up to date and has the appropriate
  information.
• Control to ensure only authorized changes and
  additions are made to the CMDB. This requires
  appropriate approval and documentation such as an
  approved Request for Change in order to make any
  changes to the CIs.

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Responsibilities of Configuration Management

• Status Monitoring to indicate the status
  lifecycle of each CI from under development,
  test, stock, live use, to phased out.
• Verification to audit the infrastructure and
  verify the CIs existence and actual information
  to ensure the CMDB is correct.
• Reporting to provide information on the CIs and
  their relationships to the other ITIL processes.

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Configuration Control Procedures
Depend on Configuration Item Type

• Check-out/Check-in
• Impact Analysis
• Versioning
• Move/Copy/Build
• Baselining - packages, systems environments
• Environment Restore
• System/Package/Change Backout/restore
• Security

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Build

• Inputs must be from controlled library or
  repository
• Identify environment, inputs, outputs and build
  tools
• Identify dependencies to permit rebuilding later
  on order!

IN
OUT
Build Tools Clean Environment
Built Environment
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Configuration Management

• Categories include
• Programmes/Projects
• Services
• Systems
• Hardware
• Software
• Documentation
• Environment
• People
• Data

Items you want to control are called
Configuration Items (CIs) Data about all the
CIs are held in the Configuration Management
System or Database (CMDB)
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Configuration Item (CI)

• A Configuration Item
• Is needed to deliver a system/product/service
• Is uniquely identifiable
• Is subject to change
• Can be managed
• A Configuration Item
• Belongs to a CI category
• Has relationships
• Has descriptive attributes
• Changes status over time

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Configuration Item (CI) Attributes
CI number
Name
Category
Description
Security
Own attributes
Version
Euro
Size/Capacity
Supplier
Status
Support Group
Location
Owner
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CIs - scope and detail
Service
Software
Documen- tation
Hardware
People resources
Environ- ment
D E T A I L
Network printer
PC
Local printer
Bundled s/w
No break power
VDU
Keyboard
CPU
W.P.
DBMS
E-mail
SLA
SCOPE
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Service Support process model
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Service Delivery

• Service Level Management
• Availability Management
• Capacity Management
• IT Service Continuity Management
• Financial Management for IT Services

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Service Level Management

• Service Level Management is the process that
  defines and implements clear agreements for
  service delivery between the customers and the IT
  organization.
• It includes everything from negotiating with the
  customers, defining the service with regard to
  the customer requirements, managing and measuring
  the service and improving quality over time all
  within an acceptable cost structure.

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Other key SLM terms

• SLA - A Service Level Agreement is an agreement
  between IT and the user community which defines
  the responsibilities of all participating parties
  and which binds IT Service Management to provide
  a particular service of a specific agreed-upon
  quality and quantity for a specific duration, and
  constrains the demands users may place upon the
  service to those agreed-upon limits defined by
  the contract.
• SLO - A Service Level Objective is an
  agreed-upon, measurable service metric target
  between the IT organization and one or more of
  its customer communities, applied to the services
  provided to those communities.

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Other key SLM terms

• OLA - An Operational Level Agreement is an
  internal IT agreement between the Service Manager
  and an INTERNAL service provider (e.g., Network
  Support, Help Desk, etc.) that defines the
  responsibilities of the service provider to
  deliver a particular service component (e.g.,
  network, support, database, etc.) of a specific
  agreed-upon quality and quantity for a specific
  duration. The OLA should include the technical
  details and metrics required to support a
  specific SLA.
• UC An Underpinning Contract is a contract that
  binds IT (on behalf of the business) and one or
  more EXTERNAL vendor suppliers or that defines
  the responsibilities of the vendor to deliver a
  particular service component (e.g., hardware,
  application/ system support, etc.) at a specific
  agreed-upon quality and quantity for a specific
  duration.

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Responsibilities of Service Level Management

• Developing a Service Catalog to provide details
  of services offered written in language that can
  be easily understood by customers.
• Identifying customer needs includes
  understanding their business processes and
  requirements to enable creation of the proper
  services and SLAs.
• Defining services to meet the needs identified
  with the customer. The services are documented in
  the Service Level Requirements, in a
  non-technical language that can be understood by
  the customer. Specification Sheets including both
  the detailed customer requirements and how this
  will impact the IT Organization are also
  developed.

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Responsibilities of Service Level Management

• Implementing, monitoring, and reporting on the
  services on a regular basis.
• Creating Service Improvement Plans (SIPs) to
  continuously improve IT Services helping both the
  provider and the customer remain competitive.

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Responsibilities of Service Level Management

• Creating contracts required for each service
• Service Level Agreements between the provider and
  customer.
• Operational Level Agreements between internal
  organizations required to deliver the service
  levels.
• Underpinning Contracts between the provider and
  any external suppliers required to deliver the
  service at the guaranteed levels.

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Service Level Management Process
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SLM Process
Phase 1 INITIATE
Phase 3 PERFORM
Phase 2 NEGOTIATE
Phase 4 MONITOR REVIEW
Phase 5 COMPLETE
Close SLA
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Phase 1 Initiate
The Initiate phase involves assessing the
customer situation and understanding the
customers issues. This step defines
what information is required to initiate the
development of SLOs. This phase is comprised of
the following activities

• Identify executive sponsors, stakeholders
• Educate IT and customer on key components of
  Service Management, and
• gather initial data
• Understand business drivers, metrics and ROI
• Define customers, communities, and users
• Determine customer needs (and wants)
• Evaluate current customer - IT relationship
• Determine customers perception of current IT
  service delivery
• Determine services required based on customers
  operational needs
• Define customer timetable
• Identify customer issues
• Identify special requirements (e.g., development
  systems, etc.)

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Phase 2 Negotiate
Negotiations occur between IT and the customer on
what services are required. This phase defines
the areas of service that can (or cannot) be
negotiated in establishing an SLO. This phase
contains the following activities

• Determine the services that should (or should
  not) be negotiated I.e., determine
• how desired service levels can be met and
  maintained
• Calculate the cost of providing the service
  levels
• Determine accountability (customer and IT)
• Identify service requirements and prioritize
  them
• Conduct a cost/benefit analysis
• Negotiate appropriate SLOs based on cost/benefit
  analysis
• Present outcomes and approve next steps

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Phase 3 Perform
The Perform phase involves the design and
implementation of the SLO infrastructure that
will deliver the SLOs and allow the creation of
the SLA. This phase contains the following
activities
Developing the SLO Infrastructure

• Define design objectives, requirements, solution
  models that support SLOs
• Develop/update technical infrastructure to
  support SLOs
• Develop/update IT processes to support SLOs
• Define how services can be measured by
  identifying measurement parameters
• (metrics)

Write the SLA/OLA

• Define the methodology required to facilitate
  the measurement of services (incorporating tools
  as necessary, to support the collection and
  reporting of service level information)
• Define remedial actions where required
• Identify IT operational metrics and IT process
  metrics that must be monitored
• Identify process for incident and problem
  management
• Identify customer training

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Phase 4 Monitor Review
This phase monitors service levels, creates
service level reports, reviews the customer
services provided and modifies an existing SLA to
incorporate new services or remove old services.
This phase contains the following activities

• Monitor service levels
• Report service levels
• Review SLAs. Over a period of time, a customers
  business requirements may
• change and the service levels defined earlier
  in the negotiation phase may no
• longer be suitable
• Modify SLAs
• Evaluate the customers perception of the
  service being provided (e.g., user
• satisfaction reviews/surveys)

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Phase 5 Complete
An SLA exists for a specific time period agreed
to by the customer and IT. When an SLA is nearing
the end of its life, a formal review of the SLA
is conducted with the user community and IT.
Metrics are reviewed and action plans are
established to help improve IT processes and
customer relationships, if required. This phase
contains the following activities
Procedures for terminating an SLA. Procedures
would include

• Steps for handing the support of an application
  back to the customer
• Steps for notifying the relevant people
  regarding changes in the support structure

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Financial Management for IT Services

• The goal of Financial Management for IT Services
  is to enable IT to provide services
  cost-effectively through the financial management
  of IT resources required to deliver the service.
  This includes budgeting, accounting, and
  charging. Through this process both IT
  organizations and customers alike become more
  aware of the true costs of delivering the
  services, allowing them to make better business
  decisions.

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Financial Management for IT Services

• Budgeting is based on planning for customers'
  needs and determining the cost associated with
  delivery of services to the customers. Accounting
  consists of tracking the expenditures of IT. It
  specifically tracks the cost by customer,
  service, etc. Without Budgeting and Accounting,
  it becomes difficult to make business decisions
  that balance cost of services with service
  quality.

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Financial Management for IT Services

• Charging includes all things required to bill the
  customer from the objectives to the actual
  calculation methods. The advantage of charging,
  whether to internal customers or to external
  customers, based on the quality of the service is
  that it improves the provider/customer
  relationship. It opens up negotiations regarding
  what will be provided for what price and allows
  customers and providers to make informed business
  decisions based on cost vs. quality.

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Financial Management for IT Services

• Main processes Budgeting, Accounting, Charging

Financial Targets
Cost Models
Charging Policies
SLM feedback
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Cost-by-Service Cycle
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Capacity Management

• Capacity Management is the process that optimally
  manages capacity to meet the service requirements
  at an acceptable cost.
• The goal of Capacity Management is to provide
  adequate capacity to meet the SLAs in a cost
  effective manner. In order to reach this goal it
  is important to
• Avoid overspending on capacity that goes
  unused.
• Avoid guessing on what will meet the
  service needs.
• Plan for upcoming needs enabling better
  purchase decisions

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Objective of ITIL Capacity Management

• To ensure that cost justifiable capacity
• always exists
• Hardware
• Networking Equipment (LANs, WANs, bridges,
  routers)
• Peripherals (bulk storage devices, printers)
• Software (OS, network SW, purchase/in-house)
• HR
• is matched to the current and future business
  requirements

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Capacity Management Sub Process A

• Business Capacity Management, taking the
  customers business plans into account to predict
  future capacity needs. After understanding the
  customer business needs, providers typically
  determine the capacity required to support new or
  modified applications by using models and
  simulations to determine the requirements

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Capacity Management Sub Process B

• Service Capacity Management to ensure SLAs can be
  met based on current and peak loads on the
  infrastructure. This is done through monitoring
  and analyzing performance of the monitored
  services and comparing to the resource load
  determined in Resource Capacity Management.

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Capacity Management Sub Process C

• Resource Capacity Management to understand the
  use of the IT infrastructure by monitoring trends
  on the resources needed to provide the services.
  This sub-process monitors metrics such as CPU
  utilization, disk space, bandwidth utilization,
  etc.

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Capacity Management Activities
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SUPPORT PROCESS INTERDEPENDENCIES
Capacity Problem Reports
Capacity Diagnostic Tools/Performance reports
FSC

• Ad hoc/Cumulative Impact of Proposed Changes on
  capacity
• RFCs

Capacity Incident Reports
Capacity Mgmt
Capacity requirements planning for new releases
(response times, storage requirements, LAN
traffic)
CI Attributes
Capacity Audits
CDB updates Asset change recommendations
Configuration Mgmt
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DELIVERY PROCESS INTERDEPENDENCIES
Budgets/actual variances
Procurement req /Usage profiles
IT Service Continuity Mgmt
SLM
Recovery options
Performance reports
Capacity requirements for recovery options
SLAs, OLAs, SLRs
Capacity Mgmt
Availability Mgmt
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IT Service Continuity Management

• IT Service Continuity Management is the process
  that focuses on defining and maintaining
  appropriate disaster recovery plans for IT
  Services.

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Responsibilities of IT Service Continuity
Management

• Determining the scope of IT Service Continuity
  Management based on business requirements.
• Performing Business Impact Analysis to determine
  the impact of a disaster and how long the
  business can survive lacking any particular IT
  Service.
• Performing Risk Assessment to determine exposure
  based on assets, threats, and vulnerabilities.
• Developing the IT Service Continuity Strategy
  based on a combination of preventative measures
  and recovery options.
• Implementing the plan, including the preventative
  measures and recovery options, testing, training,
  reviewing and auditing, additional testing,
  changemanagement, and assurance.

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Business Continuity Lifecycle
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Availability Management

• Availability Management is the process that
  ensures the availability of IT resources and
  hence the availability of IT Services to meet
  agreed upon service levels.
• Planning and design for high availability and
  recovery

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Availability Management

• Thorough guidance on End-User Availability
  metrics and reporting
• Vital Business Functions (VBFs)
• cost of UNavailability
• Comprehensive guidance for availability
  improvement analysis, methods and techniques
• Component Failure Impact Analysis (CFIA)
• Service Outage Analysis (SOA)

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Service Delivery process model
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Questions ? P2080