ITIL Session

1. ITIL Session Col T L Sharma Head – Quality & Processes

2. Acknowledgements & Disclaimer Some of the information and slides may/ appear to have been reproduced from different sources. We hereby acknowledge their direct / indirect contribution.

3. What will this course give me? • An introduction to IT Service Management. • Familiarity with • The key processes and responsibilities. • BS 15000 standard. • ITIL Service Support and Service Delivery processes. • An understanding of the relevance of Service Management to an Organization. • A common language to describe Service Management processes. • Preparation for ITIL Foundation Certification Examination (ISEB/EXIN) – own time study required • A certificate from Company – after on-line test • Training Material : - Knockout Intranet Home HR ITIL - 6 ITIL eBooks – eLearning Portal

4. IT Service Management Courses HP Model ITIL Essentials Workshop 3 Days Control – IT Simulation 1 Day Foundation Certificate Exam IT Manager’s Courses 1. Service Support (5 Days) - SM1 (Exam) 2. Service Delivery (5 Days) - SM2 (Exam) 3. Prep. Workshop (2 Days) Specialist Courses (8 courses of 2 Days each) (Not yet in India) ITSM OV Products (OV Service Desk, OV Service Desk (Implementation & Process Design) Exam Option Exams ITIL Implementation Course (Not started)

5. Good Service Management Means Simply… Promising a level of service Then delivering on that promise

6. Service Management Means….. • Going from a technology focus – to a customer service focus. • Managing service levels from the customers’ perspective instead of insular technology or infrastructure perspective • Going beyond reactive break/fix – to proactive management of service requests and service support • Actively managing infrastructure components (assets) and systematically managing changes (planned and un-planned)

7. Business View of IT Service • IT is aSupportfunction • IT is aCostCenter • Costs are Opaque • ITBudgetsare out of Control • Quality ofServiceisPoor • Not Responsiveto Business

8. Communication?

9. What do we Do? • ImproveCommunicationbetweenBusiness& IT • IT is aService - vital to Business • Convince Business to focus onValuenotCost • Invest inIT Service Management – it is not optional • Focus onProcessesandPeoplenot justTechnology • ITIL provide solid frame work and will achieve ROI

10. Challenges to the IT Organization • Contribution to solving business challenges • This means contributing earlier in the planning cycle. • A measurable contribution to the business value chain. • Service provision as opposed to IT product delivery. • A business like relationship • A consistent and stable service • Less emphasis on technology.

11. What is Service Management ? A dynamic balance between: Demand for IT Services: Supply of IT Services: • Need to know and understand : • - the requirements of the business as a whole • - the capabilities of IT to deliver to its customers • ITSM : Application Development - CMM • Application Maintenance - CMM + ITIL • Infrastructure Management - ITIL

12. Culture Organisation Competence People Tools Systems Artefacts Partners Elements of IT Service Management? A set of disciplines, embracing What to do HowWhereWhen Process • Monitor • Detect – Protective, Alert • Analysis – Root Cause • Action - Automated Managedservices that together allow us to develop & deliver high quality IT services.

14. Benefits of IT Service Management • Improved quality of service – more reliable business support • Clearer view of current IT capability & better information on current services. • Enhanced Customer Satisfaction as service providers know and deliver what is expected of them. • System led benefits in terms of security, accuracy, speed & availability, cycle time, success rate, operating cost. • Profit margin will improve. • Efficiency will improve – as staff will work more effectively as teams. • IT department will become more effective at supporting the needs of the business and will be more responsive to changes in business direction.

15. What does ITSM cover? EVERYTHING! Not just about managing technology - though we need Systems/Network Management Not just about managing “live services” but managing the complete lifecycle from initial idea through to decommissioning of obsolete solutions. BITA Service Delivery Assurance - Service Design - Service Development - Service Deployment - Service Operations & Management

16. Integrated Quality Systems Quality Objectives Continual Act Plan Check Do Step by Step Improvement Maturity ISO-means this ITIL-tells you how to do it QMS Support t

17. What is ITIL?… ITIL is the application of the science of management to information technology. This knowledge is captured in a library of over forty books that outline a process-based set of best practices for IT Service Management. Information Technology Infrastructure Library

18. What is ITIL • Was gathered from Users, Suppliers, Consultants • Proven in practice • Is under constant development • Is supported by tools • Has been the world wide de facto standard for IT Service Management • Offers certification of consultants and practitioners • Has its own international user group (IT Service Management Forum)

19. Best Practices? • What do you understand by the term? • “An industry accepted way of doing something, that works” • The most effective way of understanding a process or procedure • What does it consist of? • Principles • Agreement on specific processes • Usually put into writing • Reviewed and updated

20. Why Implement Best Practices? • Avoid reinventing the wheel • Professionalism • Managing complex infrastructures and services • Understand the core processes and capabilities • Clear responsibilities and points of contact

21. ITIL Books • Configuration Management • Incident Management • Problem Management • Change Management • Release Management • Service Support • Service Delivery • Managers’ Set • Complementary Guidance • Software Support Set • Environmental Set • Business Continuity • Management Set • Business Perspective Set • (ITIL Enhanced) Service Desk Function • Service Level Management • Availability Management • Capacity Management • IT Service Continuity Management • Financial Mgmt for IT Services

22. ITIL Philosophy ITIL – • Adopts a “process driven” approach which is scalable to fit both large and small IT organizations • Considers ITSM to consist of “a number of closely related and highly integrated processes.”

23. Process “It is a bundle of logical activities combined to achieve certain goal (result)” Department A Department B Department C Input Output Process Materials, Machines, Information, Labor Goods, Information, Services

24. Various Terms Procedure • Describe the way the organization carry out routine tasks • What is to be done, who will do, when he will do Process • Set of interrelated or interacting activities which transforms inputs into outputs System • A combination of Interacting Processes

25. Customers and Users Customers • Recipient of the Service • Those who pay for and own IT Services (Business) • SPOC – Customer Relationship Manager Users • Users of the Service on a day-to-day basis • SPOC – Service Desk Customers & Users Needs • May be contradictory e.g. high availability vs value for money. • Balancing Act • SLAs

26. ITIL Principles ITIL is all about which processes need to be realized within the organization for management and operation of the IT infrastructure to promote optimal service provision to the customer at justifiable costs.

27. BS 15000 Milestones • BS 15000/ISO 20000 is the first standard for IT Service Management. • Heavily based upon the ITIL framework. • Has 13 Processes. • Comnet is 5th company in the world to be certified. • 1st Satcom Service Provider in the World to be certified. • AMD OMC is the First Client OMC in the World to be certified. • Phase 1 : Target – Nov 04.- COMPLETED • Global Management Centre (GMC) • OMC AMD • Phase 2: Target – Jul 05. - COMPLETED • Global Telecom Infrastructure • IS Infrastructure • Global OMC • SOC • Phase 3: Target – Feb 06. - COMPLETED • Satellite Hub Operations • Phase 4 • Cummins • Deutsche Bank

28. Service support Incident Management - Service Desk 2. Problem Management 3. Configuration Management 4. Change Management 5. Release Management Service Delivery 6. Capacity Management 7. Availability Management 8. IT Service Continuity Management 9. Service Level Management 10. Financial Management for IT Services Incident Management Problem Management Configuration Management Change Management Release Management Capacity Management Availability & Service continuity Management Service Level Management Budgeting & Accounting of IT services Service Reporting Business Relationship Management Supplier Management Information Security Management ITIL – BS 15000 Correspondence ITIL BS 15000

29. ITIL – BS 15000 Relationship Achieve this BS 15000 Specification Management Overview (Guide) PD 0005 Code of Practice Process Definition ITIL (IT Infrastructure Library) Deployed solution In-house procedures

30. IT Service Management Processes BS 15000 Service Delivery Process (Clause 6) Capacity Management Service Level Management Information Security Management (6.1) (6.5) (6.6) Service Reporting Service Continuity & Availability Management Budgeting & Accounting for IT Services (6.2) (6.3) Control Process (6.4) (Clause 9) (9.1) Configuration Management (9.2) Change Management Release Process Resolution Processes Relationship Processes (Clause 8) (Clause 7) (Clause 10) Business Relationship Management Incident Management Release Management (8.1) (7.1) Supplier Management (10.1) Problem Management (7.2) (8.2)

31. ITIL PROCESSES

32. Service Delivery “What service the business requires of the provider in order to provide adequate support to the business users.”Covers the following processes: • Capacity Management • Financial Management for IT Services • Availability Management • Service Level Management • IT Service Continuity Management * Also called TACTICAL ITIL Processes

33. Service Support “Ensuring that the Customer has access to the appropriate services to support business functions.”Covers the following processes/functions: • Service Desk • Incident Management • Problem Management • Configuration Management • Change Management • Release Management * Also called OPERATIONAL ITIL Processes

34. ITIL Model Release Management Service Support IT Customer Relationship Management Change Management Problem Management Configuration Management Incident Management Capacity Management Service Level Management IT Service Continuity Management Service Desk Financial Management for IT Services Service Delivery Availability Management Security Management Enhanced ITIL ?

35. Incident Management Problem Management SERVICE SUPPORT Operational ITIL Processes Configuration Management Change Management Release Management

36. Different Desks • Call Center • Handling large call volumes of telephone-based transactions, registering them and refering them to other parts of the organization • Help Desk • Managing, coordinating and resolving Incidents as quickly as possible • Service Desk • Allowing business processes to be integrated into the Service Management infrastructure. It not only handles Incidents, Problems and questions, but also provides an interface for other activities

37. Types of Service Desk • Local • Centralized • Virtual – “Follow the Sun”

38. Service Desk Goals • Single point of contact for customers • Facilitate restoration of normal operational service • Deliver high quality support to meet business goals • Support changes, generate reports, communicate & promote IT

39. Service Desk Activities / Responsibilities • Receiving, Recording, Prioritizing and Tracking service calls • Monitoring and Status Tracking of all registered calls • Escalation and Referral to other parts of the organizations • First Line Support • Coordinating second-line and third-party support groups • Keeping customers informed on request status and progress • Closing incidents and confirmation with the customer

40. Service Desk Inputs and Outputs Telephone Requests Fax Requests Walk-in Email/Voice Requests Internet/ Browser Requests Hardware/ Application Events Management Information & Monitoring Service Desk External Service Support Product Support Sales & Marketing Contract Support Internal Service Support

41. Incident Management What is an Incident ? 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 / degradation in, the quality of that service KEDB !

42. Problem Management What is a problem ? The unknown root cause of one or more incidents (not necessarily - or often - solved at the time the incident is closed) A Problem is a condition that has been defined, identified from one or more incidents exhibiting common symptoms, for which the cause is unknown.

43. Configuration Management To manage the IT Infrastructure by - • Identification • Recording • Reporting of IT components, (Configuration Items – CI) including their versions, constituent components and relationships CMDB !

44. Change Management • A Change is an action that results in a new status for one or more CIs. • Standardized methods and procedures for implementing approved changes efficiently and with acceptablerisk, to the IT Infrastructure while minimizing change related incidents and their impact on service quality & business continuity. • Assessing impact of change • Authorizing change

45. Release Management • Undertakes • Planning • Preparation • Scheduling • of a Release to many Customers and Locations. • Ensures • that only Authorized and Correct versions of software are made available for operation.

46. IT Service Continuity Management Service Level Management SERVICE DELIVERY Tactical ITIL Processes Capacity Management Financial Management Availability Management

47. Capacity Management To ensure that cost-justifiable IT Capacity always exists and that it is matched to current and future identified needs of the business It efficiently deploys the resources of IT organization and guarantees the performance of the services.

48. Availability Management • To optimize the capability of • IT Infrastructure • Services • Supporting organization • to deliver a Cost effective and sustained level of Availability that enables the business to satisfy its business objectives.

49. IT Service Continuity Management Business Continuity Management (BCM)is concerned with the management of Business Continuity that incorporates all services upon which the business depends, one of which is IT IT Service Continuity Management focusses on the IT Services required to support the critical business processes. It delivers required IT Infrastructure to enable business to continue following a service disruption

50. Service Level Management • To maintain and gradually improve IT Service quality through a constant cycle of • Agreeing • Monitoring & • Reporting • upon IT service achievements and instigation of actions to eradicate poor service – in line with business or cost justification.