information technology infrastructure library itil n.
Download
Skip this Video
Loading SlideShow in 5 Seconds..
Information Technology Infrastructure Library (ITIL) PowerPoint Presentation
Download Presentation
Information Technology Infrastructure Library (ITIL)

Loading in 2 Seconds...

play fullscreen
1 / 62

Information Technology Infrastructure Library (ITIL) - PowerPoint PPT Presentation


  • 190 Views
  • Uploaded on

Information Technology Infrastructure Library (ITIL). History, Concepts and Alignment to CobiT and ISO 20000. Objectives:. Learn about the history of ITIL Understand ITIL’s key objectives Discover all components of the ITIL Framework Visit each of the core 10 ITIL SM Processes

loader
I am the owner, or an agent authorized to act on behalf of the owner, of the copyrighted work described.
capcha
Download Presentation

PowerPoint Slideshow about 'Information Technology Infrastructure Library (ITIL)' - ariana-jordan


An Image/Link below is provided (as is) to download presentation

Download Policy: Content on the Website is provided to you AS IS for your information and personal use and may not be sold / licensed / shared on other websites without getting consent from its author.While downloading, if for some reason you are not able to download a presentation, the publisher may have deleted the file from their server.


- - - - - - - - - - - - - - - - - - - - - - - - - - E N D - - - - - - - - - - - - - - - - - - - - - - - - - -
Presentation Transcript
information technology infrastructure library itil

Information Technology Infrastructure Library (ITIL)

History, Concepts and Alignment to CobiT and ISO 20000

objectives
Objectives:
  • Learn about the history of ITIL
  • Understand ITIL’s key objectives
  • Discover all components of the ITIL Framework
  • Visit each of the core 10 ITIL SM Processes
  • Learn the importance of process interaction
  • Understand the ISO 20000 & alignment to ITIL
  • Understand the alignment to CobiT Framework
  • Learn about the future of ITIL
what is itil
WHAT IS ITIL?

Framework for Best Practices in IT Service Management

itil objectives
ITIL Objectives
  • Three Key Objectives of IT Service Management:
  • Align IT Services with the Current and Future Needs of the Business and its Customers
  • Improve Quality of IT Services
  • Reduce Long-Term Costs of IT Service Provision
the itil library

Planning to Implement Service Management

Service Support

The Business Perspective

ICT Infrastructure Management

Security Management

The Business

The Technology

Service Delivery

Applications Management

Software Asset Management

The ITIL Library

Source: OGC

itsm components

security

ITInfrastructure

Service Desk

ITSM Components

IT ServiceContinuityManagement

Service Level Management

Availability Management

Release Management

Service Delivery Set

Capacity Management

Service Support Set

Change Management

FinancialManagementfor IT services

Configuration Management

Incident

Management

Problem Management

slide10
Service Support
    • The Service Desk
    • Incident Management
    • Problem Management
    • Configuration Management
    • Release Management
    • Change Management
  • Service Delivery
    • Service Level Management
    • Availability Management
    • IT Service Continuity Management
    • Capacity Management
    • Financial Management for IT Services
the service desk

The Service Desk

The Service Desk

Goals

  • To act as the single point of contact between the User and IT Service Management and track status of all customer interactions
  • To handle Incidents and requests, and provide an interface for other activities such as Change, Problem, Configuration, Release, Service Level, and IT Service Continuity Management
why a service desk

The Service Desk

Why a Service Desk?

Essentials

  • The Service Desk is more than just a Help Desk
  • The first and single point of contact
  • High quality support to meet business goals
  • Help identify costs of IT services
  • Proactive support and communication of changes
  • Increase user perception and satisfaction
  • Identification of business opportunities
  • Identification of Training Opportunities
responsibilities

The Service Desk

Responsibilities

Activities

  • Receive and record all calls from users
  • Provide first-line support (using knowledge resources)
  • Refer to second-line support where necessary
  • Monitoring and escalation of incidents
  • Keep users informed on status and progress
  • Provide interface between ITSM disciplines
  • Produce measurements and metrics
incident management

Incident Management

Incident Management

Goals

To restore normal service operation as quickly as possible with minimum disruption to the business, thus ensuring that the best achievable levels of availability and service are maintained

Incident definition

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 that service

Work-around definition

A method of avoiding an Incident or Problem either by employing a temporary fix or technique so the user is no longer reliant on a Configuration Item (CI) that is known to cause failure

the incident life cycle the monitoring and tracking of incidents

Incident Management

The Incident Life Cycle – the monitoring and tracking of Incidents

Activities

Including Impact and Urgency selection

Yes

No

Note. This is not Problem Closure

categorization

Incident Management

Categorization

Activities

  • Service affected (and possibly by association the affected SLA)
  • User perception of failure in terms of the User’s inability to do something
    • Batch job output has not been received
    • I can’t print, connect to a server or access an application
  • Category and details of CI thought to be at fault
  • Category and details of CI eventually found to be at fault
  • The fault in the CI, the quick fix and the action taken, etc.
slide19

Incident Management

Illustrative Example

Payroll Application: System run once per month to run payroll

Bank Teller Application: System used by cashiers in bank to transact on accounts

escalation

Incident Management

Escalation

Definitions

Hierarchical escalation would typically include authorization, resources and/or cost

Hierarchical (authority)

Functional (competence)

Functional escalation might include specialist groups e.g. Unix Group

functional escalation

Incident Management

Functional Escalation

Activities

The use of support teams is important in efficient incident resolution.

  • First line support deals with the communication to the user, resolution of known incidents (e.g. password resets)…
  • …allowing the second and subsequent levels to focus on resolving assigned incidents.
  • Targets are often set for improving the percentage of incidents resolved at first level.
problem management

Problem Management

Problem Management

Goals

To minimize the adverse effect on the business of Incidents and Problems caused by errors in the infrastructure, and to proactively prevent the occurrence of Incidents, Problems and Errors.

Problem definition

Unknown cause of one or more incidents

Known Error definition

An Incident or Problem for which the root cause is known and for which a temporary work around or permanent alternative has been identified

problem flow

Problem Management

Problem Flow

Information

Incidents

Service Desk

Problem

Known Error

Change Process

configuration management

Configueration Management

Configuration Management

Goals

  • Enabling control of the infrastructure by monitoring and maintaining information on:
    • Configuration Items (CI) needed to deliver services
    • CI status and history
    • CI relationships
    • Valuable CIs (monetary or service)
  • Providing information on the IT infrastructure to all other processes and to IT Management
configuration management1

Configueration Management

Configuration Management

Definitions

  • Configuration Item (CI) – a component of an IT infrastructure which is (or is to be) under the control of Configuration Management and therefore subject to formal change control
  • Configuration Management Database (CMDB) – a database which contains details of the attributes and history of each CI and the relationships between CIs
  • Baseline – a snapshot of the state of a CI and its components or related CIs, frozen in time for a particular purpose, such as:
    • The ability to return a service to a trusted state if a change goes wrong
    • A specification for copying the CI or for a roll-out
    • The minimum CIs needed to maintain vital Business Functions after a disaster
major ci types

Configueration Management

Major CI Types

Definitions

Documentation

Designs; Reports; Agreements; Contracts; Procedures; Plans; Process Descriptions; Minutes; Records; Events (Incident, Problems, Change Records); Proposals; Quotations

Data Files

What, Where, Most Important

Environment

Accommodation; Light, Heat, Power; Utility Services (Electricity, Gas, Water, Oil); Office Equipment; Furniture; Plant & Machinery

People

Users, Customers, Who, Where, What Skills, Characteristics, Experience, Roles

Services

Desktop Support,

E-mail, Service Desk, Payroll, Finance, Production Support

Hardware

Computers, Computer components, Network components & cables (LAN, WAN), Telephones, Switches

Software

Network Mgmt Systems; In-house applications; O/S; Utilities (scheduling, B/R); Packages; Office systems; Web Management

change management

Change Management

Change Management

Goals

Process of controlling changes to the infrastructure or any other aspect of services, in a controlled manner, enabling approved changes with minimum disruption.

  • Change Management ensures that standardized methods and procedures are used for theefficient and prompt handling of all Changes, in order to minimize the adverse impact of any Change‑related incidents upon service quality.
  • Changes can arise as a result of Problems, Known Errors and their resolution, but many Changes can come from proactively seeking business benefits such as reducing costs or improving services
change management1

Change Management

Change Management

Definitions

  • Change – a deliberate action that alters the form, fit or function of Configuration Item (CI) such as an addition, modification, movement, or deletion that impacts the IT infrastructure
  • Request for Change (RFC) – a means of proposing a change to any component of an IT infrastructure or any aspect of an IT service
  • Forward Schedule of Change (FSC) – a schedule that contains details of all the changes approved for implementation and their proposed implementation date
change management2

Change Management

Change Management

Definitions

  • Standard Change – a Change that is recurrent, has been proceduralized to follow a pre-defined, relatively risk free path and where Change Management and budgetary authority is effectively give in advance
  • Service Request – a request, usually made through a Service Desk, for a Standard Change
    • Example: providing access to services for a new member of staff or relocating a few PCs
release management

Release Management

Release Management

Goals

  • Good resource planning and management are essential to package and distribute a Release successfully.
  • The focus of Release Management is the protection of the live environment and its services through the use of formal procedures and checks.

Release Management takes a holistic view of a Change to an IT service and should ensure that all aspects of a Release, both technical and non-technical, are considered together

service support process model
Service Support Process Model

ServiceDesk

ManagementTools & IT

Infrastructure

Enquiries,Communications,

Workarounds,

Updates

Users / Customers

Incidents

Incident Management

Changes

Problem Management

Releases

Change Management

Services Reports, Incidents, Statistics, Audit Reports

Release Management

Problem Statistics,

Trend Analysis,

Problem Reports,

Problem Reviews,

Diagnostic Aids,

Audit Reports

Configuration Management

Change Schedule,

CAB Minutes,

Change Statistics,

Change Reviews,

Audit Reports

Release Schedule,

Release Statistics,

Release Reviews,

Source Library,

Testing Standards,

Audit Reports

CMDB Reports,

CMDB Statistics,

Policy/Standards,

Audit Reports

Configuration Management Database

Problems,Known Errors

Incidents

Changes

Releases

CI Relationships

slide34
Service Support
    • The Service Desk
    • Incident Management
    • Problem Management
    • Configuration Management
    • Release Management
    • Change Management
  • Service Delivery
    • Service Level Management
    • Availability Management
    • IT Service Continuity Management
    • Capacity Management
    • Financial Management for IT Services
service level management

Service Level Management

Service Level Management

Goals

To maintain and gradually improve business aligned IT service quality, through a constant cycle of defining, agreeing, monitoring, reporting and IT service achievements and through instigating actions to eradicate unacceptable levels of service

Service Level Management manages and improves the agreed level of service between two parties

  • The provider who may be an internal service department or the external organisation that provides an outsourced service
  • The receiver of the servers i.e. the customer who pays the bill.
availability management

Availabtily Management

Availability Management

Goals

To optimise the capability of the IT infrastructure and supporting organisations to deliver a cost effective and sustained level of availability that enables the business to satisfy its objectives

it service continuity management

IT Service Coninuity Management

IT Service Continuity Management

Goals

To support the overall Business Continuity Management process by ensuring that the required IT technical services and facilities can be recovered within required and agreed business time-scales

Note. IT Service Continuity Management used to be known as Disaster Recovery in the old ITIL books

capacity management

Capacity Management

Capacity Management

Goals

To understand the future business requirements (the required service delivery), the organization's operations (the current delivery), and ensure that all current and future capacity and aspects of the business requirements are provided cost effectively

financial management

Financial Management For IT Services

Financial Management

Goals

To provide cost-effective stewardship of the IT assets and financial resources used in Services

Note. Financial Management of IT Services used to be known as Cost Recovery in the old ITIL books

participants in it service management

Service Delivery

Service Support

Participants in IT Service Management

Sr. IT Mgt

Sr. Mgt

Strategic

Tactical

Service Level Management

Customers

Service Desk

Users

Operational

IT

The Business

itil is more than a library of books
ITIL is more than a library of books
  • Training
  • Fundamentals
  • Practitioner
  • Service Manager

Qualifications:

Certification at each level

Information Technology Infrastructure Library

Consultancy: Provision of IT consulting services to clients based on a de facto standard

Tools: ITIL “compliance” is driving tools manufacturers

itSMF: User groups providing seminars, conferences, and workshops

slide42

Consistent and predictable results, process improvement and cost saving top the list of benefits from implementing defined IT Process methods

*

* Source: Forrester Research – Stabilizing IT with Process Methodologies – May, 2005

cobit
CobiT
  • What Is It?
  • How Does It Relate To ITIL?
slide44

COBIT and ITIL–Process Perspective

Strategic

COBIT

Process Control

XY

XY

XY

XY

XY

ITIL

##

##

##

##

##

Process Execution

Work Instruction

  • Work instruction
  • 2
  • 3
  • 4,5,6….
  • Work instruction
  • 2
  • 3
  • 4,5,6….
  • Work instruction
  • 2
  • 3
  • 4,5,6….
  • Work instruction
  • 2
  • 3
  • 4,5,6….
  • Work instruction
  • 2
  • 3
  • 4,5,6….
slide45

CobiT

COBIT

Control

WHAT

ITIL

Activities

HOW

slide46

Gartner Advisory on COBIT and ITIL

COBIT

Control

WHAT

ITIL

Activities

HOW

slide47

Plan and

Organise

(PO Process Domain)

Acquire and Implement

(AI Process Domain)

Monitor and

Evaluate

(M Process Domain)

Deliver and Support

(DS Process Domain)

slide48

Plan and Organise

Planning & Organization

Acquire and Implement

Define

Strategic

IT Plan

Determine

Technological

Direction

Define

Information

Architecture

Identify

Automated

Solutions

Acquire and

Maintain

Application

Software

Install and

Accredit

Systems

Manage

Change

Acquire and

Maintain

Technology

Infrastructure

Develop and

Maintain

IT

Procedures

Define IT

Organisation

and

Relationships

Manage IT

Investment

Communicate

Aims and

Direction

ITIL

Service Support

Service Delivery

Manage

Human

Resource

Ensure

Compliance

with External

Standards

Assess

Risks

Service

Level

Management

Availability

Management

Capacity

Management

Service

Desk

Incident

Management

Problem

Management

Manage

Projects

Manage

Quality

Financial

Management

Continuity

Management

Change

Management

Release

Management

Configuration

Management

Monitor and Evaluate

Deliver and Support

Assess

Internal

Control

Adequacy

Monitor

the

Process

Define and

Manage

Service

Levels

Manage

Third-party

Services

Manage

Performance

and Capacity

Ensure

Continuous

Service

Ensure

System

Security

Identify

and Allocate

Costs

Manage

Operations

Obtain

Independent

Assurance

Educate

and

Train Users

Assist and

Advise

IT

Customers

Manage

Configuration

Manage

Problems and

Incidents

Manage

Data

Manage

Facilities

Provide

Independent

Audit

slide49

Plan and Organise

Planning & Organization

Acquire and Implement

Define

Strategic

IT Plan

Determine

Technological

Direction

Define

Information

Architecture

Identify

Automated

Solutions

Acquire and

Maintain

Application

Software

Install and

Accredit

Systems

Manage

Change

Acquire and

Maintain

Technology

Infrastructure

Develop and

Maintain

IT

Procedures

Define IT

Organisation

and

Relationships

Manage IT

Investment

Communicate

Aims and

Direction

ITIL

Service Support

Service Delivery

Manage

Human

Resource

Ensure

Compliance

with External

Standards

Assess

Risks

Service

Level

Management

Availability

Management

Capacity

Management

Service

Desk

Incident

Management

Problem

Management

Manage

Projects

Manage

Quality

Financial

Management

Continuity

Management

Change

Management

Release

Management

Configuration

Management

Monitor and Evaluate

Deliver and Support

Assess

Internal

Control

Adequacy

Monitor

the

Process

Define and

Manage

Service

Levels

Manage

Third-party

Services

Manage

Performance

and Capacity

Ensure

Continuous

Service

Ensure

System

Security

Identify

and Allocate

Costs

Manage

Operations

Obtain

Independent

Assurance

Educate

and

Train Users

Assist and

Advise

IT

Customers

Manage

Configuration

Manage

Problems and

Incidents

Manage

Data

Manage

Facilities

Provide

Independent

Audit

slide50

Plan and Organise

Planning & Organization

Acquire and Implement

Define

Strategic

IT Plan

Determine

Technological

Direction

Define

Information

Architecture

Identify

Automated

Solutions

Acquire and

Maintain

Application

Software

Install and

Accredit

Systems

Manage

Change

Acquire and

Maintain

Technology

Infrastructure

Develop and

Maintain

IT

Procedures

Define IT

Organisation

and

Relationships

Manage IT

Investment

Communicate

Aims and

Direction

ITIL

Service Support

Service Delivery

Manage

Human

Resource

Ensure

Compliance

with External

Standards

Assess

Risks

Service

Level

Management

Availability

Management

Capacity

Management

Service

Desk

Incident

Management

Problem

Management

Manage

Projects

Manage

Quality

Financial

Management

Continuity

Management

Change

Management

Release

Management

Configuration

Management

Monitor and Evaluate

Deliver and Support

Assess

Internal

Control

Adequacy

Monitor

the

Process

Define and

Manage

Service

Levels

Manage

Third-party

Services

Manage

Performance

and Capacity

Ensure

Continuous

Service

Ensure

System

Security

Identify

and Allocate

Costs

Manage

Operations

Obtain

Independent

Assurance

Educate

and

Train Users

Assist and

Advise

IT

Customers

Manage

Configuration

Manage

Problems and

Incidents

Manage

Data

Manage

Facilities

Provide

Independent

Audit

slide51

Plan and Organise

Planning & Organization

Acquire and Implement

Define

Strategic

IT Plan

Determine

Technological

Direction

Define

Information

Architecture

Identify

Automated

Solutions

Acquire and

Maintain

Application

Software

Install and

Accredit

Systems

Manage

Change

Acquire and

Maintain

Technology

Infrastructure

Develop and

Maintain

IT

Procedures

Define IT

Organisation

and

Relationships

Manage IT

Investment

Communicate

Aims and

Direction

ITIL

Service Support

Service Delivery

Manage

Human

Resource

Ensure

Compliance

with External

Standards

Assess

Risks

Service

Level

Management

Availability

Management

Capacity

Management

Service

Desk

Incident

Management

Problem

Management

Manage

Projects

Manage

Quality

Financial

Management

Continuity

Management

Change

Management

Release

Management

Configuration

Management

Monitor and Evaluate

Deliver and Support

Assess

Internal

Control

Adequacy

Monitor

the

Process

Define and

Manage

Service

Levels

Manage

Third-party

Services

Manage

Performance

and Capacity

Ensure

Continuous

Service

Ensure

System

Security

Identify

and Allocate

Costs

Manage

Operations

Obtain

Independent

Assurance

Educate

and

Train Users

Assist and

Advise

IT

Customers

Manage

Configuration

Manage

Problems and

Incidents

Manage

Data

Manage

Facilities

Provide

Independent

Audit

iso 20000
ISO 20000
  • What Is It?
  • How Does It Relate To ITIL?
iso 20000 basic concepts
ISO 20000: Basic Concepts
  • Quality standard for IT Service Management
  • Formal specification defined requirements for an organization to deliver managed services to acceptable quality to customers
  • BS 15000 fast-tracked to become IS0 20000
  • ITIL forms the basis of the standard
  • Standard = a list of criteria that needs to be met
  • The standard versus the framework
  • Standard = audit & certify against. Makes ITIL alive
  • Framework = best practice that the standard is based on
iso 200001
ISO 20000

SERVICE DELIVERY

Capacity Management

Information Security Management

Service Level Management

The Business Perspective

Service Reporting

Availability and Service Continuity

Budgeting and Accounting for IT Services

ICT Infrastructure Management

CONTROL

Configuration Management

RELEASE

RELATIONSHIP

Change Management

Business Relationship Management

RESOLUTION

Release Management

Incident Management

Supplier Relationship Management

Problem Management

Source: itSMF International

example change management
Example: Change Management

Specifications: Objective + Requirements

Objective:

To ensure all changes are assessed, approved, implemented and reviewed in a controlled manner

Requirement examples:

  • All requests for change shall be recorded and classified, e.g. urgent, emergency, major, minor
  • Requests for changes shall be assessed for their risk, impact and business benefit
  • All changes shall be reviewed for success and any actions taken after implementation
example change management1
Example: Change Management

Code of Practice: Objective + Detailed Best Practices

Objective (Sub-process: 8.2.2): Closing and reviewing the change request

Detailed Best Practice:

  • All changes should be reviewed for success or failure after implementation and any improvements recorded
  • A post-implementation review should be undertaken for major changes to check that:
    • a) the change met its objectives;
    • b) the customers are happy with the results;
    • c) there have been no unexpected side effects
  • Any nonconformity should be recorded and actioned
  • Any weaknesses or deficiencies identified in a review of the change control process should be fed in to service improvement plans
itil future from this

Planning to Implement Service Management

The Business Perspective

Service Support

ICT Infrastructure Management

Security Management

The Business

The Technology

Service Delivery

Applications Management

Software Asset Management

… to this: ITIL V.3

ITIL Future – from this….

Service

Strategy

Service

Design

Service

Transition

Service Operation

Continuous Service

Improvmt

LIFECYCLE PERSPECTIVE

The Business

The Technology

Pocket Guides

Case Studies

ITIL Practice Working Templates

Governance Methods

Certification-based Study Aids

Executive Introduction to IT Service Management

slide60

Various non-proprietary frameworks and methods exist to help IT organizations become more process centric and improve the quality of the services delivered

ITIL

CMM

CobiT

Six Sigma

ISO 2000

What is it?

The IT Infrastructure Library is a customizable framework of best practises that promote quality IT service, build on a process-model view of controlling and managing operations. ITIL was originally developed by the UK government and has since matured into an internationally recognized standard.

The Capability Maturity Model is a method of evaluating and measuring the maturity of the software development process. Recent revisions (CMMI) provide guidance for improving organization process and manage the development, acquisition and maintenance of products and service

Control OBjectives for Information and related Technologyis a framework for information security and provides generally accepted IT control objectives to assist in developing appropriate IT governance and control

A data driven quality management program to control variations and thereby achieve high levels of quality.

A standard concerned primarily with the quality of IT Service Management. It provides the basis to fulfill customer requirements, regulatory requirements, enhance customer satisfaction, and pursue continual improvement

Focus

IT Operations – IT Service Management

Development

Governance and Control

Process Improvement

Processes Consistency

IT Specific

Yes

Yes

Yes

No

Yes

How it fits

Define and implement processes

Determine extent of process maturity

Provide process controls

Improve processes

Certify processes are being followed

frameworks and methodologies
Frameworks and Methodologies

ISO20000

CobiT

SIX SIGMA

CMMi

ITIL

Business

Process Models

Governance

in summary
In summary:
  • ITIL is:
  • The international de-facto Best Practice for IT Service Management
  • Process Approach to improving Quality, Efficiency and Effectiveness
  • Service focused IT management, viewed from the perspective of IT customers and users
  • Evolving, vendor-neutral, non-proprietary framework
  • CobiT complementary, Certifiable through ISO20000
  • DEFINED COMMON SENSE