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ITIL 2011 Introduction & Overview. Agenda for the session. What is ITIL? What about ITIL, v2 v3 & 2011? Key Concepts Service Management & Delivery The Service Lifecycle The Five Stages of the lifecycle ITIL Roles Functions and Processes Further Learning Accreditation.

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agenda for the session
Agenda for the session
  • What is ITIL?
  • What about ITIL, v2 v3 & 2011?
  • Key Concepts
  • Service Management & Delivery
  • The Service Lifecycle
  • The Five Stages of the lifecycle
  • ITIL Roles
  • Functions and Processes
  • Further Learning
  • Accreditation
what is itil
What is ITIL?
  • Systematic approach to high quality IT service delivery.
  • Documented best practice for IT Service Management.
  • Provides common language with well-defined terms.
  • Developed in 1980s by what is now The Office of
  • Government Commerce.
  • itSMFalso involved in maintaining best practice
  • documentation in ITIL
  • – itSMF is global, independent, not-for-profit
slide6

What About V3?

  • • ITIL started in 80s.
  • 40 publications!
  • • V2 came along in 2000-2002
  • Still Large and complex
  • 8 Books
  • Talks about what you should do
  • • V3 in 2007
  • Much simplified and rationalized to 5 books
  • Much clearer guidance on how to provide service
  • Easier, more modular accreditation paths
  • Keeps tactical and operational guidance
  • Gives more prominence to strategic ITIL guidance
  • relevant to senior staff

– Aligned with ISO20000 standard for service management

slide7

What are the main changes in ITIL 2011?

Service Strategy- Concepts clarified, no change to the overall message, more practical guidance and examples. New process of Strategy management for IT Services covers developing and maintaining business and IT Strategies.

Service Design- Concepts and principles clarified, added the Design Coordination process and quite a bit of work to simplify the five aspects of Service Design, design of the service portfolio and service catalogue.

Service Transition - CMS and SKMS have been re-structured to clarify the concepts and some material added on how to use a change proposal. Also SACM has new content relating to asset management, release and deployment and Change evaluation.

Service Operation - Work done on all processes and the relationship between application management and application development has been clarified. Expanded section on problem analysis techniques and more material added on managing physical facilities.

Continual Service Improvement - Work done to clarify the seven step improvement process and it’s connection to Deming’s PDCA. The CSI model is now referred to as the CSI approach and the CSI register concept has been added. Quite a bit of work on defining relationships from CSI to other phases of the lifecycle.

Note - If you already hold existing ITIL V3 certifications then you will not need to become re-certified and they will remain relevant.

slide9

What is a Service?

transferring

slide10

Overview of the Service Lifecycle

  • Service Strategy - SS
  • The phase of strategic planning of service management capabilities and the alignment of service and business strategies. Processes and functions:
    • Strategy Management for IT Services
    • Service Portfolio Management
    • Demand Management
    • Financial Management for IT Services
    • Business Relationships Management
  • Service Design – SD
  • The phase of designing and developing appropriate IT services including architecture, processes,

policy and documents; the design goal is to meet the current and future business requirements.

  • Processes and functions:
    • Design Coordination
    • Service Catalogue Management
    • Service Level Management
    • Risk Management
    • Capacity Management
    • Availability Management
    • IT Service Continuity Management
    • Information Security Management
    • Compliance Management
    • Architecture Management
    • Supplier Management
slide11

Service Transition - STThe phase of realizing the requirements from previous stages and improving the capabilities for the transition of new and modified services to production. Processes and functions:Change Management Change Evaluation Project Management (Transition Planning and Support) Application Development Release and Deployment Management Service Validation and Testing Service Asset and Configuration Management Knowledge ManagementService Operation - SOThe phase of achieving effectiveness and efficiency in providing and supporting services in order to ensure value for the customer and the service provider. Processes and functions: Event Management Incident Management Request Fulfillment Access Management Problem Management IT Operations Control Facilities Management Application Management Technical Management

slide12

Continual Service Improvement – CSIThe phase of creating and maintaining the value for the customer by design improvement, and service introduction and operation. Functions and processes: Service Review Process Evaluation Definition of CSI Initiatives Monitoring of CSI Initiatives

introduction to functions and processes
Introduction to Functions and Processes

This section provides an overview of the basic functions and processes that are included in the five phases of the service lifecycle.

Processes and functions are defined as follows:

• Process - A structured set of activities designed to accomplish a defined objective. Processes have inputs and outputs, result in a goal-oriented change, and utilize feedback for self-enhancing and self-corrective actions. Processes are measurable, provide results to customers or stakeholders, are continual and iterative and are always originating from a certain event. Processes can run through several organizational units. An example of a process is change management.

• Function - A team or group of people and the tools they use to carry out one or more processes or activities, specialized in fulfilling a specified type of work, and responsible for specific end results. Functions have their own practices and their own knowledge body. Functions can make use of various processes. An example of a function is a service desk. (Note: “function” can also mean “functionality”, “functioning”, or “job”.)

We can study each process separately to optimize its quality:

• The process owner is responsible for the process results.

• The process manager is responsible for the realization and structure of the process, and reports to the process owner.

• The process operatives are responsible for defined activities, and these activities are reported to the process manager.

slide15

Key Concepts

  • Service

– Delivers value to customer by facilitating

outcomes customers want to achieve without

ownership of the specific costs and risks

e.g. “People want a quarter-inch hole, not a quarter-inch drill.”

slide16

Key Concepts

  • Service Level
  • Measured and reported achievement against one or

more service level targets

– E.g.

• Red = 1 hour response 24/7

• Amber = 4 hour response 8/5

• Green = Next business day

  • ServiceLevelAgreement
  • Written and negotiated agreement between
  • Service
  • Provider and Customer documenting agreed
  • Service levels and costs
slide17

Key Concepts

• Configuration Management System (CMS)

  • Tools and databases to manage IT service provider’s

configuration data

  • Contains Configuration Management Database

(CMDB)

  • Records and maintains relationship of CI’s
  • ( hardware, software, documentation and anything
  • else important to IT provision)
  • Release
  • Collection of hardware, software, documentation,
  • processes or other things require to implement one or
  • more approved changes to IT Services
slide18

Key Concepts

• Incident

  • Unplanned interruption to an IT service or an

unplanned reduction in its quality

• Work-around

  • Reducing or eliminating the impact of an incident

without resolving it

• Problem

  • Unknown underlying cause of one or more

incidents

slide19

4 Ps of ServiceManagement

  • People – skills, training, communication
  • Processes – actions, activities, changes, goals
  • Products – tools, monitor, measure, improve
  • Partners – specialist suppliers
slide22

ServiceStrategy

  • What are we going to provide?
  • Can we afford it?
  • Can we provide enough of it?
  • How do we gain competitive advantage?
  • Perspective
  • – Vision, mission and strategic goals
  • Position
  • Plan
  • Pattern
  • Must fit organizational culture
slide23

4 Ps of Service Strategy

Perspective: the distinctive vision and direction

Position: the basis on which the provider will compete

Plan: how the provider will achieve their vision

Pattern: the fundamental way of doing things - distinctive patterns in decisions and actions over time

slide24

ServiceStrategyhasfouractivities

Define the Market

Develop the Offerings

Develop Strategic Assets

Prepare for Execution

slide25

ServiceAssets

• Resources

  • Things you buy or pay for
  • IT Infrastructure, people, money
  • Tangible Assets

• Capabilities

  • Things you grow
  • Ability to carry out an activity
  • Intangible assets
  • Transform resources into Services
slide26

ServicePortfolioManagement

  • Prioritizes and manages investments and

resource allocation

  • Proposed services are properly assessed

– Business Case

  • Existing Services Assessed. Outcomes:

– Replace

– Rationalize

– Renew

– Retire

slide27

DemandManagement

  • Ensures we don’t waste money with excess

capacity

  • Ensures we have enough capacity to meet

demand at agreed quality

  • Patterns of Business Activity to be considered

– E.g. Economy 7 electricity, Congestion Charging

slide28

Service Design

How are we going to provide it?

How are we going to build it?

How are we going to test it?

How are we going to deploy it?

Holistic approach to determine the impact of

change introduction on the existing services and

management processes

slide29

Processes inServiceDesign

  • Availability Management
  • Capacity Management
  • ITSCM (disaster recovery)
  • Supplier Management
  • Service Level Management
  • Information Security Management
  • Service Catalogue Management
slide30

ServiceCatalogue

Business Process A

Business Process B

Business Service Catalogue

Business Process C

Service 1

Service 2

Service 3

Service 4

Service 5

Service 6

Technical Service Catalogue

Support

Software

Hardware

Capability

Applications

Databases

Keeps service information away from business information

Provides accurate and consistent information enabling service-focused working

slide31

ServiceLevelManagement

  • ServiceLevelAgreement

– Operational Level Agreements

  • Internal

– Underpinning Contracts

• External Organization

• Supplier Management

– Can be an annexure to a contract

– Should be clear and fair and written in

easy-to-understand, unambiguous language

  • SuccessofSLM (KPIs)

– How many services have SLAs?

– How does the number of breaches of SLA change

over

time (we hope it reduces!)?

slide32

ThingsyoumightfindinanSLA

Service

Description

Incident

Response

times

Customer

Responsibilities

Hours of

operation

Resolution

times

Critical

operational

periods

User Response

times

Availability &

Continuity

targets

Change

Response

Times

slide33

TypesofSLA

• Service-based

– All customers get same deal for same services

• Customer-based

– Different customers get different deal (and

different cost) e.g. Silver, Gold, Platinum

• Multi-level

– These involve corporate, customer and service

levels and avoid repetition

(different organizations)

slide34

RightCapacity,RightTime, RightCost!

  • This is capacity management
  • Balances Cost against Capacity so minimizes

costs while maintaining quality of service

slide35

Isitavailable?

  • Ensure that IT services matches or exceeds

agreed targets

  • Lots of Acronyms

– Mean Time Between Service Incidents

– Mean Time Between Failures

– Mean Time to Restore Service

– Mean Time to Repair

  • Resilience increases availability
  • –Service can remain functional even though one or
  • more of its components have failed
slide36

ITSCM–what?

  • IT Service Continuity Management
  • Ensures resumption of services within agreed

timescale

  • Business Impact Analysis informs decisions

about resources

– E.g. Stock Exchange can’t afford 5 minutes

downtime but 2 hours downtime probably wont

badly affect a departmental accounts office or a

college bursary

slide37

Standbyforliftoff...

  • Cold

–Accommodation and environment ready but no

IT equipment

  • Warm

– As cold plus backup IT equipment to receive data

  • Hot

– Full duplexing, redundancy and failover

slide38

InformationSecurityManagement

  • Confidentiality

– Making sure only those authorized can see data

  • Integrity

– Making sure the data is accurate and not

corrupted

  • Availability

– Making sure data is supplied when it is requested

slide39

ServiceTransition

  • Build
  • Deployment
  • Testing
  • User acceptance
  • Bed-in
slide40

GoodServiceTransition

  • Set customer expectations
  • Enable release integration
  • Reduce performance variation
  • Document and reduce known errors
  • Minimize risk
  • Ensure proper use of services
  • Some things excluded
  • – Swapping failed device
  • – Adding new user
  • – Installing standard software
slide41

KnowledgeManagement

  • 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 organizational advantage
slide42

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

slide43

ServiceAssetandConfiguration

  • Managing these properly is key
  • Provides Logical Model of Infrastructure and
  • Accurate Configuration information
  • Controls assets
  • Minimized costs
  • Enables proper change and release management
  • Speeds incident and problem resolution
slide44

ConfigurationManagementSystem

Service

Asset and

Management

KB

Release Data

Configuration

Info

Application

Data

Change Data

Document

Configuration

Management

DB

Definitive

Media Library

slide45

PaintingTheForthBridge...

  • A Baseline is a “last known good configuration”
  • But the CMS will always be a “work in progress” and probably always out of date .
  • But still worth having
  • Current configuration will always be the most

recent baseline plus any implemented approved changes

slide46

ChangeManagement–orwhatweall

getwrong!

  • Respond to customers changing business

requirements

  • Respond to business and IT requests for change

that will align the services with the business

needs

  • Roles

– Change Manager

– Change Authority

• Change Advisory Board (CAB)

• Emergency CAB (ECAB)

  • 80% of service interruption is caused by operator

error or poor change control (Gartner)

slide47

ChangeTypes

  • Normal

– Non-urgent, requires approval

  • Standard

– Non-urgent, follows established path, no approval

needed

  • Emergency

– Requires approval but too urgent for normal

procedure

slide48

ChangeAdvisoryBoard

  • 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
slide49

ReleaseManagement

  • Release is a collection of authorized and tested

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

slide50

PhasedorBigBang?

  • Phased release is less painful but more work
  • Deploy can be manual or automatic
  • Automatic can be push or pull
  • Release Manager will produce a release policy
  • Release MUST be tested and NOT by the
  • developer or the change instigator
slide51

ServiceOperation

  • Maintenance
  • Management
  • Realizes Strategic Objectives and is where the

Value is seen

  • Responding to operational needs in business and technology
  • Achieving balance
slide52

ProcessesinServiceOperation

  • Incident Management
  • Problem Management
  • Event Management
  • Request Fulfillment
  • Access Management
slide53

Continued…

Explained in detail in following slides

slide54

FunctionsinServiceOperation

  • Service Desk
  • Technical Management
  • IT Operations Management
  • Applications Management
slide56

IncidentManagement

  • 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

slide57

EventManagement

  • 3 Types of events

– Information

– Warning

– Exception

  • Can we give examples?
  • Need to make sense of events and have

appropriate control actions planned and

documented

slide58

RequestFulfillment

  • Information, advice or a standard change
  • Should not be classed as Incidents or Changes
  • Can we give more examples?
slide59

ProblemManagement

  • Aims to prevent problems and resulting incidents
  • Minimizes impact of unavoidable incidents
  • Eliminates recurring incidents
  • Proactive Problem Management
  • – Identifies areas of potential weakness
  • – Identifies workarounds
  • Reactive Problem Management
  • – Indentifies underlying causes of incidents
  • – Identifies changes to prevent recurrence
slide60

AccessManagement

  • Right things for right users at right time
  • Concepts

– Access

– Identity (Authentication, AuthN)

– Rights (Authorization, AuthZ)

– Service Group

– Directory

slide61

ServiceDesk

  • Local, Central or Virtual
  • Single point of contact
  • Skills for operators (Specific to business & org)

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!
slide62

ContinualServiceImprovement

  • Focus on Process owners and Service Owners
  • Ensures that service management processes

continue to support the business

  • Monitor and enhance Service Level

Achievements

  • Plan – do –check – act (Deming)
slide66

ServiceMeasurement

  • 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
slide67

7StepstoImprovement

What should

we measure?

Corrective

action

Present and

use info

Analyze data

What can we

measure?

Gather data

Process data

slide68

ITILRoles

  • Process Owner

– Ensures Fit for Purpose

  • Process Manager

– Monitors and Reports on Process

  • Service Owner

– Accountable for Delivery

  • Service Manager

– Responsible for initiation, transition and

maintenance. Lifecycle!

slide69

MoreRoles

  • Business Relationship Manager
  • Service Asset & Configuration

– Service Asset Manager

– Service Knowledge Manager

– Configuration Manager

– Configuration Analyst

– Configuration Librarian

– CMS tools administrator

slide70

FunctionsandProcesses

  • Process

– Structured set of activities designed to accomplish

a defined objective

– Inputs & Outputs

– Measurable

– e.g. ??

  • Function

– Team or group of people and tools they use to carry

out one or more processes or activities

– Own practices and knowledge body

– e.g. ??

slide71

Accreditation

  • Today’s seminar is not accredited
  • 3 days gives the foundation level
  • APM Group manages accreditation and certification

– BCS/ISEB is accredited by APM