ITIL Hugh Pruitt for
MnIPS October 21, 2003
Agenda
What ITIL is n Relationship between ITIL and outsourcing IT n A few examples of ITIL best practices n ITIL certification n ITIL resources n
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ITIL
n
ITIL provides a comprehensive and consistent set of best practices for IT service management, promoting a quality approach to achieving business effectiveness and efficiency in the use of information systems n
n
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Services are the deliverables of the IT organization as perceived by the customers IT Service Management is concerned with delivering and supporting IT services that are appropriate to the business requirements of the organization
ITIL provides a proven method for planning common processes, roles and activities with appropriate reference to each other and how the communication lines should exist between them.
ITIL Characteristics n n n n
n n
Non-proprietary IT process framework Industry and technology independent Based on best practices Framework and guidelines for IT process implementations Provides standard terminology Guidelines for process, roles and responsibilities
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The Library Service Support n Service Delivery n Security Management n Business Perspective n ICT Infrastructure Management n Applications Management n Planning To Implement Service Management n
ITIL Framework
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Key ITIL Objectives
To align IT services with the current and future needs of the business and its customers n Improve the quality of the IT services n Reduce the long-term cost of service n
Benefits of Service Management Improvements n n n n n n
n n
n n
n n
Improved resource utilization Competitive advantage Decreased workload Elimination of redundant work Improve upon project deliverables and time Improve availability, reliability and security of mission critical IT services Justify the cost of service quality Provide services that meet business, customer and user demands Integrate central processes Document and communicate roles and responsibilities in service provision Learn from previous experience Provide demonstrable performance indicators
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Strategic, Tactical and Operational Processes Continuity, Partnerships, Outsourcing, Surviving Change, Transforming Business Practice
Strategic
Financial
Service
Availability
Tactical Capacity
Operational
Business Perspective
Continuity, Partnerships, Outsourcing, Surviving Change, Transforming Business Practice
IT-Services
Incident
Service Delivery
IT Continuity
Problem
Release Config
Change
Service Support
Service Desk
ITIL Process Purposes n
Service Desk n
n
Continuity of service levels
n
Problem Management n
Minimize disruption of the service level
n
Configuration Management
n
Change Management
n
Release Management
n
n
n
Control the IT infrastructure Efficient handling of changes
Service Level Management n
Incident Management n
n
n
The public facing of IT
Agree on and control the service levels
Availability Management n
Ensure high availability of services
n
Capacity Management
n
Continuity Management
n
n
n
n
Ensure quick recovery after a disaster
Financial Management n
Ensuring authorized software modules are used
Ensure the optimal use of IT
Provide insight, control and charge the costs of IT services
Security Management n
Protect the business
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Logical Model Release Management IT Customer Relationship Management
Service Level Management Financial Management for IT Services
Service Delivery
Service Support
Change Management
Problem Management
Configuration Management
Incident Management
Capacity Management IT Service Continuity Management
Service Desk
Availability Management
Security Management
Service Desk n
Objective n
n
Activities n n n n
n
Facilitate the restoration of normal operational service with minimal business impact on the customer within agreed service levels and business priorities Incident classification, prioritization and escalation Liaison between customer and IT groups Perform communication activities Process requests for change
Benefits n n n n
Improved customer service Higher quality and faster turnaround of requests Improved IT support resources usage Increased business productivity
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Incident Management n
Objective n
n
Activities n n n n n n
n
To restore normal service operation as quickly as possible and minimize the adverse impact on business operations, thus ensuring that the best possible levels of service quality and availability are maintained Collect and record incident details and alert or escalate as necessary Assign impact and urgency, thereby defining priority Assess details and provide quick resolution Resolve incident via solution, work-around or raise request for change Close incident upon confirmation from customer Monitor and escalate incidents and inform user
Benefits n n
n
Reduced business impact of incidents by timely resolution Improved monitoring, allowing performance against service level agreements to be accurately measured Elimination of lost or incorrect incidents and service requests
Problem Management n
Objective n
n
Activities n n
n
n
Minimize the adverse impact of incidents and problems on the business that are caused by errors within the IT infrastructure, and to prevent recurrence of incidents related to these errors Problem control: Identify the real underlying cause Error control: Raise request for change to remove known errors which will prevent incident from reoccurring Identify and resolve problems and known errors before incidents occur
Benefits n n n
Improved IT service quality Reduced incident volume Improved user productivity by preventing failures and reducing impact of failures
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Configuration Management n
Objective n
n
n
Activities n
n
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Account for all the IT assets and configurations within the organization and its services Provide accurate information on configurations and their documentation to support all the other service management processes Develop and manage configuration management database to support all other ITIL processes with accurate information on configuration items and their relationships Configuration identification, control, status accounting, audit and verification
Benefits n
n n n
Providing accurate information on configuration items and documentation Controlling valuable configuration items Making software changes visible Schedule changes safely, efficiently, and effectively
Change Management n
Objective n
n
Activities n n
n n
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Ensure that standardized methods and procedures are used for efficient and prompt handling of all changes, in order to minimize the impact of change-related incidents upon service quality, and consequently to improve the day-to-day operations of the organization Change logging, filtering and acceptance Manage change process through prioritization of risk and categorization of impact Chairing Change Advisory Board and Emergency Committee Publish “Forward Schedule of Change” and “Projected Service Availability”
Benefits n n n
n
Increased visibility and communication of changes to business and IT Reduced adverse impact of changes on quality of service and SLAs Increased productivity of users through less disruption and higher quality services Increased productivity of key personnel through decreased need to back out erroneous changes
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Release Management n
Objective n
n
Activities n
n n
n
Ensure that all technical and non-technical aspects of a release are dealt with in a coordinated approach Storage and management of controlled software (DSL) and hardware (DHS) Release planning including extensive testing and sign-offs Audits of hardware and software prior to and following the implementation change
Benefits n
n n
A complete audit trail of changes to the production environment is maintained of software distributions and hardware changes Easier detection of wrong versions and unauthorized copies of software Reduced risk of unnoticed introduction of viruses or other malicious software
Service Level Management n
Objective n
n
Activities n n n n n
n
To maintain and improve IT service quality, through a constant cycle of agreeing, monitoring and reporting upon IT service achievements and instigation of actions to eradicate poor service - in line with business or cost justification Establish function Implement process Manage ongoing process Conduct periodic reviews Management information
Benefits n
n
n
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IT Services are designed to meet service level requirements and focused on key business areas Both parties to the agreement have a clearer view of roles and responsibilities Service monitoring allows weak areas to be identified for future improvement of service quality SLA can be used to demonstrate what value customers are receiving
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Availability Management n
Objective n
n
Activities n n n n n
n
To optimize the capability of the Ii Infrastructure, services and supporting organization to deliver a cost effective and sustained level of availability that enables the business to satisfy its business objectives Determining availability requirements Compiling the availability plan Monitoring availability Monitoring maintenance obligations Management information
Benefits n n n n n n n
Single point of accountability IT Services are designed to meet IT requirements designed by business Improved of business continuity Cost justification for IT investments Agreed levels to support SLM Change to proactive mindset Improved IT image
Capacity Management n
Objective n
n
Activities n n n n n
n
Ensures that all the current and future capacity and performance aspects of the business requirements are provided cost-effectively Demand management Modeling Application sizing Production of a capacity plan Management information
Benefits n
n n
Increased efficiency and cost savings by deferring expenditures, economic service provisioning, planned buying Reduced risk More confidence in forecast over time
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Continuity Management n
Objective n
n
Activities n n n n
n
Ensure that the required IT technical and services facilities can be recovered within required and agreed timescales Initiation Requirements and strategy Implementation Operational management
Benefits n n n n
Lower insurance premiums Satisfy regulatory requirements Foster business/IT relationship Demonstrate effective contingency capabilities, potentially for competitive advantage
Financial Management n
Objective n
n
Activities n n n n
n
To provide cost-effective stewardship of the IT assets and resources used in providing IT Services Budgeting IT Accounting Charging Management Information
Benefits n n
Confidence in setting and managing budgets Accurate cost information to support decision making and ongoing service ownership
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Security Management n
Objective n
n
Activities n
n n n n n
n
Ensure such a level of security, that the agreed availability of the infrastructure and the IT services, as well as the business functions, are not compromised Develop and manage policies, procedures, responsibilities, accountabilities Update service catalog, agreements and contract with security Implement awareness, measures, and incident handling and registration Evaluation through internal and external audits Maintenance of security measures Reporting to Service Level Management on security issues and trends
Benefits n n n
Optimal security measures Supports continuity of the organization Ensures availability of accurate and complete information
Logical Model
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Incident, Problem and Change Management
Service Support Processes
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Service Delivery Processes
Inter-process Incident Lifecycle Narrative n n n
n n
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A User calls the Service Desk to report response difficulties with the on-line service. The Incident Management process deals with Incident. The Problem Management process investigates underlying cause and calls in Capacity Management to assist in this process. Service Level Management alerted that the SLA. has been breached. The Change Management process raises and co-ordinates a Request For Change (RFC) The IT Financial Management process assists with the business case cost justification for the hardware upgrade. The IT Service Continuity process gets involved in the Change Management process to ensure recovery is possible onto current back-up configuration. The Release Management process controls the implementation of the Change by rolling out replacement hardware and software. Release Management updates Configuration Management with details of new Releases and versions. The Availability Management process is involved in considering the hardware upgrade to ensure that it can meet the required availability and reliability levels. The Configuration Management process ensures the CMDB information is updated throughout the process. The Customer Relationship Management process liaises with Customer throughout the process to ensure he/she is kept abreast of progress.
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For more information http://www.itil-itsm-world.com/index.htm http://www.itsmf.com http://www.itil.co.uk http://www.itilbooks.com http://www.itsmf.net (USA) http://www.bsi-global.com/index.xalter http://www.pinkelephant.com http://www.sei.cmu.edu/cmm (cmm) http://www.ge.com/sixsigma
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