ITIL v3 Overview

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Information Technology Infrastructure Library(ITIL)A New Version of IT Service Management(ITSM) : 

Information Technology Infrastructure Library(ITIL)A New Version of IT Service Management(ITSM) Khalique Zafar Sr. Customer Services Engineer

Agenda : 

Agenda IT Service Management The IT Infrastructure Library – Definition, History, etc. ITIL v3 – The Service Lifecycle The Benefits of ITSM Implementing ITIL Q&A

IT Service Management : 

IT Service Management “IT Service Management is a set of specialized organizational capabilities for providing value to customers in the form of services”. Take the form of functions and processes for managing services over a Lifecycle. Represent an organization’s capacity, competency, and confidence for action. Service Definition: “A service is a means of delivering value to customers by facilitating the outcomes that customers want to achieve without the ownership of specific costs and risks”.

What is the IT Infrastructure Library? : 

What is the IT Infrastructure Library? ITIL is the basis of the worldwide standard for quality IT Service Management, ISO 20000 ITIL was developed by the public and private sectors and globally adopted. ITIL is in the public domain. “The IT Infrastructure Library® (ITIL) is the most widely accepted approach to IT service management in the world. ITIL is a cohesive best practice framework, drawn from the public and private sectors internationally. It describes the organization of IT resources to deliver business value, and documents processes, functions and roles in IT Service Management (ITSM).” Source: UK Office of Government Commerce

Process : 

Process A process is a structured set of activities designed to accomplish a specific objective. Create value for all stakeholders. Are closed-loop systems. Turn inputs into defined outputs. Are organized around objectives. Include all required roles, responsibilities, tools, and management controls. Once defined and documented, must be controlled to ensure repeatable results.

Function : 

Function A function is a team or group of people and the tools they use to perform one or more processes or activities. Provide structure and stability to organizations. Are self-contained units of organizations, with their own capabilities and resources. Rely on processes for cross-functional coordination and control. Have their own knowledge base, built from experience. Can result in functional silos if there is an inward focus or lack of coordination

Role : 

Role A role is the set of responsibilities, activities and authorities defined in a process and assigned to a person or team. An individual can assume various roles over the course of the day Some times roles will be full time responsibilities

The History of ITIL : 

The History of ITIL 1980’s British government determined that the level of IT service quality they received was not sufficient. The Central Computer and Telecommunications Agency (CCTA) was assigned to develop a framework for efficient and financially responsible use of IT resources. This was a joint effort between the government and private sector experts. 2000 The CCTA merged into the Office for Government Commerce (OGC). Microsoft used ITIL as the basis to develop the Microsoft Operations Framework (MOF). 2001 Version 2 of ITIL is released. The Service Support and Service Delivery books were redeveloped. 2007 Version 3 of ITIL is released which adopts a lifecycle approach to Service Management with a better emphasis on IT-Business integration

What does the following have in common? : 

What does the following have in common? “the (Pirate) code is more what you'd call "guidelines" than actual rules” ITIL &

ITIL Service Management (v3) : 

ITIL Service Management (v3)

Core ITIL v3 Library : 

Core ITIL v3 Library Service Strategy (SS) Service Design (SD) Service Transition (ST) Service Operations (SO) Continual Service Improvement (CSI)

ITIL Version 3 looks at the lifecycle of IT : 

ITIL Version 3 looks at the lifecycle of IT

Key links, inputs & outputs of the service lifecycle stages : 

Key links, inputs & outputs of the service lifecycle stages

Service Strategy : 

Service Strategy The spoke of the IT Service Management wheel. Provides the direction and vision for establishing IT services. Useful for influencing organizational attitudes and culture towards the creation of value for customers. The goal of service strategy: “Superior performance versus competing alternatives.”

The Four Ps of Strategy : 

The Four Ps of 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.

Service Value : 

Service Value Service Utility: what the customer gets in terms of outcomes supported and/or constraints removed Service Warranty: how the service is delivered and its fitness for use, in terms of availability, capacity, continuity and security.

Service Management as a Strategic Asset : 

Service Management as a Strategic Asset Type I: exists within an organization solely to deliver service to one specific business unit Type II: services multiple business units in the same organization Type III: operates as an external service provider serving multiple external customers. capabilities: the provider’s ability resources: the direct inputs for the production of services Critical Success Factors (CSFs) Service Oriented Accounting

Service Provisioning Models : 

Service Provisioning Models Managed Service: where a business unit requiring a service fully funds the provision of that service for itself Shared Service: the provisioning of multiple services to one or more business units through shared infrastructure and resources Utility: services are provided on the basis of how much is required by each customer, how often, and at what times the customer needs them.

Key Processes and Activities : 

Key Processes and Activities Financial Management : covers the function and processes responsible for managing an IT service provider’s budgeting, accounting and charging requirements. Service Portfolio Management (SPM) includes: Define: inventory services, ensure business cases and validate portfolio data Analyze: maximize portfolio value, align and prioritize and balance supply and demand Approve: finalize proposed portfolio, authorize services and resources Charter: communicate decisions, allocate resources and charter services. Demand Management to understand and influence customer demand for services and the provision of capacity to meet these demands.

Key Roles and Responsibilities : 

Key Roles and Responsibilities Business Relationship Manager (BRM) Product Manager (PM) Chief Sourcing Officer (CSO) “A Service Level Package (SLP) defines the level of utility and warranty for a Service Package and is designed to meet the needs of a pattern of business activity.”

Service Design : 

Service Design Responsible for the design of new or changed services going into a live environment. Ensure designs are consistent, compatible and capable. Metrics definition, selection and evaluation of measurement capabilities. Evaluation and establishment of policies/procedures for new or changed services. Key output of Service Design – Design solutions to meet the changing requirements of the business.

The Four Ps of Design : 

The Four Ps of Design people: the people, skills and competencies involved in the provision of IT services products: the technology and management systems used in the delivery of IT services processes: the processes, roles and activities involved in the provision of IT services partners: the vendors, manufacturers and suppliers used to assist and support IT service provision.

Key Processes and Activities : 

Key Processes and Activities Service Catalogue Management (SCM) is to provide a single, consistent source of information on agreed services Service Level Management (SLM) is to ensure that all operational services and their performance are measured in a consistent, professional manner Service Level Agreements (SLA) Operational Level Agreements (OLA) Service Improvement Plan (SIP) Service Quality Plan Capacity Management is to provide a point of focus and management for all capacity and performance-related issues, relating to both services and resources Availability Management is to provide a point of focus and management for all availability-related issues

Key Processes and Activities : 

Key Processes and Activities IT Service Continuity Management (ITSCM) is to maintain the appropriate on-going recovery capability within IT services to match the agreed needs Information Security Management (ISM) is to align IT security with business security and ensure that information security is effectively managed in all services Supplier Management is to obtain value for money from suppliers and to ensure that suppliers perform to the targets contained within their contracts and agreements

Key Roles and Responsibilities : 

Key Roles and Responsibilities Service Design Manager IT Designer/Architect Service Catalogue Manager Service Level Manager Availability Manager IT Service Continuity Manager Capacity Manager Security Manager Supplier Manager

Slide 26: 

“Service Design Package (SDP) defines all aspects of an IT service and its requirements through each stage of its lifecycle. An SDP is produced for each new IT service, major change, or IT service retirement.”

Service Transition : 

Service Transition Plan and manage the capacity and resources required to package, build, test and deploy into production. Provide a consistent and rigorous framework for evaluating risk. Ensure that services can be managed, operated and supported as specified from Service Design. Communication and documentation of information for decision making and deployments into production.

Key Processes and Activities : 

Key Processes and Activities Change Management is to ensure that standardized methods are used for the efficient and prompt handling of all changes, that all changes are recorded in the Configuration Management System and that overall business risk is optimized. Service Asset and Configuration Management is to identify, control and account for service assets and configuration items (CI), protecting and ensuring their integrity across the service lifecycle. Knowledge Management is to ensure that the right person has the right knowledge, at the right time to deliver and support the services

Scope of Change and Release Management : 

Scope of Change and Release Management

Key Roles and Responsibilities : 

Key Roles and Responsibilities The staff delivering Service Transition within an organization must be organized for effectiveness and efficiency, and various options exist to deliver this. It is not anticipated that a typical organization would consider a separate group of people for this role, rather there is a flow of experience and skills

Service Operation : 

Service Operation Coordinating and carrying out the activities and processes required to deliver and manage services at agreed levels. Focuses on: Event Management Incident and Problem Management Request Fulfillment Service Operation is where actual value is seen by customers/users of a service.

Key processes and activities : 

Key processes and activities Event Management is to handle an event which is a change of state that has significance for the management of a configuration item or IT service. Incident Management Process is to restore normal service ASAP and to minimize the adverse impact on business operations after occurrence of an incident i.e. Unplanned interruption of service. Request Fulfillment is to enable users to request and receive standard services; to source and deliver these services i.e Service Request Access Management helps to manage confidentiality, availability and integrity of data and intellectual property.

Key processes and activities(cont.) : 

Key processes and activities(cont.) Problem Management is responsible for further investigation of a problem which is a cause of one or more incidents. The cause is not usually known at the time a problem record is created. Common Service Operation Activities monitoring and control console management/operations bridge management of the infrastructure storage operational aspects of processes from other lifecycle stages

Key Functions : 

Key Functions Service Desk Function Technical Management Function Application Management Function IT Operations Management Function

Continual Service Improvement : 

Continual Service Improvement Align and realign IT services to changing business needs by identification and implementation of improvements. Review, analyze and make recommendations for each stage of the service lifecycle (strategy, design, transition and operation). Review service level achievements. Establishing Service Improvement Plans (SIP) to improve service performance and to identify financial and customer benefits.

Continual Service Improvement Model : 

Continual Service Improvement Model

7-Step Improvement Process : 

7-Step Improvement Process

Service Measurement : 

Service Measurement validate previous decisions that have been made direct activities in order to meet set targets - this is the most prevalent reason for monitoring and measuring justify that a course of action is required, with factual evidence or proof intervene at the appropriate point and take corrective action.

Service Measurement Metrics : 

Service Measurement Metrics Technology metrics: often associated with component and application based metrics such as performance, availability. Process metrics: captured in the form of Critical Success Factors (CSFs), Key Performance Indicators (KPIs) and activity metrics. Service metrics: the results of the end-to-end service. Component/technology metrics are used to compute the service metrics.

Key Roles and Responsibilities : 

Key Roles and Responsibilities CSI Manager is responsible for the overall CSI activities within an organization, the majority of the detailed improvement related work is carried out within each of the lifecycle stages, processes and activities.

ITIL V3 Processes across Service Life Cycle : 

ITIL V3 Processes across Service Life Cycle

Role of IT Service Management : 

Role of IT Service Management The Business is more and more dependent on IT. Complexity of IT constantly increases. Customers are demanding more for less. Global competitiveness growing at a rapid rate requiring a more flexible approach to integration. Stronger focus on controlling the costs of IT. Low customer satisfaction levels.

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