ITIL Overview @ Essar oil Ltd.(IT Infrastructure Management)

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This Presentation will give you overview about ITIL(It infrastructure Library).It shows you how IT infrastructure management practice implement in companies with huge IT Network and get benefit through Service Management

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IT INFRASTRUCTURE MANAGEMENT @ Essar oil Ltd.:

IT INFRASTRUCTURE MANAGEMENT @ Essar oil Ltd. Darshan Khant

Introduction to Essar Group:

Introduction to Essar Group

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VISION Setup indian Retail network of 5000 outlets & Establish footprints in important export markets Crude oil-30% of refining capacity Gas-100% of group feed stock requirement Target refining capacity-1 million bpd with state of the art technology MISSION   To create enduring value for customers and stakeholders in core manufacturing and service businesses, through world-class operating standards, state-of-the-art technology and the 'positive attitude' of our people.

Introduction to Essar Oil Ltd.:

Introduction to Essar Oil Ltd. Essar Oil Ltd. was founded by the Ruia family and is headed by Chairman Shashi Ruia and Vice-Chairman Ravi Ruia. Essar Oil Ltd. is completed in 2006 over investment of about $2.26bn at V adinar ,Jamnagar in Gujarat,INDIA. Essar Oil's assets include developmental rights in proven exploration blocks , a 10.5 mtpa refinery on the west coast of India & Plans are under way to increase its exploration to refinery capacity to 36 mtpa. It will also produce LPG, Naphtha, light diesel oil, Aviation Turbine Fuel (ATF) and kerosene.

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Vadinar IT Setup

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WHAT IS ITIL? Origins : British Government’s effort to improve IT management Developed by the CCTA in the late 1980’s Originally, a library of over 40 books that documented various IT Service areas, processes and standards Today, a library of 8 books, under the auspices of OGC ITIL is known as IT INFRASTRUCTURE LIBRARY The Information Technology Infrastructure Library ( ITIL ) is a set of concepts and practices for Information Technology Services Management ( ITSM ), Information Technology (IT) development and IT operations.

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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

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Financial Management for IT services Capacity Management Availability Management IT Service Continuity Management Incident Management Problem Management Change Management Configuration Management Release Management Service Delivery Set Service Support Set IT Infrastructure Service Level Management ITSM Components

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The Service Desk Incident Management Problem Management Configuration Management Release Management Change Management

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The Service Desk The Service Desk Information

Work of The service desk:

Work of The service desk 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 The Service Desk Essentials

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Responsibilities 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 The Service Desk Activities

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Incident Management Incident Management 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 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 Goals

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Problem Management Problem Management 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. Goals 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

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Problem Flow Incidents Problem Known Error Change Process Service Desk Problem Management Information

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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 Management Configueration Management Goals

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Configuration Management 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 Definitions Configueration Management

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Major CI Types People Users, Customers, Who, Where, What Skills, Characteristics, Experience, Roles Documentation Designs; Reports; Agreements; Contracts; Procedures; Plans; Process Descriptions; Minutes; Records; Events (Incident, Problems, Change Records); Proposals; Quotations Data Files What, Where, Most Important Hardware Computers, Computer components, Network components & cables (LAN, WAN), Telephones, Switches Services Desktop Support, E-mail, Service Desk, Payroll, Finance, Production Support Software Network Mgmt Systems; In-house applications; O/S; Utilities (scheduling, B/R); Packages; Office systems; Web Management Definitions Configueration Management Environment Accommodation; Light, Heat, Power; Utility Services (Electricity, Gas, Water, Oil); Office Equipment; Furniture; Plant & Machinery

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Change Management Change Management 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 ensure s that standardized methods and procedures are used for the efficient 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 Goals

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Change Management 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 Definitions Change Management

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Release Management 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 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 Goals

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Service Level Management Availability Management IT Service Continuity Management Capacity Management Financial Management for IT Services

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Service Level Management 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. Service Level Management Goals

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Availability Management 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 Availabtily Management Goals

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IT Service Continuity Management 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 IT Service Coninuity Management Goals

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Capacity Management Capacity Management 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 Goals

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

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Participants in IT Service Management IT The Business Users Service Desk Customers Service Level Management Operational Tactical Sr. IT Mgt Sr. Mgt Strategic Service Delivery Service Support

LEARNING EXPERIANCE:

LEARNING EXPERIANCE How to handle incidents and requests, and providing an interface for other ITSM processes How to maintain delivery and support in whole network Continuity management in crises of network Learn about the whole essar group server network Learn about the websense software for site filtering Work with Blackberry mobile backup and configuration process All about Servers working in essar Oil Ltd.

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