About itil v3
- 1. Understanding ITIL An Overview Eng. Abdulfattah Musbah & Nizam Uddieen M : 0501559550 aaawajah@yahoo.com
- 2. Agenda for the Session What is ITIL? Key Concepts IT Service Management The Service Lifecycle ITIL Roles Further Learning
- 3. What is ITIL? ITIL (Information Technology Infrastructure Library) is a framework of best practices approaches intended to facilitate the delivery of high quality information technology services. A series of publications Best Practices for IT Service Management Processes Guidelines Checklists Worldwide Industry standard
- 4. Definition of Best Practice Best Practice is a set of guidelines based on the best experiences of the most qualified and experienced professionals in a particular field. Best Practice is based on: More than one person More than one organization More than one technology More than one event
- 5. History of ITIL • The Central Computer and Telecommunications Agency of United Kingdom first published elements of ITIL in 1989. • The intention is to improve the management of IT services in UK Central Government • Contributed to by expert IT practitioners around the world. • The UK Office of Government Commerce was established in 2000 and incorporates the CCTA. • The OGC now owns ITIL and is responsible for its maintenance and further development
- 6. History of ITIL A series of publications • ITIL started in 80s. – 31 Books ! • v2 came along in 2000-2002 – Still Large and complex – 8 Books • v3 in 2007 – Much simplified and rationalised to 5 books – The five core books cover each stage of the service lifecycle – Much clearer guidance on how to provide service
- 7. ITIL Objectives Reduce Costs Improve Availability Tune Capacity Increase Throughput Optimize resource Utilization Improve Scalability
- 8. ITIL – IS….. IS Not….. What ITIL is… Library of best practices for IT service Description of relationships between IT processes Based on IT service quality Promotes development of effective and efficient processes Effective framework to develop IT service maturity Independent from the organizational structure What ITIL is not… Prescribed methodology Prescribed organizational structure Imposed allocation of tasks and responsibilities between functional units One size fits all In lieu of other quality practices like CoBIT, CMM, ISO-9000, or Six Sigma 8
- 9. IT Service Management (ITSM) ITSM is a set of process that detail best practices based on ITIL standards to enable and optimize IT services in order to satisfy business requirements and manage the IT Infrastructure ITIL defines and documents the best practices, ITSM employs them to meet unique customer requirements and priorities.
- 10. 4 Ps of IT Service Management IT Service Management (ITSM) is all about the efficient, effective and economical use of: People – skills, training, communication Processes – actions, activities, changes, goals Products – tools, monitor, measure, improve Partners – Vendors and Suppliers
- 11. Key Concepts Service Delivers value to customer by facilitating outcomes customers want to achieve without ownership of the specific costs and risks e.g. The Fileserver or Database backup service means that you as Unit IT Head don’t have to care about how much tapes, disks or robots cost and you don’t have to worry if one of the staff is off sick or leaves
- 12. Key Concepts Service Level – Measured and reported achievement against one or more service level targets – E.g. P1 = 1 hour response 24/7 P2 = 4 hour response 8/5 P3 = Next business day Service Level Agreement – Written and negotiated agreement between Service Provider and Customer documenting agreed service levels and costs
- 13. Key Concepts Configuration Management System (CMS) – Tools and databases to manage IT service provider’s configuration data – Contains Configuration Management Database (CMDB) Records 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
- 14. 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
- 15. The Service Lifecycle • Service Strategy – Strategy generation – Financial management – Service portfolio management – Demand management • Service Design – Capacity, Availability, Info Security Management – Service level & Supplier Management • Service Transition – Planning & Support – Release & Deployment – Asset & Config management – Change management – Knowledge Management • Service Operation – Problem & Incident management – Request fulfilment – Event & Access management • Continual Service Improvement – Service measurement & reporting – 7-step improvement process
- 16. How the Lifecycle stages fit together
- 17. Service Strategy It acts as a guide to all IT service providers in terms of helping them to determine: What kind of services should be offered and who should be offered to (potential customers) • Develop strategic assets – Develop new services How stakeholders and customers perceive value, also how this value can be created
- 18. Processes in Service Strategy Define the Market Develop the Offerings Develop Strategic Assets Prepare for Execution
- 19. Demand Management To understand customer’s current requirements 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 Trend of requirements over a period/business cycle
- 20. Service Portfolio Management It describes how the service are bundled & packaged Takes care of Marketing components such as What is the REASON customer will buy these services? What is the REASON customer will buy these services from us? SWOT analysis for our Organization’s service capabilities What could be our pricing models How best to allocate resources & capabilities Record of all the services including current, expired & in Pipeline
- 21. Service Portfolio Management Current Services Services in pipeline New Services Stopped services Service Catalog Requirements Gathering, Analysis, Approval, Charter, Developed, Release, Operational Retired Services
- 22. Financial Management To serve as strategic tool to align IT services with Financial Decisions To balance the Cost & Price as appropriate Accounting for IT Services Facilitate Accurate Budgeting Finalize Financial Policies
- 23. 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
- 24. Processes in Service Design Service Catalogue Management Service Level Management Capacity Management Availability Management ITSCM (disaster recovery) Supplier Management Information Security Management
- 25. Service Catalogue What is Service Catalogue? • A single source of information for all the service offerings • Includes Operational & in Transition Services • E.g. Menu Card in a Hotel
- 26. Service Catalogue Business Process A Business Process B Business Process C Business Service Catalogue Service 1 Service 2 Service 3 Service 4 Service 5 Service 6 Technical Service Catalogue Software Support Applications CapabilityDatabasesHardware Keeps service information away from business information Provides accurate and consistent information enabling service-focussed working
- 27. Service Level Management Service Level Agreement – Operational Level Agreements Internal – Underpinning Contracts External Organisation Supplier Management – Can be an annexe to a contract – Should be clear and fair and written in easy-to-understand, unambiguous language Success of SLM (KPIs) – How many services have SLAs? – How does the number of breaches of SLA change over time (we hope it reduces!)?
- 28. Things you might find in an SLA Service Description Hours of operation User Response times Incident Response times Resolution times Availability & Continuity targets Customer Responsibilities Critical operational periods Change Response Times
- 29. Types of SLA Service-based All customers get same deal for same services Customer-based Different customers get different deal (and different cost) Multi-level These involve corporate, customer and service levels and avoid repetition
- 30. Right Capacity, Right Time, Right Cost! This is capacity management Provide the required IT Infrastructure in a cost effective manner while also meeting it’s requirements Ensure optimum utilization of IT infrastructure Work on current & future needs Balances Cost against Capacity so minimises costs while maintaining quality of service
- 31. Is it available? Availability Management 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 Resilience increases availability – Service can remain functional even though one or more of its components have failed
- 32. ITSCM – what? IT Service Continuity Management To create & manage IT service continuity & recovery plans To reduce potential disaster occurrence To negotiate & manage necessary contracts with 3rd parties 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
- 33. Supplier Management Manage supplier relationship & performance Ensure the Right & Relevant contracts with supplier Manage the contracts throughout their lifecycle Create & maintain Supplier Policy, List & Contracts Database
- 34. Information Security Management Confidentiality Making sure only those authorised can see data Integrity Making sure the data is accurate and not corrupted Availability Making sure data is supplied when it is requested
- 35. Service Transition Build Deployment Testing User acceptance Bed-in
- 36. Good service transition Set customer expectations Enable release integration Reduce performance variation Document and reduce known errors Minimise risk Ensure proper use of services
- 37. Knowledge management Knowledge Management = Gather, Analyze, Store & Share the knowledge 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 Make sure that a Right & Relevant information at Right time is available for organization’s requirements (e.g. Customer details, contract/SLA data)
- 38. Service Asset and Configuration SACM = Know what you have Managing these properly is key Provides Logical Model of Infrastructure and Accurate Configuration information Controls assets Minimised costs Enables proper change and release management Speeds incident and problem resolution
- 39. Configuration Management System Service Management KB Asset and Configuration Info Change Data Release Data Application Data Document Definitive Media Library Configuration Management DB
- 40. Change Management – or what we all get wrong! Change Management = Minimize the Impact of Change 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)
- 41. Change Types Normal Non-urgent, requires approval Standard Non-urgent, follows established path, no approval needed Emergency Requires approval but too urgent for normal procedure
- 42. Change Advisory Board 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
- 43. Release Management Release & Deployment Management = Bring in the change Carefully Release is a collection of authorised 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
- 44. Phased or Big Bang? In Big Bang approach the new or changed component is deployed to all user areas in one go 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
- 45. Service Operation Maintenance Management Realises Strategic Objectives and is where the Value is seen
- 46. Processes in Service Operation Incident Management Problem Management Event Management Request Fulfilment Access Management
- 47. Functions in Service Operation Service Desk Technical Management IT Operations Management Applications Management
- 48. Incident Management 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
- 49. Event Management 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
- 50. Request Fulfilment Information, advice or a standard change Should not be classed as Incidents or Changes Can we give more examples?
- 51. Problem Management Aims to prevent problems and resulting incidents Minimises 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
- 52. Access Management Right things for right users at right time Concepts Access Identity (Authentication, AuthN) Rights (Authorisation, AuthZ) Service Group Directory
- 53. Service Desk Service Desk = Single & the First Point Of Contact • Local, Central or Virtual • Examples? • Single point of contact • Skills for operators – Customer Focus – Articulate – Interpersonal Skills (patient!) – Understand Business – Methodical/Analytical – Technical knowledge – Multi-lingual • Service desk often seen as the bottom of the pile – Bust most visible to customers so important to get right!
- 54. Local Service Desk ABC Ltd. Delhi ABC Ltd. Hyderabad ABC Ltd. Bangalore ABC Ltd. Pune SD SD SD SD The desk is co-located within or physically close to user premises
- 55. Centralized Service Desk ABC Ltd. Delhi ABC Ltd. Hyderabad ABC Ltd. Bangalore ABC Ltd. Pune Helpdesk 011-232425 Single Service Desk at a possible central location Can be a group of service desks Integrated at a single location
- 56. Virtual Service Desk ABC Ltd. Delhi ABC Ltd. Hyderabad ABC Ltd. Bangalore ABC Ltd. Pune SD London SD SydneySD Beijing SD New York Networ k Cloud 1800XX 1st Caller Answer to 1st Caller 1800XX 3rd Caller Answer to 3rd Caller 1800XX 2nd Caller Answer to 2nd Caller 1800XX 4th Caller By using the extensive technology, an appearance of a single / centralized desk Primarily used in Off-shoring kind of services
- 57. Follow the SUN Indian Standard Time Responding SD Region 10 AM 3 PM 8 PM 1 AM5 AM AUS USA EST UK IND USA PAC 24 Hrs of Desk Team which is in Day time picks up the call
- 58. Continual Service Improvement 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)
- 59. Service Measurement 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
- 60. 7 Steps to Improvement What should we measure? What can we measure? Gather data Process dataAnalyse data Present and use info Corrective action
- 61. ITIL Roles 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!
- 62. More Roles Business Relationship Manager Service Asset & Configuration Service Asset Manager Service Knowledge Manager Configuration Manager Configuration Analyst Configuration Librarian CMS tools administrator
- 63. Functions and Processes 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. ??
- 64. ITIL Results Proven Results: (IDC study of companies who implemented ITIL solutions) >50% decrease in system & network downtime >30% improvement in IT staff productivity >25% improvement in bringing new services online 64
- 65. Official ITIL Resources OGC Site The Office of Government Commerce (The official owners of ITIL) www.ogc.gov.uk; www.itil.co.uk APM Group (The official ITIL certification and exam provider) www.apmgroup.co.uk ; www.itil-officialsite.com/home/home.asp TSO (The official ITIL publishers) - to order the ITIL books www.tso.co.uk ; www.tso.co.uk/itil Other Stakeholders – itSMF (The World's Largest ITIL User Group) www.itsmf.com; www.itsmf.ca; www.itsmfusa.org – EXIN - www.exin-exams.com – Loyalist College - www.itilexams.com – ISEB - www.bcs.org/iseb
- 67. Thank you.