Introduction to itil v3/ITSM Processes and Functions
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The document provides an overview of ITIL V3, focusing on best practices for IT service management (ITSM) and the ITIL service lifecycle, including service strategy, design, transition, operation, and continual improvement. It emphasizes the necessity of aligning people, processes, products, and partners to optimize IT services and improve customer satisfaction while managing incidents, problems, and changes effectively. Key concepts such as service value, service level management, and the roles and responsibilities within ITSM processes are also highlighted.
Introduction to itil v3/ITSM Processes and Functions
- 1. Introduction to ITIL v3
- 2. Agenda Part 1 • Introduction to ITIL & ITSM • ITIL Lifecycle overview • Service Strategy • Service Design • Service transition Part 2 • Service Operation • Processes & Functions • Continual Service Improvement • Summary
- 3. ITIL • Information Technology Infrastructure Library • A set of best practice • Owned by Office of Government Commerce - OGC • Worldwide de facto approach for IT Service Management • Adopted and/or adapted • People - Process - Products - Partners - • ISO 20000
- 4. “Most companies have good people, the companies that win in the long term have the best practices” - Peter Drucker (“Father of Modern Management”)
- 5. Before ITIL
- 6. After ITIL • Customer satisfaction • Improved availability = business profits • Management • Clarifies services & expectation • Provides a base line to measure services • Improved decision making and optimized risk • Staff • Clear roles & Responsibility • Clarifies priorities
- 7. Service • A means of delivering value to customers Fulfills one or more of the customer’s needs Supports customers business objective • Examples 1. Service Desk 2. IT Services 3. Database Administration 4. Application Development
- 8. Process • A structured set of activities designed to accomplish a specific objective • Transforms inputs into outputs Inputs Activities Outputs Process
- 9. Process Characteristics • Measurable • Deliver a specific result • Deliver results to a customer or stakeholder (internal or external) • Respond to a specific event
- 10. Process & People • People can play multiple roles within various processes while having one job • Each process in the ITIL lifecycle has one Process Owner Process A Process B Process C
- 11. ITSM • ITSM = Information Technology Service Management • ITSM is a set of processes • Service Support and Service Delivery processes aligned to meet the needs of the business with an appropriate mix of People - Process - Products - Partners -
- 12. a) Best practice b) Standard c) Process d) Policy ITIL is best described as a: Exercise
- 13. a) They are measurable. b) They support external Customers. c) They eliminate the impact of a Problem. d) They are specific to a particular job. Which statement is true for ALL processes?
- 14. a) They deliver costs to Customers. b) They deliver change to Customers. c) They deliver value to Customers. d) They deliver business solutions to Customers. Which statement is correct for all IT services?
- 16. Service Strategy • How do we create value for our customers? • How should we define service quality? • What services should we offer? • How do we differentiate ourselves from competition? • How do we allocate resources?
- 17. Value Functionality offered by a Product or Service to meet a particular need A promise or guarantee that a product or Service will meet its agreed requirements.
- 19. Buying a Car UTILITY • How am I going to use this car? • How will this car improve my life? • What am I going to get from this car? WARRANTY • What’s the guarantee on the transmission? • What’s the bumper-to bumper guarantee? • Is road side assistance included?
- 20. Resources & Capabilities RESOURCES Raw materials Money Infrastructure Applications Information People CAPABILITIES Skills Management Organization Processes Knowledge People Organizations use resource & capability assets to create value in the form of goods & services
- 21. Key Processes • Service Portfolio Management • Demand Management • Financial Management
- 22. Business Relationship Management • Customer centric activities • Constant communication with customer • Helps to know the improvements & future scope for business • Usually the First Point of contact for the customer especially for buy-in
- 24. Service Design “Good design is the most important way to differentiate ourselves from our competitors.” - Yun Jong Yong (Samsung Electronics CEO)
- 25. Key Processes • Availability Management • Capacity Management • ITSCM • Supplier Management • Service Level Management • Information Security Management • Service Catalogue Management
- 26. Availability • Ability of a Configuration Item or IT Service to perform its agreed Function when required. (AST-DT) X 100 Availability = ------------------------ % AST (AST = Agreed Service Time & DT = Downtime)
- 27. Availability Management Availability Management = Ensure IT is working as agreed
- 28. Show Time!!! (Availability is Important)
- 29. Service Level Management Service Level Management = Negotiate & Agree Service Levels with client Business Context IT Provider Internal IT Provider IT Organizations Network Operating ... HWOLA UC IT customer SLA External Provider Service Portfolio
- 30. Things you find in 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
- 31. Service Portfolio Vs Service Catalogue Service Catalogue Management = Services Ready to Use SPM = How to bundle/package the services
- 32. 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 • Balance SLAs & Cost factors while planning for service continuity ITSCM= Recover from disaster as per agreed & applicable SLA
- 33. Show Time!!! (Disaster Management)
- 34. Information Security Management • To prevent Unauthorized Access (& allow Authorized Access) • To provide effective security measures at Strategic, Tactical & Operational organizational Levels • To enable organization to do a business “Safely” • To comply with Security Requirements as per SLA ISM = Protect your Data & Information
- 35. Show Time!!! (Security adoption)
- 36. Exercise a) Service Design b) Service Optimization c) Service Transition d) Continual Service Improvement Which is NOT a stage in the Service Lifecycle?
- 37. a) There will very few Problems with the service. b) Problems are fixed free of charge. c) The service is fit for purpose. d) Customers are assured of certain service levels. What does “Warranty” of a service mean?
- 38. a) Ensure that service availability matches the agreed levels b) Report on the availability of services c) Guarantee service availability d) Ensure that all targets in the Service Level Agreements are met What is the main objective of Availability Management?
- 39. a) Service Desk Analysts b) Director of Operations c) Chief Executive Officer d) Service Level Manager Who negotiates Service Level Agreements?
- 41. Service Transition • CONTROLLED transition of new & changed IT services into operation IT Service OperationTransition
- 42. Key Processes • Service Validation & Testing • Transition Planning & Support • Release & Deployment Management • Service Asset & Configuration Management • Change Management • Knowledge Management
- 43. Service Asset & Configuration Mgmt. • Track & report the value & ownership of IT assets • Maintain information about Configuration Items(CI) Types of CIs SACM = Know what you have
- 44. Change Management • Change is the process of moving from one defined state to another • Ensure change happens in a controlled manner Change Management = Minimize the Impact of Change
- 45. Value to business • Prioritize and Respond to business and customer change proposals • Optimized business cost and risk • All changes are recorded • Efficient and prompt handling of all changes Note: Change Management does NOT implement change
- 46. Change Types • Standard Changes • Routine Changes/established procedure / no disruption to IT services • E.g. updating the Anti-Virus software is a standard Change • Emergency Changes • Crucial & to be implemented immediately. • Disruptive and prone to failure • E.g. the some ports in critical switch has gone down. Therefore, a new switch needs to be installed
- 47. Key Concepts • Request for Change (RFCs) • Change Classification & Prioritization • Change Advisory Board (CAB) • Approves Changes after assessing and prioritizing • Change Manager is the only permanent member on the CAB & ECAB • Emergency Change Advisory Board (ECAB) • To review urgent changes • Few members required (typically Senior Managers) • Availability after shift hours
- 48. • Forward Schedule of Changes (FSC) • Details of all approved changes and their implementation dates for an agreed period • Projected Service Availability (PSA) • Determine the best time for a change implementation • Back Out Plan • To bring the systems back to original state it was in before the change started
- 49. Lifecycle RFC submission; Recording Acceptance; Filtering RFCs Rejection, Possibly New RFC Classification; Category & Priority Urgent? Yes Urgent Procedure Planning; Impact & Resources NoCo-ordination Build Test Implement Working? StartBack-out plan No Maybeiterative Evaluation & Close Yes ConfigurationManagementprocessestheinformation AndmonitorsthestatusofConfigurationItems
- 50. Metrics • Number of Rejected RFCs • Number of Incidents occurring due to implemented Changes • Number of successful changes • Number of unsuccessful changes • Number of backed out changes • Average Time needed to implement a Change • Number of incidents resolved by implementation of a Change
- 51. Roles & Responsibilities • Change Manager • Chairperson of the CAB • Filtering and accepting RFCs • Planning and coordinating implementation of changes • Obtaining authorization for change • Reviewing Implemented Changes • Convening ECAB meetings • Generating Change Management reports • May have Change coordinators to support
- 52. • CAB Member • Participates in all CAB meetings • Helps in reviewing all RFCs to estimate impact • Participates in Scheduling Changes
- 53. Show Time!! (Ignorance can be costly)
- 54. Knowledge Management Knowledge Management = Gather, Analyze, Store & Share the knowledge
- 55. Exercise a) Ensuring that all Changes to IT infrastructure are managed efficiently & effectively. b) Ensuring that all Changes have appropriate back-out plans in the event of failure. c) Ensuring that all Changes are recorded, managed, tested & implemented in a controlled manner. d) Protecting services by not allowing Changes to be made. The objective of the Change Management process is most accurately described as…
- 56. Which of the following is NOT a CI? a) SLA Document b) CEO Laptop c) DB Server d) Username
- 57. Which of the following is NOT an activity of Change Management? a) Approve change b) Plan change c) Implement Change d) Review change
- 58. Part 2
- 59. Service Operations • Deliver agreed levels of service to users • Manage applications, technology & infrastructure that support the services • Only stage that actually delivers value to the customer • Great design is worth little if it cannot be delivered
- 60. Key Processes & Functions • Service Desk (FUNCTION) • Incident Management • Event Management • Request Fulfillment • Access Management • Problem Management • Technical Management (FUNCTION) • IT Operations Management (FUNCTION) • Application Management (FUNCTION)
- 61. Service Desk • FIRST Point of Contact (FPOC) • Keep an eye on agreed SLAs. • Log, Categorize, Assign, Own and Close requests • First Call Resolution (FCR) & First Level Diagnosis (FLD) • To coordinate & Communicate • Escalate as appropriate • Service Desk Metrics Reports to SDM Service Desk = Single & the First Point Of Contact
- 62. Help Desk Vs Service Desk
- 63. Types of Service Desk LocalServiceDeskCentralServiceDesk
- 64. Types of Service Desk Virtual Service Desk
- 65. Roles & Responsibilities • Service Desk Staff • To Perform all the activities of Service Desk as applicable • Service Desk Manager • To Oversee the functioning of Service Desk • To build Service Desk Team for new services • To Monitor the performance of Service Desk on regular basis • To identify & work on the Continual Improvement of Service Desk
- 66. Exercise a) Handling service requests b) Handling customer complaints c) Tracing the underlying cause of Incidents d) Providing information on products & services What is usually NOT an activity of the Service Desk?
- 67. a) Thorough testing to ensure services meet business needs b) Deliver & manage IT services c) Manage technology used to deliver services d) Monitor performance of technology & processes Which of the following is NOT an objective of Service Operation?
- 68. a) i only b) ii only c) Both of the above d) Neither of the above Which of the following statements are correct with regards to the Service Desk? i) It is a function that provides a means of communication between IT & its users. ii) It is always the owner of the Incident Mgmt. process.
- 69. Incident Management Incident Management – Give workaround Incident management = Restore Service ASAP
- 70. Value to business • Lower downtime to the business • Align IT activity to real-time business priorities • Identify potential improvements to services
- 71. Key Concepts • Incident • An unplanned interruption to an IT Service or reduction in the Quality of an IT Service. • E.g. Failure of one disk from a mirror set • Problem • Set of incidents with similar underlying “unknown” cause(s) • (A root cause of one or more incidents) • Service Request • Every Incident not being a failure in the IT Infrastructure • E.g. information, advice or documentation, standard change Password Reset
- 72. Priority • Impact • Evidence of effect upon business activities • Urgency • Evidence of effect upon business deadlinesPriority = Impact X Urgency
- 73. Escalation Mechanism 1. Functional Escalation • Through various functions or support group levels 2. Hierarchical Escalation • Through organizational hierarchy
- 74. Lifecycle Incident Detection & Recording Classification & Initial Support Investigation & Diagnostics Resolution & Recovery Incident Closure Request Fulfillment Procedure Is it a Request? Ownership, Monitoring, Tracking & Communication YES NO Escalation
- 75. Major Incident • Significant disruption to the Business • Short timescale target • Higher urgency
- 76. Metrics • MTTR • SLA Compliance • Total number of incident resolved • FCR, SCR %
- 77. Roles & Responsibilities • Incident Manager who is the overall in-charge of the Incident Management process and is responsible for: • Creating Process Reports • Organizing Management Information • Recommending measures • Usually this role is assigned to Service Desk Manager • Support Groups • Level 1 to Level n • Tech Specialist Group
- 78. Show Time!! (Incident Reporting)
- 79. Exercise What is the goal of Incident management? a) Restore services with minimal downtime to business b) Restore normal service operations ASAP c) Restore normal service operations within SLA d) Restore services immediately following disruption
- 80. What is the first step to be followed by Incident Management when an Incident occurs? a) Report incident b) Record incident c) Restore service d) Close incident
- 81. a) helping to control infrastructure costs of adding new technology. b) enabling users to resolve Problems. c) reducing the impact of service outages. d) helping to align people & process for the delivery of service. Incident Management provides value to the business by…
- 82. Problem Management • Problem : A cause of one or more Incidents. • Objective • Minimize impact of incidents and problems on business • Prevent recurrence of incidents. • To find root cause of incidents and initiate actions to improve or correct the situation. Problem Management = identify Root Cause of the incident(s) Eliminate Root Cause
- 83. Value to business • Higher availability of IT services • Higher productivity of business and IT staff • Reduced expenditure on workarounds or fixes that do not work • Reduction in cost of effort in fire-fighting or resolving repeat incidents.
- 84. Problem unknown root cause Error root cause is known Known Error Both root cause and a work around is known. Terminologies
- 85. Key Concepts • Workaround • A temporary solution / Quick Fix • Implementation by Incident team • Known Error • Root cause identified • Work around is available • Known Error Database
- 86. Types of Problem Management • Reactive Problem Management : • Identify the root causes of the Incidents. • Suggesting permanent solutions • Proactive Problem Management : • Prevent Incidents before they occur. • Identify weaknesses in the IT infrastructure and suggests methods to eliminate these
- 87. Determine the problem Create problem record Categorize problems Assign right resources to work Investigate & diagnose Arrive at error To Error Control Problem Control
- 88. Error Control Determine the Error Record error Categorize errors Assign right resources to work Investigate & diagnose Arrive at known error KEDB Raise RFC Close known error
- 89. Metrics • Number of incidents resulted in problem records • Number of proactive resolutions • Number of RFC raised • Number of RFC rejected by CAB • Number of RFC successfully implemented • Number of KEDB updates
- 90. Roles & Responsibilities • Problem Manager : Overall in-charge of the Problem Management process and is responsible for: • Developing and maintaining the process • Assessing effectiveness of the process • Managing the Problem Support staff • Providing Reports to management • Allocating resources to the Support activities
- 91. • Support Groups : Help the Problem Manager in Reactive and Proactive Problem Management through • Identifying and recording problems • Advising Incident Management team about workaround and fixes • Identifying trends and potential sources of problems • Submitting RFCs to prevent the occurrence
- 92. Exercise a) A Known Error is always the result of an Incident, a Problem is not b) There is no real difference between them c) In the case of a Known Error, there is a fault in the infrastructure, with a Problem there is not d) In the case of a Known Error, the underlying cause of the Problem is known What is the difference between a Problem & a Known Error?
- 93. a) It resolves serious Incidents b) It makes information on a Known Error available to the Service Desk c) It studies all Incidents resolved by the Service Desk d) It communicates the resolution directly to the user How does Problem Management support Service Desk activities?
- 94. ‘Targeting preventive action’ is part of … a) Proactive problem Management b) Problem Control c) Error Control
- 95. IT Operations Management(Function) • Ensure the Infrastructure Stability • Support day to day operational activities • Improve overall operational performance & saving costs • Initial level diagnosis (& resolution) of operational incidents IT Operations Management = Support day-to-day basic level operational activities
- 96. Roles & Responsibilities • IT Operation Manager • Leadership/Management activities • Management Reports • Shift Leader • Overall in-charge of shift activities • Roaster plans, reports, updates etc. • Analysts • Senior staff with more important workload assigned • Operators • All basic level jobs/ activities
- 97. Technical Management(Function) • Design IT Infrastructure • Maintain Technical Knowledge & Expertise • Availability resources during failure • Provide technical resources for complete lifecycle i.e. design, build , test, transition , implement & improve Technical Management = Maintain Technical Knowledge & Expertise
- 98. Roles & Responsibilities • Technical Managers/ Leads / Analysts / Operators / Specialists • Leadership/management activities • Arranging Trainings, other activities to update the technical knowledge • Reporting to senior management • Ensure policies/processes are in place for maintaining the technical data/knowledge
- 99. Applications Management(Function) • Manage applications throughout their lifecycle • Assist Design, Build, Test & implement applications • Maintain knowledge & expertise for Managing the applications • Make Application resources available • May be involved in Development project but it’s not their primary responsibility Application Management = Managing Application throughout their Lifecycle
- 100. Roles & Responsibilities • Application Managers / Team Leaders • Leadership & management activities • Reporting to Senior Management • Trainings & other activities to improve expertise & knowledgebase • Application Analysts / Architect • Work with first level users • Created & maintain standards for Application sizing, performance modeling etc. • Coordinate with Technical Management
- 101. Event Management • Event • A notification or alert created by IT Service, CI or Monitoring Tool • Event Management • A process of managing the events throughout their lifecycle • Typically done by IT Operation Staff • Alerts • An occurrence of something which triggers event or a call for action or a human intervention Event Management = Detect Events & decide appropriate Actions
- 102. Types of Events • Information • E.g. Backup job completed • Warning • E.g. Network traffic reaching a congestion point • Exception • E.g. Hdd1 in RAID has failed
- 103. Lifecycle • Recording, Filtering Events • Prioritization of Events • Exceptions Management
- 106. Continual Service Improvement • Review, analyze and make recommendations on improvement opportunities • Improve cost effectiveness of delivering IT services • Ensure applicable quality management
- 107. Deming's Circle Time Scale Maturity Consolidation level reached Continuous Step by step improvement DO CHECKACT PLAN
- 108. Service Measurement & Reporting There are 4 basic reasons to measure: • VALIDATE previous decisions • DIRECT activities to meet targets • JUSTIFY that a course of action is required • INTERVENE & take corrective action Present relevant data to the business: • Past period’s performance • Events that continue to be a threat going forward • How IT intends to deal with such threats
- 109. 7 Step to Improvement What should we measure? What can we measure? Gather data Process dataAnalyse data Present and use info Corrective action
- 110. • 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! Roles & Responsibilities
- 111. Exercise – Short Answers • What are the 4 P’s of Service Design? • People, products, processes, partners • List 3 reasons why organizations should adopt ITIL. • Increased customer satisfaction • Improved service availability • Financial savings • Improved time to market for new services • Improved decision making
- 112. • Explain the main difference between Incident Management & Problem Management. • Incident Mgmt. restoration of service • Problem Mgmt. with root cause. • Provide an example that illustrates the difference between utility & warranty.
- 113. Fill in the blanks 1. A problem with a known root cause is called as ………. 2. PDCA stands for ……………………………………….. 3. Restaurant ‘Menu Card’ is an example of ……………….. 4. Restore Services ASAP with ………………………… Process. 5. % FCR is a metric for ….…………………………. Function. 6. ………….. + ……………… creates VALUE. 7. Configuration Management is a part of …………………… ............................................ Lifecycle phase. Error Plan Do Check Act Service Catalog Incident Mgmt. Service Desk Utility Warranty Service Transition
- 114. Summary • IT infrastructure library • IT Service Management • 5 lifecycle phases – Service Strategy, Service Design, Service Transition, Service Operation, Continual Service Improvement • Availability Management • Change Management • Service Desk, Application Mgmt., IT Ops • Incident Management • Problem Management • Event Management • Service Measurement & reporting • PDCA
- 115. Thank you!! Prepared By Prasad Deshpande Special Thanks Rajesh Shelar