I nformation T echnology I nfrastructure L ibrary I nformation T echnology I nfrastructure L ibrary...

II nformation nformationTT echnology echnology II nfrastructure nfrastructureLL ibrary ibrary

Mary Kay Mary Kay WegnerWegner

Help Desk Northwest @ MKWEGNER

ITIL OverviewITIL OverviewITIL GoalsThe Service Desk

(why should we be so excited about ITIL)

Service Support Processes & Service Delivery Processes

Resources (including certification and implementation)


ITIL GoalsITIL Goals

1. Align IT Services with the business needs (current and future)

2. Improve the quality of IT services

3. Reduce the long-term cost of provisioning IT services


But first … a little But first … a little contextcontextWhere and when did ITIL

originate?Which companies will benefit?Why all the excitement …

now?


ITIL ProcessesITIL ProcessesService Delivery -

Defining quality services & the framework within which to deliver them; more strategic in nature; working with the customers of IT Services

Service Support –

Supporting quality services; operational/tactical in nature; working with the users of IT services


ITIL ProcessesITIL ProcessesService Support

SERVICE DESK function

Incident Management Problem Management Configuration Management Change Management Release Management

Service Delivery

Service Level Management Availability Management Capacity Management IT Service Continuity Financial Mgmt of IT Services


SERVICE DESKSERVICE DESKThe question is not …

““Why Should We Have A Why Should We Have A Service Desk?”Service Desk?”

The question is …

““What Would We Do What Would We Do Without One?”Without One?”


SERVICE DESKSERVICE DESKA function, not a processThe goals of the service desk are

to:– Provide a single point of contact for

customers and users– Facilitate the restoration of normal

operational service with minimal business impact on the customer within agreed service levels and business priorities


SERVICE DESK SERVICE DESK responsibilities:responsibilities:

Serve as SPOC (single point of contact)

CommunicationRecording, Assessment & TrackingMonitoring & EscalationCoordinationResolution & ClosureProvide Management InformationProblem Identification


SERVICE SERVICE DESKDESK

INCIDENT MGMT PROBLEM MGMT CONFIG MGMT

CHANGE MGMT RELEASE MGMT

Service SUPPORT Processes

Operational, addressing the support of IT service “consumers” aka USERS


Service Support Service Support ProcessesProcessesIncident ManagementProblem ManagementConfiguration ManagementChange ManagementRelease Management


Incident ManagementIncident ManagementThe primary objectives are to …

– Restore normal service operation as quickly as possible (and)

– Minimize the adverse impact on business operations

“Normal Service Operation” is defined as service operation within Service Level Agreement limits


Incident Mgmt Incident Mgmt ACTIVITIESACTIVITIES

Incident detection and recordingClassification and initial supportInvestigation and DiagnosisResolution and RecoveryIncident ClosureOwnership, monitoring, tracking

and communication


TERMINOLOGY: PriorityTERMINOLOGY: PriorityIMPACT

(business criticality)+

URGENCY(the necessary speed to solve an

incident)=

PRIORITY


TERMINOLOGY:TERMINOLOGY:Incident or Service Incident or Service Request?Request?An incident is defined as any event

which (a) is not part of the standard operation of a service and (b) causes, or may cause, an interruption to, or reduction in, the quality of service

A service request represents an addition, modification or deletion of an existing service or component


TERMINOLOGY:TERMINOLOGY:Incidents or Problems?Incidents or Problems?

An incident is defined as any event which (a) is not part of the standard operation of a service and (b) causes, or may cause, an interruption to, or reduction in, the quality of service

A problem is an unknown underlying cause of one or more incidents


Problem ManagementProblem ManagementThe primary objective is the …

Detection of the underlying causes of an incident and its subsequent resolution and prevention.

Seeks to get to the root cause of incidents and then initiates actions to improve or correct the situation


Problem Mgmt Problem Mgmt ACTIVITIES ACTIVITIES Problem ControlError ControlProactive Problem Management

Note: very often the problem manager and the knowledge manager are one and the same person (so closely interrelated)


PROBLEM CONTROLProblem

identification and recording

Problem classification

Problem investigation and diagnosis

Note these activities are distinct from incident management

ERROR CONTROL Error identification

and recording Error assessment Recording error

resolution (investigation of solution; the creation of a request-for-change RFC)

Error closure Monitoring problem

and error resolution progress


Proactive Problem Proactive Problem MgmtMgmtTrend AnalysisTargeting support actionProviding information to the

organizationConducting major problem

reviews


If you never get past IncidentIncident ManagementManagement

you will never stop being a REACTIVEREACTIVE

Service Desk!!


Configuration Configuration ManagementManagement

The primary objective is the

identification, recording and reporting of IT components, including their versions, constituent components and relationships.

Asset Management on Steroids!!


Config Mgmt Config Mgmt ACTIVITIES ACTIVITIES Planning (the hardest part) Identification (selecting which

specifics, allowing only those details into the CMDB)

Control (maintaining internal controls)

Status Accounting (current and historical status on each CI)

Verification & Audit (more formal validation/audit, identify discrepancies and fix process)


Config Mgmt Config Mgmt TERMINOLOGY TERMINOLOGY CI – configuration item; each

component in the IT infrastructureCMDB – configuration

management databaseDSL – definitive software libraryBaseline – a snapshot of details

about each CI at a moment in time


Config MgmtConfig Mgmt


Change ManagementChange Management Ensures that standardized methods

and procedures are used for efficient and prompt handling of all changes to minimize the impact of change-related incidents on business operations.

Focused on approvals and internal controls

Recommendation: Change Advisory Board


Release Mgmt Release Mgmt ACTIVITIESACTIVITIESAs distinct from change management … release management processes

include the planning, design, build, configuration and testing of hardware and software through the use of formal procedures and checks before packaging and distributing releases into the production/customer environment.


RM Key Performance RM Key Performance Indicators (KPI’s)Indicators (KPI’s)• % of releases on time and

budget• # of Incidents caused by

releases• Accuracy of DSL• Software licensing compliance• Accuracy of CMDB


What a wonderful world it What a wonderful world it would be …would be …

SERVICE SERVICE DESKDESK RELEASE MGMT

INCIDENT MGMT

PROBLEM MGMT

CONFIG MGMT

CHANGE MGMT


BREAKBREAK


SERVICE SERVICE DESKDESK

AVAILABILITY MGMT

CAPACITY MGMT CONTINUITY MGMT

FINANCIAL MGMT SERVICE LEVEL MGMT

Service DELIVERY Processes

Strategic, addressing the customers of IT services – those who commission, pay

for and own the IT Services


Service Delivery Service Delivery ProcessesProcesses Service Level Management Availability Management Capacity Management IT Service Continuity Management Financial Management for IT Svcs


Service Level Service Level ManagementManagement

To maintain and improve IT service quality through a constant cycle of identifying, agreeing to, monitoring and reporting on IT Service achievements. This process involves more than just creating Service Level Agreements.


Service Level Mgmt Service Level Mgmt ACTIVITIESACTIVITIES

Create a service catalogNegotiate and manage Service Level

Agreements (SLAs) Implement Service Level

ManagementConduct service review meetings Implement a service level

improvement programEstablish SLA, contract and OLA

maintenance cycle


Financial Mgmt for IT Financial Mgmt for IT ServicesServicesWhat?

– Budgeting– Accounting– Charging (optional)

Why?– Increase confidence in IT budgets– Enhance accuracy of cost information

in support of IT investments


Availability Availability ManagementManagement Enables the business to

satisfy its objectives by delivering a cost effective and sustained level of availability.

Availability has a cost ~Unavailability has a cost too!


Availability Mgmt Availability Mgmt BENEFITSBENEFITSDesign IT services to deliver

levels of availability required by the business

Provide availability reporting to demonstrate reliability and maintainability

Reduce over time the frequency and duration of incidents that impact availability


Availability Mgmt Availability Mgmt BENEFITSBENEFITS A single point of accountability (process owner) is

established within the IT organization IT Services are designed to meet the IT Availability

requirements determined from the business The levels of IT Availability are cost justified The levels of Availability required are agreed to, measured,

and monitored to fully support Service Level Management Shortfalls in achieving the required levels of availability are

recognized and appropriate corrective actions identified and implemented

A business and user perspective of IT Service Availability is taken toe nsure optimal usage and performance to deliver maximum benefit

The frequency and duration or IT Service Failures is reduced over time

IT support organization mindset moves from error correction to service enhancement; from reactive to proactive focus

The IT support organization is seen to add value to the business


Capacity ManagementCapacity Management Ensures that the capacity of

the IT Infrastructure matches the evolving demands of the business in the most cost-effective and timely manner


Capacity Mgmt Capacity Mgmt ACTIVITIESACTIVITIES

Ongoing– Monitoring– Analysis– Tuning– Implementation– Demand Management– Storage of Data in the CDB

Ad Hoc– Modeling– Application Sizing

Regular Activities– Production of the Capacity Plan


IT Service Continuity IT Service Continuity MgmtMgmt

~ aka ~ “Disaster Recovery”

Business Impact AnalysesRisk AssessmentsBusiness Continuity Strategy


ITIL ProcessesITIL ProcessesService Support

SERVICE DESK function

Incident Management Problem Management Configuration Management Change Management Release Management

Service Delivery

Service Level Management Availability Management Capacity Management IT Service Continuity Financial Mgmt of IT Services


Discussion …Discussion …Who (or what) can be ITIL

certified?How is your organization

measured against ITIL objectives?

How do we “sell” ITIL?What do we implement first?Other resources … see handout


ITIL Certifications …ITIL Certifications …• ITIL FOUNDATION CERTIFICATE

No prerequisites (orientation training helpful)One-hour, 40 questions, all multiple choice

• ITIL PRACTITIONER’S CERTIFICATERequires: Foundation cert + practical experience1) In-course assessment2) Two-hour, 40 question, multiple choice re: case

study. [8 of 10 processes have associated practitioner certifications (nothing for continuity mgmt or release mgmt)]

• ITIL MANAGER’S CERTIFICATERequires: Foundation cert; 3 years + training1) In-course assessment2) Three-hour case-study essay exam in Service

Delivery3) Three-hour case-study exam in Service Support


Selling others on the value of Selling others on the value of ITILITIL “ PAIN can be a great motivator

… few organizations developed a comprehensive service management approach from the start. Most come to the realization that their IT service provision is inconsistent at best, or out-of-control at worst. “


A phased approach …A phased approach …

The implementation of ITIL processes (or improvements to existing processes) brings benefits immediately. An organization does not need to wait until all processes are in place to realize significant benefits!!


ITIL and MOFITIL and MOF The ITIL philosophy is to “adopt and adapt,” and that’s just what

Microsoft did when it created Microsoft Operations Framework. MOF is a set of publications providing both descriptive (i.e., what to do and why) and prescriptive (i.e., how to do) guidance on IT service management.

Microsoft published the first elements of MOF in 2000 for customer, partner and internal use. Microsoft created MOF with the following objective in mind: Create comprehensive operations guidance to help customers achieve mission-critical production system reliability, availability, and manageability on the Microsoft platform.

The Microsoft Operations Framework provides in-depth technical guidance and consulting support for the operation of mission-critical systems on Microsoft technology.

ItSMF recognized MOF for providing technical guidance that covers the entire spectrum of IT management, addressing the people, process, technology and management issues involved in complex, distributed and heterogeneous IT environments.

To develop MOF, Microsoft worked with partners that have extensive experience with mission-critical computing. The framework is built on best practices from the IT Infrastructure Library, a series of books that hundreds of organizations around the world use for comprehensive guidance on providing quality IT services.

II nformation nformationTT echnology echnology II nfrastructure nfrastructureLL ibrary ibrary

Mary Kay Mary Kay WegnerWegner

I nformation T echnology I nfrastructure L ibrary I nformation T echnology I nfrastructure L ibrary...

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