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Prof. Dr. Martin Leischner

Netzwerksysteme und TK

06.01.2019 10:48

© M. Leischner Service Management in Networks

Modul:

IT Infrastructure

Library(ITIL)

!

especially

important

presentation slide

Slide 1

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Basic concepts and introduction to ITIL

1. What is a service?

2. What is an asset?

3. What is service management?

4. What is a role?

5. What is a service provider?

6. What is a process?

7. What is a business process

8. What is ITIL?

9. What is the ITIL service lifecycle?

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A service provided by a service provider is means of

delivering value to customers

by facilitating outcomes customers want to achieve ( customer needs)

without the ownership of specific costs and risks.

The scope of service ranges from core service, general support to complex

service package.

A service that is straight consumed by the end user to do their work and is

something they demand and recognize.

( pay for service measure it SLA)

Examples:

Dropbox : online storage service

06.01.2019 10:48Service Management in Networks

What is a service?

Slide 3

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What is an asset?

A asset is any resource or capability that could contribute to the delivery of a

service.

Examples of assets are:

infrastructure, e.g. workstations, router, rooms, locker, …

management + organization,

processes,

knowledge + information,

people, employees ("human resources ")

applications,

financial capital

….

06.01.2019 10:48Service Management in Networks Slide 4

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What is service management?

The set of all technical and organizational capabilities for providing value to

customers in the form of services.

These abilities are available by functions and processes that the services

throughout their life cycle.

Examples of technical and organizational capabilities:

Planning of organizational processes

Customer support by a hotline

Specification and planning of services


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What is a service provider? What is a role?

A service provider is

an organizational unit supplying services

to one or more internal customers or external customers.

We can distinguish three different types of service provider:

Type I - Internal Service Provider. A service provider embedded within a business

unit. It provides IT services exclusively for this specific business unit.

Type II - Shared Services Unit. An internal service provider that provides shared IT

services to more than one business unit.

Type III – External Service Provider. A service provider that provides IT services to

external customers

Accordingly, services can be classified into type I (internal service), type II (internal

shared service), type III (external service).

A role assigns a set of responsibilities, activities and authorities to a person or team. It

describes the purpose of something. Examples:

Incident manager, configuration manager, process manager

1st level support


!

Slide 6

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Change of Paradigm: From Technique to Business -

Value chains and business processes

The goal of every factory or company is to make money.

Essential idea: network as a factory.

Adding value to an (intermediate) product step by step: value chain

The value chain represents all the internal activities to produce goods and services.

(primary activities and support activities)

A value chain is decomposed into several business processes.

primary activities are decomposed into core business processes.

Essential idea:


factory

networkresource(as "raw material")

commu-nicationproducts

adding value

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Slide 7

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Business processes and production


„factory“

processes

process management(monitoring, reporting by process

managers)

process enabler(actors and resources)

monitoring of quality parameters

performing activities

„raw materials,

labor, energy “ „product“

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Slide 8

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What is a process?

A process is

an organizational flow of activities that lead to a defined result, e.g. set up a virtual

machine on VMware.

takes one or more defined inputs ("events") and turns them into defined outputs.

A process manager

is responsible for the operational management of a process ("planning", "monitoring",

"report")

A process owner

is held accountable for ensuring that a process is fit for purpose.


Aus: OGC 2007, Service Strategy

!

Slide 9

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What is ITIL?

A framework for IT service management

Naming of processes

Structuring and grouping of processes

Generic processes

de-facto standard for professional ITSM

ITIL was developed (in late 1980s) by the Office of Government Commerce

(OGC) that is the Britain’s Central Computer and Telecommunications Agency

2000: ITILv2 2007: ITILv3 Current version: ITIL Edition 2011

ITIL

is not immediately applicable.

can not be directly implemented.

ITIL requires

adjustments to the respective company

extensive preparatory work

general rethinking of IT services management


!

Slide 10

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Lieferanten

Problem-

Mgmt.

Incident-

Mgmt.

Release-

Mgmt.Service

Desk

Change-

Mgmt.

Configuration-

Mgmt.

Service-

Level-

Mgmt.

Capacity-

Mgmt.

Availability-

Mgmt.

Continuity-

Mgmt.

Financial-

Mgmt.

Design & Plan

Deployment

Operations

Techn. Support

Business Perspective Prozesse

Service DeliveryAppl. Mgmt.

Infrastr. Mgmt. Service Support

Business Perspective

Kunden

Anwender

Transfer

Externe

Dienstleister

Gebäude

Personal

Hardware

Software

Lieferanten Leistungserbringer (IT Services) Leistungsabnehmer

Taktisch

Strategisch

Operativ

Requirements

Design

Build

Deploy

Operate &

Optimize

Abbildung von: Axel Hochstein, Institut für Wirtschaftsinformatik, Universität St. Gallen

Slide 11

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Brief Description: ITILv2 Service Delivery Processes

Service Level Management:

Service-level management provides for continual identification, monitoring

and review of the levels of IT services specified in the service-level

agreements (SLAs). It is the primary interface with the customer

Availability Management:

Addresses the ability of an IT component to meet the agreed Service Levels

defined in SLAs.

Important activity: monitoring the achieved availability levels.

Continuity Management:

It defines and plans all measures and processes for unpredicted events of

disaster.

Capacity Management:

It supports the optimum and cost-effective provision of IT services by

helping organizations match their IT resources to business demands

Financial Management:

IT Financial Management comprises the discipline of ensuring that the IT

infrastructure is obtained at the most effective price.


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Brief Description: ITILv2 Service Support Processes

Service Desk:

Single point of contact (SPOC) for users and IT employees.

Incident Management:

Restore a normal service operation as quickly as possible.

Problem Management:

Resolve the root causes of incidents and to minimise the adverse impact of

incidents caused by errors.

Change Management:

Aims to ensure that standardised methods and procedures are used for

efficient handling of all changes.

Release Management:

distribution of software and hardware, including license controls.

Configuration Management:

Management and traceability of every aspect of a configuration from

beginning to end ( CMDB)


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ITIL Edition 2011

ITILv3 is (only) an extension of ITILv2

ITILv3 is focused on

a service's lifecycle

on customer's perspective

and needs of the business

ITILv3 processes are grouped into five stages :

Service Strategy determines by a strategy which services the IT organization is to

offer and what capabilities need to be developed. To do this you first have to

analyse customer needs and the market place.

Service Design comprises the design of new services, as well as changes and

improvements to existing ones.

Service Transition builds and deploys IT services.

Service Operation makes sure that IT services are delivered effectively and

efficiently. Responsible for the day-to-day business.

Continual Service Improvement realizes a control loop of quality management.

ITIL 2011 takes into account feedback from the user. Not entirely new

concepts are introduced.


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What is the ITIL service live cycle?

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© M. Leischner Service Management in Networksfrom: http://eatrek.blogspot.de/2012/01/itil-and-ea-revisited.html

!

Slide 15

http://www.buero-complete.de/notiz.gif


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Service Strategy

• Idea behind service strategy

• Value of a Service

• Service Portfolio Management

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IT must be aligned with the business as a whole and are not just focused on

technical concerns.

Understanding IT service management as a substantial value for the

business as whole

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ITIL Service Strategy

Order MgmtLogistics

AccountingProduction

Mail

SAP

Web

Internet

Business Processes

IT Services

IT Infrastructure

!

Service Management in Networks Slide 17



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No products, but services !!!

Allow the organization to understand the values of the IT services to the

business outcome

Consistently provide valuable services to the customers / users by

understanding the intrinsic values

Deliver services that are seen by the customers to be valuable (delivering

business outcome and achieving business objectives)

Defining a strategy for managing services.

How do I run my IT service management?

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ITIL Service Strategy

Customers do not want drills, they want holes

Customers do not want drills, they want holes

!




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Value of a Service: Combining two primary elements

from: ITIL 2011 Edition

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Service Utility / Functionality

What customer receives (outputs)

Example: Students will be able to submit a incident ticket if WLAN doesn't work.

Service Warranty

How service is delivered/suitability for use (availability, capacity, continuity, security)

Example: The incident ticket will be processed by the help desk within 10 minitues of

receipt.

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Value of a Service from Customer Perspective

Service

Service Utility

Functionality

“Meets a particular need“

Increases performance

Defined by

1. Supported outputs

2. Avoiding costs and risks

Service Warranty

Quality

“suitable for use“

Reduces variation in performance

Defined by

1. Availability

2. Capacity

3. Continuity

4. Security from: Martin Sarnovský, Service Strategy, Faculty

of Electrical Engineering and Informatics Technical University of Košice

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Process: Service Portfolio Management

Pipeline

Concept

Concept

Concept

Service

ServiceService

Service

Service

Service

Service Portfolio

Retired

Services

Ressourcen

bind use release

Services

nach: Böttcher, Roland: IT-Service-Management mit ITIL – 2011 Edition. Heise Verlag, 3. Auflage, 2013 (ppt-Erstellung: M. Kannen)

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Service Catalogue

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Objective: Manage customers demand on services

Understand, anticipate and influence customer demand for services.

Demand Management works with Capacity Management to ensure that the

service provider has sufficient capacity to meet the required demand.

Make sure to have enough, but not too much capacity.

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Prozess: Demand Management




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To provide business and IT departments transparent financial planning data

and costs of provided IT services, value of assets and qualification

To monitor costs of service provisioning cost and analyze the structure of

this cost as well as the profitability of services.

(Difficult in this case is the assignment of general cost to individual services)

Accurate planning and forecasting of the budget needed to cover the cost of

service.

Process is highly interconnected with entire organization

Used to answer important questions for an organization:

Which services cost us the most, and why?

What are our volumes and types of consumed services, and what is the correlating

budget requirement?

Where are our greatest service inefficiencies?

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Process: Financial Management for IT Services


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Purpose: To maintain a positive relationship with existing customers and

potential customers. Ensures that appropriate services are developed to meet

those needs.

Sub-Processes:

Maintain Customer Relationships.

To understand the needs of existing customers and establishes relationships with

potential new customers.

Identify Service Requirements.

To understand and document the desired outcome of a service. Decide, if a new or

changed service must be created.

Sign up Customers to Standard Services.

Customer Satisfaction Survey.

To plan, carry out and evaluate regular customer satisfaction surveys.

Handle Customer Complaints.

Monitor Customer Complaints.

To monitor the processing status of outstanding customer complaints.

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Process: Business Relationship Management


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Overview: ITIL Service Strategy

Business Relationship Management

Process Objective: To maintain a positive

relationship with customers. Business Relationship

Management identifies the needs of existing and

potential customers and ensures that appropriate

services are developed to meet those needs.

Strategy Management for IT Services

Process Objective: To manage the service portfolio.

Service Portfolio Management ensures that the

service provider has the right mix of services to

meet required business outcomes at an appropriate

level of investment.

Service Portfolio Management

Prozessziel: Verwalten des Serviceportfolios.

Service Portfolio Management stellt sicher, dass

der Service Provider die richtige Mischung an

Services bereithält, um die notwendigen

Geschäftsergebnisse mit einem angemessenen

Investitionsniveau zu erfüllen.

from: ITIL Wiki, http://wiki.en.it-processmaps.com/index.php/Main_Page




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Overview: ITIL Service Strategy

Demand Management

Process Objective: To understand, anticipate

and influence customer demand for services.

Demand Management works with Capacity

Management to ensure that the service

provider has sufficient capacity to meet the

required demand

Financial Management für IT-Services

Process Objective: To maintain a positive

relationship with customers. Business

Relationship Management identifies the needs

of existing and potential customers and

ensures that appropriate services are

developed to meet those needs

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from: ITIL Wiki, http://wiki.en.it-processmaps.com/index.php/Main_Page




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ITIL Service Design

1. Service Design Objectives

2. Service Design Aspects

3. Service Design Processes:

Catalogue Management

Capacity Management

IT Service Continuity Management

Information Security Management

Supplier Management

Service Level Management

Service Availability Management

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Service Management in Networks

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Slide 27

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Objectives of Service Design


Design services to satisfy business objectives.

Design of services that are as powerful, stable, low-risk and cost-effective

as possible, so that only minimal improvements are necessary in the further

life cycle.

Identification and management of risks prior to transfer to operation.

Design of service management, i.e. design of processes for design,

transition, operation and improvement of services.

Create and maintain IT plans, processes, policies, architectures,

frameworks, and documents.

Creation of measurement methods and metrics to measure the

effectiveness and efficiency of the design processes and the results

produced.

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Value of Service Design


Reduced Total Cost of Ownership (TCO)

Improved quality of service

„„Improved consistency of service

„Easier implementation of new or changed services

Improved alignment of services with corporate strategy and goals (IT

governance, business IT alignment)

More effective service management and IT process

„„Improved information and decision making

Measuring IT quality, reporting what is relevant to users (e.g. customer

satisfaction, business value)

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People

Success drivers of service design – The four Ps


Processes Products/

Technology

Partners/

Suppliers

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Activities and Aspects of Service Design


Analyzing current services and service level requirements.

Design systems and tools that support service management and services.

Designing the technology architectures. This includes deployed

technologies, management architecture and tools.

Designing the processes necessary to manage services throughout their

lifecycle.

Design of monitoring systems, methods and metrics both for the service

management processes and for the services offered.

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Service Design Package


Service transition

plan (including

testing)

Organisational

Readiness

Assessment

Service level

requirements

Backup and

Recovery

Policy

Service Contacts

Service

Environments

Testrichtlinien

Service life cycle plan

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The Service Design Package

(SDP) contains the core

documentation of a service and

is attached to its entry in the ITIL

Service Portfolio.

https://en.wikipedia.org/wiki/Service_Design_Package_(ITIL)

Service Price

!

Slide 32

https://en.wikipedia.org/wiki/Service_Design_Package_(ITIL)

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Service Design Processes


Service

Catalogue

Supplier

Mgmt

Key Service Design Processes

OGC: ITIL Service Design, 2007

Capacity

Mgmt

Information

Security

Mgmt

IT Service

Continuity

Mgmt

Example

Availibility

Mgmt

Service

Level Mgmt

SLAService

Catalogue

Mgmt

!

Slide 33

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Process: Service Catalogue Management

06.01.2019 10:48


ServicesPipeline

Konzept

Konzept

Konzept

Service

ServiceService

Service

Service

Service

Service Portfolio

stillgelegte

Services

Ressourcen

Bindung Nutzung Freigabe

nach: Böttcher, Roland: IT-Service-Management mit ITIL – 2011 Edition. Heise Verlag, 3. Auflage, 2013 (ppt-Erstellung: M. Kannen)

Service Katalog

Services in Nutzung

!

Slide 34

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Process: IT Service Continuity Management

Service Management in Networks06.01.2019 10:48

Business Continuity Strategie

Business Impact Analysis

Risk Analysis

Service-

AssetsVulnera-

bilitiesThreats

Likelihood of threads

IT Service Continuity Strategy

(list of Vital Business Functions, applied risk reduction, recovery

options; cold/warm/hot standby; detailed ITSCM Plans)

1

2

3

cp. OpenAdvice Service Management GmbH, IT Service Continuity Management

Counter-

measures

!

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Process: Security Management

Service Management in Networks06.01.2019 10:48

Threat Incident Damage Control

Prevention/

reduction

according to: ITIL 2011Service Design, Figure 4.25 Security controls for threats and incidents

Evaluation/

reporting

Evaluation/

reporting

Evaluation/

reporting

Detection/

repressionCorrection/

recovery

!

Slide 36

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Q1: Which of the following is NOT a process within the Service Design publication?

A. Service Portfolio Management

B. Service Catalogue Management

C. Service Level Management

D. Supplier Management

Q2: Which of the following statements are correct in respect of Service Design?

1. Service Design ensures not only that the functional elements of a service are addressed by the design, but also elements that facilitate management and operational performance

2. The main purpose of Service Design is the design of new or changed services

3. The goal of Service Design is to assist organizations seeking to plan the introduction of new or changed services and advise how to successfully deploy these new services into the production environment

A. 1 and 2 only

B. 1 and 3 only

C. 2 and 3 only

D. All of the above

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Questions ITIL foundation examination

Q3: A Service Design Package is a key concept in the design

phase of the Service Lifecycle. Which of the following would

you expect to find within a Service Design Package?

1. Organisational Readiness Assessment

2. Service contacts

3. Service functional requirements

4. Business requirements

5. Service Transition Plans

A. 1, 3 and 4 only

B. 5 and 3 only

C. 2, 4 and 5 only

D. All of the above

Q4: The implementation of ITIL Service Management is about preparing and planning the effective and efficient use of which of the following?

A. People, Processes, Performance, Products

B. People, Processes, Products, Partners

C. Policies, Purpose, Projects, Practices

D. Planning, Price, Practicality, Performance


!

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Q5: Which of the following statements most

accurately describes the overall goal of

Information Security Management?

A. To protect the interests of customers and

users by protecting systems from harm

caused by failure of availability,

confidentiality or integrity

B. To align IT security with business security

requirements and to ensure that information

security is effectively managed in all Service

Management activities

C. To produce and maintain an overall

Information Security Policy that defines the

organisation’s stance and attitude on all

security matters

D. To develop an effective Information Security

Management System that supports the

business objectives and Information Security

Policies

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Questions ITIL foundation examination


!

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Service Design Processes


Service

Catalogue

Supplier

Mgmt

Key Service Design Processes

OGC: ITIL Service Design, 2007

Capacity

Mgmt

Information

Security

Mgmt

IT Service

Continuity

Mgmt

Example

Availibility

Mgmt

Service

Level Mgmt

SLAService

Catalogue

Mgmt

Slide 39

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Example: ITIL Availability Management

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Availability Basics

Aspects of availability

Availability (Verfügbarkeit) is the ability of a service, component or CI to perform its

agreed function when required.

Reliability (Zuverlässigkeit) is a measure of how long a service, component or CI

can perform its agreed function without interruption.

Maintainability (Wartbarkeit) is a measure of how quickly and effectively a service,

component or CI can be restored to normal working after a failure.

Serviceability (Servicefähigkeit) is the ability of a third-party supplier to meet the

terms of its contract.

Measurement methods

manually / automatically

active / passive,

continually / event-triggered / time-triggered / by random

Focus and impact

IT service perspective

IT component perspective


!

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The expanded incident lifecycle


from: ITIL 2011Service Design, 4.10 The expanded incident lifecycle

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Slide 42

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Calculating availability according to ITIL


from: ITIL 2011Service Design, 4.4.4.3 Aspects of availability

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Example: measuring availability, reliability and maintainability

A situation where a 24 × 7 service has been running for a period of 5020 hours with only

two breaks, one of six hours and one of 14 hours

Calculate the following metrics:

Availability%

MTBSI (Mean Time Between System Incidents)

MTBF (Mean Time Between Failures)

MTRS (Mean Time to Restore Service)

What is the difference between

Mean Time to Restore Service (MTRS) and

Mean Time to Repair (MTTR)

Are the following formula correct resp. reasonable ?

Availability%=MTBF

MTBF+MTRS× 𝟏𝟎𝟎 Availability%=

MTBF −𝐌𝐓𝐑𝐒

MTBF× 𝟏𝟎𝟎

Availability%= 𝟏 −MTRS

MTBF× 𝟏𝟎𝟎


from: ITIL 2011Service Design, 4.4.4.3 Aspects of availability

!

Slide 44



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Availability in complex systems

Needed for analysis: dependencies


System A1

(VA1=99%)

System A2

(VA2=97%)

Service A

System A3

(VA3=95%)

and

System B1

(VB1=99%)

System B2

(VB2=97%)

Service B

System B3

(VB3=95%)

or

!

Slide 45



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Relationship between levels of availability and overall costs


from: ITIL 2011Service Design, 4.12 Relationship between levels of availability and overall costs

Slide 46

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Availability Key Performance Indicators (KPI)

Examples:

Percentage reduction in the unavailability of services and components

Percentage reduction in the number and impact of service breaks

Improvement in the MTBF

Improvement in the MTBSI

Reduction in the MTRS

Percentage reduction in critical time failures

Percentage improvement in business and users satisfied with service (by

customer satisfaction survey results)

Percentage reduction of the cost of business overtime due to unavailable IT

Timely production of management reports

…


from: ITIL 2011Service Design, 4.4.8 Critical success factors and key performance indicators

!

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Sub-Process: Availability Monitoring and Reporting

Process Objective:

To provide other Service Management processes and IT Management with

information related to service and component availability.

This includes comparing achieved vs. agreed availability and the

identification of areas where availability must be improved.

Service-oriented availability monitoring and incident analysis needs deep

information on service and function dependencies

Conceptual Tool for analysis: service dependency tree

Example:

Dependency tree of the simple Web-Service "Homepage Leischner"


!

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User/customer domain


Endbenutzer

-> Seite mit allen Inhalten korrekt dargestellt-> Alle Inhalte verfügbar

Korrekt konfiguriert mit Internetzugang

PC mit Browser

Router des Endbenutzers

Netzwerk des Endbenutzers

!

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Internet service provider domain


ISP

ISP

Internet

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H-BRS domain: "real" hardware + network


voll funktionsfähigesinternes Netzwerk

Virtualisierungsumgebung verfügbar

ESX nicht überlastetESX

Ports geöffnet/DNS verfügbar

Hardware + Netzwerk

Firewall

Virtuelle Umgebung des Webservers

!

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H-BRS domain: virtual infrastructure


HTTP

Hardware

Korrekte Funktion der virt. Hardware

System nicht überlastet

SSL

Virtuelle Umgebung des Webservers

Datenbank

Webserver

init.d/apache2

htdocs Homepage

!

Slide 52

IT Infrastructure Library - leischner.inf.h-brs.de · Modul: IT Infrastructure Library ... A value...

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