Itil overview

IT Service Management – ITIL Overview 11

The ITIL Service Management Lifecycle

January 18, 2013

Presented by

Jim WrightIndependent Training Consultant

<Overview> 2

What Is ITIL?

ITIL is an integrated best practice for the Service Lifecycle Management of IT enabled services

The de-facto standard in IT Service Management

A framework developed by the United Kingdom’s ‘Cabinet Office’ captured in a series of books

<Overview> 3

ITIL Origins & Evolution

Late 1980s: UK government project started Cabinet Office involved in development plus practitioner

and consulting organizations Organizations outside of government became interested Version 1 (V1) books published

Early 1990s: V1 library completed

Late 1990s: Generally accepted as the de-facto standard for IT

Service Management worldwide Introduced ITIL to North America (1997) Version 2 (V2) revision of ITIL books initiated

<Overview> 4

ITIL Origins & Evolution 2000-2007:

V2 books introduced – process based ITIL based international standard ISO 20000 Influence of Sarbanes-Oxley and other

legislation ITSM vendor community support of ITIL and

introduction of integrated tools The beginnings of broad adoption of ITIL

globally Early Industry Adopters

Financial \ Government \ Utilities \ Medical 2005:

Work on Version 3 (V3) is begun

<Overview> 5

ITIL V3 Refresh project team 2005 to 2007 APM Group awarded Certification Scheme TSO Publisher Examination Institutes (EI) all use common V3 Exams Authorized Training Organizations (ATOs) ITIL 2011 - Update

Organizations Involved

<Overview> 6

ITIL V3 Library

Service Strategy

Service Design Service Transition

Service Operation Continual Service

Improvement

The Official Introduction To The

ITIL® Service Lifecycle+ Complementary Guidance

<Overview>

The Service Lifecycle

© Crown copyright 2011. Reproduced under license from the Cabinet Office.

7

<Overview> 8

Why Are Companies Adopting ITIL?

Deliver value for customers through services Integrate business and service strategies Monitor, measure, and optimize service

provider performance Manage the IT investment and budget Manage risk Manage knowledge Change organizational culture Improve the relationship with customers Optimize and reduce costs

<Overview>

ITIL Focus - Key Concepts

Service and Service Management A means of delivering value by facilitating

outcomes the customer wants achieve A set of organizational capabilities providing

value to customers in the form of services Processes

A structured sets of activities designed to accomplish specific objectives

Functions Teams or self-contained groups of people using

skills and tools to perform activities and tasks

9

<Overview>

Types of IT Services


10

<Overview>

The Value of a Service


Utility (Performance): Functionality offered by a service to meet a particular need or achieve a particular outcome

Warranty (Reliability): Assurance that a service will meet its agreed requirements

11

<Overview>

Service and Customer Assets


Types of assets: Resources Capabilities

Customer assets Service assets

12

<Overview>

Service Assets

Resources Tangible assets: financial capital, infrastructure,

applications, information and people (number of people)

Capabilities Intangible assets: management, organization,

processes, knowledge, and people (skills and experiences)

13

<Overview>

Process Models


14

<Overview>

Functions


15

<Overview>

Generic Roles in Service Management

Process roles—apply to each process:

► Process owner► Process manager

► Process practitioner

Service roles—apply to each service:

► Service owner

16

<Overview> 1717

ITIL® Core Service Lifecycle

Service Strategy:Model and plan services that have utility and warranty

ITIL

Information Technology Infrastructure Library

<Overview> 1818


Service Design: Design high quality, cost effective, consistent services

ITIL


<Overview> 1919


Service Transition:Transition new and changed services into operations

ITIL


<Overview> 2020


Service Operation:Achieve effectiveness and efficiency in the delivery of services

ITIL


<Overview> 2121


Continual Service Improvement:Continue to create and improve value through improvements and enhancements

ITIL


<Overview> 22

Service Strategy

How to design, develop, and implement service management as

a strategic asset

<Overview>

Service Strategy Lifecycle Stage


Inputs: Feedback and requirements for strategies and

plans

Outputs: Vision, mission,

goals, objectives, policies, service

charters

23

<Overview> 2424

Lifecycle Processes

SERVICE STRATEGY• Business Relationship

Management• Service Strategy Generation• Service Portfolio Management• Financial Management• Demand Management

<Overview>

Service Strategy Processes

Business Relationship Management Establish & maintain relationship between

Service Provider & Customer Identify Customer needs & ensure Service

Provider can meet those needs over time

Strategy Generation Define the market, develop the offerings, develop

the strategic assets and prepare for execution

25

<Overview>


Service Portfolio Management Ensure clear definition of services linked to

Business outcomes Ensure Service Provider offers right mix of

services Track investment in services throughout service

lifecycle to ensure desired returns

Financial Management Secure appropriate funding to design, develop,

and deliver services that meet the strategy of the organization, while balancing cost & value

26

<Overview>


Demand Management To understand, anticipate & influence customer

demand for services & to work with capacity management to ensure the service provider has capacity to meet this demand

27

<Overview> 28

Service Design

Design and development of new or changed services and service

management processes.

<Overview>

Service Design Lifecycle Stage


Inputs: Vision, mission, goals,

objectives, policies

Major output: SDP (service

design package)

29

<Overview> 3030

Lifecycle Processes



SERVICE DESIGN• Design Coordination• Service Catalog Management• Service Level Management • Supplier Management • Capacity Management • Availability Management• IT Service Continuity

Management• Information Security

Management

<Overview>

Service Design Processes

Design Coordination To provide a single point of coordination and

control for the processes and activities within service design to produce quality SDPs as agreed

Service Catalog Management To provide a single source of consistent

information on all of the agreed services, and ensure that it is widely available to those who are approved to access it

31

<Overview>


Service Level Management To ensure all current and planned IT services are

delivered to agreed targets and to establish a constant cycle of negotiating, agreeing, monitoring, reporting, and reviewing service level performance

Agreements Service Level Agreements (SLAs)

• Between IT Service Provider & Business/Customer Operational Level Agreements (OLAs)

• Between Internal support groups & various parts of IT

32

<Overview>


Supplier Management To obtain value for money from suppliers and to

ensure that suppliers perform to the targets, terms & conditions contained within their contracts

Agreements Underpinning Contracts (UCs)

• Between External Suppliers & IT Service Provider

• Legally binding

33

<Overview>


Capacity Management To ensure that the level of capacity delivered

matches the agreed capacity needs of the business

Availability Management To ensure that the level of availability delivered

matches the agreed availability needs of the business

34

<Overview>


IT Service Continuity Management To ensure that the service provider can deliver

minimum agreed business continuity-related service levels

IT Security Management To align IT security with business security and

ensure confidentiality, integrity, and availability of assets, information, data, and IT services

35

<Overview> 36

Service Transition

Guidance for the development and improvement of capabilities

necessary to transition new and/or changed services into operations

<Overview>

Service Transition Lifecycle Stage

Major outputs: New or changed

services, early life support

Major inputs: SDP (service

design package), RFCs (requests

for change)


37

<Overview> 3838

Lifecycle Processes





Management

SERVICE TRANSITION• Transition Planning and

Support• Change Management• Service Asset & Configuration

Management• Release & Deployment

Management• Service Validation & Testing• Change Evaluation• Knowledge Management

<Overview>

Service Transition Processes

Transition Planning and Support To provide overall planning for service transitions To coordinate resources that service transitions

require

Change Management To ensure that authorized changes are

prioritized, planned, tested, implemented, documented & reviewed in a controlled manner

To minimize the disruption to the environment & therefore to services

39

<Overview>


Service Asset & Configuration Management (SACM) To ensure accurate & reliable information about

service assets exists & is available when needed (CMDB & CMS)

Release & Deployment Management To plan, schedule & control the build, test &

deployment of releases

Service Validation & Testing To provide objective evidence that the new or

changed service will support the customer’s business & stakeholder requirements

40

<Overview>


Change Evaluation to provide a consistent and standardized means

of determining the performance of a service change

Knowledge Management To ensure that the right information is delivered

to the appropriate place or competent person at the right time to enable informed decisions

41

<Overview> 42

Service Operation

Guidance on achieving effectiveness and efficiency in the delivery and support of services.

Value is achieved for the customer.

<Overview>

Service Operation Lifecycle Stage


Inputs from transition: Deployed

releases, early life support

Outputs to CSI: Service performance

reports

43

<Overview> 4444

Lifecycle Processes



SERVICE OPERATION• Event Management• Incident Management• Request Fulfillment• Problem Management • Access Management



Management




Management• Service Validation & Testing• Change Evaluation• Knowledge Management

<Overview>

Service Operation Processes

Event Management Activities to detect events, make sense of them,

& determine appropriate response

Incident Management To restore normal service as quickly as possible

& minimize adverse impact on business

Request Fulfillment To manage the lifecycle of requests from users

45

<Overview>

Service Operation Processes

Problem Management To manage the lifecycle of all problems from

identification to removal & minimize the adverse impact of incidents and problems

Access Management To provide the right for users to use a service To execute policies & actions defined in

Information Security Management

46

<Overview>

Functions


47

<Overview>

Service Desk Function

Functional unit - dedicated staff SPOC for all users - day-to-day Communication point for users Coordination point for several IT functions & processes Handle incidents, service requests, general questions,

potentially some RFC categories

Vitally important function—value should not be underestimated:

Good service desk can compensate for deficiencies elsewhere. Poor service desk can give bad impression of an otherwise

effective IT organization. Staff needs to have the right mix of skills.

5-52

<Overview>

Objectives of the Service Desk

Return service operation to normal state for users as quickly as possible:

Incidents

Specific responsibilities: Logging incidents & service requests Providing first-line response & diagnosis Resolving incidents / requests at first contact when possible Escalating incidents / requests they cannot resolve within agreed

timeframes Keeping users informed of incident / request progress Closing all resolved incidents / requests Conducting customer / user satisfaction surveys Communicating with users Handling general inquiries

5-54

<Overview>

Justification of the Role of Service Desk

•Improved customer service and satisfaction levels

•Increased accessibility to information through SPOC

•Faster turnaround and quality of requests

•Improved teamwork and communication

•Reduced business impact of service disruptions

•Improved usage of IT support resources

•Increased productivity of users

•Better management of information

•Increased levels of support due to adequate staffing and skill levels at first line

5-53

<Overview> 51

Continual Service Improvement

Sustains the creation and maintenance of customer value

through better design, introduction, and operation of

services

<Overview>

CSI Lifecycle Stage

Major output: SIPs (service

improvement plans)

Major inputs: Service performance reports


52

<Overview>

3 Types of CSI Metrics

Technology metrics measure components and applications:

Server or system availability Application performance

Process metrics measure the overall health of

a process: Quality Performance Value Compliance

Service metrics measure the end-to-end performance of the service:

Service availability (end-to-end) Transaction response time

53

<Overview> 5454

Lifecycle Processes

SERVICE STRATEGY• Service Strategy• Service Portfolio

Management• Financial Management• Demand Management

SERVICE OPERATION• Event Management• Incident Management• Request Fulfillment• Problem Management • Access Management



Management




Management• Service Validation• Evaluation• Knowledge Management

CONTINUAL SERVICE IMPROVEMENT

• Seven Step Improvement

<Overview>

Continual Service Improvement

Seven-Step Improvement Process To define & manage the steps needed to identify,

define, gather, process, analyze, present & implement improvements

CSI Approach To provide questions to be answered from both a

business & IT perspective for Improvement initiatives

55

<Overview>

Seven-Step Improvement Process


56

<Overview>

CSI Approach


57

<Overview>

Deming Cycle


58

<Overview>

The Service Lifecycle - Integration


59

<Overview> 60

Lessons Learned

Top down support/middle management and process owner buy-in ITIL is not a panacea – a catalyst not a religion Don’t implement ITIL – develop and implement your own processes Organizational change – changing norms of behavior and values

(culture) / some won’t want to change, and will resist Target a limited set of readily achievable objectives Start where there are quick wins to be had – Incident Management,

Problem Management and Change Management (link to Release and Deployment Management & SACM)

Don’t stop at the Help Desk / Service Desk Multi-year initiative The need for tools – one or many/tool process and data integration Measurements – is progress being made? CMDB (top priority in most surveys) and service concepts are core Training IT and the business ITIL consultants – don’t let them do it for you

Itil overview

Documents

Transcript of Itil overview