ITIL POCKET GUIDE

Kiruthika.s@dreamsplus.in

9500031705

The ITIL®2011 Processes & Functions

Service Strategy Service Design Service Transition Service Operation Continual Service

Improvement

Strategy

Management for

IT services

Service portfolio

Management

Financial

Management for

IT services

Demand

Management

Business

Relationship

Management

Design

Coordination

Service Catalogue

Management

Service Level

Management

Availability

Management

Capacity

Management

IT Service

Continuity

Management

Information

Security

Management

Supplier

Management

Transition

Planning &

Support

Change

Management

Service Asset &

Configuration

Management

Release &

Deployment

Management

Service Testing &

Validation

Change

Evaluation

Knowledge

Management

Event

Management

Incident

Management

Request

fulfilment

Problem

Management

Access

Management

7 Step

Improvement

process

incorporating the

PDCA cycle

2 14 April 2015

Application

Management

Technical

Management

Service Desk

IT Operations

Management

4Ps-strategy

Plan Position

Perspective Pattern

SS (5)

SS SS Management

Finance Management

Portfolio Management

Demand Management

BRM

SD(8)

Warranty

Availability Management

Capacity Management

Security Management

ITSCM

Relationship

SLM

Supplier Management

keys

SD coordination

Service Technical Catalogue

ST (7)

Changes

• Change Management

• Change Evaluation

Releases • Release &

Deployment Management

• ST (Testing & Validation)

IMS • SKMS

• SACM

Planning • ST Planning

SO-(5)

Event Management

Problem Management

Incident Management

Access Management

Request fulfilment

7 step CSI

Wh sh u measure?

Wh could u measure?

Gather the data

Process the data

Analyse the data

Present the data

Take corrective action

Metrics

• Technology Metrics

• Service Metrics

• Process Metrics

Input- 5 Phases - output

• Business Req ----SS ----SLR/SLA

• SLR-------SD--------SDP/SLA

• SDP ---------ST ------Release Package /SLA

• Release Package ---- SO – Live Service /SLA

• Data from live ------CSI -----SIP

SS - scope

1. Analyse cost/time/resource – demand/finance/portfolio ---- Value creation

2. Service Packing

3. Service provisioning model

1. Cloud based

2. Normal datacentre

Types of SLAs

• Service Based SLA – Printer ,Laptops, Desktops, Server – All users of that service gets same privilege

• Customer SLA – HP –unix – 200 USERS – 2000 USERS – 200000 USERS

• Multi level SLA – specific service, specific customer, specific Industry – Service, customer ,corporate (storage Cloud)

• Products exclusive for banking

1.Demand Management

• PBA- Pattern of Business Activities

• User profiles – how many users and privileges

• Demand forecasts – to ensure right Capacity

2.Portfolio Management

• List of all services

– Retired Service

– Catalog Service

– Pipeline Service

• Value of new services over replaced services

• List only IT service Providers offerings not the once of third parties

Portfolio

Live services- Catalog

Pipeline Service-upcoming

Retired Service

3.BRM

• Rapport Creation

• Customer Satisfaction

• Service Improvisation

Business Relationship

Customer Satisfaction

Rapport Creation

4.Finance Management

• Accounting ,Budgeting

• Pricing, Business Case

• Cost of Type I,II,III service providers

Finance

Budgeting

Accounting Pricing

TCO

ROI

5.SS Management

• Value to service through right service assets and strategic assets

• Value through utility and warranty

• Value through Value chain network –SLA/OLA/UC

SD - Scope

– 4 Ps of SD – P,P,P,P – People – RACI chart – R,A,C,I

• Solutions aligned to business requirements – 5 Aspects Of SD

• Solution design • Architecture Design • Tools Design • Process Design • Metric Design

• Innovative IT services to meet the current and future requirements – Reduce the Cost

1.Avilability Management

• Uptime

• Proactive Availability

– 2 servers in parallel

• Reactive Availability

– REPAIR IN FEW MINUTES THE DOWN SERVER

• Component and Service Availability

Availability

Availability

resources

component

service

2.Capacity Management

• Component Capacity

Capacity

Capacity

•Component

•Service

•Business

3.Security Management • Confidentiality, Integrity, Authenticity of data

Authenticity Integrity Confidentiality

ITSCM

Any time anywhere banking

BCP 24*7*365= IT SERVICE UP

• THROUGH DR

• FAILOVER

• CLUSTERING

• BACKUP

• MESH NETWORK

• REDUNDENCY

• HOT SITES

ITSCM

5.Supplier Management (HP-Ucs) V

END

OR

INTEL

MA

NU

FAC

TUR

ER

NOKIA

PAR

TNER

S

ORACLE

CATALOG

CLOUD STORAGE

BIG DATA

BUSINESS VIEW

DATACENTRE AS A PROJECT

SERVER CONSOLIDATION AS A PROJECT

TECHNICAL VIEW

7.SLM

SLA

IT SERVICE Provider & CUSTOMER

CITIBANK,AZ,O2

OLA

IT SERVICE Provider & Internal TEAM

IBMERS,IBM OTHER LOCATIONS

8.SD Co-ordination

• Check Utility and warranty of each SDP

• SPOC for SD

• Handles SD constraints

SDP-SD CORDINATION

utility WARRANTY

ST - Scope

• Knowledge management

• Successful changes and releases

• Transition Resources

1.RELEASE

SOFTWARE

HARDWARE

SERVICE

CLOUD SERVICE

2.CHANGE –CI /CAB/ECAB

CI

ADDITION

DELETION

MODIFICATION

TYPES

Changes Types

Emergency Change

Normal change

Std change

3.knowledge

DATA

INFORMATION

KNOWLEDGE

WISDOM

4.SACM

IBM

HP

DELL

SERVERS

BANKING

HEALHCARE

SERVICES

DATACENRE

VIRTUALISATION

BUSINESS CONSULTING

SO Goals

• Deliver and support as per SLAs

• Restoring – Reactive approach – early detection

• Access controls

EVENT

• ANY OCCURANCE ON A CI IS AN EVENT

• EVENT MGMT

– DETECTING AND NOTIFYING THE OCCURANCE AS PER RULES

• ALERT – INFORMATION

– WARNING

– EXCEPTION

INCIDENT VS INCIDENT MGMT

UNPLANNED INTERRUPTION OF

BUSINESS OR EVEN A COMPONENT FAILURE/QoS

RESTORING THE SERVICE AS QUICKLY AS POSSIBLE

PROBLEM VS PROBLEM MANAGMENT

UNKNOWN CAUSE OF THE INCIDENT

IDENTIFYING THE ROOT CAUSE AND ONCE FOUND CREATE A KNOWN ERORO RECORD AND RECOMMND CHANGMENT MANAGEMENT TO FIX THE WORK THEY

RECOMMNED AND SEE THAT THE INCIDENT DO NOT REPEAT AGAIN

ACCESS

• GRANTING OF RIGHTS TO A SERVICE OR GROUP OF SERVICES

• DENYING THE RIGHTS

• TRACKING THE ACCES

REQUEST

• FAQS

– SELF HELP

• Password reset

• DESKTOP LOCATION CHANGE

• LOW COST, LOW RIST, STD CHANGES- PRE APAPROVED

CSI Goals

• PDCA- Deming's Cycle

• Baseline model – What is your vision? – CMMI L5

– Where are you now? – CMMI L3

– Where do you want to go? –by 2020- CMMI L5

– How do go there ? SIPs

– Did u get there ? Metrics Vs Measurements -in 2020 – yes

– How do keep the momentum going?

• Looks ways for improvisation

METRICS

• PROCESS

• COMPONENT/TECHNOLOGY

• SERVICE

RACI CHART

• R- RESPONSINLE

• A-ACCOUNTABLE – ONLY ONE

• C-CONSULTED

• I-INFORMED