Md Rezaul IslamICT Professional

ITIL (V3), CEH (V8), PRINCE2

ITIL(R) FUNDAMENTALSRegulatory Framework Process Governance

ITIL Life Cycle

Information Technology Infrastructure Library (ITIL)

• It’s a non proprietary approach for managing information technology services.

• It was developed in late 1980, by Central Computing and Telecommunications Agency (CCTA), a government agency in Britain.

• Common terminology and best practice guidelines for providing better value to its customers.

• A series of books on ITIL has been issued since 1989 by the Office of Government Commerce (OGC), an administrative body of the Government of Great Britain

(V3, 2011)

ITIL(R) is a trademark of OGC – Office of Government Commerce

How ITIL Can help you…….

• Reduce IT cost, Increase quality and Decrease risk.

• Improve decision making regarding service delivery

• Visibility to the total cost of ownership and utilization

• Increase productivity• Provide clear and effective communication

In a Nut Shell………

• ITIL describes life cycles, process, procedures, task, functions and checklist.

• It establishes integration with the company’s vision or strategy.

• Creates a baseline, from which an IT organization plan, implement and measure its service.

• Improves productivity of IT stuff and resources• ITIL is a philosophy, is way of conducting business.

Terminology of ITIL

• Single point of contact (SPOC) service desk. The one entry point for customer to request IT service or report IT incident.

• Service Management is a set of specialized organization capabilities for providing value to customer in the form of service.

• Process is a structured set of activities designed to accomplish the specific objectives

• A service catalogue contains details of all of IT services provided to customer.

Terminology of ITIL

• A formal proposal for a change

• A group of people that advises the change manager in assessment, prioritization and scheduling of change.

• SLA: An agreement between IT service provider and another part of the organization.

• OLA: An agreement between the IT service provider and the customer.

• An Incident is any event, which is not part of the standard operation of a service.

• A problem is a condition often identified as a result of multiple incident that exhibits common symptoms.

Incident &

Problem

SERVICE STRATEGY• To defining and maintaining the service provider’s position, patterns,

plans in regards to its provided service and management of service

Service Strategy for IT Services

• It ensures that, service providers have right mix of services to meet the required outcome at an appropriate level of investment

Service Portfolio Management:

• To understand, anticipate and influence demand not only from customers, but also other units of organization.

Demand Management:

• To manage service provider’s accounting, budgeting and charging requirements. It secures the appropriate level of funding to design, develop and deliver the service.

Financial Management & ROI:

• To maintain positive relationship with customer. BRM identifies needs of existing and potential customer and ensures that appropriate services are provided to meet those needs. It interacts strongly with SLM

Business Relationship Management:

SERVICE DESIGN• To coordinate all service design activities. Ensures consistent and

effective coordination of new or changed IT services, service management information system, architecture, technology, process, information and metrics.

Design coordination:

• It provides details information of all other service management process, service details, current status and interdependencies

Service catalogue management:

• To negotiate service level agreement with the customer and to design service in accordance with agreed service level targets.

Service level management:

• To identify, asses and control risk. This includes identifying value of assets to business, threat to those assets and how assets are vulnerable to those threats.

Risk management:

• To ensure the confidentiality, availability and integrity of information, data and IT service. Information security forms a part of an organizational approach

Information Security management:

SERVICE DESIGN…..• To define, plan, measure and improve all aspects of the availability

of IT services. • All service, process, tools, roles are appropriate to deliver the

service availability targets. • technology, process, information and metrics.

Availability management:

• To ensure that IT service, process and systems comply with organization’s policies and legal requirements

Compliance management:

• To manage risk that could seriously impact IT service IT services. ITSCM ensures that, provider can always provide minimum agreed service levels by reducing risk of disaster incident to an acceptable level and planning for recovery of IT service

Service continuity management:

• To ensure that capacity of IT services and IT infrastructure are able to deliver service level targets in a cost effective and timely manner.

Capacity management:

SERVICE TRANSITION• To control the life cycle of all changes enabling beneficial change to

be made within minimum disruption of IT services

Change Management:

• To assess major change. Like introduction of new service or substantial change to an existing service before those changes are proceed to next level of their lifecycle.

Change Evaluation:

• To coordinate the resources to deploy a major release within predicted cost, time and quality estimate

Project management:

• To make available application and systems which provide required functionalities of IT services. This includes development and maintenance of custom application as well as customization of product for software vendors

Application Development:

SERVICE TRANSITION

• To plan, schedule and control the build test and deploy the new functionality of releases

• While protecting integrity of existing services

Release and Deployment management:

• To ensure that deployed release meet the customer expectation and IT operation is able to support the new service

Service Validation & Testing:

• To ensure that assets required delivering the services are properly controlled and

• Right and accurate information is available when and where it is needed.

Service Asset and Configuration Management :

• To gather, analyze, store and share knowledge and information• To enable information in right place and in right time to have informed decision.• To enable efficiency by reducing need to rediscover the knowledge.• Its operate in DIKW: Data--Information--Knowledge--Wisdom

Knowledge Management:

SERVICE OPERATION

• To make sure that CIs and services are constantly monitored and to filter and categorize event in order to decide an appropriate action

Event Management:

• To manage the lifecycle of all incidents. Primary objective is to return the IT services to users as early as possible

Incident Management:

• To fulfill service request, which is most cases are minor (standard) (eg, request for password change or request for information)

Request Fulfillment:

• To grant authorize users the right to access a services while restrict/prevent un-authorized users. Access management essentially executes policies defined in Information Security Management. Access management sometimes referred to as right management or identity management.

Access management:

SERVICE OPERATION….

• To manage lifecycle of all problems. Primary objective are to prevent incidents from happening or to minimize impact of incidents that cannot be prevented.

Problem Management:

• To monitor and control IT services and their underlying infrastructure. This process executes day to day routine task related to IT infrastructure and application.

Operation Control/management:

• To manage the physical environment where the IT infrastructure is located.

Facilities Management:

• Is responsible for managing application throughout their lifecycle.. Application Management:

• Technical management provides technical expertise and support for the management of IT infrastructure

Technical Management

CONTINUAL SERVICE IMPROVEMENT

• To review business services and infrastructure services. The aim is to improve the services where necessary

Service review:

• To evaluate process on regular basis. This includes identifying process metrics the targeted process metrics are not reached and holding regular benchmarking, audit, maturity assessment and review.

Process evaluation:

• To define specific initiatives aimed at improving services and process, based on service review and process evaluation. The resulting initiatives either internal pursued by the service provider or initiatives required by customer cooperation

Definition of CSI initiatives:

• To verify improvement initiatives are proceeding according to plan and introduce correctives where necessary..

Monitoring of CSI initiatives:

OVERVIEW

OVERVIEW

ITIL Resources

• ITIL Productshttp://en.it-processmaps.com/products/demo-itil-process-map.html

• ITIL Checklisthttp://wiki.en.it-processmaps.com/index.php/ITIL-Checklists

• IT Portfolio Managementhttp://en.wikipedia.org/wiki/IT_portfolio_management

• ITIL Overviewhttps://www.youtube.com/watch?v=oqmkX_E1c1M