ITIL BASICS

Michael DeWind Senior Manager HSBC Technology and Services Mikedewind@yahoo.com

ITIL BASICS
Introduction What is ITIL? ITIL Processes Service support and Service Delivery Why is ITIL So Important? What is the Value of ITIL? How it all comes together What to expect Questions

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What is ITIL
ITIL stands for IT Infrastructure Library and ITIL is a Registered Trade Mark as well as Community Trade Mark of the Office of Government Commerce. ITIL is a set of public domain best practices standards for Information Technology (IT) service management. ITIL provides businesses with a customizable framework of best practices to achieve quality service and overcome difficulties associated with the growth of IT systems.
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Gartners view of ITIL

IT Infrastructure Library (ITIL) is a major asset because it helps define a common language and terminology to describe services, roles and processes for IT infrastructure management, and it provides templates for them

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Origins of ITIL
ITIL was developed in the 1980's by the United Kingdom's Central Computer and Telecommunications Agency (CCTA) The CCTA created ITIL in response to the growing dependence on Information Technology to meet business needs and goals Although it has been managed by the CCTA since the mid-1980s, ITIL is currently maintained and developed by the UK Office of Government Commerce (OGC).

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How is ITIL Organized?

ITIL is organized into a series of books defined by related function and process. In addition to texts, ITIL services and products available from certified organizations include training, qualifications, software tools, and user groups such as the IT Service Management Forum (itSMF) - www.itsmf.com The ITIL framework defines functional elements and the communications between the functional elements, taking a holistic, systems look at service delivery and support with a focus on creating value.

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Processes of ITIL Service Support

Configuration mgmt Incident mgmt Problem mgmt Change mgmt Release mgmt Service Desk USER FACING

Service Delivery
Service Level mgmt Availability mgmt Capacity mgmt IT Service Continuity Financial Management for IT Services Security Management CUSTOMER FACING

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Service Delivery
(Future) Business Requirements

Service Level Management

Financial Management

Metrics & Targets

Capacity Management

Availability Management

IT Service Continuity Management

Security Management

Achievements, Alerts, & Exceptions

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Service Level Management

The customer and IT Service Provider Define, negotiate, agree, and monitor SLs Key focus is agreement, not ransom On-going review of service achievements to ensure: Cost justified service quality Required service quality Mutually attainable service levels Maintain and gradually improve over time.

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Service Catalog
Defines the services provided by IT with default options Gives customers an overview of IT service offerings Provides customers with base expectations of services SLR Service Level Requirements (Client) OLA Operational Level Agreement (Internal) UC Underpinning Contract (External) SLA Service Level Agreements (Mutual) SIP Service Improvement Program (Customer)

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Financial Management
Account fully for the spending on IT services Attribute costs to the service delivered Assist management decision on IT investment Cost Model Cost Types Cost Elements Cost Category (absorbed / unabsorbed / fixed / variable) Charging policy Pricing method (cost plus / going rate / market price)
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Availability Management
Covers the design, implementation, measurement, and management of IT infrastructure. Availability Reliability Maintainability / Serviceability Resilience (redundancy and contingency) Vital Business Function Security Availability Management Database

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Security Management
Obtain balanced security with justifiable controls Security awareness Security incidents (integrity, availability) Security level (policy in SLA) Security section (contracts and agreements) Confidentiality Integrity Availability

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Capacity Management
To ensure that all the current and future capacity aspects and performance aspects of the business requirements are provided cost effectively. Demand management (utilization) Modeling (crystal ball) Storage capacity management data (CDB) BCM Business capacity management SCM Service Capacity Management RCM Resource Capacity Management

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IT Service Continuity Management

Systematic approach to prevent, cope, and recover from the loss of critical services for extended periods. BCM Business Continuity Management ITSCM IT Service Continuity Management Disaster Crisis Management Disaster Recovery Planning

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Service Support
Incident Management

Incident

Incident

IT Operations

Service Desk

Problem Management

Configuration

Management

RFC

RFC

Change Management

Release Management
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Configuration Management
Provides a logical model of infrastructure or service by identifying, controlling, maintaining, and verifying the versions of Configuration Items. Account for all IT assets and configurations Provide accurate information for support Provide a sound basis for incident / problem / change and release management Verify configuration records and correct exceptions The environment is always changing.

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Configuration Management
CMDB Configuration Management Database CI Configuration Item Attributes Details Relationships between CIs in the infrastructure Scope Range of responsibility and breadth of CMDB CI level depth and detail of each CI Baseline point in time for comparison

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Incident Management
Goal of Incident Management: Ensure the high quality service levels are maintained Restore normal service operation as quickly as possible Minimize adverse impact on business operations Incident: Any event which is not part of standard operation of a service and which causes, or may cause, an interruption to the quality of that service.

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Incident Management
Service Request vs. Incident Workflow position Prioritization (impact, urgency, effort) Escalation (functional, hierarchical) Detecting / recording Classification and triage Investigate and diagnose Resolution and recovery Incident closure
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Problem Management
Minimize the adverse impact of incidents and problems on the business that are caused by errors within the IT infrastructure. Prevent recurrence of incident related to these errors. Incident Problem Known Issue Request for Change Change Management

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Change Management
Ensure that standardized methods and procedures are used for efficient and prompt handling of all changes. Minimize the impact of change-related incidents and improve day-to-day operations of the business. Thorough assessment of change prior to introduction to the live environment. Reduce change related incidents. Request for Change: Records details of the change to any CI.

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CM Roles
Change Manager Approves minor changes Change Advisory Board (CAB) select group that reviews and approves significant changes Management board Approves major changes Change Advisory Emergency Committee Urgent Forward schedule of changes Details all changes approved for implementation Post Implementation Review PIR

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Release Management
Takes a holistic view of a change to an IT service Ensures all aspects of a release, both technical and nontechnical, are considered together. Plan and oversee the successful rollout of CIs. Ensure changes are traceable, secure, and correct. Communicate and manage expectations to customer. Ensure master copies of all software are secure in DSL DSL Definitive Software Library CMDB Updated by release manager

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Inter-related procedures

Graphic provided by www.itsmf.com

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Graphic provided by www.securityfocus.com

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Service Desk
Customer Facing and focused on improving service to and on behalf of the business. Provide a single point of contact for advice, guidance, and rapid restoration of normal services. Function / not a process

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Service Desk Continued

Serve as SPOC (single point of contact) Communication Recording, Assessment & Tracking Monitoring & Escalation Coordination Resolution & Closure Provide Management Information Assist in Problem Identification

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Differentiated Support
Local Central Virtual Skilled Unskilled Expert

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ARE YOU KIDDING ME?

Monitoring Tools Difficulties Queries Enquiries Incidents Incidents Incident Management Problem Management Customer Service SurveyDesk reports Customer Survey reports

The Business, Customers or Users

Communications Updates Work-arounds Changes

Service reports Incident statistics Audit reports

Releases

Change Problem statistics Management Problem reports Problem reviews Release Diagnostic aids Change schedule Management Audit reports CAB minutes Change statistics Change reviews Release schedule Audit reports Release statistics Release reviews Secure library Testing standards Audit reports CMDB

Configuration Management CMDB reports CMDB statistics Policy standards Audit reports CI Relationships
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Incidents

Problems Known Errors

Changes

Releases

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Why ITIL?
You do not deliver consistent services or support. You are in the business of fire fighting instead of delivering. Your clients are coming to you with solutions instead of requirements. You have cross functional communication problems and silos. You are unable to easily answer questions about your environment/systems. Poor understanding of capacity and financial conditions.

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What do you expect from ITIL?

Improve the quality and speed of responses to customers Be Pro-active versus Re-active Improve first contact resolution rates Reduce the overall number of incidents Find permanent solutions Improve control of SLA performance Improved Leadership decisions using service and customer centric data Targeted, considered investments to gain operational efficiencies through use of proven best practices

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In a nutshell:
ITIL is a catalyst for organizational change; it enables stronger and more productive relationships between IT and The Business. ITIL helps improve efficiency and consistency, and allows IT to focus on the customers needs In other words ITIL promotes the delivery of optimal service at a justifiable and explainable cost to the customer, this maximizes value and eliminates the IT Black Hole

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QUESTIONS?

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ITIL BASICS
Michael DeWind Senior Manager HSBC Technology and Services Mikedewind@yahoo.com