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1/18/2007 1
An intro to ITIL:IT Service Management and Improvement Framework
- Sudhendu Das
1/18/2007 2
“Getting Operations Wrong” Bites
InfrastructureWhere’s my money gone?
OperationsWhere’s my business gone?
DevelopmentWhere’s my project gone?
1/18/2007 3
What is Service Management?
“Management of the agreed service to meet the customers requirements”
1/18/2007 4
Introducing ITIL
ITIL – Information Technology Infrastructure Library.Service Management Processes.Developed by the Office for Government Commerce (OGC) in England (late 1980’s).Best practices focused on the management of IT service processes.Open source.
1/18/2007 5
ITIL Service Management Goals
Ensure that IT services are aligned to the needs of customers and users (measurable).Improve availability and stability of services.Improve communication within IT and with users.Improve efficiency of internal processes.
Ensure that all information is “evergreen.”
1/18/2007 6
ITIL Service Management (ITSM)
Two main components:Service Support – five processes that provide support for day-to-day operation of IT services.Service Delivery – five processes that focus on long-term planning and improvement of IT services.
These two components are linked together through the Service Desk.
1/18/2007 7
Deming the inspiration: Continuous Improvement
1/18/2007 8
ITIL Service Mgmt Simplified
IncidentManagement
IncidentManagement
ProblemManagement
ProblemManagement
ChangeManagement
ChangeManagement
ReleaseManagement
ReleaseManagement
ConfigurationManagement
ConfigurationManagement
ServiceDesk
ServiceDesk
AvailabilityManagementAvailability
Management
CapacityManagement
CapacityManagement
FinancialManagementFinancial
Management
ServiceContinuityService
Continuity
Business, Customers & UsersBusiness, Customers & Users
Service LevelManagement
Service LevelManagement
1/18/2007 9
ITIL Service Support
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Service Desk
Incident Management
Problem Management
Configuration Management
Change Management
Release Management
Service Support
Help Desk
Problem Management
Configuration Management
Change Management
Software Control & Distribution
1/18/2007 11
Service Desk Function
NOT a process but an organisational unitOwns the Incident Management ProcessThe day-to-day Single Point of Contact (SPOC) for the user community (technical & business)Describes present-day best practices in customer (user) service support
1/18/2007 12
Service Desk Function
Service-Profit Chain modelTechnology & Environment considerationsStaffing Training/ Soft Skills
Employee retention
Employee satisfaction
Employee productivity
Service quality
Value for customers
Customer satisfaction
Customer loyalty
Revenue growth
Profitability
1/18/2007 13
Incident ManagementIncident Management is a process in its own right (owned and managed by the Service Desk)Revised scope for incident definition (now includes service requests)Clearer delineation between Incident Management and Problem ManagementClear description of the role of 2nd/3rd, nth
line support (support groups)
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Incident Management
1/18/2007 15
Incident Management
ProblemRecords
Incident Management Process
Problem Management Process
IncidentDetection
ProblemDetected
Matching Problems& Known Errors
Work-aroundfound
Accept Work-around
Work-around/Resolution information
IncidentSolved
Structuralresolution
• Responsible for finding Resolutions and Work-arounds
1/18/2007 16
Problem ManagementRevised description of Problem Control
identification and recordingclassificationinvestigation and diagnosis
Error ControlSpecific proactive PM activities:
trend analysistargeting preventive action
1/18/2007 17
Problem ManagementNo more confusion between Problem Management and 2nd/3rd line support Focus is on building Knowledge Management
FAQs on the IntranetGuidelines for identification of ProblemsProblem Analysis methods (in Appendix)
Kepner TregoeIshikawa Diagrams
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Problem Management
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Technology opportunities
Business opportunities
Technology opportunities
Business opportunities
Technology opportunities
Business opportunities
Change Management
Business TrendsThree Approval Issues
Financial Technical Business
Technology opportunities
Business opportunities
Technology opportunities
Business opportunities
Technology opportunities
Business opportunities
1/18/2007 20
Change ManagementRelationship to program management (PMO)Communication within the organisation
FSC: Forward Schedule of ChangePSA: Projected Service Availability
New emphasis on regressions and back-out strategyRisk assessment stressed as part of priority allocationChange Models for standard proceduresPIR - Post Implementation Review
1/18/2007 21
Release ManagementRevised process name for Software Control & Distribution
Software now hardware, software and documentationControl now part of Configuration ManagementDistribution now central part of Release Management
Awareness of possible problems that have been encountered
1/18/2007 22
Release ManagementThree categories of releases:1) minor (small enhancements & fixes)2) major (new functionality)3) emergency (incidents / urgent changes)Activities: Roll-out, planning & communicationTools & Technology
1/18/2007 23
Configuration ManagementActivity Emphasis: PlanningCentral function: Change + Config. + Release
Change and Configuration Management Plan (C&CM)
New Process Role: Configuration LibrarianScope: hardware + software + documentation
Terminology: CMDB, DSL and DHS
1/18/2007 24
Configuration Management
Change in terminologyVerification enhanced with AuditsBaseline now Configuration Baseline
License ManagementRelationship to Security ManagementRelationship to DSL
Asset Management
1/18/2007 25
Service Support process model
Difficulties Queries
Enquiries
The Business, Customers or Users
Communications Updates
Work aroundsChanges Releases
Service DeskIncidents
Incident Management
CMDB
Management Tools
Incidents
Problem Management
Change Management
Release Management
Configuration Management
1/18/2007 26
Service Support processes
Restore normal service operation ASAP and minimize adverse impact on users & the organization.
Incident
Handle changes efficiently, with standardized methods, to minimize impact to service delivery.
Change
Identify, control, & manage IT resources within a Configuration Database (CMDB).
Configuration
1/18/2007 27
Service Support Processes (cont.)
Ensure production readiness, quality of hardware, and documentation across a distributed environment.
Release
Minimize the adverse effect of incidents and problems caused by errors in the infrastructure, and prevent recurrence.
Problem
1/18/2007 28
Service Delivery
1/18/2007 29
Service Delivery
Capacity Management
Financial Management for IT Services
Availability Management
Service Level Management
IT Service Continuity Management
Capacity Management
Cost Management
Availability Management
Service Level Management
Contingency Planning
1/18/2007 30
Goal is to “maintain and gradually improve”through a cycle of Agree-Monitor-Report-ActHierarchic organisation of ServicesService Level Agreements
multi-level SLA structuresestablish monitoring capabilities SLAM / RAG charts
Service Quality Plan now Service Improvement Program
Service Level Management
1/18/2007 31
Service Level Management ProcessPlan
ning
Implem
entat
ion
Draft
Review
UC’s
& OLA’s
Negoti
ateAgr
ee S
LA’s
Catalogue s
ervice
s
Established Function
Monito
rRep
ort
Review
Manage the ongoing process
Implement SLA’s
Periodic Reviews
Review
SLA
’s.
OLA’s,
UC’s
Review
SLM
proc
ess
1/18/2007 32
Financial Management for IT Services
Main processes: Budgeting, Accounting, ChargingService
Catalogue Budgeting Accounting Charging
SLM feedback
Cost Models
Financial Targets
Charging Policies
1/18/2007 33
Cost-by-Service CycleAll IT Costs
External ServiceHardware Software Employment Accommodation Transfer
Cost Elements
Direct Costs Indirect Costs absorbed by each service Unabsorbed Indirect Costs
Cost-by-Service
Service A Service B Service DService C Total Cost of IT services
1/18/2007 34
Capacity ManagementMore emphasis on a business management perspective. Reduced volume of technical how-to Sub-processes
Business Capacity ManagementService Capacity ManagementResource Capacity Management
Significant clarity on the principles, activities, planning and implementation, reporting metrics, relationships and capacity plan contents
1/18/2007 35
Capacity Management Activities
Business Capacity Business Capacity Management (BCM)Management (BCM)
Service Capacity Service Capacity Management Management (SCM)(SCM)
Resource Capacity Resource Capacity Management (RCM)Management (RCM)
Iterative Iterative ActivitiesActivities
Demand Demand MgmtMgmt
ModelingModeling
Application Application SizingSizing
Storage Storage of of
Capacity Capacity Mgmt Mgmt DataData
Production of the Capacity PlanProduction of the Capacity Plan
CDBCDB
1/18/2007 36
IT Service Continuity Management
ITSCM is part of and supports the larger Business Continuity Management (BCM)Scope of ITSCM
OUT: Business Recovery (part of BCM)IN: all components (including non-IT) relevant to IT-Service Continuity
Business Impact Analysis identify minimal service levels for critical business processesManagement structure, roles and responsibilities
1/18/2007 37
Stage 1 Initiation
Stage 2 Requirements & Strategy
Stage 3 Implementation
Stage 4 Operational Management
Business Continuity Lifecycle
1/18/2007 38
Availability ManagementSignificant improvement in clarity of process goal, mission statement and scope without technical complicationsPlanning and design for high availability and recovery
Length of unavailability
time
Impact of unavailability
time
1/18/2007 39
Availability Management
Thorough guidance on End-User Availability metrics and reporting
Vital Business Functions (VBFs)cost of UNavailability
Comprehensive guidance for availability improvement – analysis, methods and techniques
Component Failure Impact Analysis (CFIA)Service Outage Analysis (SOA)
1/18/2007 40
Service Delivery process model
Management Tools
The Business, Customers or Users
Availability Management
Capacity Management
Service Level Management
IT Financial Management
IT Service Continuity
Requirements Requirements Targets Targets
AchievementsAchievements
Alerts and Exceptions Changes
1/18/2007 41
Service Delivery
Ensure current and future resources are greater than or equal to demand, and provided cost effectively.
Capacity
Optimize the capability of the infrastructure and organization to deliver a cost effective and sustained level of availability.
Availability
To maintain and improve IT service quality through an ongoing cycle of agreeing, monitoring and reporting to meet customer needs.
Service Level
1/18/2007 42
Service Delivery (cont.)
Ensure recovery of IT systems to normal state after a disaster within agreed timeframes and using alternate methods.
Service Continuity Management
Plan for IT services and provide cost-effective stewardship of the IT assets and resources.
Financial
1/18/2007 43
ITIL Service Desk
Service Level Management
FinancialManagementAvailability
Management
IT Service ContinuityManagement
Capacity Management
ServiceDelivery
Service Desk
Change Management
ReleaseManagementIncident
Management
Configuration Management
Problem Management
ServiceSupport
1/18/2007 44
Service Desk
Single point of contact for incident reporting and service requests.
Provides advice and guidance.
Works towards rapid restoration of normal services.
Service Desk
Service Request: a request that is not due to disruption.
1/18/2007 45
Benefits for IT CustomersMore customer-focused IT servicesMore effective use of ITImproved flexibilityImproved specification of IT servicesImproved manageability of quality and costsImproved communication with the IT department
Faster, Better and Cheaper
Faster, Better and Cheaper
1/18/2007 46
Benefits for IT Organisations
Improves efficiency through better alignment with business objectivesReduces “island thinking” by way of process alignment Offers simple and recognizable framework to improve communication Applies to any IT department because it is independent of technology, type of organization and size etc.Is based on best practices.
1/18/2007 47
Benefits of Best Practices
Streamlines processes.Improves reliability of services.Adapts to changing needs of users.Allows operational, tactical and strategic planning.
1/18/2007 48
The Jigsaw Concept -I
The original CCTA framework
1/18/2007 49
The Jigsaw Concept -IIImplementing ITILImplementing ITIL
The revised OGC ITIL framework - 2001
The The Business Business PerspectivePerspective Infrastructure Infrastructure
ManagementManagement
Service Service SupportSupportService Service
DeliveryDelivery
Applications Applications ManagementManagement
1/18/2007 50
The Jigsaw Concept -III
The current OGC framework
1/18/2007 51
BS15000 Processes
Resolution Processes
ReleaseProcesses
Service Delivery Processes
RelationshipProcesses
Control Processes
SecurityManagement
Release Management
Incident Management
Problem Management
Configuration ManagementChange Management
Service Level Management
Availability& ContinuityManagement
Service Reporting
CapacityManagement
FinancialManagement
BusinessRelationshipManagementSupplierManagement
1/18/2007 52
Application Management Life-cycle
1/18/2007 53
Maturity of IT Organizations
1/18/2007 54
ITIL Maturity Model
1/18/2007 55
ITIL Capability Maturity Model
1/18/2007 56
Comparing ITS CMM to ITIL
1/18/2007 57
Questions?
1/18/2007 58
For more Info…
Pink Elephant : www.pinkelephant.comITIL (Libraries) & Service Management directories: www.itil-itsm-world.com/British government ITIL: www.ogc.gov.uk/index.asp?id=2261Foundations of IT Service Management, based on ITIL (Pieper, M.;Veen, A. van der; Bon, J. van ). ISBN: 9077212582 IT Service Management Forum: http://www.itsmfusa.org/mc/page.doThe IT Service Capability Maturity Model: Frank Niessinka, Viktor Clerca, Ton Tijdinka, and Hans van Vlietbhttp://www.itservicecmm.org/
SudhenduD@gmail.com, Sudhendu.Das@citigroup.com(908) 616 -1369, (908) 563 -2646
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