itil: an overvie overview.pdf · itil: an overview brian johnson and reg harbeck ca sunday,...
TRANSCRIPT
![Page 1: ITIL: An Overvie Overview.pdf · ITIL: An Overview Brian Johnson and Reg Harbeck CA Sunday, February 11, 2007 Session #1443](https://reader034.vdocuments.us/reader034/viewer/2022042709/5f416e6e3e70e35ad42ae729/html5/thumbnails/1.jpg)
ITIL: An Overview
Brian Johnson and Reg HarbeckCA
Sunday, February 11, 2007Session #1443
![Page 2: ITIL: An Overvie Overview.pdf · ITIL: An Overview Brian Johnson and Reg Harbeck CA Sunday, February 11, 2007 Session #1443](https://reader034.vdocuments.us/reader034/viewer/2022042709/5f416e6e3e70e35ad42ae729/html5/thumbnails/2.jpg)
2Copyright © 2007 CA. All trademarks, trade names, services marks and logos referenced herein belong to their respective companies.
![Page 3: ITIL: An Overvie Overview.pdf · ITIL: An Overview Brian Johnson and Reg Harbeck CA Sunday, February 11, 2007 Session #1443](https://reader034.vdocuments.us/reader034/viewer/2022042709/5f416e6e3e70e35ad42ae729/html5/thumbnails/3.jpg)
3Copyright © 2007 CA. All trademarks, trade names, services marks and logos referenced herein belong to their respective companies.
![Page 4: ITIL: An Overvie Overview.pdf · ITIL: An Overview Brian Johnson and Reg Harbeck CA Sunday, February 11, 2007 Session #1443](https://reader034.vdocuments.us/reader034/viewer/2022042709/5f416e6e3e70e35ad42ae729/html5/thumbnails/4.jpg)
4Copyright © 2007 CA. All trademarks, trade names, services marks and logos referenced herein belong to their respective companies.
Co-presenter Brian Johnson attends an ITSMFmeeting.
![Page 5: ITIL: An Overvie Overview.pdf · ITIL: An Overview Brian Johnson and Reg Harbeck CA Sunday, February 11, 2007 Session #1443](https://reader034.vdocuments.us/reader034/viewer/2022042709/5f416e6e3e70e35ad42ae729/html5/thumbnails/5.jpg)
Service Support
![Page 6: ITIL: An Overvie Overview.pdf · ITIL: An Overview Brian Johnson and Reg Harbeck CA Sunday, February 11, 2007 Session #1443](https://reader034.vdocuments.us/reader034/viewer/2022042709/5f416e6e3e70e35ad42ae729/html5/thumbnails/6.jpg)
6Copyright © 2007 CA. All trademarks, trade names, services marks and logos referenced herein belong to their respective companies.
Service reportsIncident statistics
Audit reports
CMDB
IncidentManagement
ProblemManagement Change
Management ReleaseManagement
ConfigurationManagement
Incidents ProblemsKnown Errors Changes Releases CIs
Relationships
Incidents
ManagementTools
CMD reportsCMDB statisticsPolicy/standards
Audit reports
Incidents
Service Desk
DifficultiesQueriesEnquires
CommunicationsUpdates
Work-arounds
Customersurvey reports
Changes
Releases
The Business, Customers, or Users
Release scheduleRelease statisticsRelease reviewsSecure library
Testing StandardsAudit reports
Change scheduleCAB minutes
Change statisticsChange reviews
Audit reports
Problem statisticsTrend analysis
Problem reportsProblem reviewsDiagnostic aidsAudit reports
THE SERVICE SUPPORTPROCESS MODEL
![Page 7: ITIL: An Overvie Overview.pdf · ITIL: An Overview Brian Johnson and Reg Harbeck CA Sunday, February 11, 2007 Session #1443](https://reader034.vdocuments.us/reader034/viewer/2022042709/5f416e6e3e70e35ad42ae729/html5/thumbnails/7.jpg)
7Copyright © 2007 CA. All trademarks, trade names, services marks and logos referenced herein belong to their respective companies.
And version 3 will change all this….
![Page 8: ITIL: An Overvie Overview.pdf · ITIL: An Overview Brian Johnson and Reg Harbeck CA Sunday, February 11, 2007 Session #1443](https://reader034.vdocuments.us/reader034/viewer/2022042709/5f416e6e3e70e35ad42ae729/html5/thumbnails/8.jpg)
8Copyright © 2007 CA. All trademarks, trade names, services marks and logos referenced herein belong to their respective companies.
Service Support
![Page 9: ITIL: An Overvie Overview.pdf · ITIL: An Overview Brian Johnson and Reg Harbeck CA Sunday, February 11, 2007 Session #1443](https://reader034.vdocuments.us/reader034/viewer/2022042709/5f416e6e3e70e35ad42ae729/html5/thumbnails/9.jpg)
9Copyright © 2007 CA. All trademarks, trade names, services marks and logos referenced herein belong to their respective companies.
Incident Management
![Page 10: ITIL: An Overvie Overview.pdf · ITIL: An Overview Brian Johnson and Reg Harbeck CA Sunday, February 11, 2007 Session #1443](https://reader034.vdocuments.us/reader034/viewer/2022042709/5f416e6e3e70e35ad42ae729/html5/thumbnails/10.jpg)
10Copyright © 2007 CA. All trademarks, trade names, services marks and logos referenced herein belong to their respective companies.
Event to Resolution
IT Event
Detect Event
•Detect potential incidents from heterogeneous IT Infrastructure: network, system, database, application, web services, wireless, security, etc
Event Correlation
Classify Events
Investigation & Diagnostic (Problem Management)
InvestigateIncident
•Review asset details (configuration, memory, lease information)
• Identify fix (configuration change, patch required, lease expiration, memory upgrade, etc.)
AssessImpact
• Assess impact of planned changes on business processes and dependent assets
DiagnoseProblem
Match withSimilar Incidents
•Classify events based on criteria: impact to business, severity, # of user affected, geography, etc….
Schedule &ReleaseChange
•Deliver packaged release•Update CMDB
• Raise change request and set change priority & classification
CreateRequest forChange
CloseChangeRequest
Resolution
• Confirm successful fix•Close incident•Send survey•Liaison with problem mgmt to prevent recurrence
•Pinpoint source of problem by matching with similar incidents in the knowledge database
Correlate Events
•Aggregate events and compare data from multiple sources to predict potential service level breaches
PrioritizeEvent
•Prioritize event based on business impact •If resolution is available, initiate RFC•If not, send alert to operations to investigate problem
Coming from Service-
Level Monitoring of all flows
ApplicationErrors
% Utilization Exceeding Threshold
AssessActual ChangeImpact
•Access actual impact and if new problem occurs re-investigate & diagnose
Systems Self healing, Self adjusting
Solution Mapping
Roles Legend
Vendor
Business Manager
IT Administrator
End User
Network & Systems Operations Administrator
Security Administrator
![Page 11: ITIL: An Overvie Overview.pdf · ITIL: An Overview Brian Johnson and Reg Harbeck CA Sunday, February 11, 2007 Session #1443](https://reader034.vdocuments.us/reader034/viewer/2022042709/5f416e6e3e70e35ad42ae729/html5/thumbnails/11.jpg)
11Copyright © 2007 CA. All trademarks, trade names, services marks and logos referenced herein belong to their respective companies.
Service reportsIncident statistics
Audit reports
CMDB
IncidentManagement
ProblemManagement Change
Management ReleaseManagement
ConfigurationManagement
Incidents ProblemsKnown Errors Changes Releases CIs
Relationships
Incidents
ManagementTools
CMD reportsCMDB statisticsPolicy/standards
Audit reports
Incidents
Service Desk
DifficultiesQueriesEnquires
CommunicationsUpdates
Work-arounds
Customersurvey reports
Changes
Releases
The Business, Customers, or Users
Release scheduleRelease statisticsRelease reviewsSecure library
Testing StandardsAudit reports
Change scheduleCAB minutes
Change statisticsChange reviews
Audit reports
Problem statisticsTrend analysis
Problem reportsProblem reviewsDiagnostic aidsAudit reports
THE SERVICE SUPPORTPROCESS MODEL
Apply Event to Resolution IIF
![Page 12: ITIL: An Overvie Overview.pdf · ITIL: An Overview Brian Johnson and Reg Harbeck CA Sunday, February 11, 2007 Session #1443](https://reader034.vdocuments.us/reader034/viewer/2022042709/5f416e6e3e70e35ad42ae729/html5/thumbnails/12.jpg)
12Copyright © 2007 CA. All trademarks, trade names, services marks and logos referenced herein belong to their respective companies.
Problem Management
![Page 13: ITIL: An Overvie Overview.pdf · ITIL: An Overview Brian Johnson and Reg Harbeck CA Sunday, February 11, 2007 Session #1443](https://reader034.vdocuments.us/reader034/viewer/2022042709/5f416e6e3e70e35ad42ae729/html5/thumbnails/13.jpg)
13Copyright © 2007 CA. All trademarks, trade names, services marks and logos referenced herein belong to their respective companies.
Change Management
![Page 14: ITIL: An Overvie Overview.pdf · ITIL: An Overview Brian Johnson and Reg Harbeck CA Sunday, February 11, 2007 Session #1443](https://reader034.vdocuments.us/reader034/viewer/2022042709/5f416e6e3e70e35ad42ae729/html5/thumbnails/14.jpg)
14Copyright © 2007 CA. All trademarks, trade names, services marks and logos referenced herein belong to their respective companies.
Release Management
![Page 15: ITIL: An Overvie Overview.pdf · ITIL: An Overview Brian Johnson and Reg Harbeck CA Sunday, February 11, 2007 Session #1443](https://reader034.vdocuments.us/reader034/viewer/2022042709/5f416e6e3e70e35ad42ae729/html5/thumbnails/15.jpg)
15Copyright © 2007 CA. All trademarks, trade names, services marks and logos referenced herein belong to their respective companies.
CMDB
A Configuration Management Database (CMDB) is a critical element of an ITIL implementation.CMDB provides a single source of truth about Configuration Item information and the relationships between them.
![Page 16: ITIL: An Overvie Overview.pdf · ITIL: An Overview Brian Johnson and Reg Harbeck CA Sunday, February 11, 2007 Session #1443](https://reader034.vdocuments.us/reader034/viewer/2022042709/5f416e6e3e70e35ad42ae729/html5/thumbnails/16.jpg)
16Copyright © 2007 CA. All trademarks, trade names, services marks and logos referenced herein belong to their respective companies.
Configuration Management
![Page 17: ITIL: An Overvie Overview.pdf · ITIL: An Overview Brian Johnson and Reg Harbeck CA Sunday, February 11, 2007 Session #1443](https://reader034.vdocuments.us/reader034/viewer/2022042709/5f416e6e3e70e35ad42ae729/html5/thumbnails/17.jpg)
17Copyright © 2007 CA. All trademarks, trade names, services marks and logos referenced herein belong to their respective companies.
Service Support
![Page 18: ITIL: An Overvie Overview.pdf · ITIL: An Overview Brian Johnson and Reg Harbeck CA Sunday, February 11, 2007 Session #1443](https://reader034.vdocuments.us/reader034/viewer/2022042709/5f416e6e3e70e35ad42ae729/html5/thumbnails/18.jpg)
Service Delivery
![Page 19: ITIL: An Overvie Overview.pdf · ITIL: An Overview Brian Johnson and Reg Harbeck CA Sunday, February 11, 2007 Session #1443](https://reader034.vdocuments.us/reader034/viewer/2022042709/5f416e6e3e70e35ad42ae729/html5/thumbnails/19.jpg)
19Copyright © 2007 CA. All trademarks, trade names, services marks and logos referenced herein belong to their respective companies.
Exam
![Page 20: ITIL: An Overvie Overview.pdf · ITIL: An Overview Brian Johnson and Reg Harbeck CA Sunday, February 11, 2007 Session #1443](https://reader034.vdocuments.us/reader034/viewer/2022042709/5f416e6e3e70e35ad42ae729/html5/thumbnails/20.jpg)
20Copyright © 2007 CA. All trademarks, trade names, services marks and logos referenced herein belong to their respective companies.
MaintainabilityReliability
ServiceabilityStatistics&incidents
Audit reports
CMDB
AvailabilityManagement
CapacityManagement Business
ContinuityManagement Financial
Management
ConfigurationManagement
Incidents ProblemsKnown Errors Changes Releases CIs
Relationships
Incidents Incidents
(SLM)Service Desk
DifficultiesQueriesEnquires
CommunicationsUpdates
Workarounds
Customersurvey reports
StandardsStatisticsReports
Audit reports
ReviewsPlansTests
Audit reports
Performancestatistics&incidents
PlansTrend analysisDiagnostic aidsAudit reports
THE SERVICE DELIVERYPROCESS MODEL
![Page 21: ITIL: An Overvie Overview.pdf · ITIL: An Overview Brian Johnson and Reg Harbeck CA Sunday, February 11, 2007 Session #1443](https://reader034.vdocuments.us/reader034/viewer/2022042709/5f416e6e3e70e35ad42ae729/html5/thumbnails/21.jpg)
21Copyright © 2007 CA. All trademarks, trade names, services marks and logos referenced herein belong to their respective companies.
Service Delivery
![Page 22: ITIL: An Overvie Overview.pdf · ITIL: An Overview Brian Johnson and Reg Harbeck CA Sunday, February 11, 2007 Session #1443](https://reader034.vdocuments.us/reader034/viewer/2022042709/5f416e6e3e70e35ad42ae729/html5/thumbnails/22.jpg)
22Copyright © 2007 CA. All trademarks, trade names, services marks and logos referenced herein belong to their respective companies.
Availability Management
![Page 23: ITIL: An Overvie Overview.pdf · ITIL: An Overview Brian Johnson and Reg Harbeck CA Sunday, February 11, 2007 Session #1443](https://reader034.vdocuments.us/reader034/viewer/2022042709/5f416e6e3e70e35ad42ae729/html5/thumbnails/23.jpg)
23Copyright © 2007 CA. All trademarks, trade names, services marks and logos referenced herein belong to their respective companies.
Capacity Management
![Page 24: ITIL: An Overvie Overview.pdf · ITIL: An Overview Brian Johnson and Reg Harbeck CA Sunday, February 11, 2007 Session #1443](https://reader034.vdocuments.us/reader034/viewer/2022042709/5f416e6e3e70e35ad42ae729/html5/thumbnails/24.jpg)
24Copyright © 2007 CA. All trademarks, trade names, services marks and logos referenced herein belong to their respective companies.
Kyoto agreement
….we want to know if the North Americans will agreeto restrict ITIL bull****emissions…
![Page 25: ITIL: An Overvie Overview.pdf · ITIL: An Overview Brian Johnson and Reg Harbeck CA Sunday, February 11, 2007 Session #1443](https://reader034.vdocuments.us/reader034/viewer/2022042709/5f416e6e3e70e35ad42ae729/html5/thumbnails/25.jpg)
25Copyright © 2007 CA. All trademarks, trade names, services marks and logos referenced herein belong to their respective companies.
Financial Management
![Page 26: ITIL: An Overvie Overview.pdf · ITIL: An Overview Brian Johnson and Reg Harbeck CA Sunday, February 11, 2007 Session #1443](https://reader034.vdocuments.us/reader034/viewer/2022042709/5f416e6e3e70e35ad42ae729/html5/thumbnails/26.jpg)
26Copyright © 2007 CA. All trademarks, trade names, services marks and logos referenced herein belong to their respective companies.
Service Level Management
![Page 27: ITIL: An Overvie Overview.pdf · ITIL: An Overview Brian Johnson and Reg Harbeck CA Sunday, February 11, 2007 Session #1443](https://reader034.vdocuments.us/reader034/viewer/2022042709/5f416e6e3e70e35ad42ae729/html5/thumbnails/27.jpg)
27Copyright © 2007 CA. All trademarks, trade names, services marks and logos referenced herein belong to their respective companies.
Beer
Beer
Geek
The IT Crack forces.Cigarettes around their necks and emergency beer supplies strapped to their sides. Copies ofGeek world under their arms.
IT Crack troops
In case of user
Break head
So these are our crack ITSpecialists….guaranteeingmy business continuity….I think it’s time to sell upnow!
![Page 28: ITIL: An Overvie Overview.pdf · ITIL: An Overview Brian Johnson and Reg Harbeck CA Sunday, February 11, 2007 Session #1443](https://reader034.vdocuments.us/reader034/viewer/2022042709/5f416e6e3e70e35ad42ae729/html5/thumbnails/28.jpg)
28Copyright © 2007 CA. All trademarks, trade names, services marks and logos referenced herein belong to their respective companies.
IT Service Continuity Management
![Page 29: ITIL: An Overvie Overview.pdf · ITIL: An Overview Brian Johnson and Reg Harbeck CA Sunday, February 11, 2007 Session #1443](https://reader034.vdocuments.us/reader034/viewer/2022042709/5f416e6e3e70e35ad42ae729/html5/thumbnails/29.jpg)
29Copyright © 2007 CA. All trademarks, trade names, services marks and logos referenced herein belong to their respective companies.
Service Delivery
![Page 30: ITIL: An Overvie Overview.pdf · ITIL: An Overview Brian Johnson and Reg Harbeck CA Sunday, February 11, 2007 Session #1443](https://reader034.vdocuments.us/reader034/viewer/2022042709/5f416e6e3e70e35ad42ae729/html5/thumbnails/30.jpg)
30Copyright © 2007 CA. All trademarks, trade names, services marks and logos referenced herein belong to their respective companies.
Service Support
![Page 31: ITIL: An Overvie Overview.pdf · ITIL: An Overview Brian Johnson and Reg Harbeck CA Sunday, February 11, 2007 Session #1443](https://reader034.vdocuments.us/reader034/viewer/2022042709/5f416e6e3e70e35ad42ae729/html5/thumbnails/31.jpg)
31Copyright © 2007 CA. All trademarks, trade names, services marks and logos referenced herein belong to their respective companies.
Service Delivery
![Page 32: ITIL: An Overvie Overview.pdf · ITIL: An Overview Brian Johnson and Reg Harbeck CA Sunday, February 11, 2007 Session #1443](https://reader034.vdocuments.us/reader034/viewer/2022042709/5f416e6e3e70e35ad42ae729/html5/thumbnails/32.jpg)
32Copyright © 2007 CA. All trademarks, trade names, services marks and logos referenced herein belong to their respective companies.St Aidan and the ITILites
St Aidan and the ITILites
St Aidan leads his flock ofFollowers to the promisedland of ITIL certification.
He later went on to become famous for the parting of the non-compliant
standards, after which thoseorganizations not complying to the holy laws of ITIL would beCast asunder and have their
itSMF membership taken away.
Ever since then their has beenStandards intolerance and persecution,
Companies being audited for their beliefsand publicly condemned for not
complying.
ITIL Certification
![Page 33: ITIL: An Overvie Overview.pdf · ITIL: An Overview Brian Johnson and Reg Harbeck CA Sunday, February 11, 2007 Session #1443](https://reader034.vdocuments.us/reader034/viewer/2022042709/5f416e6e3e70e35ad42ae729/html5/thumbnails/33.jpg)
33Copyright © 2007 CA. All trademarks, trade names, services marks and logos referenced herein belong to their respective companies.
New management techniqueswill develop to turn IT managers into Leaders.Here is a CIO practicing his new management technique for dealing with SOX issues…
And the future?
![Page 34: ITIL: An Overvie Overview.pdf · ITIL: An Overview Brian Johnson and Reg Harbeck CA Sunday, February 11, 2007 Session #1443](https://reader034.vdocuments.us/reader034/viewer/2022042709/5f416e6e3e70e35ad42ae729/html5/thumbnails/34.jpg)
Questions/Discussion