itil v3 at computerland : presentation to the team - sept 2014

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Page 1: ITIL v3 at COMPUTERLAND : presentation to the team - Sept 2014

ITILv3 Introduction and OverviewTechnical Broadcast – septembre

Page 2: ITIL v3 at COMPUTERLAND : presentation to the team - Sept 2014

Agenda for the Session• What is ITIL?• What about V3?• Key Concepts• Service Management & Delivery • The Service Lifecycle• The Five Stages of the lifecycle• ITIL Roles• Functions and Processes

Page 3: ITIL v3 at COMPUTERLAND : presentation to the team - Sept 2014

What is ITIL?

ITIL I nformation T echnology I nfrastructureL ibrary

Page 4: ITIL v3 at COMPUTERLAND : presentation to the team - Sept 2014

What is ITIL?• Systematic approach to high quality IT service

delivery• Documented best practice for IT Service

Management• Provides common language with well-defined

terms• Developed in 1980s by what is now The Office of

Government Commerce• itSMF also involved in maintaining best practice

documentation in ITIL- itSMF is global, independent, not-for-profit- www.itsmf.be – www.itsmf.com

Page 5: ITIL v3 at COMPUTERLAND : presentation to the team - Sept 2014

What about V3?• V1 ITIL started in 80s.

– 40 publications!• V2 came along in 2000-2002

– Still Large and complex– 8 Books– Talks about what you should do

• V3 in 2007– Much simplified and rationalised to 5 books– Much clearer guidance on how to provide service– Easier, more modular accreditation paths– Keeps tactical and operational guidance– Gives more prominence to strategic ITIL guidance

relevant to senior staff– Aligned with ISO20000 standard for service

management

Page 7: ITIL v3 at COMPUTERLAND : presentation to the team - Sept 2014

Key ConceptsWhat means SERVICE for you?In ITIL glossary:Service :

A means of delivering value to Customers by facilitating Outcomes

Customers want to achieve without the ownership of specific Costs and Risks.

(Un moyen d'offrir une valeur aux clients en facilitant les résultats que les clients veulent réaliser sans donner la propriété des coûts et des risques spécifiques.)

Page 8: ITIL v3 at COMPUTERLAND : presentation to the team - Sept 2014

Key Concepts• IT Service (ITILv1): A set of related functions provided by IT systems

in support of one or more business areas, which in turn may be made up of software, hardware and communications facilities, perceived by the customer as a coherent and self-contained entity.

• IT Service (ITILv2): A set of related components provided in support of one or more business processes. The service will comprise a range of Configuration Item (CI) types but will be perceived by Customers and Users as a self-contained, single, coherent entity.

• IT Service (ITILv3): A Service provided to one or more Customers, by an IT Service Provider. An IT Service is based on the use of Information Technology and supports the Customer's Business Process. An IT Service is made up from a combination of People, Processes and technology and should be defined in a Service Level Agreement.

Page 9: ITIL v3 at COMPUTERLAND : presentation to the team - Sept 2014

Key Concepts• SERVICE LEVEL

– Measured and reported achievement against one or more service level targets– E.g.

• Red/Gold = 1 hour response 24/7• Amber/Silver = 4 hour response 8/5• Green/Bronze = Next business day

• SERVICE LEVEL AGREEMENT– Written and negotiated agreement between Service Provider and Customer

documenting agreed service levels and costs

Page 10: ITIL v3 at COMPUTERLAND : presentation to the team - Sept 2014

Key Concepts• CONFIGURATION MANAGEMENT SYSTEM(CMS)

– Purpose : provide accurate and up-to-date information regarding how the environment is configured

– What : Repository and interfaces for management of information concerning items under configuration control (Configuration Items) in the environment

– How : stores records of CI in the CMDB – Includes information about Incidents, Problems, Know Errors, Changes

and Releases– May contain data about Employees, Suppliers, Locations, Business Units,

Customers and Users

Page 11: ITIL v3 at COMPUTERLAND : presentation to the team - Sept 2014

Key Concepts• CONFIGURATION MANAGEMENT DATABASE (CMDB)

– Tool for collecting, storing, managing, updating and presenting data about all Configuration Item and their relationships.– Records hardware, software, documentation and

anything else important to IT provision– The heart beating

• CONFIGURATION ITEM- Each element contains in the CMDB

Page 12: ITIL v3 at COMPUTERLAND : presentation to the team - Sept 2014

Key Concepts• RELEASE and DEPLOY

ITIL Release Management's goal is to protect the live or production environment services through use of formal procedures and checks.Collection of hardware, software, documentation, processes or other components required to implement one or more approved changes to IT Services. The content of each Release are managed, tested and deployed as a single entity.

• CHANGEThe addition, modification or removal of anything that could have an effect on IT Services. The scope should include all IT Services, Configuration Items, Documentation …

Page 13: ITIL v3 at COMPUTERLAND : presentation to the team - Sept 2014

Key Concepts• INCIDENT

– Unplanned interruption to an IT service or an unplanned reduction in its quality

• WORK AROUND– Reducing or eliminating the impact of an incident without resolving it

• PROBLEM– Unknown underlying cause of one or more incidents

Page 14: ITIL v3 at COMPUTERLAND : presentation to the team - Sept 2014

4 Ps of Service Management

• People – skills, training, communication• Processes – actions, activities, changes,

goals• Products – tools, monitor, measure, improve• Partners – specialist suppliers

Page 15: ITIL v3 at COMPUTERLAND : presentation to the team - Sept 2014

How the Lifecycle stages fit together

Page 16: ITIL v3 at COMPUTERLAND : presentation to the team - Sept 2014

How the Lifecycle stages fit together

Page 17: ITIL v3 at COMPUTERLAND : presentation to the team - Sept 2014

Service Strategy

Page 18: ITIL v3 at COMPUTERLAND : presentation to the team - Sept 2014

Service Strategy• What are we going to provide?• Can we afford it?• Can we provide enough of it?• How do we gain competitive advantage?• Perspective

– Vision, mission and strategic goals• Position• Plan• Pattern

– Must fit organisational culture model

Page 19: ITIL v3 at COMPUTERLAND : presentation to the team - Sept 2014

Assets• Service Assets:

Resources– Things you buy or pay for– IT Infrastructure, people, money– Tangible Assets Capabilities– Things you grow– Ability to carry out an activity– Intangible assets– Transform resources into Services

• Strategic Assets: Physical assets Products Services contained in a service lifecycle

Page 20: ITIL v3 at COMPUTERLAND : presentation to the team - Sept 2014

Service Portfolio Management

• Prioritises and manages investments and resource allocation

• Proposed services are properly assessed– Business Case

• Existing Services Assessed. Outcomes:

– Replace– Rationalise– Renew– Retire

Page 21: ITIL v3 at COMPUTERLAND : presentation to the team - Sept 2014

Financial Management

• Requires determination of : the actual cost of service; the price to charge for all services; reporting ongoing costs and cost recovery and integration with financial applications

Page 22: ITIL v3 at COMPUTERLAND : presentation to the team - Sept 2014

Demand Management

• Ensures we don’t waste money with excess capacity

• Ensures we have enough capacity to meet demand at agreed quality

• Patterns of Business Activity to be considered:« Profil de charge de travail d’une ou de plusieurs activités métier. Les schémas d’activité métier aident le fournisseur de service informatique à comprendre et à planifier les

variations d’activités liées au métier. »

Page 23: ITIL v3 at COMPUTERLAND : presentation to the team - Sept 2014

ROI

• Return on Investment

• Demonstrate value of new and existing services or service improvements by providing ROI information

Page 24: ITIL v3 at COMPUTERLAND : presentation to the team - Sept 2014

How the Lifecycle stages fit together

Page 25: ITIL v3 at COMPUTERLAND : presentation to the team - Sept 2014

Service Design• How are we going to provide it?• How are we going to build it?• How are we going to test it?• How are we going to deploy it?

Page 26: ITIL v3 at COMPUTERLAND : presentation to the team - Sept 2014

Service Catalogue

Business Process A Business Process B Business Process C

Business Service Catalogue

Service 1 Service 2 Service 3 Service 4 Service 5 Service 6

Technical Service Catalogue

Software Support Applications CapabilityDatabasesHardware

Page 27: ITIL v3 at COMPUTERLAND : presentation to the team - Sept 2014

Service Catalogue

Page 28: ITIL v3 at COMPUTERLAND : presentation to the team - Sept 2014

Service Catalogue

Page 29: ITIL v3 at COMPUTERLAND : presentation to the team - Sept 2014

Service Level Management• Service Level Management can generally be described in

four words: “building and managing relationships.”

That is building relations with IT customers, building relationships between functional groups within IT , and building relationships with the vendor community who provide services to IT .

Page 30: ITIL v3 at COMPUTERLAND : presentation to the team - Sept 2014

Service Level Management

Page 31: ITIL v3 at COMPUTERLAND : presentation to the team - Sept 2014

Service Level Management• Service Level Agreements

• Between Business and Service Provider• Operational Level Agreements

• Internal• Underpinning Contracts

• External Organisation• Supplier Management

Can be an annex to a contractShould be clear, fair and written in easy-to-understand, unambiguous language

• Success of SLM (KPIs)How many services have SLAs?How does the number of breaches of SLA change over time?

Page 32: ITIL v3 at COMPUTERLAND : presentation to the team - Sept 2014

Capacity Management• Right Capacity, Right Time, Right Cost!

Balances Cost against Capacity so minimises costs while maintaining quality of service.3 types of Capacity:

Business Capacity Management– Ensuring future business requirements for IT services are planned, and

current service provision is business aligned Service Capacity Management

– Management of the performance of live, operational IT application services Component Capacity Management

– Management of the individual components of the IT infrastructure

Page 33: ITIL v3 at COMPUTERLAND : presentation to the team - Sept 2014

Availability Management

• Services are available for use during expected timeframes as specified in SLAs.

• Ensure that IT services matches or exceeds agreed targets.

• Optimize the capability of the IT infrastructure, services and supporting organization to deliver a cost effective and sustained level of service availability that meets business requirements.

Page 34: ITIL v3 at COMPUTERLAND : presentation to the team - Sept 2014

Availability Management

• Serviceability – where a service is provided by a 3rd party organization, this is the expected availability of a component.

• Reliability – the time for which a component can be expected to perform under specific conditions without failure.

• Recoverability – the time it should take to restore a component back to its operational state after a failure.

• Maintainability – the ease with which a component can be maintained, which can be both remedial and preventative.

• Resilience – the ability to resist to failure.• Security – the ability of components to resist to breaches of security.

Page 35: ITIL v3 at COMPUTERLAND : presentation to the team - Sept 2014

IT Service Continuity Management – what?IT Service Continuity Management is • The Process responsible for managing risks that could seriously

impact IT Services. ITSCM ensures that the IT Service Provider can always provide minimum agreed Service Levels, by reducing the Risk to an acceptable level and Planning for the Recovery of IT Services.

• ITSCM should :– be designed to support Business Continuity Management.– ensures resumption of services within agreed timescale.

• Business Impact Analysis informs decisions about resources– E.g. Stock Exchange can’t afford 5 minutes downtime but 2

hours downtime probably wont badly affect a departmental accounts office or a college bursary

Page 36: ITIL v3 at COMPUTERLAND : presentation to the team - Sept 2014

Information Security Management

• Confidentiality– Making sure only those authorised can see data

• Integrity– Making sure the data is accurate and not corrupted

• Availability– Making sure data is supplied when it is requested

Page 37: ITIL v3 at COMPUTERLAND : presentation to the team - Sept 2014

How the Lifecycle stages fit together

Page 38: ITIL v3 at COMPUTERLAND : presentation to the team - Sept 2014

Service Transition• Service Transition involves the development of capabilities for

transitioning new and changed services into operations while ensuring the requirements of Service Strategy, encoded in Service Design, are effectively realized in Service Operations.

• Service Transition helps to control the risk of failure and disruption while introducing new or changed services into production :

Build Deployment Testing User acceptance In production

Page 39: ITIL v3 at COMPUTERLAND : presentation to the team - Sept 2014

Good service transition

• Set customer expectations• Enable release integration• Reduce performance variation• Document and reduce known errors• Minimise risk• Ensure proper use of services

Page 40: ITIL v3 at COMPUTERLAND : presentation to the team - Sept 2014

Service Asset and Configuration

• Managing these properly is key• Provides Logical Model of Infrastructure and

Accurate Configuration information• Controls assets• Minimised costs• Enables proper change and release

management• Speeds incident and problem resolution

Page 41: ITIL v3 at COMPUTERLAND : presentation to the team - Sept 2014

Configuration Management System

Service Management

KB

Asset and Configuration

Info

Change Data

Release Data

Application Data Document

Page 42: ITIL v3 at COMPUTERLAND : presentation to the team - Sept 2014

Build the heart...

• A Baseline is a “last known good configuration”

• But the CMS will always be a “work in progress” and probably always out of date. But still worth having

• Current configuration will always be the most recent baseline plus any implemented approved changes

Page 43: ITIL v3 at COMPUTERLAND : presentation to the team - Sept 2014

Change Management – or what we all get wrong!• Respond to customers changing business requirements• Respond to business and IT requests for change that will align

the services with the business needs• Roles

– Change Manager– Change Authority

• Change Advisory Board (CAB)• Emergency CAB (ECAB)

“80% of service interruption is caused by operator error or poor change control (Gartner)”

Page 44: ITIL v3 at COMPUTERLAND : presentation to the team - Sept 2014

Change Types

• Normal– Non-urgent, requires approval

• Standard– Non-urgent, follows established path, no approval needed

• Emergency– Requires approval but too urgent for normal procedure

Page 45: ITIL v3 at COMPUTERLAND : presentation to the team - Sept 2014

Change Advisory Board• Who must be present:

Change Manager (VITAL) One or more of

– Customer/User– User Manager– Developer/Maintainer– Expert/Consultant– Contractor

• CAB considers the 7 Rs Who RAISED?, REASON, RETURN, RISKS, RESOURCES, RESPONSIBLE, RELATIONSHIPS to other changes

Page 46: ITIL v3 at COMPUTERLAND : presentation to the team - Sept 2014

Release Management

• Release is a collection of authorised and tested changes ready for deployment

• A rollout introduces a release into the live environment• Full Release

– e.g. Office 2007• Delta (partial) release

– e.g. Windows Update• Package

– e.g. Windows Service Pack

Page 47: ITIL v3 at COMPUTERLAND : presentation to the team - Sept 2014

Phased or Big Bang?

• Phased release is less painful but more work• Deploy can be manual or automatic• Automatic can be push or pull• Release Manager will produce a release policy• Release MUST be tested and NOT by the

developer or the change instigator

Page 48: ITIL v3 at COMPUTERLAND : presentation to the team - Sept 2014

Validation, Testing and Evaluation

• Service Validation and Testing:– Develop and implement a structured validation and test process

that provide objective evidence that new or changed services will support the defined requirements and agreed service levels

• Evaluation:– Provide a consistent and standardized process to determine the

performance of a service change as it relates to existing and proposed services and the IT infrastructure

Page 49: ITIL v3 at COMPUTERLAND : presentation to the team - Sept 2014

Knowledge management

• Vital to enabling the right information to be provided at the right place and the right time to the right person to enable informed decision

• Stops data being locked away with individuals• Obvious organisational advantage

Page 50: ITIL v3 at COMPUTERLAND : presentation to the team - Sept 2014

Data-Information-Knowledge-Wisdom

Data Information - who, what , where?

Knowledge- How?

Wisdom - Why?

Wisdom cannot be assisted by technology – it only comes with experience!

Service Knowledge Information Management System is crucial to retaining this extremely valuable information

Page 51: ITIL v3 at COMPUTERLAND : presentation to the team - Sept 2014

How the Lifecycle stages fit together

Page 52: ITIL v3 at COMPUTERLAND : presentation to the team - Sept 2014

Service Operation

• Maintenance• Management• Realises Strategic Objectives and is where the

Value is seen

Page 53: ITIL v3 at COMPUTERLAND : presentation to the team - Sept 2014

Service Operation Balances

A B

External

Quality

Stability

Proactive

Internal

Cost

Responsiveness

Reactive

Page 54: ITIL v3 at COMPUTERLAND : presentation to the team - Sept 2014

Incident Management

• Deals with unplanned interruptions to IT Services or reductions in their quality

• Failure of a configuration item that has not impacted a service is also an incident (e.g. Disk in RAID failure)

• Reported by:– Users– Technical Staff– Monitoring Tools

Page 55: ITIL v3 at COMPUTERLAND : presentation to the team - Sept 2014

Event Management

• A change of state which has significance for the management of a Configuration Item or IT Service.

• The term Event is also used to mean an Alert or Notification created by any IT Service, Configuration Item or Monitoring tool.

• Events typically require IT Operations personnel to take actions, and often lead to Incidents being logged.

• Need to make sense of events and have appropriate control actions planned and documented.

Page 56: ITIL v3 at COMPUTERLAND : presentation to the team - Sept 2014

Request Fulfilment• The Process responsible for managing the lifecycle of all Service

Requests.• Many of these service requests are actually:

– small changes,– low risk, – frequently occurring, – low cost, – …

• Should not be classed as Incidents or Changese.g.:

Password resets Standard software installations Additions to distribution lists User provisioning User deletion

Page 57: ITIL v3 at COMPUTERLAND : presentation to the team - Sept 2014

Problem Management

• The primary objective of this process is to prevent Incidents from happening and to minimize the impact of incidents that cannot be prevented.– Minimises impact of unavoidable incidents– Eliminates recurring incidents

• Proactive Problem Management– Identifies areas of potential weakness– Identifies workarounds

• Reactive Problem Management– Indentifies underlying causes of incidents– Identifies changes to prevent recurrence

Page 58: ITIL v3 at COMPUTERLAND : presentation to the team - Sept 2014

Access Management

• Right things for right users at right time• Concepts

Access Identity (Authentication) Rights (Authorisation) Service Group Directory

Page 59: ITIL v3 at COMPUTERLAND : presentation to the team - Sept 2014

Service Desk

• Local, Central or Virtual• Single point of contact• Skills for operators

Customer Focus Articulate Interpersonal Skills (patient!) Understand Business Methodical/Analytical Technical knowledge Multi-lingual

• Service desk often seen as the bottom of the pile Bust most visible to customers so important to get right!

Page 60: ITIL v3 at COMPUTERLAND : presentation to the team - Sept 2014

How the Lifecycle stages fit together

Page 61: ITIL v3 at COMPUTERLAND : presentation to the team - Sept 2014

Continual Service Improvement

• Focus on Process owners and Service Owners

• Ensures that service management processes continue to support the business

• Monitor and enhance Service Level Achievements

• Plan – do –check – act (Deming)

Page 62: ITIL v3 at COMPUTERLAND : presentation to the team - Sept 2014

Service Measurement

"if it's not measured, it doesn't exist"

• Technology (components, MTBF etc)• Process (KPIs - Critical Success Factors/CSF)• Service (End-to end, e.g. Customer Satisfaction)• Why?

Validation – Soundness of decisions Direction – of future activities Justify – provide factual evidence Intervene – when changes or corrections are needed

Page 63: ITIL v3 at COMPUTERLAND : presentation to the team - Sept 2014

7 Steps to Improvement

What should we measure?

What can we measure?

Gather data

Process dataAnalyse data

Present and use info

Corrective action

Page 64: ITIL v3 at COMPUTERLAND : presentation to the team - Sept 2014

ITIL Roles

• Process Owner– Ensures Fit for Purpose

• Process Manager– Monitors and Reports on Process

• Service Owner– Accountable for Delivery

• Service Manager– Responsible for initiation, transition and maintenance.

Lifecycle!

Page 65: ITIL v3 at COMPUTERLAND : presentation to the team - Sept 2014

ITIL Roles

Page 66: ITIL v3 at COMPUTERLAND : presentation to the team - Sept 2014

More Roles

• Business Relationship Manager A business relationship manager is the connection between the IT

department and the business units it services.• Service Asset & Configuration

Service Asset Manager Service Knowledge Manager Configuration Manager Configuration Analyst Configuration Librarian CMS tools administrator

Page 67: ITIL v3 at COMPUTERLAND : presentation to the team - Sept 2014

Functions and Processes• Process

– Structured set of activities designed to accomplish a defined objective– Inputs & Outputs– Measurable

• Function– Team or group of people and tools they use to carry out one or more

processes or activities– Own practices and knowledge body

Page 68: ITIL v3 at COMPUTERLAND : presentation to the team - Sept 2014

The End of the story

• Training: ITIL foundation • Game : Apollo 13• Coaching : by our experts• itSMF : bi-annual conference• Some books

Page 69: ITIL v3 at COMPUTERLAND : presentation to the team - Sept 2014

Questions

Page 70: ITIL v3 at COMPUTERLAND : presentation to the team - Sept 2014

See you later soon!

Page 71: ITIL v3 at COMPUTERLAND : presentation to the team - Sept 2014

Personal Details

Demierbe Marie [email protected]+32 474 85 11 60Function: Incident and Problem Manager