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ITIL BASICS

Michael DeWind

Senior ManagerHSBC Technology and Services

[email protected]

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ITIL BASICSApril 17, 2007 PagePagePagePage 2222

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 aRegistered Trade Mark as well as Community TradeMark 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 serviceand overcome difficulties associated with the growth ofIT systems.

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Gartners view of ITIL

IT Infrastructure Library (ITIL) is a major assetbecause it helps define a common language and

terminology to describe services, roles and processesfor IT infrastructure management, and it providestemplates for them

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Origins of ITIL

ITIL was developed in the 1980's by the United

Kingdom's Central Computer and TelecommunicationsAgency (CCTA)

The CCTA created ITIL in response to the growing

dependence on Information Technology to meetbusiness needs and goals

Although it has been managed by the CCTA since the

mid-1980s, ITIL is currently maintained and developedby the UK Office of Government Commerce (OGC).

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How is ITIL Organized?

ITIL is organized into a series of books defined byrelated function and process.

In addition to texts, ITIL services and products availablefrom 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 elementsand the

communicationsbetween the functional elements, takinga holistic, systems look at service delivery and supportwith 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 Managementfor IT Services

Security Management

CUSTOMER FACING

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Service Delivery

Service LevelManagement

FinancialManagement

SecurityManagement

AvailabilityManagement

CapacityManagement

IT ServiceContinuity

Management

(Future) BusinessRequirements

Metrics &Targets

Achievements, Alerts,

& Exceptions

Graphic provided by: www.images.google.com

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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

Change

Management

RFC

Configuration

Management

Release

Management

ProblemManagement

Incident

Management

RFC

Incident IT Operations

Service

Desk

Incident

Graphic provided by: www.images.google.com

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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 / changeand 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 aspossible

Minimize adverse impact on business operations

Incident: Any event which is not part of standardoperation 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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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 andimprove 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 toany 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 changesapproved 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 non-

technical, 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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CMDB

IncidentsProblems

Known ErrorsChanges Releases

MonitoringTools

Incidents

Incidents

ChangeManagement

ReleaseManagement

Release scheduleRelease statisticsRelease reviews

Secure libraryTesting standardsAudit reports

ConfigurationManagement

ProblemManagement

IncidentManagement

CustomerSurvey reports

CommunicationsUpdates

Work-arounds

Releases

DifficultiesQueries

Enquiries

CMDB reportsCMDB statisticsPolicy standardsAudit reports

Change scheduleCAB minutesChange statisticsChange reviewsAudit reports

Problem statisticsProblem reports

Problem reviewsDiagnostic aidsAudit reports

Service reportsIncident statisticsAudit reports

Changes

CIRelationships

Service Desk

CustomerSurveyreports

The Business, Customers or UsersARE YOU KIDDING ME?

Graphic provided by: www.ca.com

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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 yourenvironment/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-activeversus 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 centricdata

Targeted, considered investments to gain operational efficienciesthrough use of proven best practices

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In a nutshell:ITIL is a catalyst for organizational change; it enablesstronger and more productive relationships between IT

and The Business. ITIL helps improve efficiency andconsistency, 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

[email protected]

itil_basics_20070417.pdf

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