Introduction To ITIL Slide Share
- 1. Introduction To ITIL Lunch and Learn By David Slater, MSSE, PMP
- 2. The Context Why learn about ITIL? It‟sa world-wide de facto standard It has become a mandate in many organizations – i.e., certification Its processes overlap SDLC processes – E.g., configuration management, change management, etc. – Need to coordinate your SDLC with ITIL A learning individual is a winning individual!
- 3. IT Best Practices We all know about SDLC best practices, and many of us know about Project Management best practices, but how many of us know about IT Service best practices? If you are unfamiliar with this area of IT competency, your learning journey begins with an understanding of IT Service Management……
- 4. What is IT Service Management? A process-based framework for the support and delivery of quality IT services IT Service: A set of related functions IT provides that are seen by the Customer as a coherent, self-contained entity Quality: Matched to business needs and user requirements as these evolve A structured approach to managing the relationships between IT service providers and their customers Similar in concept to PMBOK (project management) and CMMI
- 5. What is ITIL? IT Infrastructure Library World‟s de facto standard IT Service Management framework Set of publications Best practice guidance Non-prescriptive, vendor-neutral Public domain
- 6. Why was ITIL created? Createcomprehensive, consistent and coherent codes of Best Practice for quality IT Service Management Encourage the private sector to develop ITIL-related services and products (training, consultancy and tools)
- 7. ITIL Service Mgt process set IT Infrastructure Library (ITIL) consists of 6 sets: Service Support Service Delivery • Planning to Implement Service Management • ICT Infrastructure Management • Applications Management • The Business Perspective Within these a variable number of very specific disciplines are described. IT Service Management (ITSM) itself is generally divided into two main areas, Service Support and Service Delivery. Together, these two areas consist of 10 disciplines that are responsible for the provision and management of effective IT services.
- 8. Service Delivery Service Delivery is the management of the IT services themselves, and involves a number of management practices to ensure that IT services are provided as agreed between the Service Provider and the Customer Service Delivery consists of 5 disciplines: Service Level Management Capacity Management Continuity Management Availability Management IT Financial Management Business-facing processes
- 9. Service Level Management Insures agreed services are delivered when, where, and at the cost committed SLM involves 8 tasks: – Review existing services – Negotiate service agreements with Customers – Review the underpinning contracts of 3rd party service providers – Produce and monitor the Service Level Agreement (SLA) – Implement Service Improvement policy and processes – Establish priorities – Plan for service growth or reduction – Establish service costs and procedures for recovering those costs Governing contract is an SLA
- 10. Capacity Management Insures IT infrastructure is provided at the right time in the right volume at the right price CPM has 6 tasks: – Performance monitoring – Workload monitoring – Application sizing – Resource forecasting – Demand forecasting – Modeling Maintains a Capacity Plan
- 11. Continuity Management Insures IT Services can recover and continue from a serious incident – Reactive measures to respond to an incident – Proactive measures to reduce the risk of a disaster CTM has 8 tasks: – Conduct Business Impact Analysis (BIA) to prioritize business recovery – Perform Risk Assessment to identify the assets, threats, vulnerabilities and countermeasures for each IT Service – Evaluate options for recovery – Produce a Contingency Plan – Test, review, and revise the CP on a regular basis
- 12. Availability Management Insures levels of service availability are met Calculate availability using a model involving techniques such as Fault Tree Analysis – Serviceability – Services provided by a 3rd party support the SLA – Reliability – Time a component is expected to perform without failure – Recoverability – Time to restore a component to its operational state after a failure – Maintainability – The ease with which a component can be maintained, which can be both remedial or preventative – Resilience – Ability to withstand failure – Security – Ability of components to withstand breaches of security
- 13. IT Financial Management Insuring IT infrastructure is obtained at the most effective price, tracking the cost of providing IT services, and recovering those costs Costs are divided into costing units: – Equipment – Software – Organization (staff, overtime) – Accommodation – Transfer (costs of 3rd party service providers) Costs are Direct and Indirect, and can be Capital or Expense
- 14. Service Support Service Support is the practice of those disciplines that enable IT services to be provided effectively The 6 Service Support disciplines are: Configuration Management Incident Management Problem Management Change Management Service/Help Desk Release Management User-facing processes
- 15. Configuration Management CMDB – a database that tracks the maintenance, movement, and problems experienced with the Configuration Items: – Hardware – Software – Documentation – Personnel CM consists of four tasks: – Identification – specification of all components – Control – management of each Configuration Item – Status – maintaining the status of each item in the CMDB – Verification – reviews and audits to insure CMDB is accurate
- 16. Incident Management An 'Incident' is any event which causes, or may cause, an interruption or a reduction of the quality of a service Activities of the Incident Management process: – Incident detection and recording – Classification and initial support – Investigation and diagnosis – Resolution and recovery – Incident closure – Incident ownership, monitoring, tracking and communication
- 17. Problem Management Problem Management detects and provides solutions to problems and prevents their reoccurrence – Focus is on root cause analysis, not service recovery The key activities for this process are: – Provide problem control – Provide error control – Proactively manage problems – Conduct major problem reviews – Provide management information about Problem Management quality and operations
- 18. Change Management Change Management is the practice of ensuring all changes to Configuration Items are carried out in a planned and authorized manner – Document business reason for change – Identify affected Configuration Items and IT Services – Plan and test the change – Create a “back out” plan to handle unexpected results
- 19. Release Management Management of all software Configuration Items within the organization RM prepares and manages release plans and tracks release versions RM controls and distributes all software through a Definitive Software Library (DSL) – Master copies of all software is stored, and from here, its control and release is managed – The DSL consists of physical and logical stores Physical – Where all software media are stored Logical – Index of all software, releases, versions, etc., highlighting where the physical media can be located
- 20. Service/Help Desk The two main focuses of the Service Desk are Incident Control and Communication Service or Help Desks tend to embrace the following: – Receive all calls and e-mails on incidents – Incident recording, classification, and prioritization – Incident escalation – Search for a „work around‟ – Update the end user on progress – Handle communication for other ITIL processes – Report to stakeholders on service desk performance
- 21. Where can I learn More? ITIL is Public Domain intellectual property …..but the standards publications are not free http://www.itlibrary.org Great site for ITIL overview http://www.itil.org.uk Standards body web-site http://www.itil-toolkit.com Commercial web-site with good info resources http://www.itil-itsm-world.com Web-site that sells the ITIL Toolkit http://www.amazon.com Sells the Service Delivery and Service Support standards
- 22. Q&A Thank You