ITIL Track Presentation: What is ITIL, and Why Should I Care

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IT Service Management,
ITIL and CCN, Inc.
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IT Service Management
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Why were doing this
A failure of technology today can have a chilling
effect on business.
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Need for IT Service Management

• Business is more and more dependent on IT
• IT must deliver high-quality services to the
  business

• Characteristics of Quality Services
• Relevant
• Reliable
• Consistent
• Cost-Effective

The pursuit of IT service provision excellence
using ITIL principles is called IT Service
Management
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Before we go any further, a couple of important
terms

• Customers
• In ITIL, the Customer are those who commission,
  pay for and own the IT service.
• Customers are the people who articulate the
  needs of the business in relation to the service.
• Users
• In ITIL, Users are what might be described as
  the day-to-day end-users of the service.

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IT Service Management is - the process of
managing IT services to effectively and
efficiently meet the needs of the Customer
To execute the IT Service Management strategy,
you need

• Process Management skills
• Define a Vision, Assess the Starting Place, Map
  out a Plan and Measure Success
• Quality Management skills
• Customer Focus, Continuous Improvement,
  Fact-based Decisions, Integration of People,
  Process and Tools
• Best Practices guidance from ITIL
• Detailed guidance on IT process Best Practices

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Process Management
A process is a logically related series of
activities conducted towards achieving a defined
objective.

• Processes vs. Departments
• A persons team may be Service Desk or Desktop
  Support, LAN Administration, etc.
• They participate in many processes
• Process Management consists of
• Defining Processes
• Implementing Processes
• Maintaining Processes

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Quality Management

• Value of Quality Management
• Total Quality Management (TQM)
• Focus on the Customer
• Total Commitment from all Levels
• Employee Empowerment
• Continuous Improvement
• Fact-based Decision-making and measurable results
• Integration of Process, Product and People

What are the ways that your staff members can
contribute to Quality Management?
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Quality The Deming Cycle

• Plan
• Do
• Check
• Act

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ITIL
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So What is ITIL?

• Stands for IT Infrastructure Library
• Developed in 1980s by part of the UK government
  as part of a comprehensive IT service improvement
  program
• Offered to the public in 1989
• Comprises a processed-based framework of best
  practices for IT Service Management
• Each organization applies ITIL in the way most
  appropriate for them

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Scope Content

• ITSM ITIL are about more than just the Support
  Center. It is relevant to the entire IT
  organization.
• Built on a fundamental belief in the value of
  Process Improvement and Quality Management.
• Value has been demonstrated through successful
  application by organizations all over the world.
• The core processes described in ITIL are
  organized into areas known as Service Support and
  Service Delivery, but ITIL represents a
  comprehensive approach to IT Service Management.

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Players in the ITIL World

• Office of Government Commerce (OGC)
• UK Government agency and owners of the ITIL
  intellectual property.

• The Stationary Office (TSO)
• Official publishers of the ITIL books. Contract
  just renewed.

• EXIN BSC/ISEB
• Original licensed Examination Institutes

• IT Service Management Forum (itSMF)
• Global organization for practitioners of ITIL
  ITSM

• ITIL Certification Management Board (ICMB)
• Previous board running accreditation and
  certification

• APM Group
• Newly licensed Accreditation Certification
  organization

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Version 2 vs Version 3
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Governance Up till Now
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Current ITIL Library Version 2
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Core of the Library
IT Service Management
Service Support
Service Delivery
Service Desk
Service Level Management
Incident Management
Availability Management
Problem Management
Capacity Management
Configuration Management
IT Service Continuity Management
Change Management
Financial Management for IT Services
Release Management
Note that Service Desk is a Function, not a
process.
Security Management
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ITIL Certification Process

• Foundation Certificate in IT Service Management

• Practitioners Certificate in IT Service
  Management

• Managers Certificate in IT Service Management

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ITIL Process Organization
Long-term Planning, Vision Policy
Strategic Management
Maturity Level
Tactical Management
Service Delivery
Service Support
Operational Management
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Governance Going Forward
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Future ITIL Library Version 3
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Future ITIL Library Version 3
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Whats so Special About ITIL IT Service
Management?
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Introduction to Service Support
Service Support
Service Desk Function
Incident Management Process
Problem Management Process
Configuration Management Process
Change Management Process
Release Management Process
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Service Support Flow
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Service Desk Function

• Goals
• Provide Single Point of Contact (SPOC)
• Facilitate the restoration of normal operational
  service

• Key Concepts
• Reflects a function the IT organization needs to
  fill for the company
• Activities are part of the actual processes

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Incident Management

• Objectives
• To restore normal service operations ASAP
• To minimize negative business impact

• Incident Definition in ITIL
• An event which is not part of standard service
  operations and causes or may cause a reduction in
  service quality

• Key Concepts
• Governs the core activities that deliver the
  Service Desk function
• Includes the processing of Service Requests

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Problem Management

• Objectives
• To minimize adverse business impact of Incidents
  Problems
• To prevent recurrence of Incidents related to
  errors

• Scope
• Problem Control
• Error Control
• Proactive Problem Management

• Key Definitions
• Problem
• Known Error

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Configuration Management

• Objectives
• To account for all IT assets and configurations
• To provide accurate information
• To provide basis for other processes
• To verify configuration records

• Scope
• Covers identification, recording and reporting of
  IT components and their relationships

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Change Management

• Objectives
• To ensure that standardized methods are used for
  prompt handling of changes
• To minimize the impact of Change-related
  Incidents and improve day-to-day operations

• Key Concepts
• Is fundamentally process-based
• Covers changes to any managed CI
• High levels of interaction with other processes
• Supports different ways to handle different
  Change types

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Release Management

• Objective
• To protect the live environment and its services
  through use of formal procedures and checks to
  package and distribute Releases to the Customer

• Key Concepts
• Covers both hardware and software releases
• Ensures that the execution of approved Changes is
  coordinated and safe
• Covers both technical and non-technical sides of
  a release

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Service Delivery Processes
Service Delivery
Service Level Management Process
Availability Management Process
Capacity Management Process
IT Service Continuity Management Process
Financial Management for IT Services Process
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Service Delivery Flow
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Service Level Management

• Objective
• To maintain and improve IT Service quality
  through a constant cycle of agreeing, monitoring
  and reporting on IT Service achievements
• To instigate actions to eradicate poor service,
  in line with business or cost justification

• Scope
• Establishing a true partnership between the IT
  service provider and the Customer.

• Key Concepts
• SLM is more than just Service Level Agreements
  (SLAs)
• Defines and manages expectations.

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Availability Management

• Objective
• To enable the business to satisfy its business
  objectives by delivering a cost-effective and
  sustained level of Availability

• Key Definitions
• Availability
• Reliability
• Maintainability

• Key Concepts
• Serves the SLM process
• Concerned with the availability of services and
  components
• Concerned with security, integrity and
  availability of data

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Capacity Management

• Objective
• To ensure that the Capacity of the IT
  infrastructure matches the evolving demands of
  the business in the most cost-effective and
  timely manner.

• Sub-Processes
• Business Capacity Management
• Service Capacity Management
• Resource Capacity Management

• Activities
• Ongoing Activities
• Ad Hoc Activities
• Regular Activities

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IT Service Continuity Management

• Objective
• To support the overall Business Continuity
  Management process by ensuring that the required
  IT technical and services facilities can be
  recovered within required and agreed business
  timescales

• Scope
• Focus on critical business processes

• Activities
• Initiation Activities
• Requirements Analysis Strategy Definition
  Activities
• Implementation Activities
• Operational Management Activities

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Financial Management for IT Services

• Objectives
• To provide cost-effective stewardship of the IT
  assets and resources used in providing IT
  Services
• To account fully for the spend on IT Services and
  to attribute these costs to the services
  delivered to customers
• To assist in management decision-making on IT
  investment by providing detailed business cases
  for Changes to IT Services

• Scope
• Budgeting
• IT Accounting
• Charging

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And through it all
Security Management

• Objectives
• Meet the security requirements defined in the
  SLAs and other external requirements associated
  with contracts, legislation and externally
  imposed policies
• Provide a basic level of security, independent of
  external requirements

• Scope
• Component of Organizational Security
• Covers security in relation to IT service
  provision

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By applying ITIL Principles, an Organization Can

• Increase efficiency
• Increase effectiveness
• Reduce risks
• Reduce firefighting and become more proactive
• Align IT services directly with the needs of the
  business
• Control IT service costs
• Improve both Customer and employee satisfaction
• Treat the IT organization like a business