ITIL Fundamentals June 12, 2008 PMI-SVC Presentation

1. ITIL FundamentalsJune 12, 2008PMI-SVC Presentation Robert Trott Project Management Technology Consulting

2. ITSMI This information comes from the IT Service Management Institute The Service Management ITIL Foundation Certification Class Version 6.0.5 The Managing the Business of IT Series An IT Service Management ‘Body of Knowledge’ (ITSMBOK ) Trade Mark

3. ITIL – Information Technology Infrastructure Library • Developed in 1980 ITIL documented best practices for the support and delivery of IT Operations and Services Management • Influenced by IBM’s Information Systems Management Architecture (ISMA) it was developed to be a frame work and standard for service management. • Backed by the international user group, the IT Service Management Forum (itSMF) and is the basis for ISO2000 specifications.

4. What is the IT Infrastructure Library • A library collection of IT operations management knowledge and experience consolidated into ten main domains • Applications or ideas to manage the day to day practice and planning of service management operations • ITIL is a starting point that represents a common language for IT business theoretically sound practices • It is supported by the IT Service Management Forum (itSMF) and is the basis for a multilevel IT professional certification program.

5. ITIL Certification Curriculum • ITIL Foundation Certificate • Understanding of the basic principles, terms, concepts and mission of each core functional domain • ITIL Practitioner Certification • Understands and demonstrates knowledge and ability to practice the implementation, management, and tailoring the 10 functional domains • ITIL Service Manager Management Certification • Understands the management philosophy, theory, overall benefits for the organization, implementation approach, key measurements and key ingredients for the success of the introduction of a service management strategy based on ITIL.

6. ITIL Exam Certification DomainsVersion 2.0 Architecture • Incident Management • Problem Management • Change Management • Configuration Management • Release Management • Service Level Management • Financial Management IT Services • Capacity Management • Availability Management • It Service Continuity Management • Service Desk Version 3.0 Architecture

7. ITIL ConstraintsIn and of itself it is Not the following • Implementable (adopt and adapt), • a common language, • an organization regulatory standard, • imposable, prescriptive, end goal. • A “how” to…

8. ITIL AssumptionsIt is a Driver for IT Service Management best practices A necessary cost of doing business and one of the top five business expenses. It represents a Holistic Service Management approach As an Assumption • Business demands IT is providing (improved) Value where results achieved are factored by the cost of achievement • Business requires IT have (a degree) of transparency where Expectations represent capability that is factored by required results

9. Planning to Implement Information and Communications Technology (ICT) Infrastructure Management The Business Perspective Service Management The Service Delivery Set The Service Support Set Application Management Software Asset Management Security Management ITIL Version 2.0 ArchitectureVersions 3.0 is in the final stages

10. The Service Delivery Set ITIL Version 2.0 Architecture The Business The Technology Planning to implement service management Service Management Service Support Service Delivery The Business Perspective ICT Infrastructure Management Software Asset Management Security Management Application Management

11. The Holistic Service Management Approach Encompasses the business (enterprise) IT approach Business Environment Business Plan Requirements Vision Strategy Mission Objectives Governance Framework Operations Framework Service Fulfillment

12. Service Management Practices Part 1 The Business Side • Business Service Management • Governance & Regulations Management • Portfolio Management • Business Relations Management • Business Continuity Management • Risk Management • Requirement Management • Service Fulfillment Management • Service Marketing Management • Service Planning • Service Provision Management • Provider Relations Management • Service Request Management • Service Opportunity Management • Service Quality Management • Service Quality Planning • Service Excellence • Service Lifecycle Management • Capacity Management • Performance Management • Audit and Assessment Management

13. Service Management Practices Part 2 The IT Side • Service Delivery Management • Service Level Management • Service Asset Management • Security Management • Capacity Management • Service Continuity • Availability Management • Service Operations Management • Service Support Management • Operations Level Management • Supplier Management • Service Incident Management • Problem Management • Service Impact Management • Service Infrastructure Management • Facilities Management • Applications Management • Systems Management • Configuration Management • Service Change Management • Service Release Management

14. Service Management Practices Part 3 Value Management • Financial Management of IT Service • Value Mapping

15. Service Management Holistic Practices Managing the Business of IT Reference Model Business Value Management IT Business Services Management Service Delivery Management Financial Management of IT Services Service Fulfillment Management Service Operations Management Value Mapping Service Quality Management Service Infrastructure Management

16. ITIL Service Delivery Set ITIL Version 2.0 Architecture Service Management Service Delivery Service Level Management Financial Mgt for IT Mgt Capacity Management Availability Management IT Services Continuity Mgt

17. Service Level Management Domain • Goals • Meet expectations, Right quality, Within cost, Understood by customer, Measurable by provider, Promise what you can measure, Inspect what you expect • Scope • Service provider organization, Align business & IT expectations, Arbitrate service issues, Control customer satisfaction, Translate customer results, Value of IT service • Concepts • Service, Service Quality Plan, Service Improvement Plan, Service Catalog, Service request provision, Service level requirements, Service level agreement levels, Operational level agreement, Underpinning contracts • Major Activities • Plan, Catalog, Request management, Define requirements, Negotiate, agree, contract, Monitor, Review, Report, Improve • Relationships • Financial Management, Service Desk Incident Mgt, Continuity Mgt, Capacity Mgt, Problem Mgt, Availability Mgt, Change Mgt, Configuration Mgt

18. SLM Scope of Operation Provider Facing Customer Facing Service Quality Plan Service Catalog Service Request Service Level Requirements Internal Specs External Specs Operations Level Agreement Underpinning Contracts Service Level Agreement Multi-level SLAs Corporate Service & Customer Service Targets Service Improvement Program Service Level Reports Service Incidents

19. Service Quality Management • Service Quality Plan • The core plan detaining overall strategy, objectives, targets of IT service • Contains major policy on catalog agreements, prioritization schemes, and operations • Should be linked to IT Business Plans and quality improvement initiatives • Service Improvement Program • Initiated as a result of unsatisfactory service levels • Developed in conjunction with Problem and Availability Management • Identifies actions to restore service levels

20. Service Catalog • An IT org without a Catalog is like a restaurant without a menu • Is a Service Portfolio, the basis for requesting and negotiating service level • Includes pricing models and charging methods • Requires integrated service request mgt processes

21. Catalog Elements • Offers lines of business and lines of service • Performance, communications, improvement, availability, accounting, support, infrastructure, business continuity, suppliers • Offers a Balanced Scorecard • Operational Level Agreements, std requests, response, changes, costs

22. Service Request Management • The single most influential Process represents 85% of the IT work Load • Typically managed by Service Desk where responses can span multiple IT functions and external resources • Quality and speed govern terms dscribed in service and the operations level agreement

23. Service Level Requirements • Mandatory reference to Service Catalog, encapsulated in a service request • Defines scope, customer requirements and prepares funding • Maps customer activities • Managed to a governance mandated lifecycle to serve a service level objective

24. Service Level Agreement • In conjunction with the Service Catalog the primary tool for expectation management • May be developed at multiple levels: corporate, service (regardless of customers), Customer (most detailed closet to personal service)

25. Operational Level Agreement (OLA) • Required to enable effective, efficient SLAs • Derived from the internal specs • Using the same monitoring policy as for the underpinning contracts • Standard OLAs encouraged for infrastructure mgt groups: network, database, applications, and overal service request mgt

26. Underpinning Contracts (UC) • Used to Manage external suppliers • Support service levels defined in the OLAs • Require approval of contracts administrator and usually the customer • Should represent ‘Cascade’ of service level targets seen in SLA and OLA

27. The End • There’s more than meets the eye in ITIL • The question is how far do you want to take your enterprise? • What you want ITIL to help you with?