Information Technology Infrastructure Library (ITIL)

1. Information Technology Infrastructure Library (ITIL) History, Concepts and Alignment to CobiT and ISO 20000

2. Objectives: • Learn about the history of ITIL • Understand ITIL’s key objectives • Discover all components of the ITIL Framework • Visit each of the core 10 ITIL SM Processes • Learn the importance of process interaction • Understand the ISO 20000 & alignment to ITIL • Understand the alignment to CobiT Framework • Learn about the future of ITIL

3. WHAT IS ITIL? Framework for Best Practices in IT Service Management

4. ITIL Objectives • Three Key Objectives of IT Service Management: • Align IT Services with the Current and Future Needs of the Business and its Customers • Improve Quality of IT Services • Reduce Long-Term Costs of IT Service Provision

5. The Deming Cycle

6. The Deming Cycle

7. Planning to Implement Service Management Service Support The Business Perspective ICT Infrastructure Management Security Management The Business The Technology Service Delivery Applications Management Software Asset Management The ITIL Library Source: OGC

8. security ITInfrastructure Service Desk ITSM Components IT ServiceContinuityManagement Service Level Management Availability Management Release Management Service Delivery Set Capacity Management Service Support Set Change Management FinancialManagementfor IT services Configuration Management Incident Management Problem Management

10. Service Support • The Service Desk • Incident Management • Problem Management • Configuration Management • Release Management • Change Management • Service Delivery • Service Level Management • Availability Management • IT Service Continuity Management • Capacity Management • Financial Management for IT Services

11. The Service Desk The Service Desk Goals • To act as the single point of contact between the User and IT Service Management and track status of all customer interactions • To handle Incidents and requests, and provide an interface for other activities such as Change, Problem, Configuration, Release, Service Level, and IT Service Continuity Management

12. The Service Desk Inputs to the Service Desk Information

13. The Service Desk Why a Service Desk? Essentials • The Service Desk is more than just a Help Desk • The first and single point of contact • High quality support to meet business goals • Help identify costs of IT services • Proactive support and communication of changes • Increase user perception and satisfaction • Identification of business opportunities • Identification of Training Opportunities

14. The Service Desk Responsibilities Activities • Receive and record all calls from users • Provide first-line support (using knowledge resources) • Refer to second-line support where necessary • Monitoring and escalation of incidents • Keep users informed on status and progress • Provide interface between ITSM disciplines • Produce measurements and metrics

15. Incident Management Incident Management Goals To restore normal service operation as quickly as possible with minimum disruption to the business, thus ensuring that the best achievable levels of availability and service are maintained Incident definition Any event which is not part of the standard operation of a service and which causes, or may cause, an interruption to, or a reduction in, the quality of that service Work-around definition A method of avoiding an Incident or Problem either by employing a temporary fix or technique so the user is no longer reliant on a Configuration Item (CI) that is known to cause failure

16. Incident Management The Incident Life Cycle – the monitoring and tracking of Incidents Activities Including Impact and Urgency selection Yes No Note. This is not Problem Closure

17. Incident Management Categorization Activities • Service affected (and possibly by association the affected SLA) • User perception of failure in terms of the User’s inability to do something • Batch job output has not been received • I can’t print, connect to a server or access an application • Category and details of CI thought to be at fault • Category and details of CI eventually found to be at fault • The fault in the CI, the quick fix and the action taken, etc.

18. Incident Management Impact, Urgency & Priority Definitions

19. Incident Management Illustrative Example Payroll Application: System run once per month to run payroll Bank Teller Application: System used by cashiers in bank to transact on accounts

20. Incident Management Escalation Definitions Hierarchical escalation would typically include authorization, resources and/or cost Hierarchical (authority) Functional (competence) Functional escalation might include specialist groups e.g. Unix Group

21. Incident Management Functional Escalation Activities The use of support teams is important in efficient incident resolution. • First line support deals with the communication to the user, resolution of known incidents (e.g. password resets)… • …allowing the second and subsequent levels to focus on resolving assigned incidents. • Targets are often set for improving the percentage of incidents resolved at first level.

22. Problem Management Problem Management Goals To minimize the adverse effect on the business of Incidents and Problems caused by errors in the infrastructure, and to proactively prevent the occurrence of Incidents, Problems and Errors. Problem definition Unknown cause of one or more incidents Known Error definition An Incident or Problem for which the root cause is known and for which a temporary work around or permanent alternative has been identified

23. Problem Management Problem Flow Information Incidents Service Desk Problem Known Error Change Process

24. Configueration Management Configuration Management Goals • Enabling control of the infrastructure by monitoring and maintaining information on: • Configuration Items (CI) needed to deliver services • CI status and history • CI relationships • Valuable CIs (monetary or service) • Providing information on the IT infrastructure to all other processes and to IT Management

25. Configueration Management Configuration Management Definitions • Configuration Item (CI) – a component of an IT infrastructure which is (or is to be) under the control of Configuration Management and therefore subject to formal change control • Configuration Management Database (CMDB) – a database which contains details of the attributes and history of each CI and the relationships between CIs • Baseline – a snapshot of the state of a CI and its components or related CIs, frozen in time for a particular purpose, such as: • The ability to return a service to a trusted state if a change goes wrong • A specification for copying the CI or for a roll-out • The minimum CIs needed to maintain vital Business Functions after a disaster

26. Configueration Management Major CI Types Definitions Documentation Designs; Reports; Agreements; Contracts; Procedures; Plans; Process Descriptions; Minutes; Records; Events (Incident, Problems, Change Records); Proposals; Quotations Data Files What, Where, Most Important Environment Accommodation; Light, Heat, Power; Utility Services (Electricity, Gas, Water, Oil); Office Equipment; Furniture; Plant & Machinery People Users, Customers, Who, Where, What Skills, Characteristics, Experience, Roles Services Desktop Support, E-mail, Service Desk, Payroll, Finance, Production Support Hardware Computers, Computer components, Network components & cables (LAN, WAN), Telephones, Switches Software Network Mgmt Systems; In-house applications; O/S; Utilities (scheduling, B/R); Packages; Office systems; Web Management

27. Configueration Management CI Relationships and Attributes Activities

28. Change Management Change Management Goals Process of controlling changes to the infrastructure or any other aspect of services, in a controlled manner, enabling approved changes with minimum disruption. • Change Management ensures that standardized methods and procedures are used for theefficient and prompt handling of all Changes, in order to minimize the adverse impact of any Change‑related incidents upon service quality. • Changes can arise as a result of Problems, Known Errors and their resolution, but many Changes can come from proactively seeking business benefits such as reducing costs or improving services

29. Change Management Change Management Definitions • Change – a deliberate action that alters the form, fit or function of Configuration Item (CI) such as an addition, modification, movement, or deletion that impacts the IT infrastructure • Request for Change (RFC) – a means of proposing a change to any component of an IT infrastructure or any aspect of an IT service • Forward Schedule of Change (FSC) – a schedule that contains details of all the changes approved for implementation and their proposed implementation date

30. Change Management Change Management Definitions • Standard Change – a Change that is recurrent, has been proceduralized to follow a pre-defined, relatively risk free path and where Change Management and budgetary authority is effectively give in advance • Service Request – a request, usually made through a Service Desk, for a Standard Change • Example: providing access to services for a new member of staff or relocating a few PCs

31. Release Management Release Management Goals • Good resource planning and management are essential to package and distribute a Release successfully. • The focus of Release Management is the protection of the live environment and its services through the use of formal procedures and checks. Release Management takes a holistic view of a Change to an IT service and should ensure that all aspects of a Release, both technical and non-technical, are considered together

32. Service Support Process Model ServiceDesk ManagementTools & IT Infrastructure Enquiries,Communications, Workarounds, Updates Users / Customers Incidents Incident Management Changes Problem Management Releases Change Management Services Reports, Incidents, Statistics, Audit Reports Release Management Problem Statistics, Trend Analysis, Problem Reports, Problem Reviews, Diagnostic Aids, Audit Reports Configuration Management Change Schedule, CAB Minutes, Change Statistics, Change Reviews, Audit Reports Release Schedule, Release Statistics, Release Reviews, Source Library, Testing Standards, Audit Reports CMDB Reports, CMDB Statistics, Policy/Standards, Audit Reports Configuration Management Database Problems,Known Errors Incidents Changes Releases CI Relationships

34. Service Support • The Service Desk • Incident Management • Problem Management • Configuration Management • Release Management • Change Management • Service Delivery • Service Level Management • Availability Management • IT Service Continuity Management • Capacity Management • Financial Management for IT Services

35. Service Level Management Service Level Management Goals To maintain and gradually improve business aligned IT service quality, through a constant cycle of defining, agreeing, monitoring, reporting and IT service achievements and through instigating actions to eradicate unacceptable levels of service Service Level Management manages and improves the agreed level of service between two parties • The provider who may be an internal service department or the external organisation that provides an outsourced service • The receiver of the servers i.e. the customer who pays the bill.

36. Availabtily Management Availability Management Goals To optimise the capability of the IT infrastructure and supporting organisations to deliver a cost effective and sustained level of availability that enables the business to satisfy its objectives

37. IT Service Coninuity Management IT Service Continuity Management Goals To support the overall Business Continuity Management process by ensuring that the required IT technical services and facilities can be recovered within required and agreed business time-scales Note. IT Service Continuity Management used to be known as Disaster Recovery in the old ITIL books

38. Capacity Management Capacity Management Goals To understand the future business requirements (the required service delivery), the organization's operations (the current delivery), and ensure that all current and future capacity and aspects of the business requirements are provided cost effectively

39. Financial Management For IT Services Financial Management Goals To provide cost-effective stewardship of the IT assets and financial resources used in Services Note. Financial Management of IT Services used to be known as Cost Recovery in the old ITIL books

40. Service Delivery Service Support Participants in IT Service Management Sr. IT Mgt Sr. Mgt Strategic Tactical Service Level Management Customers Service Desk Users Operational IT The Business

41. ITIL is more than a library of books • Training • Fundamentals • Practitioner • Service Manager Qualifications: Certification at each level Information Technology Infrastructure Library Consultancy: Provision of IT consulting services to clients based on a de facto standard Tools: ITIL “compliance” is driving tools manufacturers itSMF: User groups providing seminars, conferences, and workshops

42. Consistent and predictable results, process improvement and cost saving top the list of benefits from implementing defined IT Process methods * * Source: Forrester Research – Stabilizing IT with Process Methodologies – May, 2005

43. CobiT • What Is It? • How Does It Relate To ITIL?

44. COBIT and ITIL–Process Perspective Strategic COBIT Process Control XY XY XY XY XY ITIL ## ## ## ## ## Process Execution Work Instruction • Work instruction • 2 • 3 • 4,5,6…. • Work instruction • 2 • 3 • 4,5,6…. • Work instruction • 2 • 3 • 4,5,6…. • Work instruction • 2 • 3 • 4,5,6…. • Work instruction • 2 • 3 • 4,5,6….

45. CobiT COBIT Control WHAT ITIL Activities HOW

46. Gartner Advisory on COBIT and ITIL COBIT Control WHAT ITIL Activities HOW

47. Plan and Organise (PO Process Domain) Acquire and Implement (AI Process Domain) Monitor and Evaluate (M Process Domain) Deliver and Support (DS Process Domain)

48. Plan and Organise Planning & Organization Acquire and Implement Define Strategic IT Plan Determine Technological Direction Define Information Architecture Identify Automated Solutions Acquire and Maintain Application Software Install and Accredit Systems Manage Change Acquire and Maintain Technology Infrastructure Develop and Maintain IT Procedures Define IT Organisation and Relationships Manage IT Investment Communicate Aims and Direction ITIL Service Support Service Delivery Manage Human Resource Ensure Compliance with External Standards Assess Risks Service Level Management Availability Management Capacity Management Service Desk Incident Management Problem Management Manage Projects Manage Quality Financial Management Continuity Management Change Management Release Management Configuration Management Monitor and Evaluate Deliver and Support Assess Internal Control Adequacy Monitor the Process Define and Manage Service Levels Manage Third-party Services Manage Performance and Capacity Ensure Continuous Service Ensure System Security Identify and Allocate Costs Manage Operations Obtain Independent Assurance Educate and Train Users Assist and Advise IT Customers Manage Configuration Manage Problems and Incidents Manage Data Manage Facilities Provide Independent Audit

49. Plan and Organise Planning & Organization Acquire and Implement Define Strategic IT Plan Determine Technological Direction Define Information Architecture Identify Automated Solutions Acquire and Maintain Application Software Install and Accredit Systems Manage Change Acquire and Maintain Technology Infrastructure Develop and Maintain IT Procedures Define IT Organisation and Relationships Manage IT Investment Communicate Aims and Direction ITIL Service Support Service Delivery Manage Human Resource Ensure Compliance with External Standards Assess Risks Service Level Management Availability Management Capacity Management Service Desk Incident Management Problem Management Manage Projects Manage Quality Financial Management Continuity Management Change Management Release Management Configuration Management Monitor and Evaluate Deliver and Support Assess Internal Control Adequacy Monitor the Process Define and Manage Service Levels Manage Third-party Services Manage Performance and Capacity Ensure Continuous Service Ensure System Security Identify and Allocate Costs Manage Operations Obtain Independent Assurance Educate and Train Users Assist and Advise IT Customers Manage Configuration Manage Problems and Incidents Manage Data Manage Facilities Provide Independent Audit

50. Plan and Organise Planning & Organization Acquire and Implement Define Strategic IT Plan Determine Technological Direction Define Information Architecture Identify Automated Solutions Acquire and Maintain Application Software Install and Accredit Systems Manage Change Acquire and Maintain Technology Infrastructure Develop and Maintain IT Procedures Define IT Organisation and Relationships Manage IT Investment Communicate Aims and Direction ITIL Service Support Service Delivery Manage Human Resource Ensure Compliance with External Standards Assess Risks Service Level Management Availability Management Capacity Management Service Desk Incident Management Problem Management Manage Projects Manage Quality Financial Management Continuity Management Change Management Release Management Configuration Management Monitor and Evaluate Deliver and Support Assess Internal Control Adequacy Monitor the Process Define and Manage Service Levels Manage Third-party Services Manage Performance and Capacity Ensure Continuous Service Ensure System Security Identify and Allocate Costs Manage Operations Obtain Independent Assurance Educate and Train Users Assist and Advise IT Customers Manage Configuration Manage Problems and Incidents Manage Data Manage Facilities Provide Independent Audit