Information Technology

Infrastructure Library

Submitted by
Rohan Dutt Sharma(19)
Rahul Rishi(15)
 ITIL Overview

 Goals

 The Service Desk

 Service Support & Delivery Processes

 Resources
 ITIL Goals
1. Align IT Services with the business needs
(current and future)

2. Improve the quality of IT services

3. Reduce the long-term cost of provisioning IT

services
 ITIL Processes
Service Delivery -
Defining quality services & the framework within which to deliver
them; more strategic in nature; working with the customers of IT
Services

Service Support –
Supporting quality services; operational/tactical in nature; working
with the users of IT services
 ITIL Processes
Service Delivery Service Support
Service Level Management
SERVICE DESK function
Availability Management
Capacity Management
IT Service Continuity • Incident Management
Financial Mgmt of IT Services • Problem Management

• Configuration Management

• Change Management

• Release Management
 SERVICE DESK
• A function, not a process
• The goals of the service desk are to:
– Provide a single point of contact for customers
and users
– Facilitate the restoration of normal operational
service with minimal business impact on the
customer within agreed service levels and
business priorities
SERVICE DESK responsibilities:
• Serve as SPOC (single point of contact)
• Communication
• Recording, Assessment & Tracking
• Monitoring & Escalation
• Coordination
• Resolution & Closure
• Provide Management Information
• Problem Identification
 Service Support Processes
• Incident Management
• Problem Management
• Configuration Management
• Change Management
• Release Management
 Incident Management

The primary objectives are to …

– Restore normal service operation as quickly as
possible (and)
– Minimize the adverse impact on business
operations
 Incident Mgmt ACTIVITIES
• Incident detection and recording
• Classification and initial support
• Investigation and Diagnosis
• Resolution and Recovery
• Incident Closure
• Ownership, monitoring, tracking and
communication
 Problem Management

The primary objective is the …

Detection of the underlying causes of an
incident and its subsequent resolution and
prevention.
 Problem Mgmt ACTIVITIES
• Problem Control
• Error Control
• Proactive Problem Management
PROBLEM CONTROL ERROR CONTROL
• Problem identification and Error identification and
recording recording
• Problem classification Error assessment
• Problem investigation and Recording error resolution
diagnosis (investigation of solution; the
creation of a request-for-
change RFC)
Note these activities
are distinct from Error closure
incident management Monitoring problem and error
resolution progress
 Proactive Problem Mgmt
• Trend Analysis
• Targeting support action
• Providing information to the organization
• Conducting major problem reviews
 Configuration Management

The primary objective is the identification,

recording and reporting of IT components,
including their versions, constituent
components and relationships.
 Config Mgmt ACTIVITIES
• Planning (the hardest part)

• Identification (selecting which specifics, allowing only

those details into the CMDB)

• Control (maintaining internal controls)

• Status Accounting (current and historical status on each CI)

• Verification & Audit (more formal validation/audit,

identify discrepancies and fix process)
 Change Management
Ensures that standardized methods and procedures are
used for efficient and prompt handling of all changes to
minimize the impact of change-related incidents on
business operations.

• Focused on approvals and internal controls

• Recommendation: Change Advisory Board
 Release Mgmt ACTIVITIES
As distinct from change management
… release management processes include
the planning, design, build, configuration
and testing of hardware and software
through the use of formal procedures and
checks before packaging and distributing
releases into the production/customer
environment.
BREAK
 Service Delivery Processes
• Service Level Management
•
•Availability Management

• Capacity Management

• IT Service Continuity Management

• Financial Management for IT Svcs

 Service Level Management

To maintain and improve IT service quality

through a constant cycle of identifying,
agreeing to, monitoring and reporting on IT
Service achievements. This process
involves more than just creating Service
Level Agreements.
Service Level Mgmt ACTIVITIES
• Create a service catalog
• Negotiate and manage Service Level Agreements
(SLAs)
• Implement Service Level Management
• Conduct service review meetings
• Implement a service level improvement program
• Establish SLA, contract and OLA maintenance cycle
 Financial Mgmt for IT Services

• What?
– Budgeting
– Accounting
– Charging (optional)

• Why?
– Increase confidence in IT budgets
– Enhance accuracy of cost information in
support of IT investments
 Availability Management
Enables the business to satisfy its
objectives by delivering a cost effective
and sustained level of availability.

• Availability has a cost ~

• Unavailability has a cost too!
 Availability Mgmt BENEFITS

• Design IT services to deliver levels of

availability required by the business
• Provide availability reporting to
demonstrate reliability and maintainability
• Reduce over time the frequency and
duration of incidents that impact
availability
 Capacity Management
Ensures that the capacity of the IT
Infrastructure matches the evolving
demands of the business in the most cost-
effective and timely manner
Capacity Mgmt ACTIVITIES
• Ongoing
– Monitoring
– Analysis
– Tuning
– Implementation
– Demand Management
– Storage of Data in the CDB
• Ad Hoc
– Modeling
– Application Sizing
• Regular Activities
– Production of the Capacity Plan
 IT Service Continuity Mgmt
~ aka ~ “Disaster Recovery”

• Business Impact Analyses

• Risk Assessments
• Business Continuity Strategy
 A phased approach …

The implementation of ITIL processes (or

improvements to existing processes) brings
benefits immediately. An organization
does not need to wait until all processes are
in place to realize significant benefits!!