ITIL Awareness

UC JDCMG Discussion

08/02/16

Capability Maturity Model - SEI

08/02/16

Where are we today related to Service Management?

Discussion of Gartners Capability Maturity Model

5. Value

4. Service

3. Proactive

2. Reactive

1. Firefighting

08/02/16

Integrated with
Campus & IT Goals

Capacity Management
Service Level Management

Performance Measurement, Availability

Management, Automation, Problem
Management, Change Management

Trouble Tickets, Frequent Escalations

Multiple Help Desks, Users finding the problems

ITIL?
Information
Technology
Infrastructure
Library
A set of documents that describe industry best practices for
IT Service Management

ITIL is recognized as the de facto standard for IT Service

Management
Formally adopted by U.K., E.U. and Canada. Rapidly being
adopted in the U.S.
ITIL is a best practices framework
ITIL has a strong relationship with the ISO9000 quality framework
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ITIL - Parties Involved

Office Of Government Commerce (OGC) (www.itil.co.uk)

Formerly Central Computer and Telecommunications Agency

Own ITIL

ISEB, EXIN And Loyalist College

Examining bodies that administer the ITIL certification process

Information Technology Service Management Forum, itSMF

International Trade Association; Networking forum for ITIL

Membership based; Owned and operated by the membership
www.itsmf.net (U.S.)
Contributors include IBM, Cisco, Microsoft (MOF), etc.
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ITIL - Service Management Framework

Service Level
Management
Financial
Management for
IT Services

Service

Availability
Management

Delivery

Service Desk
IT Service
Continuity
Management

Capacity
Management

Incident
Management
Release
Management

Service

Problem
Management

Support
Configuration
Management

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Change
Management

ITIL and IT Organizations

Apps
Mgt

DB
Mgt

SYS
Mgt

Network
Mgt

ITIL Processes

Incident Management
Problem Management
Change Management
Configuration Management
Release Management
Availability Management

ITIL Processes cross all IT

Departments
ITIL Processes are focused
on business results
ITIL Processes are clearly
defined with no overlap and no
gaps
IT Services are optimized and
delivered based on client needs

Service Level Management

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ITIL Observed Industry Benefits

ITIL offers a systematic, professional approach to the management of IT service provision.
Adopting its guidance can provide benefits such as:

Increasing customer satisfaction with IT services

Reducing the risk of not meeting business requirements for IT services
Reducing costs when developing procedures and practices within an organization
Better communication and information flows between IT staff and customers
Standards and guidance for IT staff
Greater productivity and better use of skills and experience
A quality approach to IT services

There are also benefits to the customer of IT services, such as:

Reassurance that IT services are provided in accordance with documented procedures that can be
audited
The ability to depend upon IT services, enabling the customer to meet business objectives
The identification of contact points for enquiries or discussions about changing requirements
The knowledge that information is produced to justify charges for IT services and to provide feedback
from monitoring of service level agreements

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ITIL Service Support

describes the related components that provide stability and flexibility for IT services. It deals with identifying and
recording IT configuration items, incidents, problems and changes. It covers the following function and processes:

Service Desk (Function)

Service Desk is not a process but a function. The Service Desks objective is to provide a single point contact
between users and the IT service organization. The ITIL Framework provides guidance about creating and operating
a Service Desk to provide an efficient channel of communication between the user community and the IT provider.
Incident Management

The Incident Management process aims to restore normal service operation as quickly as possible and minimize the
adverse impact on business operations. This ensures that the best possible levels of service quality and availability
are maintained.
Problem Management

The process of Problem Management diagnoses the underlying cause of the incidents identified by the Service
Desk. It arranges for correcting errors in the IT infrastructure and performs proactive problem prevention.
Change Management

The Change Management process 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 service quality. Consequently,
change management aims to improve the day-today operation of the organization.
Release Management

Good resource planning and management are essential to package and distribute a release successfully to the
customer. Release Management takes a holistic view of an IT service change to ensure that all aspects of a release,
technical and non-technical are considered together.
Configuration Management

Configuration Management provides a logical model of the infrastructure or a service by identifying, controlling,
maintaining and verifying the Configuration Items in existence.

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ITIL Service Support Model

The Business, Customers & Users

Management
Tools

Service Requests

Incidents

Difficulties
Queries, Enquiries

Incidents

Incident
Service Reports
Incident statistics
Audit Reports

Communication
Updates
Workarounds

Service Desk

Changes

Problem
Problem Statistics
Trend Analysis
Problem Reports
Problem Reviews
Diagnostic Aids
Audit Reports

Incidents

Releases

Change
Change Schedule
CAB Minutes
Change Statistics
Change Reviews
Audit Reports

Problems
Known Errors

Changes

Release
Release Schedule
Release Statistics
Release Reviews
Secure Library
Testing standards
Audit Reports

Configuration

Releases

CMDB Reports
CMDB Statistics
Policy/Standards
Audit Reports

CMDB
CIs
Relationships

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RFCs/Change
Documentation

Release
Documentation

CIs
Relationships

10

ITIL Service Delivery

describes the processes necessary to deliver quality, cost effective IT services. It includes the following processes:
Availability Management

Availability Managements goal is to optimize IT infrastructure capability, its services and the supporting
organization. This results in a cost effective, sustained level of service availability that enables the business to
meet its objectives.
Capacity Management

Capacity Management enables an organization to manage resources in times of crisis and predict the need for
additional capacity in advance. It describes the procedures necessary for planning, implementing and running this
process.
IT Service Continuity Management

IT Service Continuity Management describes managing an organizations ability to continue providing a predetermined level of IT service following an interruption to the business. This may range from an application or
system failure, to a complete loss of the business premises.
Service Level Management

Service Level Managements goal is to maintain and improve IT service quality through a constant cycle of
agreeing, monitoring and reporting IT service achievements. Service Level Management instigates actions to
eradicate poor service and allow a stronger relationship to develop between IT and its customers.
Financial Management For IT Services

Financial Management is the sound stewardship of the organizations monetary resources and supports the
enterprise in planning and executing its business objectives. Within an IT organization this process is visible in
three main areas: Budgeting, IT accounting and charging.

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11

ITIL Service Delivery Model

The Business, Customers And users

Availability

Availability Plan
AMDB
Design Criteria
Targets/Thresholds
Reports
Audit Reports

Queries
Enquiries

Service Level
Management
Capacity
Capacity Plan
CDB
Targets/Thresholds
Capacity Reports
Schedule
Audit Reports

Management
Tools

Alerts
Exceptions
Changes

08/02/16

Requirements
Targets
Achievements

IT Financial
management

Financial Plans
Types & Models
Costs & Charges
Reports
Budgets & Forecasts
Audit Reports

Communication
Updates
Reports
SLAs, OLAs, SLRs
Service requests
Service catalogue
SIP
Exception reports
Audit reports

IT Service
Continuity
IT Continuity Plans
BIA & Risk Analysis
Define Requirements
Control Centers
DR Contacts
Reports
Audit Reports

12

Bonus Slides

08/02/16

13

IT Governance and Context of ITIL

08/02/16

14

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