ITIL: What is it? How does ITIL link to COBIT and ISO 17799?

Save this PDF as:
 WORD  PNG  TXT  JPG

Size: px
Start display at page:

Download "ITIL: What is it? How does ITIL link to COBIT and ISO 17799?"

Transcription

1 ITIL: What is it? How does ITIL link to COBIT and ISO 17799? 1

2 What is ITIL? The IT Infrastructure Library A set of books comprising an IT service management Best Practices framework An industry of products, services, and organizations Unique: consistent, comprehensive, nonproprietary Created by and for the British government, later expanded for use in all organizations Gives a detailed description of important IT practices, with comprehensive checklists, tasks, procedures and responsibilities. And can be tailored to any IT organization. 2

3 ITIL Objectives Create a set of comprehensive, consistent and coherent codes of Best Practice for quality IT service management, promoting business effectiveness in the use of IT Encourage the private sector to develop services and products (training, consultancy and tools) that support ITIL Provide an approach based on the best examples taken from practice 3

4 ITIL defined! Codes of practice for Quality management of IT Services and Infrastructure ITIL has its own definition for key terms Quality means matched to business needs and user requirements as these evolve" 4

5 Why use ITIL? IT service providers use ITIL concepts and practices to: Increase satisfaction of customers / users with IT services Enhance communication with customers Achieve higher reliability in mission-critical systems and infrastructure Improve the cost/benefit of services Create a common sense among staff 5

6 ITIL is easy 6

7 ITIL, not just tools & processes People Culture, Attitudes Beliefs & Skills Strategy Steering Direction Integration Service Support & Service Delivery Process Infrastructure (Technology & Tools) Products 7

8 Who Made & Maintains ITIL? The Office of Government Commerce created ITIL in the late 1980 s; still own it today. The National Exam Institute for Informatics (Netherlands). Current ITIL examination caretakers. Contracted in 1995 by the OGC to maintain and develop ITIL. In 2004, the OGC transferred the responsibility of managing EXIN to the itsmf. 8

9 Certifying Bodies The Information Systems Examination Board (UK). Part of the British Computer Society. The National Exam Institute for Informatics (Netherlands). Contracted since 1995 to maintain ITIL s examination and certification process. Loyalist College in Canada Loyalist and Prometric (Sylvan) in the USA 9

10 ITIL Certification & Training EXIN and ISEB provide certification testing at Foundation, Practitioner, and Manager levels Training is typically 2-3 days for Foundation, 2-3 days for Practitioner, 10 days for Manager Foundation Basic understanding of all eleven ITIL service management modules Practitioner Deep understanding of one of the ITIL service management modules Service Manager Deeper understanding of all eleven ITIL service management modules 10

11 ITIL - 7 Core volumes 11

12 ITIL - 7 Core volumes The Business Perspective Covers a range of issues concerned with understanding and improving IT service provision, as an integral part of an overall business requirement for high quality IS management. Planning to Implement Service Discusses the key issues of planning and implementing IT service management. It explains the steps required for implementation and improvement of IT service delivery. 12

13 ITIL - 7 Core volumes Information & Communications Technology (ICT) Infrastructure Covers all aspects of ICT infrastructure from the identification of business requirements through the tendering process, to the testing, installation, deployment, and ongoing support and maintenance of the ICT components and IT services. Network Service Operations of Local Processors Computer Installation and Acceptance Systems. Applications Discusses software development using a life cycle approach and expands on the issues of business change with emphasis on clear requirements definition and implementation of solutions to meet business needs. 13

14 ITIL - 7 Core volumes Security Details the process of planning and managing a defined level of security on information and ICT services, including all aspects associated with the reaction to security incidents. Service Support Is concerned with ensuring that the Customer has access to the appropriate services to support the business functions. Service Delivery Looks at what service the business requires of the provider in order to provide adequate support to the business Users. 14

15 Service Support 15

16 Service Delivery 16

17 Service Desk Service Level Availability Financial Service Delivery IT Service Continuity Service Desk Capacity Change Incident Release Service Support Configuration Problem 17

18 Service Desk Goals To support business activities and drive service improvement To be primary point of contact To manage the Incident lifecycle To manage service requests To maintain ownership of a User Incident through to completion 18

19 Service Desk Objectives To provide a single point of contact for Customers To be a Customer interface for IT To improve incident response performance Improving service levels To facilitate the restoration of normal operational service, quickly as possible, with minimal business impact on the Customer within agreed service levels and business priorities 19

20 Incident Service Level Availability Financial Service Delivery IT Service Continuity Service Desk Capacity Change Incident Release Service Support Configuration Problem 20

21 Incident Goals Restore normal service operation as quickly as possible within Service Level Agreements (SLA) limits Minimize the adverse impact on business operations Ensuring that the best possible levels of service quality and availability are maintained Maintain and apply a consistent approach to managing Incidents 21

22 Incident Objectives Return to the normal service level as defined in the Service Level Agreement as soon as possible with the smallest possible impact on the business activities Keep effective records of incidents to: measure and improve the process Provide appropriate information to other services management processes Report on incident progress 22

23 Problem Service Level Availability Financial Service Delivery IT Service Continuity Service Desk Capacity Change Incident Release Service Support Configuration Problem 23

24 Problem Goals Stabilize IT services through: Minimizing the consequences of incidents by identifying trusted quick fixes Identifying and removing the root causes of potential incidents Identifying and managing Known Errors To improve the quality of services delivered to customers by reducing the number of preventable service disruptions 24

25 Problem Objectives To reduce both the number and severity of Incidents and Problems on the business that are caused by errors within the IT Infrastructure. What s causing these Incidents? 25

26 Incident Cycle Known Error from Release Problems Incident Control Error Control Problem Control Event Progression Incident Service Desk Resolution Problem Known Error Problem Resolution Change Request Change Resolution 26

27 Change Service Level Availability Financial Service Delivery IT Service Continuity Service Desk Capacity Change Incident Release Service Support Configuration Problem 27

28 Change Goals Ensure that standardized methods and procedures are used for efficient and prompt handling of all Changes Minimize the impact of Changerelated incidents upon service quality Improve the day-to-day operations of the organization Maintain a balance between the need for change against the impact of change 28

29 Change Objectives Standard methods and procedures are used Changes be dealt with quickly, with the lowest impact on service quality All changes are traceable Change is good, donkey!! 29

30 Release Service Level Availability Financial Service Delivery IT Service Continuity Service Desk Capacity Change Incident Service Support Configuration Release Problem 30

31 Release Goals Plan and oversee the successful rollout of software and related hardware Ensure that hardware and software being changed is traceable, secure and that only correct, authorised and tested versions are installed Communicate and manage expectations of the customer during the planning and rollout of new releases Agree on the exact content and rollout plan for the release, through liaison with Change Implement new software releases or hardware into the operational environment using the controlling processes of Configuration (CIs) and Change 31

32 Release Objectives Safeguard all software, hardware & related items Ensure that only tested / correct versions of authorized software and hardware are in use Right software / hardware, right time, right place Redundant hardware, software identified for Request For Change Protect the live environment & its services! 32

33 Configuration Service Level Availability Financial Service Delivery IT Service Continuity Service Desk Capacity Change Incident Release Service Support Configuration Problem 33

34 Configuration Goals To enable control of the infrastructure and services by monitoring, maintaining and verifying information on: All resources needed to deliver services Configuration Item status and history Configuration Item relationships Provide accurate information on the IT infrastructure for all the other Service processes & IT To assist with impact assessment of proposed changes Verify the configuration records against the infrastructure and correct any exceptions 34

35 Configuration Objectives Keeping reliable records of details of IT Assets and services provided by the organization Do I get stored in the CMDB? All Resources needed to deliver Services Configuration Items (CI) Status and History Configuration Item Relationships Providing accurate information and documentation to support the other Service processes 35

36 CGI Integrated IT Service Incident Problem DHL: Definitive Hardware library Availability Complete record of all CI s associated with the IT infrastructure: versions, location, documentation, components, services and the relationships between them Service Relationship Operational State - Current - Historical Related Incidents Related Problems Capacity Related Changes - Current - Historical HW, SW, Network, Documents, people, organization IT Financial Asset Financial & Contract Invoice Reconciliation Chargeback Info. Locations Cost Stockrooms Capitalization Total Cost of Ownership Inventory Containment Hierarchy System mgmt Remote access Auto-discovery tool Auto-recovery tool Monitoring Metering (HW-SW usage) Contract Warranty Vendor Information Physical Attributes Service catalogue Product catalogue CI relationships include the usage, the ownership, the service relationships, etc. IT Service Continuity Availability Configuration items Relationships : Peer-to-peer, parent-child, free-form relations Capacity Identifies, records, controls and reports on IT components. Configuration Database (CMDB) DSL Definitive Software Library Configuration -Standard/Basic change (pre-approved): IMAC, - Urgent change, Planned change SLA Release Change Lease License Depreciation TCO Lease mgmt Vendor mgmt SW licence mgmt Warranty mgmt Contract mgmt Service chargebacks HW-SW Asset status ERP Financial Procurement HR 36

37 Service Level Service Level Availability Financial Service Delivery IT Service Continuity Service Desk Capacity Change Incident Release Service Support Configuration Problem 37

38 Service Level Goals Maintain and improve IT Service quality Constant cycle of agreeing, monitoring and reporting upon IT service achievements Instigation of actions to eradicate poor service - in line with business or cost justification. Better relationship between IT and its Customers 38

39 Service Level Objectives Ensures that the IT services required by the customer are continuously maintained and improved Achieved by agreeing, monitoring and reporting the performance of the IT organization 39

40 Availability Service Level Availability Financial Service Delivery IT Service Continuity Service Desk Capacity Change Incident Release Service Support Configuration Problem 40

41 Availability Goals To understand the availability requirements of the business and to plan, measure, monitor and continuously strive to improve the availability of the IT infrastructure, services and supporting organization to ensure these requirements are met consistently To enable the business to satisfy its business objectives by: Optimizing the capability of the IT infrastructure, services and supporting organization Delivering a cost-effective and sustained level of availability 41

42 Availability Objectives Ensure IT services are designed to deliver the levels of availability required by the business Provide a range of IT availability reporting to ensure that agreed levels of availability, reliability and maintainability are measured and monitored on an ongoing basis Optimize the availability of the IT infrastructure to deliver cost effective improvements that deliver tangible benefits to the business & user Achieve over a period of time a reduction in the frequency and duration of incidents that impact IT availability 42

43 Capacity Service Level Availability Financial Service Delivery IT Service Continuity Service Desk Capacity Change Incident Release Service Support Configuration Problem 43

44 Capacity Goals To determine the right, cost justifiable, capacity of IT resources To understand the business requirements, current operations and IT infrastructure to ensure that the current and future capacity and performance aspects of the business are provided cost-effectively To understand the potential for improved service design and delivery 44

45 Capacity Objectives Consistently provide the required IT resources: At the right time At the right cost Aligned with the current and future business requirements Need to understand the expected business developments affecting customers and anticipate technical developments Important role in determining returns on investment and cost justification 45

46 Financial for IT Services Service Level Availability Financial Service Delivery IT Service Continuity Service Desk Capacity Change Incident Release Service Support Configuration Problem 46

47 Financial Goals To provide cost-effective stewardship of any of the organization s IT asset or resources used to deliver IT services To be able to account fully for IT service expenditures To attribute these costs to the services delivered to Customers and determine whether value for money is being obtained To assist management decisions on IT investment by providing detailed business cases for changes to IT services 47

48 Financial Objectives Assist the internal IT organization with the cost-effective management of IT resources required for the provision of IT services Break down the IT service costs, and associate them with IT services Support management decisions with respect to IT investments Encourage the cost aware use of IT facilities 48

49 IT Service Continuity Service Level Availability Financial Service Delivery IT Service Continuity Service Desk Capacity Change Incident Release Service Support Configuration Problem 49

50 IT Service Continuity Goals To support overall Business Continuity To improve the chance of business survival by: Reducing the service vulnerability and risk to the business Reducing the impact of a disaster or major failure Maintaining a pre-determined level of service in the event of a disaster To preserve high customer and user confidence 50

51 IT Service Continuity Objectives Support the overall Business Continuity by ensuring that the required IT infrastructure and IT services can be restored within specified time limits after a disaster. 51

52 COBIT & How does it map to ITIL 52

53 Control Objectives for Information and Related Technology (COBIT) Sponsor: Information Systems Audit and Control Association and the IT Governance Institute What it is: An audit-oriented set of guidelines for IT processes, practices and controls. Geared to risk reduction, focusing on integrity, reliability and security. Addresses four domains: planning and organization, acquisition and implementation, delivery and support, and monitoring. Has six maturity levels, similar to CMM's. Strengths: Good checklists for IT. Enables IT to address risks not explicitly addressed by other frameworks and to pass audits. Can work well with other frameworks, especially ITIL. Limitations: Says what to do but not how to do it. Doesn't deal directly with software development or IT services. Doesn't provide road map for continuous process improvement. 53

54 COBIT & ITIL Mappings PLANNING & ORGANISATION COBIT ITIL 1. Define a Strategic Information Technology Plan Planning & control for IT Services 2. Define the Information Architecture Security 3. Determine the Technology Direction Determine the Technology Direction 4. Define the IT Organization and Relationships IT Services Organization 5. Manage the Investment in Information Technology Financial 6. Communicate Aims and Direction 7. Manage Human Resources 8. Ensure Compliance with External Requirements 9. Assess Risks 10. Manage Projects 11. Manage Quality Quality for IT Services (CCTA Quality Library) 54

55 COBIT & ITIL Mappings ACQUISITION & IMPLEMENTATION COBIT ITIL 1. Identify Solutions Service Level ; Change ; Security ; Release 2. Acquire and Maintain Application Software Change, Availability 3. Acquire and Maintain Technology Architecture Problem ; Security ; Change 4. Develop and Maintain Information Technology Procedures 5. Install and Accredit Systems Capacity ; Change ; Security 55

56 COBIT & ITIL Mappings DELIVERY & SUPPORT COBIT ITIL 1. Define Service Levels Service Level 2. Manage Third-Party Services Service Level 3. Manage Performance and Capacity Capacity 4. Ensure Continuous Service Availability, Contingency Planning 5. Ensure Systems Security Security 6. Identify and Allocate Costs Financial 7. Educate and Train Users Customer Liaison 8. Assisting and Advising Information Technology Customers Incident (Service Desk) 9. Manage the Configuration Configuration 10. Manage Problems and Incident Problem 11. Manage Data Capacity, Release, Availability ; Contingency Planning 12. Manage Facilities 13. Manage Operations 56

57 COBIT & ITIL Mappings MONITORING COBIT ITIL 1. Monitor the Process 2. Obtain Independent Assurance 3. Obtain Independent Assurance 4. Provide for Independent Audit 57

58 ISO17799 & How does it map to ITIL 58

59 ISO17799 Sponsor: British Standards Institution What it is: ISO/IEC 17799:2000 provides information to responsible parties for implementing information security within an organisation. It can be seen as a basis for developing security standards and management practices within an organisation to improve reliability on information security in inter-organisational relationships. 59

60 ISO17799 & ITIL Mappings ISO17799 ITIL System Access Control Security Computer & Operations ICT Infrastructure System Development and Maintenance Application Physical and Environmental Security Security Compliance Security Personnel Security Security Security Organization Security Asset Classification and Control Configuration Business Continuity (BCM) IT Service Continuity 60

61 itsmf 61

62 IT Service Forum The IT Service Forum. The independent forum for ITIL users, formed in Promotes exchange of information and experience to assist IT organizations in managing the delivery of IT services. Chapters in the UK, Netherlands, Belgium, Germany/Austria/Switzerland, Canada, South Africa, the USA and Australia. A major influencer and contributor to Industry Best Practice and Standards worldwide. 62

63 CGI 63

64 About CGI CGI is the 8th largest independent IT services firm in the world We combine industry expertise, end-to-end services and global delivery capabilities to deliver cost-effective solutions that help clients win and grow 64

65 CGI Contact Steve Worth Senior Consultant ITSM / ITIL Centre of Excellence CGI - 65

66 Thank You! 66

ITIL applied to Network Operations

ITIL applied to Network Operations ITIL applied to Network Operations ITIL: Information Technology Infrastructure Library A set of specifications to help IT manager and FTE achieve good services delivery to their users ITIL provides a comprehensive

More information

The ITIL Story. Pink Elephant. The contents of this document are protected by copyright and cannot be reproduced in any manner.

The ITIL Story. Pink Elephant. The contents of this document are protected by copyright and cannot be reproduced in any manner. 1. ITIL Defined The Information Technology Infrastructure Library (ITIL) is a set of guidance developed by the United Kingdom s Office Of Government Commerce (OGC). The guidance, documented in a set of

More information

The ITIL Story White Paper

The ITIL Story White Paper The ITIL Story White Paper Produced By: Pink Elephant Version: 3.3 Date of Publication: September, 2004 Table of Contents 1. ITIL Defined... 3 2. Non-Proprietary... 4 3. Concepts Behind The Library...

More information

I.T. Service Management

I.T. Service Management I.T. Service Management The ITIL approach to service delivery Gerald O Sullivan Human Sciences Research Council egovernment challenges Measurable egovernment value Lowering service delivery costs Increased

More information

Applying ITIL v3 Best Practices

Applying ITIL v3 Best Practices white paper Applying ITIL v3 Best Practices to improve IT processes Rocket bluezone.rocketsoftware.com Applying ITIL v. 3 Best Practices to Improve IT Processes A White Paper by Rocket Software Version

More information

IT Organisation in Change

IT Organisation in Change IT Organisation in Change ENTERPRISE SOFTWARE ENGINEERING & SOFTWARE ENGINEERING IN THE ENTERPRISE IT change Quality of IT s Costs of IT s change Future Now Perfect IT s Business Demands Can we deliver?

More information

The CMDB at the Center of the Universe

The CMDB at the Center of the Universe The CMDB at the Center of the Universe Reg Harbeck CA Wednesday, February 27 Session 5331 Purpose Clarify origin of CMDB concept and what it is Understand difference and equivalence between CMDB and Asset

More information

IT Service Management

IT Service Management IT Service Management Centra Session 1 Wednesday 13 April 2011 Harry Powell DER Program Manager, DECS Deputy Chairman, itsmf Australia Director Strategic Planning, itsmf Australia Don Priest DER Project

More information

The Value of ITAM To IT Service Management. Presented by Daryl Frost. Copyright Burswood Information Solutions Limited 2015

The Value of ITAM To IT Service Management. Presented by Daryl Frost. Copyright Burswood Information Solutions Limited 2015 The Value of ITAM To IT Service Management Presented by Daryl Frost What The!! We buy all this IT equipment Where is it!! How much are we buying it seems to cost a fortune! Are we getting any value from

More information

An ITIL Perspective for Storage Resource Management

An ITIL Perspective for Storage Resource Management An ITIL Perspective for Storage Resource Management BJ Klingenberg, IBM Greg Van Hise, IBM Abstract Providing an ITIL perspective to storage resource management supports the consistent integration of storage

More information

EXIN IT Service Management Foundation based on ISO/IEC 20000

EXIN IT Service Management Foundation based on ISO/IEC 20000 Sample Exam EXIN IT Service Management Foundation Edition October 2013 Copyright 2013 EXIN All rights reserved. No part of this publication may be published, reproduced, copied or stored in a data processing

More information

Maximo ITSM Product Suite. Francois Marais

Maximo ITSM Product Suite. Francois Marais Maximo ITSM Product Suite Francois Marais What do we mean by Maximo Service & IT Asset Management (ITSM)? MAXIMO and TIVOLI Traditional Maximo Service desk (ITSM) NOW! Tivoli Service Request Manager TSRM

More information

IT SERVICE MANAGEMENT. An Overview

IT SERVICE MANAGEMENT. An Overview ITSM White Paper IT SERVICE MANAGEMENT An Overview ISSUE 2 Uncontrolled Document Michael Davies Principal Consultant ProActive Services Pty Ltd Head Office: NSW: New Zealand Level 4, 60 Albert Road South

More information

Introduction to ITIL

Introduction to ITIL Introduction to ITIL Martin Sarnovský Department of Cybernetics and Artificial Intelligence Faculty of Electrical Engineering and Informatics Technical University of Košice Content IT Service IT Management

More information

A Quick Overview of ITIL

A Quick Overview of ITIL A Quick Overview of ITIL John Shade CERN CERN - IT Department WLCG Collaboration Workshop 21-25 April 2008 What is ITIL? IT Infrastructure Library Best practices for supplying IT services Description of

More information

Information Technology Infrastructure Library -ITIL. IT Governance CEN 667

Information Technology Infrastructure Library -ITIL. IT Governance CEN 667 Information Technology Infrastructure Library -ITIL IT Governance CEN 667 1 Lectures Schedule Week Topic Introduction to IT governance Week 1 Overwiev of Information Security standards - ISO 27000 series

More information

Tutorial: Towards better managed Grids. IT Service Management best practices based on ITIL

Tutorial: Towards better managed Grids. IT Service Management best practices based on ITIL Tutorial: Towards better managed Grids. IT Service Management best practices based on ITIL EGI Technical Forum 2011, Lyon (France) September 22, 2011 Dr. Thomas Schaaf www.gslm.eu EMERGENCE TECH LTD. The

More information

Storage Management Within the NEW ITIL Version 3 Context. Dr. D. Akira Robinson, IT Governance Management, Ltd. Dept of Navy

Storage Management Within the NEW ITIL Version 3 Context. Dr. D. Akira Robinson, IT Governance Management, Ltd. Dept of Navy Storage Management Within the NEW ITIL Version 3 Context Dr. D. Akira Robinson, IT Governance Management, Ltd. Dept of Navy Why ITIL? Total dependence on Information Technology Need to deal with complexity

More information

The Value of ITIL to IT Audit

The Value of ITIL to IT Audit The Value of ITIL to IT Audit HP Suen Chairman 9 August 2005 IT Infrastructure Library 1 ITIL Best practice in IT Service management, developed by Office of Government Commerce (OGC), UK in the late 1980s.

More information

1 Why should monitoring and measuring be used when trying to improve services?

1 Why should monitoring and measuring be used when trying to improve services? 1 Why should monitoring and measuring be used when trying to improve services? a) To validate, direct, justify and intervene b) To validate, measure, monitor and change c) To validate, plan, act and improve

More information

Preparation Guide. IT Service Management Foundation Bridge based on ISO/IEC 20000

Preparation Guide. IT Service Management Foundation Bridge based on ISO/IEC 20000 Preparation Guide IT Service Management Foundation Bridge based on ISO/IEC 20000 Edition April 2011 Copyright 2011 EXIN All rights reserved. No part of this publication may be published, reproduced, copied

More information

ICTEC. IT Services Issues 3.4.2008. HELSINKI UNIVERSITY OF TECHNOLOGY 2007 Kari Hiekkanen

ICTEC. IT Services Issues 3.4.2008. HELSINKI UNIVERSITY OF TECHNOLOGY 2007 Kari Hiekkanen ICTEC IT Services Issues 3.4.2008 IT Services? IT Services include (for example) Consulting, IT Strategy, IT Architecture, Process, Software Software development, deployment, maintenance, operation, Custom

More information

IBM and the IT Infrastructure Library.

IBM and the IT Infrastructure Library. IBM Global Services September 2004 IBM and the IT Infrastructure Library. How IBM supports ITIL and provides ITIL-based capabilities and solutions Page No. 2 Contents ITIL Planning for Service 2 Executive

More information

Development of Information Technology Service Management System in Academy on International Standard

Development of Information Technology Service Management System in Academy on International Standard Development of Information Technology Service Management System in Academy on International Standard 1 Pallop Piriyasurawong, 2 Sarun Nakthanom 1 Department of Technological Education Faculty of Technical

More information

Getting In-Control - Combining CobiT and ITIL for IT Governance and Process Excellence. Executive Summary: What is the business problem?

Getting In-Control - Combining CobiT and ITIL for IT Governance and Process Excellence. Executive Summary: What is the business problem? Getting In-Control - Combining CobiT and ITIL for IT Governance and Process Excellence Executive Summary: Nearly all of us who are running an IT shop feel the need to gain or increase control, predictability,

More information

ITIL V3 Application Support Volume 1

ITIL V3 Application Support Volume 1 ITIL V3 Application Support Volume 1 Service Management For Application Support ITIL is a Registered Trade Mark and Community Trademark of the Office of Government and Commerce. This document may contain

More information

2005 Kasse Initiatives, LLC version 1.2. ITIL Overview - 1

2005 Kasse Initiatives, LLC version 1.2. ITIL Overview - 1 ITIL IT Infrastructure Library Overview ITIL Overview - 1 Vocabulary Incident - any event which is not part of the standard operation of a service and which causes or may cause an interruption to or reduction

More information

Service Improvement. Part 1 The Frontline. Robert.Gormley@ed.ac.uk http://www.is.ed.ac.uk/itil

Service Improvement. Part 1 The Frontline. Robert.Gormley@ed.ac.uk http://www.is.ed.ac.uk/itil Service Improvement Part 1 The Frontline Robert.Gormley@ed.ac.uk http://www.is.ed.ac.uk/itil Programme Overview of Service Management The ITIL Framework Incident Management Coffee Problem Management The

More information

The Future of Best Practices in IT Service Management - ITIL Version 3 Explained

The Future of Best Practices in IT Service Management - ITIL Version 3 Explained The Future of Best Practices in IT Service Management - ITIL Version 3 Explained Reg Harbeck CA Monday, August 13, 2007 Session 1455 ITIL V3: The Processes Governance Processes: Service Measurement Service

More information

Information Technology Infrastructure Library

Information Technology Infrastructure Library Information Technology Infrastructure Library Perry Sellars & Tim Poole Service the ITIL Way Hewlett-Packard 2004 Hewlett-Packard Development Company, L.P. The information contained herein is subject to

More information

COBIT & ITIL usage for SOX current and future

COBIT & ITIL usage for SOX current and future COBIT & ITIL usage for SOX current and future Robert E Stroud International Vice President ISACA Evangelist ITSM & IT Governance CA, Inc. Japan, November 8, 2007 Trademark Notice ITIL is a registered trademark

More information

Frameworks for IT Management

Frameworks for IT Management Frameworks for IT Management Copyright protected. Use is for Single Users only via a VHP Approved License. For information and printed versions please see www.vanharen.net 18 ITIL - the IT Infrastructure

More information

Software Asset Management (SAM) and ITIL Service Management - together driving efficiency

Software Asset Management (SAM) and ITIL Service Management - together driving efficiency Software Asset Management (SAM) and ITIL Service Management - together driving efficiency Ian Preskett MIET C.Eng. MBCS CITP Software Asset Management Consultant ian.preskett@ipassociatesltd.co.uk Agenda

More information

Overview of Service Support & Service

Overview of Service Support & Service Overview of Service Support & Service Delivery Functions ITIL Service Support / Delivery- 1 Service Delivery Functions Availability Management IT Services Continuity Management Capacity Management Financial

More information

PART II ITIL FOUNDATIONS FOR SNIA CERTIFICATION SERVICE DELIVERY & STORAGE MANAGEMENT. Dr. D. Akira Robinson, Dept of Navy American ITIL, Ltd.

PART II ITIL FOUNDATIONS FOR SNIA CERTIFICATION SERVICE DELIVERY & STORAGE MANAGEMENT. Dr. D. Akira Robinson, Dept of Navy American ITIL, Ltd. PART II ITIL FOUNDATIONS FOR SNIA CERTIFICATION SERVICE DELIVERY & STORAGE MANAGEMENT Dr. D. Akira Robinson, Dept of Navy American ITIL, Ltd. SNIA Legal Notice The material contained in this tutorial is

More information

Understanding the difference between Configuration Management, Asset Management, Inventory Management, Service Management and the CMDB

Understanding the difference between Configuration Management, Asset Management, Inventory Management, Service Management and the CMDB The CMDB Understanding the difference between Configuration Management, Asset Management, Inventory Management, Service Management and the CMDB Intro: ITIL > TOGAF Intro: ITIL Intro: ITIL > TOGAF Principles

More information

ITIL Essentials Study Guide

ITIL Essentials Study Guide ITIL Essentials Study Guide Introduction Service Support Functions: Service Desk Incident Management Problem Management Change Management Configuration Management Release Management Service Delivery Functions:

More information

Introduction: ITIL Version 3 and the ITIL Process Map V3

Introduction: ITIL Version 3 and the ITIL Process Map V3 Introduction: ITIL Version 3 and the ITIL Process Map V3 IT Process Maps www.it-processmaps.com IT Process Know-How out of a Box IT Process Maps GbR, 2009-2 - Contents HISTORY OF ITIL... 4 The Beginnings...

More information

IT Management Software Lifecycle Portfolio Überblick und Einordnung

IT Management Software Lifecycle Portfolio Überblick und Einordnung HP OpenView, Mercury und Peregrine Anwendertreffen Stuttgart, 12. Juni 2007 IT Software Lifecycle Portfolio Überblick und Einordnung Thomas Nebe, Infonomics-Consulting thomas.nebe@infonomics-consulting.com

More information

White Paper: AlfaPeople ITSM 2013. This whitepaper discusses how ITIL 3.0 can benefit your business.

White Paper: AlfaPeople ITSM 2013. This whitepaper discusses how ITIL 3.0 can benefit your business. White Paper: AlfaPeople ITSM 2013 This whitepaper discusses how ITIL 3.0 can benefit your business. Executive Summary Imagine trying to run a manufacturing business without a comprehensive and detailed

More information

IT Service Management Tools

IT Service Management Tools IT Service Management Tools Information Technology Infrastructure Library (ITIL) Compatibility Considerations Product: PinkVerify Operating Company Pink Elephant Inc. Version: Version 2.0 Date of publication:

More information

Integrating Project Management and Service Management

Integrating Project Management and Service Management Integrating Project and Integrating Project and By Reg Lo with contributions from Michael Robinson. 1 Introduction Project has become a well recognized management discipline within IT. is also becoming

More information

Blend Approach of IT Service Management and PMBOK for Application Support Project

Blend Approach of IT Service Management and PMBOK for Application Support Project Blend Approach of IT Service and PMBOK for Application Support Project Introduction: This paper addresses the process area, phases and documentation to be done for Support Project using Project and ITSM

More information

Information Technology Infrastructure Library - ITIL

Information Technology Infrastructure Library - ITIL Information Technology Infrastructure Library - ITIL Registered Trade Mark and a Community Trade Mark of the Office of Government Commerce January 2005 presented by Donett Murphy ITIL pg 1 BRIEFING OUTLINE

More information

-Blue Print- The Quality Approach towards IT Service Management

-Blue Print- The Quality Approach towards IT Service Management -Blue Print- The Quality Approach towards IT Service Management The Qualification and Certification Program in IT Service Management according to ISO/IEC 20000 TÜV SÜD Akademie GmbH Certification Body

More information

SR-2006-0363. Take Home Messages. *Information Technology Infrastructure Library

SR-2006-0363. Take Home Messages. *Information Technology Infrastructure Library The Three Fold ITIL* Process Path to Disaster Recovery & Continuity of Storage Operations Enlightenment Dr. D. Akira Robinson Department of the Navy, Consulting Computer Scientist akira.robinson@navy.mil

More information

ITIL Roles Descriptions

ITIL Roles Descriptions ITIL Roles s Role Process Liaison Incident Analyst Operations Assurance Analyst Infrastructure Solution Architect Problem Manager Problem Owner Change Manager Change Owner CAB Member Release Analyst Test

More information

Recent Advances in Automatic Control, Information and Communications

Recent Advances in Automatic Control, Information and Communications Proposal of the improvement of actual ITIL version based on comparative IT Service Management methodologies and standards The implementation of IT Service Management frameworks and standards Anel Tanovic*,

More information

Sample Exam. IT Service Management Foundation based on ISO/IEC 20000

Sample Exam. IT Service Management Foundation based on ISO/IEC 20000 Sample Exam IT Service Management Foundation based on ISO/IEC 20000 Edition April 2011 Copyright 2011 EXIN All rights reserved. No part of this publication may be published, reproduced, copied or stored

More information

Combine ITIL and COBIT to Meet Business Challenges

Combine ITIL and COBIT to Meet Business Challenges Combine ITIL and COBIT to Meet Business Challenges By Peter Hill, Director, IT Governance Network, and Ken Turbitt, Best Practices Director, BMC Software BEST PRACTICES WHITE PAPER Table of Contents ABSTRACT...

More information

Best Practice ITIL (Information Technology Infrastructure Library)

Best Practice ITIL (Information Technology Infrastructure Library) Best Practice ITIL (Information Technology Infrastructure Library) To achieve G H Bank s overall objectives, the Information Technology Group must provide excellent cutting-edge IT services to all stakeholders

More information

2. Encourage the private sector to develop ITIL-related services and products (training, consultancy and tools).

2. Encourage the private sector to develop ITIL-related services and products (training, consultancy and tools). ITIL Primer [ITIL understanding and implementing - A guide] ITIL - The Framework ITIL is the IT Infrastructure Library, a set of publications providing descriptive (i.e., what to do, for what purpose and

More information

Service Improvement. Part 3 The Strategic View. Robert.Gormley@ed.ac.uk http://www.is.ed.ac.uk/itil

Service Improvement. Part 3 The Strategic View. Robert.Gormley@ed.ac.uk http://www.is.ed.ac.uk/itil Service Improvement Part 3 The Strategic View Robert.Gormley@ed.ac.uk http://www.is.ed.ac.uk/itil Service Management House Customers Avail. Mgmt Capacity Mgmt Service Level Mgmt Continuity Mgmt Financial

More information

Domenico Raguseo. IT Governance e Business Technology (approfondimenti su ITIL)

Domenico Raguseo. IT Governance e Business Technology (approfondimenti su ITIL) IT Governance e Business Technology (approfondimenti su ITIL) Domenico Raguseo Italy Client Technical Professional Manager SW Europe Service Management Solution Architect Leader http://www.linkedin.com/in/dragus

More information

IT Infrastructure Library

IT Infrastructure Library IT Infrastructure Library Best Practices for IT Service Management October 16, 2003 2003 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice Agenda

More information

ISEB MANAGER S CERTIFICATE IN ITIL INFRASTRUCTURE MANAGEMENT. Guidelines for candidates who are taking the ICT Infrastructure Examination

ISEB MANAGER S CERTIFICATE IN ITIL INFRASTRUCTURE MANAGEMENT. Guidelines for candidates who are taking the ICT Infrastructure Examination ISEB MANAGER S CERTIFICATE IN ITIL INFRASTRUCTURE MANAGEMENT Guidelines for candidates who are taking the ICT Infrastructure Examination This qualification is based on ITIL Infrastructure Management as

More information

AN OVERVIEW OF INFORMATION SECURITY STANDARDS

AN OVERVIEW OF INFORMATION SECURITY STANDARDS AN OVERVIEW OF INFORMATION SECURITY STANDARDS February 2008 The Government of the Hong Kong Special Administrative Region The contents of this document remain the property of, and may not be reproduced

More information

The ITIL v.3. Foundation Examination

The ITIL v.3. Foundation Examination The ITIL v.3. Foundation Examination ITIL v. 3 Foundation Examination: Sample Paper 4, version 3.0 Multiple Choice Instructions 1. All 40 questions should be attempted. 2. There are no trick questions.

More information

Managed Desktop Support Services

Managed Desktop Support Services managed enterprise technologies Managed Desktop Support Services MET Managed Desktop Support Service Most organisations spend lots of time and money trying to manage complex desktop environments and worrying

More information

An introduction to ITIL concepts

An introduction to ITIL concepts An introduction to ITIL concepts Written by Justin Murray October 2005 Introduction... 2 Objective... 2 The ITIL books and processes... 3 Service Management: a key part of ITIL... 4 Service Support...

More information

An Implementation Roadmap

An Implementation Roadmap An Implementation Roadmap The 2nd Abu Dhabi IT s Forum P J Corum, CSQA, CSTE, ITSM Managing Director Quality Assurance Institute Middle East and Africa Dubai, UAE Quality Assurance Institute Middle East

More information

ITIL A guide to service asset and configuration management

ITIL A guide to service asset and configuration management ITIL A guide to service asset and configuration management The goal of service asset and configuration management The goals of configuration management are to: Support many of the ITIL processes by providing

More information

ITIL 2011 Lifecycle Roles and Responsibilities UXC Consulting

ITIL 2011 Lifecycle Roles and Responsibilities UXC Consulting ITIL 2011 Lifecycle Roles and Responsibilities UXC Consulting Date November 2011 Company UXC Consulting Version Version 1.5 Contact info@uxcconsulting.com.au http://www.uxcconsulting.com.au This summary

More information

Tutorial: Service Portfolio design for NGIs Terminology, concepts, practical guidance

Tutorial: Service Portfolio design for NGIs Terminology, concepts, practical guidance Tutorial: Terminology, concepts, practical guidance EGI Technical Forum 2012, Prague (Czech Republic) September 20, 2012 Owen Appleton Dr. Thomas Schaaf EMERGENCE TECH LTD. The gslm project is supported

More information

Introduction. What is ITIL? Automation Centre. Tracker Suite and ITIL

Introduction. What is ITIL? Automation Centre. Tracker Suite and ITIL 1 Introduction The Information Technology Infrastructure Library (ITIL) aims to improve the management of IT services within the organization, for lowered costs, improved efficiency and productivity. But

More information

ITSM vs EA KAOS 10.3.2014

ITSM vs EA KAOS 10.3.2014 ITSM vs EA KAOS ITSM vs EA SH Needs Business Goals 2 GOVERNANCE EVALUATE PLANNING ITSM IMPROVING OPERATING Business Programs Projects DEVELOPING EA IMPLEMENTING IT service - ITIL 3 Lifecycle approach Service

More information

Manager s Certificate in IT Service Management. Guidelines & Syllabus for Prospective Candidates

Manager s Certificate in IT Service Management. Guidelines & Syllabus for Prospective Candidates Manager s Certificate in IT Service Management Guidelines & Syllabus for Prospective Candidates CONTENTS PREFACE 1. INTRODUCTION 2. SYLLABUS 3. THE HOLDER OF THE CERTIFICATE 4. ELIGIBILITY FOR THE WRITTEN

More information

ITSM Maturity Model. 1- Ad Hoc 2 - Repeatable 3 - Defined 4 - Managed 5 - Optimizing No standardized incident management process exists

ITSM Maturity Model. 1- Ad Hoc 2 - Repeatable 3 - Defined 4 - Managed 5 - Optimizing No standardized incident management process exists Incident ITSM Maturity Model 1- Ad Hoc 2 - Repeatable 3 - Defined 4 - Managed 5 - Optimizing No standardized incident process exists Incident policies governing incident Incident urgency, impact and priority

More information

Build (develop) and document Acceptance Transition to production (installation) Operations and maintenance support (postinstallation)

Build (develop) and document Acceptance Transition to production (installation) Operations and maintenance support (postinstallation) It is a well-known fact in computer security that security problems are very often a direct result of software bugs. That leads security researches to pay lots of attention to software engineering. The

More information

WHITE PAPER Hitachi Data Systems Optimizes Storage Management Through ITIL-Based Consulting Services

WHITE PAPER Hitachi Data Systems Optimizes Storage Management Through ITIL-Based Consulting Services Global Headquarters: 5 Speen Street Framingham, MA 01701 USA P.508.872.8200 F.508.935.4015 www.idc.com WHITE PAPER Hitachi Data Systems Optimizes Storage Management Through ITIL-Based Consulting Services

More information

Cracking the Code on Software License Management

Cracking the Code on Software License Management Cracking the Code on Software License Management Overview of IT Asset Management Integration Integration of the physical, financial, and contractual attributes of IT assets Enables the delivery of timely

More information

White Paper. Incident Management: A CA IT Service Management Process Map

White Paper. Incident Management: A CA IT Service Management Process Map White Paper Incident Management: A CA IT Service Management Process Map Peter Doherty Senior Consultant, Technical Service, CA, Inc. Peter Waterhouse Director, Product Marketing, Business Service Optimization,

More information

Service Support. 2005 Kasse Initiatives, LLC. ITIL Configuration Management - 1. version 2.0

Service Support. 2005 Kasse Initiatives, LLC. ITIL Configuration Management - 1. version 2.0 Service Support Configuration Management ITIL Configuration Management - 1 Goals of Configuration Management The goals of Configuration Management are to: Account for all the IT assets and configurations

More information

ITIL & The Service Oriented Approach. Vivek Shrivastava

ITIL & The Service Oriented Approach. Vivek Shrivastava Vivek Shrivastava Speaker Introduction Vivek Shrivastava Experienced in numerous aspects of IT during a 15 year career (Dev, QA, Bus Analysis, Project Management, Process Improvement, Service Management,

More information

INTERVIEW QUESTIONS. Que: Which process is responsible for ensuring that the CMDB has been updated correctly?

INTERVIEW QUESTIONS. Que: Which process is responsible for ensuring that the CMDB has been updated correctly? http://www.tutorialspoint.com/itil/interview.htm INTERVIEW QUESTIONS Copyright tutorialspoint.com Que: Which process is responsible for ensuring that the CMDB has been updated correctly? Release Management

More information

ITIL - QUICK REFERENCE GUIDE

ITIL - QUICK REFERENCE GUIDE http://www.tutorialspoint.com/itil/itil_quick_guide.htm ITIL - QUICK REFERENCE GUIDE Copyright tutorialspoint.com ITIL Overview ITIL is a framework providing best practice guidelines on all aspects of

More information

Domain 1 The Process of Auditing Information Systems

Domain 1 The Process of Auditing Information Systems Certified Information Systems Auditor (CISA ) Certification Course Description Our 5-day ISACA Certified Information Systems Auditor (CISA) training course equips information professionals with the knowledge

More information

ISO20000: What it is and how it relates to ITIL v3

ISO20000: What it is and how it relates to ITIL v3 ISO20000: What it is and how it relates to ITIL v3 John DiMaria; Certified Six Sigma BB, HISP BSI Product Manager; ICT (ISMS,ITSM,BCM) Objectives and Agenda To raise awareness, to inform and to enthuse

More information

Introduction to ITIL. Author : George Ritchie, Serio Ltd email: george dot- ritchie at- seriosoft.com

Introduction to ITIL. Author : George Ritchie, Serio Ltd email: george dot- ritchie at- seriosoft.com Introduction to ITIL Author : George Ritchie, Serio Ltd email: george dot- ritchie at- seriosoft.com Page 1 Copyright, trademarks and disclaimers Serio Limited provides you access to this document containing

More information

Benefits to the Quality Management System in implementing an IT Service Management Standard ISO/IEC 20000-1

Benefits to the Quality Management System in implementing an IT Service Management Standard ISO/IEC 20000-1 Benefits to the Quality System in implementing an IT Standard ISO/IEC 20000-1 Presentation to: ASQ North Jersey September 15, 2010 Subrata Guha Director IT s UL DQS Inc. A New Global Alliance for Systems

More information

ITIL by Test-king. Exam code: ITIL-F. Exam name: ITIL Foundation. Version 15.0

ITIL by Test-king. Exam code: ITIL-F. Exam name: ITIL Foundation. Version 15.0 ITIL by Test-king Number: ITIL-F Passing Score: 800 Time Limit: 120 min File Version: 15.0 Sections 1. Service Management as a practice 2. The Service Lifecycle 3. Generic concepts and definitions 4. Key

More information

Aligning CMMI & ITIL. Where Am I and Which Way Do I Go? 2006 - cognence, inc.

Aligning CMMI & ITIL. Where Am I and Which Way Do I Go? 2006 - cognence, inc. Aligning CMMI & ITIL Where Am I and Which Way Do I Go? 2006 - cognence, inc. Agenda Where Am I? Current Situation Process Improvement Objectives How Do I Get There? CMMI ITIL Mapping, Commonalities, Differences

More information

Brochure Service Design SPO

Brochure Service Design SPO Brochure Service Design SPO About Pink Elephant Company History Pink Elephant started life some 30 years ago in Delft University in the Netherlands. A beer and peanuts company managed and staffed by students

More information

Determining Best Fit. for ITIL Implementations

Determining Best Fit. for ITIL Implementations Determining Best Fit for ITIL Implementations Michael Harris President David Consulting Group Agenda Why ITIL? The Evolution of IT Metrics Towards the Business What do businesses need from IT Introduction

More information

ITIL 101 Panel Discussion

ITIL 101 Panel Discussion ITIL 101 Panel Discussion Robert R. Cumberland, Certified ITIL Support & Restore Practitioner Services Support Manager Purdue University 302 Wood St. W. Lafayette, IN 47907-2108 (765) 496 8280 robc@purdue.edu

More information

HP Operational ITSM Service. For continual service improvement

HP Operational ITSM Service. For continual service improvement HP Operational ITSM Service For continual service improvement Overview Enhance service levels by applying best practices and standards Improve productivity and reduce costs Deliver true business value

More information

ISO/IEC 20000 Part 1 the next edition

ISO/IEC 20000 Part 1 the next edition ISO/IEC 20000 Part 1 the next edition Lynda Cooper Independent Consultant UK representative to ISO and project editor for ISO20000 part 1 Synopsis ISO/IEC 20000 part 1 was published in 2005. Since then,

More information

Supporting and Extending the IT Infrastructure Library (ITIL)

Supporting and Extending the IT Infrastructure Library (ITIL) Supporting and Extending the IT Infrastructure Library (ITIL) White Paper May 6, 2004 2004 Altiris Inc. All rights reserved. ABOUT SYMANTEC Copyright 2008 Symantec Corporation. All rights reserved. Symantec,

More information

Asset & Configuration Management (CMDB) Workshop. Don Page Marval Group www.marval.co.uk

Asset & Configuration Management (CMDB) Workshop. Don Page Marval Group www.marval.co.uk Asset & Configuration Management (CMDB) Workshop Don Page Marval Group www.marval.co.uk Who is Don - Credentials Co-author of ITIL (worldwide best practice in ITSM) Co-author of BS15000 (British Standard

More information

General Platform Criterion Assessment Question

General Platform Criterion Assessment Question Purpose: [E]nsure that the assets required to deliver services are properly controlled, and that accurate and reliable information about those assets is available when and where it is needed. (ST 4.3.1)

More information

Exam : EX0-100. Title : ITIL Foundation Certificate in IT Service Management. Ver : 08.01.06

Exam : EX0-100. Title : ITIL Foundation Certificate in IT Service Management. Ver : 08.01.06 Exam : EX0-100 Title : ITIL Foundation Certificate in IT Service Management Ver : 08.01.06 QUESTION 1 The successful diagnosis of a problem results in a Known Error. On the basis of this Known Error a

More information

Information Technology Auditing for Non-IT Specialist

Information Technology Auditing for Non-IT Specialist Information Technology Auditing for Non-IT Specialist IIA Pittsburgh Chapter October 4, 2010 Agenda Introductions What are General Computer Controls? Auditing IT processes controls Understanding and evaluating

More information

Tutorial on Service Level Management in e- Infrastructures State of the Art and Future Challenges. The FedSMProject Thomas Schaaf & Owen Appleton

Tutorial on Service Level Management in e- Infrastructures State of the Art and Future Challenges. The FedSMProject Thomas Schaaf & Owen Appleton Tutorial on Service Level Management in e- Infrastructures State of the Art and Future Challenges The FedSMProject Thomas Schaaf & Owen Appleton Contents IntroducCon Background: why ITSM in e- Infrastructure?

More information

The ITIL v.3 Foundation Examination

The ITIL v.3 Foundation Examination The ITIL v.3 Foundation Examination Sample Paper A, version 3.1 Multiple Choice Instructions 1. All 40 questions should be attempted. 2. There are no trick questions. 3. All answers are to be marked on

More information

Control Costs with a 4-Speed SACM Transmission

Control Costs with a 4-Speed SACM Transmission WHITE PAPER: Control Costs with a 4-Speed SACM Transmission Brent J. Knipfer Director ITSM Product Management CompuCom May 2012 Executive Summary IT executives are clamoring for more control over the physical

More information

ITIL Managing Digital Information Assets

ITIL Managing Digital Information Assets ITIL Managing Digital Information Assets Shirley Lacy, ConnectSphere Frieda Midgley, Digital Continuity Project Judith Riley, Digital Continuity Project Nigel Williamson, Digital Continuity Project White

More information

Release Management PinkVerify v2.1. Mandatory Criteria

Release Management PinkVerify v2.1. Mandatory Criteria Mandatory Criteria *CMDB= Configuration Management Database *CI= Configuration Item *DSL= Definitive Software Library *RFC= Request for Change *SLA= Service Level Agreement 1. Does the tool facilitate

More information

ITIL glossary and abbreviations. English

ITIL glossary and abbreviations. English ITIL glossary and abbreviations English This glossary may be freely downloaded. See www.itil-officialsite.com/internationalactivities/translatedglossaries.aspx for details of licence terms. AXELOS Limited

More information

ITIL glossary and abbreviations. English

ITIL glossary and abbreviations. English ITIL glossary and abbreviations English 1 Acknowledgements We would like to thank Ashley Hanna (HP) and Stuart Rance (HP) who produced the original ITIL glossary in English in May 2007, and to Ashley Hanna

More information

Summit Platform. IT and Business Challenges. SUMMUS IT Management Solutions. IT Service Management (ITSM) Datasheet. Key Benefits

Summit Platform. IT and Business Challenges. SUMMUS IT Management Solutions. IT Service Management (ITSM) Datasheet. Key Benefits Summit Platform The Summit Platform provides IT organizations a comprehensive, integrated IT management solution that combines IT service management, IT asset management, availability management, and project

More information