ITIL 101 Panel Discussion

Transcription

1 ITIL 101 Panel Discussion Robert R. Cumberland, Certified ITIL Support & Restore Practitioner Services Support Manager Purdue University 302 Wood St. W. Lafayette, IN (765) Dushmantha Fernando IT Service Manager 201A Computer Center Academic Computing and Network Services Michigan State University East Lansing Michigan. MI (517) Andrea Stevens Service Delivery and Support Manager Certified ITIL Service Manager The University of Michigan Michigan Administrative Information Services (734)

2 IT Service Management The organization of resources to Provide Effective and Efficient IT Services. People, Process, Products, Partners

3 The drivers for high quality IT Services Increasing demands from business to deliver effective IT Solutions/Services High visibility of failure Increasing complexity of IT Infrastructure and processes Increasing competition Increased pressure to realise return on investment

4 The Balance Between Quality and Cost $ Performance & Availability 0

5 IT Service management objectives To align IT Services with the current and future needs of the business and its customers To improve the quality of IT Services delivered To reduce the long-term cost of service provision

6 Introduction A set of books A code of best practice for IT Service provision Non-proprietary Publicly available First written in Revised in ITIL V3.0 Released Jun 2007

7 ITIL Philosophy : Building a service Culture. Not about technology! Capture industry best practice Organizations should adopt and adapt How to achieve standards in service management Scalable org size and need Platform independent Professional acceptance

8 Service Components Database Application Functional Areas Portal Communications Communications Provider Service Desk

9 As Seen by the Customer

10 Process Orientated Working Database Application Functional Areas Portal Communications Communications Provider Service Desk

11 ITIL Service Support Processes Operational Short to medium-term management cycles Focus on control of the infrastructure Maintain flexibility of the infrastructure A basis for Service Delivery

12 ITIL Framework Service Support Processes Release Management Product Change Management Price Configuration Customers Incident Management Management Problem Management User Promotion Distribution

13 ITIL Service Delivery Processes Tactical Medium to longer term management cycles Focus on specific services What are the business requirements? How do we structure services to meet these? What level of quality do we need and how do we achieve it?

14 ITIL Framework Service Delivery Processes Financial Management Continuity Management Service Level Customer Management Supply Demand Capacity Management Availability Management

15 ITIL Service Support Processes

16 ITIL Service Support Processes Release Management Product Change Management Price Configuration Customers Management User Incident Management Promotion Problem Management Distribution

17 Incident Management Restore Normal Operation as quickly as possible Minimize the impact to the Business Operations Detect and Record Classify and Initial Support Investigate and Diagnosis Resolution and Recovery Closure

18 Problem Management Minimize the impact of Incidents and Problems Problem and Error Control Problem Identification and Record Categorize & Prioritize Investigate and Diagnosis - Root Cause - Known Error Identify Best Permanent Solution Request Change

19 Change & Release Management Manage the Change Process Hardware, System and Application Software, Communications, and Documentation Manage a Collection of Changes to Hardware or Software Functional and Fit for Purpose Testing Communication, Training, Distribution, Installation

20 Configuration Management Authoritative source for Hardware, Software, Documentation Logical model of the infrastructure and services Processes Identification Control Status Accounting Verification and Audit

21 Service Delivery Processes

22 Service Delivery Service Delivery is the second of the two core ITIL v2 books Process Involved IT Financial Management Capacity Management IT Service Continuity Management Availability Management Service Level Management

23 Service Level Management Maintain and improve IT service quality through a constant cycle of agreement, monitoring and reporting to meet the customers business objectives Service Level Requirements Underpinning Contracts Operational Level Agreements Service Level Management Service Level Agreements Service Catalog

24 IT Financial Management To provide cost effective stewardship of IT assets and resources used in providing IT Services. Cost of unavailability, cost of change, cost of maintainability or serviceability, etc. Budgeting IT Financial Management Accounting Charging

25 Capacity Management Must understand the business required, the organizations operation and the IT infrastructure and ensure all current and future capacity and performance aspects of the business requirement are provided cost effectively. Business Capacity Management: Ensure future business requirements for IT Services are considered, planned and implemented in a timely manor. Service Capacity Management: Responsible for performance of existing IT Services meet business requirements as defined in SLAs. Resource Capacity Management: Mgmt of individual IT components ensuring each has the resources available to me business demands.

26 Availability Management To optimize the capability of the IT infrastructure, services and support organization in their efforts to deliver a cost effective and sustained level of Availability enabling the business to meet their objectives. Guiding Principles Availability is at the core of business and User satisfaction Recognizing that when things go wrong, it is still possible to achieve business and User satisfaction Improving availability can only begin after understanding how the It Services support the business

27 IT Continuity Management To ensure that required IT technical and service facilities can be recovered within required and agreed timescales. Business Impact Analysis IT Service Continuity Management IT Service Continuity Plan Risk Assessment

28 ITIL V 3.0

29 Basics of v3 8 books go down to 5 Organized as a lifecycle Service Strategy Service Design Service Transition Service Operation Continual Service Improvement The course and testing structure changes

30 A Few of the Details on v3 Incident Separates out Event Management, Request Fulfillment, Access Management Problem Separation of Problem Control and Error Control goes away

31 More v3 Change Some terminology changes No longer see minor, significant and major as a way to classify changes Introduce the Change Proposal Configuration Now called Service Asset and Configuration Mgmt. Introduces Configuration Management System of which the CMDB is a part DML rather then DSL

32 Last Bits of v3 SLM Introduces the Service Portfolio of which the Service Catalog is a part IT Financial More emphasis on business justification and value for the money Capacity The profile of Demand Management is raised

33 Question time?