John Kacmarynski TLG Learning. ITIL History Benefits of Implementing ITIL Integrated Service Lifecycle Approach and Processes

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1 John Kacmarynski TLG Learning ITIL History Benefits of Implementing ITIL Integrated Service Lifecycle Approach and es What is not defined cannot be controlled What is not controlled cannot be measured What is not measured cannot be improved You cannot define what you don t understand William Edwards Deming (October 14, December 20, 1993)

2 1981 IBM ( in UK: GITIM: Government Information Technology Infrastructure ) 3 Yellow Books - 42 es Service; Development; Consultation 1986 UK (Central Computer and Telecommunications Agency CCTA ) (ITIL v1) 43 Books started publishing in UK adoption 1991 ITSMF User-group 2001 Reorganized into booksets (7(9) books) (Office of Government Commerce OGC )(ITIL v2) Microsoft used ITIL as the basis to develop their proprietary Microsoft Operations Framework (MOF). World s first ITIL aligned standard is published: BS US 2003 major interest (SOX in 2002) Companies making untracked changes caused the loss of retirement funds ITIL provides the processes, guidance and metrics to measure changes for information that will be audited 2007 Lifecycle approach to service management (ITIL v3) (OGC) 5 Core Volumes ISO VALUE to the business ITIL 2011 is an update, not a new version (Cabinet Office (part of HM Government)) Resolve any errors or inconsistencies; Improve clarity, consistency, correctness and completeness Books Published July 29, Exam Published August 8, 2011 Business As Usual - Firefighting Legislation - Forced Best Practice Focused

3 Level 1 Chaotic Ad-hoc Undocumented Unpredictable Multiple help desks Minimal IT operations Level 2 Reactive Best effort Fight fires Inventory Initiate Level 3 Proactive Monitor performance Analyze trends Set thresholds Predict problems problem mgmt. process Alert and event mgmt. Monitor availability (u/d) Automation Mature problem, asset and change mgmt. processes Level 4 Service Define services, classes, pricing Understand costs Set quality goals Guarantee SLAs Monitor and report on services Capacity planning Operational Engineering User call notification Tool Leverage Level 5 Value IT and business metric linkage IT improves business process Real-time infrastructure Business planning Profit Mgmt Business Svc. Design Engineering Service and Configuration Mgmt Definition of a service: Services are a means of delivering value to customers by facilitating the outcomes customers want to achieve without the ownership of specific costs and risks. People want a quarter-inch hole, not a quarter-inch drill. Professor Theodore Levitt, Harvard Business School Business es IT Appli- Services cations IT es Systems Network Network External Constituents Employees Customers Suppliers Shareholders Service-Level Agreement Service-Level Agreements

4 SUCCESS Have dedicated /Service owner that dedicates time and focus to drive a particular process/service Commitment to grow the staff s knowledge and implement tasks and various job duties FAILURE /Service owner is nonexistent There is more than one owner assigned to a particular process/service Mangers are not involved with empowering their staff through training, and tools Not appointing the right people in the right roles and managing them 2012 Enterprise Associates, Inc 2012 Enterprise Associates, Inc

5 Control Triggers Owner Documentation Policy Objectives Feedback Metrics Activities Roles Inputs Procedures Work Instructions Enables Improvements Outputs Including process Reports and reviews Resources Capabilities Roles T a s k s - D e l i v e r a b l e s Service Strategy Looks at overall business aims and expectations Service Design Starts with requirements and ends with the development Service Transition Manage change, risk & quality to implement Designs Service Operations Concerned with business as usual activities Continual Service Improvement Looks for ways to improve processes and services

6 Continuous Service Improvement 7 Step Improvement Service Design Design Coordination* Service Catalog Service Level Availability Capacity IT Service Continuity Information Security Supplier Service Strategy Strategy for IT Services Financial for IT Services Service Portfolio Demand Service Operation Service Transition Business Relationship * Incident Change Service Asset and Problem Configuration Mgmt Event Knowledge Request Fulfillment Release and Deployment Access Transition Planning and Support Service Validation and Testing Functions: Change Evaluation Service Desk Technical Application IT Operations * New in ITIL v Strategy for IT Services Financial Demand Service Portfolio Business Relationship Represents commitments and investments made by a service provider across all customers and market spaces It includes: Present contractual commitments New service development On-going service improvement 3rd party services Retired services Service Lifecycle Service Knowledge System Service Portfolio Service Status Requirements Definition Service Analysis Pipeline Approved Chartered Design Development Build Service Test Catalogue Release Operational/Live Retiring Retired Services Retired Customer/support team viewable section of the service portfolio (the service catalogue, with selected fields viewable)

7 Design Coordination Service Catalog Service Level Availability Capacity IT Service Continuity Supplier Information Security Strategy Governance Functionality Business functionality requirements Legislative requirements Regulatory requirements etc PMBOK Triple Constraint MOF Tradeoff Triangle BUSINESS UNITS Service Level Req. SLAs IT SERVICES Service Catalogue OLAs Contracts Internal Providers External Suppliers Continuous SIP SLM - AGREE DELIVERY/SUPPORT

8 Service Asset and Configuration Change Knowledge Transition Planning and Support Release and Deployment Service Validation and Testing Change Evaluation Logical Model of the IT Infrastructure Data from multiple sources or federated CMDBs References Definitive Media Libraries (DML), Spares Store and Asset Stores (staging areas) CMS SKMS CMDB AMIS CMIS CI- User CI- Desktop CI- App1 CI- App2 ISMIS SLA SCMIS SC CI- Monitor CIlaptop CMDB-FR KEDB Traffic Weather

9 Sharepoint Service Map Who RAISED the change? What is the REASON for the change? What is the RETURN required from the change? What are the RISKS involved in the change? What RESOURCES are required to deliver the change? Who is RESPONSIBLE for the build, test and implementation of the change? What is the RELATIONSHIP between this change and other changes? Initiation Reject with explanation and right of appeal Minor Change Manager Significant CAB Major Senior Log and Filter Initial Priority No Impact & Resource Assessment (SME) Approved? Transition (Rollout Schedule) Yes Emergency? No Emergency CAB Yes Release/Dep (Build) DML/SS Rel/Deploy (Implement) No Category Standard? Yes Standard Change Asset/Config Create/Update CI Valid/Test Valid/Test Success? Yes Close No Implement Backout plans? Evaluation (PIR)

10 Incident Problem Request Fulfillment Event Access Functions: Service Desk Technical Application IT Operations Service Operation Restore Service as Soon as Possible Standard Incident Model Assist in speedy Incident Major Incident Problem may be asked to assist Incident: An unplanned interruption to an IT service or reduction in the quality of an IT service. Problem management has both proactive and reactive activities: Service Operation Reactive activities are concerned with solving problems in response to one or more incidents Minimize impact of incidents that cannot be prevented Proactive activities are concerned with identifying and solving problems and known errors before further incidents related to them can occur again. Examples include conducting periodic reviews of incident date, event data, operations logs etc. to identify trends possible root cause

11 Incident Restores service as soon as possible Incident Details Workarounds Problem Identifies and removes underlying causes Reactive Problem Control Change Implements Change to eliminate Problems and Known Errors Incident Permanent Fix Error Control Request for Change Change Implemented Change Proactive Problem Proactive Request for Change Change Implemented Crown copyright Reproduced under license from the Cabinet Office. 7 Step Improvement

12 What is the vision? Business vision, mission, goals and objectives Where are we now? Baseline assessments How do we keep the momentum going? Where do we want o be? Measurable targets How do we get there? Service & process improvement Did we get there? Measurements & metrics Crown copyright Reproduced under license from OGC Questions?

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