Foundation. Summary. ITIL and Services. Services - Delivering value to customers in the form of goods and services - End-to-end Service

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1 ITIL ITIL Foundation Summary ITIL and s Design s - Delivering value to customers in the form of goods and services - End-to-end ITIL Best Practice - Scalable and not prescriptive - Gathered from Users, Suppliers, Consultants - Proven in practice for 15 years, 5 core books Based around a Lifecycle - Strategy - Design - Transition - Operation - Continual Improvement Strategy Best practice & third party internet resources - Adapting ITIL for industryspecific use - Integration with other methodologies 2011 Materna unless otherwise stated 1

2 ITIL Processes & Functions Functions - Units of organisation with capabilities and resources - People fills roles to execute processes Processes - Set of activities to achieve objectives, can be automated if simple - Process Owner, Manager, Practitioner - KPIs and measurements Object, Activity IT RACI Normally only 1 Only ever 1 - Responsible, Accountable, Consulted, Informed (RACI) or Decision Director Manager Manager Security Manager Incident Manager Portfolio AR C I I I Level Agreement A R C C C Categorisation I C AR I I Problem Prioritisation - I I I I Major Incident C C I C AR 3 Strategy Understand services and customers Exploit service opportunities provision model and strategy IT Strategy Business Relationship Portfolio Financial Demand Governance and of Risks Processes 2011 Materna unless otherwise stated 2

3 ITIL Risk & Governance Risk - Identification, analysis - Risk management Applies across ITIL - - ITSCM - Availability - ITSM - Supplier Risk Register Plan Implement Assess Governance - Constrains strategy - Needs IT for audit and reporting Corporate Governance i.e. Conformance ENTERPRISE GOVERNANCE Business Governance i.e Performance 5 Strategy, customers and stakeholders Strategy - Identify your customers and the services they require - Develop differentiated services - Deliver value External customers Internal customers Stakeholders - Must be consulted and kept happy External customers Users & IT staff IT IT s Executive / board Internal Customer IT s Marketing and sales Products & s Users External Customer Partners / suppliers Materna unless otherwise stated 3

4 Portfolio ITIL value Business outcomes + - Preferences Value Perceptions Is it fit for use? Is it fit for purpose? Utility Economic value of service Warranty 7 Portfolio Manage service lifecycle - Requirements - Approved, Chartered - Built, Tested - Operational, Retired Manage Portfolio - Pipeline - Catalogue Ensure service Value Track service investment - Resources and capabilities Portfolio Financial pipeline catalogue Knowledge System Viewable by customers or support teams Demand Configuration System Materna unless otherwise stated 4

5 ITIL Financial and demand for IT Budgets, Forecasts & Monitoring Investment analysis Business Cases - Value proposition - IT required to meet business objectives User Profile Customer Advisor Role: UP2 Pattern of Business Activity Moderate travel, including mainland Europe. Handles sensitive information. Uses complex systems and has a high need for technical assistance Business Process Demand Pattern Delivery Schedule Process 9 Business Relationship Portfolio Business Relationship Influence Strategies Business Commission services Maintain Catalogue Manage relationships with Customers Agree, monitor and report services Level Agreements Customer Manage s Users Catalogue Level IT Operations Business relationship management level management Focus Strategic and tactical Tactical and operational Measure Customer Satisfaction Achievement of SLA targets 2011 Materna unless otherwise stated 5

6 ITIL Design Design s that: - Satisfy business objectives and are easily and efficiently developed Design Coordination Catalogue Level Supplier Availability Information Security Capacity IT Continuity Processes Four P s - People - Process - Products - Partners 5 aspects Processes - solution - management - Technology - Processes - Measurement systems Design People Partners / Suppliers Products (Technology) Design Package - Produced by Design Coordination - Passed to Transition Design Package (SDP) Requirements Business Requirements Design Lifecycle Plan Organizational Readiness Requirements Materna unless otherwise stated 6

7 ITIL Level SLRs & SLAs with the business - Fair and transparent SLA structure - -based - Customer-based - Multi-level (requires Corporate SLA) Contracts OLAs within IT Contracts (UCs) with suppliers Negotiate and agree service levels Monitor, review and report service - Assists Supplier Work with Business Relationship to manage Customer Satisfaction SLRs SLAs Improve services and satisfaction OLAs 13 Catalogue, Supplier Catalogue - Business & Technical s - Accurate and consistent with CMS Supplier - Manage suppliers and contracts - Maintain Supplier & Contract Data - Categorize suppliers and obtain value Portfolio Pipeline Catalogue Catalogue Evaluate A Strategic Suppliers Operational Maintain SCMIS Establish New Manage Performance Suppliers Tactical Suppliers Supplier B Renew or Terminate Commodity Suppliers Operational Suppliers Materna unless otherwise stated 7

8 ITIL Availability s and components - MTRS, MTBF, VBFs - Availability/ Reliability/ Maintainability/ ability Availability Plan, availability design Implement resilience Requirements Security Information Security Policy Assess risks and vulnerabilities Security controls Risk mitigation Manage security breaches Required availability 15 Capacity Business/ / Component Capacity Understand demand and produce forecasts Produce a Capacity Plan Monitor performance Make efficient use of resources Influence demand to best fit available supply Capacity & performance reports & data Forecasts Capacity & Costs Demand & Supply Capacity Information System Capacity Plan Materna unless otherwise stated 8

9 ITIL IT Continuity Work with Business Continuity Link to risk management Assess risk Recommend countermeasures Develop and test plans Maintain: Education, training, awareness, audit Manage invocation Initiation Requirements & Strategy Implementation Ongoing Operation Invocation 17 Transition Processes supporting the whole lifecycle Asset & Configuration Knowledge Release and Deployment Validation & Testing Transition Planning & Support Evaluation Processes within Transition But NOT Project discipline 2011 Materna unless otherwise stated 9

10 ITIL Respond changing business requirements - Maximize value, reduce Incidents and re-work Keep s aligned to business needs Focus on - Does not include business change Standard, Normal, Emergency CAB, ECAB and other authorisation points Business needs Aligned services Asset & Configuration Configuration Items (CIs) - Attributes, Relationships Baselines Definitive Media Libraries Authorized, definitive software Supports all processes Asset Problem Desk / Incident Quality Release & Deployment Technical Configuration Configuration System (CMS) Finance BRM, SPM, Demand IT Security IT Continuity Availability & Capacity Level, Catalogue, Release Testing, Evaluation Planning, Knowledge Incident, Problem Access, Request Event Information Integration Data & Information Sources Integrated Configuration Database (CMDB) Physical CMDBs Tools Asset & Configuration Mgt Materna unless otherwise stated 10

11 ITIL SKMS and the CMS Data Information Knowledge Wisdom Knowledge System (SKMS) Decisions Data Unstructured data Structured data Integrated CMDB Configuration Databases Configuration System (CMS) Tools & Applications Drowning in data but starved of information? 21 Release and Deployment Create and test Release Packages Deploy, transfer and retire Ensure knowledge and skills transfer Use DMLs, maintain CMS data Development Environment Controlled Test Environment Release Package Planning Build & Test Deployment Live Environment Review & Close Definitive Media Library Configuration System (CMS) CMDB CMDB CMDB Materna unless otherwise stated 11

12 ITIL Functions Operation - Desk - Operations - Operations Control, Facilities - Technical - Application Event Incident Request Fulfilment Access Problem Processes Single Point of Contact Desk Local / Central / Virtual / Follow-the-sun Main responsibility is Incident - Indentification/ Logging/ Owning/ Closing Incidents - Information - May handle Requests, s, Access Applications Technical - Servers, Networks, Desktop, DBAs Desk IT Operations Request Fulfilment Access IT s 3 rd Party Support Materna unless otherwise stated 12

13 ITIL Event Significant occurrences Filtered Correlated - First-level - Second level Information Warning Exception Logging Auto Response Information Alert 1 st Correlation Warning 2 nd Correlation Exception Problem Review & Close Incident Not normal operation Prioritised - Business Impact - Urgency Resolution - Workaround - Minimal disruption - Meet SLAs Escalation - Functional - Ownership, monitoring, escalation Identification & Logging Categorization Prioritisation Initial Diagnosis Investigation & Diagnosis Resolution & Recovery Closure Requests Major Incident Procedure Investigation & Diagnosis Resolution & Recovery 2 nd level Request Fulfilment 2011 Materna unless otherwise stated 13

14 ITIL Request Fulfilment Manages Requests - Standard - Request Models Financial approval Incident (if raised) may be closed Links to SACM Access Gives rights to service Requires Verification Applies preset rights Involves Availability and Information Security Is this access permitted? Incident Small change Non-fault Request Fulfilment Small tasks Who are you? 27 Problem Underlying causes of Incidents May be identified proactively - Trends, Analysis Formal problem-solving techniques Problem reviews Desk, Event Incident, Proactive Problem, Suppliers, Contractors, Developers Configuration Detection & Logging Categorization & Prioritization Investigation & Diagnosis Create Known Error Record Resolution CMS Known Error DB Closure & Review 2011 Materna unless otherwise stated 14

15 ITIL Present Information Identify Improvement Strategy Process data Gather data Continual Improvement Deming Cycle CSI approach - What is?, Where are?, Where do?, How do?, Did? Metrics - service, process, technology Goals-Objectives-CSFs -KPIs-Targets-Metrics 7-step improvement process Act Check Plan Do How do we keep the momentum? What is the Vision? Where are we now? Where do we want to be? How do we get there? Did we get there? Vision Mission Goals Implement Improvement Define measurements CSI Register Objectives & CSFs KPIs Metrics Analyze Measurements 29 Measurement & Reporting Justify - We should do this, because.. Direct - This way Intervene - Stop! - Start! Validate - I was right - You were wrong Reporting - Effort - Value - Alternatives SLAM Red, Amber, Green Balanced scorecard Dashboards 2011 Materna unless otherwise stated 15

16 ITIL Generic requirements for technology Self-help and knowledge bases Workflow and process design CMS Integration Discovery / Deployment Remote control Reporting and Dashboards Diagnosis Personal productivity - Spreadsheets, graphing, presenting, report writing PROCESS PEOPLE ITIL TECHNOLOGY Technology supports process by enforcing it and making it less effort as well as by providing speed of access to information ITIL Foundation 31 Manage IT Strategy Customers Business Relationship Portfolio Financial Demand Strategy Pipeline Design Coordination Catalogue Catalogue Problem Request Fulfilment IT Continuity Level Supplier Asset & Configuration Knowledge Transition Planning and Support SKMS KEDB CMS Access Incident Users Availability Capacity Information Security Development and / or Procurement Release and Deployment Validation & Testing Evaluation Event Design Transition Operation Continual Improvement 7-step Improvement Process Measurement Reporting CSI register 2011 Materna unless otherwise stated 16

17 ITIL ITIL Foundation That s all, folks! 2011 Materna unless otherwise stated 17