Information Technology Infrastructure Library - ITIL

Transcription

1 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

2 BRIEFING OUTLINE Define ITIL Identify ITIL Core Processes Discuss IT Delivery & Support Model Identify ITIL Publication Address Who Is Implementing ITIL Discuss Training and Certification ITIL pg 2

3 Oh No!!! Not Another Model Goal The goal was to develop an approach that would be vendorindependent and applicable to organizations with differing technical and business needs. This resulted in the creation of the ITIL. ITIL pg 3

4 What is ITIL? ITIL is a set of best practices standards for Information Technology (IT) service management. The United Kingdom's Central Computer and Telecommunications Agency (CCTA) created ITIL in response to the growing dependence on Information Technology to meet business needs and goals. ITIL provides businesses with a customizable framework of best practices to achieve quality service and overcome difficulties associated with the growth of IT systems. Emerged as the worlds most widely accepted approach to the management and delivery of IT Services because it is scaleable. Gartner measurements show that no adoption of IT Service to full adoption can reduce an organization s Total Cost of Ownership by as much as 48%. ITIL pg 4

5 ITIL Core Processes IT planning, delivery and support for IT Services: Service Delivery Availability Capacity IT Service Continuity Planning Financial Service Level Service Support Incident Problem Change Configuration Planning Identification Control Status Accounting Verification Reporting ITIL pg 5

6 ITIL pg 6

7 Service Delivery Service Support Manage & Improve the Quality Of Agreed IT Services Incident Incident IT Delivery & Support Model Service Level Service Service Level Level Problem Problem Financial Financial Budgeting Accounting Charging Understand and Control Costs Associated with the Delivery of IT Services Incident & Problem IT Service Planning Capacity Capacity Availability Availability Ensure Cost Effective and Sustainable Levels of Availability IT IT Service Service Continuity Continuity Change & Configuration Match Business Ensure the Change Demand for IT Change Protection of IT Services with IT Services and the Resources Rapid Restoration of IT Service in the Event of a Disaster Configuration Configuration Front Office Back Office ITIL pg 7

8 IT Delivery & Support Model Service Delivery Coordinate The Rapid Restoration of IT Services. Service Support Incident Incident Service Level Service Service Level Level Permanent Removal of Errors from the IT Infrastructure Incident & Problem Problem Problem Financial Financial Budgeting Accounting Charging Identify the Components and Maintain the Content and the Context of the of the IT Infrastructure IT Service Planning Capacity Capacity Change & Configuration Configuration Configuration Availability Availability Change Change Bring All Changes Under IT IT Service the Control Service of a Continuity Single Continuity Set of Processes. Protect the Live Environment by Controlling the of Components. Front Office Back Office ITIL pg 8

9 ITIL pg 9

10 US Government and Commercial Implementation Internal Revenue Service Central Intelligence Agency (CIA) Department of Commerce National Institute of Standards (NIST) Department of Agriculture (USDA) National Security Agency (NSA) Department of Defense (DOD) ARMY National Reconnaissance Office (NRO) IBM Global Services HP Services Procter and Gamble Caterpillar Shell Oil Boeing State Farm Insurance Nationwide Mutual Insurance Company ITIL pg 10

11 Individual Certification is Available Join Fellow CMers in Profession Growth Training Providers: IntelQ Pink Elephant FoxIT DreamCatcher Others Cost:??? $850 - $1100 Based on Group Size Location: Local with No Travel If you are interested contact Donett Murphy before Feb 7, [email protected] ITIL pg 11

12 ISO BRIEFING SUMMARY Defined ITIL Identified ITIL Core Processes Discussed IT Delivery & Support Model Identified ITIL Publication Addressed Who Is Implementing ITIL Discussed Training and Certification ITIL pg 12

13 The following Slides Were Not Part of the Briefing. Carol Farrall sent them for distribution (part of training material). ITIL pg 13

14 ITIL Overview Publications Map T h e B u s i n e s s Planning to Implement Service The Business Perspective Service Delivery Service Service Support Applications Security ICT Infrastructure T h e T e c h n o l o g y Crown Copyright. Reproduced with the permission of OGC ICT = Information and Communication Technology ITIL pg 14

15 ITIL IT Service Service Support covers 1 functional area, and 5 processes:- Incident Problem Change Configuration The Service Desk (Function) Service Delivery covers 5 processes:- Service Level Capacity Availability Financial IT Service Continuity ITIL pg 15

16 Service Support Process Model The Business, Customers or Users tools Incidents Incidents Difficulties Queries Enquiries Service Desk Communications Updates Work arounds Service reports Incident statistics Audit reports Incident Problem statistics Trend analysis Problem reports Problem reviews Diagnostic aids Audit reports Incidents Problem Change schedule CAB minutes Change statistics Change reviews Audit reports Problems Known errors Customer Survey Reports Change Changes schedule statistics reviews Secure library Testing standards Audit reports CMDB Changes s s Configuration CIs Relationships CMDB reports CMDB statistics Policy standards Audit reports EDS Proprietary Source: ITIL- CCTA Crown Copyright ITIL 2000 pg 16

17 Service Delivery Processes The Business, Customers or Users Queries Enquiries Communications Updates Reports Availability Availability Plan Design criteria Targets / Thresholds reports Audit reports Alerts and Exceptions Changes Tools & IT Infrastructure Capacity Capacity Plan Capacity database or CDB Targets / Thresholds Capacity Reports Schedules Audit reports Service Level Requirements Targets Achievements Financial for IT Services Financial Plan Types & models Costs & Changes reports Budgets & Forecasts Audit reports SLAs, SLRs, OLAs,Ucs Service reports Service catalogue SIP Exception reports Audit reports IT Services Continuity IT Continuity Plans BIA & Risk Analysis Control centers DR Contracts reports Audit reports EDS Proprietary Source: ITIL- CCTA Crown Copyright ITIL 2000 pg 17

18 ITIL Process Linkages IT Service Continuity Strong Relationship Uses Availability Capacity Communicates With Configuration Change Financial Service Level Problem Incident and Service Desk ITIL pg 18

19 Holistic Configuration Incident Incident Tracking Profile info SLAs OLAs UCs Service Level Change Requests for Change Service Requests Change or Request Priority Profile info Availability Requirements Downtime recording Availability Problem Problem Tracking Known Error Reporting Workarounds CMDB Capacity Plan Forecasts Organizational Info Capacity EDS Proprietary Configuration HW & SW Attributes & Relationships Procedures/Docs Roles & Resp. DSL SW releases SW Acceptance Stages Costing Data Charging Data Risk Analysis Continuity Plans Test Results IT Continuity Planning Financial MANAGEMENT INFORMATION ITIL pg 19

20 Configuration Relationships Financial Information Service Level Thresholds Service Components Responsibilities Business Impact Security ITSC Service Level Financial Greater Linkage to Business Better ROI Higher Customer Satisfaction Reduced Costs Configuration Asset Inventory Impact Assessments Relationships Verification Lower Costs Fewer Errors Problem Incident Change Prioritization Reduced MTTR Greater User Satisfaction Better User Productivity Efficiency ITIL pg 20

21 Environments Development Environment Controlled Test Environment Live Environment Policy Planning Design and develop, or order and purchase the software Build and configure the Fit-for- Purpose testing Acceptance Roll-out planning Communication Preparation and Training Distribution + installation Configuration Database (CMDB) and Definitive Software Library (DSL) EDS Proprietary Source: ITIL- CCTA Crown Copyright 2000 ITIL pg 21 Source: ITIL- CCTA Crown Copyright 2000

22 Version Control V 1 DSL V 2 V 2.1 V 1 V 2 V 2.1 Development CMDB V 1 V 2 V 2.1 Test App1 v 2.1 Status = = In Dev Prod Test App1 v 2.0 Status Status = Failed = = In Dev Test Test V 1 V 2.1 Production App1 v 1.0 Status = = Archive In Dev Prod Test V 1 Archive (remains in DSL, but status changed to archive) ITIL pg 22

23 Some Useful Websites The OGC the organization that publishes the ITIL books ITIL UK Official Web Site Multilingual ITIL Information [Service Support/Delivery on-line] Loyalist College [Belleville, Ontario] ITIL Certification Agent The global IT Service Forum site The ITSMF US site ItSMF IT Service Forum - check out Event/Presentation for local context and players. General ITSM information and white-papers Ottawa based ITIL Services/Training provider Links contains a good selection of ITIL Information/Solution providers Tools, newsletters, and white-papers on ITSM ITIL Services/tools provider ITIL pg 23