An intro to ITIL: IT Service and Improvement Framework -Sudhendu Das 1/18/2007 1
Getting Operations Wrong Bites Development Where s my project gone? Infrastructure Where s my money gone? Operations Where s my business gone? 1/18/2007 2
What is Service? of the agreed service to meet the customers requirements 1/18/2007 3
Introducing ITIL ITIL Information Technology Infrastructure Library. Service Processes. Developed by the Office for Government Commerce (OGC) in England (late 1980 s). Best practices focused on the management of IT service processes. Open source. 1/18/2007 4
ITIL Service Goals Ensure that IT services are aligned to the needs of customers and users (measurable). Improve availability and stability of services. Improve communication within IT and with users. Improve efficiency of internal processes. Ensure that all information is evergreen. 1/18/2007 5
ITIL Service (ITSM) Two main components: Service Support five processes that provide support for day-to-day operation of IT services. Service Delivery five processes that focus on long-term planning and improvement of IT services. These two components are linked together through the Service Desk. 1/18/2007 6
Deming the inspiration: Continuous Improvement 1/18/2007 7
ITIL Service Mgmt Simplified Business, Customers & Users Service Desk Desk Incident Problem Change Release Service Level Level Availability Capacity Financial Service Continuity Configuration 1/18/2007 8
ITIL Service Support 1/18/2007 9
Service Support Service Desk Help Desk Problem Configuration Change Software Control & Distribution Incident Problem Configuration Change Release 1/18/2007 10
Service Desk Function NOT a process but an organisational unit Owns the Incident Process The day-to-day Single Point of Contact (SPOC) for the user community (technical & business) Describes present-day best practices in customer (user) service support 1/18/2007 11
Service Desk Function Employee retention Revenue growth Service quality Employee satisfaction Value for customers Customer satisfaction Customer loyalty Employee productivity Profitability Service-Profit Chain model Technology & Environment considerations Staffing Training/ Soft Skills 1/18/2007 12
Incident Incident is a process in its own right (owned and managed by the Service Desk) Revised scope for incident definition (now includes service requests) Clearer delineation between Incident and Problem Clear description of the role of 2 nd /3 rd, n th line support (support groups) 1/18/2007 13
Incident 1/18/2007 14
Incident Responsible for finding Resolutions and Work-arounds Incident Detection Incident Process Incident Solved Problem Detected Matching Problems & Known Errors Work-around found Problem Records Work-around/ Resolution information Accept Work-around Problem Process Structural resolution 1/18/2007 15
Problem Revised description of Problem Control identification and recording classification investigation and diagnosis Error Control Specific proactive PM activities: trend analysis targeting preventive action 1/18/2007 16
Problem No more confusion between Problem and 2 nd /3 rd line support Focus is on building Knowledge FAQs on the Intranet Guidelines for identification of Problems Problem Analysis methods (in Appendix) Kepner Tregoe Ishikawa Diagrams 1/18/2007 17
Problem 1/18/2007 18
Change Business opportunities Business Trends Three Approval Issues Financial Technical Business Technology opportunities 1/18/2007 19
Change Relationship to program management (PMO) Communication within the organisation FSC: Forward Schedule of Change PSA: Projected Service Availability New emphasis on regressions and back-out strategy Risk assessment stressed as part of priority allocation Change Models for standard procedures PIR - Post Implementation Review 1/18/2007 20
Release Revised process name for Software Control & Distribution Software now hardware, software and documentation Control now part of Configuration Distribution now central part of Release Awareness of possible problems that have been encountered 1/18/2007 21
Release Three categories of releases: 1) minor (small enhancements & fixes) 2) major (new functionality) 3) emergency (incidents / urgent changes) Activities: Roll-out, planning & communication Tools & Technology 1/18/2007 22
Configuration Activity Emphasis: Planning Central function: Change + Config. + Release Change and Configuration Plan (C&CM) New Process Role: Configuration Librarian Scope: hardware + software + documentation Terminology: CMDB, DSL and DHS 1/18/2007 23
Configuration Change in terminology Verification enhanced with Audits Baseline now Configuration Baseline License Relationship to Security Relationship to DSL Asset 1/18/2007 24
Service Support process model The Business, Customers or Users Difficulties Queries Enquiries Communications Updates Work arounds Changes Releases Incidents Service Desk Incident Incidents Tools Problem Change Release Configuration CMDB 1/18/2007 25
Service Support processes Configuration Change Incident Identify, control, & manage IT resources within a Configuration Database (CMDB). Handle changes efficiently, with standardized methods, to minimize impact to service delivery. Restore normal service operation ASAP and minimize adverse impact on users & the organization. 1/18/2007 26
Service Support Processes (cont.) Problem Release Minimize the adverse effect of incidents and problems caused by errors in the infrastructure, and prevent recurrence. Ensure production readiness, quality of hardware, and documentation across a distributed environment. 1/18/2007 27
Service Delivery 1/18/2007 28
Service Delivery Capacity Cost Availability Service Level Contingency Planning Capacity Financial for IT Services Availability Service Level IT Service Continuity 1/18/2007 29
Service Level Goal is to maintain and gradually improve through a cycle of Agree-Monitor-Report- Act Hierarchic organisation of Services Service Level Agreements multi-level SLA structures establish monitoring capabilities SLAM / RAG charts Service Quality Plan now Service Improvement Program 1/18/2007 30
Service Level Process Established Function Implement SLA s Agree SLA s Monitor Report Review Negotiate Review UC s & OLA s Implementation Planning Draft Manage the ongoing process Catalogue services Periodic Reviews Review SLA s. OLA s, UC s Review SLM process 1/18/2007 31
Financial for IT Services Main processes: Budgeting, Accounting, Charging Service Catalogue Budgeting Accounting Charging Financial Targets Cost Models Charging Policies SLM feedback 1/18/2007 32
Cost-by-Service Cycle All IT Costs Hardware Software Employment AccommodationExternal Service Transfer Cost Elements Direct Costs Indirect Costs absorbed by each service Unabsorbed Indirect Costs Cost-by-Service Service A Service B Service C Service D Total Cost of IT services 1/18/2007 33
Capacity More emphasis on a business management perspective. Reduced volume of technical how-to Sub-processes Business Capacity Service Capacity Resource Capacity Significant clarity on the principles, activities, planning and implementation, reporting metrics, relationships and capacity plan contents 1/18/2007 34
Capacity Activities Business Capacity (BCM) Service Capacity (SCM) Iterative Activities Demand Mgmt Resource Capacity (RCM) Modeling Application Sizing Storage of Capacity Mgmt Data Production of the Capacity Plan CDB 1/18/2007 35
IT Service Continuity ITSCM is part of and supports the larger Business Continuity (BCM) Scope of ITSCM OUT: Business Recovery (part of BCM) IN: all components (including non-it) relevant to IT-Service Continuity Business Impact Analysis identify minimal service levels for critical business processes structure, roles and responsibilities 1/18/2007 36
Business Continuity Lifecycle Stage 1 Initiation Stage 2 Requirements & Strategy Stage 3 Implementation Stage 4 Operational 1/18/2007 37
Availability Significant improvement in clarity of process goal, mission statement and scope without technical complications Planning and design for high availability and recovery Length of unavailability Impact of unavailability time time 1/18/2007 38
Availability Thorough guidance on End-User Availability metrics and reporting Vital Business Functions (VBFs) cost of UNavailability Comprehensive guidance for availability improvement analysis, methods and techniques Component Failure Impact Analysis (CFIA) Service Outage Analysis (SOA) 1/18/2007 39
Service Delivery process model The Business, Customers or Users Availability Requirements Targets Achievements Service Level Capacity IT Financial IT Service Continuity Tools Alerts and Exceptions Changes 1/18/2007 40
Service Delivery Service Level Availability Capacity To maintain and improve IT service quality through an ongoing cycle of agreeing, monitoring and reporting to meet customer needs. Optimize the capability of the infrastructure and organization to deliver a cost effective and sustained level of availability. Ensure current and future resources are greater than or equal to demand, and provided cost effectively. 1/18/2007 41
Service Delivery (cont.) Financial Service Continuity Plan for IT services and provide costeffective stewardship of the IT assets and resources. Ensure recovery of IT systems to normal state after a disaster within agreed timeframes and using alternate methods. 1/18/2007 42
ITIL Service Desk Change Service Level Incident Service Support Release Availability Service Delivery Financial Configuration Problem IT Service Continuity Capacity Service Desk 1/18/2007 43
Service Desk Service Desk Single point of contact for incident reporting and service requests. Provides advice and guidance. Works towards rapid restoration of normal services. Service Request: a request that is not due to disruption. 1/18/2007 44
Benefits for IT Customers More customer-focused IT services More effective use of IT Improved flexibility Improved specification of IT services Improved manageability of quality and costs Improved communication with the IT department Faster, Better and Cheaper 1/18/2007 45
Benefits for IT Organisations Improves efficiency through better alignment with business objectives Reduces island thinking by way of process alignment Offers simple and recognizable framework to improve communication Applies to any IT department because it is independent of technology, type of organization and size etc. Is based on best practices. 1/18/2007 46
Benefits of Best Practices Streamlines processes. Improves reliability of services. Adapts to changing needs of users. Allows operational, tactical and strategic planning. 1/18/2007 47
The Jigsaw Concept -I The original CCTA framework 1/18/2007 48
The Jigsaw Concept -II Implementing ITIL Service Delivery Service Support Applications The Business Perspective Infrastructure The revised OGC ITIL framework - 2001 1/18/2007 49
The Jigsaw Concept -III The current OGC framework 1/18/2007 50
BS15000 Processes Service Delivery Processes Security Availability & Continuity Release Processes Release Service Level Service Reporting Control Processes Configuration Change Resolution Processes Incident Problem Capacity Financial Relationship Processes Business Relationship Supplier 1/18/2007 51
Application Life-cycle 1/18/2007 52
Maturity of IT Organizations 1/18/2007 53
ITIL Maturity Model 1/18/2007 54
ITIL Capability Maturity Model 1/18/2007 55
Comparing ITS CMM to ITIL 1/18/2007 56
Questions? 1/18/2007 57
For more Info Pink Elephant : www.pinkelephant.com ITIL (Libraries) & Service directories: www.itil-itsmworld.com/ British government ITIL: www.ogc.gov.uk/index.asp?id=2261 Foundations of IT Service, based on ITIL (Pieper, M.; Veen, A. van der; Bon, J. van ). ISBN: 9077212582 IT Service Forum: http://www.itsmfusa.org/mc/page.do The IT Service Capability Maturity Model: Frank Niessinka, Viktor Clerca, Ton Tijdinka, and Hans van Vlietb http://www.itservicecmm.org/ SudhenduD@gmail.com, Sudhendu.Das@citigroup.com (908) 616-1369, (908) 563-2646 1/18/2007 58