ITIL – library – framework of best practices to facilitate the deliver of high quality IT

services , in a series of books.

IT Service Mgmt. / Standards –

• aligning IT services with the changing needs of biz and improving quality of IT
services
• Aimed at supporting businesses in achieving high financial quality and value in IT
operations
• Reduce the long term cost of service provision

- Service mgmt is all about the delivery of customer focused IT services using a process-
oriented approach

“IT is the business and The business is IT”

The quality quantity and availability of the Infrastructure directly affects the quality
quantity and availability the business delivers

Major components
Service support : concentrates on the deay to day running and support of IT services
• Service desk
• Incident mgmt
• Problem mgmt
• Change mgmt
• Release mgmt

Service delivery: focuses on the long term planning and improvement of IT services
• Capacity mgmt
• Availability mgmt
• IT service continuity mgmt (BCP)
• Configuration mgmt
• Financial mgmt for IT services

Service Desk
Goal
• Provide bital day to day contact between clients users IT services and 3rd party
support organizations
• Provide a SPOC for all calls
• Facilitate the restoration of normal operations with minimum biz impact on the
client within agreed service levels (SLA – external) ( OperationLA - internal) and
biz priorities
• Generate reports and communicate
• Provide value to the organisation
Configuration
Goal
Provide information on the IT infrastructure
• To all other provesses
• To IT management
m/c’s software, servers, hubs,
->manage asset, inventory, AMC etc. Inventory list
-> Track changes … only if you maintain initial list
Enable control of the infrastructure by monitoring and maintaining information on
• All resources needed to deliver services
• Configuration items status and history
• Configuration item relationships

Problem Mgmt
Goal
• Minimize the adverse impact of incident and problems on the business that are
caused by errors within the IT infrastructure
• Prevent the recurrence of incidents related to errors
• Improve productive use of resources

Change Mgmt
Goal
• Ensure that standardized methods and procedures are used for efficient and
prompt handling of all changes
• Implement approved changes efficiently and with the acceptable risk to the
existing and to the new IT services

Release Mgmt
Goal
• Plan and oversee the successful rollout of software and related hardware
• Ensure that change to hardware and software is traceable and secure
• Ensure that only correct, authorized and tested versions are installed.

Capacity Mgmt

Availability Mgmt
Goal
Predict, plan and manage the availability of services by ensureing that:
• All services are underpinned by sufficient, reliable and properly maintained
configurable items -CI’s
• Where CI’s are not supported internally there are appropriate contractual
arrangements with third party suppliers
• Changes are proposed to prevent future loss of services
IT Service continuity mgmt
Goal
• Increase business dependency on IT
• Reduce cost and time of recovery
• Cost to customer relationship
• Survival

Risks : Choose which risks. Avoid, mitigate …

“Many businesses fail within a year of suffering a major IT disaster.”

Service level Mgmt

Goal
• Maintain and improve IT service quality, through a constant cycle of agreeing,
monitoring and reporting upon IT service achievements.
• Instigation of actions to eradicate poor service – in line with business or cost
justification

Measurement, metrics to be collected and used.

ISO 20000

Superseded BS 15000 based on ITIL

ISO 2 parts
Specification – defines requirements of the standard
Code of practice – desc the best practices of service mgmt

Objectives
• To promote the adoption of an integrated process approach to deliver managed
services to meet the business and customer requirements
• To enable the understanding of best practices, benefits and possible problems of
services mgmt.
• To help the organization generate revenue or be cost effective via professional
service mgmt.

PDCA in Service mgmt

– Plan Do Check Act

Plan – Plan service mgmt

Do – Implemaent service mgmt
Check – Monitor, measure and review
Act – continual Improvement

Manage Impact felt on

Business requirements Biz results
Customer Requirements Custom satisfaction
Request for new /changed New changed services
services
Other processes eg. Biz, Other processes eg. Biz,
supplier, customer supplier, customer
Service Desk
Other team eg. Security, IT Team and people
ops satisfaction
 Service Delivery Processes
(Capacity, SEvice level, InfoSec,
Service Continuity & Availabiltiy, Service Reporting, Budgeting and Accounting for IT services)
Costs budgeting, apportioning of cost,

Control Processes
( config, Change mgmt )

Release Processes Resolution Mgmt Relationship processes

(Release mgmt) Incident , Problem mgmt Business Relationship
Mgmt, Supplie mgmt