ITIL Service Delivery

&
Service Support
Quick Reference Guide

© MMV Niall Williams

Availability Management
ITIL Service Delivery Quick Reference Guide

<Works with Proactive Problem Management>

Design for High Availability
RELIABILITY
MAINTAINABILITY
SERVICEABILITY
SECURITY
of components (OLA)
Restore components & services
Support contracts (UPC)
Confidentiality + Integrity =
} Good Availability
-
Component Availability -
Analysis Techniques
CFIA (SPOF)
CRAMM (Risks)
Capacity
Management
ITSCM
- FTA
Service Availability - SOA (Post Mortem)
- TOP (Techies)
Calculating:
AST-DT x 100 = % (Service/Component Availability) EUPT - EUDT x 100 = % User Availability
AST EUPT

Business Centric
Expanded Incident Lifecycle - MTTR - MTBF - MTBSI
Every failure is a moment of truth!

Capacity Management Dampen demand - Peaks/Troughs

Differential charging FMITS
CaMDB INPUTS

I M
APP C
BCM T O Future
D A
(Business) E D
E S P
R E
M I PLAN
SCM A L Services
A Z C
(Service) T L Provided
N I I
I I
D N T
RCM V N Technology
G Y
(Resource) E G Now/Future

- Mgt Summary

{
M - Monitor B - Baseline Will it fit? - Business Scenario
A - Analyse A - Analytical - Resource Summary
Thresholds R - Report S - Simulation - Service Summary
T - Tune T - Trends - Assumptions
I - Implement E - Estimation - Recommendations
FMITS - Cost Models
Balancing Act: Cost v Capacity & Supply v Demand
Good Capacity Management ensures NO SURPRISES! © MMV Niall Williams
Service Level Management
ITIL Service Delivery Quick Reference Guide

Monitor - SLAM & RAG

Negotiate Service Level Service
& Requirements Catalogue SPOC - Customer & SL Mgt
Agree CMDB
Review - Monthly - Yearly

Marketable I
INTERNAL EXTERNAL N Report - Ad-hoc & Exception
SPEC SPEC Docs/Brochures P
U
T
S

- Customers CLAUSES > MEASURABLE?

O U - Users > MONITORABLE?
- Costs > MANAGEABLE?
L P - OLA/UPC
- Attributes
A C
SLA

IT Service Continuity Management

Business - BIA - VBFs (INITIATION) IMPACT OF FAILURE!
Business Activity Modelling
Subset of BCP
Risk Assessment - CRAMM ASSETS, THREATS & VULNERABILITIES = Risk Score > COUNTERMEASURES

Strategy Options Do nothing?

Manual Workaround (e.g. re-input data)
TESTING: Reciprocal Arrangement
PLANS
“Big Bang” Gradual (COLD) - 72 hours +
“Incremental” invocation Intermediate (WARM) - 24 to 72 hours > Shared Site
Immediate (HOT) - 0 to 24 hours - Portable/DHS/Mirror etc.

PLANS - Task Lists - Roles - Responsibilities - Checklists - Return to Normal (Removal of Data!)

ALSO - Recovery of staff, accommodation, equipment etc

ALSO OF MGMT = Assurance - Training - Awareness - Testing (Change?) - PIR - Education

© MMV Niall Williams

Financial Management of IT Services
ITIL Service Delivery Quick Reference Guide

IT Maturity - Budgeting = Predicting spend

Mandatory - Accounting = Actual spend / predicted spend matched

Optional - Charging = Recovering costs* Unabsorbed = % Uplift

Cost Models Type Cost Elements

} x% unabsorbed cost x 100% = Uplift

H/W = PCs, Mainframes, Servers
S/W = O/S, DBs & Apps absorbed costs
Customer Models People = Salary, Expenses
Accommodation =Offices, storage
Categories
External = DR, outsourcing
- Capital
Service Models Transfer = Internal charges
- Operational
- Direct
Attributes - Indirect
in CMDB - Fixed
- Variable
* Charging Policy (corporate)
Cost Recovery -> Cost Plus (>%) -> Going Rate (internal) -> Market Rate -> Fixed Price

General
BS Achieve This
15000
Process Improvement: Standard

> Where are we now? DISC PD Management

> Where do we want to be? (Gap) Overview
00005
> How will we get there? Code of Practice
> How will we know when we’ve arrived? (CSF)
Process
> Do we still want to be there? ITIL Definition

Internal Processes Deployed

& Procedures Solution

© MMV Niall Williams

Service Desk & Incident Management
ITIL Service Support Quick Reference Guide

SERVICE DESK Detect & Record

SD = SPOC Restor
ation o
f servic KEDB
e
FAQ Initial Classification & Support

TRACKING - COMMUNICATION

OWNERSHIP – MONITORING
Escalation INTERNET
STAFF: (Skilled)
Business Aware
Analytical
Functional Hierarchical SERVICE REQUEST Process
Methodical
Knowledge of Tools
Access to SLAs 2nd / 3rd Line Investigation & Diagnosis
Good Comms Skills
Understanding / Empathy Support Management IMPACT
Groups
Resolution & Recovery
(Provide MI) URGENCY

Strategy = Central – Local - Virtual

Technology -> ACD – IVR – CTI – Internet / Intranet PRIORITY Closure

Problem Management
Definitions:-
Problem = Unknown underlying cause = one or more incidents
Known Error = Cause known, workaround issued - KEDB

Types = Reactive - 20%

Proactive - 80% } Pareto! Analysis - FTA / Ishikawa / Kepner Tregoe / CFIA / CRAMM

Activities:
> Problem Control - Error Control - Assistance with major incidents - MI

Potential Cycle
Incident -> Problem -> Known Error -> RFC/Change -> Resolution

Strong links with Availability Management

© MMV Niall Williams
 }
Change Management
ITIL Service Support Quick Reference Guide
Incidents / Problems
User dissatisfaction
Business Direction RFC Raised - by Anyone!
CAB = Who can provide an Legislation
impact assessment Add/Remove/Modify CIs

CAB (EC) = Sub-set of CAB Filtered Line Mgt Change Mgr

Business Decision Makers

Process Raise RFC Filter Prioritise (Impact, Urgency, Risk, Resources, Cost)

Categorise (Minor, Significant, Major) Authorise Build (Backout) incl Test (UAT & OAT) Implement

> Standard Change Model

> Emergency Change procedure FSC Release Mgt
PIR & Closure

Release Management Holistic approach Consider technical & non-technical

aspects of release

Close links to Config & Change (FSC) Release Types

What? Full = All components

Plans Release Strategy
Plans Release Rollout } How?
When Controls DSL & DHS
Who to? Delta = Only Changed components

Package = Mix of Full and Delta

Release Policy Roles & Responsibilities / Guidelines

Release Build Release Units Release Numbering

[Software Licensing / Legal Requirement ] FAST - BSA 9

© MMV Niall Williams
Configuration Management
ITIL Service Support Quick Reference Guide

“Accounts for all the Assets” CM - Config Librarian

CMDB CIs Attributes/Varients

DSL Authorised / Official /
Relationships Definitive / Logical /
Info for other processes Physical / Secure
Perhaps Planning -> Scope

I Identification -> Label, Unique identity (What Level?)

DHS H/W CIs - VBF
Can Control -> Change Mgt Control CIs subject to individual change

See Status Accounting -> Past, Present & Future (SD)

Release Mgt Control
Vampires Verification & Audit -> CMDB matches infrastructure

Planning and Guidelines

Project - PRINCE2 (OGC) -> Appoint Process Owner
(Approved project management methodology)

Other staff? Procure / Develop / Config Tools Objectives / Missions & CSFs
(SMART)

Define KPIs Metrics Write Processes/Procedures (Test them!) Communicate

Raise awareness Train Educate Reporting Monitoring

(how/when)

Effectiveness / Efficiency / Compliance Rollout PIR / PER

(CSFs met?)
© MMV Niall Williams