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IT Infrastructure Library (ITIL)

Part 1 - Introduction

Jean-Marc Chevereau Directeur SSM


C O N N E C T I N G B U S I N E S S & T E C H N O L O G Y

ITIL-Part1-Introduction

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Agenda
 1-1 DEVOTEAM  1-2 Introduction to Quality, Process, Roles  1-3 ITIL Overview  1-4 Definitions

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ITIL-Part1-Introduction

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Le Groupe DEVOTEAM
Conseil et ingnierie en infrastructure des systmes dinformation
 Un acteur europen de rfrence :
  

CA prvisionnel 2004 de 150 M Effectifs de 1 800 collaborateurs. Prsence dans 9 pays dEurope et au MoyenOrient.

 Une clientle fidle de 500 grands comptes


europens dans tous les secteurs.

 Une stratgie de croissance prenne


SECTEURS D ACTIVITE DOMAINES DEXPERTISE TYPES DINTERVENTION

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ITIL-Part1-Introduction

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Aider nos clients tirer profit des solutions innovantes dans les technologies de linformation
 Par la spcialisation et la matrise des technologies.  Par la richesse des comptences et la capitalisation des expriences.  Par un accompagnement complet : conseil, intgration et oprations.

CONSULTING
 Siticom Consulting,  XP Conseil,  Cesmo,

SOLUTIONS
 Expertise,  Intgration,  Projets.  Infrastructures,  Qualit de service,  Scurit.  Open source,  Projets applicatifs.

OPERATIONS
 Infogrance,  Services rcurrents,  Dploiement,  Support.

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ITIL-Part1-Introduction

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Offre SSM : outiller ITIL

Gestion des contrats de services


Gestion des contrats  Collecte des indicateurs  Analyse des tendances


 Respect des engagements

Disponibilit
Supervision des rseaux, systmes et application  supervision de bout en bout  Centralisation, corrlation et gestion des vnements  Vues mtiers
 

Gestion de capacit
Capacity planning  Analyse des tendances  Gestion des performances / Qos

Gestion des configurations et des changements


Gestion des demandes de changements  Gestion parc et inventaire automatique


 Anticiper les volutions

 Garantir une disponibilit maximale

 Matriser les changements

Gestion des Incidents et des problmes


Support utilisateurs  Diminution du nombre des incidents rcurrents


Dploiement
Tldistribution  Gestion des nomades  Gestion de la bande passante


 Rtablir le service dans le respect des contrats tablis

 Matriser le dploiement d'applications

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IT Infrastructure Library (ITIL)

1-2 Introduction to Quality, Process, Role

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ITIL-Part1-Introduction

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Service and Quality


IT-service : the total management (maintenance and exploitation) of the IT-infrastructure. Products : are developed by the supplier and the customer cant change much about the quality of the product. De customer judges the product by specific criteria like colours, size etc. (objective) Services : based on interaction with the customer. Services cant be judged previously, but only when the are provided. The quality of a service is depending on the way the supplier and customer manage their relation. Quality : the level of the service judged by the customer based on demands and expectations. Quality is the fitness for use. Business-IT alignment : matching/adjusting the policy of the IT-service provider to the policy of the customer organisation.

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Quality
Deming quality-circle
Turning direction of the wheel

Quality improvement

D C

2 3

1 4

P A

Quality assurance

ITIL ISO-900X

Quality care 1 Plan 2 Do 3 Check 4 Act

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Culture of organisations

IMPROVISATION Unique situations Immediate action Do something Trial and error

ROUTINE Repetitive Familiar Continuous Automatic

PROCESSING Cyclic Structured Especially designed Managed

Culture : the way of life of a group of people in a organisation, based on behaviours, beliefs, values, and symbols that they accept, generally without thinking about them, and that are passed along by communication.

PROJECTS Temporary One time only Defined purpose


Dedicated organization

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ITIL-Part1-Introduction

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Process
A process is the execution of all activities, necessary to achieve a predefined result. A process is cyclic, and constantly improving. (Plan, Do, Check, Maintain) A process does not change, unless the mission changes.
Standard Policy

Measure / Control

Activities
Input Output

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Management of processes

Where do we want to be?

Vision and targets

Where are we now?

Assessment

How can we get where we want to be?

Adjust the processes

How do we know we have arrived?

Metrics

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Definition of working with processes

Working with processes : the solution to get from a task-oriented (departmental) organization to a comprehensive entity, that combines tasks and aims them at a specified result.

A process regulates the transfer of responsibilities, and guarantees progress.

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Advantages of working in processes

Overview of work at hand and status Improved efficiency, higher productivity Result tangible and predictable Knowledge and skills optimally applied Learning curve for organisation Transfer of tasks easier New activities easily adopted Lower impact of human error

....structured quality improvement.......


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Disadvantages of working in processes

Change from current situation Requires discipline Risk for bureaucracy Overhead during start-up (and processmaintenance)
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Theory and practice

In theory there is no difference between theory and practice.


In practice there is always a difference.

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IT Infrastructure Library (ITIL)

1-3 ITIL Overview

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Introduction ITIL Information Technology Infrastructure Library


 ITIL is a methodology describing the design and implementation of processes for IT-management, based on best practices
 ITIL is focused on effective en efficient managing of IT-services  ITIL is a set of books
 

Documentation of best practice for IT Service Management (ie Management of Services to meet the Customers requirements) Series of books giving guidance on the provision of quality IT services, and on the accommodation and environmental facilities needed to support IT

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ITIL-Part1-Introduction

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History
 From 90s


 

CCTA (Central Computer and Telecommunications Agency), a UK governement agency, developped a framework to optimize IT management. The main goal is to adapt IT processes and organizations to business needs and to increase the IT value for enterprises. ITIL define the whole of IT processes to improve the quality of management and the whole of best practices.

 Who develop ITIL ?


    

OGC = Office of Government Commerce ITSMF = IT Service Management Forum BSI = British Standards institute ISEB = Information System Examination Board EXIN = EXamination INstitute

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ITIL-Part1-Introduction

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Organisation
How Organisation

Service Management

How Organisation processes Why IT Services Why Why Service Management How

Business IT-alignment

ITIL

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ITIL-Part1-Introduction

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IT - Infrastructure
IT-Infrastructure is the whole set of : - technological components - system- and application-software - documentation - procedures needed to realise one or more IT services

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ITIL-Part1-Introduction

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ITIL and processes

 ITIL describes a consistent framework of IT activities  ITIL helps to identify and describe the processes in an (IT) organisation  ITIL helps to translate the processes into procedures, working instructions, organisation- and role-profiles

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Advantages of ITIL
Customer Services are more customer focused, agreements about the quality of services improve the relationship Services are better described Quality and costs of IT-services are manageable. The costumer can decide. Communication will be improved by agreements of contacts.

IT-Department IT Service is more aimed on business goals. Management is able to adjust and manage the IT organization Changes are better under control A clear frame of reference for internal communication, standardizations en recognition of procedures
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New series : 6 principale elements (1)


 Service Support (2001)  Service Delivery (2001)  Planning to Implement Service Management (2002)
explains the steps necessary to identify how an organisation might expect to benefit from ITIL, and how to set about reaping those benefits  ICT Infrastructure Management (2002)  Network Service Management, Operations Management, Management of Local Processors, Computer Installation and Acceptance, Systems Management.  Applications Management (2002)  Software Development Lifecycle, Software Lifecycle Support, Testing of IT Services. More detail on Business Change  The Business Perspective (2002)  IT service provision, Business Continuity Management, Partnerships and Outsourcing, Surviving Change and Transformation of business practices through radical change.


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ITIL-Part1-Introduction

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Service Support & Service Delivery

Service Support

Service Delivery

Service desk Incident Management Problem management Configuration management Change management Release Management

Service Level Management Availability Management Capacity Management IT Service Continuity


Management Financial Management Security Management

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Code of practice for IT Service Management

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Service support process model

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Service delivery process model

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IT Infrastructure Library (ITIL)

1-4 Definitions

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Definition (1)

 Service Desk


The single point of contact within the IT organisation for users of IT services

 Incident


Any event that is no part of standard operation of a srvice and that causes, or may causes, an interruption to, or a reduction in, the quality of that service

 Incident Control


The process of identifying, recording, classifying and progressing incidents until affected services return to normal operation

 Problem


Unknown underlying cause of one or more Incidents

 Problem Management


Process that minimizes the effect on customer(s) of defects in services and within the infrastructure, human errors and external events

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Definition (2)

 Configuration baseline


Configuration of a product or a system established at a specific point of time, wich captures both the structure and details of that product or system to be rebuilt at a later date.

 Configuration Control


Activities comprising the control of Changes to Configuration Items after normally establishing its configuration documents. It includes the evaluation, coordination, approval or rejection of Changes. The implementation of Changes includes changes, deviations, and waivers that impact on the configuration.

 Configuration Item


Component of an infrastructure or an Item, such as a Request for Change, associated with an infrastructure that is (or is to be) under the control of Configuration Management. CIs may vary widely in complexity, size and type, from an entire system (including all hardware, software and documentation) to a single module or a minor hardware component.

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ITIL-Part1-Introduction

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Definition (3)

 Configuration Management


The process of identifying and defining configuration Items in a system, recording and reporting the status of configuration items and request for change, and verifying the completness and correctness of Configuration Items.

 Change


The addition, modification or removal of approved, supported or baselined hardware, network, software, application, environment, system, desktop build or associated documentation.

 Change Control


The procedure to ensure that all Changes are controlled, including the submission, analysis, decision making, approval, implementation, and post implementation of the Change.

 Change Management


Process of controlling Changes to the infrastructure or any aspect of services, in a controlled manner, enabling approved Changes with minimum disruption.

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ITIL-Part1-Introduction

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Definition (4)
 Release


A collection of new and/or changed Cis wich are tested and introduced into the live environment together.

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ITIL-Part1-Introduction

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Contacts

CONTACT
Jean-Marc Chevereau Phone +33 1 69 85 78 25 Fax +33 1 69 85 78 76 15 av du Cap Horn 91 400 Les Ulis France

www.apogee-om.fr www.devoteam.com Authors Date of release File Info


DEVOTEAM This document has been prepared by DEVOTEAM. It is not to be copied or reproduced in any way without Devoteam express permission. Copies of this document must be accompanied by title, date and this copyright notice.

Jean-Marc Chevereau Sept 2004 ITIL-Part1-Introduction DEVOTEAM Group locations France Denmark United Kingdom Germany Austria The Netherlands Belgium Spain

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