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History, Concepts and Alignment to CobiT and ISO 20000 Thursday, October 12, 2006
Todays Objectives:
1. Learn about the history of ITIL 2. Understand ITILs key objectives 3. Discover all components of the ITIL Framework 4. Visit each of the core 10 ITIL SM Processes
- Certified ITIL Service Manager - EXIN International Exam Marker for ITIL Service Manager Certifications - Certified CobiT Professional - Certified ISO 20000 Internal Auditor - Chair of itSMF Northern Alberta
WHAT IS ITIL?
Framework for Best Books A Library of Practices in Defined Common Sense IT Service Management
Origins:
ITIL Objectives
Three Key Objectives of IT Service Management:
1. Align IT Services with the Current and Future Needs of the Business and its Customers 2. Improve Quality of IT Services 3. Reduce Long-Term Costs of IT Service Provision
In the beginning
Service Support
The Business Perspective
The Technology
Source: OGC
The Business
ITSM Components
IT Service
security
Continuity Management
Release Management
IT Infrastructure
Incident Management
Problem Management
Service Support The Service Desk Incident Management Problem Management Configuration Management Release Management Change Management
Service Delivery Service Level Management Availability Management IT Service Continuity Management Capacity Management Financial Management for IT Services
To To
act as the single point of contact between the User and IT Service Management and track status of all customer interactions handle Incidents and requests, and provide an interface for other activities such as Change, Problem, Configuration, Release, Service Level, and IT Service Continuity Management
The Service Desk is more than just a Help Desk The first and single point of contact
Responsibilities
Activities
Receive and record all calls from users Provide first-line support (using knowledge resources) Refer to second-line support where necessary
Incident Management
Goals
Incident Management
Incident Management
Yes
No
Categorization
Activities
Incident Management
Category and details of CI thought to be at fault Category and details of CI eventually found to be at fault The fault in the CI, the quick fix and the action taken, etc.
Incident Management
Impact Urgency
A measure of the business criticality of an incident or problem (e.g. numbers affected, magnitude) A measure of the speed with which an incident or problem requires resolution (i.e. how much delay will the resolution bear) The order in which an incident or problem needs to be resolved, based on impact and urgency
Priority
Incident Management
Illustrative Example
Payroll Application: System run once per month to run payroll
Impact
Failure of payroll server (first week in month) Failure in payroll server (last week of month) High: will effect all employees High: will effect all employees
Urgency
Low : Payroll not run for 3 weeks High : Fix needed before 06:00 tomorrow morning
Priority
Low (at the moment) High
Impact
One Branch teller application performing poorly Router Interface down Medium : one branch out of 150 Low : Cashiers and customers not impacted due to redundancy in network
Urgency
High : Queues beginning to form Med : Router needs to be re-booted to restore network redundancy
Priority
High Med
Escalation
Definitions
Incident Management
Functional Escalation
Activities
Incident Management
Problem Management
Goals
Problem Management
To minimize the adverse effect on the business of Incidents and Problems caused by errors in the infrastructure, and to proactively prevent the occurrence of Incidents, Problems and Errors. Problem definition Unknown cause of one or more incidents Known Error definition An Incident or Problem for which the root cause is known and for which a temporary work around or permanent alternative has been identified
Problem Flow
Information
Problem Management
Incidents
Service Desk
Problem
Known Error
Change Process
Configuration Management
Goals
Configueration Management
relationships
CIs (monetary or service)
Valuable
Configuration Management
Definitions
Configueration Management
Configuration Item (CI) a component of an IT infrastructure which is (or is to be) under the control of Configuration Management and therefore subject to formal change control
Configuration Management Database (CMDB) a database which contains details of the attributes and history of each CI and the relationships between CIs Baseline a snapshot of the state of a CI and its components or related CIs, frozen in time for a particular purpose, such as: The ability to return a service to a trusted state if a change goes wrong A specification for copying the CI or for a roll-out The minimum CIs needed to maintain vital Business Functions after a disaster
Major CI Types
Definitions
Configueration Management
People
Designs; Reports; Agreements; Contracts; Procedures; Plans; Process Descriptions; Minutes; Records; Events (Incident, Problems, Change Records); Proposals; Quotations
Documentation
Data Files
Accommodation; Light, Heat, Power; Utility Services (Electricity, Gas, Water, Oil); Office Equipment; Furniture; Plant & Machinery
Environment
Computers, Computer components, Network components & cables (LAN, WAN), Telephones, Switches
Hardware
Services
Network Mgmt Systems; In-house applications; O/S; Utilities (scheduling, B/R); Packages; Office systems; Web Management
Software
Configueration Management
Cable #1 Cable #3
Cable #2
Ethernet
Printer #1
Relationships
System Software
Is connected to Is a copy of Is part of
Attributes
Owner, status, location, serial #, version, supplier, etc.
Change Management
Goals
Change Management
Process of controlling changes to the infrastructure or any other aspect of services, in a controlled manner, enabling approved changes with minimum disruption.
Change Management ensures that standardized methods and procedures are used for the efficient and prompt handling of all Changes, in order to minimize the adverse impact of any Change-related incidents upon service quality. Changes can arise as a result of Problems, Known Errors and their resolution, but many Changes can come from proactively seeking business benefits such as reducing costs or improving services
Change Management
Definitions
Change Management
Change a deliberate action that alters the form, fit or function of Configuration Item (CI) such as an addition, modification, movement, or deletion that impacts the IT infrastructure Request for Change (RFC) a means of proposing a change to any component of an IT infrastructure or any aspect of an IT service Forward Schedule of Change (FSC) a schedule that contains details of all the changes approved for implementation and their proposed implementation date
Change Management
Definitions
Change Management
Standard Change a Change that is recurrent, has been proceduralized to follow a pre-defined, relatively risk free path and where Change Management and budgetary authority is effectively give in advance Service Request a request, usually made through a Service Desk, for a Standard Change
Example: providing access to services for a new member of staff or relocating a few PCs
Release Management
Goals
Release Management
Release Management takes a holistic view of a Change to an IT service and should ensure that all aspects of a Release, both technical and non-technical, are considered together
Good resource planning and management are essential to package and distribute a Release successfully. The focus of Release Management is the protection of the live environment and its services through the use of formal procedures and checks.
Incidents
Service Desk
Users / Customers
Releases
Change Management
Problem Statistics, Trend Analysis, Problem Reports, Problem Reviews, Diagnostic Aids, Audit Reports
Release Management
Change Schedule, CAB Minutes, Change Statistics, Change Reviews, Audit Reports
Release Schedule, Release Statistics, Release Reviews, Source Library, Testing Standards, Audit Reports Changes
Configuration Management
Incidents
Releases
CI Relationships
Service Support The Service Desk Incident Management Problem Management Configuration Management Release Management Change Management
Service Delivery Service Level Management Availability Management IT Service Continuity Management Capacity Management Financial Management for IT Services
To maintain and gradually improve business aligned IT service quality, through a constant cycle of defining, agreeing, monitoring, reporting and IT service achievements and through instigating actions to eradicate unacceptable levels of service Service Level Management manages and improves the agreed level of service between two parties The provider who may be an internal service department or the external organisation that provides an outsourced service
The receiver of the servers i.e. the customer who pays the bill.
Availability Management
Goals
Availabtily Management
To optimise the capability of the IT infrastructure and supporting organisations to deliver a cost effective and sustained level of availability that enables the business to satisfy its objectives
To support the overall Business Continuity Management process by ensuring that the required IT technical services and facilities can be recovered within required and agreed business time-scales
Note. IT Service Continuity Management used to be known as Disaster Recovery in the old ITIL books
Capacity Management
Goals
Capacity Management
To understand the future business requirements (the required service delivery), the organization's operations (the current delivery), and ensure that all current and future capacity and aspects of the business requirements are provided cost effectively
Financial Management
Goals
To provide cost-effective stewardship of the IT assets and financial resources used in Services
Note. Financial Management of IT Services used to be known as Cost Recovery in the old ITIL books
Strategic
Sr. Mgt
Service Delivery
Tactical
Customers
Service Support
Operational
Users
IT
The Business
DISPATCH AMBULANCE
Emergency Room
Problem Management
DIAL 911
Incident Management Capacity Management Availability Management Service Continuity Management
Specialist Consult
Problem Control
DIAGNOSIS
Error Control
Heart Attack!!!
Prioritize
Configuration Management
Release Management
Change Management
Consistent and predictable results, process improvement and cost saving top the list of benefits from implementing defined IT Process methods
*
CobiT
COBIT
XY ##
XY ##
XY ##
ITIL
Work instruction 2 3 4,5,6. Work instruction 2 3 4,5,6. Work instruction 2 3 4,5,6. Work instruction 2 3 4,5,6. Work instruction 2 3 4,5,6.
Work Instruction
CobiT
WHAT
COBIT Control
HOW
ITIL Activities
WHAT
HOW
ITIL Activities
Manage IT Investment
Assess Risks
Service Delivery
Service Level Management Financial Management Availability Capacity Management Management
Manage Projects
Manage Quality
Change Management
Release Management
Configuration Management
Continuity Management
Manage Configuration
Manage Data
Manage Facilities
Manage IT Investment
Assess Risks
Service Delivery
Service Level Management Financial Management Availability Capacity Management Management
Manage Projects
Manage Quality
Change Management
Release Management
Configuration Management
Continuity Management
Manage Configuration
Manage Data
Manage Facilities
Manage IT Investment
Assess Risks
Service Delivery
Service Level Management Financial Management Availability Capacity Management Management
Manage Projects
Manage Quality
Change Management
Release Management
Configuration Management
Continuity Management
Manage Configuration
Manage Data
Manage Facilities
Manage IT Investment
Assess Risks
Service Delivery
Service Level Management Financial Management Availability Capacity Management Management
Manage Projects
Manage Quality
Change Management
Release Management
Configuration Management
Continuity Management
Manage Configuration
Manage Data
Manage Facilities
ISO 20000
ISO 20000
Capacity Management Availability and Continuity
SERVICE DELIVERY
Service Level Management Service Reporting
Information Security Management Budgeting and ICT Accounting for Infrastructure IT Services
Management
CONTROL
Configuration Management Change Management
RELEASE
Release Management
RELATIONSHIP
Business Relationship Management Supplier Relationship Management
RESOLUTION
Incident Management
Problem Management
Objective:
To ensure all changes are assessed, approved, implemented and reviewed in a controlled manner
Requirement examples:
All requests for change shall be recorded and classified, e.g. urgent, emergency, major, minor Requests for changes shall be assessed for their risk, impact and business benefit All changes shall be reviewed for success and any actions taken after implementation
Strategy
Design
Service
Service
Continuous Service
Improvmt
Delivery
Case Studies
ITIL Practice Working Templates Applications Management Governance Methods Certification-based Study Aids Software Asset Management Executive Introduction to IT Service Management
Various non-proprietary frameworks and methods exist to help IT organizations become more process centric and improve the quality of the services delivered
ITIL
What is it?
The IT Infrastructure Library is a customizable framework of best practises that promote quality IT service, build on a process-model view of controlling and managing operations. ITIL was originally developed by the UK government and has since matured into an internationally recognized standard.
CMM
The Capability Maturity Model is a method of evaluating and measuring the maturity of the software development process. Recent revisions (CMMI) provide guidance for improving organization process and manage the development, acquisition and maintenance of products and service
CobiT
Control OBjectives for Information and related Technology is a framework for information security and provides generally accepted IT control objectives to assist in developing appropriate IT governance and control
Six Sigma
A data driven quality management program to control variations and thereby achieve high levels of quality.
ISO 2000
A standard concerned primarily with the quality of IT Service Management. It provides the basis to fulfill customer requirements, regulatory requirements, enhance customer satisfaction, and pursue continual improvement
ISO20000
CobiT
CMMi SIX SIGMA
Governance
ITIL Business Process Models
In summary:
ITIL is: The international de-facto Best Practice for IT Service Management Process Approach to improving Quality, Efficiency and Effectiveness Service focused IT management, viewed from the perspective of IT customers and users Evolving, vendor-neutral, non-proprietary framework