Transcript RAPO / ITIL - UC JDCMG Home Page

ITIL Awareness
UC JDCMG Discussion
7/7/2015
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Capability Maturity Model - SEI
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Where are we today related to Service Management?
Discussion of Gartner’s Capability Maturity Model
5. Value
4. Service
3. Proactive
2. Reactive
1. Firefighting
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Integrated with
Campus & IT Goals
Capacity Management
Service Level Management
Performance Measurement, Availability
Management, Automation, Problem
Management, Change Management
Trouble Tickets, Frequent Escalations
Multiple Help Desks, Users finding the problems
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ITIL?
Information
Technology
Infrastructure
Library
A set of documents that describe industry best practices for
IT Service Management
 ITIL is recognized as the de facto standard for IT Service
Management
 Formally adopted by U.K., E.U. and Canada. Rapidly being
adopted in the U.S.
 ITIL is a best practices framework
 ITIL has a strong relationship with the ISO9000 quality framework
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ITIL - Parties Involved
Office Of Government Commerce (OGC) (www.itil.co.uk)
• Formerly Central Computer and Telecommunications Agency
• Own ITIL
ISEB, EXIN And Loyalist College
• Examining bodies that administer the ITIL certification process
Information Technology Service Management Forum, itSMF
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International Trade Association; Networking forum for ITIL
Membership based; Owned and operated by the membership
www.itsmf.net (U.S.)
Contributors include IBM, Cisco, Microsoft (MOF), etc.
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ITIL - Service Management Framework
Service Level
Management
Financial
Management for
IT Services
Service
Availability
Management
Delivery
Service Desk
IT Service
Continuity
Management
Capacity
Management
Incident
Management
Release
Management
Service
Problem
Management
Support
Configuration
Management
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Change
Management
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ITIL and IT Organizations
Apps
Mgt
DB
Mgt
SYS
Mgt
Network
Mgt
ITIL Processes
Incident Management
Problem Management
Change Management
Configuration Management
Release Management
Availability Management
 ITIL Processes cross all IT
Departments
 ITIL Processes are focused
on business results
 ITIL Processes are clearly
defined with no overlap and no
gaps
 IT Services are optimized and
delivered based on client needs
Service Level Management
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ITIL Observed Industry Benefits
ITIL offers a systematic, professional approach to the management of IT service provision.
Adopting its guidance can provide benefits such as:
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Increasing customer satisfaction with IT services
Reducing the risk of not meeting business requirements for IT services
Reducing costs when developing procedures and practices within an organization
Better communication and information flows between IT staff and customers
Standards and guidance for IT staff
Greater productivity and better use of skills and experience
A quality approach to IT services
There are also benefits to the customer of IT services, such as:
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Reassurance that IT services are provided in accordance with documented procedures that can be
audited
The ability to depend upon IT services, enabling the customer to meet business objectives
The identification of contact points for enquiries or discussions about changing requirements
The knowledge that information is produced to justify charges for IT services and to provide feedback
from monitoring of service level agreements
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ITIL Service Support
… describes the related components that provide stability and flexibility for IT services. It deals with identifying and
recording IT configuration items, incidents, problems and changes. It covers the following function and processes:
Service Desk (Function)
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Service Desk is not a process but a function. The Service Desk’s objective is to provide a single point contact
between users and the IT service organization. The ITIL Framework provides guidance about creating and
operating a Service Desk to provide an efficient channel of communication between the user community and the IT
provider.
Incident Management
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The Incident Management process aims to restore normal service operation as quickly as possible and minimize
the adverse impact on business operations. This ensures that the best possible levels of service quality and
availability are maintained.
Problem Management
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The process of Problem Management diagnoses the underlying cause of the incidents identified by the Service
Desk. It arranges for correcting errors in the IT infrastructure and performs proactive problem prevention.
Change Management
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The Change Management process ensures that standardized methods and procedures are used for efficient and
prompt handling of all changes to minimize the impact of change related incidents on service quality.
Consequently, change management aims to improve the day-today operation of the organization.
Release Management
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Good resource planning and management are essential to package and distribute a release successfully to the
customer. Release Management takes a holistic view of an IT service change to ensure that all aspects of a
release, technical and non-technical are considered together.
Configuration Management
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Configuration Management provides a logical model of the infrastructure or a service by identifying, controlling,
maintaining and verifying the Configuration Items in existence.
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ITIL Service Support Model
The Business, Customers & Users
Management
Tools
Service Requests
Difficulties
Queries, Enquiries
Incidents
Incidents
Incident
Service Reports
Incident statistics
Audit Reports
Communication
Updates
Workarounds
Service Desk
Changes
Problem
Problem Statistics
Trend Analysis
Problem Reports
Problem Reviews
Diagnostic Aids
Audit Reports
Incidents
Releases
Change
Change Schedule
CAB Minutes
Change Statistics
Change Reviews
Audit Reports
Problems
Known Errors
Changes
Release
Release Schedule
Release Statistics
Release Reviews
Secure Library
Testing standards
Audit Reports
Configuration
Releases
CMDB Reports
CMDB Statistics
Policy/Standards
Audit Reports
CMDB
CIs
Relationships
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RFCs/Change
Documentation
Release
Documentation
CIs
Relationships
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ITIL Service Delivery
… describes the processes necessary to deliver quality, cost effective IT services. It includes the following processes:
Availability Management
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Availability Management’s goal is to optimize IT infrastructure capability, its services and the supporting
organization. This results in a cost effective, sustained level of service availability that enables the business to
meet its objectives.
Capacity Management
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Capacity Management enables an organization to manage resources in times of crisis and predict the need for
additional capacity in advance. It describes the procedures necessary for planning, implementing and running this
process.
IT Service Continuity Management
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IT Service Continuity Management describes managing an organization’s ability to continue providing a predetermined level of IT service following an interruption to the business. This may range from an application or
system failure, to a complete loss of the business premises.
Service Level Management
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Service Level Management’s goal is to maintain and improve IT service quality through a constant cycle of
agreeing, monitoring and reporting IT service achievements. Service Level Management instigates actions to
eradicate poor service and allow a stronger relationship to develop between IT and its customers.
Financial Management For IT Services
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Financial Management is the sound stewardship of the organization’s monetary resources and supports the
enterprise in planning and executing its business objectives. Within an IT organization this process is visible in
three main areas: Budgeting, IT accounting and charging.
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ITIL Service Delivery Model
The Business, Customers And users
Availability
Availability Plan
AMDB
Design Criteria
Targets/Thresholds
Reports
Audit Reports
Queries
Enquiries
Service Level
Management
Capacity
Capacity Plan
CDB
Targets/Thresholds
Capacity Reports
Schedule
Audit Reports
Management
Tools
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Alerts
Exceptions
Changes
Requirements
Targets
Achievements
IT Financial
management
Financial Plans
Types & Models
Costs & Charges
Reports
Budgets & Forecasts
Audit Reports
Communication
Updates
Reports
SLA’s, OLA’s, SLR’s
Service requests
Service catalogue
SIP
Exception reports
Audit reports
IT Service
Continuity
IT Continuity Plans
BIA & Risk Analysis
Define Requirements
Control Centers
DR Contacts
Reports
Audit Reports
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Bonus Slides
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IT Governance and Context of ITIL
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