Transcript HCI-ITIL Video - ITSM Processes

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Service Design – Section 4.4 – Availability Management
ITIL Version 3 Process Origination
Service Delivery
Focuses on the User of the ICT services and is
primarily concerned with ensuring that they have
Support services to support the
access toService
the appropriate
Concentrates
on the proactive services the
business functions.
ICT must deliver to provide adequate support
ICTusers.
Infrastructure Management
to business
Recommends best practices for
requirements analysis, planning,
Security Management
design, deployment and ongoing
Describes the structured fitting operations management and
of information security in the
technical support of an ICT
Business
Perspective
management
organization. ITIL
Infrastructure.
Address
of the issues
often
Security some
Management
is based
encountered
inpractice
understanding
and
on the code of
for
Application
Management
improving
ITsecurity
service provision, as a part
information
Encompasses
a set of requirement
best
practices
Planning
to
Implement
Service
Management
of
the
entire
business
forproposed to
management now known
as
improve
the
overall
quality
of
IT
software
Provide
practitioners
with a framework for the alignment of
high
IS quality
ISO/IEC
27002. management.
development
and
support
through
the lifecycle of
business
needs
and
IT provision
requirements.
The
software
development
projects,
with
particular
processes and approaches incorporated within the
attention
gathering
defining requirements
guidelinestosuggest
theand
development
of a Continuous Service
that meet business
objectives.
Improvement
Program
(CSIP) as the basis for implementing
other ITIL disciplines as projects within a controlled
program of work.
ITIL Version 3 Process Origination
ITIL Version 3 Process Origination
Service Strategy
Provides guidance on clarification and prioritization of
service-provider investments in services. More
Service
Design
generally, Service
Strategy
focuses on helping IT
Provides
guidance
on over
the design
of term.
IT
organizations improve and
develop
the long
processes,
andlargely
other aspects
In both cases,services,
Service Strategy
relies
upon a of
Service Transition
the
service
management
effort.
market-driven approach. Key topics covered include
The delivery of services
how a planned development,
service solution
service value Addresses
definition, business-case
required by a business into
interacts
the larger
business
and
service assets,
market with
analysis,
and service
provider
live/ operational use.
technical
environments,
service
types.
Service
Operation
management
systems required to support
Part of the lifecycle where the
theservices
service, and
processes which interact
value is actually directly delivered.
the technology, and
with theAlso
service,
monitoring of problems
and
balance
architecture required to support the
between service reliability and
cost etc
service,
and are
the supply chain required to
considered.
support the planned service. Within ITIL
Continual Service Improvement
v2, design work for an IT service is
Align and realign IT Services to changing business needs
aggregated into a single Service Design
by identifying and implementing improvements to the IT
Package that are managed within the
services that support the Business Processes. The
service catalogues.
expressions of CSI on improvement reflect a business
perspective of throughout the entire lifecycle.
ITIL Version 3 Process Origination
ITIL Version 3 Process Origination
Managing
V3
Demand
Financial
Management
services
Management
portfolios
was expands
covered
originates
under
uponin
v2
Capacity
the
concepts
ITIL v2 to
express a shift
Management
Application
Management
inin
ITIL
thev2.
primary
The
book
split
target
(section
in v2
from
Capacity
3.3.1
public
- The
Mgmt
to private
sector organizations.
highlights
application
v3
portfolio).
consideration of Demand Mgmt as a strategic,
rather than design element.
ITIL Version 3 Process Origination
Service Catalogue Management was included in ITIL v2
Service Level Management. ITIL v3 elaborates on the
concept, introducing a dedicated process to ensure it is upto-date and contains reliable information. ITIL v3 introduces
a distinction between a Customer Service Catalogue
(services visible to the customer, defined by SLAs) and a
Technical Service Catalogue (relationships to the supporting
services, shared services, components and Cls necessary to
support the provision of the service to the business.)
ITIL Version 3 Process Origination
ITIL Version 3 Process Origination
Service Level Management processes in
more
InITIL
ITILv3
v3,
the
narrowly pertain to the development and
maintenance
Service
Review of
relationships with IT lines of business (LOBs).
The
primary
activities
are
part of
means to conduct this business is through
writtenService
Continual
agreements with the LOB and amongst Improvement.
participants in the
service chain including external vendors.
ITIL Version 3 Process Origination
Capacity Management processes in ITIL v3 closely follow
ITIL v2 with the separation of Demand Management as a
Strategic process element in the Service Lifecycle.
ITIL Version 3 Process Origination
Availability and IT Service Continuity Management
processes in ITIL v3 are identical to ITIL v2.
ITIL Version 3 Process Origination
ITIL v3 treats IT Security
Management as part of
the Service Design core
volume, resulting in a
better integration of this
process into the Service
Lifecycle. The v3 process
was updated to account
for new security concerns.
ITIL Version 3 Process Origination
Supplier Management is
included in the ICT
Infrastructure
Management book in ITIL
v2.
ITIL Version 3 Process Origination
Supplier Management is
included in the ICT
Infrastructure
Management book in ITIL
v2.
ITIL Version 3 Process Origination
The scope of Change Management is expanded to more
explicitly include service and business elements affecting IT
operations – “Strategic changes are brought in via Service
Strategy and the business relationship management processes.
Change, to a service will be brought in via Service Design, Continual
Service Improvement and the service level management process”.
ITIL Version 3 Process Origination
The distinction between Asset & Configuration Management
is clarified in ITIL v3.
Asset Management covers service assets across the whole service lifecycle. It provides a
complete inventory of assets and who is responsible for their control.
Configuration Management ensures that selected components of a complete service,
system or product are identified, baselined and maintained and that changes to them are
controlled. It maintains the relationships between service assets and configuration items.
ITIL Version 3 Process Origination
Release & Deployment Management in ITIL v3 provides
considerably more details in the areas of Release Planning
and Testing; this leads to the addition of a dedicated
processes in ITIL v3 - Service Validation and Testing.
ITIL Version 3 Process Origination
Many aspects of Knowledge Management were covered by various
processes in ITIL v2, most notably in Application Management and
also in “Planning to Implement Service Management” – section 7.6
(Knowledge Management).
ITIL v3 defines Knowledge Management as the one central process
supported by distributed data repositories (the Service Knowledge
Management System – SKMS) that is responsible for providing
knowledge to all other IT Service Management processes.
ITIL Version 3 Process Origination
Event Management is a process in ITIL v2 ICT Infrastructure
Management. ITIL v3 sees Event Management as an
important trigger of the Incident and Problem Management
processes.
ITIL Version 3 Process Origination
ITIL v3 Incident Management
contains all concepts in v2 but
has been re-conceptualized:
ITIL v3 distinguishes between Incidents
(Service Interruptions) and Service
Requests (standard requests from users,
e.g. password resets)
 Service Requests are no longer fulfilled
by Incident Management; instead there is
a new process called Request Fulfilment
 There is a dedicated process now for
dealing with emergencies ("Major
Incidents")
 A process interface was added
between Event Management and Incident
Management. Significant Events are now
triggering the creation of an Incident.

ITIL Version 3 Process Origination
A new sub-process "Major
Problem Review" was
introduced in v3 to review the
solution history of Major
Problems in order to
determine its’ root-cause and
prevent its’ reoccurrence.
ITIL Version 3 Process Origination
In ITIL v2, Service Requests
were fulfilled by the Incident
Management process. This
separation into a distinct
process was a reflection of
the clear distinction in ITIL v3
between Incidents (Service
Interruptions) and Service
Requests (standard requests
from users, e.g. password
resets).
ITIL Version 3 Process Origination
Access Management was
covered under ITIL v2
Security Management. It’s
inclusion as a separate
process was motivated by its’
deemed importance from a
security standpoint.
ITIL Version 3 Process Origination
Service Measurement and
Reporting was covered in ITIL
V2 Service Level Management
in sections 4.5.1 (Monitoring
and Reporting), 4.5.2 (Service
Review Meetings) and 4.5.3
(Service Improvement
Programme).
ITIL Version 3 Process Origination
The ITIL v3 7-Step to Service
Improvement process is an
elaboration of the techniques and
processes introduced in ITIL v2 –
Planning to Implement Service
Management. Gap Analysis is
common in both sources as a means
of assessing baseline performance.
ITIL Version 3 Process Origination
ITIL Version 3 Process Origination
 A comparison between ITIL v3 and v2 reveals that all the main processes in
ITIL v2 have been migrated to v3, with only few changes of any significance. In
many instances, ITIL v3 offers revised and enhanced process descriptions.
 The main difference between ITIL v3 and v2 is the new ITIL v3 Service
Lifecycle structure: ITIL v3 is best understood as seeking to implement
feedback-loops by arranging processes in a circular way.
 ITIL v3 puts more emphasis on producing value for the business through a
strengthening of the Service Strategy lifecycle stage.
 ITIL v3 also gives greater acknowledgment to maturity modeling and other
techniques to achieve gradual improvement over time.
ITIL Version 3 Process Origination
 A framework such as the service lifecycle allows for systematic ordering of IT
processes through comparison with a known metaphor. However, not all IT
processes easily fit into a framework calling for frequent duplication of subprocesses/functions in different ITIL v3 processes
 The function of Continuous Improvement does not fit particularly well in the
service lifecycle framework. Other models, such as CobIT and CMMI treat
improvement through the lens offered by Maturity Modelling. Several processes
and sub-processes within ITIL v3 exist at, or have different elements that
reflect, levels of organizational capability
 The re-direction to emphasize financial concepts targeted at private sector
organizations comes at the expense of added complexity for public sector
bodies
 There is a secondary theme throughout ITIL v3, expressed within Capacity
Management, that reflects a distinction also relevant in other ITIL processes.
Processes have elements and data related to Component, Service and Business
perspectives. This thematic could be embellished through other Service
Lifecycle processes.
ITIL Version 3 Process Origination
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Service Design – Section 4.4 – Availability Management