ITIL Fundamentals June 12, 2008 PMI-SVC Presentation

Robert Trott Project Management Technology Consulting

ITSMI

This information comes from the IT Service Management Institute The Service Management ITIL Foundation Certification Class Version 6.0.5 The Managing the Business of IT Series An IT Service Management ‘Body of Knowledge’ (

ITSMBOK

) Trade Mark

ITIL – Information Technology Infrastructure Library

• • • Developed in 1980 ITIL documented best practices for the support and delivery of IT Operations and Services Management Influenced by IBM’s Information Systems Management Architecture (ISMA) it was developed to be a frame work and standard for service management.

Backed by the international user group, the IT Service Management Forum (itSMF) and is the basis for

ISO

2000 specifications.

What is the IT Infrastructure Library

• • • • A library collection of IT operations management knowledge and experience consolidated into ten main domains Applications or ideas to manage the day to day practice and planning of service management operations ITIL is a starting point that represents a common language for IT business theoretically sound practices It is supported by the IT Service Management Forum (

itSMF

) and is the basis for a multilevel IT professional certification program.

ITIL Certification Curriculum

• • • ITIL Foundation Certificate – Understanding of the basic principles, terms, concepts and mission of each core functional domain ITIL Practitioner Certification – Understands and demonstrates knowledge and ability to practice the implementation, management, and tailoring the 10 functional domains ITIL Service Manager Management Certification – Understands the management philosophy, theory, overall benefits for the organization,

implementation approach, key measurements and key ingredients for the success of the introduction of a service management strategy based on ITIL.

• • • • • • • • • • •

ITIL Exam Certification Domains

Version 2.0 Architecture

Incident Management Problem Management Change Management Configuration Management Release Management Service Level Management Financial Management IT Services Capacity Management Availability Management It Service Continuity Management Service Desk Version 3.0 Architecture

ITIL Constraints In and of itself it is Not the following

• • • • • Implementable (adopt and adapt), a common language, an organization regulatory standard, imposable, prescriptive, end goal. A “how” to…

ITIL Assumptions

It is a Driver for IT Service Management best practices

A necessary cost of doing business and one of the top five business expenses. It represents a Holistic Service Management approach • • As an Assumption Business demands IT is providing (improved) Value where results achieved are factored by the cost of achievement Business requires IT have (a degree) of transparency where Expectations represent capability that is factored by required results

ITIL Version 2.0 Architecture

Versions 3.0 is in the final stages

• • • • • • • Planning to Implement Information and Communications Technology (ICT) Infrastructure Management The Business Perspective Service Management – The Service Delivery Set – The Service Support Set Application Management Software Asset Management Security Management

The Service Delivery Set

ITIL Version 2.0 Architecture Planning to implement service management The Business The Business Perspective

Service Management Service Support Service Delivery

Software Asset Management Security Management Application Management ICT Infrastructure Management The Technology

The Holistic Service Management Approach

Encompasses the business (enterprise) IT approach Business Plan Governance Framework Business Environment Vision Strategy Mission Objectives Service Fulfillment Requirements Operations Framework

• • •

Service Management Practices Part 1 The Business Side

Business Service Management – Governance & Regulations Management – Portfolio Management – – – – Business Relations Management Business Continuity Management Risk Management Requirement Management Service Fulfillment Management – Service Marketing Management – Service Planning – – – – Service Provision Management Provider Relations Management Service Request Management Service Opportunity Management Service Quality Management – Service Quality Planning – – – – – Service Excellence Service Lifecycle Management Capacity Management Performance Management Audit and Assessment Management

• • •

Service Management Practices Part 2 The IT Side

Service Delivery Management – Service Level Management – – – – – Service Asset Management Security Management Capacity Management Service Continuity Availability Management Service Operations Management – Service Support Management – Operations Level Management – – – – Supplier Management Service Incident Management Problem Management Service Impact Management Service Infrastructure Management – Facilities Management – – – – – Applications Management Systems Management Configuration Management Service Change Management Service Release Management

Service Management Practices Part 3 Value Management

• • Financial Management of IT Service Value Mapping

Business Business Services Management Service Fulfillment Management Service Quality Management

Service Management Holistic Practices

Managing the Business of IT Reference Model Value Management

Financial Management of IT Services Value Mapping

IT Service Delivery Management Service Operations Management Service Infrastructure Management

ITIL Service Delivery Set

ITIL Version 2.0 Architecture

Service Management Service Delivery Service Level Management

Financial Mgt for IT Mgt Capacity Management Availability Management IT Services Continuity Mgt

• • • • •

Service Level Management Domain

Goals – Meet expectations, Right quality, Within cost, Understood by customer, Measurable by provider, Promise what you can measure, Inspect what you expect Scope – Service provider organization, Align business & IT expectations, Arbitrate service issues, Control customer satisfaction, Translate customer results, Value of IT service Concepts – Service, Service Quality Plan, Service Improvement Plan, Service Catalog, Service request provision, Service level requirements, Service level agreement levels, Operational level agreement, Underpinning contracts Major Activities – Plan, Catalog, Request management, Define requirements, Negotiate, agree, contract, Monitor, Review, Report, Improve Relationships – Financial Management, Service Desk Incident Mgt, Continuity Mgt, Capacity Mgt, Problem Mgt, Availability Mgt, Change Mgt, Configuration Mgt

SLM Scope of Operation

Provider Facing

Service Quality Plan

Internal Specs

Operations Level Agreement Service Catalog Service Request Service Level Requirements

External Specs Customer Facing

Service Improvement Program Underpinning Contracts Service Level Agreement

Service Level Reports Service Targets Service Incidents Multi-level SLAs Corporate Service & Customer

Service Quality Management

• • Service Quality Plan – The core plan detaining overall strategy, objectives, targets of IT service – Contains major policy on catalog agreements, prioritization schemes, and operations – Should be linked to IT Business Plans and quality improvement initiatives Service Improvement Program – Initiated as a result of unsatisfactory service levels – Developed in conjunction with Problem and Availability Management – Identifies actions to restore service levels

Service Catalog

• • • • An IT org without a Catalog is like a restaurant without a menu Is a Service Portfolio, the basis for requesting and negotiating service level Includes pricing models and charging methods Requires integrated service request mgt processes

Catalog Elements

• • Offers lines of business and lines of service – Performance, communications, improvement, availability, accounting, support, infrastructure, business continuity, suppliers Offers a Balanced Scorecard – Operational Level Agreements, std requests, response, changes, costs

Service Request Management

• • • The single most influential Process represents 85% of the IT work Load Typically managed by Service Desk where responses can span multiple IT functions and external resources Quality and speed govern terms dscribed in service and the operations level agreement

Service Level Requirements

• • • • Mandatory reference to Service Catalog, encapsulated in a service request Defines scope, customer requirements and prepares funding Maps customer activities Managed to a governance mandated lifecycle to serve a service level objective

Service Level Agreement

• • In conjunction with the Service Catalog the primary tool for expectation management May be developed at multiple levels: corporate, service (regardless of customers), Customer (most detailed closet to personal service)

Operational Level Agreement (OLA)

• • • • Required to enable effective, efficient SLAs Derived from the internal specs Using the same monitoring policy as for the underpinning contracts Standard OLAs encouraged for infrastructure mgt groups: network, database, applications, and overal service request mgt

Underpinning Contracts (UC)

• • • • Used to Manage external suppliers Support service levels defined in the OLAs Require approval of contracts administrator and usually the customer Should represent ‘Cascade’ of service level targets seen in SLA and OLA

The End

• • • There’s more than meets the eye in ITIL The question is how far do you want to take your enterprise? What you want ITIL to help you with?