Transcript Overview of ITIL Information Technology Infrastructure Library

Adaptive Processes
Overview of
ITIL
Information Technology Infrastructure Library
© Adaptive Processes
Simpler, Faster, Better
The New IT Infrastructure Library
Service Delivery
Service Support
Adaptive Processes
Planning to
Implement Service
Management
Applications
Management
Business
Perspective
© Adaptive Processes
Software
Asset
Infrastructure
Management
Simpler, Faster, Better
Security
Management
Management
Service Management – Wider Context
Adaptive Processes
Application Management
Programme Management
Project Management
Service
Management
Transition Point
© Adaptive Processes
Simpler, Faster, Better
The IT Infrastructure
Documentation
Guides
LAN Equipment
WAN
Adaptive Processes
Procedures
Training Products
Skill Sets
Servers
People
Software Tools
Applications
Air Conditioning
Plant
Main Frames
Network Operating
Systems
Operating Systems
Work Stations
© Adaptive Processes
Databases
Simpler, Faster, Better
Overview of
ITIL
Service Management
Adaptive Processes
Service Support
Service Delivery
Focus
Day to Day
Planning/Longer Term
SPOC
Service Desk
Service level Mgmt
Who?
User
‘Paying’ Customer
Main Concern
Service Quality
Value For Money
ITIL Function
Service Desk
ITIL Purpose
© Adaptive Processes
Incident Mgmt
Problem Mgmt
Change Mgmt
Release Mgmt
Configuration Mgmt
Simpler, Faster, Better
Service Level Mgmt
Availability Mgmt
Capacity Mgmt
IT service Continuity
Financial Mgmt
Service???
Adaptive Processes
• An IT Service is a set of related Functions provided by IT
systems in support of the business and perceived by the
customer/ user as a coherent and self- contained entity
• Key Phrase: ‘end - to – end’ service
Service (yes)
Service (no)
Email
Payroll
Order Processing System
Wide area Network
Unix Server
Oracle Database
© Adaptive Processes
Simpler, Faster, Better
Them and US
IT Infrastructure
© Adaptive Processes
IT Staff
Adaptive Processes
IT Service
Simpler, Faster, Better
User/Customer
Business
Core ITIL Management Disciplines
Delivery
Service Level
Support
Service Desk
Financial
Incident
Availability
Problem
Capacity
Change
Service Continuity
Release
Configuration
© Adaptive Processes
Simpler, Faster, Better
Adaptive Processes
Configuration management
Adaptive Processes
Why
 To account for all IT Assets
 To provide accurate information support other ITIL
Disciplines
 To provide a sound basis for Incident, Problem, Change and
Release Management
 To Verify configuration records and correct any exceptions
© Adaptive Processes
Simpler, Faster, Better
CMDB ( Configuration Management Database)
Adaptive Processes
Hardware, software and “Peopleware”
Assets & Relationships Between Assets
Incidents, Problems & Known Errors
Changes & Release
© Adaptive Processes
Simpler, Faster, Better
Repositories
Adaptive Processes
Configuration Management
Database
Definitive Software Library
Definitive Hardware Store
= Information About……
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Five Basic Activities
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Planning
Identification
Control
Status Accounting
Verfication
© Adaptive Processes
Simpler, Faster, Better
Adaptive Processes
Planning
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Adaptive Processes
Strategy, Policy, Scope and Objectives
Processes, Procedures, Guidelines and Responsibilities
Relationships with other ITIL Processes
Relationships with other parties carrying out CM
Tools and other Resource requirements
© Adaptive Processes
Simpler, Faster, Better
Identification – CI Level
?
Adaptive Processes
Workstation
System Box
Mother Board
At what level will
items undergo
“Independent
Change”?
© Adaptive Processes
Chip
Simpler, Faster, Better
Identification - Scope
Identifiers
Adaptive Processes
Hardware
Software
“Peopleware”
Scope
Version
Relationships
Pre-production
Production
Composition
Connection
Usage
© Adaptive Processes
Simpler, Faster, Better