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Description - What is ITIL? .............................................................................................3The Objective Why Use ITIL? ......................................................................................3The Components .............................................................................................................4Service Support ...............................................................................................................5

The Service Desk Function ..........................................................................................................6

Goal ..................................................................................................6Definitions .......................................................................................6

Activities ..........................................................................................6

Benefits ............................................................................................6

Possible Challenges .........................................................................6

Possible Key Performance Indicators ..............................................7

Incident Management .................................................................................................................7

Goal ..................................................................................................7

Definitions .......................................................................................7

Activities ..........................................................................................7

Benefits ............................................................................................7

Possible Challenges .........................................................................7Possible Key Performance Indicators ..............................................8

Problem Management .............................................................................................................8

Goal ..................................................................................................8

Definitions .......................................................................................8

Activities ..........................................................................................8

Benefits ............................................................................................8

Possible Challenges .........................................................................9

Possible Key Performance Indicators ..............................................9

Change Management ..........................................................................................................9

Goal ..................................................................................................9

Definitions .......................................................................................9

Activities ........................................................................................10

Benefits ..........................................................................................10

Possible Challenges .......................................................................10

Possible Key Performance Indicators ............................................10

Release Management ................................................................................................................10

Goal ................................................................................................10

Definitions .....................................................................................11

Activities ........................................................................................11

Benefits ..........................................................................................11

Possible Challenges .......................................................................11Possible Key Performance Indicators ............................................11

Configuration Management ......................................................................................................13

Goal ................................................................................................13

Definitions .....................................................................................13

Activities ........................................................................................13

Benefits ..........................................................................................13



Service Delivery .............................................................................................................14Service Level Management (SLM) ............................................................................................14

Goal ................................................................................................14Definitions .....................................................................................15

Activities ........................................................................................15

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Benefits ..........................................................................................15



Financial Management For IT Services ....................................................................................16

Goal ................................................................................................16

Definitions .....................................................................................16Activities ........................................................................................16

Benefits ..........................................................................................16



Availability Management ..........................................................................................................17

Goal ................................................................................................17

Definitions .....................................................................................17

Activities ........................................................................................17

Benefits ..........................................................................................17


Possible Key Performance Indicators ............................................18Capacity Management ..............................................................................................................18

Goal ................................................................................................18

Definitions .....................................................................................18

Activities ........................................................................................18

Benefits ..........................................................................................18



IT Service Continuity Management (ITSC) ..............................................................................19

Goal ................................................................................................19

Definitions .....................................................................................19

Activities ........................................................................................19

Benefits ..........................................................................................21





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Description - What is ITIL?

In the 1980s the quality of the IT services provided to the British Government was such that thethen CCTA (Central Computer and Telecommunications Agency, now Office of GovernmentCommerce, OGC) was instructed to develop an approachfor efficient and cost effective use of

IT resources by ministries and other British public sector organisation. The aim was to developan approach independent from any supplier. This resulted in the Information TechnologyInfrastructure Library ITIL, which grew from a collection of best practices observed in the ITservice industry.

ITIL gives a detailed description of a number of important IT practices, with comprehensivechecklists, tasks, procedures and responsibilities which can be tailored to any IT organisation.Where possible these practices have been defined as processes covering the major activities ofIT service organisations.

Every organisation aims to realize its vision, mission, objectives and policies, which means thata set of appropriate activities has to be undertaken.

A group of activities form a process. If the process structure of an organisation is clearlydescribed, it will show: What has to be done What the expected result is How we measure if the processes deliver the expected results How the results of one process affect those of another process

ITIL offers a common framework for all the activities of the IT department. These activities aredivided into processes, which provide an effective framework to make the IT servicemanagement more mature. Each of these processes covers one or more tasks of an ITdepartment, such as service development, infrastructure management, and supplying andsupporting the services. This process approach makes it possible to describe IT Service

Management best practices independently from the actual organization structure of the entity.

By using a process approach, ITIL primarily describes what must be included in IT ServiceManagement to provide IT services of the required quality.

ITIL defines the objectives and activities, and input and output of each of the processes found inan IT organisation. ITIL does not give a specific description of how these activities should beimplemented, as this will be different in every organisation. instead, it offers a framework forplanning the most common processes, roles and activities, indicating the links between them,and what lines of communication are necessary.

The Objective Why Use ITIL?

The aim of ITIL is to provide a framework within which an organization can provide its ITservices in a consistent, reliable, cost effective and measurable manner, resulting in thefollowing benefits to the organisation as a whole:

The provision of IT services becomes more customer focussed and agreements aboutservice quality improve the relationship;

The services are described better, in customer language, and in more appropriate detail; The quality and cost of the services are managed better; Communication with the IT organisation is improved by agreeing on the points of contact;

and to the IT organisation specifically:



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The IT organisation develops a clearer structure, becomes more efficient, and morefocussed on the corporate objectives;

An effective process structure provides a framework for effective outsourcing if thatbecomes an option;

Supports the introduction of a quality management system; Provides a uniform frame of reference for internal communications and communication with

suppliers, and standardisation and identification of procedures.

The Components

There are five main elements addressed by the ITIL books. Each of these elements interfaceswith the other four, and overlaps them to some extent. The five elements are:

The Business Perspective IT Infrastructure Management Applications Management

Service Support Service Delivery

What are the main components?

The Business Perspective addresses areas such as Business Continuity Management Partnerships and Outsourcing Surviving Changes Adapting the business to radical changes

IT Infrastructure Management addresses areas such as Network Service management Operations management Management of local processors Computer installation and acceptance Systems management

Environmental management


The ITIL core


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Applications Management addresses areas such as: Software life cycle support Testing an IT service for Operational Use

Service Support addresses areas such as: Incident Management Problem Management Change Management Release Management Configuration Management

Service Delivery addresses areas such as: Service Level Management Financial Management for IT services Availability Management Capacity Management IT Services Continuity Management (e.g. DRP)

In addition, there are two functions which underpin all of these processes, and which areintegral to all of them i.e. Service Desk (e.g. Help Desk) Security

The following pages will focus on the two areas of Service Support and Service Delivery, andwill summarise the associated activities, tasks and measures for these two core elements.

Service Support



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The Service Desk Function

Goal

To provide a Single Point Of Contact (SPOC) for customers and end-users and anoperational SPOC for managing incidents to resolution

To facilitate the restoration of normal operations service with a minimum amount ofimpact to the business and customers, while remaining within agreed service levels

Definitions

Single Point ofContact (SPOC)

The Service Desk provides a vital day-to-day contact point betweencustomers, users, It services and third-party support organisations.

Service Request Incidents logged by the Service Desk, which are a result of a requestfor increased functionality for new services, not a failure in the IT

infrastructure.

Activities

Receiving calls, first line customer liaison Recording and tracking incidents, service requests and complaints Keeping customers informed on request status and progress Initial assessment, attempting to resolve or refer to someone who can, based on

agreed service levels Monitoring escalation procedures relative to appropriate SLA Managing the request life cycle, including closure

Communicating planned and short-term changes of service levels to customers Coordinating second-line and third party support groups Providing management information and recommendations for service improvement Identifying problem Highlighting customer training and education needs Contributing to problem identification

Benefits

Improved Customer Service, Perception & Satisfaction Increased Accessibility (SPOC) Improved Teamwork & Communication

Possible Challenges

Resistance to follow procedures Overloaded/ Burnout Organisational policy No Buy-In for SPOC Communication skills



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Possible Key Performance Indicators

Daily reviews of individual incident and problem status against service levels Weekly management reviews Monthly management reviews Proactive service reports Abandonment rate First contact resolution

Incident Management

Goal

To restore normal service operation as quickly as possible and minimise the adverseimpact on business operations or the user, and at a cost-effective price.

Definitions

Incident Any event which is not part of the standard operation of a service, and whichcauses, or may cause an interruption to, or a reduction in, the quality of that service.

Priority Sequence in which an incident or problem needs to be resolved, based on impactand urgency.

Activities

Detection and recording

Classification and initial support Prioritisation (impact and urgency) Investigation and diagnosis Resolution and recovery Closure Ownership, monitoring, tracking and communications

Benefits

Improved monitoring Improved management information on aspects of service quality Better staff utilisation, leading to greater efficiency

Elimination of lost or incorrect Incidents and service requests More accurate CMDB (Configuration Management Database) information Improved User and Customer satisfaction

Possible Challenges

No one to manage and escalate Incidents Specialist support staff (2nd level support and above) being subject to constant

interruptions, making them less effective Business staff being disrupted as people ask their colleagues for advice Lack of coordinated management information Lost, or incorrectly managed Incidents



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Quickly resolve incidents

% reduction in incidents incorrectly assigned or categorised

% increase in incidents resolved at first line support

Maintain IT service quality

% increase of incidents resolved within target times

Reduction in incident backlog

Improve business and IT productivity

% reduction in average cost of incident handling

% reduction where first line is bypassed

User satisfaction

Problem Management

Goal

To minimise the adverse impacts of incidents and problems on the business that arecaused by errors in the IT infrastructure (Hardware, Software & Documentation) and toprevent recurrence of incidents related to these errors. Problem Management seeks toget to the root cause and initiate action to remove the error.

Definitions

ProblemA condition identified by multiple incidents exhibiting common symptoms, orfrom one single significant incident, indicative of a single error, for which thecause is unknown.

Known error A condition identified by successful diagnosis of the root cause of a problem,when it is confirmed which Configuration Item is at fault.

Workaround Method of avoiding an incident or problem, either from a temporary fix or from atechnique that means that the customer is not reliant on a particular aspect of aservice that is known to have a problem.

Activities

Problem control Error control Proactive problem management Major problem review

Benefits

More effective and efficient incident handling Increased service quality Reduction in the number of incidents and problems Permanent solutions



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Possible Challenges

Incident control procedure cumbersome or too difficult Staffing issues

Knowledge-based system not used Dealing with known errors (no link between incident/problem/error records)


Improved service quality

% reduction in repeat incidents/problems

% reduction in incidents/problems affecting services

Minimise impact of problems

% reduction in average time to resolve problems

% reduction in average time diagnose problems

Reduce cost of problems to users

% reduction of the impact of problems on users

% increase of proactive changes raised by Problem Management

Change Management

Goal

To ensure that standardized methods and procedures are used for efficient and prompthandling of all changes to minimise the impact of change-related incidents and improveday-to-day operations.

Definitions

Change An action that results in a new status for one or more IT infrastructureConfiguration Items.

Standard Change(Pre-approved)

A change to the infrastructure that follows an established path and isrelatively common.

Request ForChange (RFC)

Form or screen used to record details of a RFC.

Forward Schedule OfChanges (FSC)

A schedule that contains details of all changes approved and theirproposed implementation dates.

Projected ServiceAvailability (PSA)

A document containing details of changes to agreed SLAs and agreedserviceability due to currently planned FSC.

Change AdvisoryBoard (CAB)

A group of people who have decision authority for implementingsignificant changes.

CAB EmergencyCommittee (CABEC)

A subset of the full CAB to handle emergency change requests.

Management Board Endorses major changes before passing back to the CAB for



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scheduling and implementation.

Activities

Change logging and filtering Allocation of priorities Change categorisation CAB meetings Impact and resource assessment Change approval Change scheduling Change building, testing and implementation Change review

Benefits

Better alignment of IT services to business requirements

Fewer changes to be backed out Increased productivity of users Greater ability to handle a large volume of change

Possible Challenges

Overtly or perceived as a bureaucratic process Cultural difficulties to accept Change Management Irregular audits to check compliance to Change Management Bypassing the process (circumventing) Everything is urgent


Repeatable process

% reduction in unauthorised changes

% business driven change requests implemented on time

Quick and accurate changes

% reduction of urgent changes

% reduction of changes implemented without testing

Protect service

% reduction in changes causing incidents

% reduction in changes impacting SLAs

Show efficiency and effectiveness results

% reduction in average cost of handling a change

% reduction of failed changes

Release Management

Goal

Release Management takes a holistic view of a change to an IT service and shouldensure that all aspects of a release, both technical and non-technical, are consideredtogether.



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Definitions

Definitive SoftwareLibrary (DSL)

A secure software compound where all authorised versions of softwareare kept.

Definitive HardwareStore (DHS)

An area set aside for the secure storage of hardware spares.

Delta Release Only the Configuration Items within the release unit that have changedor are new since the last full or delta release.

Full Release All components of the release unit are built, tested, distributed andimplemented together.

Package Release Includes at least two releases. i.e. a delta and a full may be groupedtogether.

Activities

Release planning Designing, building and configuring a release Testing Release acceptance Rollout planning Communication, preparation and training Distribution and installation

Benefits

Consistency in the release processes Better expectation levels Improved historical data concerning releases Reduced risk of unauthorised or illegal software

Possible Challenges

Initial resistance to change

Circumvention of procedures Unclear ownership and responsibilities Pressure to move forward


Releases built and implemented on time and within budget Secure and accurate management of DSL and DHS Compliance with all legal restrictions Accurate distribution of releases to all remote site No evidence of unauthorised software at any site



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Configuration Management

Goal

To identify, record and report on all IT components that are under the control and scopeof Configuration Management.

Definitions

Infrastructure Includes hardware, software and any associated documentation.

CMDB A database, which holds a record of all Configuration Items, associated withIT infrastructure.

ConfigurationItem

A component of an infrastructure or item, such as a request for change,associated with an infrastructure, that is (or is to be) under the control ofConfiguration Management.

Baseline A product or system established at a specific point in time, which capturesboth the structure and the details of that product or system and can be rebuiltat a later date.

Scope The range of responsibility covered by Configuration Management.

ConfigurationItem level

The degree of detail selected to describe each Configuration Item.

Attributes Details that uniquely identify Configuration Items such as location, versionnumber, and serial number.

Relationships A description of the interfaces that exist between Configuration Items in theinfrastructure.

Activities

Planning Identification Control Status accounting Verification and audit

Benefits

Accurate information on Configuration Items and their documentation Adherence to legal obligation Contributes to service continuity plan Helps with financial planning

Possible Challenges

Wrong Configuration Item level with too much detail Over ambitious schedules Lack of management commitment Circumvention of processes



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Number and list of unauthorised configuration items Incidents and problems traced back to changes Unsuccessful changes/releases because of poor impact assessment, incorrect data

in the CMDB, or poor version control The cycle time to approve and implement changes Licenses wasted or not put into use at a particular location Results of configuration verifications and audits

Service Delivery

Service Level Management (SLM)

Goal

To maintain and improve IT Service quality through a constant cycle of agreeing,monitoring and reporting to meet the customers business objectives.



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Availability Management

Goal

To optimise the capability of the IT infrastructure, services and supporting organisationto deliver a cost effective and sustained level of availability enabling the business tomeet their objectives.

Definitions

Availability Ability of an IT service or component to perform its required function at astated instant or over a stated period of time.

Reliability Freedom from operational failure.

Maintainability Maintenance done on systems from an internal focus.

ServiceabilityMaintenance done on systems from an external focus.

Resilience Redundancy, to allow ITs continued operation despite the incorrectfunctioning of one or more of its sub-systems.

Security Deals with confidentiality, integrity, and availability of associated data.

Vital BusinessFunction

The element of a business process considered business critical.

Activities

Determining availability requirements Compiling the availability plan Monitoring availability Monitoring maintenance obligations

Benefits

Single Point of accountability Services are designed for availability Optimal usage and performance Reduction of failures

Moving from reactive toproactive Adds value to the business

Possible Challenges

Lack of organisational commitment No management responsibility No buy-in for having an Availability Management process Failing to delegate appropriate authority levels Lack of resources Lack of tools to support the process



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Improvement in the MTBF (Mean Time Between Failures) and MTBSI (Mean TimeBetween System Incidents)

Reduction in the MTTR (Mean Time To Repair) Effective reviews, follow-up on SLA, OLA, UC breaches Increase in the reliability of services and components Percentage increase in availability Reduced cost of unavailability

Capacity Management

Goal

To ensure that all the current and future capacity and performance aspects of thebusiness requirements are provided cost effectively.

Definitions

Capacity Database Database used to record activity within Capacity Management.

DemandManagement

Seek to influence customers to use systems at different times tobetter control workloads

ResourceManagement

Controls file management space, evaluate new technology anddevelopments in equipment, provides insight into the infrastructureand calculates the investment that must be made.

Modelling Modelling techniques can determine how to achieve optimal capacity

and the division of this capacity.

Application sizing Calculates new software requirements and can determine newhardware requirements for applications that are being developed.

Activities

Demand Management Workload Management Modelling Application sizing

Production of a capacity plan Performance Management Resource Management Iterative Activities Monitoring, analysis, tuning Storage of data

Benefits

Increased efficiency and cost savings Reduced risk More confident forecasts Value to application lifecycle



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Possible Challenges

Over expectation Vendor influence Lack of information The distributed environment No consideration given to monitoring levels


Resource Forecasts

Timely resource requirement forecasts

Accurate forecasts of trends

Technology

Breached SLAs because of old technology

Performance and throughput measures of all services

Costs Effectiveness

Reduction in panic buying

Accurate forecasts of planned expenditures

Plan/Implement Appropriate IT Capacity To Match Business Need

Reduction in incidents

Act on recommendations

IT Service Continuity Management (ITSC)

Goal

To ensure that the required IT technical and services facilities can be recovered withinrequired and agreed timescales.

Definitions

IT Service Continuity Part of the overall BCM, for continuity of IT services only. ITSCM isdependent upon information derived from the BCM.

Business Continuity

Management (BCM)

Managing risks to ensure that at all times the business can continue

to operate to, at least, a pre-determined minimum level.

Crisis An unplanned situation in which it is expected that the period duringwhich one or more IT services will be unavailable will exceedthreshold values agreed to with the customer.

Activities

Stage 1: Initiation

Setting policy

Terms of reference and scope

Resource allocation

Define the project organisation and control structureAgreeing on project and quality plans



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