itil® v3 foundation

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ITIL® V3 Foundation Presented by Lulwah AL- Yahyan

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ITIL® V3 Foundation. Presented by Lulwah AL-Yahyan. IT Managers Business Challenges. The challenges for IT managers are to co-ordinate and work in partnership with the business to deliver high quality IT services Example of challenges: IT and business strategic planning - PowerPoint PPT Presentation

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Page 1: ITIL® V3 Foundation

ITIL® V3 Foundation

Presented by Lulwah AL-Yahyan

Page 2: ITIL® V3 Foundation

IT Managers Business Challenges

The challenges for IT managers are to co-ordinate and work in partnership with the business to deliver high quality IT services

Example of challenges: IT and business strategic planning Integrating and aligning IT and business goals Implementing continual improvement Measuring IT organization effectiveness and

efficiency

Page 3: ITIL® V3 Foundation

What is Service Management?IT service management: A service is a means of delivering value to customers. Service Management is a set of specialized

organizational capabilities (include all of the processes, methods, functions, roles and activities ) that a Service Provider uses to to deliver services to their customers for providing value to customers in the form of services.

The philosophy of service management

IT is a business a business is IT

Page 4: ITIL® V3 Foundation

What is ITIL? IT Infrastructure Library (ITIL): ITIL is a public framework that describes Best Practice

guidance for IT service management. a lifecycle that addresses the way an IT organization

operates answers the question "Are we doing the right things?" It focuses on the continual measurement and

improvement of the quality of IT service delivered, from both a business and a customer perspective.

• ITIL was published between 1989 and 1995 by Her Majesty’s Stationery Office(HMSO) in the UK on behalf of the Central Communications and Telecommunications Agency (CCTA)

• There are many courses training for IT personnel and customers of IT to gain an ITIL terminology

Page 5: ITIL® V3 Foundation

ITIL Service Lifecycles

Service Strategy

Service Design

Service Transition

Service Operation

Continual Service Improvement

Page 6: ITIL® V3 Foundation

Service Strategy

Page 7: ITIL® V3 Foundation

Service Strategy

The 4 Ps of Service Strategy:A Strategy can be any of these things or, indeed, any mixture of them.

Perspective Plan

Position pattern

Page 8: ITIL® V3 Foundation

Service Strategy

A clear service strategy covers the following: What services should be offered? Who the services should be offered to? How the services should be developed? The existing and potential competition in these

marketplaces, and the objectives that will differentiate the value of what you do or how you do it.

How customers will make service sourcing decisions? How visibility and control over value creation will be

achieved through financial management? How the allocation of available resources will be tuned

to optimal effect across the portfolio of services? How service performance will be measured?

Page 9: ITIL® V3 Foundation

Service Strategy Process

Service Value: Value is created through two components:

• Service Utility: – Value in the form of what the customer gets from the

service– Utility is about what the product or service does,

determining whether it is 'Fit for purpose'.

• Service Warranty: – Value in the form of how this 'utility' is delivered to the

customer– In terms of availability, capacity, continuity and security.

Page 10: ITIL® V3 Foundation

Service Strategy Process

Service Provider Types:

• Type I: exists within an organization to deliver service to one specific business unit

• Type II: services multiple business units in the same organization

• Type III: operates as an external service provider serving multiple external customers.

Page 11: ITIL® V3 Foundation

Service Strategy Process

Organization Design and Development:

Organizational Development Stages (delivering services through what)

Sourcing Strategy (Managed Service, Shared Service , utility service)

Service Analytics Service Interfaces Risk Management

Page 12: ITIL® V3 Foundation

Service Strategy Process

Critical success factors (CSFs) :

• the identification, measurement and periodic review of Critical success factors (CSFs) which have been used significantly to present or identify a few key factors that organizations should focus on to be successful.

CSF are customized to each organization Most organizations have between eight and twelve CSF

and adjust them as strategy and strategic plans change.Example 1 - Restaurant CSFs: Food Quality -Customer SatisfactionExample 2 – Car Seller CSFs: Sales Volume

Page 13: ITIL® V3 Foundation

Service Strategy Process

Demand Management:The purpose of Demand Management is to understand and influence customerdemand for services and the provision of capacity to meet these demands.

Page 14: ITIL® V3 Foundation

Service Strategy Process

Financial Management:Financial Management covers the function and processes responsible for managing an IT service provider’s budgeting, accounting and charging requirements.

Service Portfolio Management (SPM)SPM involves proactive management of the investment across the service lifecycle. Define: inventory services, ensure business cases Analyze: maximize portfolio value, align and prioritize Approve: finalize proposed portfolio, authorize services and

resources Charter: communicate decisions, allocate resources

Page 15: ITIL® V3 Foundation

Service Design

Page 16: ITIL® V3 Foundation

Service Design

Key Service Design stage activities Business requirements collection, analysis and

engineering Design and development of appropriate service

solutions, technology, processes, information and measurements.

Production and revision of all design processes and documents

Liaison with all other design and planning activities and roles.

Production and maintenance of policies and design documents.

Risk management of all services and design processes. Alignment with all corporate and IT strategies and

policies.

Page 17: ITIL® V3 Foundation

Service Design

The 4 Ps of Service Design:Good service design is dependent upon the effective and efficient use of the Four Ps .

people product

process partners

Page 18: ITIL® V3 Foundation

Service Design Process

Service Design Package (SDP): defines all aspects of an IT service and its requirements through each stage of its lifecycle. An SDP is produced for each new IT service, major change, or IT service retirement.

Service Catalogue Management (SCM) The Service Catalogue provides a central source of information on the IT services delivered to the business by the service provider ensuring that business areas can view an accurate, consistent picture of the IT services available, their details and status.

Page 19: ITIL® V3 Foundation

Service Design Process

Service Level Management (SLM)

The purpose of the SLM process is to ensure that all operational services and their performance are measured in a consistent, professional manner throughout the IT organization, and that the services and the reports produced meet the needs of the business and customers.

• Service Level Agreements (SLA) – Agreed between the IT Provider and Customer.

• Operational Level Agreement – Agreed between internal groups of an organisation

Page 20: ITIL® V3 Foundation

Service Design Process

Capacity Management

The purpose of Capacity Management is to provide a point of focus and management for all capacity and performance-related issues, relating to both services and resources, and to match the capacity of IT to the agreed business demands.

Page 21: ITIL® V3 Foundation

Service Design Process

Availability Management

The purpose of Availability Management is to provide a point of focus and management for all availability-related issues, relating to services, components and resources, ensuring that availability targets in all areas are measured and achieved, and that they match or exceed the current and future agreed needs of the business in a cost-effective manner.

Page 22: ITIL® V3 Foundation

Service Design Process

IT Service Continuity Management (ITSCM) The purpose of ITSCM is to maintain the appropriate on-going recovery capability within IT services to match the agreed needs, requirements and timescales of the business.

Information Security Management (ISM)The purpose of the ISM process is to align IT security with business security and ensure that information security is effectively managed in all service

Page 23: ITIL® V3 Foundation

Service Transition

Page 24: ITIL® V3 Foundation

Service Transition

The role of Service Transition is to deliver services that are required by the business into operational use.

It needs to ensure that the service can operate in abnormal circumstances, and that support for failure or errors is available.

it is essential to know service utility and warranty.

Establishing a formal policy and common framework for implementation of all required changes - consistency and comprehensiveness ensure that no services, stakeholders, occasions etc. are missed out and so cause service failures.

Page 25: ITIL® V3 Foundation

Service Transition Process

Change Management A Service Change is the addition, modification or

removal of an authorized, planned or supported service or service component and its associated documentation

Change Management ensures that changes are recorded, evaluated, authorized, prioritized, planned, tested, implemented, documented and reviewed in a controlled manner.

It ensures That overall business risk is optimized.

Page 26: ITIL® V3 Foundation

Service Transition Process

Service Asset and Configuration Management SACM supports the business by providing accurate information and control across all service assets and configuration items (CI), protecting and ensuring their integrity across the service lifecycle.

All information recorded in CM Database

Page 27: ITIL® V3 Foundation

Service Transition Process

Transition Planning and SupportEffective Transition Planning and Support can significantly improve a service provider’s ability to handle high volumes of change and releases.

Release and Deployment ManagementThe goal of the Release and Deployment Management process is to assemble and position all aspects of services into production and establish effective use of new or changed services.

Service Validation ,Testing and EvaluationThe service is tested explicitly against the utilities and warranties ,supports the business requirements ,including the agreed SLAs and it is measured.

Page 28: ITIL® V3 Foundation

Service Operation

Page 29: ITIL® V3 Foundation

Service Operation Process

The purpose of Service Operation is to deliver agreed levels of service to users and customers.

Event Management Process An event is a change of state that has significance for

the management of a configuration item or IT service. Event management generates and detects notifications

Incident Management Process An incident is an unplanned interruption to an IT

service, or a reduction in the quality of an IT service. The purpose of Incident Management is to restore

normal service as quickly as possible, and to minimize the adverse impact on business operations.

An Incident Management tool is essential for recording and managing incident information.

Page 30: ITIL® V3 Foundation

Service Operation ProcessProblem Management Process A problem is a cause of one or more incidents. The cause

is not usually known at the time a problem record is created, and the problem management process is responsible for further investigation.

Request Fulfillment Process A service request is a request from a user for

information or advice, or for a standard change, or for access to an IT service.

The purpose of Request Fulfillment is to enable users to request and receive standard services

Access Management Process The purpose of the Access Management process is to

provide the rights for users to be able to access a service or group of services, while preventing access to non-authorized users.

Page 31: ITIL® V3 Foundation

Continual Service Improvement

Page 32: ITIL® V3 Foundation

Service Improvement Process

continual evaluation and improvement of the quality of services and ITSM service lifecycle and underlying processes.

What is the vision?

Where are we now?

Where do we want to be?

How do we get there?

Did we get there?

How do we keepthe momentum

going?

Page 33: ITIL® V3 Foundation

The7-Step Improvement Process

Identify ( Vision

/Strategy / Goals)

Define what you should

measure

Define what you can measure

Gather the data(Who? How?

When?)

Process the data(Frequency

? Format? Accuracy)

Analyze the data( ?According to plan? Targets

met?)

Present and use the information,

assessment

Implement corrective

action

Page 34: ITIL® V3 Foundation

Service Improvement Process Service Measurement Identify and measure metrics such as CSF

Service reporting An integrated Service Measurement Framework needs

to be put in place that defines and collects the required metrics and raw data, and supports the reporting and interpretation of that data.

Page 35: ITIL® V3 Foundation

Thank you