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ITIL V3

ITIL is a best practices framework

ITIL helps in bridging the customer expectation & services offered.

ITIL is all about IT service lifecycle management

ITIL is for

IT service providers

IT directors

Business Managers

Technical Leads

Engineers

Sourcing Strategies

In Sourcing - Inhouse

Co Sourcing some inhouse & some out house

Outsourcing utilizing resources of external organization

Partnership/Multi-sourcing outsourcing to multiple organizations

Outsourcing Categories-

BPO Business Process Outsourcing

KPO-Knowledge Process Outsourcing

ASP Application Service Providers

While implementing ITIL, you should have a proprietary methodology & ITL as well.

Service Providers

Internal Service Providers IT Dept. dedicated to single Business Unit

Share Service Providers

External Service Providers

ITIL Benefits

Increased user & Customer Satisfaction Improved Service Availability Financial Saving Improved time to market Improved Decision Making & Optimized risk

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Enterprise Governance

Corporate Governance Transparency & Accountability

Corporate Compliance

IT Governance Sustains & extends business objectives

IT Compliance IT security & Quality

IT Service Management

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ITIL V3 Framework

Service Strategy

Service Design

Service Transition

Process & Roles

Service Operation Process & Roles

Service-

Meeting customer satisfaction is the aim of service

Service is a means of delivering value to customers by facilitating outcomes

Which customers want to achieve without ownership of specific costs & risks.

IT Service Providing Organization

*facilitates Outcomes

*certain services

Service Management

Capabilities Functions & Process

Capabilities - Set of special original capabilities for providing, Value to the customers in the form of

services.

Functions - Team or group of people & tools they use to carry out one or more processes.

Responsible for specific outcomes Self contained units with resources Defined roles & responsibilities

Role: Responsibilities, activities, authorities granted to a team.

Process: Set of activities designated to accomplish a specific task

Process ModelInput -> Process ->Output

ITIL V3 has defined only 2 process models

Incident Management

Change Management

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Norms

Define certain conditions that results should meet

It introduces quality aspects of the processes.

Process characteristics

Its measureable It delivers specific results Primary results & delivered to stake holders It responds to specific events

Why do we measure a process?

To check the effectiveness of the process To compare of what has actually been done To identify & implement improvements within the process

Process owner

Ensure that process is performed as agreed & as documented meeting aims

Process design & documentation Maintenance & improvement Defining KPI Addressing issues Line management

Process is a subset of service

Service Owner

Responsible to customer for initiation, transition & maintenance support

Primary contact

Service delivery meeting required

Service improvement

Liaise with process owners

Service monitoring & reportingAccountable to IT director

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Suppliers & Vendors

Supplier 3rd party responsible for supply of goods or services required by the service provider to

deliver services.

Contract A legally binding agreement between two or more parties to supply goods or services.

Service Strategy

Service value

Service utility, warranty & effect

Service Assets & value create process

Processes

Service Portfolio Management

Demand Management

Financial Management

Service Strategy- service we offer & to whom

Create value for customers Capture value for customers Make use of strategic investment Service quality Efficiently allocate resources across portfolio of services.

Service Value

Definition & differentiation of value in customers mind

Extensive dialogue with customer

Prior experience with same of other customers

Utility & warranty

Together they create value of service

Utility-what it does

what customer gets

functionality

Fit for the purpose

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Warranty-

How he gets

Is it available

Does it have capacity

Is It secure

Is it with enough crisis management

Availability / capacity / security / continuity

Fit for use

Demand management Pattern of Business Activity

Is to understand the workflow

How is it we are getting the workflow

What is the chance of upgrading the workflow

Then

Either modify SLA

Increase resources

Understand the customers requirement for the services & how these vary over the business cycle

Provide enough capacity to meet the demands.

Ensure warranty & utility we offer matches the customers needs.

Pattern of business Activity PBA

Workload of one or more business activity varies overtime changing business needs customer assets

generate PBA.

User profiles

Core Services

Delivers basic outcome desired by the cutomers.

Supporting Services

Add on services

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Service Portfolio Management

It is the method of IT services

Value mapping is the goal of the portfolio management

Services are in 3 states at any point of time

-Developing

-Live

-Expired

To analyze

1. Strengths2. Weaknesses3. Investment technology + hiring4. Effective resource management5. Pricing models

Resources & capabilities

Value Mapping

Business Services Business Processes

ERP

Procurement

Asset Management

HR Management

Finance Management

CRM

Roles

BRM - Markets Service

Product Manager Creates Service

Service OwnerService Portfolio

1.Service Pipeline

2.Service Catalogue

3. Retired Services

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SPM is a dynamic method for governing investments in service management across enterprise &

managing them for value.

Service Assets

Capabilities Resources

Management Financial Capital

Organization Infrastructure

Processes Applications

Knowledge Information

People People

Service Catalogue Management

It includes live IT services including those available for deployment

Service Catalogue Management

1. Visible to the CustomerBusiness Service Catalogue- It provides Business Value.

2. Visible to the Support TeamTechnical Service Catalogue

Business Service Business Process

ERP Procurement

Catalogue Categorization

Role: Service Catalogue Manager

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Service Design

4 Ps of Service Design

1. People2. Process3. Products4. Partners

People Roles & Responsibilities

RACI Model

R- Responsible

A-Accountable

C-Consulted

I-Informed

Ex.

Activities Sql Manager Server Team Shift In-charge Stake Holder DBA Customer

Patch

Deployment

R R A C C I

There should be always only one A in RACI Model for any activity.

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Service Level Management

Objective: Define, document, agree, monitor, measure, report & review level of IT services provided.

Improve relationship & communication

Specific/ measurable targets/ unambiguous expectations

Monitor & improve customer satisfaction

Cost justifiable protection

Measures to improve your services

Activities of SLM manager

Define SLA Framework including SLR (Service level Requirement). Monitor Service performance against SLA & reports

Subject & Objective metrics

Measure & improve customer satisfaction via service improvement plan. (SIP) Review & Revise underpinning contracts, service scope, SLA. Ensure Voc Voice of Customer is addressed. Assess Changes Ensure that current & future requirements are documented

Consumer / User

SLA Frameworks

1. Service Based SLA SLA associated with a service2. Customer Based SLA SLA associated with Business Unit3. Multi Level SLA- corporate, Customer, & Service.

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Availability Management

Reliability, Maintainability, & Serviceability.

Availability Planning

Advice & Guidance

Determining Design maintenance availability

Diagnosis & Resolution

Change Assessment

Availability

--> Reliability

---->Resilience

------>Fault Tolerance

Reliability

MTBSI- Mean Time Between two Service Incidence. MTBF- Mean Time Between two Failures.

Maintainability

MTTRS- Mean Time to Restore ServiceServiceability

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Capacity Management

Maintain Capacity Planning

Monitor PBA

Undertake tuning Activity

Diagnose & Resolve

Change Assessment

Proactive Measures

Sub-processes of Capacity Management

1. Business Capacity Management2. Service Capacity Management3. Component Capacity Management

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Information Security Management

Objective

To protect interests of those relying on the information To protect the system & communication that delivers the information Basically aligning IT Security with business Security

Types of Data

Confidential Data

Protected Data

Public Data

Security Policies

Security Controls

4 criterias of Information Security Management

Security Manager

Information Security Management Process

Framework consists of ISP & Security Control.

1. Define ISP Information Security Policies build up.2. Design Security Control.

Roles - Security Manager

Develop, publicize ISP,

Design Security Control,

Security breaches,

Change Assessment,

Security Tests,

Focal point for all Security issues.

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IT Service Continuity Management

Availability management is more oriented towards individual components

Objective

Supports overall BCM process

Ensures that required IT technical & service facilities be resumed with required & agreed business time

scales

Objective

Maintain continuity & IT recovery plans

BIA & risk management

Conduct Risk Assessment & Management

Advising on Service Continuity

Change Assessment

Negotiate with suppliers

Communication recovery option

Manual work around

Reciprocal arrangement-shifting business to other organization(doing the same business) 3rd

party 72hrs

Gradual recovery cold stand by

Intermediate recovery-warm stand by 24hrs to 72hrs

Fast recovery hot stubs up to 24 hrs

Immediate recovery- in couple of hours

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Supplier Management

Objective

Ensures suppliers & services they provide are managed to support the IT service Targets

Role- supplier Manager

Responsibilities

Obtain value for money

Ensure under pinning contracts are aligned to business needs

Negotiate & agree contracts

Change Assessments

Maintain supplier & contract database (SCD)

Assist in development & review of Sla

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Challenges

Ensuring people follow the process Inadequate or complex configuration management system (CMS) Business pressures Just Do It

Configuration Item CI- anything that needs to be managed in order to deliver an IT service

IT Service (Logical)

H/W

S/W

Building

People

Process document/ SLA

CI

Subject to change management control

Entire service or a component

Vary on complexity, size, & type

Grouped & managed together

Configuration Management System CMS

CMS is controlled by Service Asset & configuration Management SACM process

Database CMDB configuration management database Eg. Topaz

Stores

Relationship

Incidents

Problems

Known errors

Owner

Sl #

Service Database

Hostname

IP

RFC

Incident Ticket #

Problem Ticket #

Expiry

Known errors

CI could be associated with Availability document or capacity document.

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Service Asset & Configuration Management

Model is required for the following

To assess the impact of-incidents

-problems

-proposed changes

* To Plan-new changes in the service

-release & deployment packages

* Asset utilization

Objective

Goal provide a logical model of IT infrastructure correlating IT services & different IT components

needed to deliver IT Services.

CI Categories

1. Service life cycle CI eg. SP, SLP, core Service Package2. Service CI - H/W, S/W, People3. Organization CI4. Internal CI5. External CI

Role-Service Asset & configuration Manager

Policies & standards

Standardize CI

Uniquely identify CIs

-Naming conventions

-Data types

-Versions etc

Housekeeping of CMDB

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Definitive Media Library (DML) - used by release & deployment teams

StoresMaster copies of all s/w assets

Inhouse/external s/w

Scripts/code

Management tools/ applications

Licenses Environment Test & Live both.

Release & Deployment Management

Objective

Release & Deployment plans-Release package

-known dependencies

Knowledge transfer Ensure minimal unpredicted impact on IT service

Release types

Big bang / phased rollout Push / pull Automation / manual

Release & Deployment consideration

-SDP Service Design Phase compliance

-Automate

-Back out

-Document

Roles

Release package & build manager

Build

Test

Report known errors / workarounds

Final implementation & sign off

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Deployment Manager

Final Delivery

Feedback

Knowledge Management

Process responsible for gathering, analyzing, storing & sharing knowledge & information within an

organization.

Enable the service provider to be

-more efficient

Improve QOS

Increase satisfaction

Reduce costs

Knowledge management purpose- right information is delivered to appropriated place or person at the

right time to enable informed decisions

DIKW model

Wisdom

Knowledge

Information

Data

Service Knowledge management System (SKMS)

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Service Operation

Event Management

Is the ability to detect events, make sense of them & determine appropriate control action.

Event Management provides a way of comparing actual performance & behavior against stands & SLA.

Definition: an alert or notification created by an IT service, CI or monitoring tool.

Eg. Batch job is completed or CPU usage has reached more than acceptable level.

Roles

Role of Technical & application management

During service Design,

During service Transition, &

During Service operation.

Incident Management

Objective

Restore normal service operation as quickly as possible & with minimum adverse affect

Incident

An unplanned interruption to an IT Service or reduction to QOS

Any event that could affect an IT service in future

Important Note:

All events are not incidents An incident never becomes a problem

Business Value Benefit

Quicker incident resolution Improved Quality Reduced support cost

Highly visible to business First process to be implemented

Key metrics to judge IM processes

*total no. of incidents

Size of incident backlog

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FTR first time resolve by Service Desk

No. & % of major incidents

No. & % of incidents assigned correctly.

Roles

Incident Manager

Super User

1st

line support

2nd

line support

3rd

line support

Challenges

Ability to detect incidents as quickly as possible Ensuring all incidents are logged Ensuring previous history is available Integration with CMS, & KEDB Known error database

Service Request

Request fulfillment

Channel for users to request & receive standard service Assist in general information, complaints & comments.

Objective

A request from a user for information or advice for a standard change

Request model

Self help

Roles

Naturally dedicated staff

Service desk staff

Incident management staffService operation teams

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Problem Management

Objective

Is process responsible for managing lifecycle of all the problems

To prevent problems & resulting incidents from happening

To eliminate recurring incidents

To minimize impact of incident that cannot be prevented

One or more incidents (a problem can cause one or more incidents)

Workarounds: are developed

Known error: incidents root cause know is KE

KEDB: known error database

Reactive Problem Management Proactive Problem Management

Roles

Problem Manager

Swift resolution of problems Ownership & protecting KEDB Gate keeper for inclusion of known errors Major problems review & documentation

Technical support group

Access Management

Subset of Security & availability management

Granting authorized users right to use a service Preventing access by non-authorized users

Is therefore execution of policies & action defined in SLA

ActivitiesRequest access

Verification

Providing rights

Monitoring identity status

Logging & tracking access

Removing or restricting rights

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Roles

SD required for access of service

Technical & application Manager

During SD, ST, & SO

IT Operation Management

Functions

Service Desk

Primary point of contact Handles all incidents service requests, standard changes Uses specialized software tools to log & minimize all such events

Types of SD

1. Local AD2. Centralized SD- to all customer sales3. Virtual SD4. Follow the sun5. Specialized SD group eg IVR

Technical Management

Groups, departments or teams that provide technical expertise & over all mgt of IT infrastructure

Custodian of technical knowledge & expertiseTechnical Management typically consists of the following

Server team

Storage team

Network team

Telecom team

Database team

Middleware team

Messaging

IP based telephony

Directory services

Roles

Technical Manager

Technical Architect

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