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IT Infrastructure Library (ITIL)IT Infrastructure Library (ITIL)
Part 1 - Introduction
Jean-Marc Chevereau
Directeur SSM
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Agenda
1-1 DEVOTEAM
1-2 Introduction to Quality, Process, Roles
1-3 ITIL Overview
1-4 Definitions
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Le Groupe DEVOTEAMLe Groupe DEVOTEAM
Conseil et ingnierie en infrastructure des systmes dinformationConseil et ingnierie en infrastructure des systmes dinformation
DOMAINES DEXPERTISEDOMAINES DEXPERTISESECTEURS D ACTIVITESECTEURS D ACTIVITE TYPES DINTERVENTIONTYPES DINTERVENTION
Un acteur europen de rfrence :
CA prvisionnel 2004 de 150 M
Effectifs de 1 800 collaborateurs.
Prsence dans 9 pays dEurope et au Moyen-
Orient.
Une clientle fidle de 500 grands comptes
europens dans tous les secteurs.
Une stratgie de croissance prenne
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Gestion des
Incidents et des problmes Support utilisateurs
Diminution du nombre des incidentsrcurrents
Rtablir le service dans lerespect des contrats tablis
Gestion des contrats de services Gestion des contrats
Collecte des indicateurs
Analyse des tendances
Respect des engagements
Disponibilit Supervision des rseaux, systmes etapplication
supervision de bout en bout
Centralisation, corrlation et gestion des
vnements
Vues mtiers
Garantir une disponibilitmaximale
Gestion de capacit
Capacity planning Analyse des tendances
Gestion des performances / Qos
Anticiper les volutions
Dploiement Tldistribution
Gestion des nomades
Gestion de la bande passante
Matriser le dploiementd'applications
Gestion des configurations
et des changements
Gestion des demandes de changements
Gestion parc et inventaire automatique
Matriser les changements
Offre SSM : outiller ITIL
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IT Infrastructure Library (ITIL)IT Infrastructure Library (ITIL)
1-2 Introduction to
Quality, Process, Role
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Service and Quality
IT-service : the total management (maintenance and exploitation) of theIT-infrastructure.
Products : are developed by the supplier and the customer cant changemuch about the quality of the product. De customer judges the productby specific criteria like colours, size etc. (objective)
Services : based on interaction with the customer. Services cant bejudged previously, but only when the are provided. The quality of aservice is depending on the way the supplier and customer manage theirrelation.
Quality : the level of the service judged by the customer based ondemands and expectations. Quality is the fitness for use.
Business-IT alignment : matching/adjusting the policy of the IT-serviceprovider to the policy of the customer organisation.
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Quality
D P
C A
Turning directionof the wheel
Quality
improvement
Quality
assurance Quality care1 Plan
2 Do3 Check
4 Act
2 1
3 4
Deming quality-circle
ITIL
I
SO-900
X
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Culture of organisations
IMPROVISATION
Unique situations
Immediate action
Do something
Trial and error
ROUTINE
Repetitive
Familiar
Continuous
Automatic
PROCESSING
Cyclic
Structured
Especially designed
Managed
PROJECTS
Temporary
One time only
Defined purpose
Dedicated organization
Culture : the way of life of a group of peoplein a organisation, based on behaviours,
beliefs, values, and symbols that theyaccept, generally without thinking about
them, and that are passed along bycommunication.
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A process is the execution of all activities, necessary to achieve apredefined result.
A process is cyclic, and constantly improving. (Plan, Do, Check,Maintain)
A process does not change, unless the mission changes.
Process
Activities
Measure / Control
Standard Policy
OutputInput
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Management of processes
Where do we want to be?
Where are we now?
How can we get
where we want to be?
How do we know
we have arrived?
Vision and targets
Assessment
Adjust the processes
Metrics
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Definition of working with processes
Working with processes : the solution to get from a
task-oriented (departmental) organization to a
comprehensive entity, that combines tasks and aims
them at a specified result.
A process regulates the transfer of responsibilities,
and guarantees progress.
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Overview ofwork at hand and status
Improved efficiency, higher productivity
Result tangible and predictable
Knowledge and skills optimally applied Learning curve for organisation
Transfer of tasks easier
New activities easily adopted
Lower impact ofhuman error
....structured quality improvement.......
Advantages of working in processes
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Change from current situation
Requires discipline
Risk for bureaucracy
Overhead during start-up (and process-maintenance)
Disadvantages of working in processes
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Theory and practice
In theory there is no difference between theory and practice.
In practice there is always a difference.
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IT Infrastructure Library (ITIL)IT Infrastructure Library (ITIL)
1-3 ITIL Overview
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Introduction ITIL
Information Technology Infrastructure Library
ITIL is a methodology describing the design and implementationof processes for IT-management, based on best practices
ITIL is focused on effective en efficient managing of IT-services
ITIL is a set of books
Documentation of best practice for IT Service Management (ie
Management ofServices to meet the Customers requirements)
Series of books giving guidance on the provision of quality IT services,and on the accommodation and environmental facilities needed to
support IT
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History
From 90s CCTA (Central Computer and Telecommunications Agency), a UK
governement agency, developped a framework to optimize ITmanagement.
The main goal is to adapt IT processes and organizations to businessneeds and to increase the IT value for enterprises.
ITILde
fine the whole o
f ITprocesses to improve the quality o
f
management and the whole ofbest practices.
Who develop ITIL ?
OGC = Office ofGovernment Commerce
ITSMF = IT Service Management Forum
BSI = British Standards institute ISEB = Information System Examination Board
EXIN = EXamination INstitute
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Organisation Service Management
Organisation
IT Services
Service
Management
ITIL
Organisation
processes
How
How
How
Why
Why
Why
Business IT-alignment
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IT - Infrastructure
IT-Infrastructure is the whole set of :
- technological components
- system- and application-software
- documentation
- procedures
needed to realise one or more
IT services
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ITIL and processes
ITIL describes a consistent framework of ITactivities
ITIL helps to identify and describe the processes in
an(IT) organisation
ITIL helps to translate the processes into
procedures, working instructions, organisation- androle-profiles
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Advantages of ITIL
Customer Services are more customer focused, agreements about the quality of
services improve the relationship
Services are better described
Quality and costs of IT-services are manageable. The costumer candecide.
Communication will be improved by agreements of contacts.
IT-Department
IT Service is more aimed on business goals.
Management is able to adjust and manage the IT organization
Changes are better under control
A clear frame of reference for internal communication,standardizations en recognition of procedures
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New series : 6 principale elements (1)
Service Support (2001) Service Delivery (2001)
Planning to Implement Service Management (2002)
explains the steps necessary to identify how an organisation mightexpect to benefit from ITIL, and how to set about reaping thosebenefits
ICT Infrastructure Management (2002) Network Service Management, Operations Management,
Management of Local Processors, Computer Installation andAcceptance, Systems Management.
Applications Management (2002)
Software Development Lifecycle, Software Lifecycle Support, Testing
of IT
Services. More detail on Business Change The Business Perspective (2002)
IT service provision, Business Continuity Management, Partnershipsand Outsourcing, Surviving Change and Transformation of businesspractices through radical change.
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Service Support & Service Delivery
Service Support Service Delivery
Service deskService desk
Incident ManagementIncident ManagementProblem managementProblem managementConfiguration managementConfiguration managementChange managementChange managementRelease ManagementRelease Management
Service Level ManagementService Level Management
Availability ManagementAvailability ManagementCapacity ManagementCapacity ManagementIT Service ContinuityIT Service ContinuityManagementManagement
Financial ManagementFinancial ManagementSecurity ManagementSecurity Management
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Code of practice for IT Service Management
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Service support process model
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Service delivery process model
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IT Infrastructure Library (ITIL)IT Infrastructure Library (ITIL)
1-4 Definitions
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Definition (1)
Service Desk
The single point ofcontact within the IT organisation for users of IT services
Incident
Any event that is no part of standard operation of a srvice and that causes, ormay causes, an interruption to, or a reduction in, the quality of that service
Incident Control
The process of identifying, recording, classifying and progressing incidents untilaffected services return to normal operation
Problem
Unknown underlying cause ofone or more Incidents
Problem Management
Process that minimizes the effect on customer(s) of defects in services andwithin the infrastructure, human errors and external events
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Definition (2)
Configuration baseline
Configuration of a product or a system established at a specific point of time,wich captures both the structure and details of that product or system to berebuilt at a later date.
Configuration Control
Activities comprising the control of Changes to Configuration Items afternormally establishing its configuration documents. It includes the evaluation,coordination, approval or rejection ofChanges. The implementation ofChangesincludes changes, deviations, and waivers that impact on the configuration.
Configuration Item
Component of an infrastructure or an Item, such as a Request for Change,
associated with an infrastructure that is (or is to be) under the control ofConfiguration Management. CIs may vary widely in complexity, size and type,from an entire system (including all hardware, software and documentation) toa single module or a minor hardware component.
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Definition (3)
Configuration Management
The process of identifying and defining configuration Items in a system, recording andreporting the status of configuration items and request for change, and verifying thecompletness and correctness ofConfiguration Items.
Change
The addition, modification or removal of approved, supported or baselined hardware,network, software, application, environment, system, desktop build or associateddocumentation.
Change Control
The procedure to ensure that all Changes are controlled, including the submission,analysis, decision making, approval, implementation, and post implementation of the
Change.
Change Management
Process of controlling Changes to the infrastructure or any aspect of services, in acontrolled manner, enabling approved Changes with minimum disruption.
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Definition (4)
Release A collection of new and/or changed Cis wich are tested and
introduced into the live environment together.
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Contacts
CONTACT
Jean-Marc Chevereau
Phone +33 1 69 857825
Fax +33 1 69 857876
15 av du Cap Horn
91 400Les Ulis
France
www.apogee-om.frwww.devoteam.com
DEVOTEAM Group locations
France
DenmarkUnited Kingdom
Germany
Austria
The Netherlands
Belgium
Spain
DEVOTEAM
This document has been prepared
by DEVOTEAM.It is not to be copied or
reproduced in any way wi thout Devoteamexpress permission. Copies of this document
must be accompanied by title, date and this
copyright notice.
Jean-Marc Chevereau
Sept 2004
ITIL-Part1-Introduction
Authors
Date of release
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