1. Introduction to ITIL
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Transcript of 1. Introduction to ITIL
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8/7/2019 1. Introduction to ITIL
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Raguram Muthaiyan
Magesh Viswanathan
Contents:
ITIL Introduction
Implementing ITIL Proce
Relationships between IT
Process
Introduction to ITIL
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Table of Contents
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1. ITIL Introduction
IT Environment Today:
In todays competitive environment, the IT management needs to provide high quality,
cost-effective services, which maximize business benefits. The complexity of managing
these services in the face of continually changing business requirements and customer
expectations is rapidly increasing.
To meet these increasing demands, all organizations, large or small, public or private with
centralized or decentralized IT services, need documented, systematic, and structured
methods of service management.
1.1 What is ITIL
The Information Technology Infrastructure Library (ITIL) provides an effective IT Service
Management approach, which increases service quality and ensures consistent improvement
in IT strategy, design, development, and delivery.
ITIL is a generic framework created by using the practical experience of professional users
to manage IT infrastructure and services. ITIL describes all the tasks, activities, inputs,
and outputs of commonly used processes in an organization.
Over the years, the ITIL framework has developed to form a mature ITIL environment. This
environment has certain fixed and variable components.
The fixed components are
ITIL books
Models
Organizations
Certification exams.
The variable components are
The consultants
Trainers
Suppliers.
The fixed components are updated by using the practical experience of the consultants,
trainers and suppliers. This is an ongoing improvement process for modifying the existing
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theoretical framework based on the best practices in the industry. ITIL provides a common
terminology for the processes and functions and this makes ITIL the de facto standardin
ITSM.
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1.2 Purpose
ITIL aims at designing various process that help organizations;
Identify procedural gaps & redundancies in IT infrastructure
Measures and benchmark system performance
Meet the companys IT needs using efficient and controlled methods
Align the organizations strategies and decisions with key business objectives
1.3 Benefits
Implementing IT Service Management with ITIL helps;
Improves the quality of service as the provision of IT Services becomes more
customer focused
Minimize the costs at the customer end disruptions in Service delivery bcoz of
effective and consistent IT service.
Channelize communication in the organization in a structured manner since it
defines the roles in each process and also provides a better description of services.
Common Terminology: Detailed term definition to help the people in IT
organizations understand each other and easily exchange information.
Standardization: Uniform frame of reference for
o
Internal and external communications
o Procedure identification
Process-Oriented Approach: Clear and defined process to help the organization
to
o Easily implement changes
o Focus on corporate objectives
o Effectively outsource IT services
o Monitor the quality of services
o Introduce a Quality Management System
1.4 Scope of ITIL
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The scope of ITIL includes the objectives, activities, roles and inputs and outputs of all the
common processes present in an IT organization. However, ITIL recognizes that each
organization has different implementations of the ITIL process. Therefore, it does not
provide any restricting guidelines for process implementation.
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1.5 Structure of ITIL
Following five elements combines the ITIL Structure
1. Service Delivery
It provides information that helps identify the services that are required to provideadequate support to the business.
2. Service Support
It ensures that the customer has the appropriate access to the required services that
support business functions.
3. Application Management
It helps redefine the business requirements according to the changes in the
business. It also helps the organization in incorporating these changes in its
processes and functions.
4. Business Perspective
It provides information for helping the organizations in bridging the gap between the
organizations working and the customer requirements.
5. Infrastructure Management
The ICT Infrastructure Management element provides information on;
a. Network Service Management
b. Operations Management
c. Systems Management
d. Local Processes Management
Quick Reference
Service Delivery Identify the service required to provide adequate support to business
Service Support Customer has appropriate access to the required services
Application Mgt Redefine the business req according to the changes in business.
Business Perspective Bridging the gap b/n organizations working and customer
requirements
Infra Mgt Mgt of Network, Operations, Systems & Local process Mgt
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2. Implementing ITIL Process Effectively
Organizations encounter difficulties while planning, implementing, and managing the ITIL
process. To effectively implement ITIL processes, we need to consider the possible
bottlenecks that can occur during each stage of process implementation.
The following bottlenecks might impact implementation of the ITIL processes:
2.1 Organizational Culture
a. People related factors such as attitude of the employees to change, work
culture and values of the people employed in the org.
2.2 Bureaucracy
b. Rigorous and time-consuming aspects of the processes might make the
processes seem bureaucratic.
2.3 Understanding
Organizations need to have a clear understanding on the factors, such as:
c. Need for the process
d. Knowledge of the business stratege
e. Objective of the process
f. Performance indicators for the process
2.4 Lack of Management Support
g. Management has to fully supports the process implementation and it t must
ensure that all the required following resource are provided to ITIL process
teams;
i. Additional personnel
ii. Finances
iii. Support Tools (such as training programs)
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2.5 Handling staff Resistance
h. Employing external resources for implementing the process can lead to
resistance and non-acceptance by the existing employees.
i. To improve the employees attitude, the management can setup a team
comprising new external personnel and existing internal employees.
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3. Relationship between ITIL Process
ITIL enables organizations to apply a process-oriented approach for managing TI
services.
ITIL acts as the de facto standard for IT Service Management
The ITIL framework is a comprehensive set of best practices promoting a quality
approach for IT service management
These practices are continuously updated to achieve business effectiveness and
efficiency in the use of information systems.
ITIL framework has a wide scope and its main focus is ITSM.
Service support and Service deliver are the two main components of ITSM.
Each component includes specific ITIL processes that help in effectively managing
the IT services and meeting the ITSM objectives.
3.1 Service Support
Service support process focus on day-to-day business operations;
Service Desk:
It serves as the single point of contact between service providers and
users
Effectiveness of the Service Desk determines the smooth functioning
of the business operations.
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It also ensure the maximization of service availability
It has multiple functions, such as;
Issuing Change requests
Informing Users about the standard changes
Incident Management
It is an external event in the standard business operations that might affect the
service quality.
This process helps in resolving Incidents to restore the IT services with minimum
impact on business operations
Problem Management
Problem is an undesirable situation created in the infrastructure, for which thecauses are not known.
The problem Management process involves identifying, checking, eliminating,
and controlling errors within the IT infrastructure.
Change Management
A Change is regarded as a modification or addition to any part of the
infrastructure, such as hardware, software, network, environment, or related
documentation.
The change management process describes standard methods and procedures forimplementing Changes with a minimum adverse impact on the IT services.
Configuration Management
The entire IT infrastructure can be broken down into logical units, called
Configuration Items (CIs)
The attributes and location of each CI is defined in a database called the
Configuration Management Database (CMDB).
This process provides information to all other ITIL processes by managing and
controlling the CIs and their inter-relationships.
Release Management
A release is a new or changed software and hardware (CIs) that is introduced in the
IT Infrastructure.
The Release Management process controls the distribution of hardware and software,
including integration, testing and storage.
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It also ensures that only the correct and tested versions of the authorized software
and hardware are implemented.
3.2 Service Delivery
The Service Delivery processes focus on the long-term and consistent delivery of IT services
to the customer.
Service Level Management
It defines the services to be delivered to the users.
The service levels negotiated and agreed with the Users are recorded in the SLAs.
The process involves ensuring that services are delivered at the agreed levels.
Financial Management
The aim is to manage the financial dependencies between the IT services and the IT
resources that are being used by each service.
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Availability Management
The Availability Management process ensures uninterrupted business operations by
measuring and maintaining the availability levels of IT resources.
Capacity Management
The objective is to align the resource levels with the requirements of the organization
and the customers.
The process also aims at providing the required IT resources at acceptable costs.
IT Service Continuity Management
This process attempts to ensure Business Continuity by restoring IT services
immediately after any disasters.
Security Management
The objective is to protect the IT infrastructure against unauthorized access.
This will be achieved by specifying security requirements in terms of Service level
Agreements, Legislations, Contractual requirements, and polices.
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SEMI (Service Management for Excellence) Model
The complex inter-relationships between the ITIL processes are illustrated by using
the SEMI model.
This model illustrates the interdependencies and relationships of all ITIL processes
with each other and their interaction with the user and client environment.
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