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Aliant Telecom Services & Solutions Technology Infrastructure Information Library ITILITIL ITILITIL.
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Transcript of Aliant Telecom Services & Solutions Technology Infrastructure Information Library ITILITIL ITILITIL.
Aliant Telecom Services & Solutions
TechnologyTechnology
InfrastructureInfrastructure
InformationInformation
LibraryLibraryITILITILITILITIL
ITILITILITILITIL
Aliant Telecom Services & Solutions
ITIL ScopeITIL ScopeITIL ScopeITIL Scope
Developed by the British Government - 1989
Public Domain
Best Practices
Covers IT Services Organization and Processes
IT Infrastructure Hardware, Software, Networks,
Application Software
1996 – Launched in North America
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ITIL AimsITIL AimsITIL AimsITIL Aims
Facilitate Quality Management of IT
Services
Improve Efficiency
Increase Effectiveness
Reduce Risk
Codes of Practice Supporting Total Quality
ISO9001 Compliant
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ITIL – How It WorksITIL – How It WorksITIL – How It WorksITIL – How It Works
Provides guidance books on strategic, tactical and operational management of IT infrastructure
Provides a systematic, process-based approach, supported by procedures
Suggests implementation strategies
Acts as a training aid
Complies with requirements for ISO9001 quality standards
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IT InfrastructureIT InfrastructureIT InfrastructureIT Infrastructure
Hardware
Software
Communications
Procedures
Documentation
People
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ITIL is …ITIL is …ITIL is …ITIL is …
The application of The application of the science of managementthe science of management
to information technology infrastructures,to information technology infrastructures,
written down in a (semi-) structured mannerwritten down in a (semi-) structured manner
in a series of books.in a series of books.
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ITIL PrinciplesITIL PrinciplesITIL PrinciplesITIL Principles
ITIL is all about which processes need to beITIL is all about which processes need to be
realized within the realized within the organizationorganization for for
management and operation of the IT management and operation of the IT infrastructuresinfrastructures
to promote to promote optimal serviceoptimal service provision to the provision to the
customercustomer at at justifiable costsjustifiable costs..
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ITIL in ContextITIL in ContextITIL in ContextITIL in Context
Service ManagementService Management
OperationsOperations
Methodology - ITILMethodology - ITIL
Certification - ISOCertification - ISO
Systems IntegrationSystems Integration
ProjectsProjects
Methodology - PMBOKMethodology - PMBOK
Certification - ISOCertification - ISO
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ITIL & ISOITIL & ISOITIL & ISOITIL & ISO
ISO
Processes in PlaceProcesses in Place
DocumentedDocumented
TrainedTrained
FollowedFollowed
Corporate CertificationCorporate Certification
ISO
Processes in PlaceProcesses in Place
DocumentedDocumented
TrainedTrained
FollowedFollowed
Corporate CertificationCorporate Certification
ITIL
ProcessesProcesses
DocumentationDocumentation
TrainingTraining
IntegratedIntegrated
Best PracticeBest Practice
Individual CertificationIndividual Certification
ITIL
ProcessesProcesses
DocumentationDocumentation
TrainingTraining
IntegratedIntegrated
Best PracticeBest Practice
Individual CertificationIndividual Certification
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The Service ModelThe Service ModelThe Service ModelThe Service Model
SERVICE VISIONSERVICE VISION
PROCESSESPROCESSES
PROCEDURESPROCEDURES
TASKSTASKS
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DefinitionsDefinitions QUALITY is the totality of features & characteristics of
a product or service that bears on its ability to meet a stated or implied need (ISO 8402)
A PROCESS is a series of cohesive activities geared to achieving a certain objective.
IT SERVICE is a logical package of services that an IT organization offers, supplies and supports inorder to satisfy the client’s needs.
IT SERVICE MANAGEMENT is the sum total of management and commercial operation of the IT infrastructure, i.e., the delivery and support of IT services.
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ITIL ModulesITIL ModulesITIL ModulesITIL Modules
SERVICE DELIVERYSERVICE DELIVERYTactical ManagementTactical Management
Service Level
Management
Capacity Management
Availability Management
Contingency Planning
Cost Management
SERVICE SUPPORTSERVICE SUPPORTOperational ManagementOperational Management
Configuration Management
Help Desk
Problem Management
Change Management
S/W Control & Distribution
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Service level management is a process aimed at achievingthe optimum level of IT Services through a good working relationship
between the provider and the consumer.
Service Level ManagementService Level ManagementService Level ManagementService Level Management
Activities Comprising Service Level Management Identify client’s requirements Verify their feasibility Propose, negotiate, agree on & set down service levels Determine, draft and finalize standards Check service standards and report on service
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Service Level ManagementService Level ManagementService Level ManagementService Level Management
Ensures continual identification, monitoring andreviewing of the optimally agreed levels of ITservice as required by the business.This is done in close co-operation between the IT services providers and the customers (or theirrepresentatives.
Ensures continual identification, monitoring andreviewing of the optimally agreed levels of ITservice as required by the business.This is done in close co-operation between the IT services providers and the customers (or theirrepresentatives.
A Service Level Agreement specifies the services,the service levels, specific conditions and the parties involved.
A Service Level Agreement specifies the services,the service levels, specific conditions and the parties involved.
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Service Level AgreementService Level AgreementService Level AgreementService Level Agreement
The SLA Definition of the pertinent operational services Service levels agreed upon Conditions under which the services are provided Costs of providing the services Identification of the parties involved
Service Levels Costs Continuity Availability Performance Flexibility Stability
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Capacity ManagementCapacity ManagementCapacity ManagementCapacity Management
Capacity Management Activities Capacity planning Modeling Performance management Resource management Demand management Workload management Application sizing
Capacity management is the process that ensures optimumutilization of IT resources, in order to achieve thelevel of performance agreed upon with the client.
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Capacity ManagementCapacity ManagementCapacity ManagementCapacity Management
Supports the optimum and cost effective provisionof IT services by helping organizations to match their IT resources to the business demands.
Supports the optimum and cost effective provisionof IT services by helping organizations to match their IT resources to the business demands.
Capacity Management Database (CDB): a collection of technical, business and organizationaldata, in order to provide capacity forecastsand plans.
Capacity Management Database (CDB): a collection of technical, business and organizationaldata, in order to provide capacity forecastsand plans.
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Availability ManagementAvailability ManagementAvailability ManagementAvailability Management
Availability Management Activities Compiling an availability plan Meeting availability requirements Monitoring availability Monitoring maintenance obligations Control / Security Vulnerability / Risk Reporting on the level of availability
Availability management is the process that ensures the optimumutilization of resources, methods and techniques to achieve the
level of IT services agreed upon with the client.
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Availability ManagementAvailability ManagementAvailability ManagementAvailability Management
To systematically identify availability andreliability requirements against actualperformance and, when necessary, introduceimprovements to allow the organization toachieve and sustain optimum quality ITservices at a justifiable cost.
To systematically identify availability andreliability requirements against actualperformance and, when necessary, introduceimprovements to allow the organization toachieve and sustain optimum quality ITservices at a justifiable cost.
AvailabilityAvailabilityMaintainabilityMaintainabilityResilienceResilience
ServiceabilityServiceability
ReliabilityReliability
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Contingency PlanningContingency PlanningContingency PlanningContingency Planning
Activities Comprising Contingency Planning Risk assessment Risk management Contingency plan management Contingency plan testing Reporting and communication
Contingency planning ensures that there are adequate technical, financial and organizational safeguards to protect the continuity of the
IT services agreed upon in the SLA in the event of disasters.
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Contingency: Unplanned situation in which it isexpected that the period during which one or more IT services will be unavailable will exceed thresholdvalues agreed to with the customer.
Contingency: Unplanned situation in which it isexpected that the period during which one or more IT services will be unavailable will exceed thresholdvalues agreed to with the customer.
Contingency PlanningContingency PlanningContingency PlanningContingency Planning
To develop and maintain plans for coping with andrecovering from an IT crisis (i.e loss of service for aprotracted period) and, where possible, to prevent ITcrises from occurring.
To develop and maintain plans for coping with andrecovering from an IT crisis (i.e loss of service for aprotracted period) and, where possible, to prevent ITcrises from occurring.
To “cope” means that work is moved to an alternate system in a non-routine way.To “cope” means that work is moved to an alternate system in a non-routine way.
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Cost ManagementCost ManagementCost ManagementCost Management
Activities Comprising Contingency Planning Risk assessment Risk management Contingency plan management Contingency plan testing Reporting and communication
Cost management is the process which yields relevant financialdata to achieve a sound balance between price and
performance at every level of operation.
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Activity Based Costing: costs are allocated to Activities.Activity Based Costing: costs are allocated to Activities.
Cost ManagementCost ManagementCost ManagementCost Management
To monitor and provide insight into the costs of providing and supporting IT services; and ifnecessary (depending on the executive policy)recover the costs from customers in a fair and equitable manner.
To monitor and provide insight into the costs of providing and supporting IT services; and ifnecessary (depending on the executive policy)recover the costs from customers in a fair and equitable manner.
Cost Centre Accounting: costs are allocated to departments.Cost Centre Accounting: costs are allocated to departments.
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Configuration ManagementConfiguration ManagementConfiguration ManagementConfiguration Management
Activities Identification Control Status Accounting Verification Management Information
Cost management is the process which yields relevant financialdata to achieve a sound balance between price and
performance at every level of operation.
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Configuration ManagementConfiguration ManagementConfiguration ManagementConfiguration Management
Managing the IT infrastructure by recording all Items.Managing the IT infrastructure by recording all Items.
Configuration Items (CIs):Components of the IT infrastructure that are (or areto be) under control of Configuration Management:hardware, software, procedures, documentation andpeople. CIs may vary widely in complexity, sizeand type – from an entire system to a single moduleor a minor hardware component.
Configuration Items (CIs):Components of the IT infrastructure that are (or areto be) under control of Configuration Management:hardware, software, procedures, documentation andpeople. CIs may vary widely in complexity, sizeand type – from an entire system to a single moduleor a minor hardware component.
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HelpdeskHelpdeskHelpdeskHelpdesk
Activities Communications & Promotion Accessibility to Users Managing Incident Control Provide Continuity: Restore Service ASAP Management Information
Cost management is the process which yields relevant financialdata to achieve a sound balance between price and
performance at every level of operation.
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HelpdeskHelpdeskHelpdeskHelpdesk
An incident is any event that deviates from the(expected) standard operation of a system. Such anevent influences the system, even though theinfluence may be small or even transparent to theusers of the system.
An incident is any event that deviates from the(expected) standard operation of a system. Such anevent influences the system, even though theinfluence may be small or even transparent to theusers of the system.