Introduction to ITIL
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ITIL Introduction & Planning Chris J Jones, MSED Director, IT Services University of Oklahoma Health Sciences Center
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Introduction to ITIL, presented to Council for Information Technology (COIT) of the Oklahoma Regents for Higher Education. 29 March 2013
Transcript of Introduction to ITIL
ITIL Introduction & Planning
Chris J Jones, MSEDDirector, IT ServicesUniversity of Oklahoma Health Sciences Center
Purpose of IT
Overview of ITIL
ITIL Processes & Lifecycles• Strategy• Design• Transition• Operations• Continual Service
Improvement
Planning
Overview
Note: This is not ITIL Foundations training, but just an introduction
Purpose of IT
The purpose of IT is to deliver value to your organization & customers.
o Value is delivered via “services.”o A service is capabilities &
resources devoted to providing this value.
o Services that customers can directly utilize or consume are known as “business” services.
vs. “infrastructure” services
Creative Commons-licensed flickr photo from Jeffery Turner
Creative Commons-licensed flickr photo from Martin Pettit
IT Service=
HouseCreative Commons-licensed flickr photo from Will Scullin
“The purpose of our home is to deliver value to
our family”
OU Information Technology
OU IT’s mission is to provide world-class information technology services that support and advance the mission of the Univ of OK, and to play a leadership role in providing the best educational experience for our students.
IT Services• Infrastructure• Collaboration• Data mngt• Etc.
Intellectual property of the British
government
A set of books
An approach to IT “service” management”
Best practices for delivering
IT services
ITIL is
• 1989Initial
version (v1)
• 1995Version 2
• 2007Version 3
• 20112011 update
ITIL History
ITIL matters because better services = greater value for your organizationo Technologies are very complexo Have global reach o Confidentiality, integrity and availabilityo Meet or exceed service expectationso Consistent, repeatable processes
Why ITIL?
People
ProcessTechnology
ITIL encourages mature and effective Process which results in
Benefits of ITIL
Alignment with
business needs
Negotiated
achievable service levels
Predictable,
consistent processes
Efficiency in service delivery
Measurable,
improvable services
and processes
A common language – terms are defined
A process is…
o Enrolling a student, ordering a pizza, processing a PO, getting a drivers’ license
ITIL Processes & Lifecycles
Inputs Actions Output
ITIL groups processes into Lifecycles
Understanding our customers
Developing service
offerings
IT capabilities & resources
Cost, price & value
ITIL Service Strategy
ITIL: “define the perspective, position, plans and patterns that a service provider needs to be able to execute to meet an organization's business outcomes.”
What services should we offer?
Financial Mngt
Service Portfolio Mngt
Demand Mngt
ITIL Service Strategy
KEY PROCESSES
Creative Commons-licensed flickr photo from striatic
ITIL Service Strategy
SERVICE VALUE
Utility
Warranty
“fit for purpose”
“fit for use”
“House Strategy”
• Where does the house best sit in the neighborhood?
• How big should the house be?
• How many rooms should it have? For what purpose?
Creative Commons-licensed flickr photo from Greene Connections
OU IT Service Principles
• Feature consistent and EASY TO USE UX/UI.
• Deliver ACCESSIBILITY for users of all capabilities.
• Operate at the “SPEED OF BUSINESS”
• Ensure AVAILABILITY during critical business windows.
• Are SUSTAINABLE (compliance, supportability)
• Employ a single, comprehensive IDENTITY for authentication.
• AUTOMATE as many interactions as possible.
• Meet CUSTOMER NEEDS before meeting IT needs.
• Offer an affordable cost model with RIGHT-SIZED VALUE for the investment.
Meet customer
expectations
Technology &
architecture
Managing services
Planned measureme
nt
How should we put the service together?
ITIL Service Design
ITIL: “to design IT services, together with the governing IT practices, processes and policies, to realize the service provider's strategy and to facilitate the introduction of these services into supported environments ensuring quality service delivery, customer satisfaction and cost-effective service provision.”
Service Catalog Mngt
Service Level Mngt
Capacity Mngt
Availability Mngt
IT Service Continuity Mngt
Information Security Mngt
Supplier Mngt
ITIL Service Design
KEY PROCESSES
Creative Commons-licensed flickr photo from emdot
“House Design”
• Architect design of the house
• Layout of the rooms in relationship to one another
• Features & functions• Based on repeatable
templates
Creative Commons-licensed flickr photo from jmrodri
OU Information Technology
Emphasizing • Business service catalog
and • Service design package
Build, test and move
Achieving desired value
Managing changes
Controlling assets
How do we put the service in place?
ITIL Service Transition
ITIL: “to ensure that new, modifiedor retired services meet the expectations of the business as documented in the service strategy and service design stages of the Iifecycle.”
Change Mngt
Service Asset & Configuration Mngt
Knowledge Mngt
Transition Planning & Support
Release & Deployment Mngt
Service Validation & Testing
Evaluation
ITIL Service Transition
KEY PROCESSES
Creative Commons-licensed flickr photo from albertogp123
“House Transition”
• Builder & contractors• Phased installation• Project management• Walk-throughs
Creative Commons-licensed flickr photo from Wesley Fryer
OU Information Technology
• Developing formal change management process & approval
• Completed test plans & follow through
• Operational readiness review
Ongoing basis Daily health of the service
Managing disruptions
Determination of trends
How do we run the service?
ITIL Service Operation
ITIL: “to coordinate and carry out the activities and processes required to deliver and manage services at agreed levels to business users and customers.”
ITIL Service Operation
Service Desk
Technical Mngt
Application Mngt
IT Operations
Mngt
KEY PROCESSES
Event Mngt
Incident Mngt
Request Fulfillment
Access Mngt
Problem Mngt
FUNCTIONS
“House Operations”
• Running electricity, HVAC, water, trash
• Routine house cleaning• Sleeping, eating, living
Creative Commons-licensed flickr photo from wscullin
OU Information Technology
• Incident Management• Knowledge base• Service request & access
request management
ITIL Continual Service Improvement
Measure & improve service levels
Efficient & effective process
Technology investment
ITIL: “to align IT services with changing business needs by identifying and implementing improvements to IT services that support business processes.”
ITIL Continual Service Improvement
“Continual House Improvement”
• Observation of areas of concern
• Renovation• Utility bill adjustments• Add-on buildings
Creative Commons-licensed flickr photos from The Consortium
OU Information Technology
• New roles & process, such as business relationship manager and service owner
Planning for ITIL
vs
Organizational VisionStakeholders (internal, external)
Process-thinkersGovernance
Tool “EXCELerators”
Planning for ITIL
Champion
Training & Education
Executive support
Realistic expectations (ITIL says…)
Endurance
Pursue ITIL v3 Foundations Certification
• Pink Elephant, Third Sky, Fruition Partners, etc.
Develop a Twitter stream/list as a
Personal Learning Network (PLN)
• Chris Dancy, IT Skeptic, Troy DuMoulin
Join the EDUCAUSE ITIL Constituency
group
• http://bit.ly/educauseitil
Participate in KnowIT (Fall 2103)
•Contact [email protected] with interest
What’s Next?
