Introduction to ITIL and the supporting role of Asset Management

© Square Mile Systems 1

Introduction to ITIL and the supporting role of Asset

ManagementDavid CuthbertsonSquare Mile Systems

david.cuthbertson@squaremilesystems.comwww.squaremilesystems.comTel 0870 950 4651Mob 07717 883177

mailto:[email protected]

http://www.squaremilesystems.com/


Background

Early career – communications design and micro-chip applications

1990s – founded 2 IT businesses, leading to trade sale

Current – 2 businesses based in Cirencester, Gloucestershiresoftware - for documenting data centres & complex IT systemsservices - to deliver IT asset and configuration management

In addition- Chaired the BCS Service Management Specialist Group- Director of National Outsourcing Association- speaking/organising various events ITSMF, CMG, IoD, FAST, BCS- participate in ITSMF CCRM Special Interest Group


Current IT Themes and Trends

• Reducing the cost of providing IT• Faster implementation of systems (within budget)• Delivering more reliable IT services• Optimisation of existing resources• Developing better controls

Typical management choicesVirtualisation OutsourcingUse a management framework ITIL, ISO27001, CoBit, ISO9000, BS25999Implement Asset Management?


Why Service Management?

• Change IT culture – Project focussed to service focussed– Solve problems by agreeing common processes rather

than buying equipment, software or toolsets – Reduce communications gaps between technical teams,

business groups, users, suppliers etc.– Measure effectiveness of service delivery

• Improve the Business/IT interface so that services are appropriate to need


What is a Service?

A means of delivering value to Customers by facilitating Outcomes Customers want to achieve without the ownership of specific Costs and Risks.

ITIL V3 Definition of a service


Example 1

Providing a PC to a new user– Buy a new one or use from stock– Define machine name– Install standard operating system– Install specific software for department/function– Check cabling and network connection (order/change)– Allocate a user ID and access rights to systems – Set up local printing– Deliver and install – Test


Example 2 – Upgrade a server

UK_FWS_Blade_01

SQL FWS_04

UK_FWS_04

MF_SW02MF_SW01


ISA Payment ProcessPayment Request

ISA Payment Request HandlingClient Funds Transfer

HO_BACRT01Cheque Printer

UK_FWS_05

ISA Payment Transact BACS-IP BACS-Sched Claims Processing

Paylog Audittrack BACPAY Funds Move Claims Processing

LPAR1 LPAR2

HO Secure LAN

BACS IP-VPN

UK_FWS_03

UK_FWS_Blade_01

Citrix Server

Oracle FWS_03 SQL FWS_04 Oracle LP1 Oracle LP2

Z800 2065

FW_FWS_01SW_FWS_05

Front Desk

UK_FWS_04

UK_FWS_10

Workflow Client

Service Desk

Workflow

SW_FWS_01

MFLAN

BT Global

Citrix Client

MF_RT01

MF_RT02

MF_SW01 MF_SW02

Customer Services

ISA Payment Request


Multiple Applications & ServersDEALVIEW INTERNAL AUDITS

GLOBAL INS FUNDING PAYMENTS CASH

MANAGER CHECKBAL INCOMINGFUNDS

SECURE GH

SECURE EDI INVEST

Complex systems are not easy to comprehend or validate so a change control system is needed


The Rise of Service Management

• Started with the OGC (then the CCTA) in the late 1980s developing best practice booklets

• Became the ITIL (IT Infrastructure Library) and has evolved with industry changes and experience

• IT Service Management Forum formed 1991• Through the BSI and ISO, it became an international standard

(2005)• Institute of Service Management (IOSM) formed 2005• Adopted by most UK government organisations and many

commercial businesses


Service Management Evolution

ITIL V1 ITIL V3(2007)

ITIL V2Best Practice

Trade Associations ITSMF BCS-SMSG

IOSM

Standards BS15000 IS020000

1990 1995 2000 2005 2010


Certification

0

5000

10000

15000

20000

25000

30000

35000

2001 2002 2003 2004 2005 2006 2007

Foundation CourseManagers Course

Source ISEB web site

Pass RatesFoundation 87%Managers 46%


ITIL and ISO/IEC 20000

Policies, processes, procedures

Best Practice

Code of Practice

ISO20000

The Standard

ITIL Guidelines

Your in-house implementation


ITIL V3 TitlesService Strategy

Event, Request, Incident, Problem, Technology, Operations, Access, Monitoring & Control

Service OperationsStrategy GenerationStrategy ImplementationValue NetworksService Portfolio Mgmt, Financial Management, ROI

Policy, Planning & ImpFive Aspects of Service DesignAvailability, Capacity, Continuity, Service Level Mgmt, Supplier Mgmt. Outsourcing Design

Service DesignMeasurement, Trends, Reporting & Analysis, Review, Assessment, SIP

Continual Service Improvement

Change, Build and Test, Release & Deployment,Service Asset and Configuration, Knowledge Mgmt

The Big Picture,Service Model Maps, Practice Basics, Getting Started

Service Transition Introduction to the Service Lifecycle

ServiceTransition

Continual ServiceImprovement

Contin

ual S

ervice

Impr

ovem

ent

Continual Service

Improvem

ent

ServiceOperation

ServiceDesign

ServiceStrategies

ITIL

Governance MethodsStandards Alignment

Case StudiesTem

plates

Scal

abili

ty

Quick Wins

Qualifications

Study Aids

Knowledge &

Skills

Spec

ialty

Top

ics

Executive Introduction

ServiceTransition


Contin

ual S

ervice

Impr

ovem

ent

Continual Service

Improvem

ent

ServiceOperation

ServiceDesign

ServiceStrategies

ITIL

ServiceTransition


Contin

ual S

ervice

Impr

ovem

ent

Continual Service

Improvem

ent

ServiceOperation

ServiceDesign

ServiceStrategies

ITIL


Case StudiesTem

plates

Scal

abili

ty

Quick Wins

Qualifications

Study Aids

Knowledge &

Skills

Spec

ialty

Top

ics



Case StudiesTem

plates

Scal

abili

ty

Quick Wins

Qualifications

Study Aids

Knowledge &

Skills

Spec

ialty

Top

ics



ITIL / ISO 20000Service Delivery Processes

Security Management

Service Continuity & Availability Management

Service Level Management

Service Reporting

Capacity ManagementFinancial Management

Release ProcessesRelease Management

Resolution ProcessesIncident Management

Problem Management

BusinessRelationship ManagementSupplier Management

Control ProcessesConfiguration Management

Change Management Relationship Processes


Typical ITIL Approach

• Define immediate quick wins to improve business services– Incident management– Change control

• Develop processes, service offerings and controls through use of a service desk toolset

• Expand and develop as required


Example 3 - Defining a Service

With a service cataloguePerformanceHours of serviceUser baseResponsibilitiesDelivery components RecoveryAvailabilityChargingReporting

It becomes easierTo log an incidentMeasure availabilityMeasure performancePredict impact of changeAnalyse root causesPerform recovery testsIntroduce service changesRelease new changesJustify costs and controls


Example 4 - Change Request FlowChange Request Define affected

systems

Define impact

Determine Risk

Standard?

FollowProcedure

Backout planrequired?

Check FSC & PSA

Submit RFC

Testing

N

Y


Different Teams, Different FocusBusiness Processes

Departmental, Company

ServiceManagement

DataCentre

NetworksLAN/SAN

Applications

Mid-range Servers

Systems

DesktopsIMAC

ServicesEnd user, infrastructure, supplier

ApplicationsPC, server, mainframe, SOA

Virtual InfrastructurePCs, Network, Servers, Storage, DBMS

Hardware InfrastructurePCs, Network, Servers, UPS, Storage, Other

Fixed Infrastructure(Cabling, Power, Cabinets, Rooms, Buildings)


The ITIL Version 3 CMS

Portal

Change&Release

View

AssetMgmtView

ConfigLife-cycle

View

TechnicalConfigView

QualityMgmtView

ServiceDeskView

BusinessImpactView

ComplianceView

(Cobit)Presentation

Layer

Search, Browse, Store, Retrieve, Update, Publish, Subscribe, Collaborate

KnowledgeProcessing

LayerQuery & Analysis Reporting Performance Mgmt Modelling Monitoring

Customer/User – Service –Application – Infrastructure mapping

Service Portfolio Service Package Integrated Asset & Config Service Change Service Release

Common Process Reconciliation Synchronisation Extract, Load MiningScheme Meta Data

InformationIntegration

Layer

Data IntegrationProjectDoc

FilestoreProject

Software

DefinitiveMediaLibrary

FederatedCMDBs

DiscoveryAsset Mgmt

& Audit Tools

SoftwareConfigMgmt

PlatformConfigMgmt

EnterpriseApps

Data &Information

Sources& Tools


ITIL Configuration Management

1. Asset Management– Life cycle of a component, often with financial value

2. Application Development and Releases– Life cycle of applications, systems and versioning

3. Service management– Service relationships between CIs (Service Maps)

4. Technical architecture– Technical relationships between CIs, network diagrams, SAN links

5. Physical architecture– Rooms, cabinets, chassis, power, cabling, space


Different Views of a Server

£1 per cup = £6Licences for 10 cupsMaintenance contract

Cost View – Asset Management

Systems & Network Management

Row A

Row B

Row C

Row D

Row D

Carrier Terminations

Comms

Servers

Servers

Servers

B1-04B1-13B2-01B2-18

Data Centre Management

Service View Hierarchy

Service

Service

Release 1.1

Release Management


Differences in Approach

Asset

Technical

Data Centre

Service

Business ProcessesDepartmental, Company

ServicesEnd user, infrastructure, supplier

ApplicationsPC or server based

Virtual Infrastructure ComponentsPCs, Network, Servers, Storage, DBMS

Hardware Infrastructure ComponentsPCs, Network, Servers, UPS, Storage, Other

Fixed Infrastructure(Cabling, Power, Cabinets, Rooms, Buildings)


Typical CMDB/CMS Update IssuesChangeIssue

AssetView

ReleaseView

ServiceView

TechnicalView

Data Centre

Install a new cabinet, with power and cabling Y

Add a full blade server chassis to a cabinet Y Y

Connect a blade to the network, SAN and update management tools Y Y

Move an existing server to the blade keeping the same name Y ? Y Y

Virtualise the server onto a blade ? Y Y Y

Create a new virtual test server Y Y Y

Release an updated version of a bespoke application Y


Sample IT Asset Lifecycle

Acquire

Plan

Detailed design

Test

Develop

Post-Live

Decommissioned

Deployment

Disposal

Live


Reducing the Amount of DataBefore After

Excel

Word

Visio

ExcelExcel

Visio

Visio

Word

Word

Word

WordVisio

Visio

Visio

Excel

Asset

Release

Service

Technical

Physical

Needs

VISUALISATION

Visio

Excel

Word


IT Asset Management

• Reducing the cost of providing IT• Faster implementation of systems (within budget)• Delivering more reliable IT services• Optimisation of existing resources• Developing better controls


In Summary

• ITIL is here, growing and worth adopting• IT Asset Management is not well understood• Both are management issues, not technology issues

– So both require drive and energy to implement• Immediate benefits from implementation of IT Asset systems

– Unused resources and unnecessary contracts– Reconcile other systems to identify gaps– Gaps in process, policies and understanding

• Strategic benefits– Common naming systems– Lifecycle processes– Billing and charging for services– Supplier management


More UnderstandingAcquire literature/booksGo to seminars/conferences - ITSMF, HDI and regional groupsOnline discussion forumsMeet and talk with suppliers, existing adoptersGet trained

In practice, it is refining your own best practices and ensuring commonterminology, processes and roles are appropriate for the business.


Further Informationwww.itil.co.uk OGC web sitewww.itsmf.co.uk ITSMF web sitewww.smsg.bcs.org BCS Service Management Groupwww.hdi-europe.com Help desk Institutewww.itil.org.uk TSO ITIL bookswww.bsi-global.com BSI Web site for ISO20000, other materialswww.iseb-exams.com ISEB Web site

http://www.itil.co.uk/

http://www.itsmf.com/

http://www.smsg.bcs.org/

http://www.hdi-europe.com/

http://www.itil.org.uk/

http://www.bsi-global.com/

http://www.iseb-exams.com/

Introduction to ITIL and the supporting role of Asset Management

Technology

Transcript of Introduction to ITIL and the supporting role of Asset Management