IT Service Management and ITIL · IT Service Management and ITIL . Introducing: ITIL ® is a...
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IT Service Management and ITIL Introducing: ITIL ® is a Registered Trade Mark of the Cabinet Office in the United Kingdom. The trade mark symbol should be inferred wherever the term “ITIL” appears in these materials.
Transcript of IT Service Management and ITIL · IT Service Management and ITIL . Introducing: ITIL ® is a...
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IT Service Management and ITIL
Introducing:
ITIL® is a Registered Trade Mark of the Cabinet Office in the United Kingdom. The trade mark symbol should be inferred wherever the term “ITIL” appears in these materials.
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Agenda
• Why are we here?
• IT Service Management Concepts
• IT Service Management Benefits
• The ITIL Framework
• ITSM Processes for Today
Agenda 2
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IT exists to provide services
IT is an essential part of the larger institution, and exists to provide a variety of services that support the institution’s goals. University
Goals
Business Outcomes
IT Services
IT Providers
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Mission
Make it easier for faculty, students, and staff to teach, research, learn, and work through the effective use of information technology.
Example IT mission
Why are we here? 4
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How do we enable the university’s business goals?
IT Service Management concepts 5
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What are services?
Services are a means of delivering value to customers by facilitating outcomes customers want
to achieve without taking on the ownership of specific costs and risks.
‘People do not want quarter-inch drills. They want quarter-inch holes.’ Professor Emeritus Theodore Levitt, Harvard Business School
IT Service Management concepts 6
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What goes into providing a service?
People & Partners Products (Technology)
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IT Service Management concepts 7
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What goes into providing a service?
People & Partners Products (Technology)
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+ = Process
IT Service Management concepts 8
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What is process?
A Process is a structured set of activities designed to accomplish specific objectives • Takes one or more inputs and turns them into outputs • Includes roles, tools, and management controls
Activities Inputs Outputs
Governance, Controls & Feedback
Capabilities Resources
IT Service Management concepts 9
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Process Maturity
Ad hoc
Prescribed
Standardized
Quantitative Optimized
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IT Service Management
• IT Service Management (ITSM) is a process-based approach to aligning IT services with the needs of the university.
• Industry-developed and accepted best practice • Focused on delivering services effectively and efficiently • Well-established in Higher Education
Why are we here? 11
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What is ITIL?
ITIL provides guidance on delivering the right end-to-end services efficiently and effectively using well-defined and repeatable processes
Information Technology Infrastructure Library (ITIL) is a best-practice framework for IT Service Management • Globally recognized • Evolving and flexible
The ITIL framework 14
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Service Design Supplier
Management
Service Continuity
Management
Service Catalog
Management
Information Security
Management
Availability Management
Capacity Management
Service Level
Management Design
Coordination
Service Strategy Strategy Mgt. for IT Services Financial
Management
Demand Management Service
Portfolio Management
Business Relationship Management
Service Transition
Service Validation &
Testing
Release & Deployment Management
Svc Asset & Config
Management
Change Management
Change Evaluation
Transition Planning &
Support
Knowledge Management Service Operation
Problem Management
Operational Activities of
other lifecycle phase
processes
Event Management
Incident Management
Access Management
Request Fulfillment
© Crown copyright 2007 Reproduced under license from OGC
Service Operation
Service Transition
Service Design
Service Strategy
The ITIL Service Lifecycle is a five-stage holistic view of the interconnected processes that make up service management
Continual Service Improvement
7-Step Improvement
Process
Continual Service
Improvement
The ITIL service lifecycle
The ITIL framework 15
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ITSM process focus today C
ontinual Service Improvem
ent
7-Step Improvement
Process Service Operation
Problem Management
Operational Activities of
other lifecycle phase
processes
Event Management
Incident Management
Access Management
Request Fulfillment
Service Design Supplier
Management
Service Continuity
Management
Service Catalog
Management
Information Security
Management
Availability Management
Capacity Management
Service Level
Management
Service Strategy Strategy Mgt. for IT Services Financial
Management
Demand Management Service
Portfolio Management
Service Transition
Service Validation &
Testing
Release & Deployment Management
Config Management
Change Management
Change Evaluation
Transition Planning &
Support
Knowledge Management
Configuration Management System (CMS)
Service Portfolio / Catalog
Design Coordination
Business Relationship Management
The ITIL framework 16
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Incident Management
• Incident Management is not too concerned with finding the root cause of an incident (see Problem Management)
• Increase visibility and communication of incidents to business and IT support staff
• Enhance business perception of IT through use of a professional approach in quickly resolving and communicating incidents when they occur
• Align incident management activities and priorities with those of the business
• Maintain user satisfaction with the quality of IT services.
Key ITSM processes for HUIT
An Incident is an unplanned interruption to an IT service or a reduction in the quality of an IT service
The purpose of incident management is to restore normal service operation as quickly as possible
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Major Incidents
Key ITSM processes for HUIT
"Houston, we have a Major Incident”• When a service critical to an university
business processes is interrupted, many people need to know about it:
• Business process owners (Customers) whose work the service supports
• IT Service owners who provide the service to the business
• The Service Desk and distributed support people close to the users
• The Incident Manager coordinates the Major Incident Process
Some incidents will affect one or more services in a way that has major impact for the business. ITIL classifies these as Major Incidents.
A separate procedure, with shorter timescales and greater urgency, and communication plans must be used for ‘major’ incidents.
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Change Management
Key ITSM processes for HUIT
The purpose of the change management process is to control the lifecycle of all changes, enabling beneficial changes to be made with minimum disruption to IT services.
Changes are made for a variety of reasons and in different ways – for example: • Proactively, e.g. when organizations are
seeking business benefits such as reduction in costs, improved services or increased ease and effectiveness of support
• Reactively as a means of resolving errors and adapting to changing circumstances.
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A Change is defined as the addition, modification, or removal of anything that could have an effect on IT Services
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Q & A
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Thank you for attending!
Slide Number 1AgendaIT exists to provide servicesExample IT missionHow do we enable the university’s business goals?What are services?What goes into providing a service?What goes into providing a service?What is process?Process MaturityIT Service ManagementWhat is ITIL?The ITIL service lifecycleITSM process focus todayIncident ManagementMajor IncidentsChange ManagementSlide Number 21Thank you for attending!
