ITIL Introduction Presentation

7/25/2019 ITIL Introduction Presentation

1/46

01/19/16 Page 1MTR Corporation

Introduction toITIL Concept

Change Management andConfguration Management


2/46


Agenda

1. Introduction to Basic Concept in ITIL

2 Change Management Process and Sharing3. Confguration Management Process and Sharing


3/46


Introduction to ITIL

(Overview


4/46

01/19/16 Page !MTR Corporation

Whats ITIL !

" ITIL (In#or$ation Tec%no&og' In#ratructure Li)rar' i a pu)&ic #ra$ewor*t%at decri)e +et Practice in IT ervice $anage$ent, It provide a#ra$ewor* #or t%e governance o# IT and #ocue on t%e continua&$eaure$ent and i$prove$ent o# t%e -ua&it' o# IT ervice de&ivered #ro$)ot% a )uine and a cuto$er perpective,

" ITIL %a provided not on&' a )et practice )aed #ra$ewor* #or IT$anage$ent. )ut a&o an approac% and p%i&oop%' %ared )' t%e peop&ew%o wor* wit% it in practice,

" ITIL wa origina&&' deve&oped in 190 and %a )een updated twice. t%e rtti$e in 20002002 (2. and t%e econd ti$e in 200 (3, ITIL i upported)' t%e IT 4ervice Manage$ent 5oru$ (it4M5. an internationa&&' recogniednot#orprot organiation dedicated to upport t%e deve&op$ent o# IT ervice$anage$ent


5/46


Benefts "rom ITIL Ser#iceManagement

" Increaed uer and cuto$er ati#action wit% IT ervice

" I$proved ervice avai&a)i&it'. direct&' &eading to increaed )uine protand revenue

" 5inancia& aving #ro$ reduced rewor*. &ot ti$e. i$proved reource$anage$ent and uage

" I$proved ti$e to $ar*et #or new product and ervice

" I$proved deciion $a*ing and opti$ied ri*,


6/46


ITIL Ser#ice Li"ec$c%e

ITIL 3 approac%e ervice $anage$ent #ro$ t%e &i#ec'c&e apect o# aervice,


7/46

01/19/16 Page MTR Corporation

ITIL 4ervice Manage$ent

Mission

Statement

Service

Strategy

Service Design

and Transition

Service

Operation

Business IT

Alignment

Service

Delivery

Service

Support


8/4601/19/16 Page MTR Corporation

The & Phases in ITIL Ser#ice Li"eC$c%e

4ervice 4trateg' T%e p%ae o# trategic p&anning o# ervice$anage$ent capa)i&itie. and t%e a&ign$ent o# ervice and )uine

trategie,

4ervice 8eign T%e p%ae o# deigning and deve&oping appropriate ITervice. inc&uding arc%itecture. procee. po&ic' and docu$ent t%edeign goa& i to $eet t%e current and #uture )uine e-uire$ent,

4ervice Tranition T%e p%ae o# rea&iing t%e re-uire$ent #ro$previou tage.and i$proving t%e capa)i&itie #or t%e tranition o#new and $odied ervice to production,

4ervice Operation T%e p%ae o# ac%ieving e:ectivene ande;cienc' in providing and upporting ervice in order to enureva&ue #or t%e cuto$er and t%e ervice provider,

Continua& 4ervice I$prove$ent T%e p%ae o# creating and$aintaining t%e va&ue #or t%e cuto$er )' deign i$prove$ent. andervice introduction and operation,


9/4601/19/16 Page 9MTR Corporation

What 's inside in each Li"eC$c%e Phase!

Proce < tructured et o# activitie deigned toacco$p&i% a dened o)=ective, Procee %ave input andoutput. reu&t in a goa&oriented c%ange. and uti&ie #eed)ac*#or een%ancing and ecorrective action, Procee are$eaura)&e. provide reu&t to cuto$er or ta*e%o&der. arecontinua& and iterative and are a&wa' originating #ro$ a

certain event, Procee can run t%roug% evera& organiationa&unit, a$p&e o# a proce i c%ange $anage$ent,

5unction < tea$ or group o# peop&e and t%e too& t%e' ueto carr' out one or $ore procee or activitie. pecia&ied in

#u&&&ing a pecied t'pe o# wor*. and reponi)&e #or pecicend reu&t, 5unction %ave t%eir own practice and t%eir own*now&edge )od', 5unction can $a*e ue o# variou procee,a$p&e o# a #unction i a ervice de*,



ITIL Proce 8enition



Proce C%aracteritic

Proce

C%aracteritic 8ecription

Measurable

If we can' t measure a process, then it will not fit thedefinition of 'closed loop', as no feedback will be available.Measuring a process allows it to be performance driven.Different measurements will be equired for differentaudiences- for example managers ma be interested in the

cost of the process, while customers ma be interested in theoutcome.

Delivers specific results!he results of a process need to be identifiable, measureableand countable. "gain, without a clear result the processcannot be managed, measured and controlled.

Delivers to a customer orstakeholder

!he customer or stakeholder can be internal or external, but itis their expectations that shape the overall process.

#esponds to specificevents

!his is classed as a trigger or input to the process, and isagain important for measurement and control.



4ervice 4upport Mode&

Configuration

Management

Process

Change & Release

Management Process

Problem

Management

Process

Incient

Management

Process

Business! Customers or "sers

Changes

Management Tools

Incients Incients Service Des#

Problems

$no%n rrorsCI's

RelationshipsChanges & ReleasesIncients

Difficulties

(ueries

n)uiries

Communications

"pates

*or#arouns

Configuration Management SystemCMDB



C%ange Manage$ent Proce


14/4601/19/16 Page 1!MTR Corporation

Proce O)=ective

$ !o ensure that standardised methodsand procedures are used for efficient and prompt handling of all %hanges, in order tominimise the adverse impact of an %hange-related incidents upon service qualit

$ "ssessing the impact, cost, benefit, resource requirements and risk of proposed %hanges

$ Developing business &ustification and obtaining approval

$ Managing and coordinating %hange implementations

$ Monitoring and reporting on the implementation

$ #eviewing and closing the %hanges


15/4601/19/16 Page 17MTR Corporation ?P Co$$erica& Condentia& 17

C%ange Manage$ent 4cope

" In4cope



Change C%assifcation

it' and Reource Re-uire$ent

Current&'. t%e' can )e aigned into 6 di:erentcategorie according to t%e a)ove $etric. and t%e'wi&& #o&&ow t%e deignated c%ange proce Bow and got%roug% t%e #or$a& review and approva& proce #ro$repective C



Change Categor$

Category Characteristics Approval Required

tandard (ow risk implified, )re-defined and )re-authori*ed

Minor #equires relativel fewresource+ not complex

implified with D%" approval onl

ignificant Medium risk+ mediumresources requirement

ull approval from !%" D%"

Ma&or /igh complexit+ /ighimpact and0or requires alarge amount of resources

ull approval from !%" D%"

1mergenc #esults from Incidents2such as outage or preventoutage3

treamlined, "pproval from 1%" onl

/ardware 04

pecial kind of changerequest to capture thechanges on phsical 0 5Mmachines for updating host%MD

6eed to associate with approved Minor 0ignificant 0 Ma&or 0 1mergenc change forexecution



Change Categor$ (eterminationCriteria

Category Determination Criteria

tandard or changes that can be mapped with pre-registeredtandard %hange !emplate which is pre-approved b!%" members

Minor or changes with 7 8 #isk 5alue 9 7.:

ignificant or )I 0 1# 0 Infrastructure initiated %hanges with

investment si*e below /;< =M or 7.: 8 #isk 5alue 97.>:

Ma&or or )I 0 1# 0 Infrastructure initiated %hanges withinvestment si*e over /;< =M

1mergenc or changes raised to address )riorit = Incidents andneed higher-level management attention and

streamlined approval

/ardware 0 4 or those changes to phsical hardware 0 5Mmachines or its 4perating stem



Change Categor$ (eterminationCriteria )Cont*

T%e Ri* a&ue aociated wit% a c%ange i deter$ined

)' t%e #o&&owing #actor toget%er wit% t%e review )'C%ange CoordinatorA

+is, Criteria +emar,s

C%ange 8uration T%e eti$ated entire duration to e>ecute t%i C%ange, T%i e-ua& to P&anned@nd 8ate+P&anned 4tart 8ate

Outage 8uration T%e eti$ated duration #or an' outage necear'

Lead Ti$e T%e &ead ti$e #or p&anned c%ange to %appen, T%i e-ua& to P&anned 4tart 8ate+Current 8ate

+ac* out i Poi)&e +ac* out poi)i&it'

+ac* out Recover' Ti$e Ti$e needed to revert )ac* t%e c%ange to previou )ae&ine

it%in 4L< C%ange indow %et%er t%e C%ange i #a&& wit%in t%e non4ervice %our pecied in 4L

ITIL Introduction Presentation

Documents

Transcript of ITIL Introduction Presentation