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IT Infrastructure Library (ITIL)IT Infrastructure Library (ITIL)

Part 1 - Introduction

Jean-Marc Chevereau

Directeur SSM

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Agenda

1-1 DEVOTEAM

1-2 Introduction to Quality, Process, Roles

1-3 ITIL Overview

1-4 Definitions

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Le Groupe DEVOTEAMLe Groupe DEVOTEAM

Conseil et ingnierie en infrastructure des systmes dinformationConseil et ingnierie en infrastructure des systmes dinformation

DOMAINES DEXPERTISEDOMAINES DEXPERTISESECTEURS D ACTIVITESECTEURS D ACTIVITE TYPES DINTERVENTIONTYPES DINTERVENTION

Un acteur europen de rfrence :

CA prvisionnel 2004 de 150 M

Effectifs de 1 800 collaborateurs.

Prsence dans 9 pays dEurope et au Moyen-

Orient.

Une clientle fidle de 500 grands comptes

europens dans tous les secteurs.

Une stratgie de croissance prenne

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Gestion des

Incidents et des problmes Support utilisateurs

Diminution du nombre des incidentsrcurrents

Rtablir le service dans lerespect des contrats tablis

Gestion des contrats de services Gestion des contrats

Collecte des indicateurs

Analyse des tendances

Respect des engagements

Disponibilit Supervision des rseaux, systmes etapplication

supervision de bout en bout

Centralisation, corrlation et gestion des

vnements

Vues mtiers

Garantir une disponibilitmaximale

Gestion de capacit

Capacity planning Analyse des tendances

Gestion des performances / Qos

Anticiper les volutions

Dploiement Tldistribution

Gestion des nomades

Gestion de la bande passante

Matriser le dploiementd'applications

Gestion des configurations

et des changements

Gestion des demandes de changements

Gestion parc et inventaire automatique

Matriser les changements

Offre SSM : outiller ITIL

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IT Infrastructure Library (ITIL)IT Infrastructure Library (ITIL)

1-2 Introduction to

Quality, Process, Role

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Service and Quality

IT-service : the total management (maintenance and exploitation) of theIT-infrastructure.

Products : are developed by the supplier and the customer cant changemuch about the quality of the product. De customer judges the productby specific criteria like colours, size etc. (objective)

Services : based on interaction with the customer. Services cant bejudged previously, but only when the are provided. The quality of aservice is depending on the way the supplier and customer manage theirrelation.

Quality : the level of the service judged by the customer based ondemands and expectations. Quality is the fitness for use.

Business-IT alignment : matching/adjusting the policy of the IT-serviceprovider to the policy of the customer organisation.

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Quality

D P

C A

Turning directionof the wheel

Quality

improvement

Quality

assurance Quality care1 Plan

2 Do3 Check

4 Act

2 1

3 4

Deming quality-circle

ITIL

I

SO-900

X

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Culture of organisations

IMPROVISATION

Unique situations

Immediate action

Do something

Trial and error

ROUTINE

Repetitive

Familiar

Continuous

Automatic

PROCESSING

Cyclic

Structured

Especially designed

Managed

PROJECTS

Temporary

One time only

Defined purpose

Dedicated organization

Culture : the way of life of a group of peoplein a organisation, based on behaviours,

beliefs, values, and symbols that theyaccept, generally without thinking about

them, and that are passed along bycommunication.

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A process is the execution of all activities, necessary to achieve apredefined result.

A process is cyclic, and constantly improving. (Plan, Do, Check,Maintain)

A process does not change, unless the mission changes.

Process

Activities

Measure / Control

Standard Policy

OutputInput

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Management of processes

Where do we want to be?

Where are we now?

How can we get

where we want to be?

How do we know

we have arrived?

Vision and targets

Assessment

Adjust the processes

Metrics

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Definition of working with processes

Working with processes : the solution to get from a

task-oriented (departmental) organization to a

comprehensive entity, that combines tasks and aims

them at a specified result.

A process regulates the transfer of responsibilities,

and guarantees progress.

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Overview ofwork at hand and status

Improved efficiency, higher productivity

Result tangible and predictable

Knowledge and skills optimally applied Learning curve for organisation

Transfer of tasks easier

New activities easily adopted

Lower impact ofhuman error

....structured quality improvement.......

Advantages of working in processes

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Change from current situation

Requires discipline

Risk for bureaucracy

Overhead during start-up (and process-maintenance)

Disadvantages of working in processes

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Theory and practice

In theory there is no difference between theory and practice.

In practice there is always a difference.

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IT Infrastructure Library (ITIL)IT Infrastructure Library (ITIL)

1-3 ITIL Overview

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Introduction ITIL

Information Technology Infrastructure Library

ITIL is a methodology describing the design and implementationof processes for IT-management, based on best practices

ITIL is focused on effective en efficient managing of IT-services

ITIL is a set of books

Documentation of best practice for IT Service Management (ie

Management ofServices to meet the Customers requirements)

Series of books giving guidance on the provision of quality IT services,and on the accommodation and environmental facilities needed to

support IT

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History

From 90s CCTA (Central Computer and Telecommunications Agency), a UK

governement agency, developped a framework to optimize ITmanagement.

The main goal is to adapt IT processes and organizations to businessneeds and to increase the IT value for enterprises.

ITILde

fine the whole o

f ITprocesses to improve the quality o

f

management and the whole ofbest practices.

Who develop ITIL ?

OGC = Office ofGovernment Commerce

ITSMF = IT Service Management Forum

BSI = British Standards institute ISEB = Information System Examination Board

EXIN = EXamination INstitute

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Organisation Service Management

Organisation

IT Services

Service

Management

ITIL

Organisation

processes

How

How

How

Why

Why

Why

Business IT-alignment

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IT - Infrastructure

IT-Infrastructure is the whole set of :

- technological components

- system- and application-software

- documentation

- procedures

needed to realise one or more

IT services

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ITIL and processes

ITIL describes a consistent framework of ITactivities

ITIL helps to identify and describe the processes in

an(IT) organisation

ITIL helps to translate the processes into

procedures, working instructions, organisation- androle-profiles

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Advantages of ITIL

Customer Services are more customer focused, agreements about the quality of

services improve the relationship

Services are better described

Quality and costs of IT-services are manageable. The costumer candecide.

Communication will be improved by agreements of contacts.

IT-Department

IT Service is more aimed on business goals.

Management is able to adjust and manage the IT organization

Changes are better under control

A clear frame of reference for internal communication,standardizations en recognition of procedures

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New series : 6 principale elements (1)

Service Support (2001) Service Delivery (2001)

Planning to Implement Service Management (2002)

explains the steps necessary to identify how an organisation mightexpect to benefit from ITIL, and how to set about reaping thosebenefits

ICT Infrastructure Management (2002) Network Service Management, Operations Management,

Management of Local Processors, Computer Installation andAcceptance, Systems Management.

Applications Management (2002)

Software Development Lifecycle, Software Lifecycle Support, Testing

of IT

Services. More detail on Business Change The Business Perspective (2002)

IT service provision, Business Continuity Management, Partnershipsand Outsourcing, Surviving Change and Transformation of businesspractices through radical change.

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Service Support & Service Delivery

Service Support Service Delivery

Service deskService desk

Incident ManagementIncident ManagementProblem managementProblem managementConfiguration managementConfiguration managementChange managementChange managementRelease ManagementRelease Management

Service Level ManagementService Level Management

Availability ManagementAvailability ManagementCapacity ManagementCapacity ManagementIT Service ContinuityIT Service ContinuityManagementManagement

Financial ManagementFinancial ManagementSecurity ManagementSecurity Management

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Code of practice for IT Service Management

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Service support process model

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Service delivery process model

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IT Infrastructure Library (ITIL)IT Infrastructure Library (ITIL)

1-4 Definitions

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Definition (1)

Service Desk

The single point ofcontact within the IT organisation for users of IT services

Incident

Any event that is no part of standard operation of a srvice and that causes, ormay causes, an interruption to, or a reduction in, the quality of that service

Incident Control

The process of identifying, recording, classifying and progressing incidents untilaffected services return to normal operation

Problem

Unknown underlying cause ofone or more Incidents

Problem Management

Process that minimizes the effect on customer(s) of defects in services andwithin the infrastructure, human errors and external events

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Definition (2)

Configuration baseline

Configuration of a product or a system established at a specific point of time,wich captures both the structure and details of that product or system to berebuilt at a later date.

Configuration Control

Activities comprising the control of Changes to Configuration Items afternormally establishing its configuration documents. It includes the evaluation,coordination, approval or rejection ofChanges. The implementation ofChangesincludes changes, deviations, and waivers that impact on the configuration.

Configuration Item

Component of an infrastructure or an Item, such as a Request for Change,

associated with an infrastructure that is (or is to be) under the control ofConfiguration Management. CIs may vary widely in complexity, size and type,from an entire system (including all hardware, software and documentation) toa single module or a minor hardware component.

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Definition (3)

Configuration Management

The process of identifying and defining configuration Items in a system, recording andreporting the status of configuration items and request for change, and verifying thecompletness and correctness ofConfiguration Items.

Change

The addition, modification or removal of approved, supported or baselined hardware,network, software, application, environment, system, desktop build or associateddocumentation.

Change Control

The procedure to ensure that all Changes are controlled, including the submission,analysis, decision making, approval, implementation, and post implementation of the

Change.

Change Management

Process of controlling Changes to the infrastructure or any aspect of services, in acontrolled manner, enabling approved Changes with minimum disruption.

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Definition (4)

Release A collection of new and/or changed Cis wich are tested and

introduced into the live environment together.

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Contacts

CONTACT

Jean-Marc Chevereau

Phone +33 1 69 857825

Fax +33 1 69 857876

15 av du Cap Horn

91 400Les Ulis

France

www.apogee-om.frwww.devoteam.com

DEVOTEAM Group locations

France

DenmarkUnited Kingdom

Germany

Austria

The Netherlands

Belgium

Spain

DEVOTEAM

This document has been prepared

by DEVOTEAM.It is not to be copied or

reproduced in any way wi thout Devoteamexpress permission. Copies of this document

must be accompanied by title, date and this

copyright notice.

Jean-Marc Chevereau

Sept 2004

ITIL-Part1-Introduction

Authors

Date of release

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