itil pdf

IBM Global Services

Information Technology Infrastructure Library

ITIL Overview

Terence Okus, IBM Corporation2007

IBM Global Services

ITIL Overview

IBM Global Services

Agenda

Introduction of the ITIL LibraryWhat is ITILWhy is ITIL such a success?What are the benefits?Where to get more information

IBM Global Services

ITIL Overview

IBM Global Services

What is ITIL?

ITIL stands for IT Infrastructure Library

Public domain framework of IT management best practices originating from the UK government in the late 1980’s (The “OGC” is the Office of Government Commerce)

Further developed by incorporating public and private sector “best practices” (IBM made significant contributions)

ITIL is a library of books that document industry accepted best practices for IT Service, Infrastructure and Application Management (considered a de facto standard in the area of Service Management)

ITIL is an excellent starting point from which to adopt and adapt best practices for implementation in a unique environment

IBM Global Services

ITIL Overview

IBM Global Services

ITIL Implementation: Adopt and Adapt

ITIL describes what needs to be done but not how it should be done.

ITIL does not define:Every role, job or organization designEvery tool, every tool requirement, every required customizationEvery process, procedure and task required to implement

ITIL does not claim to be a comprehensive description of everything within IT, but IT management “best practices” observed and accepted in the industry.

Adopt ITIL as a common language and reference point for IT Service Management best practices and key concepts.

Adapt ITIL best practices to achieve business objectives specific to each company.

IBM Global Services

ITIL Overview

IBM Global Services

It all began with the most common questions asked by IT managers worldwide:

How do I align IT services with business objectives?

How do I lower the long term costs of IT services?

How do I improve the quality of IT services?

IBM Global Services

ITIL Overview

IBM Global Services

Genesis: “In the beginning…”

The British government asked the CCTA to structure the IT organizations of the British government agencies according to industry best practicesThey commissioned a study to find out “what is the best way to align IT with business objectives, lower costs and improve qualityThe results of the study were published as a library of books entitled the Information Technology Infrastructure LibraryitSMF was born as a user group focused on best practices in IT management centered on ITIL

IBM Global Services

ITIL Overview

IBM Global Services

The library of books describe best practices in IT management

They provide:Guidance to align IT services with the requirements of the business A common language for IT and the business A framework, not a methodologyA vendor neutral set of best practices Guidance, not a step by step how-to for an organization to implement IT Management processes

More than just a process model:Guidance on planning and implementationSuggested staff, role and skill requirementsSuggested education and training Descriptions of tools featuresExample policies and procedures

IBM Global Services

ITIL Overview

IBM Global Services

ITIL defines a three tiered structure of Certification training

Essential (2 days) Service Level Manager (5 days)

Change Manager (5 days)

Service Support (5 days)

Service Delivery (5 days)

Practitioners (9 certificates)

Service Manager

1 hour Multiple choice 1 hour Multiple choice

3 hour examination (essay form)

3 hour examination (essay form)

In course assessment

Prerequisites form assessed by Examination Board

Foundations

(Know list of Basic Concepts)

IBM Global Services

ITIL Overview

IBM Global Services

Awareness campaigns

Workgroups to enhance and develop

new insights

Magazines and book reviews

Seminars and workshops

http://www.itsmf.com/

The itSMF is a world wide user group with branches in several countries and proactively encourages knowledge sharing among its members

IBM Global Services

ITIL Overview

IBM Global ServicesMany of the books have been revised in the last 3 years. Version 2 of the the ITIL framework consists of a series of books that document industry best practices in IT Services management.

The business

The technology

Planning to implement service management

Application management

The business

perspective

ICT Infrastructure management

Service management

Service delivery

Service support

Security management

IBM Global Services

ITIL Overview

IBM Global Services

Most people think of ITIL as Service Support, but the increasingpopularity of ITIL should be leveraged against a broader spectrum of services

The business

The technology



The business

perspective


Service management

Service delivery

Service support

Security management

The business

The technology



The business

perspective


Service management

Service delivery

Service support

Security management

• Not Published (4/2004)

• Draft being reviewed (IBM’ers on review team)

• Manage the Business Value• Align Service Delivery with Business Strategy• Drivers and Organizational Capability• Application Lifecycle Management• Organization Roles and Functions• Control Methods and Techniques

• Design and Plan• Deployment• Operations• Technical Support

• IT Infrastructure Security Management

• Security setup from the IT manager's point of view

• Service Level Management• Availability Management• Capacity Management• Financial Management for IT Services• IT Services Continuity Management

• Service Desk• Configuration Management• Incident Management• Problem Management• Change Management• Release Management

• What is the vision?• Where are we now?• Where do we want to be?• How do we check our milestones?• How do we keep momentum?

Software Asset ManagementSoftware Asset Management

• Organization & Roles• Process Overview• Tools & Technology• Partners and SAM

IBM Global Services

ITIL Overview

IBM Global Services

Service Support Service Delivery

Concerned with ensuring that the Customer has access to the appropriate services to support the business functions.

• Service Desk (a function, or department)

Incident Management

Problem Management

Change Management

Release Management

Configuration Management

Service Support is the most widely used book because it addresses the improvement of service operations.

Determines what service the business requires of the provider in order to provide adequate support to the business Users.

Service Level Management

Availability Management

Capacity Management

IT Service Continuity Management

Financial Management for IT Services

IBM Global Services

ITIL Overview

IBM Global Services

Service Management focuses on the operational and tactical processes required to support and deliver any IT service

Service Desk

Config

Incident

Problem

Release

Change

Service ManagementService Delivery Service Support

SLM

Availability

Capacity

ITSCM

FMITS

Resolve incidents as they occur

Identify root causes of incidents and submit RfC’sto remove them

Single Point of Contact for users of IT Services

Ensure standard methods and procedures are used from the RfC to the PIR

Manage major hardware and software releases as part of effective change management

Manage technical information regarding the version, status, ownership and relationships among IT assets.

Define what services and service levels will be supported and delivered

Ensure the greed services are available at agreed levels

Ensure agreed services have the required and agreed to capacity

Ensure agreed to services can recover after a disruption as a part of business continuity management

Budget, account and optionally charge for IT services

IBM Global Services

ITIL Overview

IBM Global Services

Service management is divided between Service Support …

Configuration management database

Management tools

IncidentsIncidents Service

desk Changes

Release

IncidentsQueries

Enquiries

CommunicationsUpdates

Workarounds

Service reportsIncident statistics

Audit reportsProblem statistics

Trend analysisProblem reportsProblem reviewDiagnostic aidsAudit reports

Change scheduleCAB minutes

Change statisticsChange reviews

Audit reports Release scheduleRelease statisticsRelease reviews

Secure libraryTesting standards

Audit reports

CustomerSurveyreports

CMDB reportsCMDB statisticsPolicy standards

Audit reports

The business, customers and users

Incidents ProblemsKnown errors Changes Releases CI’s

Relationships

Problemmanagement

Releasemanagement

Configuration management

Change management

Incidentmanagement

Five operational processes and one function / department

IBM Global Services

ITIL Overview

IBM Global Services

…and Service Delivery

SystemManagement

tools

QueriesEnquiries

CommunicationsUpdatesReports

SLAs, SLRs, OLAsService reports

Service catalogueSIP

Exception reportsAudit reports

The business, customers and users

Service level management

RequirementsTargets

Achievements

Availability management

Capacity management

Financial management for

IT services

IT servicecontinuity

management

IT continuity plansBIA and risk analysis

Requirement definitionControl centresDB contracts

ReportsAudit reports

Financial planTypes and modelsCosts and charges

ReportsBudgets and forecasts

Audit reports

Capacity planCDB

Targets/thresholdsCapacity reports

SchedulesAudit reports

Availability planAMDB

Design criteriaTargets/thresholds

ReportsAudit reports

Alerts and ExceptionsChanges

Five tactical processes

IBM Global Services

ITIL Overview

IBM Global Services

Important Concepts – Service Support

• Incidents• Reactive• Service Requests

Incident Management

• Proactive• Root cause of

related incidents• When understood,

becomes a Known Error

Problem Management

• Any change to a CI• “standard” or

preapprovedchanges

• CAB

Change Management

• Large or bundled changes planned, designed, built and tested together

• Subject to change management

Release Management

•Hardware•Software•Related documentation•Relationships between CIs•Managed Elements of a service•CMDB

Configuration Management

IncidentIncident ProblemProblem ChangeChange ReleaseRelease

ConfigurationItem

ConfigurationItem

Service Desk

• Single Point of Contact for users of IT Services

IBM Global Services

ITIL Overview

IBM Global Services

• Service catalog• SLA’s• OLA’s & UC’s• SLAM

Service Level Management

ServiceService

• Budgeting• Accounting• Charging

FinanceFinance

•Reliability•Maintainability•Serviceability•Reliability•Resilience

AvailabilityAvailability

•Business capacity•Service capacity•Resource capacity

CapacityCapacity

• Business continuity• Threats• Vulnerabilities• Risks

Continuity Continuity

IT Customer

Important Concepts –Service Delivery

IBM Global Services

ITIL Overview

IBM Global Services

Relationships Between ITIL Components

Application Management

ICT Infrastructure Management

Service Support

Service Delivery

service leveltargets

applicationreqts

Plan, build, operate a resilient infrastructure

Service Level Agreements

incidents

Manage the portfolio

new services, current service

levels

Operational support for services

service changes

IBM Global Services

ITIL Overview

IBM Global Services

What are some of the the best practices?

There are IT Management Best PracticesIT should focus on supporting and delivering servicesThat in order to support or delivery any IT service, there a defined set of base processes that are requiredImplementation or “getting there” requires phasesIt is a best practices to have a well managed Service DeskIt is a best practice to have a well defined incident management process “Configuration, change, problem etc”It is a best practice to have the process requirements determine tool requirementsProcesses should be enterprise in scopeProcesses should have ownersProcess roles should be well definedProcesses should be adhered toSeparation of Incident and problem processes and resources

IBM Global Services

ITIL Overview

IBM Global Services

Why is ITIL Important?

InfrastructureCurrent Portfolio

New Development

Infrastructure

Current Portfolio

New Development

$$

ITIL services are the key to understanding how well IT is being utilized and the extent to which the IT function is meeting its service level commitments.

Key ITIL Benefits:

• Redirected Support Costs

• Improve Customer Service

• Lower TCO

• Improve Predictability of IT Costs and Chargebacks

• Facilitates Outtasking / Outsourcing Operations

Current Infrastructure Optimized Infrastructure

Need for an IT Management ProcessConnect all the pieces of systems management Mature into service management

Represents best practices in the industryVendor neutralConsistent concepts and terminology

IBM Global Services

ITIL Overview

IBM Global Services

Outside specialists are key to the success of ITIL projectsby overcoming the typical causes of failure and reduced ROI

Meta Group Research on self implementation of ITIL has shown that: Most IT operational groups already have large lists of improvement activitiesSuch groups are already resource-constrainedTraditionally, when process development activities were initiated, they were done as "the right thing to do", but with insufficient regard for resource management, ownership levels and ROI expectations

Although many process improvement activities realize some improvement goals (e.g., the development of a change advisory board), more than 70% of process improvement activities do not yield a definable ROI, with 30%+ never reaching formal completion. Meta Group estimates that self implementation of ITIL best practices may cost 55% more than anticipated due to inefficiencies brought on by inexperience

Recent reports from Remedy and other industry sources have shown that some process implementation projects have taken as long as 4 years. Implementation best practices dictate using a proven method with experienced method practitioners

Companies that have attempted to implement ITIL have experienced ROI that has ranged from saving 10-40% of the yearly infrastructure costs to having the entire effort produce nothing tangible at all but turn into low level tactical projects with no discernablestrategic value. Expert advice from experienced consultants can help avoid the common causes of ROI dilution.

IBM Global Services

ITIL Overview

IBM Global Services

Who needs ITIL?

Desire to align IT with business objectivesDesire to lower the long term costs of IT Service ProvisionDesire to improve the quality of IT ServicesNew business applicationNew or change to servicesNew or changes to organization New or changes to processesNew or changes to InfrastructureNew or changes to a tool suite

IBM Global Services

ITIL Overview

IBM Global Services

Keys to successful Implementations

Structured Implementation Method to avoid mistakes, rework and re-directionFocus on business objective – accomplishing something with ITIL rather than “ITIL for ITIL’s sake”Implementation focus clarity: service, infrastructure, process or organizationMaturity Assessment and clearly defined practical objectivesAvoid “Boil the ocean” approachesGovernance Model Guiding PrinciplesPhased Implementation

IBM Global Services

ITIL Overview

IBM Global Services

Knowing best practices does not tell you how to implement best practices

According to Gartner Group 70% of systems management technology implementations fail due to neglect of process and organization considerations. (Gartner)A major reason for the failure of these ESM deployments is the lack of well defined processes within the IT operations group for basic management disciplines such as problem, asset, configuration, change, capacity and service-level management. (Gartner)

SatisfyCustomerRelation-

ships

Manage ITBusiness

Value

Support ITServices andSolutions

Delive

rOpera

tional

Service

s

Manage IT

Assets and

Infrastructure

Provide

Enterpris

e IT

Manag

emen

tSys

tem

Realize

Solutions

Deploy Solutions

SEI CMMSEI CMMITIL

IT Process Model

SatisfyCustomerRelation-

ships

Manage ITBusiness

Value

Support ITServices andSolutions

Delive

rOpera

tional

Service

s

Manage IT

Assets and

Infrastructure

Provide

Enterpris

e IT

Manag

emen

tSys

tem

Realize

Solutions

Deploy Solutions

SEI CMMSEI CMMITIL

IT Process Model

ESMDDIBM’s Enterprise Systems Management Design and

Implementation Methodology covering macro design, micro

design, development and pilot of IT Services or Processes based on ITPM and ITIL Best Practices

Six Sigma and Design for Six Sigma are methods for designing

manufacturing and service-related processes. These

methods are typically used in improvement projects and other

tactical improvement efforts

A.D.E.

The actual benefits of a tool implementation depend on the degree of success in re-engineering its processes. Bottom Line: Research indicates that 70 percent of the ROI derives from process improvements rather than tools. (Gartner)

Reference: Meta Group SMS115, SMS 1103, SSMS 13 Aug 98.721 Addendum, File 721, Gartner SPA-03-5362

IBM Global Services

ITIL Overview

IBM Global Services

OGC - The Office of Government Commerce (includes CCTA)http://www.itil.co.uk/http://www.ccta.gov.uk/

IT Service Management Forumhttp://www.itsmf.com/Htt://www.itsmf.net/http://www.itsmf.ca/

Tools to managehttp://www.tools2manage-it.com/

The examination bodiesCanada: http://www.loyalistc.on.ca/Netherlands: http://www.exin.nl/England: http://www.bcs.org.uk/iseb/ism2.htm

For all your ITIL educationhttp://www.ibm.com/services/learning/ca

If you are interested to find out more about ITIL, here are some helpful references

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