ITIL Training - Part 1

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IT Infrastructure Library (ITIL)Part 1 - IntroductionCONNECTING BUSINESS &TECHNOLOGY

11/25/20131


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C O N N E C T I N G B U S I N E S S & T E C H N O L O G Y

Devoteam, acteur n1 de lITSM en

Europe

Groupe Devoteam : CA 450M(2008) et 4500consultants, prsents dans 25 pays

Une practice ddie lITSM (CA 70Men 2008, 600consultants) prsente dans 12 pays en Europe

Une offre complte : Consulting ITIL, Expertise, Projetsdintgration, TMA Outils, Support Logiciels/Solutions

1erpartenaire BMC en EMEA, 1erpartenaire HP enFrance, 1erpartenaire CA en France

En France : 300 consultants, 400 projets mens par an


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CIO Priorities

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3

Develop a partnership with business

Rank your top priority for 2009-2010

Propagate processes and tools across the organisation

Fully integrate ITSM tools for better end-to-end performance

Measure and improve performance of business processes

Link ITSM with quality (ISO, Lean 6 Sigma...)

29%

25%

19%

15%

8%

A European wide survey conducted in 2008 by Devoteam Group, whereby the results were obtained from large IT organisations.


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Agenda

Quality, processes, roles

ITIL overview

Definitions

4


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Service and Quality

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

Products :are developed by the supplier and the customer cant change muchabout the quality of the product. De customer judges the product by specificcriteria like colours, size etc. (objective)

Services :based on interaction with the customer. Services cant be judgedpreviously, but only when the are provided. The quality of a service isdepending on the way the supplier and customer manage their relation.

Quality :the level of the service judged by the customer based on demands andexpectations. Quality is the fitness for use.

Business-IT alignment :matching/adjusting the policy of the IT-service providerto the policy of the customer organisation.


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Quality

D P

C A

Turning direction

of the wheel

Quality

improvement

Quality

assurance Quality care1 Plan

2 Do

3 Check

4 Act

2 1

3 4

Deming quality-circle

ITIL

ISO-900X


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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 people in aorganisation, based on behaviours, beliefs,

values, and symbols that they accept, generallywithout thinking about them, and that are

passed along by communication.


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A process is the execution of all activities, necessary to achieve a

predefined 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 of work 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 of human 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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Processus & Outils

Example of ProcessusTechnology synergy : GPS (source Forrester)

Fragmented information

Results based on skills and

integrating capabilities of people

Integrated information on a

graphical screen

Accelerator : a shared design of processes and tools


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Theory and practice

In theorythere is no difference between theory and practice.

In practicethere is always a difference.


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Agenda


ITIL overview

Definitions

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Introduction ITIL

Information Technology Infrastructure Library

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

ITILis focused on effective en efficient managing of IT-services

ITILis a set of books

Documentation of best practice for IT Service Management (ie Management of

Services 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.

ITIL define the whole of IT processes to improve the quality ofmanagement and the whole of best practices.

Who develop ITIL ?

OGC = Office of Government 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-al ignment


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IT - Infrastructure

IT-Infrastructureis the whole set of :

- technological components

- system- and application-software

- documentation

- procedures

needed to realise one or moreIT services


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ITIL and processes

ITILdescribes a consistent framework of ITactivities

ITILhelps to identify and describe the processes

in an(IT) organisation

ITILhelps to translate the processes into

procedures, working instructions, organisation-

and role-profiles


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The ITSM VISION: Align IT with the Business

Customer Services are more customer focu sed, agreements about the quali ty

of serv ices imp rove the relat ionship

Services are better desc r ibed

Quali ty and c osts of IT-services are manageable. The costumer c an

decide.

Communicat ion wi l l be improved by agreements of contacts.

IT-Department

IT Service is more aimed on bu siness g oals.

Management is able to adju st and m anage the IT organizat ion

Changes are better under contro l

A clear frame of reference for internal communicat ion ,

standardizat ions en recogni t ion of p rocedures

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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 might expect tobenefit from ITIL, and how to set about reaping those benefits

ICT Infrastructure Management (2002)

Network Service Management, Operations Management, Management of LocalProcessors, Computer Installation and Acceptance, Systems Management.

Applications Management (2002)

Software Development Lifecycle, Software Lifecycle Support, Testing of ITServices. More detail on Business Change

The Business Perspective (2002)

IT service provision, Business Continuity Management, Partnerships andOutsourcing, Surviving Change and Transformation of business practicesthrough radical change.


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Service Support & Service Delivery

Service Support Service Delivery

Service deskIncident Management

Problem managementConfiguration managementChange managementRelease Management

Service Level ManagementAvailability Management

Capacity ManagementIT Service ContinuityManagement

Financial 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

Agenda


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Agenda


ITIL overview

Definitions

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Definition (1)

Service Desk

The single point of contact 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 until

affected services return to normal operation

Problem

Unknown underlying cause of one or more Incidents

Problem Management Process that minimizes the effect on customer(s) of defects in services and

within 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 after normallyestablishing its configuration documents. It includes the evaluation, coordination,

approval or rejection of Changes. The implementation of Changes includeschanges, deviations, and waivers that impact on the configuration.

Configuration Item

Component of an infrastructureor an Item, such as a Request for Change,associated with an infrastructurethat 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) to asingle 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 of Configuration Items.

Change

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

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 a controlledmanner, 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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Author

Date

Further

Information

Contact

ContactDevoteam Jean-Marc ChevereauPhone +33 1 41 48 48 48 / +33 6 64 48 96 99

Email [email protected]

Country France

www.devoteam.com

Algeria

Austria

Belgium

Czech Republic

Denmark

France

GermanyItaly

Jordan

Luxembourg

Morocco

Netherlands

Norway

Poland

Russia

Saudi Arabia

Spain

Sweden

Switzerland

TunisiaTurkey

United Arab Emirates

United Kingdom

Devoteam Group

This document is not to be copied or reproduced in any way without Devoteam express permission.

Copies of this document must be accompanied by title, date and this copyright notice.

Jean-Marc Chevereau

Janvier 2010
http://www.devoteam.com/http://www.devoteam.com/

ITIL Training - Part 1

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