itilv3servicedesign20081020-1232122441086785-3

Procept Associates Ltd – Presentation for CIPS Toronto, 2008/10/20

Information Technology Infrastructure

Library (ITIL®) Service Design

•10/20/2008 •1

About myself

Elizabeth Barclay

Managing ITSM Consultant

1234 Kingston Road, Suite 125

Toronto Ontario M1N 1P3 Canada

Tel 416-693-5559

www.procept.com

[email protected]

2•10/20/2008


What is ITIL®?

� A framework of business processes for managing IT

organizations

� V1: 1989, V2: 2001, V3: 2007

� High level, scalable, lifecycle based

� Basis of ISO standard 20000:1 and 20000:2

� Requires localization

3

Information Technology Infrastructure Library

•10/20/2008

ITIL in a nutshell

� Basically, ITIL® is about

� Working to constantly seek improvements in the quality and

cost of Services.

� Identifying the activities that need to take place.

� Organizing Activities into Processes.

� Setting the Processes within a Lifecycle.

� Managing by “Service” not “Server”

� Translation: Manage by what the Business needs and what

User sees, not the components

4•10/20/2008


The ITIL® Service Lifecycle

� Strategy

� Deciding what to do

� Design

� Business Analysis

� Service Requirements to

Component design

� Transition

� Build, test, deploy

� Operations

� Deliver, maintain

5

� Continual Improvement

� Planning, managing and

supporting justified changes.

•10/20/2008

Service Design Processes

� Service Catalogue

� Service Level Management

� Availability Management

� Capacity Management

� Continuity Management

� Supplier Management

� Output: Service Design Package

�* indicates a process which operates

across the Lifecycle.

People

Process

Products /

Technology

Partners /

Suppliers

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Service Catalogue

� Inputs

� Strategy


� Continuity Management

� Outputs

� Service Descriptions to Service Level Mgmt and Continuity

� Service dependencies to SA & Configuration

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Service Level Management

� Inputs� Strategy


� Outputs� Service Level Agreements

� Operational Level Agreements

� Underpinning Contract

•10/20/2008 •8


Availability Management

� Ensuring that availability

targets in all areas are

measured and achieved - 4

Ps

� Inputs:

� SLAs

� Technical information on

components

� Outputs

� Availability Plan

� Design criteria�VBF – Vital Business Function

•10/20/2008 •9

Capacity Management

� Increasing levels of detail.

� Start with Business Requirements

� Translate into Service Requirements

� Finish with technical requirements for Components.

� Inputs:

� SLAs

� Technical design for components

� Outputs

� Capacity Plan

� Design criteria

•10/20/2008 •10


IT S

erv

ice

Co

nti

nu

ity

Ma

na

ge

me

nt � IT Service Continuity Planning

is part of overall Business Continuity Planning.

� Strategy is driven by business requirements.

� ITIL Design and Transition

� Planning

� Implementing

� ITIL Operation

� Ongoing maintenance

� Training

� Awareness

� Review

� Invocation

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Security Management

� ISO/IEC 18028-5:2006: Information technology -- Security techniques -- IT network security -- Part 5: Securing communications across networks using virtual private networks

� ISO/IEC 17799:2005: Information technology -- Security techniques -- Code of practice for information security management

� ISO/IEC 27001:2005: Information technology -- Security techniques -- Information security management systems -- Requirements

•10/20/2008 •12


Supplier Management

Supplier &

Contract Database

(SCD)

Evaluation of new

suppliers & contracts

Supplier

categorisation &

maintenance of SCD

Establish new

suppliers & contracts

Supplier & contract

management &

performance

Contract renewal

and/or termination

Supplier

reports and

information

© Crown copyright 2008. Reproduced under licence from OGC

Supplier strategy &

policy

Service Design

Figure 4.30

Supplier

Management

process

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Service Design Outputs

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Qualification Scheme

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Questions?

16

?

•10/20/2008


More Information

� Office of the Government Commerce (OGC)

� www.itil.co.uk

� Information Technology Service Management Forum

(itSMF)

� www.itsmf.com

� Procept Associates Ltd

� www.procept.com

� [email protected]

17•10/20/2008

ITIL® V3 Phases and Processes

� Continual Improvement

� 7 Steps

� Strategy (3)

� Finance

� Demand

� Portfolio

� Design (7)

� Availability

� Capacity

� Continuity


� Security


� Supplier Management

� Transition (7)

� Transition Support &

Planning

� Knowledge Management

� Service Asset &

Configuration

� Change

� Release & Deploy

� Evaluation

� Service Validation &

Testing

� Operation (4)

� Event

� Incident

� Request

� Access

� Problem

18

� Functions

� Service Desk

� IT Operations

� Technical Mgmt

� Application Mgmt

•10/20/2008

itilv3servicedesign20081020-1232122441086785-3

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