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ITIL V3
ITIL is a best practices framework
ITIL helps in bridging the customer expectation & services offered.
ITIL is all about IT service lifecycle management
ITIL is for
IT service providers
IT directors
Business Managers
Technical Leads
Engineers
Sourcing Strategies
In Sourcing - Inhouse
Co Sourcing some inhouse & some out house
Outsourcing utilizing resources of external organization
Partnership/Multi-sourcing outsourcing to multiple organizations
Outsourcing Categories-
BPO Business Process Outsourcing
KPO-Knowledge Process Outsourcing
ASP Application Service Providers
While implementing ITIL, you should have a proprietary methodology & ITL as well.
Service Providers
Internal Service Providers IT Dept. dedicated to single Business Unit
Share Service Providers
External Service Providers
ITIL Benefits
Increased user & Customer Satisfaction Improved Service Availability Financial Saving Improved time to market Improved Decision Making & Optimized risk
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Enterprise Governance
Corporate Governance Transparency & Accountability
Corporate Compliance
IT Governance Sustains & extends business objectives
IT Compliance IT security & Quality
IT Service Management
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ITIL V3 Framework
Service Strategy
Service Design
Service Transition
Process & Roles
Service Operation Process & Roles
Service-
Meeting customer satisfaction is the aim of service
Service is a means of delivering value to customers by facilitating outcomes
Which customers want to achieve without ownership of specific costs & risks.
IT Service Providing Organization
*facilitates Outcomes
*certain services
Service Management
Capabilities Functions & Process
Capabilities - Set of special original capabilities for providing, Value to the customers in the form of
services.
Functions - Team or group of people & tools they use to carry out one or more processes.
Responsible for specific outcomes Self contained units with resources Defined roles & responsibilities
Role: Responsibilities, activities, authorities granted to a team.
Process: Set of activities designated to accomplish a specific task
Process ModelInput -> Process ->Output
ITIL V3 has defined only 2 process models
Incident Management
Change Management
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Norms
Define certain conditions that results should meet
It introduces quality aspects of the processes.
Process characteristics
Its measureable It delivers specific results Primary results & delivered to stake holders It responds to specific events
Why do we measure a process?
To check the effectiveness of the process To compare of what has actually been done To identify & implement improvements within the process
Process owner
Ensure that process is performed as agreed & as documented meeting aims
Process design & documentation Maintenance & improvement Defining KPI Addressing issues Line management
Process is a subset of service
Service Owner
Responsible to customer for initiation, transition & maintenance support
Primary contact
Service delivery meeting required
Service improvement
Liaise with process owners
Service monitoring & reportingAccountable to IT director
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Suppliers & Vendors
Supplier 3rd party responsible for supply of goods or services required by the service provider to
deliver services.
Contract A legally binding agreement between two or more parties to supply goods or services.
Service Strategy
Service value
Service utility, warranty & effect
Service Assets & value create process
Processes
Service Portfolio Management
Demand Management
Financial Management
Service Strategy- service we offer & to whom
Create value for customers Capture value for customers Make use of strategic investment Service quality Efficiently allocate resources across portfolio of services.
Service Value
Definition & differentiation of value in customers mind
Extensive dialogue with customer
Prior experience with same of other customers
Utility & warranty
Together they create value of service
Utility-what it does
what customer gets
functionality
Fit for the purpose
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Warranty-
How he gets
Is it available
Does it have capacity
Is It secure
Is it with enough crisis management
Availability / capacity / security / continuity
Fit for use
Demand management Pattern of Business Activity
Is to understand the workflow
How is it we are getting the workflow
What is the chance of upgrading the workflow
Then
Either modify SLA
Increase resources
Understand the customers requirement for the services & how these vary over the business cycle
Provide enough capacity to meet the demands.
Ensure warranty & utility we offer matches the customers needs.
Pattern of business Activity PBA
Workload of one or more business activity varies overtime changing business needs customer assets
generate PBA.
User profiles
Core Services
Delivers basic outcome desired by the cutomers.
Supporting Services
Add on services
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Service Portfolio Management
It is the method of IT services
Value mapping is the goal of the portfolio management
Services are in 3 states at any point of time
-Developing
-Live
-Expired
To analyze
1. Strengths2. Weaknesses3. Investment technology + hiring4. Effective resource management5. Pricing models
Resources & capabilities
Value Mapping
Business Services Business Processes
ERP
Procurement
Asset Management
HR Management
Finance Management
CRM
Roles
BRM - Markets Service
Product Manager Creates Service
Service OwnerService Portfolio
1.Service Pipeline
2.Service Catalogue
3. Retired Services
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SPM is a dynamic method for governing investments in service management across enterprise &
managing them for value.
Service Assets
Capabilities Resources
Management Financial Capital
Organization Infrastructure
Processes Applications
Knowledge Information
People People
Service Catalogue Management
It includes live IT services including those available for deployment
Service Catalogue Management
1. Visible to the CustomerBusiness Service Catalogue- It provides Business Value.
2. Visible to the Support TeamTechnical Service Catalogue
Business Service Business Process
ERP Procurement
Catalogue Categorization
Role: Service Catalogue Manager
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Service Design
4 Ps of Service Design
1. People2. Process3. Products4. Partners
People Roles & Responsibilities
RACI Model
R- Responsible
A-Accountable
C-Consulted
I-Informed
Ex.
Activities Sql Manager Server Team Shift In-charge Stake Holder DBA Customer
Patch
Deployment
R R A C C I
There should be always only one A in RACI Model for any activity.
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Service Level Management
Objective: Define, document, agree, monitor, measure, report & review level of IT services provided.
Improve relationship & communication
Specific/ measurable targets/ unambiguous expectations
Monitor & improve customer satisfaction
Cost justifiable protection
Measures to improve your services
Activities of SLM manager
Define SLA Framework including SLR (Service level Requirement). Monitor Service performance against SLA & reports
Subject & Objective metrics
Measure & improve customer satisfaction via service improvement plan. (SIP) Review & Revise underpinning contracts, service scope, SLA. Ensure Voc Voice of Customer is addressed. Assess Changes Ensure that current & future requirements are documented
Consumer / User
SLA Frameworks
1. Service Based SLA SLA associated with a service2. Customer Based SLA SLA associated with Business Unit3. Multi Level SLA- corporate, Customer, & Service.
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Availability Management
Reliability, Maintainability, & Serviceability.
Availability Planning
Advice & Guidance
Determining Design maintenance availability
Diagnosis & Resolution
Change Assessment
Availability
--> Reliability
---->Resilience
------>Fault Tolerance
Reliability
MTBSI- Mean Time Between two Service Incidence. MTBF- Mean Time Between two Failures.
Maintainability
MTTRS- Mean Time to Restore ServiceServiceability
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Capacity Management
Maintain Capacity Planning
Monitor PBA
Undertake tuning Activity
Diagnose & Resolve
Change Assessment
Proactive Measures
Sub-processes of Capacity Management
1. Business Capacity Management2. Service Capacity Management3. Component Capacity Management
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Information Security Management
Objective
To protect interests of those relying on the information To protect the system & communication that delivers the information Basically aligning IT Security with business Security
Types of Data
Confidential Data
Protected Data
Public Data
Security Policies
Security Controls
4 criterias of Information Security Management
Security Manager
Information Security Management Process
Framework consists of ISP & Security Control.
1. Define ISP Information Security Policies build up.2. Design Security Control.
Roles - Security Manager
Develop, publicize ISP,
Design Security Control,
Security breaches,
Change Assessment,
Security Tests,
Focal point for all Security issues.
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IT Service Continuity Management
Availability management is more oriented towards individual components
Objective
Supports overall BCM process
Ensures that required IT technical & service facilities be resumed with required & agreed business time
scales
Objective
Maintain continuity & IT recovery plans
BIA & risk management
Conduct Risk Assessment & Management
Advising on Service Continuity
Change Assessment
Negotiate with suppliers
Communication recovery option
Manual work around
Reciprocal arrangement-shifting business to other organization(doing the same business) 3rd
party 72hrs
Gradual recovery cold stand by
Intermediate recovery-warm stand by 24hrs to 72hrs
Fast recovery hot stubs up to 24 hrs
Immediate recovery- in couple of hours
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Supplier Management
Objective
Ensures suppliers & services they provide are managed to support the IT service Targets
Role- supplier Manager
Responsibilities
Obtain value for money
Ensure under pinning contracts are aligned to business needs
Negotiate & agree contracts
Change Assessments
Maintain supplier & contract database (SCD)
Assist in development & review of Sla
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Challenges
Ensuring people follow the process Inadequate or complex configuration management system (CMS) Business pressures Just Do It
Configuration Item CI- anything that needs to be managed in order to deliver an IT service
IT Service (Logical)
H/W
S/W
Building
People
Process document/ SLA
CI
Subject to change management control
Entire service or a component
Vary on complexity, size, & type
Grouped & managed together
Configuration Management System CMS
CMS is controlled by Service Asset & configuration Management SACM process
Database CMDB configuration management database Eg. Topaz
Stores
Relationship
Incidents
Problems
Known errors
Owner
Sl #
Service Database
Hostname
IP
RFC
Incident Ticket #
Problem Ticket #
Expiry
Known errors
CI could be associated with Availability document or capacity document.
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Service Asset & Configuration Management
Model is required for the following
To assess the impact of-incidents
-problems
-proposed changes
* To Plan-new changes in the service
-release & deployment packages
* Asset utilization
Objective
Goal provide a logical model of IT infrastructure correlating IT services & different IT components
needed to deliver IT Services.
CI Categories
1. Service life cycle CI eg. SP, SLP, core Service Package2. Service CI - H/W, S/W, People3. Organization CI4. Internal CI5. External CI
Role-Service Asset & configuration Manager
Policies & standards
Standardize CI
Uniquely identify CIs
-Naming conventions
-Data types
-Versions etc
Housekeeping of CMDB
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Definitive Media Library (DML) - used by release & deployment teams
StoresMaster copies of all s/w assets
Inhouse/external s/w
Scripts/code
Management tools/ applications
Licenses Environment Test & Live both.
Release & Deployment Management
Objective
Release & Deployment plans-Release package
-known dependencies
Knowledge transfer Ensure minimal unpredicted impact on IT service
Release types
Big bang / phased rollout Push / pull Automation / manual
Release & Deployment consideration
-SDP Service Design Phase compliance
-Automate
-Back out
-Document
Roles
Release package & build manager
Build
Test
Report known errors / workarounds
Final implementation & sign off
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Deployment Manager
Final Delivery
Feedback
Knowledge Management
Process responsible for gathering, analyzing, storing & sharing knowledge & information within an
organization.
Enable the service provider to be
-more efficient
Improve QOS
Increase satisfaction
Reduce costs
Knowledge management purpose- right information is delivered to appropriated place or person at the
right time to enable informed decisions
DIKW model
Wisdom
Knowledge
Information
Data
Service Knowledge management System (SKMS)
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Service Operation
Event Management
Is the ability to detect events, make sense of them & determine appropriate control action.
Event Management provides a way of comparing actual performance & behavior against stands & SLA.
Definition: an alert or notification created by an IT service, CI or monitoring tool.
Eg. Batch job is completed or CPU usage has reached more than acceptable level.
Roles
Role of Technical & application management
During service Design,
During service Transition, &
During Service operation.
Incident Management
Objective
Restore normal service operation as quickly as possible & with minimum adverse affect
Incident
An unplanned interruption to an IT Service or reduction to QOS
Any event that could affect an IT service in future
Important Note:
All events are not incidents An incident never becomes a problem
Business Value Benefit
Quicker incident resolution Improved Quality Reduced support cost
Highly visible to business First process to be implemented
Key metrics to judge IM processes
*total no. of incidents
Size of incident backlog
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FTR first time resolve by Service Desk
No. & % of major incidents
No. & % of incidents assigned correctly.
Roles
Incident Manager
Super User
1st
line support
2nd
line support
3rd
line support
Challenges
Ability to detect incidents as quickly as possible Ensuring all incidents are logged Ensuring previous history is available Integration with CMS, & KEDB Known error database
Service Request
Request fulfillment
Channel for users to request & receive standard service Assist in general information, complaints & comments.
Objective
A request from a user for information or advice for a standard change
Request model
Self help
Roles
Naturally dedicated staff
Service desk staff
Incident management staffService operation teams
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Problem Management
Objective
Is process responsible for managing lifecycle of all the problems
To prevent problems & resulting incidents from happening
To eliminate recurring incidents
To minimize impact of incident that cannot be prevented
One or more incidents (a problem can cause one or more incidents)
Workarounds: are developed
Known error: incidents root cause know is KE
KEDB: known error database
Reactive Problem Management Proactive Problem Management
Roles
Problem Manager
Swift resolution of problems Ownership & protecting KEDB Gate keeper for inclusion of known errors Major problems review & documentation
Technical support group
Access Management
Subset of Security & availability management
Granting authorized users right to use a service Preventing access by non-authorized users
Is therefore execution of policies & action defined in SLA
ActivitiesRequest access
Verification
Providing rights
Monitoring identity status
Logging & tracking access
Removing or restricting rights
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Roles
SD required for access of service
Technical & application Manager
During SD, ST, & SO
IT Operation Management
Functions
Service Desk
Primary point of contact Handles all incidents service requests, standard changes Uses specialized software tools to log & minimize all such events
Types of SD
1. Local AD2. Centralized SD- to all customer sales3. Virtual SD4. Follow the sun5. Specialized SD group eg IVR
Technical Management
Groups, departments or teams that provide technical expertise & over all mgt of IT infrastructure
Custodian of technical knowledge & expertiseTechnical Management typically consists of the following
Server team
Storage team
Network team
Telecom team
Database team
Middleware team
Messaging
IP based telephony
Directory services
Roles
Technical Manager
Technical Architect
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