ITIL (Information Technology Infrastructure Library)

ITIL definition: ITIL is a set of well-defined guidelines that helps Software professionals to deliver the
best IT services to their customers.

ITIL framework helps in improving project delivery success and managing constant business and IT
change.

Ticketing Tools
ServiceNow, Jira and BMC Remedy: it is nothing but Ticketing Tool , here we will get tickets like
Auto & User tickets and we are working on Incident Management.

It is an ITIL Process, now days all IT Industries are following ITIL Process to
Provide Better services and faster Resolutions to End users by using Different
Managements.
* Where ITIL Technology is using:

1. Cloud services.

2. backup, network security, Data processing and storage, managed print services, IT consulting,
Help desk support, IT Operations etc.

ITIL (Information Technology Infrastructure Library):

*Under ITIL Process again having Different Types of Management Process like:
1. Change management
2.Incident management
3.Problem management
4.Major incident management
5.Knowlegde management
* Now a days all support projects are mainly using INCIDENT MANGEMENT to
Provide Better services to customer.

Two Types of Tickets:

1. Auto Tickets
2. User Tickets
 Auto Tickets: tickets are getting directly from servers with help of Monitoring Tools
whenever server exceeds threshold value. (Nagios, datadog, Dynatrace, splunk - etc)
User Tickets: customers are whoever using applications when they are facing any issues they
will raise tickets.

 Both having Different SLA’s, User Tickets raised by End users and Auto
Tickets will be Automatically Logged through Automation tool when any
server/Applications having any issues.

Priority Tickets:
P1 Tickets(Critical): Production server/app down, ack immediately and resolve
in 4hrs.
P2 Tickets(High): Services affected on Production, ack in 30mins and resolve in
24hrs.
P3 Tickets(Medium): (Multiple users/ no services affected), ack in 7hrs and
resolve in 7days
P4 Tickets(Low): (Single user/ no services affected), ack in 1day and resolve in
14days.
SLA(Service Level Agreement)

*Different status of Tickets:

 Open status: (open status means while logging ticket in dashboard ticket
will be reflecting in open status, we need to change the status from
open to work in progress status.)

 Work in Progress: once we acknowledge the ticket, we need to change

the status to work in progress state. (Here SLA will run based on priority
wise)
 Pending/Hold customer status: if you are waiting for user’s update then
mention the same in comments and put it on “Pending/Hold” (Here SLA
will stop)
 Resolved: once the issue has been fixed, then change the status to
Resolved.
 Closed status: once ticket resolved, ticket automatically get closed in 1
or 2 days.
* History of ITIL:
# In 1990 ITIL was Established.

# ITIL was introduced in North America.

# Initially it came with V2 version, V3 and ITIL V4.

*Features of ITIL :

Here are some important features of ITIL

One language/terminology.

ITIL is a means to deliver a consistent quality.

Focus on IT. However, it is just not only suitable for IT.

Existing activities and how to optimize them.

Related process and tasks (roles).

* ITIL FRAME WORKS PROCESS:

The ITIL Framework process contains the following stages:

Service Strategy, Service Design, Service Transitions, Service Operations and Continual Service
Improvement.

Incident Management:

If any abnormal issues reported on server, we treat it as an Incident.

The objective of Incident Management is to manage the lifecycle of all incidents.

It also makes sure that services are returning back to the IT service to users as fast as possible.

Problem Management:

If any incident occurring repeatedly on server, then we can call it as Problem. For problem we need
to find the RCA(Root Cause Analysis). Then do permanent fix. (Problem ticket created by OCC Team).

Change Management:

Change management activity controls the lifecycle of all the changes with minimum disruption to IT
services. For any type of configuration changes, OS updates, Hardware replacements we need
change approvals. We need to create a CR(change request).

Standard change: any type of OS installation, uninstallation

CR -> peer review -> Tech Approvals -> Client/Biz approval -> now we can perform the change

Normal change: Hardware replacements, any type of configuration changes.

CR -> peer review -> Tech Approvals -> Client/Biz approval -> CAB Approval

Emergency change: for any kind of production related servers hardware replacements, configuration
changes we need Emergency change.

CR -> peer review -> Tech Approvals -> Client/Biz approval -> mail to CAB team for approvals ->
perform the change-> next CAB Approval

* Where ITIL Technology is using:

1.Cloud services.

backup, network security, Data processing and storage, managed print services, IT consulting, Help
desk support, IOT etc.

* History of ITIL:

# In 1990 ITIL was established.

# ITIL was introduced in North America.

# Initially it came with V2 version, V3 and ITIL V4

*Features of ITIL:
Here are some important features of ITIL

One language/terminology.

ITIL is a means to deliver a consistent quality.

Focus on IT. However, it is just not only suitable for IT.

Existing activities and how to optimize them.

Related process and tasks (roles).

* ITIL FRAME WORKS PROCESS:

ITIL Process

The ITIL Framework process contains the following stages:

Service Strategy, Service Design, Service Transitions, Service Operations and Continual Service
Improvement.
*Incident Management:

The objective of Incident Management is to manage the lifecycle of all incidents.

It also makes sure that services are returning back to the IT service to users as fast as possible.
Change Management:
Change management activity controls the lifecycle of all the changes with minimum disruption to IT
services.

MAJOR INCIDENT MANAGEMENT:

PROBLEM MANAGEMENT:

Service request vs Change request:

service request = request by standard users via service desk and is usually a fulfilled through
Request fulfillment
Change requests = requests for modifications required in any part of the Services (Service
management systems or underlying systems and components)

Analyzing Ticket Description:

 Application Name.
 Ticket Priority
 Application Error
 Ticket urgency, Impact
 Ticket came from which monitoring Tool and is it user ticket or Auto Ticket.

How we can verify Is it a truly P1 ticket or False Ticket.

1. Check is it True alert or false alert.

2. Check user ticket or Auto Ticket.

3. Try to access Respective main URL.

4. If you find main URL is down or not able to access try to validate Sub URL's.

5. Is it Normal Application or , Mission critical Application.

6. How many users Affected and is it Global or just offshore locations.