ITILv3 Introduction and

Overview
Tony Brett
Head of IT Support Staff Services
OUCS
 Agenda for the Session
• What is ITIL?
• What about v3?
• Key Concepts
• Service Management & Delivery
• The Service Lifecycle
• The Five Stages of the lifecycle
• ITIL Roles
• Functions and Processes
• Further Learning
• Accreditation
 What is ITIL?
• Systematic approach to high quality IT service
delivery
• Documented best practice for IT Service
Management
• Provides common language with well-defined
terms
• Developed in 1980s by what is now The Office
of Government Commerce
• itSMF also involved in maintaining best practice
documentation in ITIL
– itSMF is global, independent, not-for-profit
 What about v3?
• ITIL started in 80s.
– 40 publications!
• v2 came along in 2000-2002
– Still Large and complex
– 8 Books
– Talks about what you should do
• v3 in 2007
– Much simplified and rationalised to 5 books
– Much clearer guidance on how to provide service
– Easier, more modular accreditation paths
– Keeps tactical and operational guidance
– Gives more prominence to strategic ITIL guidance relevant to
senior staff
– Aligned with ISO20000 standard for service management
 Key Concepts
• Service
– Delivers value to customer by facilitating
outcomes customers want to achieve without
ownership of the specific costs and risks
– e.g. The HFS backup service means that you
as Unit ITSS don’t have to care about how
much tapes, disks or robots cost and you
don’t have to worry if one of the HFS staff is
off sick or leaves
 Key Concepts
• Service Level
– Measured and reported achievement against one
or more service level targets
– E.g.
• Red = 1 hour response 24/7
• Amber = 4 hour response 8/5
• Green = Next business day
• Service Level Agreement
– Written and negotiated agreement between
Service Provider and Customer documenting
agreed service levels and costs
 Key Concepts
• Configuration Management System (CMS)
– Tools and databases to manage IT service
provider’s configuration data
– Contains Configuration ManagementDatabase
(CMDB)
• Records hardware, software, documentation and
anything else important to IT provision
• Release
– Collection of hardware, software, documentation,
processes or other things require to implement
one or more approved changes to IT Services
 Key Concepts
• Incident
– Unplanned interruption to an IT service or an
unplanned reduction in its quality
• Work-around
– Reducing or eliminating the impact of an
incident without resolving it
• Problem
– Unknown underlying cause of one or more
incidents
 4 Ps of Service Management
• People – skills, training, communication
• Processes – actions, activities, changes,
goals
• Products – tools, monitor, measure,
improve
• Partners – specialist suppliers
 Service Delivery Strategies
Strategy Features
In-sourcing All parts internal
Out-sourcing External resources for specific and
defined areas (e.g. Contract cleaners)
Co-Sourcing Mixture of internal and external
resources
Knowledge Process Outsourcing Outsourcing of particular processes,
(domain-based business expertise) with additional expertise from provider
Application Outsourcing External hosting on shared computers
– applications on demand (e.g. Survey
Monkey, Meet-o-matic)
Business Process Outsourcing Outsourcing of specific processes e.g.
HR, Library Circulation, Payroll
Partnership/Multi-sourcing Sharing service provision over the
lifecycle with two or more
organisations (e.g. Shared IT Corpus/
Oriel)
The Service Lifecycle
How the Lifecycle stages fit
together
 Service Strategy
• What are we going to provide?
• Can we afford it?
• Can we provide enough of it?
• How do we gain competitive advantage?
• Perspective
– Vision, mission and strategic goals
• Position
• Plan
• Pattern
– Must fit organisational culture
Service Strategy has four
activities
 Service Assets
• Resources
– Things you buy or pay for
– IT Infrastructure, people, money
– Tangible Assets
• Capabilities
– Things you grow
– Ability to carry out an activity
– Intangible assets
– Transform resources into Services
 Service Portfolio Management
• Prioritises and manages investments and
resource allocation
• Proposed services are properly assessed
– Business Case
• Existing Services Assessed. Outcomes:
– Replace
– Rationalise
– Renew
– Retire
 Demand Management
• Ensures we don’t waste money with
excess capacity
• Ensures we have enough capacity to meet
demand at agreed quality
• Patterns of Business Activity to be
considered
– E.g. Economy 7 electricity, Congestion
Charging
 Service Design
• How are we going to provide it?
• How are we going to build it?
• How are we going to test it?
• How are we going to deploy it?
 Processes in Service Design
• Availability Management
• Capacity Management
• ITSCM (disaster recovery)
• Supplier Management
• Service Level Management
• Information Security Management
• Service Catalogue Management
 Service Catalogue

Keeps service information away from business information

Provides accurate and consistent information enabling service-focussed working
 Service Level Management
• Service Level Agreement
– Operational Level Agreements
• Internal
– Underpinning Contracts
• External Organisation
• Supplier Management
– Can be an annexe to a contract
– Should be clear and fair and written in easy-to-
understand, unambiguous language
• Success of SLM (KPIs)
– How many services have SLAs?
– How does the number of breaches of SLA change
over time (we hope it reduces!)?
Things you might find in an SLA
 Types of SLA
• Service-based
– All customers get same deal for same
services
• Customer-based
– Different customers get different deal (and
different cost)
• Multi-level
– These involve corporate, customer and
service levels and avoid repetition
 Right Capacity, Right Time, Right
Cost!
• This is capacity management
• Balances Cost against Capacity so
minimises costs while maintaining quality
of service
 Is it available?
• Ensure that IT services matches or
exceeds agreed targets
• Lots of Acronyms
– Mean Time Between Service Incidents
– Mean Time Between Failures
– Mean Time to Restore Service
• Resilience increases availability
– Service can remain functional even though
one or more of its components have failed
 ITSCM – what?
• IT Service Continuity Management
• Ensures resumption of services within
agreed timescale
• Business Impact Analysis informs
decisions about resources
– E.g. Stock Exchange can’t afford 5 minutes
downtime but 2 hours downtime probably
wont badly affect a departmental accounts
office or a college bursary
 Standby for liftoff...
• Cold
– Accommodation and environment ready but
no IT equipment
• Warm
– As cold plus backup IT equipment to receive
data
• Hot
– Full duplexing, redundancy and failover
 Information Security
Management
• Confidentiality
– Making sure only those authorised can see
data
• Integrity
– Making sure the data is accurate and not
corrupted
• Availability
– Making sure data is supplied when it is
requested
 Service Transition
• Build
• Deployment
• Testing
• User acceptance
• Bed-in
 Good service transition
• Set customer expectations
• Enable release integration
• Reduce performance variation
• Document and reduce known errors
• Minimise risk
• Ensure proper use of services
• Some things excluded
– Swapping failed device
– Adding new user
– Installing standard software
 Knowledge management
• Vital to enabling the right information to
be provided at the right place and the right
time to the right person to enable
informed decision
• Stops data being locked away with
individuals
• Obvious organisational advantage
 Data-Information-Knowledge-
Wisdom
Dat Information Knowledge Wisdom
a - who, what , where? - How? - Why?

Wisdom cannot be assisted by

technology – it only comes with
experience!
Service Knowledge Information
Management System is crucial to
retaining this extremely valuable
information
Service Asset and Configuration
• Managing these properly is key
• Provides Logical Model of Infrastructure
and Accurate Configuration information
• Controls assets
• Minimised costs
• Enables proper change and release
management
• Speeds incident and problem resolution
Configuration Management
System
 Painting the Forth Bridge...
• A Baseline is a “last known good
configuration”
• But the CMS will always be a “work in
progress” and probably always out of date.
But still worth having
• Current configuration will always be the
most recent baseline plus any
implemented approved changes
Change Management – or what we
all get wrong!
• Respond to customers changing business
requirements
• Respond to business and IT requests for
change that will align the services with the
business needs
• Roles
– Change Manager
– Change Authority
• Change Advisory Board (CAB)
• Emergency CAB (ECAB)
• 80% of service interruption is caused by
operator error or poor change control
(Gartner)
 Change Types
• Normal
– Non-urgent, requires approval
• Standard
– Non-urgent, follows established path, no
approval needed
• Emergency
– Requires approval but too urgent for normal
procedure
 Change Advisory Board
• Change Manager (VITAL)
• One or more of
– Customer/User
– User Manager
– Developer/Maintainer
– Expert/Consultant
– Contractor
• CAB considers the 7 Rs
– Who RAISED?, REASON, RETURN, RISKS,
RESOURCES, RESPONSIBLE, RELATIONSHIPS to
other changes
 Release Management
• Release is a collection of authorised and
tested changes ready for deployment
• A rollout introduces a release into the live
environment
• Full Release
– e.g. Office 2007
• Delta (partial) release
– e.g. Windows Update
• Package
– e.g. Windows Service Pack
 Phased or Big Bang?
• Phased release is less painful but more
work
• Deploy can be manual or automatic
• Automatic can be push or pull
• Release Manager will produce a release
policy
• Release MUST be tested and NOT by the
developer or the change instigator
 Service Operation
• Maintenance
• Management
• Realises Strategic Objectives and is where
the Value is seen
 Processes in Service Operation
• Incident Management
• Problem Management
• Event Management
• Request Fulfilment
• Access Management
 Functions in Service Operation
• Service Desk
• Technical Management
• IT Operations Management
• Applications Management
Service Operation Balances
 Incident Management
• Deals with unplanned interruptions to IT
Services or reductions in their quality
• Failure of a configuration item that has not
impacted a service is also an incident (e.g.
Disk in RAID failure)
• Reported by:
– Users
– Technical Staff
– Monitoring Tools
 Event Management
• 3 Types of events
– Information
– Warning
– Exception
• Can we give examples?
• Need to make sense of events and have
appropriate control actions planned and
documented
 Request Fulfilment
• Information, advice or a standard change
• Should not be classed as Incidents or
Changes
• Can we give more examples?
 Problem Management
• Aims to prevent problems and resulting
incidents
• Minimises impact of unavoidable incidents
• Eliminates recurring incidents
• Proactive Problem Management
– Identifies areas of potential weakness
– Identifies workarounds
• Reactive Problem Management
– Indentifies underlying causes of incidents
– Identifies changes to prevent recurrence
 Access Management
• Right things for right users at right time
• Concepts
– Access
– Identity (Authentication, AuthN)
– Rights (Authorisation, AuthZ)
– Service Group
– Directory
 Service Desk
• Local, Central or Virtual
• Examples?
• Single point of contact
• Skills for operators
– Customer Focus
– Articulate
– Interpersonal Skills (patient!)
– Understand Business
– Methodical/Analytical
– Technical knowledge
– Multi-lingual
• Service desk often seen as the bottom of the pile
– Bust most visible to customers so important to get right!
Continual Service Improvement
• Focus on Process owners and Service
Owners
• Ensures that service management
processes continue to support the
business
• Monitor and enhance Service Level
Achievements
• Plan – do –check – act (Deming)
 Service Measurement
• Technology (components, MTBF etc)
• Process (KPIs - Critical Success Factors)
• Service (End-to end, e.g. Customer
Satisfaction)
• Why?
– Validation – Soundness of decisions
– Direction – of future activities
– Justify – provide factual evidence
– Intervene – when changes or corrections are
needed
7 Steps to Improvement
 ITIL Roles
• Process Owner
– Ensures Fit for Purpose
• Process Manager
– Monitors and Reports on Process
• Service Owner
– Accountable for Delivery
• Service Manager
– Responsible for initiation, transition and
maintenance. Lifecycle!
 More Roles
• Business Relationship Manager
• Service Asset & Configuration
– Service Asset Manager
– Service Knowledge Manager
– Configuration Manager
– Configuration Analyst
– Configuration Librarian
– CMS tools administrator
 Functions and Processes
• Process
– Structured set of activities designed to
accomplish a defined objective
– Inputs & Outputs
– Measurable
– e.g. ??
• Function
– Team or group of people and tools they use to
carry out one or more processes or activities
– Own practices and knowledge body
– e.g. ??
 Further Learning
• Do a 3-day course
• We’re running one here 30th Mar – 1st April
• Many training companies run these courses
• ITSMF provides the full books
• Internet forums and Groups
– Linkedin Group
– FacebookGroup
– Both quite active
• Video: http://cf.ilxgroup.com/itilv3pres/main.
html
 Accreditation
• Today’s seminar is not
accredited
• 3 days gives the
foundation level
• APM Group manages
accreditation and
certification
– BCS/ISEB is accredited by
APM