ITIL Foundation Overview
HP Global Delivery - AS Satish Matukumalli
STRICTLY for Internal use
2004 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice
Objectives
Understanding ITIL & HP reference models
Understanding relevance of Service Management to your organization & customers
Gain implementation knowledge
ITIL Foundation Certification
March 15, 2012
Background
IT plays a critical role in satisfying business requirements. In the current organization paradigm, IT provides essential services for the organization to support its business. Beyond the need to manage IT technology is the need to establish and employ best practices processes to optimize IT services.
ITIL (IT Infrastructure Library) is the most widely accepted approach to IT Service Management in the world. ITIL provides a cohesive set of best practice, drawn from the public and private sectors internationally.
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ITSM is a set of process that detail best practices based on ITIL standards to enable and optimize IT services in order to satisfy business requirements and manage the IT infrastructure both tactically and strategically.
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What is ITIL?
Information Technology Infrastructure Library Owned by Office of Government Commerce - OGC Created to improve IT Service Management at UK central Govt. Proven in practice Supported by tools World wide de facto standard for IT Service Management Comprehensive and consistent set of best practices from users Appreciates the business requirements and bridge between IT and business
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Why Implement Service Management?
Align IT with business and to meet customer demands in a better way. Improve the quality of IT services Reduce the long-term cost of service provision Focus on benefits to the customer/business Decision making metrics Clear points of contact Focus on continuous improvement Avoid reinventing the wheel Long term survival!
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ISO 20000
Is a Quality Standard for IT Service Management
Defines the requirements for an organization to deliver Managed Services of acceptable quality to its customers. Is based on industry Best Practices for managing complex IT environment.
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The ITIL Model
Service Support
Problem Management Incident Management
IT Customer Relationship Management
Release Management Change Management Configuration Management
Service Level Management Financial Management for IT Services
Capacity Management IT Service Continuity Management Availability Management Service Desk
Service Delivery
Security Management
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ITSM Reference Model
Service planning Security management IT strategy and architecture planning Customer management IT business assessment Service-level management Change management Problem management Incident and service request management Operations management Configuration management Service build and test Release to production Continuity management Availability management Capacity management Financial management
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CORE Processes
S e r v i c e S u p p o r t
Availability Management
IT Service Continuity Management Capacity Management IT Financial Management Service Level Management
S e r v i c e D e li v e r y
Configuration Management Release Management Change Management Problem Management Incident Management
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Service Desk
Its
a function, not a process for all user requests, queries, complaints
SPOC
Facilitate Deliver
the restoration of normal operational service
an interface to other processes of framework
quality services to achieve business goals
Provides
Drive
and improve services of customers / users
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Responsibilities
First point of contact and Liaison with customers Receiving, Recording, Prioritizing service calls Monitoring and status tracking of all registered calls Escalation and referral to other parts of the organizations Reporting about calls on quality of the desk Regularly inform customers about service call progress Coordinating next-line (s) support groups Closing incidents with the confirmation from the customer Manage incident life-cycle Service call related reporting to management Verify the solutions provided by other groups on customer behalf
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Different Desks
Call Center
Handling large volumes of calls and referring them to other groups within service provider organization
Service desk
Help desk
Mainly resolving incidents, as quickly as possible
Not only resolving incidents like help desk, but also provides necessary details to other IT Service Management processes
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Different Structures
Local Service Desk
Language Culture Infrastructure cost silo Mgmt reporting
Central Service Desk
Operational costs Mgmt reporting
Language & culture Physical presence
Virtual Service Desk
Operational costs Transparent to users
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Incident ownership Physical presence
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Local Service Desk
Users from same location
User 1
User 2
User 3
User N
LSD
Second-line support
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Third-party support
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Central Service Desk
Users from different location
Location1 User
Location2 User
Location3 User
Location N User
CSD
Second-line support
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Third-party support
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Virtual Service Desk
Location1 User Location2 User Location3 User Location N User
VSD
Regional Service Desk Regional Service Desk
Regional Service Desk
Regional Service Desk
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Second-line support
Third-party support
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Staff skill-set
Interpersonal Skills Sound business knowledge Customer focused Articulate and methodical Commitment and ownership Understanding customer culture (where necessary) Understanding customer issues from their perspective Empathy
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What is the primary responsibility of the Service desk?
a) First point of contact for the customers b) Restore services ASAP c) Escalate unresolved incidents to next level d) Communicate to the customers on the status of the incidents
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Which of the following is a department and NOT a process?
a) Incident Management b) Application Management c) Service Desk d) Problem Management
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Which of the following is NOT the responsibility of the Service desk?
a) Regular updates to customers b) Management reporting
c) Investigate into underlying cause of incidents
d) Raising RFCs
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Service Support
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Incident Management
any event which is not part of the standard operation of a service and which causes, or may cause, an interruption to, or a reduction in, the quality of that service.
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Goals
Restore service to normal ASAP while minimizing impact on business
Ensuring best possible levels of service quality
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Life Cycle / Responsibilities
Simulate the incident
Customer / user Incident Detection and Recording
Update user regularly on the status of incidents
Confirm, it exists Note down the Incident details
Confirm with user Close the incident
Categorize based on predefined categories Check KB for known solution Provide work around
Incident closure
Identify the solution Test and verify Communicate to user
Ownership, monitoring, tracking and communication
Classification and initial support
Resolution and recovery
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Investigation and diagnosis
Check the application Investigate / identify the issue
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Some Important concepts
Incident handling
Service Desk is the owner of all the incidents Mostly reactive process Incidents may be assigned to specialist groups that cant be resolved immediately If a third-party organization is involved in incident resolution, incident record updates should be monitored closely
Support Lines
Service Desk is referred to as First-line support Specialist support groups other than service desk are referred to as Second / third- line support Third or n-line support often includes external suppliers
Escalation is a mechanism calling for attention for timely resolutions Transferring incidents from one line of support to another is Functional escalation When the incident resolution may likely breach the SLA or resolution is not satisfactory, Hierarchical escalation takes place.
Escalation s
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The Journey from Incident to RFC
Incidents
Recurring incidents / single incident causing significant damage to business
Infrastructure /applications
Problem s
Solution into production / Live Identify underlying cause and discover workaround
RFC
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Known Errors
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Service desk role
All incident reporting to Service desk All incident registration by service desk 85% (approx) incidents resolved by service desk Monitoring incident progress and resolution
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Metrics
Number of incidents received and resolved Number of incidents resolved within SLA Number of open incidents
Number of backlog incidents
Number of incidents escalated to other teams Number of proactive resolutions
Resolution time Vs Effort
Cost of solution
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What is the goal of Incident management?
a) Restore services with minimal downtime to business b) Restore normal service operations ASAP c) Restore normal service operations within SLA d) Restore services immediately following disruption
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What is the first step to be followed by Incident Management when an Incident occurs?
a) Report incident b) Record incident
c) Restore service
d) Close incident
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Which of the following can be used to measure effectiveness of Incident Management?
a) Incidents Closed b) Incidents resolved within SLA
c) Open incidents
d) Incident Volume
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INCIDENT Management
Fire fighting
PROBLEM Management Fire prevention
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Problem Management
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Goals
To prevent recurrence of incidents related to errors To minimize the adverse impact of incidents and problems on the business that are caused by errors within the IT infrastructure Improve productive use of resources
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Responsibilities
Problem Control
Error Control
Help incident management on major incidents
Proactive problem management
Major problem reviews
Management information
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Terminology
Problem The unknown root cause of one or more incidents
Error A problem for which the root cause is known Known Error A problem for which both root cause and a solution exists.
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Problem Control
Determine the problem Create problem record Categorize problems Assign right resources to work Investigate & diagnose Arrive at error
To Error Control
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Error Control
Determine the Error
Record error KEDB
Categorize errors
Assign right resources to work Investigate & diagnose
Close known error
Raise RFC
Arrive at known error
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Proactive problem management
Trend Analysis
Target preventive action
Identify and fix the problems before the incidents occur
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Major problem reviews
How to prevent problems from happening again
How to prevent that happening next time
What was done correctly
What was done incorrectly
Expected to carry out after major problems are completed
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Metrics
Number of incidents resulted in problem records Number of proactive resolutions Number of RFC raised
Number of RFC rejected by CAB
Number of RFC successfully implemented Number of KEDB updates
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State whether the following is TRUE or FALSE? All Known Errors need to be closed FALSE
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Which of the following process is responsible for raising an RFC?
a) Problem Management b) Problem Control c) Error Control
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Targeting preventive action is part of
a) Proactive problem Management b) Problem Control c) Error Control
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Configuration Management
any event which is not part of the standard operation of a service and which causes, or may cause, an interruption to, or a reduction in, the quality of that service.
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Goals
Account for all the IT assets and their configuration details Provide configuration details to other service management processes Provide strong foundation for incident, problem, change and release management processes Cross check configuration details against assets and correct if found different
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Responsibilities
Planning
Audit and verification
Configuration Management
Identificatio n
Status accounting
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Control
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Configuration management database
CMDB
Similar to a database Contains CI s and their links Can be searched for CI details Has links to other process databases Cover legal aspects related to licenses
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CONFIGURATION ITEM (CI)
Should be identified uniquely
Subject to change
Required to deliver services attributes category Name nested
Attributes
CI
relationships
Category Location Service Details
status Unique Appropriate Suit the services provided
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Naming
CI life cycle
Plan Order Procure Build Test Production
Maintain
Archive
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Configuration Baseline
Configuration of a system established at specific point in time Serves as reference for other activities Also a snapshot, remains fixed
Used to compare with current position
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Metrics
Number of CIs by Category
Number of CIs by lifecycle stages
Number of CIs by priority (Normal, Urgent, Major, Minor)
Numner of CIs by scope (Local, Test, Individual, Application, Infrastructure, etc.)
Number of CIs by reason for Change (Upgrade, Requirements, Technology, Usability, etc.) Number of CIs by CC/DU/BU/Region/Country Number of CIs by service
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Which of the following is NOT a CI?
a) SLA Document b) CEO Laptop c) DB Server d) Username
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Who is responsible for updates to the CMDB?
a) Change Manager b) Configuration Manager c) Release Manager d) Service Level Manager
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Process of moving from one defined state and another
Change Management
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Goals
To ensure standard methods are used to handle changes promptly and efficiently To ensure changes are build effectively with tolerable amount of risk To minimize the impact of change related incidents on service quality
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Activities
Change logging and filtering Allocation of priorities Change categorization Change scheduling Change approval Post Implementation review Change authorization
Impact analysis Change build Change Testing Change Implementation
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Back-out
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Change Advisory Board (CAB)
A board to approve changes and assist change management in the assessment and prioritization of changes.
Will be composed according to the changes being considered.
CAB/EC (Emergency committee) is convened when emergency decisions are required to make. Change procedures should specify the composition of CAB and CAB/EC.
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Terminology
Forward Schedule of Changes
FSC contains details of all the changes approved for implementation and their proposed implementation dates
Projected Service Availability
PSA contains details of Changes to agreed SLAs and service availability because of the currently planned FSC
Standard Change
SC is a change where the necessary approvals are obtained in advance
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Changes - Priorities
Immediate: Causing loss of service or severe usability problems to a larger number of Users, a mission-critical system, or some equally serious problem. Immediate action required. Urgent CAB or CAB/EC meetings may need to be convened. Resources may need to be allocated immediately to build such authorized Changes. High: Severely affecting some Users, or impacting upon a large number of Users. To be given highest priority for Change building, testing and implementation resources. Medium: No severe impact, but rectification cannot be deferred until the next scheduled Release or upgrade. To be allocated medium priority for resources. Low: A Change is justified and necessary, but can wait until the next scheduled Release or upgrade. To be allocated resources accordingly.
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Metrics
Number of RFC by status
Logged CAB pending Approved Build Test Authorize Implementation
Number of RFC by category Number of RFC backed out CAB Effort per RFC Effort per RFC from logged to implementation
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Which of the following aspect is NOT covered when Testing a Change?
a) Performance b) Reliability c) Security d) Usability
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Which of the following is NOT a KPI of Change management?
a) Number of changes implemented b) Reduction of incidents traced back to changes c) Reduced number of changes backed-out d) Low number of urgent changes
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collection of authorized Changes to an IT service
Release Management
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Goals
Plan and oversee rollout of SW & HW
Design & implement distribution & installation procedures
Ensure SW & HW changes are traceable
Work closely with Configuration Management & Change Management during implementations
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Activities
Release Policy & Planning
Design, build & configuration
Distribution & Installation
Release Management
Release acceptance
Communication & training
Rollout planning
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Types of release
FULL DELTA includes only those CIs that have actually changed or are new since the last full or delta Release
all CIs are built, tested, distributed and implemented.
PACKAGE
To provide longer periods of stability for the live environment by reducing the frequency of Releases, individual Releases (full units, delta Releases or both) are grouped together
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Definitive Software Library
A secure compound in which the definitive authorized versions of all software CIs are stored and protected
include definitive copies of purchased software (along with licence documents or information), as well as software developed on site
DSL
one or more software libraries or file-storage areas
contains the master copies of all controlled software in an organisation
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Definitive Hardware Store
An area set aside for the secure storage of definitive hardware spares
One or more physical areas
DHS
spare components and assemblies that are maintained at the same level as the comparative systems within the live environment.
These can then be used when needed for additional systems / recovery from major Incidents
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Back-out Plan
Actions to be taken in case of release failure to restore the services, are documented.
Change management is responsible for producing back-out plan for each change.
Release management ensure a release back-out plan is created for all the changes in the release.
Should be tested as part of the process of verifying the rollout process (during release acceptance)
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Metrics
No of releases
Major Minor Hot fixes patches
No of new problems attributed to new release (s) Schedule variance
Effort variance
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Which of the following aspect is NOT covered when Testing a Change?
a) Performance b) Reliability c) Security d) Usability
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Service Delivery
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Service Level Management
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Goals
Maintain and improve IT Service quality.
Take necessary actions on SLA breaches
Eradicate poor service in-line with business or cost justification
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Responsibilities
Produce and maintain service catalogue
Manage Customer relationshi p
Responsible for establishing, reviewing and revising Contracts SLA, OLA & UC
SLM
Service Improvement Programs
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Monitor, report and review service levels
Service Quality Plan
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Multi-level SLAs
Corporate Level covering all the generic SLM issues appropriate to every Customer throughout the organization. Customer Level covering all SLM issues relevant to the particular Customer group, regardless of the service being used. Service Level covering all SLM issues relevant to the specific service, in relation to this specific Customer group (one for each service covered by the SLA).
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Contracts
Between service provider organization Support teams and internal departments Between Customer and service provider organization
Service provider Organization
Between service provider organization and 3rd party suppliers
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SLA Elements
Introduction Service hours Support terms Service levels reporting and reviewing Change procedures Escalation mechanisms IT Service Continuity and security Charging Incentives and penalties Availability Reliability Throughput Transaction response times Batch turnaround times
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Service Improvement Programme
Targeted to bring improvements in the services being provided Driven generally through service reviews Undertaken as a formal project Process
Identify the underlying difficulty Trace the underlying cause in conjunction with problem management and availability management Develop an action plan for improvements and execute Verify the results with the targets and revise the plans
Focus on other areas too like service delivery, automations, technology betterments etc., Generally done through Plan-Do-Check-Act cycle
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Metrics
Number of Service targets missed (SLA breaches) Number of SIP
Initiated WIP Completed
Number of service outages and their duration Number of users affected by service outage Customer satisfaction index
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Which of the following is an iterative process?
a) SLA b) SLR c) OLA d) SLM
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Which of the following is NOT part of Service Level Management process?
a) SLR b) OLA c) SLM
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IT Financial Management
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Goals
To provide cost-effective stewardship of the IT assets and resources used in providing IT Services. To be able to account fully for the spend on IT Services and to attribute these costs to the services delivered to the organization's customers. To assist management decisions on IT investment by providing detailed business cases for Changes to IT Services.
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Concepts
Budgeting
Predicting and controlling the spending of money within the organization and consists of a periodic negotiation cycle to set budgets and the day-today monitoring of the current budgets
Accounting Set of processes that enable the IT organization to account fully for the way its money is spent
Charging
Set of processes required to bill customers for the services supplied to them
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IT Finance Cycle
Business IT requirements IT operational plan (Inc budgets) Cost analysis (Accounting) Charges
$ $
Financial targets Costing models
Charging policies
Feedback of proposed charges to business
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Budgeting
Process of ensuring the correct monies are available for the provision of IT services. Monitor and control performance against predefined targets
Minimize the risk of overspending
Ensure the actual spends can be compared against predicted
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IT Accounting
Provides cost details of providing services to meet business requirements Includes budgeting guidelines charging policies investment guidelines
Track actual costs against budgets
Provides details to justify the IT investments and expenditure
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Cost Types/ elements
Software Operating systems Scheduling tools Applications Databases Effort tracking tools Monitoring tools Analysis packages External Service Security services Disaster recovery options Outsourcing services HR overhead
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Hardware Servers Disk Storage Peripherals WAN PCs Workstations Laptops
People Payroll costs Perquisites Relocation costs Overtime Consultancy
Accommodation
Office space Storage Secure areas Utilities
Transfer Internal charges from other cost centers within the organization
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Classification of Cost Elements
Fixed irrespective of resource usage
Corporate software license Server maintenance contract
vary with some factor, such as usage or time
Out-of-hours coverage Equipment re-location
Invested in purchasing fixed assets
Computer equipment Software Buildings
Fixed Variable Direct Indirect Capital Operational
Directly attributed to a single Customer or group of Customers
Excessive usage of server by a single customer
Day-to-day costs of running IT services
Staff cost Software license fee Electricity, water, gas Consumables
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Apportioned across multiple customers
Cost of operations staff
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Charging
make formal evaluations of IT Services and plan for investment based on cost recovery and business benefits
balance the quantity of IT Services with the needs and resources of the customers.
Has to be simple, fair and realistic
Influences customer behavior
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Charging options
No Charging This form is used for communicating the cost involved in delivering the service Real Charging This form is used to raise an invoice which customer has to pay Notional Charging This form is used as an opportunity to get more experience and tune the invoices being generated
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Pricing methods
Deciding factors
Demand for the service in the market Choice of the service availability outside Legal, regulatory and tax issues
Accurate determination of direct & indirect costs Cost Cost-plus Going rate Market price Fixed price
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Exercise 8
Q1 Explain the benefit of Notional charging Q2 What do you mean by differential charging?
Q3 Give a couple of examples for all Cost elements
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Capacity Management
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Goal
To ensure that cost justifiable IT Capacity always exists and that it is matched to the current and future identified needs of the business
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Sub processes
responsible for ensuring that the future business requirements for IT Services are considered, planned and implemented in a timely fashion.
Business Capacity
Service Capacity
responsible for ensuring that the performance of all services, as detailed in the targets in the SLAs and SLRs, is monitored and measured
responsible for ensuring that all components within the IT Infrastructure that have finite resource are monitored and measured
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Resource Capacity
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Proactive tasks
pre-empt performance Problems by taking the necessary actions before the Problems occur produce trends of the current resource utilization and estimate the future resource requirement model the predicted Changes in IT Services, and identify the Changes that need to be made to the component parts of the IT Infrastructure to ensure that appropriate resource is available to support these services ensure that upgrades are budgeted, planned and implemented before SLAs are breached or performance Problems occur. actively seek to improve the service provision.
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Capacity Data Base
Corner stone of a successful capacity management
Used by all sub-processes of capacity management
holds a number of different types of data business, service, technical, financial and utilization data
Unlikely to be a single database and probably exists in several physical locations
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Activities
Monitoring
Analysis
Tuning Implementation
Demand Management
Modeling Application Sizing Produce Capacity Plan
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Tuning
The analysis of the monitored data may identify areas of the configuration that could be tuned to better utilize the system resource or improve the performance of the particular service. Techniques
Balancing workloads Balancing disk-traffic Efficient use of memory
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Application Sizing
Objective is to estimate the resource requirements to support a proposed application Change or new application, to ensure that it meets its required service levels. The sizing of the application should be refined as the development process progresses. The resources to be utilized by the application are likely to be shared with other services and potential threats to existing SLA targets must be recognized and managed.
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Demand Management
Objective is to influence the demand for computing resource and the use of that resource. Influences the customer behavior Short-term Demand Management may occur when there has been a partial failure of a critical resource in the IT Infrastructure. Long-term Demand Management may be required when it is difficult to cost-justify an expensive upgrade.
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Modeling
Objective is to predict the behavior of IT Services under a given volume and variety of work.
Trend Analysis Analytical modeling Simulation Baseline models
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Exercise 9
Q1 Describe demand management Q2 What could be the content of CDB?
Q3 Differentiate CBD and CMBD
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IT Service Continuity Management
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Goal
to support the overall Business Continuity Management process by ensuring that the required IT technical and services facilities can be recovered within required, and agreed, business timescales.
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BCM & ITSCM
ITSCM
BCM
focused on the Continuity of IT Services to the business.
concerned with the management of Business Continuity that incorporates all services upon which the business depends, one of which is IT.
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Business Continuity Life Cycle
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Business Impact Analysis
Assets C o u n t e r m e a s u r e s
Threats
Vulnerabilities
Risk Assessment
CCTA Risk Analysis and Management Methodology
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Risk Management
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Recovery Options
Do nothing
Gradual recovery
Manual workarounds
Intermediate recovery
Reciprocal arrangements
Immediate recovery
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Exercise 10
Q1 List out 3 important benefits of ITSCM Q2 Describe various recovery options
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Availability Management
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Goals
to optimize the capability of the IT Infrastructure, services and supporting organization to deliver a Cost effective and sustained level of Availability that enables the business to satisfy its business objectives .
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Responsibilities
Gather, maintain and analyze the data related to IT infrastructure. Determine the availability levels required from a business perspective. Monitor and report the availability and optimize thereby. Monitor and improve the availability to meet the SLA (& OLA) requirements. Ensure the required security levels are provided. Create and maintain availability plan
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Terminology
Availability
ability of an IT Service or component to perform its required function at a stated instant or over a stated period of time
Maintainability
ability of an IT Infrastructure component to be retained in, or restored to, an operational state
Reliability
ability of an IT Service or component to perform its required function for a given period of time
Serviceability
describes the contractual arrangements made with Third Party IT Service providers.
Security
The Confidentiality, Integrity and Availability (CIA) of the data associated with a service; an aspect of overall Availability Vital Business Functions The business critical elements of the Business process supported by an IT Service.
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Resilience
ability of an IT Service or component to keep working even when one or more components fail
R e c o v e r a b i l i t y
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Calculations
Availability % =
AST Agreed Service Time DT Down Time
AST - DT AST
X 100
Components - serial configuration Availability % = A x B
Components parallel configuration Availability % = 1 (downtime of A) x (downtime of B)
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Methods & Techniques
Component Failure Impact Analysis (CFIA) can be used
to predict and evaluate the impact on IT Service arising from component failures within the IT Infrastructure.
Systems Outage Analysis (SOA) is a technique designed
to provide a structured approach to identifying the underlying causes of service interruption to the User.
Fault Tree Analysis (FTA) is
a technique that can be used to determine the chain of events that causes a disruption to IT Services.
Technical Observation Post (TOP) is a prearranged
gathering of specialist technical support staff from within the IT support organization brought together to focus on specific aspects of IT Availability.
CRAMM can be used to identify
new risks and provide appropriate countermeasures associated with any Change to the business Availability requirement and revised IT Infrastructure design.
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Incident Lifecycle - Expanded
MTBSI
I n c i d e n t R e s t o r e I n c i d e n t
MTTR
MTBF
MTTR - Mean Time To Repair (Downtime) MTBF Mean Time Between Failures (Uptime) MTBSI Mean Time Between System Incidents (Reliability)
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Security
Availability
Confidentiality
Integrity
Information Security protects information from a wide range of threats in order to ensure Business Continuity, minimize business damage and maximize return on investments and business opportunity.
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Exercise 11
Q1 Describe various Availability techniques Q2 List the parameters of security management
Q3 What do you mean by recoverability
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ITIL Foundation Exam
Objective Type
1 Hour duration
Passing score 26 out of 40 No negative marking
Online / Paper-based
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References
OGC Publications
BLUE BOOK (IT Service Support) RED BOOK (IT Service Delivery)
HP Ref Model 3.0.2
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Template Version History
Slide to be deleted before using this template for the first time
Version No. Version Date Prepared By Reviewed By Approved By Summary of Change Draft 1374 PIF No.
0.1 1.0
23 June 2006 27 June 2006
Satish Matukumalli Satish Matukumalli
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