IT Infrastructure Library (ITIL) For You -With Max Mart The ManageEngine Guy!!

Hi! Welcome to ITIL!! What is IT Services Management (ITSM)? - a discipline for managing large scale IT systems, centered on the customer's perspective - evolve IT into a value-add aligned with your business: differentiates service and technology

Service and Technology… A service - One or more IT systems that enable a business process

Well, what is ITIL? - a framework of best practices to manage IT Service Management(ITSM) - most widely accepted approach to ITSM - Simply put – it is “Documented Common Sense” for the IT sector

The disciplines in a Service Desk that contribute most are: - Service Support - Service Delivery Why do we need this framework? - To determine how IT can contribute to business needs - To plan and implement changes to IT services - To manage assets and maintain infrastructure

Now let’s move on to Configuration Management (CM).. - Implementation and Maintenance of a CM DB(CM database) - CMDB - An asset register which holds their configurations and relationships - Configuration Item (CI) – An asset in the IT system - Details Contained - Incident Management - CI Details, SLA contact - Problem Management - CI Details, incidents, changes - Change Management- What is the impact? - Release Management - How to build a system ?

Let us move on to the Service Desk (SD) functional part of ITIL - An SD should be a SPOC- Single point of contact - Have main focus on Incident control and communication -To facilitate the restoration of normal operational service with minimal business impact on the Business within agreed service levels and business priorities. - Roles: HelpDesk Staff, L2 / L3 Technician, Problem Technician, Change Manager, Change Worker

We have a Service Desk in place. We’ll have to manage incidents now.. - Incident - Failure of a business service or degradation of a service for one or more users. E.g. I am not able to print - A service request - A standard request for some kind of service. E.g. Install software on my machine, move from one place to another, reset password etc. A Service Request is not an Incident.

This scenario happens in almost all IT concerns….

So, the Goal of Incident Management is - To restore normal service as quickly as possible - To Minimize the impact on business - To Ensure that nothing is lost - To Direct support resources where most required - To Provide info to support decision making (Optimize the support process, reduce the number of incidents etc.)

The various steps in Incident Management:

An incident has to be: 1)Classified based on the service which it affects and assigned to the appropriate group 2)Prioritized based on the business impact, criticality and urgency 3)Categorized 4)Matched for previous records 5)Escalated when needed

My Service Desk has now solved my incident. Now I’ve had scenarios when the same incident has bugged me repeatedly.. This is where Problem Management comes in.. But before we go on, I’d like to give clearer definitions for a few terms…

Problem: The unknown or underlying root cause for one or more incidents. Known Error: An incident or problem whose root cause is known and a workaround or permanent solution has been identified. Solution: Permanent fix to a problem Workaround: A way to resolve a particular incident, but it does not address the root cause The goal of Problem Management – to minimize adverse effect of an incident on the business and to prevent their recurrence. And How is this achieved?? Get to the root cause of the incident and initiate actions to improve or correct the same.

The process flow is.. Inputs: Incident DetailsCMDBAny Defined Workaround Activities: Problem Control - identify root-cause of a problem Error Control - eliminate errors by implementing a change 1)Identification & Recording1)Identification & registration 2) Categorization & Prioritization 2)Assessment & resolution 3)Investigation & Diagnosis3)Error & problem Closure Output: Known ErrorsRequest for change

Change approval process - Change types Standard - Pre approved Minor - Change Manager Significant - Change Manager with CAB Major - Change Manager with Management - Urgent Changes - Emergency Committee

The Last Discipline of ITIL is Release Management – The process of Planning and Managing the rollout of approved changes

So, with this we come to the end of this presentation on the Basics of ITIL. For more details, mail us at