Information ITIL Technology Infrastructure Library ITIL

ITIL Scope Developed by the British Government - 1989 Public Domain Best Practices Covers IT Services Organization and Processes IT Infrastructure Hardware, Software, Networks, Application Software 1996 – Launched in North America

ITIL Aims Facilitate Quality Management of IT Services Improve Efficiency Increase Effectiveness Reduce Risk Codes of Practice Supporting Total Quality ISO9001 Compliant

ITIL – How It Works Provides guidance books on strategic, tactical and operational management of IT infrastructure Provides a systematic, process-based approach, supported by procedures Suggests implementation strategies Acts as a training aid Complies with requirements for ISO9001 quality standards

IT Infrastructure Hardware Software Communications Procedures Documentation People

ITIL is … The application of the science of management to information technology infrastructures, written down in a (semi-) structured manner in a series of books.

ITIL Principles ITIL is all about which processes need to be realized within the organization for management and operation of the IT infrastructures to promote optimal service provision to the customer at justifiable costs.

ITIL in Context Service Management Operations Methodology - ITIL Certification - ISO Systems Integration Projects Methodology - PMBOK Certification - ISO

ITIL & ISO ISO ITIL Processes in Place Processes Documented Trained Followed Corporate Certification ITIL Processes Documentation Training Integrated Best Practice Individual Certification

The Service Model SERVICE VISION PROCESSES PROCEDURES TASKS

Definitions QUALITY is the totality of features & characteristics of a product or service that bears on its ability to meet a stated or implied need (ISO 8402) A PROCESS is a series of cohesive activities geared to achieving a certain objective. IT SERVICE is a logical package of services that an IT organization offers, supplies and supports inorder to satisfy the client’s needs. IT SERVICE MANAGEMENT is the sum total of management and commercial operation of the IT infrastructure, i.e., the delivery and support of IT services.

Operational Management ITIL Modules SERVICE DELIVERY Tactical Management Service Level Management Capacity Management Availability Management Contingency Planning Cost Management SERVICE SUPPORT Operational Management Configuration Management Help Desk Problem Management Change Management S/W Control & Distribution

Service Level Management Service level management is a process aimed at achieving the optimum level of IT Services through a good working relationship between the provider and the consumer. Activities Comprising Service Level Management Identify client’s requirements Verify their feasibility Propose, negotiate, agree on & set down service levels Determine, draft and finalize standards Check service standards and report on service

Service Level Management Ensures continual identification, monitoring and reviewing of the optimally agreed levels of IT service as required by the business. This is done in close co-operation between the IT services providers and the customers (or their representatives. A Service Level Agreement specifies the services, the service levels, specific conditions and the parties involved.

Service Level Agreement The SLA Definition of the pertinent operational services Service levels agreed upon Conditions under which the services are provided Costs of providing the services Identification of the parties involved Service Levels Costs Continuity Availability Performance Flexibility Stability

Capacity Management Capacity Management Activities Capacity planning Capacity management is the process that ensures optimum utilization of IT resources, in order to achieve the level of performance agreed upon with the client. Capacity Management Activities Capacity planning Modeling Performance management Resource management Demand management Workload management Application sizing

Capacity Management Supports the optimum and cost effective provision of IT services by helping organizations to match their IT resources to the business demands. Capacity Management Database (CDB): a collection of technical, business and organizational data, in order to provide capacity forecasts and plans.

Availability Management Availability management is the process that ensures the optimum utilization of resources, methods and techniques to achieve the level of IT services agreed upon with the client. Availability Management Activities Compiling an availability plan Meeting availability requirements Monitoring availability Monitoring maintenance obligations Control / Security Vulnerability / Risk Reporting on the level of availability

Availability Management To systematically identify availability and reliability requirements against actual performance and, when necessary, introduce improvements to allow the organization to achieve and sustain optimum quality IT services at a justifiable cost. Availability Reliability Maintainability Serviceability Resilience

Contingency Planning Activities Comprising Contingency Planning Contingency planning ensures that there are adequate technical, financial and organizational safeguards to protect the continuity of the IT services agreed upon in the SLA in the event of disasters. Activities Comprising Contingency Planning Risk assessment Risk management Contingency plan management Contingency plan testing Reporting and communication

Contingency Planning To develop and maintain plans for coping with and recovering from an IT crisis (i.e loss of service for a protracted period) and, where possible, to prevent IT crises from occurring. To “cope” means that work is moved to an alternate system in a non-routine way. Contingency: Unplanned situation in which it is expected that the period during which one or more IT services will be unavailable will exceed threshold values agreed to with the customer.

Cost Management Activities Comprising Contingency Planning Cost management is the process which yields relevant financial data to achieve a sound balance between price and performance at every level of operation. Activities Comprising Contingency Planning Risk assessment Risk management Contingency plan management Contingency plan testing Reporting and communication

Cost Management To monitor and provide insight into the costs of providing and supporting IT services; and if necessary (depending on the executive policy) recover the costs from customers in a fair and equitable manner. Cost Centre Accounting: costs are allocated to departments. Activity Based Costing: costs are allocated to Activities.

Configuration Management Cost management is the process which yields relevant financial data to achieve a sound balance between price and performance at every level of operation. Activities Identification Control Status Accounting Verification Management Information

Configuration Management Managing the IT infrastructure by recording all Items. Configuration Items (CIs): Components of the IT infrastructure that are (or are to be) under control of Configuration Management: hardware, software, procedures, documentation and people. CIs may vary widely in complexity, size and type – from an entire system to a single module or a minor hardware component.

Helpdesk Activities Communications & Promotion Accessibility to Users Cost management is the process which yields relevant financial data to achieve a sound balance between price and performance at every level of operation. Activities Communications & Promotion Accessibility to Users Managing Incident Control Provide Continuity: Restore Service ASAP Management Information

Helpdesk An incident is any event that deviates from the (expected) standard operation of a system. Such an event influences the system, even though the influence may be small or even transparent to the users of the system.