ITIL Service Management Clive Porter-Brown, Courthill Systems ITIL Foundation Certified

What is ITIL A framework for IT Service Management Devised by OGC to incorporate IT best practise and standardise how IT services are delivered and measured across multiple business The defacto standard for IT Service Management through managed Service Support and Service Delivery Aligned with ISO 20000 (BSI 15000) ISO 20000:1 A specification for ITSM ISO 20000:2 A detailed code of practice for ITSM Industry support with key suppliers MS OF HP ITSM

IT Service Management objective ITIL Objectives To align IT Services with the current and future needs of the business and its Customers To improve the quality of the IT services delivered To reduce the long term cost of service provision Become Predictable & Repeatable

Why implement ITIL ? What this means to the customer An improved service model with better systems, processes and planning. Make IT a pro-active operation and control the fire fighting IT more effective at resolving incidents Create time to investigate and select new technology Incorporate IT into ISO quality systems Define the KPA’s Create cohesion between functional areas to deliver a fully effective IT operation

ITIL Implementation Getting started…

Getting Started with ITIL Implementing ITIL … Establish the links and process between KPA’s IT becomes predictable, repeatable, cost effective and managed Create the framework to succeed Gain recognition as being an effective part of the business Money well spent ! In the early stages of implementation… Get the business backing and keep it Work for Process Improvement Work to a Process Model Identify KPA’s (Key Process Areas) Document as you go

Process Improvement Activities Process Improvement Definition Review current position and define mission statement Set goals/objectives and define roles and responsibilities Communication Raise awareness through publishing and circulation of information, seminars, briefings, workshops Planning Statement of requirements, design, plan Identify resources and training, cost benefits and get management commitment Implementation Develop the process, training staff, customers and users Review and Audit

Process Implementation Model Where do we want to be ? Visions and business objectives Where are we now ? Assessments Establish a timeline to agree, implement and measure strategy How do we get where we want to be ? Process Improvements or re-engineering How do we know we have arrived ? Metrics & measurement

ITIL Service Management Key Process Areas Service Support Service Desk a function, not a process Incident Management Problem Management Configuration Management Change Management Release Management Service Delivery Service Level Management Financial Management for IT services Capacity Management IT Service Continuity Management Availability Management Service Support generally concentrates on the day to day operation and support of IT services Service Delivery looks at the long term planning and improvement of IT service provision

ITIL Key Process Area Service Support

Service Support Generally concentrates on the day to day operation and support of IT services Service Desk (function, not a process) Incident Management Problem Management Configuration Management Change Management Release Management

Service Desk Function First point of contact between the business and IT Collate and manage user support requests Manage incidents Implement Standard Change Password resets New Starts / Terminations Escalate incidents as appropriate to relevant groups

Incident Management Record incident requests through the Service Desk Prioritise and categorise requests Keep the customer informed Establish an effective line of communication Are they mobile, on holiday, different time zone ? Handle effectively Assign and escalate as appropriate within the operation [Change and release must be authorised] Effective ticket management Relies upon good tracking and wrap up information Feeds into Problem Management Follow the ticket management process

Problem Management Trend analysis of incidents, identifying issues before they have chance to become a major incident. Identify known issues and workarounds Feedback workarounds to Service Desk Feeds into Release Management When authorised by Change Management No change without authorisation from CAB A problem can be ticketed and reference multiple incidents An incident never becomes a problem

Configuration Management Define the environment Define sensible CI’s Create & manage the CMDB Implement managed change Working through Change and release Management Key Definitons Customer: Recipient of a service, usually the Customer management has the responsibility for the funding of the sevrice Provider: the unit responsible for the provision of IT services Supplier: a third party responsible for supplying or supporting underpinning elements of the IT services User: the person using the service on a daily basis

Change Management No change outside of the Standard Model without authorisation from the CAB CAB includes IT, Business and User representation CAB Manage the process Agree the requirements Introduce planned change into FSC Manage the change Confirm testing plans and results Confirm recovery plans Confirm training for IT and the users Confirm documentation updated Deployment through Release Management

Release Management Authorised by CAB Define Major, minor & delta releases Identify the requirements Define the scope Notify Change Management Deployment when agreed in FSC Update the CMDB

ITIL Key Process Area Service Delivery

Service Delivery Look at the long term planning and improvement of IT service provision Service Level Management Financial Management for IT services Capacity Management IT Service Continuity Management Availability Management Establishing, monitoring and reporting effective IT services under a managed environment.

Service Level Management Establishing systems, processes & policies Define monitoring and share metrics Establish and maintain effective communication Regular meetings with the business, review service goals Regular updates to IT User forums Establish and maintain effective training of IT staff and users

Financial Management of IT Services Making the IT operation effective through managed, predicted and repeatable response Define and establish a standard service model, anything else is change and is only undertaken using the defined Change Management process Eliminate fire fighting so we minimise the effect of the extraordinary event Manage all tasks with a common established Project Management process (PRINCE2)

Capacity Management Ensure that the IT operation is providing the systems required by the business to operate effectively Know the environment Work with the business Monitor the environment Identify change requirements Implement before it becomes a problem

Continuity Management Ensure that services can be recovered effectively within agreed business time scales Disaster Recovery is planning to get yourself out of the mire after the problem has happened ! Continuity Management is about implementing redundancy into systems so that an outage never becomes a disaster

Availability Management Optimise the capability of the IT infrastructure that allows the business to operate without interruption Identify the environment Build in redundancy Monitor the environment Know how to recover

Security Management Ensure that the operating environment is safe and secure Physical controls on the network and systems Secure racking of switches, routers, firewalls, servers, etc Logical controls on applications Password protection, controlled access Preventative measures Antivirus software, firewalls, patches Policies Establish the operational security practises Train IT and Users Monitoring

Where next with ITIL…

Where do we go from here ? Operational changes Changes to the way that we work Establishing the position of IT in the business Auditing through quality systems (ISO, Sarbanes Oxley, etc)

Operational Requirements Establishing ITIL based systems, processes & policies Document our environment Understand our operation, responsibilities and expertise Organisation charts Responsibility and skills matrix Define monitoring and share metrics Use effective communication methods Provide the right tools for the job Managing our systems Managing user systems Identify and implement training of IT staff and users Ensure the staff operate as an effective team Become integrated into the business and serving the customers

Changes to our attitudes Understand responsibilities Work with the team Be honest, do not try to cover up mistakes Be aware of your own capabilities and limitations Understand cultural differences Communicate effectively If it is urgent, pick up the phone Email is for follow up and confirmation of what has been agreed, do not use email to replace effective dialogue.

Development to ITIL Certification Staff Development ITIL Practitioner ITIL Awareness ITIL Foundation ITIL Management Operational Development ISO 20000:1 A specification for ITSM ITIL Awareness ITIL Service Model ISO 20000:2 A detailed code of practice for ITSM

ITIL Common Acronyms Some common acronyms used within ITIL ITIL Information Technology Infrastructure Library OGC Office of Government Commerce CAB Change Advisory Board CMDB Configuration Management Database CI Configuration Item DHS Definitive Hardware Store DSL Definitive Software Library FSC Forward Schedule of Change KPA Key Process Area KPI Key Performance Indicator

ITIL Q & A…