17 November 2006(c) Dennis Adams Associates Limited, 20060http:// Can ITIL really help me? A beginner’s practical guide 17 November 2006 Dennis Adams a s s o c i a t e s

17 November 2006(c) Dennis Adams Associates Limited, 20061http:// Introduction Why we are doing this … (Target Audience) –Confused by what ITIL is? –Heard the buzz-words, but not sure of the substance? –Scared by the prospect of being inundated with too much processes, so that your teams are unable to get any work done? These are all typical reactions from technical leaders and managers when faced with the ITIL “hype”. The purpose of this presentation is to introduce what ITIL is really about, and take away the mystery. Explain and Justify PROCESS to TECHNICAL Audience.

17 November 2006(c) Dennis Adams Associates Limited, 20062http:// Topics to Cover What is ITIL - the “Process Approach”? What are the main Processes within ITIL ? Some Example Processes in more Detail The importance of the Configuration Management Database (CMDB) Some Pitfalls and Warnings Some Recommendations and Resources to look at Conclusions: Don’t “Implement ITIL?” (!?) Time for Questions…

17 November 2006(c) Dennis Adams Associates Limited, 20063http:// The ITIL definition of IT “Service” - is this helpful ?? “An integrated composite that consists of a number of components such as management processes, hardware, software, facilities and people that provides a capability to satisfy a stated management need or objective.” Dictionary of IT Service Management

17 November 2006(c) Dennis Adams Associates Limited, 20064http:// Think of MANAGING IT as PROVIDING a SERVICE IT SERVICE SERVICE DELIVERY SERVICE SUPPORT BUSINESS Align IT services with the needs of the Business Improve the Quality of the Service Reduce the long-term costs

17 November 2006(c) Dennis Adams Associates Limited, 20065http:// Think in terms of PROCESSES rather than SKILLS Functional Organization Process Approach Using a Process Approach, we no longer think in terms of individual technical teams “doing their own thing”. Rather we think in terms of the overall goal which should be directed to the main goals of the organization.

17 November 2006(c) Dennis Adams Associates Limited, 20066http:// What is ITIL? ITIL = “Information Technology Infrastructure Library” A Library of Processes books outlining “good practice” for managing IT Infrastructure. A set of ready-made “how to” references. ITIL IS A NON-PRESCRIPTIVE REFERENCE ITIL® is a Registered Trade Mark, and a Registered Community Trade Mark of the Office of Government Commerce, and is Registered in the U.S. Patent and Trademark Office ITIL revision 3 is currently being written. A British Standard (BS 15000) certification (BS to come). Linked to ISO 9000 Quality Certification.

17 November 2006(c) Dennis Adams Associates Limited, 20067http:// An Analogy: Remember Development Methodologies? Paralysis of Analysis ? Waterfall Develop ment Hobby craft developer Prototype and User Design Quick and Dirty Structured Design Method Anarchy ? JFDI ? Development Methodologies define Ways of Working to ensure that we do things in a Repeatable, Professional manner.

17 November 2006(c) Dennis Adams Associates Limited, 20068http:// Initiate Design Deploy Service Desk / Help Desk Identify root-cause of Problems Infrastructures Changes New Application Releases Document the Configuration Resolve Customer Incidents Build Test DEVELOPMENTPRODUCTION PRINCE 2 (Projects)ITIL (Infrastructure)

17 November 2006(c) Dennis Adams Associates Limited, 20069http:// Application Management The ITIL Library of Process Books The Business Perspective Planning to Implement Service Management Supplementary Volumes Main Volumes “CORE ITIL” Key: ICT Infrastructure Management Security Management Service Delivery Service Support

17 November 2006(c) Dennis Adams Associates Limited, http:// The Core ITIL Books: IT Service Management Capacity Management Availability Management IT Service Continuity Management. Service Level Management IT Financial Management Service SupportService Delivery Service Desk Incident Management Problem Management Change Management Release Management Configuration Management User Support Control Processes

17 November 2006(c) Dennis Adams Associates Limited, http:// Best Practices in the ITIL Library How to get the best benefit from a SERVICE DESK –Single point of contact, Monitoring and escalation on behalf of customers. A systematic way of managing INCIDENTS: –Log / Classify / Investigate / Diagnose / Resolution Being Pro-Active: PROBLEM MANAGEMENT –Root Cause Analysis, Kepner & Tregoe Analysis, Ishikawa diagrams. Keeping track of IT Assets: CONFIGURATION MANAGEMENT Stopping dangerous changes: CHANGE & RELEASE MANAGEMENT –Impact Analysis and Authorisation before Changes Being Customer-Focused: SERVICE LEVEL MANAGEMENT Bean-Counting: FINANCIAL MANAGEMENT –Charge-back to reflect the cost to the Business. CAPACITY: Prediction instead of Panic AVAILABILITY –Design for continual up-time DR and BCP: IT SERVICE CONTINUITY –Risk Assessment and Planning

17 November 2006(c) Dennis Adams Associates Limited, http:// EXAMPLE: Process to manage CHANGE Request for Change Impact Analysis Assess Priority Log RFC Categorize Approval Change Scheduling Testing Plans Inform Users Change Review

17 November 2006(c) Dennis Adams Associates Limited, http:// EXAMPLE: What is CAPACITY PLANNING ? BUSINESS CAPACITY MANAGEMENT Future Service requirements from the Business Future Capacity from the Business Resource Requirements in future. CAPACITY PLAN SERVICE CAPACITY MANAGEMENT What are the existing requirements? Are we meeting SLAs? How well are we utilising existing resources today? RESOURCE CAPACITY MANAGEMENT How well are we using existing technology? Are we using each component appropriately? What future technologies could be better?

17 November 2006(c) Dennis Adams Associates Limited, http:// EXAMPLE: The activities in CAPACITY PLANNING Business Strategy Business Planning IT Strategy IT Business Plan Service Level Exceptions Resource Utilisation Exceptions Monitoring Service Level Thresholds Resource Utilisation Analysis Tuning Ensuring we can meet our SLAs Implementation

17 November 2006(c) Dennis Adams Associates Limited, http:// The BEST WAY to Implement ITIL Service Management? Incident Problem Change Release Configuration Service Desk Configuration Management Database (CMDB)

17 November 2006(c) Dennis Adams Associates Limited, http:// …or MORE LIKE THIS ? Incident Problem Change Release Configuration Service Desk Configuration Management Database (CMDB)

17 November 2006(c) Dennis Adams Associates Limited, http:// Just Some parts of a theoretical CMDB HARDWARE Specification Location Owner Financials Software SOFTWARE Licenses Versions APPLICATIONS Users Hardware USERS Applications Contracts Incidents INCIDENTS Applications Hardware Resolutions KNOWN ERRORS Incidents PROBLEMS Incidents Resolutions CHANGES Applications Users Equipment O/S Equipment INFRASTRUCT URE SOFTWARE e.g. Oracle RELEASES Applications NETWORK Linkages Dependancies SLA Applications Users Contracts DEFINITIVE SOFTWARE LIBRARY SERVICES Applications DEFINITIVE HARDWARE STORE B C P DOCS AVAILABILITY STATISTICS

17 November 2006(c) Dennis Adams Associates Limited, http:// Case Study: Understanding Applications and Machines Data CollectionProcesses Hardware in Data Centre New Equipment Purchasing Applications on machines Change Control: Usage of Machine Application Listing Release Management: Applications Server Naming Configuration Management: Naming Conventions Objective: Impact Analysis of Applications Machines

17 November 2006(c) Dennis Adams Associates Limited, http:// More Pitfalls and Warnings “Organisations should not be over ambitious when implementing Service Management” (IT Service Management “Little ITIL”). DON’T “IMPLEMENT ITIL” –ITIL is a Framework of Best Practices, not a Prescriptive Manual –Use what is useful, when and where it is useful. Remember that any IT Process will only work if the participants have the right data in the right place at the right time. –Configuration Management Database (CMDB) Remember that the objective is to document and implement repeatable processes in order to make the organisation more efficient and/or more responsive to customers. –ITIL should never been seen as an end in itself.

17 November 2006(c) Dennis Adams Associates Limited, http:// BENEFITS of choosing ITIL as a framework ITIL emphasises that IT should be seen as a service to the business. ITIL could be (part of) a Quality Management strategy to improve the quality of the IT Service for the business. Introducing clear processes should enable the company to grow and/or bring on more staff more easily. Being based on a “best practice” approach means that you do not have to reinvent the wheel. Cost reduction - Standardising “how you do things” can simplify and reduce costs. Professionalism / Clear points of contact with external organisations and stakeholders.

17 November 2006(c) Dennis Adams Associates Limited, http:// Resources are Available to HELP OGC Home Page for ITIL: TSO (The Stationery Office): IT Service Management Forum (itSMF): Interactive Forum: ITIL Toolkit: Key Skills Training: Square Mile Systems: Pink Elephant Consultancy: Dennis Adams Associates:

17 November 2006(c) Dennis Adams Associates Limited, http:// Some Recommendations See ITIL processes as a way of standardising what is already done / should be already done. –Everyone should benefit from simplified and clearer ways of doing things. Consider the ITIL Foundation Exam –For most IT Infrastructure Professionals, it is “common sense” –Looks good on the CV –Gives you a common “vocabulary” for discussing how things are done –Emphasises “customer focus” and “process” –40 questions multiple-choice, pass mark is 25. Keep asking “what is the business benefit ?”

17 November 2006(c) Dennis Adams Associates Limited, http:// CAN ITIL REALLY HELP ME? Yes Provided that you remember… It is not a panacea - just a collection of “best practices” It is not prescriptive Use what is useful, and forget the rest. It provides a common “vocabulary”: –Incident, Problem, Change, Release, Availability, Business Continuity. By implementing clearer Processes We can serve our Businesses better … because they pay our salaries !

17 November 2006(c) Dennis Adams Associates Limited, http:// Questions ? Dennis Adams a s s o c i a t e s

17 November 2006(c) Dennis Adams Associates Limited, http:// Some Possible Questions Is ITIL a panacea for all IT Infrastructure Management challenges? –It never claims to be ! –It is a set of good practice processes to be used as a “toolkit” –ITIL itself speaks about: Process / Product / People. –Implement ITIL as part of a Strategic Cultural change in the organisation, which should include: Metrics, Operational Tools, Processes, Standards. Can you implement “parts” of ITIL and ignore the rest? –Yes. –Remember that to make processes succeed you need appropriate data.

17 November 2006(c) Dennis Adams Associates Limited, http:// Can ITIL really help me? A beginner’s practical guide 17 November 2006 Dennis Adams a s s o c i a t e s