Martin Sarnovský Department of Cybernetics and Artificial Intelligence Faculty of Electrical Engineering and Informatics Technical University of Košice Introduction to ITIL

Content  IT Service  IT Management  ITIL – Introduction  ITIL – History  ITIL – Basics

Idea of an ideal (IT) world  IT infrastructure never fails  Support teams work together  Documentation is always up-to-date  New systems are being introduced without problems  Users are always trained for new systems  We never have to solve the same problem twice  Customers are always happy

Why do organizations invest in IT?  They expect that IT will help them to implement their business plans  IT will help to ensure the functioning of the inside-business activities  Faster  More Efficiently  More Reliably  Cheaper  Shift from products towards services

IT Service Management Advanced ICT technologies are necessary, not sufficient Technology itself will not guarantee the operation of services IT Service Management - ITSM = IT Service Management ITSM is focused on management of interaction between people, processes and technology „Ensure delivery of quality IT Services that support the business objectives of the organization by using the cost effective resources“ ITSM is technique of Control of the IT services, includes development of service, implementation and support Objective – to provide quality services to customers

Service Definition: A means of delivering value to customers by facilitating outcomes customers want to achieve without the ownership of specific costs and risks. Outcomes for customer Sales people spending more time interacting with the customers Delivered by service Remote access service that enables reliable access to corporate sales systems from sales people’s laptops and mobile devices Service Management Set of specialized organizational capabilities for providing “value” to customers in the form of services

IT Service Definition: One or more IT systems and mechanisms which enable a business processes of the organization Examples of IT services Infrastructure services (operation of infrastructure, data, communication) Application services (operation, installation of applications etc.) Training of users Minor services (statistics, billing...) Is not service MS Outlook, Exchange server, CISCO, 10Mbit Internet connection Is service service with support

SLA – Service Level Agreement  The basic tool for the IT services management via services  SLA (Service Level Agreement) defines major interfaces between IT service supplier (e.g. IT department of the organization) and customer (e.g. business customers)  Definition of rights and obligations of suppliers and customers  Service hours, availability, quality, reliability  Customer support, performance parameters, change management, security  Financial aspects (cost, payment method)

Frameworks of IT Service Management  ITIL (IT Infrastructure Library)  Author – OGC  At first, only the UK, USA, NL, today the whole world  CobiT (Control objectives for Information and Related Technology)  USA  Focused especially on audit of IT and support of senior management  CMMI (Cabability Maturity Model Improved)  Especially focused on software development  ISO  Standard for improving practices of organization in the area of information security

ITSM standardization  Standards for IT Service Management  Methodology – series of steps that leads to the acquisition/application of knowledge (defined by framework)  Standard – defined and confirmed on the basis of a set of methods and criteria  ISO Standards for IT or BS (British standards)  BS15000  ISO20000

CobiT  Control Objectives for Information and related Technology (1996)  Framework that exceeds IT Service Management – IT Governance  The system by which the current and future use of ICT is directed and controlled. It involves evaluating and directing the plans for the use of ICT to support the organisation and monitoring this use to achieve plans. It includes the strategy and policies for using ICT within an organisation.  Objective - to provide a framework for the management and control system over the IT environment (set up just like other management and control systems of organization)  34 processes v 4 domains  Plan and Organize  Acquire and Implement  Deliver and Support  Monitor and Evaulate

CMMI  Capability Maturity Model Integration (1996)  Model of basic processes in organization that contains recommendations how to effectively implement them  Model CMMI defines 3 components  Required – must be implemented in the control processes  Expected – practices, may be implemented  Informative – references, background papers  The framework focused on the development and maintenance of SW but also services

ITIL  ITIL – IT Infrastructure Library  A set of publications (5)  Is a set of so-called best practices – guidance for ITSM  Best practices – verified in practice  Implementation of the things that have demonstrated their operational capability and effectiveness in practice

History of ITIL  Origins – UK, 80. years  Government agency CCTA (Central Computer and Telecommunications Agency) – pursuit of standard similar to ISO 9000 but focused on providing IT services  The contract for the development of manuals, that must followed by the suppliers of IT services  UK, 90. years  OGC (Office of Government Commerce) is formed and becomes an authority in reissuing a series of ITIL publications  Formation of itSMF (IT Service Management Forum)  Later, the framework is taken over by private sector

History of ITIL (2)  ITIL version 1.0  46 publications ( ), best practices from IT Service Management for the purposes the British government offices and entities providing IT services to government  ITIL version 2  2001, publications issued during  Already under the name of OGC  Reduction of the original range to 8 books, including new, previously separated books into the current version of ITIL Service Support and Service Delivery  ITIL version 3  30. May 2007 – official release of 5 publications – core ITIL v.3  ITIL 2011 – the owner is no longer a OGC but HM Government.

ITIL v.2 – deficiencies  The reason for upgrading to v.3 – formal objections of OGC  Publications were describing an implementation of ITIL too vaguely, the requirement for standardization was increased  The absence of clearly defined metrics and mechanisms to ensure improvement of the processes  Insufficiently covered area dealing with suppliers and with sourcing  Improper mapping of IT processes to business processes  The absence of the mapping of process roles to organizational business structures

ITIL v.3  3 parts  Key publications create core  cover individual parts of the service life-cycle  Complementary publications form extension of core (circumference)  describe specifics of ITIL, depending on particular area, environment or situation  Documentation on the Web, which will be created by supplemental dynamic resources such as process maps, templates, documents and so-called white papers or case studies.

ITIL v.3 (2)  Service Strategy  The core of life-cycle service in compliance with ITIL  What services should be provided  Who are to be provided  How will be measured the performance of services  A key process  Service Portfolio Management  Demand Management  SLP – Service Level Package  Service Design  Service Catalogue Management – central source of information about IT services delivered by service providers  Capacity Management  Availability Management  ITS Continuity Management – Risk Management, analysis of the impact on business  Information Security Management  Service Design Package

ITIL v.3 (3)  Service Transition  Purpose – deliver designed services into service  Change management  Planning and support of transition  Release and deployment management  Service validation and testing  Evaluation  Service Operation  Event management  Incident management  Request Fulfilment  Problem management  Service Desk  Continual Service Improvement

Characteristic features  Process management  To control services is used process-oriented approach, process is controlled, monitored, measured, evaluated and constantly enhanced  Customer-oriented approach  Processes designed considering the customer's needs (all)  Clear terminology  Eliminates misunderstandings  Platform independence  Can be used also outside ICT, in any business, in any service  Public Domain  May be implemented by anyone within own organization

Business benefits  The main objective  start cycle of continuous improvement of processes quality  Specific benefits to the individual parts of ITIL  Improving the quality of IT services  Availability and reliability of IT systems  Improvement of communication flows  Higher productivity  Reducing the volume of repetitive work

The relationship between ITIL and ISO (chronology)

Application Support ITIL  Portal PinkElephant (  Certification and verification of ITIL tools, certification program PinkVerify+  PinkVerify Service Support Enhanced  is granted to software tool, if it covered Incident Management, Problem Management, Change Management, Configuration Management and at least one of - Service Level Management, Release Management or Availability Management  PinkVerify Service Support  if are covered Incident, Problem, Change and Configuration Managements  PinkVerify Service Monitoring  if is compatible with the processes of Availability Management and Capacity Management.  PinkVerify Service Deployment  if is compatible with the processes of Change Management and Deployment Management

Some of SW solutions  HP Service Manager  PinkVerify™ Service Support Enhanced  Supports all processes of 7 controlled areas by ITIL Web interface for creating of service request Support of Service Level Agreement (SLA) Lifecycle Management Support of Service Catalogue Support of multilingual services Support of notifications Openness to integration: published programming interface WEB API, web interface integration with other applications (telephone exchange), automatic or manual imports, automatic processing of incoming mail. Keeping records of access to system and data changes. This is a relatively large and expensive tool, closely linked with other products and enhancements from HP corp.

Some of SW solutions(2) Some of SW solutions (2)  OTRS (Open Ticket Request System) - source code  of this application is freely available and primarily  designed for system of technical support  Characteristics:  It is freely available licensed under the GNU GPL13.  Supports only processes of Incident Management, Problem Management,  Service Level Management and after extension of ITSM 1.0 it also contains support for  Configuration Management and its CMDB.  A simple web-based tool that is able to work on any web server capable to run Perl scripts.  It is still "alive" and evolving project.

ITIL application  For which businesses is ITIL suitable?  Public sector - ministries and government departments, provincial, municipalities and local authorities,...  Private sector - financial institutions, telecommunications, transport, trade, service providers  Size of the Enterprise:  Small and Medium Enterprises? ITIL lite  Large (from the smallest establishments to multinational)  Significant the extent of IT  There is no need to be limited only to the IT services

What ITIL does not provide?  It does not contain recommendations for specific tools  It does not dealt with the methodology of implementation (provides advices, for a methodology PRINCE2 to be used)  It does not dealt with the specific form of organizational structures  ITIL is not a methodology but a framework for processes design, it provides framework advices on how to proceed with an introduction of ITSM  Advantages  Freedom during processes implementation  Since it is platform and implementation independent, outcomes from all departments are compatible and universally applicable (SW tools, trainings, consulting services)

Questions? More info - WIKI page of the course: Info also at