ITIL Fundamentals June 12, 2008 PMI-SVC Presentation Robert Trott Project Management Technology Consulting

ITSMI This information comes from the IT Service Management Institute The Service Management ITIL Foundation Certification Class Version The Managing the Business of IT Series An IT Service Management ‘Body of Knowledge’ (ITSMBOK ) Trade Mark

ITIL – Information Technology Infrastructure Library Developed in 1980 ITIL documented best practices for the support and delivery of IT Operations and Services ManagementDeveloped in 1980 ITIL documented best practices for the support and delivery of IT Operations and Services Management Influenced by IBM’s Information Systems Management Architecture (ISMA) it was developed to be a frame work and standard for service management.Influenced by IBM’s Information Systems Management Architecture (ISMA) it was developed to be a frame work and standard for service management. Backed by the international user group, the IT Service Management Forum (itSMF) and is the basis for ISO 2000 specifications.Backed by the international user group, the IT Service Management Forum (itSMF) and is the basis for ISO 2000 specifications.

What is the IT Infrastructure Library A library collection of IT operations management knowledge and experience consolidated into ten main domainsA library collection of IT operations management knowledge and experience consolidated into ten main domains Applications or ideas to manage the day to day practice and planning of service management operationsApplications or ideas to manage the day to day practice and planning of service management operations ITIL is a starting point that represents a common language for IT business theoretically sound practicesITIL is a starting point that represents a common language for IT business theoretically sound practices It is supported by the IT Service Management Forum (itSMF) and is the basis for a multilevel IT professional certification program.It is supported by the IT Service Management Forum (itSMF) and is the basis for a multilevel IT professional certification program.

ITIL Certification Curriculum ITIL Foundation CertificateITIL Foundation Certificate –Understanding of the basic principles, terms, concepts and mission of each core functional domain ITIL Practitioner CertificationITIL Practitioner Certification –Understands and demonstrates knowledge and ability to practice the implementation, management, and tailoring the 10 functional domains ITIL Service Manager Management CertificationITIL Service Manager Management Certification –Understands the management philosophy, theory, overall benefits for the organization, implementation approach, key measurements and key ingredients for the success of the introduction of a service management strategy based on ITIL.

ITIL Exam Certification Domains Version 2.0 Architecture Incident ManagementIncident Management Problem ManagementProblem Management Change ManagementChange Management Configuration ManagementConfiguration Management Release ManagementRelease Management Service Level ManagementService Level Management Financial Management IT ServicesFinancial Management IT Services Capacity ManagementCapacity Management Availability ManagementAvailability Management It Service Continuity ManagementIt Service Continuity Management Service Desk Version 3.0 ArchitectureService Desk Version 3.0 Architecture

ITIL Constraints In and of itself it is Not the following Implementable (adopt and adapt),Implementable (adopt and adapt), a common language,a common language, an organization regulatory standard,an organization regulatory standard, imposable, prescriptive, end goal.imposable, prescriptive, end goal. A “how” to…A “how” to…

ITIL Assumptions It is a Driver for IT Service Management best practices A necessary cost of doing business and one of the top five business expenses. It represents a Holistic Service Management approach As an Assumption Business demands IT is providing (improved) Value where results achieved are factored by the cost of achievementBusiness demands IT is providing (improved) Value where results achieved are factored by the cost of achievement Business requires IT have (a degree) of transparency where Expectations represent capability that is factored by required resultsBusiness requires IT have (a degree) of transparency where Expectations represent capability that is factored by required results

ITIL Version 2.0 Architecture Versions 3.0 is in the final stages Planning to ImplementPlanning to Implement Information and Communications Technology (ICT) Infrastructure ManagementInformation and Communications Technology (ICT) Infrastructure Management The Business PerspectiveThe Business Perspective Service ManagementService Management –The Service Delivery Set –The Service Support Set Application ManagementApplication Management Software Asset ManagementSoftware Asset Management Security ManagementSecurity Management

The Service Delivery Set ITIL Version 2.0 Architecture ITIL Version 2.0 Architecture The Business The Technology Planning to implement service management Application Management The Business Perspective ICT Infrastructure Management Service Management Service Support Service Delivery Software Asset Management Security Management

The Holistic Service Management Approach Encompasses the business (enterprise) IT approach Encompasses the business (enterprise) IT approach Business Environment Requirements Operations Framework Service Fulfillment Governance Framework Business Plan Vision Strategy Mission Objectives

Service Management Practices Part 1 The Business Side Business Service ManagementBusiness Service Management –Governance & Regulations Management –Portfolio Management –Business Relations Management –Business Continuity Management –Risk Management –Requirement Management Service Fulfillment ManagementService Fulfillment Management –Service Marketing Management –Service Planning –Service Provision Management –Provider Relations Management –Service Request Management –Service Opportunity Management Service Quality ManagementService Quality Management –Service Quality Planning –Service Excellence –Service Lifecycle Management –Capacity Management –Performance Management –Audit and Assessment Management

Service Management Practices Part 2 The IT Side Service Delivery ManagementService Delivery Management –Service Level Management –Service Asset Management –Security Management –Capacity Management –Service Continuity –Availability Management Service Operations ManagementService Operations Management –Service Support Management –Operations Level Management –Supplier Management –Service Incident Management –Problem Management –Service Impact Management Service Infrastructure ManagementService Infrastructure Management –Facilities Management –Applications Management –Systems Management –Configuration Management –Service Change Management –Service Release Management

Service Management Practices Part 3 Value Management Financial Management of IT ServiceFinancial Management of IT Service Value MappingValue Mapping

Service Management Holistic Practices Managing the Business of IT Reference Model Managing the Business of IT Reference Model Business Services Management Service Fulfillment Management Service Quality Management Service Delivery Management Service Operations Management Service Infrastructure Management BusinessIT Value Management Financial Management of IT Services Value Mapping

ITIL Service Delivery Set ITIL Version 2.0 Architecture ITIL Version 2.0 Architecture Service Management Service Delivery Service Level Management Financial Mgt for IT Mgt Capacity Management Availability Management IT Services Continuity Mgt

Service Level Management Domain GoalsGoals –Meet expectations, Right quality, Within cost, Understood by customer, Measurable by provider, Promise what you can measure, Inspect what you expect ScopeScope –Service provider organization, Align business & IT expectations, Arbitrate service issues, Control customer satisfaction, Translate customer results, Value of IT service ConceptsConcepts –Service, Service Quality Plan, Service Improvement Plan, Service Catalog, Service request provision, Service level requirements, Service level agreement levels, Operational level agreement, Underpinning contracts Major ActivitiesMajor Activities –Plan, Catalog, Request management, Define requirements, Negotiate, agree, contract, Monitor, Review, Report, Improve RelationshipsRelationships –Financial Management, Service Desk Incident Mgt, Continuity Mgt, Capacity Mgt, Problem Mgt, Availability Mgt, Change Mgt, Configuration Mgt

SLM Scope of Operation Service Quality Plan Operations Level Agreement External SpecsInternal Specs Service Catalog Service Request Service Level Requirements Underpinning Contracts Service Level ReportsService Incidents Service Targets Service Level Agreement Service Improvement Program Multi-level SLAs Corporate Service & Customer Provider Facing Customer Facing

Service Quality Management Service Quality PlanService Quality Plan –The core plan detaining overall strategy, objectives, targets of IT service –Contains major policy on catalog agreements, prioritization schemes, and operations –Should be linked to IT Business Plans and quality improvement initiatives Service Improvement ProgramService Improvement Program –Initiated as a result of unsatisfactory service levels –Developed in conjunction with Problem and Availability Management –Identifies actions to restore service levels

Service Catalog An IT org without a Catalog is like a restaurant without a menuAn IT org without a Catalog is like a restaurant without a menu Is a Service Portfolio, the basis for requesting and negotiating service levelIs a Service Portfolio, the basis for requesting and negotiating service level Includes pricing models and charging methodsIncludes pricing models and charging methods Requires integrated service request mgt processesRequires integrated service request mgt processes

Catalog Elements Offers lines of business and lines of serviceOffers lines of business and lines of service –Performance, communications, improvement, availability, accounting, support, infrastructure, business continuity, suppliers Offers a Balanced ScorecardOffers a Balanced Scorecard –Operational Level Agreements, std requests, response, changes, costs

Service Request Management The single most influential Process represents 85% of the IT work LoadThe single most influential Process represents 85% of the IT work Load Typically managed by Service Desk where responses can span multiple IT functions and external resourcesTypically managed by Service Desk where responses can span multiple IT functions and external resources Quality and speed govern terms dscribed in service and the operations level agreementQuality and speed govern terms dscribed in service and the operations level agreement

Service Level Requirements Mandatory reference to Service Catalog, encapsulated in a service requestMandatory reference to Service Catalog, encapsulated in a service request Defines scope, customer requirements and prepares fundingDefines scope, customer requirements and prepares funding Maps customer activitiesMaps customer activities Managed to a governance mandated lifecycle to serve a service level objectiveManaged to a governance mandated lifecycle to serve a service level objective

Service Level Agreement In conjunction with the Service Catalog the primary tool for expectation managementIn conjunction with the Service Catalog the primary tool for expectation management May be developed at multiple levels: corporate, service (regardless of customers), Customer (most detailed closet to personal service)May be developed at multiple levels: corporate, service (regardless of customers), Customer (most detailed closet to personal service)

Operational Level Agreement (OLA) Required to enable effective, efficient SLAsRequired to enable effective, efficient SLAs Derived from the internal specsDerived from the internal specs Using the same monitoring policy as for the underpinning contractsUsing the same monitoring policy as for the underpinning contracts Standard OLAs encouraged for infrastructure mgt groups: network, database, applications, and overal service request mgtStandard OLAs encouraged for infrastructure mgt groups: network, database, applications, and overal service request mgt

Underpinning Contracts (UC) Used to Manage external suppliersUsed to Manage external suppliers Support service levels defined in the OLAsSupport service levels defined in the OLAs Require approval of contracts administrator and usually the customerRequire approval of contracts administrator and usually the customer Should represent ‘Cascade’ of service level targets seen in SLA and OLAShould represent ‘Cascade’ of service level targets seen in SLA and OLA

The End There’s more than meets the eye in ITILThere’s more than meets the eye in ITIL The question is how far do you want to take your enterprise?The question is how far do you want to take your enterprise? What you want ITIL to help you with?What you want ITIL to help you with?