ITIL Awareness UC JDCMG Discussion 4/26/2017

Capability Maturity Model - SEI 4/26/2017

Where are we today related to Service Management Where are we today related to Service Management? Discussion of Gartner’s Capability Maturity Model Integrated with Campus & IT Goals 5. Value Capacity Management Service Level Management 4. Service Performance Measurement, Availability Management, Automation, Problem Management, Change Management 3. Proactive CMM level 1 (initial): Software development follows little to no rules. The project may go from one crisis to the next. The success of the project depends on the skills of individual developers. They may need to finish the project in an heroic effort. CMM level 2 (repeatable): Software development successes are repeatable. The organization may use some basic project management to track cost and schedule. The precise implementation differs from project to project within the organisation. CMM level 3 (defined): Software development across the organisation uses the same rules and events for project management. Crucially, the organization follows this process even under schedule pressures, ideally because management recognizes that it is the fastest way to finish. CMM level 4 (managed): Using precise measurements, management can effectively control the software development effort. In particular, management can identify ways to adjust and adapt the process to particular projects without measurable losses of quality or deviations from specifications. CMM level 5 (optimizing): Quantitative feedback from previous projects is used to improve the project management, usually using pilot projects, using the skills shown in level 4. 2. Reactive Trouble Tickets, Frequent Escalations Firefighting Multiple Help Desks, Users finding the problems 4/26/2017

A set of documents that describe industry best practices for ITIL? Information Technology Infrastructure Library A set of documents that describe industry best practices for IT Service Management ITIL is recognized as the de facto standard for IT Service Management Formally adopted by U.K., E.U. and Canada. Rapidly being adopted in the U.S. ITIL is a best practices framework ITIL has a strong relationship with the ISO9000 quality framework 4/26/2017

ITIL - Parties Involved Office Of Government Commerce (OGC) (www.itil.co.uk) Formerly Central Computer and Telecommunications Agency Own ITIL ISEB, EXIN And Loyalist College Examining bodies that administer the ITIL certification process Information Technology Service Management Forum, itSMF International Trade Association; Networking forum for ITIL Membership based; Owned and operated by the membership www.itsmf.net (U.S.) Contributors include IBM, Cisco, Microsoft (MOF), etc. 4/26/2017

ITIL - Service Management Framework Service Level Management Financial Management for IT Services Availability Management Service Delivery Service Desk IT Service Continuity Management Capacity Management Incident Management Release Management Problem Management Service Support Configuration Management Change Management 4/26/2017

ITIL and IT Organizations Apps Mgt DB Mgt SYS Mgt Network Mgt Incident Management ITIL Processes cross all IT Departments ITIL Processes are focused on business results ITIL Processes are clearly defined with no overlap and no gaps IT Services are optimized and delivered based on client needs Problem Management Change Management ITIL Processes Configuration Management Release Management Availability Management Service Level Management 4/26/2017

ITIL Observed Industry Benefits ITIL offers a systematic, professional approach to the management of IT service provision. Adopting its guidance can provide benefits such as: Increasing customer satisfaction with IT services Reducing the risk of not meeting business requirements for IT services Reducing costs when developing procedures and practices within an organization Better communication and information flows between IT staff and customers Standards and guidance for IT staff Greater productivity and better use of skills and experience A quality approach to IT services There are also benefits to the customer of IT services, such as: Reassurance that IT services are provided in accordance with documented procedures that can be audited The ability to depend upon IT services, enabling the customer to meet business objectives The identification of contact points for enquiries or discussions about changing requirements The knowledge that information is produced to justify charges for IT services and to provide feedback from monitoring of service level agreements 4/26/2017

ITIL Service Support … describes the related components that provide stability and flexibility for IT services. It deals with identifying and recording IT configuration items, incidents, problems and changes. It covers the following function and processes: Service Desk (Function) Service Desk is not a process but a function. The Service Desk’s objective is to provide a single point contact between users and the IT service organization. The ITIL Framework provides guidance about creating and operating a Service Desk to provide an efficient channel of communication between the user community and the IT provider. Incident Management The Incident Management process aims to restore normal service operation as quickly as possible and minimize the adverse impact on business operations. This ensures that the best possible levels of service quality and availability are maintained. Problem Management The process of Problem Management diagnoses the underlying cause of the incidents identified by the Service Desk. It arranges for correcting errors in the IT infrastructure and performs proactive problem prevention. Change Management The Change Management process ensures that standardized methods and procedures are used for efficient and prompt handling of all changes to minimize the impact of change related incidents on service quality. Consequently, change management aims to improve the day-today operation of the organization. Release Management Good resource planning and management are essential to package and distribute a release successfully to the customer. Release Management takes a holistic view of an IT service change to ensure that all aspects of a release, technical and non-technical are considered together. Configuration Management Configuration Management provides a logical model of the infrastructure or a service by identifying, controlling, maintaining and verifying the Configuration Items in existence. 4/26/2017

ITIL Service Support Model The Business, Customers & Users Management Tools Service Requests Difficulties Queries, Enquiries Communication Updates Workarounds Incidents Incidents Service Desk Incident Changes Service Reports Incident statistics Audit Reports Problem Releases Problem Statistics Trend Analysis Problem Reports Problem Reviews Diagnostic Aids Audit Reports Change Change Schedule CAB Minutes Change Statistics Change Reviews Audit Reports Release Release Schedule Release Statistics Release Reviews Secure Library Testing standards Audit Reports Configuration Service Support This book describes the related components that provide stability and flexibility for IT services. It deals with identifying and recording IT configuration items, incidents, problems and changes. It covers the following function and processes: Service Desk (Function) Service Desk is not a process but a function. The Service Desk’s objective is to provide a single point contact between users and the IT service organization. The book provides guidance about creating and operating a Service Desk to provide an efficient channel of communication between the user community and the IT provider. Incident Management The Incident Management process aims to restore normal service operation as quickly as possible and minimize the adverse impact on business operations. This ensures that the best possible levels of service quality and availability are maintained. Problem Management The process of Problem Management diagnoses the underlying cause of the incidents identified by the Service Desk. It arranges for correcting errors in the IT infrastructure and performs proactive problem prevention. Change Management The Change Management process ensures that standardized methods and procedures are used for efficient and prompt handling of all changes to minimize the impact of change related incidents on service quality. Consequently, change management aims to improve the day-today operation of the organization. Release Management Good resource planning and management are essential to package and distribute a release successfully to the customer. Release Management takes a holistic view of an IT service change to ensure that all aspects of a release, technical and non-technical are considered together. Configuration Management Configuration Management provides a logical model of the infrastructure or a service by identifying, controlling, maintaining and verifying the Configuration Items in existence. CMDB Reports CMDB Statistics Policy/Standards Audit Reports Problems Known Errors Changes Incidents Releases CMDB CIs Relationships CIs Relationships RFCs/Change Documentation Release Documentation 4/26/2017

ITIL Service Delivery … describes the processes necessary to deliver quality, cost effective IT services. It includes the following processes: Availability Management Availability Management’s goal is to optimize IT infrastructure capability, its services and the supporting organization. This results in a cost effective, sustained level of service availability that enables the business to meet its objectives. Capacity Management Capacity Management enables an organization to manage resources in times of crisis and predict the need for additional capacity in advance. It describes the procedures necessary for planning, implementing and running this process. IT Service Continuity Management IT Service Continuity Management describes managing an organization’s ability to continue providing a pre-determined level of IT service following an interruption to the business. This may range from an application or system failure, to a complete loss of the business premises. Service Level Management Service Level Management’s goal is to maintain and improve IT service quality through a constant cycle of agreeing, monitoring and reporting IT service achievements. Service Level Management instigates actions to eradicate poor service and allow a stronger relationship to develop between IT and its customers. Financial Management For IT Services Financial Management is the sound stewardship of the organization’s monetary resources and supports the enterprise in planning and executing its business objectives. Within an IT organization this process is visible in three main areas: Budgeting, IT accounting and charging. 4/26/2017

ITIL Service Delivery Model The Business, Customers And users Availability Queries Enquiries Communication Updates Reports Availability Plan AMDB Design Criteria Targets/Thresholds Reports Audit Reports Service Level Management SLA’s, OLA’s, SLR’s Service requests Service catalogue SIP Exception reports Audit reports Requirements Targets Achievements Capacity Capacity Plan CDB Targets/Thresholds Capacity Reports Schedule Audit Reports Service Delivery This book describes the processes necessary to deliver quality, cost effective IT services. It includes the following processes: Availability Management Availability Management’s goal is to optimize IT infrastructure capability, its services and the supporting organization. This results in a cost effective, sustained level of service availability that enables the business to meet its objectives. Capacity Management Capacity Management enables an organization to manage resources in times of crisis and predict the need for additional capacity in advance. It describes the procedures necessary for planning, implementing and running this process. IT Service Continuity Management IT Service Continuity Management describes managing an organization’s ability to continue providing a pre-determined level of IT service following an interruption to the business. This may range from an application or system failure, to a complete loss of the business premises. Service Level Management Service Level Management’s goal is to maintain and improve IT service quality through a constant cycle of agreeing, monitoring and reporting IT service achievements. Service Level Management instigates actions to eradicate poor service and allow a stronger relationship to develop between IT and its customers. Financial Management For IT Services Financial Management is the sound stewardship of the organization’s monetary resources and supports the enterprise in planning and executing its business objectives. Within an IT organization this process is visible in three main areas: Budgeting, IT accounting and charging. IT Financial management IT Service Continuity IT Continuity Plans BIA & Risk Analysis Define Requirements Control Centers DR Contacts Reports Audit Reports Financial Plans Types & Models Costs & Charges Reports Budgets & Forecasts Audit Reports Management Tools Alerts Exceptions Changes 4/26/2017

Bonus Slides 4/26/2017

IT Governance and Context of ITIL CMM - Capability Maturity Model (Software Engineering Institute) ITIL- Information Technology Infrastructure Library PMI – Project Management Institute ASL - Application Service Library. Application Service Library (ASL) offers a framework for application management that is based on the best practices of professionals with years of experience. The model is developed in such a way that it guarantees the optimal ICT support for business processes. In this way you can concentrate on the business core. ASL limits itself to the giving of guidelines for the organizing of processes, leaving the organizing of the business. By doing this, the framework is generally applicable within ICT services, independent to the size of your organization. BS 7799, first published in February 1995, is a comprehensive set of controls comprising best practices in information security. BS 7799 is intended to serve as a single reference point for identifying a range of controls needed for most situations where information systems are used in industry and commerce, and to be used by large, medium and small organizations. It was significantly revised and improved in May 1999 and became ISO17799 in December 2000. In June 2001, BSI released an electronic version for online download and purchase (available from The BSI Electronic Shop) ISO - International Standards Organization Six Sigma – GE’s Quality Program. First, what it is not. It is not a secret society, a slogan or a cliché. Six Sigma is a highly disciplined process that helps us focus on developing and delivering near-perfect products and services. Why ”Sigma“? The word is a statistical term that measures how far a given process deviates from perfection. The central idea behind Six Sigma is that if you can measure how many “defects” you have in a process, you can systematically figure out how to eliminate them and get as close to “zero defects” as possible. Six Sigma has changed the DNA of GE — it is now the way we work — in everything we do and in every product we design. Sarbanes Oxley 4/26/2017

4/26/2017