1. BIL 424
NETWORK ARCHITECTURE AND SERVICE PROVIDING
IT Service Management and ITIL

2. IT SERVICES
IT organizations deliver a wide variety of services to the business. These services include infrastructure support, application development, and application support.
Increasingly, IT organizations are seeking to improve the quality of the services that they provide to the business.
A Service provided to one or more customers, by an IT Service Provider. An IT Service is based on the use of Information Technology and supports the Customer’s Business Process.

3. IT SERVICES
IT organizations deliver a wide variety of services to the business. These services include infrastructure support, application development, and application support.
Increasingly, IT organizations are seeking to improve the quality of the services that they provide to the business.
A Service provided to one or more customers, by an IT Service Provider. An IT Service is based on the use of Information Technology and supports the Customer’s Business Process.

4. IT SERVICES

5. IT SERVICES
An IT Service is made up from a combination of people, processes and technology and should be defined in a Service Level Agreement.
An IT service may range from access to a single application, such as a general ledger system, to a complex set of facilities including many applications, as well as office automation, that might be spread across a number of hardware and software platforms.

6. IT SERVICES
Service management is concerned with more than just delivering services. Each service, process or infrastructure component has a lifecycle, and service management considers the entire lifecycle from strategy through design and transition to operation and continual improvement.
The inputs to service management are the resources and capabilities that
represent the assets of the service provider. The outputs are the services that provide value to the customers.

7. Business Service Examples
Telecommunications
Telephone
Pager
Voice mail
Intranet paging
Resource Scheduling
Conference rooms
Equipment
Training rooms
Finance/Accounting
General ledger
Accounting functions
Decision support
Reporting
Budgeting
Revenue
Travel
Meeting Requests
Expense Reports

8. Business Service Examples
Procurement/Supply Chain Management
Requisitioning
Purchase orders
Warehouse
Inventory control
Reporting
Dispensing?
Human Resources
Payroll
Job Postings
Benefits
Professional Development/Education
Time & Attendance
Staff Scheduling
Performance Management
Mobile devices
Disposal

9. Business Service Examples
System Access (Security)
(Physical)
Grant, Request, biometric
Mobile devices
Disposal
IT Training
Lifecycle
Desktop
System
Service Desk
Shrink wrapped
Incidents & Service Requests
Remote Access
VPN
Remote Desktop
Tokens
End User Tech
Install Hw/Sw
Move Hw
Change Sw
Network Access

10. Technology Service Examples
Network
Data transport – Network equipment: switches/routers
Data transport - wireless network installation
Data transport - wireless network maintenance
Data transport – Network equipment
Data transport - wireless network decommissioning
Network monitoring
Cable Head In - Maintenance and Repair
Network management
Secure access to external and internal resources
Cable Head In – Administration
Cable Relocates (Physical)
Secure access to and from Internet
Cable TV Fiber Setup/Teardown
Data transport - wired network installation
Data transport - wired network maintenance
Data transport - wired network decommissioning

11. Technology Service Examples
Database
Server
Database installation
Account management
Database tuning
Server management
Database backup/restore
Server monitoring
SAN Enterprise Storage Area management
Database account management
SAN Enterprise Storage Area configuration
Database schema changes
Internet Security and Connection service
Database consulting
Database management
Active Directory management
Database monitoring
Research
Server provisioning
Infrastructure application maintenance

12. Technology Service Examples
Applications Development
Application Development (Design, Development, Documentation)
Web Content Management
Research
Incident management
Application Monitoring
Consulting (Internal Software Evaluations)
Application Management (maintenance, patch management)
Implementation coordination
Training (early life support)
Money Transfers
Report Development (Crystal Reports, batch, etc.)
Access Database Development
Testing
Web Development and Administration
Requirements Gathering
Forms Development
GIS Development and Administration

13. ITIL
ITIL is part of a suite of best-practice publications for IT service management (ITSM).
ITIL provides guidance to service providers on the provision of quality IT services, and on the processes, functions and other capabilities needed to support them.
ITIL is used by many hundreds of organizations around the world and offers best-practice guidance applicable to all types of organization that
provide services.
ITIL is not a standard that has to be followed; it is guidance that should be read and understood, and used to create value for the service provider and its customers.
Organizations are encouraged to adopt ITIL best practices and to
adapt them to work in their specific environments
in ways that meet their needs.

14. ITIL

15. ITIL - Why Are Companies Adopting ITIL?
Deliver value for customers through services
Integrate business and service strategies
Monitor, measure, and optimize service provider performance
Manage the IT investment and budget
Manage risk
Manage knowledge
Change organizational culture
Improve the relationship with customers
Optimize and reduce costs

16. The Value of a Service
Utility (Performance): Functionality offered by a service to meet a particular need or achieve a particular outcome
Warranty (Reliability): Assurance that a service will meet its agreed requirements
© Crown copyright Reproduced under license from the Cabinet Office.
© Global Knowledge Training LLC

17. ITIL Key issues facing many of today’s senior business managers and
IT managers are:
Planning IT and business strategy
Integrating and aligning IT and business goals
Implementing continual improvement
Measuring the IT organization’s effectiveness and efficiency
Optimizing costs and the total cost of ownership
Achieving and demonstrating return on investment
Demonstrating the business value of IT
Developing partnerships and relationships between
business and IT
Improving project delivery success
Outsourcing, insourcing and smart sourcing
Using IT to gain competitive advantage
Delivering the business-justified IT services (i.e. what is
required, when required and at an agreed cost)
Managing constant business and IT change
Demonstrating appropriate IT governance.

18. ITIL
Previous versions of ITIL described processes that were primarily the responsibility of operations groups and were used to manage infrastructure services. In an effort to align with these previous versions, helpdesk software vendors began incorporating these infrastructure-focused ITIL concepts into their tools.
The current version of ITIL, version 3, introduces a service management lifecycle that highlights outcomes that must be achieved in order to successfully implement and manage IT services.

19. ITIL SERVICE LIFECYCLE
The five core books cover each stage of the service lifecycle, from the
initial definition and analysis of business requirements in
Service Strategy and
Service Design,
through migration into the live environment within
Service Transition, to live operation
and improvement in
Service Operation and
Continual Service Improvement.

20. ITIL SERVICE LIFECYCLE.

21. ITIL LIFECYCLE
Service Strategy Stage : To decide on a strategy to serve customers. Starting from an assessment of customer needs and the market place, the Service Strategy stage determines which services the IT organization is to offer and what capabilities need to be developed. Its ultimate goal is to make the IT organization think and act in a strategic manner.
Service Design Stage: To design new IT services. The scope of the stage includes the design of new services, as well as changes and improvements to existing ones.
Service Transition Stage : To build and deploy IT services. Service Transition also makes sure that changes to services and Service Management processes are carried out in a coordinated way.

22. ITIL LIFECYCLE - STAGES
Service Operation Stage : To make sure that IT services are delivered effectively and efficiently. The Service Operation process includes fulfilling user requests, resolving service failures, fixing problems, as well as carrying out routine operational tasks.
Continual Service Improvement - To use methods from quality management in order to learn from past successes and failures. The Continual Service Improvement process aims to continually improve the effectiveness and efficiency of IT processes and services, in line with the concept of continual improvement adopted in ISO

23. ITIL LIFECYCLE – BASIC CONCEPTS- Assets, resources and capabilities
The service relationship between service providers and their customers revolves around the use of assets – both those of the service provider and
those of the customer.
Each relationship involves an interaction between the assets of each party.
Asset: Any resource or capability.
Customer asset: Any resource or capability used
by a customer to achieve a business outcome.
Service asset: Any resource or capability used
by a service provider to deliver services to a
customer.

24. ITIL LIFECYCLE – BASIC CONCEPTS- Assets, resources and capabilities
Tangible assets: financial capital, infrastructure, applications, information and people (number of people)
Capabilities
Intangible assets: management, organization, processes, knowledge, and people (skills and experiences)

25. ITIL LIFECYCLE – BASIC CONCEPTS-
Assets, resources and capabilities

26. ITIL LIFECYCLE – BASIC CONCEPTS-PROCESSES
A process is a structured set of activities designed to accomplish a specific objective. A process takes one or more defined inputs and turns them into
defined outputs.
Processes define actions, dependencies and sequence. Well-defined processes can improve productivity within and across organizations and
functions.
A process is a structured set of activities designed to accomplish a specific
objective. A process may define policies, standards, guidelines, activities and work flow instructions.

27. ITIL LIFECYCLE – BASIC CONCEPTS-PROCESSES
Process characteristics include:
Measurability: We are able to measure the process in a relevant manner. It is performance driven. Managers want to measure cost, quality
and other variables while practitioners are concerned with duration and productivity.
Specific results: The reason a process exists is to deliver a specific result. This result must be individually identifiable and
Customers: Every process delivers its primary results to a customer or stakeholder. Customers may be internal or external to the organization,
but the process must meet their expectations.
Responsiveness to specific triggers: While a process may be ongoing or iterative, it should be traceable to a specific trigger.

28. ITIL LIFECYCLE – BASIC CONCEPTS-PROCESSES
ITIL addresses a number of specific processes associated with each lifecycle phase, but also discusses processes in terms of their generic structure shown in the three-layered model below.
Process Control, such as process policies, ownership, documentation,
review programs, etc.
The Process itself including process steps, procedures, work instructions, roles, triggers, metrics, inputs, and outputs.
Process Enablers such as resources and capabilities required to support the process.

29. ITIL LIFECYCLE – BASIC CONCEPTS-PROCESSES

30. ITIL LIFECYCLE – BASIC CONCEPTS-PROCESSES
Why define processes?
They are documented and available
For IT Staff
Better understanding (IT staff) of how something is done
Fewer mistakes
Useful for new employees or when a staff member is away
Can manage expectations easier, when processes are predictable
For IT Clients
Better understanding (clients) of how to get something done (how
to request a service/work)
Better service-things are done the same way every time (regardless of who performs them)
Coordinated work across the organization

31. ITIL LIFECYCLE – BASIC CONCEPTS-PROCESSES
Each core ITIL lifecycle publication includes guidance on service management processes as shown in Table 2.1.

32. ITIL LIFECYCLE

33. ITIL LIFECYCLE – BASIC CONCEPTS-PROCESSES

34. ITIL LIFECYCLE – BASIC CONCEPTS-PROCESSES
Stages of the lifecycle work together as an integrated system to support the ultimate objective of service management for business value
realization. Every stage is interdependent as shown in Figure 2.9.

35. ITIL LIFECYCLE

36. ITIL LIFECYCLE

37. ITIL LIFECYCLE

38. ITIL LIFECYCLE – BASIC CONCEPTS -FUNCTIONS
Function: a logical concept that refers to the people and automated measures that execute a defined process, an activity or a combination of processes or activities
ITIL names 4 main functions ( in service operation )
technical management,
application management,
operations management functions,
the service desk
that are responsible for carrying out all the lifecycle processes

39. ITIL LIFECYCLE – BASIC CONCEPTS - FUNCTIONS
Functions are self-contained subsets of an organization intended to accomplish specific tasks. They usually take the form of a team or group of people and the tools they use. Whereas processes help organizations accomplish specific objectives--often across multiple functional groups--functions add structure and stability to organizations.
Functions generally map fairly directly to the organizational chart of an organization and are usually supported by budgets and reporting structures. Processes, by contract, typically do not have budgets and reporting structures. Both functions and processes involve roles.

40. ITIL LIFECYCLE – BASIC CONCEPTS - FUNCTIONS

41. ITIL LIFECYCLE – BASIC CONCEPTS - FUNCTIONS
Service desk: The single point of contact for users when there is a service disruption, for service requests, or even for some categories of
request for change. The service desk provides a point of communication to users and a point of coordination for several IT groups and processes.
Technical management: Provides detailed technical skills and resources needed to support the ongoing operation of IT services and the
management of the IT infrastructure. Technical management also plays an important role in the design, testing, release and improvement of IT
services. .

42. ITIL LIFECYCLE – BASIC CONCEPTS - FUNCTIONS
IT operations management: Executes the daily operational activities needed to manage IT services and the supporting IT infrastructure.
This is done according to the performance standards defined during service design. IT operations management has two sub-functions that are generally organizationally distinct. These are IT operations control and facilities
management.
Application management: Is responsible for managing applications throughout their lifecycle. The application management function
supports and maintains operational applications and also plays an important role in the design, testing and improvement of applications that
form part of IT services.

43. ITIL LIFECYCLE – BASIC CONCEPTS - FUNCTIONS
The other core ITIL publications do not define any functions in detail, but they do rely on the technical and application management functions
described in ITIL Service Operation.
Technical and application management provide the technical resources and expertise to manage the whole service lifecycle, and practitioner roles within a particular lifecycle stage may be performed by members of these functions.

44. ITIL LIFECYCLE – BASIC CONCEPTS - ROLES
Roles are defined collections of specific responsibilities and privileges. Roles may be held by individuals or teams.
Individuals and teams may hold more than one role. ITIL emphasizes a number of standard roles include, most importantly:
. Service Owner -- Accountable for the overall design, performance, integration, improvement, and management of a single service.
. Process Owner -- Accountable for the overall design, performance, integration, improvement, and management of a single process.
. Service Manager -- Accountable for the development, performance, and improvement of all services in the environment.
. Product Manager – Accountable for development, performance, and improvement of a group of related services.

45. ITIL LIFECYCLE – BASIC CONCEPTS - ROLES
More Roles:
Business Relationship Manager
Service Asset & Configuration
Service Asset Manager
Service Knowledge Manager
Configuration Manager
Configuration Analyst
Configuration Librarian
CMS tools administrator …

46. ITIL LIFECYCLE – BASIC CONCEPTS – THE SERVICE PORTFOLIO
The service portfolio is the complete set of services that is managed by a service provider and it represents the service provider’s commitments and
investments across all customers and market spaces.
It also represents present contractual commitments, new service development, and ongoing service improvement plans initiated by continual service improvement.
The portfolio may include thirdparty services, which are an integral part of service offerings to customers.

47. ITIL LIFECYCLE – BASIC CONCEPTS – THE SERVICE PORTFOLIO
The service portfolio represents all the resources presently engaged or being released in various stages of the service lifecycle. It is a database or
structured document in three parts:
Service pipeline
Service catalogue
Retired services

48. ITIL LIFECYCLE – BASIC CONCEPTS – THE SERVICE PORTFOLIO
Service pipeline:
All services that are under consideration or development, but are not yet available to customers.
It includes major investment opportunities that have to be traced to the delivery of services, and the value that will be realized.
The service pipeline provides a business view of possible future services and is part of the service portfolio that is not normally published to customers.

49. ITIL LIFECYCLE – BASIC CONCEPTS – THE SERVICE PORTFOLIO
Service catalogue:
All live IT services, including those available for deployment. It is the only
part of the service portfolio published to customers, and is used to support the sale and delivery of IT services.
It includes a customer-facing view (or views) of the IT services in use,
how they are intended to be used, the business processes they enable, and the levels and quality of service the customer can expect for each
service.
The service catalogue also includes information about supporting services required by the service provider to deliver customer-facing services. Information about services can only enter the service catalogue after due
diligence has been performed on related costs and risks. .

50. ITIL LIFECYCLE – BASIC CONCEPTS – THE SERVICE PORTFOLIO
Retired services:
All services that have been phased out or retired. Retired services are not
available to new customers or contracts unless a special business case is made.

51. ITIL LIFECYCLE – BASIC CONCEPTS – THE SERVICE PORTFOLIO
Service providers often find it useful to distinguish customer-facing services from supporting services:
Customer-facing services: IT services that are visible to the customer. These are normally services that support the customer’s business
processes and facilitate one or more outcomes desired by the customer.
Supporting services: IT services that support or ‘underpin’ the customer-facing services. These are typically invisible to the customer, but are
essential to the delivery of customer-facing IT services.

52. ITIL LIFECYCLE – BASIC CONCEPTS – THE SERVICE PORTFOLIO

53. ITIL LIFECYCLE – BASIC CONCEPTS – THE SERVICE PORTFOLIO
How services move through the categories of the service portfolio during their lifecycle

54. ITIL LIFECYCLE – BASIC CONCEPTS – KNOWLEDGE MANAGEMENT AND SKMS
Quality knowledge and information enable people to perform process activities and support the flow of information between service lifecycle stages and processes. Understanding, defining, establishing and maintaining information is a responsibility of the knowledge management process.
Implementing an SKMS enables effective decision support and reduces the risks that arise from a lack of proper mechanisms. However, implementing
an SKMS can involve a large investment in tools to store and manage data, information and knowledge.
Every organization will start this work in a different place, and have their own vision of where they want to be, so there is no simple answer to the question ‘What tools and systems are needed to support knowledge management?’
Data, information and knowledge need to be interrelated across the organization. A document management system and/or a configuration
management system (CMS) can be used as a foundation for implementation of the SKMS.

55. ITIL LIFECYCLE – BASIC CONCEPTS – KNOWLEDGE MANAGEMENT AND SKMS

56. REFERENCES
Util Core Books