1. ITIL Model Overview and Impact on ITS
ITS Remedy Services ITIL: Information Technology Infrastructure Library
ITIL Model Overview and Impact on ITS

2. What is ITIL??? IT Infrastructure Library
Best-practice framework for planning, provisioning and supporting IT services
Based on the 30 yrs of experience in both public/private IT organizations
Provides a structured, defined common language to describe assets, processes and methodology
ITIL is not a description of the best type of organization but of the relations between the activities in the procedure, these relations being the only ones important for any type of organization.

3. What is ITIL???
The core processes within ITIL are interlinked and mutually dependent and as such should not be approached in isolation. Applying the ITIL principles allows you to offer consistent and fully integrated IT Service Management operations to your internal and external customers
-Gartner Group

4. What is ITIL??? ITIL is comprised of 7 Best Practice Sets:
Service Support
Service Delivery
Planning to Implement
The Business Perspective
Security Management
Applications Management
Infrastructure Management
Service Support and & Service Delivery ( which comprise Services Management) are the key components for delivering a comprehensive solution for an organization.

5. ITIL: Focus On Service Management
IT Service management is made up of a number of defined processes closely linked and highly integrated.
Service Management is divided into 2 domains:
Service Support (Short Term)
Service Delivery (Long Term)

6. ITIL - Definitions
IT Service: a set of facilities, IT and Non-IT, sustained by the IT service provider that fulfills one or more needs of the customer, that supports the customer’s objectives and that is perceived by the customer as a coherent whole.
IT Infrastructure: All assets including hardware, software, documentation and personal resources used to support IT efforts within an organization.
Configuration Item: A component of the IT Infrastructure that is/or is to be under control of Configuration Management. CIs may vary widely in complexity, size and type – from an entire system to a single module or a minor hardware component
Configuration Management Database (CMDB): It records, audits and tracks all configuration items in the IT infrastructure. Builds relationships between CIs including… is connected to..is a copy of…applies to, for documentation…is used for, relates the CI to a service…is a parent of….is a child of.

7. ITIL - Definitions
Incident: an event that deviates from the standard operation of a system. Such an event influences the system even if the event is transparent to the customer.
Problem: A condition identified from multiple incidents exhibiting common symptoms, or from a single significant incident, indicative of a single error, for which the cause is unknown.

8. ITIL: Focus On Service Management
Service Management Domains
Service Support (short term)
Service Delivery (long term)
Service Desk
Incident management
Service Level Agreement management (SLAs)
Problem management
Financial IT service management
Configuration management
Capacity management
Change management
IT service continuity management
New release management
Availability management

9. ITIL: Service Mgmt-Service Support
Service Support – Service Desk
The Service Desk function is the face of IT to its users and vital to the organization. SD Staff log resolve or escalate and close all incidents.
Primary Functions: Incident Control & Communication
Single Point of Contact for customers
To be accessible for questions, comments about the IT Infrastructure
To gain acceptance by customers of the added-value of the Help Desk for IT support

10. ITIL: Service Mgmt-Service Support
Service Support – Incident Management
Incident Management records, classifies, tracks and closes all incidents in a controlled and consistent manner.
This allows operational service levels to be restored as quickly as possible and helps to reduce the number of new incidents

11. ITIL: Service Mgmt-Service Support
Service Support – Problem Management
The identification, investigation and classification of problems is a key role in IT Service Management. It pro-actively reduces incident volumes to maximize the stability of the IT services.
Includes trending, reporting and assessing groups of incidents to reveal an underlying problem which would prompt an RFC or Request for Change (Change Management)

12. Service Support – Problem Management
Help Desk Problem Management Change Mgmt
Incident (s)
Configuration Management Database (CMDB)
Request for Change
Known Error
Change
Problem

13. ITIL: Service Mgmt-Service Support
Service Support – Configuration Management
This provides the crucial foundation for Incident, Problem and Change Management.
It records, audits and tracks all configuration items in the IT infrastructure within a Configuration Mgmt Database.
It allows you to asses the impact, risk, and resource requirements associated with proposed changes.
Controls centralized updates of CIs in the CMDB and provides management information on lifecycle, depreciation costs, dependencies, etc.
A Configuration Management Database (CMDB) is the central cog in the Service Support Model. Without this component, only limited improvements can be achieved through out the other areas of Service Support

14. ITIL: Service Mgmt-Service Support
Service Support – Change Management
The role of Change Management is to provide a consistent approach to evaluating and implementing any change to the IT Infrastructure.
It allows you to assess the impact, risk, and resource requirements associated with proposed changes.
Activities: Acceptance of RFC, proper classification (urgency, different process based on urgency, risk), authorization & planning, coordination, information management to customers, affected users

15. ITIL: Focus On Service Management- Service Support
Defined as the efficient provision of IT Services, so ensuring the customer has the access to appropriate services necessary to support their business functions.
This group focuses on the day-to-day operation and support of IT services

16. ITIL: Service Mgmt - Service Support Model
University Faculty, Staff & Students as Customers
Management tools
Events
Questions
Information
Communication
Updates
Temporary Solutions
Events
Events
Service Desk
Change
Customer
questionnaire reports
New versions
Event management
Problem management
Change management
Service reports,
Statistics,
Events,
Audits
Problem Stats,
Analysis of
tendencies,
Reports,
Diagnostic help,
Audits
Management of new versions
Configuration management
Change calendar,
Change Stats,
Change Exams,
Audits
Version Calendar,
Version stats,
Versions Exams,
Test standards,
Audits
Configuration
report,
Statistics,
Politics, Standards,
Audits
CMDB*
Events
Problems
Known errors
Changes
New versions
Configuration elements

17. ITIL: Focus On Service Management- Service Delivery
These processes consider the long-term planning and improvement of IT Service provisioning.
Components: Service Level Management, Financial Management, Capacity Management, Availability Management, IT Service Continuity Management.
Our focus will be on Service Level Management and Availability Management. These 2 are the central components of Service Delivery. Most organizations begin implementation of The Service Delivery portion of Service Management here.

18. Service Delivery: Service Level Management
Aims to ensure a satisfactory quality of IT service provision by setting realistic and agreed targets between provider and customer. A process of monitoring, reporting and reviewing of actual service levels highlights any problem areas and facilitates continuous service improvements.

19. Service Delivery: Service Level Management
Defining the Process:
Planning
Verification
Implementation
Executing the Process:
Negotiate Define Contract Monitor Report Review
Execution

20. ITIL: Service Mgmt - Service Delivery Model
University Faculty, Staff & Students as Customers
Availability management
Questions
Information
Communication
Updates
Reports
Availability plan,
Conception criteria,
Objectives/limits,
Reports,
Audits
Service level management
Needs, Objectives,
Realizations
ANS, ENS, ANO,
Service reports,
Service Catalogue,
PAS,
Exceptional reports,
Audit Reports
Capacity Management
Capacity plan,
Objectives/limits,
Reports,
Calendars,
Audits
Alerts &
Exceptions,
Changes
Financial Plan,
Types and templates,
Costs and expenses
Reports, budgets,
Audits
IT Continuity
management,
Risk analysis,
Control center,
DR contracts,
Reports, Audits
Financial management for IT services
Management and
infrastructure tools
IT Service continuity management

21. UNC Chapel Hill Remedy Implementation
Current Functionality
Possible Future Functionality
RFS Request for Service
PTS Project Tracking System
CRS Customer Relationship System
CRC Computer Repair Center
UNC Chapel Hill Remedy Implementation
UNC
Knowledgebase
CMDB
AUTOMATIC DHCP
REGISTRATION
CRS
Service Support
Service Delivery
Self-Help &
Integration w/ RFS
CCI DHCP
Registration
PTS
Linkage of request tasks to
Individual PTS projects
Auto-Register
DHCP Server
Request
For
Service
Crystal Reports &
Flashboards
PowerPoint: About Remedy:
Auto-Block
RamShop
Change
Management
Application
SLA
Management
Tipping
Point/ASM
CRC
Loaner
Faculty/Staff/Student
Hardware Repair
Initiate Change Requests
From RFS
AUTOMATIC DHCP
BLOCKING
Security
Management
Helpdesk
Incident Management
Problem
Mgmt
Asset /Config
Management
Change
Management
Service Level Management