1. ITIL Awareness
UC JDCMG Discussion
9/22/2018

2. Capability Maturity Model - SEI
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3. 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
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4. 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
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5. ITIL - Parties Involved
Office Of Government Commerce (OGC) (
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
(U.S.)
Contributors include IBM, Cisco, Microsoft (MOF), etc.
9/22/2018

6. 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
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7. 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
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8. 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
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9. 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.
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10. 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
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11. 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.
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12. 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
9/22/2018

13. Bonus Slides
9/22/2018

14. 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 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
9/22/2018

15. 9/22/2018