1. ITIL Service Management
Clive Porter-Brown, Courthill Systems
ITIL Foundation Certified

2. What is ITIL A framework for IT Service Management
Devised by OGC to incorporate IT best practise and standardise how IT services are delivered and measured across multiple business
The defacto standard for IT Service Management through managed Service Support and Service Delivery
Aligned with ISO (BSI 15000)
ISO 20000:1 A specification for ITSM
ISO 20000:2 A detailed code of practice for ITSM
Industry support with key suppliers
MS OF
HP ITSM

3. IT Service Management objective
ITIL Objectives
To align IT Services with the current and future needs of the business and its Customers
To improve the quality of the IT services delivered
To reduce the long term cost of service provision
Become Predictable & Repeatable

4. Why implement ITIL ? What this means to the customer
An improved service model with better systems, processes and planning.
Make IT a pro-active operation and control the fire fighting
IT more effective at resolving incidents
Create time to investigate and select new technology
Incorporate IT into ISO quality systems
Define the KPA’s
Create cohesion between functional areas to deliver a fully effective IT operation

5. ITIL Implementation
Getting started…

6. Getting Started with ITIL
Implementing ITIL …
Establish the links and process between KPA’s
IT becomes predictable, repeatable, cost effective and managed
Create the framework to succeed
Gain recognition as being an effective part of the business
Money well spent !
In the early stages of implementation…
Get the business backing and keep it
Work for Process Improvement
Work to a Process Model
Identify KPA’s (Key Process Areas)
Document as you go

7. Process Improvement Activities
Process Improvement Definition
Review current position and define mission statement
Set goals/objectives and define roles and responsibilities
Communication
Raise awareness through publishing and circulation of information, seminars, briefings, workshops
Planning
Statement of requirements, design, plan
Identify resources and training, cost benefits and get management commitment
Implementation
Develop the process, training staff, customers and users
Review and Audit

8. Process Implementation Model
Where do we
want to be ?
Visions and
business objectives
Where are we now ?
Assessments
Establish a timeline to agree, implement and measure strategy
How do we get where
we want to be ?
Process Improvements
or re-engineering
How do we know
we have arrived ?
Metrics &
measurement

9. ITIL Service Management Key Process Areas
Service Support
Service Desk
a function, not a process
Incident Management
Problem Management
Configuration Management
Change Management
Release Management
Service Delivery
Service Level Management
Financial Management for IT services
Capacity Management
IT Service Continuity Management
Availability Management
Service Support
generally concentrates on the day to day operation and support of IT services
Service Delivery
looks at the long term planning and improvement of IT service provision

10. ITIL Key Process Area
Service Support

11. Service Support
Generally concentrates on the day to day operation and support of IT services
Service Desk (function, not a process)
Incident Management
Problem Management
Configuration Management
Change Management
Release Management

12. Service Desk Function
First point of contact between the business and IT
Collate and manage user support requests
Manage incidents
Implement Standard Change
Password resets
New Starts / Terminations
Escalate incidents as appropriate to relevant groups

13. Incident Management Record incident requests through the Service Desk
Prioritise and categorise requests
Keep the customer informed
Establish an effective line of communication
Are they mobile, on holiday, different time zone ?
Handle effectively
Assign and escalate as appropriate within the operation [Change and release must be authorised]
Effective ticket management
Relies upon good tracking and wrap up information
Feeds into Problem Management
Follow the ticket management process

14. Problem Management
Trend analysis of incidents, identifying issues before they have chance to become a major incident.
Identify known issues and workarounds
Feedback workarounds to Service Desk
Feeds into Release Management
When authorised by Change Management
No change without authorisation from CAB
A problem can be ticketed and reference multiple incidents
An incident never becomes a problem

15. Configuration Management
Define the environment
Define sensible CI’s
Create & manage the CMDB
Implement managed change
Working through Change and release Management
Key Definitons
Customer: Recipient of a service, usually the Customer management has the responsibility for the funding of the sevrice
Provider: the unit responsible for the provision of IT services
Supplier: a third party responsible for supplying or supporting underpinning elements of the IT services
User: the person using the service on a daily basis

16. Change Management
No change outside of the Standard Model without authorisation from the CAB
CAB includes IT, Business and User representation
CAB
Manage the process
Agree the requirements
Introduce planned change into FSC
Manage the change
Confirm testing plans and results
Confirm recovery plans
Confirm training for IT and the users
Confirm documentation updated
Deployment through Release Management

17. Release Management Authorised by CAB
Define Major, minor & delta releases
Identify the requirements
Define the scope
Notify Change Management
Deployment when agreed in FSC
Update the CMDB

18. ITIL Key Process Area
Service Delivery

19. Service Delivery
Look at the long term planning and improvement of IT service provision
Service Level Management
Financial Management for IT services
Capacity Management
IT Service Continuity Management
Availability Management Establishing, monitoring and reporting effective IT services under a managed environment.

20. Service Level Management
Establishing systems, processes & policies
Define monitoring and share metrics
Establish and maintain effective communication
Regular meetings with the business, review service goals
Regular updates to IT
User forums
Establish and maintain effective training of IT staff and users

21. Financial Management of IT Services
Making the IT operation effective through managed, predicted and repeatable response
Define and establish a standard service model, anything else is change and is only undertaken using the defined Change Management process
Eliminate fire fighting so we minimise the effect of the extraordinary event
Manage all tasks with a common established Project Management process (PRINCE2)

22. Capacity Management
Ensure that the IT operation is providing the systems required by the business to operate effectively
Know the environment
Work with the business
Monitor the environment
Identify change requirements
Implement before it becomes a problem

23. Continuity Management
Ensure that services can be recovered effectively within agreed business time scales
Disaster Recovery is planning to get yourself out of the mire after the problem has happened !
Continuity Management is about implementing redundancy into systems so that an outage never becomes a disaster

24. Availability Management
Optimise the capability of the IT infrastructure that allows the business to operate without interruption
Identify the environment
Build in redundancy
Monitor the environment
Know how to recover

25. Security Management
Ensure that the operating environment is safe and secure
Physical controls on the network and systems
Secure racking of switches, routers, firewalls, servers, etc
Logical controls on applications
Password protection, controlled access
Preventative measures
Antivirus software, firewalls, patches
Policies
Establish the operational security practises
Train IT and Users
Monitoring

26. Where next with ITIL…

27. Where do we go from here ? Operational changes
Changes to the way that we work
Establishing the position of IT in the business
Auditing through quality systems (ISO, Sarbanes Oxley, etc)

28. Operational Requirements
Establishing ITIL based systems, processes & policies
Document our environment
Understand our operation, responsibilities and expertise
Organisation charts
Responsibility and skills matrix
Define monitoring and share metrics
Use effective communication methods
Provide the right tools for the job
Managing our systems
Managing user systems
Identify and implement training of IT staff and users
Ensure the staff operate as an effective team
Become integrated into the business and serving the customers

29. Changes to our attitudes
Understand responsibilities
Work with the team
Be honest, do not try to cover up mistakes
Be aware of your own capabilities and limitations
Understand cultural differences
Communicate effectively
If it is urgent, pick up the phone
is for follow up and confirmation of what has been agreed, do not use to replace effective dialogue.

30. Development to ITIL Certification
Staff Development
ITIL
Practitioner
ITIL
Awareness
ITIL
Foundation
ITIL
Management
Operational Development
ISO 20000:1
A specification
for ITSM
ITIL
Awareness
ITIL
Service
Model
ISO 20000:2
A detailed code of
practice for ITSM

31. ITIL Common Acronyms Some common acronyms used within ITIL
ITIL Information Technology Infrastructure Library
OGC Office of Government Commerce
CAB Change Advisory Board
CMDB Configuration Management Database
CI Configuration Item
DHS Definitive Hardware Store
DSL Definitive Software Library
FSC Forward Schedule of Change
KPA Key Process Area
KPI Key Performance Indicator

32. ITIL Q & A…