1. Beginners Guide to ITIL - help or hindrance?
Managing Production Systems
Dennis Adams
a s s o c i a t e s
Management and Infrastructure SIG Meeting
Beginners Guide to ITIL - help or hindrance?
Can it help me?
What are the pitfalls?
Dennis Adams
4th October 2006
(c) Dennis Adams Associates Ltd, 2005

2. Managing Production Systems
Introduction
Why we are doing this … (Target Audience)
Confused by what ITIL is?
Heard the buzz-words, but not sure of the substance?
Scared by the prospect of being inundated with too much processes, so that your teams are unable to get any work done?
These are all typical reactions from technical leaders and managers when faced with the ITIL “hype”.
The purpose of this presentation is to introduce what ITIL is really about, and take away the mystery.
Explain and Justify PROCESS to TECHNICAL Audience.
“ITIL for Dummies” ?
(c) Dennis Adams Associates Ltd, 2005

3. Managing Production Systems
Topics to Cover
What is ITIL ?
What do we mean by a “Process Approach” to the world as a different way of looking at how we work together ?
What are the main Processes within ITIL ?
What some of the main Processes look like in more Detail
The importance of the Configuration Management Database (CMDB)
Conclusions: Don’t “Implement ITIL?” (!?)
Time for Questions…
(c) Dennis Adams Associates Ltd, 2005

4. The ITIL definition of IT “Service” - is this helpful ??
Managing Production Systems
The ITIL definition of IT “Service” - is this helpful ??
“An integrated composite
that consists of a number of components
such as management processes,
hardware, software, facilities and people
that provides a capability to satisfy
a stated management need or objective.”
This sort of verbal obfuscation is what gives PROCESS a bad name… !
Dictionary of IT Service Management
(c) Dennis Adams Associates Ltd, 2005

5. Think of MANAGING IT as PROVIDING a SERVICE
Managing Production Systems
Think of MANAGING IT as PROVIDING a SERVICE
SERVICE
DELIVERY
BUSINESS
IT SERVICE
SERVICE SUPPORT
What we really mean is this.
We increasingly have to think of IT as more than a collection of technical bits (servers, databases etc.)
We need to think of IT as being a SERVICE and that we, as technical people and professionals, SUPPORT that Service.
We then DELIVER that Service to the BUSINESS, for the purpose of making MONEY.
Align IT services with the needs of the Business
Improve the Quality of the Service
Reduce the long-term costs
(c) Dennis Adams Associates Ltd, 2005

6. Think in terms of PROCESSES rather than SKILLS
Managing Production Systems
Think in terms of PROCESSES rather than SKILLS
Functional Organization
Process Approach
When we start thinking of IT as a Service, then we start thinking about how do we manage it better.
Say “what are we trying to achieve overall?”
Rather than “what does this team do?”
Using a Process Approach, we no longer think in terms of individual technical teams “doing their own thing”.
Rather we think in terms of the overall goal which should be directed to the main goals of the organization.
(c) Dennis Adams Associates Ltd, 2005

7. Managing Production Systems
What is ITIL?
ITIL = “Information Technology Infrastructure Library”
A Library of Processes books outlining “good practice” for managing IT Infrastructure.
A set of ready-made “how to” references.
ITIL IS A NON-PRESCRIPTIVE REFERENCE
ITIL® is a Registered Trade Mark, and a Registered Community Trade Mark of the Office of Government Commerce, and is Registered in the U.S. Patent and Trademark Office
ITIL revision 3 is currently being written.
A British Standard (BS 15000) certification (BS to come).
Linked to ISO 9000 Quality Certification.
ITIL was conceived by the British Government who approached various organisations and experts to write the books which were originally published in the 1980s.
These were revised in 2001 and 2002, and the library has expanded in scope since then.
The latest version is being developed for publication in 2007.
(c) Dennis Adams Associates Ltd, 2005

8. An Analogy: Remember Development Methodologies?
Managing Production Systems
An Analogy: Remember Development Methodologies?
Hobby craft developer
Quick and Dirty
Prototype and User Design
Waterfall Development
Structured Design Method
Sometimes these methodologies can get in the way, sometimes they help.
Either way, they can be useful, if you “pick-and-choose” what will help you.
And remember - ITIL is NON-PRESCRIPTIVE - IT does not demand that you do anything!
Anarchy ?
JFDI ?
Paralysis of Analysis ?
Development Methodologies define Ways of Working to ensure that we do things in a Repeatable, Professional manner.
(c) Dennis Adams Associates Ltd, 2005

9. PRINCE 2 (Projects) ITIL (Infrastructure)
Managing Production Systems
PRINCE 2 (Projects) ITIL (Infrastructure)
DEVELOPMENT
PRODUCTION
Initiate
Document the Configuration
Design
New Application Releases
Infrastructures Changes
Build
Identify root-cause of Problems
Just as PRINCE2 is a methodology, an approach, which can be used successfully by development teams to manage projects,
So ITIL is an approach, a set of “best practices” for managing the day-to-day support activities in Production.
Resolve Customer Incidents
Test
Service Desk / Help Desk
Deploy
(c) Dennis Adams Associates Ltd, 2005

10. The ITIL Library of Process Books
Managing Production Systems
The ITIL Library of Process Books
ICT Infrastructure Management
Security Management
Service Delivery
The Business Perspective
Application Management
Service Support
This is what the ITIL library actually consists of.
Recently Added:
Introduction to ITIL
Software Asset Management
Small-Scale Implementation
Planning to Implement Service Management
Key:
“CORE ITIL”
Main Volumes
Supplementary Volumes
(c) Dennis Adams Associates Ltd, 2005

11. The Core ITIL Books: IT Service Management
Managing Production Systems
The Core ITIL Books: IT Service Management
Capacity Management
Availability Management
IT Service Continuity Management.
Service Level Management
IT Financial Management
Service Desk
Incident Management
Problem Management
Change Management
Release Management
Configuration Management
Service Delivery
Service Support
As mentioned, the key volumes are SERVICE DELIVERY and SERVICE SUPPORT.
They are often what is called “Core ITIL”.
Most people, when they talk about ITIL, are thinking of these two books only, and the chapters in them.
So, when we talk about ITIL, we need to understand what is meant by these 11 topics.
User Support
Control Processes
(c) Dennis Adams Associates Ltd, 2005

12. EXAMPLE: Process to manage CHANGE
Managing Production Systems
EXAMPLE: Process to manage CHANGE
Request for Change
Change Review
Log RFC
Inform Users
Assess Priority
Approval
Impact Analysis
Change Scheduling
Categorize
Testing Plans
(c) Dennis Adams Associates Ltd, 2005

13. EXAMPLE: What is CAPACITY PLANNING ?
Managing Production Systems
EXAMPLE: What is CAPACITY PLANNING ?
BUSINESS CAPACITY MANAGEMENT
Future Service requirements from the Business
Future Capacity from the Business
Resource Requirements in future.
CAPACITY PLAN
SERVICE CAPACITY MANAGEMENT
What are the existing requirements?
Are we meeting SLAs?
How well are we utilising existing resources today?
RESOURCE CAPACITY MANAGEMENT
How well are we using existing technology?
Are we using each component appropriately?
What future technologies could be better?
(c) Dennis Adams Associates Ltd, 2005

14. EXAMPLE: The activities in CAPACITY PLANNING
Managing Production Systems
EXAMPLE: The activities in CAPACITY PLANNING
Resource
Utilisation
Business Strategy
Business Planning
Service
Level
Thresholds
Monitoring
Analysis
IT Strategy
Tuning
Service
Level
Exceptions
Implementation IT
Business
Plan
Resource
Utilisation
Exceptions
Ensuring we can meet our SLAs
(c) Dennis Adams Associates Ltd, 2005

15. Some Best Practices in the ITIL Library
Managing Production Systems
Some Best Practices in the ITIL Library
How to get the best benefit from a SERVICE DESK
Single point of contact, Monitoring and escalation on behalf of customers.
A systematic way of managing INCIDENTS:
Log / Classify / Investigate / Diagnose / Resolution
Being Pro-Active: PROBLEM MANAGEMENT
Root Cause Analysis, Kepner & Tregoe Analysis, Ishikawa diagrams.
Keeping track of IT Assets: CONFIGURATION MANAGEMENT
Stopping dangerous changes: CHANGE & RELEASE MANAGEMENT
Impact Analysis and Authorisation before Changes
Being Customer-Focused: SERVICE LEVEL MANAGEMENT
Bean-Counting: FINANCIAL MANAGEMENT
Charge-back to reflect the cost to the Business.
CAPACITY: Prediction instead of Panic
AVAILABILITY
Design for continual up-time
DR and BCP: IT SERVICE CONTINUITY
Risk Assessment and Planning
(c) Dennis Adams Associates Ltd, 2005

16. Why implement ITIL-based processes?
Managing Production Systems
Why implement ITIL-based processes?
ITIL emphasises that IT should be seen as a service to the business.
ITIL could be (part of) a Quality Management strategy to improve the quality of the IT Service for the business.
Introducing clear processes should enable the company to grow and/or bring on more staff more easily.
Being based on a “best practice” approach means that you do not have to reinvent the wheel.
Cost reduction - Standardising “how you do things” can simplify and reduce costs.
Professionalism / Clear points of contact with external organisations and stakeholders.
(c) Dennis Adams Associates Ltd, 2005

17. The BEST WAY to Implement ITIL Service Management?
Managing Production Systems
The BEST WAY to Implement ITIL Service Management?
Service Desk
Incident
Problem
Change
Release
Configuration
Configuration Management Database (CMDB)
(c) Dennis Adams Associates Ltd, 2005

18. Managing Production Systems
…or MORE LIKE THIS ?
Service Desk
Incident
Problem
Change
Release
Configuration
Configuration Management Database (CMDB)
(c) Dennis Adams Associates Ltd, 2005

19. .. Just Some parts of a theoretical CMDB
HARDWARE
Specification
Location
Owner
Financials
Software
USERS
Applications
Contracts
Incidents
INCIDENTS
Applications
Hardware
Resolutions
CHANGES
Applications
Users
Equipment
SOFTWARE
Licenses
Versions
APPLICATIONS
Users
Hardware
SLA
Applications
Users
Contracts
O/S
Equipment
RELEASES
Applications
KNOWN ERRORS
Incidents
INFRASTRUCTURE
SOFTWARE
e.g. Oracle
PROBLEMS
Incidents
Resolutions
B C P
DOCS
AVAILABILITY
STATISTICS
SERVICES
Applications
NETWORK
Linkages
Dependancies
DEFINITIVE SOFTWARE LIBRARY
DEFINITIVE HARDWARE STORE

20. Case Study: Understanding Applications and Machines
Data Collection
Processes
Hardware in Data Centre
New Equipment Purchasing
Server Naming
Configuration Management: Naming Conventions
Applications on machines
Change Control: Usage of Machine
Application Listing
Release Management: Applications
Objective: Impact Analysis of Applications <=> Machines

21. Managing Production Systems
Pitfalls and Warnings
“Organisations should not be over ambitious when implementing Service Management” (IT Service Management “Little ITIL”).
DON’T “IMPLEMENT ITIL”
ITIL is a Framework of Best Practices, not a Prescriptive Manual
Use what is useful, when and where it is useful.
Remember that any IT Process will only work if the participants have the right data in the right place at the right time.
Configuration Management Database (CMDB)
Remember that the objective is to document and implement repeatable processes in order to make the organisation more efficient and/or more responsive to customers.
ITIL should never been seen as an end in itself.
Fact One: The books themselves are meant to guide; they are not steadfast laws. None of the authors, contributors or publishers ever expected organizations to adhere to every word of their publications.
Fact Two: You can't implement ITIL with just processes and technology. You must address the people involved as well. ITIL demands attention to three components: people, process and technology. Changes in process improve efficiency and effectiveness. Changes in technology reduce costs and accelerate responsiveness. But you ultimately have to change people to develop the culture you need to better support the business and optimize availability of critical IT services.
(Brian Johnson)
(c) Dennis Adams Associates Ltd, 2005

22. Managing Production Systems
Some Recommendations
See ITIL processes as a way of standardising what is already done / should be already done.
Everyone should benefit from simplified and clearer ways of doing things.
Consider the ITIL Foundation Exam
For most IT Infrastructure Professionals, it is “common sense”
Looks good on the CV
Gives you a common “vocabulary” for discussing how things are done
Emphasises “customer focus” and “process”
40 questions multiple-choice, pass mark is 25.
Keep asking “what is the business benefit ?”
(c) Dennis Adams Associates Ltd, 2005

23. Further Useful Information
Managing Production Systems
Further Useful Information
OGC Home Page for ITIL:
TSO (The Stationery Office):
IT Service Management Forum (itSMF):
Interactive Forum:
ITIL Toolkit:
Key Skills Training:
Square Mile Systems:
Pink Elephant Consultancy:
Dennis Adams Associates:
What is the itSMF?
A not-for-profit organisation owned by its members, the itSMF is a major influence on, and contributor to, industry best practice, Standards and personal development, working with a wide range of governmental and standards bodies worldwide.Formed in the UK in 1991, there are now national chapters in an ever-increasing number of countries.
There is an International body that guides and supports existing and emerging chapters, their website is
(c) Dennis Adams Associates Ltd, 2005

24. Managing Production Systems
Questions?
Is ITIL a panacea for all IT Infrastructure Management challenges?
It never claims to be !
It is a set of good practice processes to be used as a “toolkit”
ITIL itself speaks about:
Process / Product / People.
Implement ITIL as part of a Strategic Cultural change in the organisation, which should include:
Metrics, Operational Tools, Processes, Standards.
Can you implement “parts” of ITIL and ignore the rest?
Yes.
Remember that to make processes succeed you need appropriate data.
(c) Dennis Adams Associates Ltd, 2005

25. Managing Production Systems
Dennis Adams
Managing Production Systems
a s s o c i a t e s
More Questions ?
(c) Dennis Adams Associates Ltd, 2005

26. Beginners Guide to ITIL - help or hindrance?
Dennis Adams
Managing Production Systems
a s s o c i a t e s
Management and Infrastructure SIG Meeting
Beginners Guide to ITIL - help or hindrance?
Can it help me?
What are the pitfalls?
Dennis Adams
4th October 2006
(c) Dennis Adams Associates Ltd, 2005