ITIL FundamentalsITIL FundamentalsJune 12, 2008June 12, 2008

PMI-SVC PMI-SVC PresentationPresentation

Robert TrottRobert Trott

Project ManagementProject Management

Technology ConsultingTechnology Consulting

ITSMIITSMI

This information comes from the IT This information comes from the IT Service Management InstituteService Management Institute

The Service Management ITIL The Service Management ITIL Foundation Certification Class Version Foundation Certification Class Version 6.0.5 6.0.5

The Managing the Business of IT SeriesThe Managing the Business of IT Series

An IT Service Management ‘Body of An IT Service Management ‘Body of Knowledge’ (Knowledge’ (ITSMBOKITSMBOK ) Trade Mark ) Trade Mark

ITIL – Information ITIL – Information Technology Infrastructure Technology Infrastructure

LibraryLibrary• Developed in 1980 ITIL documented best Developed in 1980 ITIL documented best

practices for the support and delivery of IT practices for the support and delivery of IT Operations and Services ManagementOperations and Services Management

• Influenced by IBM’s Information Systems Influenced by IBM’s Information Systems Management Architecture (ISMA) it was Management Architecture (ISMA) it was developed to be a frame work and standard developed to be a frame work and standard for service management.for service management.

• Backed by the international user group, the Backed by the international user group, the IT Service Management Forum (itSMF) and IT Service Management Forum (itSMF) and is the basis for is the basis for ISOISO 20002000 specifications. specifications.

What is the IT What is the IT Infrastructure LibraryInfrastructure Library

• A library collection of IT operations A library collection of IT operations management knowledge and experience management knowledge and experience consolidated into ten main domainsconsolidated into ten main domains

• Applications or Applications or ideasideas to manage the day to day to manage the day to day practice and planning of service management practice and planning of service management operationsoperations

• ITIL is a starting point that represents a ITIL is a starting point that represents a common language for IT business theoretically common language for IT business theoretically sound practices sound practices

• It is supported by the IT Service Management It is supported by the IT Service Management Forum (Forum (itSMFitSMF) and is the basis for a multilevel ) and is the basis for a multilevel IT professional certification program.IT professional certification program.

ITIL Certification ITIL Certification CurriculumCurriculum

• ITIL Foundation Certificate ITIL Foundation Certificate – Understanding of the basic principles, terms, Understanding of the basic principles, terms,

concepts and mission of each core functional concepts and mission of each core functional domaindomain

• ITIL Practitioner CertificationITIL Practitioner Certification– Understands and demonstrates knowledge and ability to Understands and demonstrates knowledge and ability to

practice the implementation, management, and tailoring the practice the implementation, management, and tailoring the 10 10 functional domainsfunctional domains

• ITIL Service Manager Management CertificationITIL Service Manager Management Certification– Understands the management philosophy, theory, overall Understands the management philosophy, theory, overall

benefits for the organization, benefits for the organization, implementation approach, implementation approach, key measurements and key ingredients for the success of key measurements and key ingredients for the success of the introduction of a service management strategy based the introduction of a service management strategy based on ITIL.on ITIL.

ITIL Exam Certification ITIL Exam Certification DomainsDomains

Version 2.0 ArchitectureVersion 2.0 Architecture

• Incident ManagementIncident Management• Problem ManagementProblem Management• Change ManagementChange Management• Configuration ManagementConfiguration Management• Release ManagementRelease Management• Service Level ManagementService Level Management• Financial Management IT ServicesFinancial Management IT Services• Capacity ManagementCapacity Management• Availability ManagementAvailability Management• It Service Continuity ManagementIt Service Continuity Management• Service Desk Service Desk Version 3.0 ArchitectureVersion 3.0 Architecture

ITIL ConstraintsITIL ConstraintsIn and of itself it is In and of itself it is Not the followingNot the following

• Implementable (adopt and adapt), Implementable (adopt and adapt), • a common language, a common language, • an organization regulatory standard, an organization regulatory standard,

• imposable, prescriptive, end goal. imposable, prescriptive, end goal. • A “how” to…A “how” to…

ITIL AssumptionsITIL AssumptionsIt is a Driver for IT Service Management best It is a Driver for IT Service Management best

practicespractices

A necessary cost of doing business and one of A necessary cost of doing business and one of the top five business expenses. It represents the top five business expenses. It represents a Holistic Service Management approacha Holistic Service Management approach

As an AssumptionAs an Assumption• Business demands IT is providing Business demands IT is providing

(improved) Value where results achieved (improved) Value where results achieved are factored by the cost of achievementare factored by the cost of achievement

• Business requires IT have (a degree) of Business requires IT have (a degree) of transparency where Expectations represent transparency where Expectations represent capability that is factored by required capability that is factored by required resultsresults

ITIL Version 2.0 ITIL Version 2.0 ArchitectureArchitecture

Versions 3.0 is in the final stagesVersions 3.0 is in the final stages

• Planning to ImplementPlanning to Implement• Information and Communications Technology Information and Communications Technology

(ICT) Infrastructure Management(ICT) Infrastructure Management• The Business PerspectiveThe Business Perspective• Service ManagementService Management

– The Service Delivery SetThe Service Delivery Set– The Service Support SetThe Service Support Set

• Application ManagementApplication Management• Software Asset ManagementSoftware Asset Management• Security ManagementSecurity Management

The Service Delivery SetThe Service Delivery Set

ITIL Version 2.0 ArchitectureITIL Version 2.0 Architecture

TheBusiness

The Technology

Planning to implement service management

Application Management

The Business

Perspective

ICT Infrastructure Management

Service ManagementService SupportService Delivery

Software AssetManagement

Security Management

The Holistic Service The Holistic Service Management ApproachManagement Approach

Encompasses the business (enterprise) IT Encompasses the business (enterprise) IT approachapproach

Business Environment

Requirements

OperationsFramework

Service Fulfillment

Governance Framework

Business Plan

VisionStrategyMissionObjectives

Service Management Service Management Practices Practices

Part 1 The Business SidePart 1 The Business Side• Business Service ManagementBusiness Service Management

– Governance & Regulations ManagementGovernance & Regulations Management– Portfolio ManagementPortfolio Management– Business Relations ManagementBusiness Relations Management– Business Continuity ManagementBusiness Continuity Management– Risk ManagementRisk Management– Requirement ManagementRequirement Management

• Service Fulfillment ManagementService Fulfillment Management– Service Marketing ManagementService Marketing Management– Service PlanningService Planning– Service Provision ManagementService Provision Management– Provider Relations ManagementProvider Relations Management– Service Request ManagementService Request Management– Service Opportunity ManagementService Opportunity Management

• Service Quality ManagementService Quality Management– Service Quality PlanningService Quality Planning– Service ExcellenceService Excellence– Service Lifecycle ManagementService Lifecycle Management– Capacity ManagementCapacity Management– Performance ManagementPerformance Management– Audit and Assessment ManagementAudit and Assessment Management

Service Management Service Management Practices Practices

Part 2 The IT SidePart 2 The IT Side• Service Delivery ManagementService Delivery Management

– Service Level ManagementService Level Management– Service Asset ManagementService Asset Management– Security ManagementSecurity Management– Capacity ManagementCapacity Management– Service ContinuityService Continuity– Availability ManagementAvailability Management

• Service Operations ManagementService Operations Management– Service Support ManagementService Support Management– Operations Level ManagementOperations Level Management– Supplier ManagementSupplier Management– Service Incident ManagementService Incident Management– Problem ManagementProblem Management– Service Impact ManagementService Impact Management

• Service Infrastructure ManagementService Infrastructure Management– Facilities ManagementFacilities Management– Applications ManagementApplications Management– Systems ManagementSystems Management– Configuration ManagementConfiguration Management– Service Change ManagementService Change Management– Service Release ManagementService Release Management

Service Management Service Management Practices Practices

Part 3 Value ManagementPart 3 Value Management

• Financial Management of IT ServiceFinancial Management of IT Service• Value MappingValue Mapping

Service Management Service Management Holistic Practices Holistic Practices

Managing the Business of IT Reference ModelManaging the Business of IT Reference Model

Business ServicesManagement

Service Fulfillment Management

Service Quality Management

Service Delivery Management

Service Operations Management

Service Infrastructure Management

Business IT Value Management

Financial Management of IT Services

Value Mapping

ITIL Service Delivery SetITIL Service Delivery Set

ITIL Version 2.0 ArchitectureITIL Version 2.0 Architecture

Service ManagementService Delivery

Service Level Management

Financial Mgtfor IT Mgt

Capacity Management

Availability Management

IT Services Continuity Mgt

Service Level Management Service Level Management DomainDomain

• GoalsGoals– Meet expectations, Right quality, Within cost, Understood by customer, Meet expectations, Right quality, Within cost, Understood by customer,

Measurable by provider, Promise what you can measure, Inspect what you Measurable by provider, Promise what you can measure, Inspect what you expectexpect

• ScopeScope– Service provider organization, Align business & IT expectations, Arbitrate Service provider organization, Align business & IT expectations, Arbitrate

service issues, Control customer satisfaction, service issues, Control customer satisfaction, Translate customer results, Value of IT serviceTranslate customer results, Value of IT service

• ConceptsConcepts– Service, Service Quality Plan, Service Improvement Plan, Service Catalog, Service, Service Quality Plan, Service Improvement Plan, Service Catalog,

Service request provision, Service level requirements, Service level Service request provision, Service level requirements, Service level agreement levels, Operational level agreement, Underpinning contractsagreement levels, Operational level agreement, Underpinning contracts

• Major Activities Major Activities – Plan, Catalog, Request management, Define requirements, Negotiate, Plan, Catalog, Request management, Define requirements, Negotiate,

agree, contract, Monitor, Review, Report, Improveagree, contract, Monitor, Review, Report, Improve

• RelationshipsRelationships– Financial Management, Service Desk Incident Mgt, Continuity Mgt, Financial Management, Service Desk Incident Mgt, Continuity Mgt,

Capacity Mgt, Problem Mgt, Availability Mgt, Change Mgt, Configuration Capacity Mgt, Problem Mgt, Availability Mgt, Change Mgt, Configuration MgtMgt

SLM Scope of OperationSLM Scope of Operation

Service Quality Plan

Operations Level Agreement

External SpecsInternal Specs

Service Catalog

Service Request

Service Level Requirements

Underpinning Contracts

Service Level Reports Service Incidents

Service Targets

Service Level Agreement

Service Improvement Program

Multi-level SLAs

CorporateService &Customer

Provider Facing

Customer Facing

Service Quality Service Quality ManagementManagement

• Service Quality PlanService Quality Plan– The core plan detaining overall strategy, objectives, The core plan detaining overall strategy, objectives,

targets of IT servicetargets of IT service– Contains major policy on catalog agreements, Contains major policy on catalog agreements,

prioritization schemes, and operationsprioritization schemes, and operations– Should be linked to IT Business Plans and quality Should be linked to IT Business Plans and quality

improvement initiatives improvement initiatives

• Service Improvement ProgramService Improvement Program– Initiated as a result of unsatisfactory service levelsInitiated as a result of unsatisfactory service levels– Developed in conjunction with Problem and Availability Developed in conjunction with Problem and Availability

ManagementManagement– Identifies actions to restore service levelsIdentifies actions to restore service levels

Service CatalogService Catalog

• An IT org without a Catalog is like a An IT org without a Catalog is like a restaurant without a menu restaurant without a menu

• Is a Service Portfolio, the basis for Is a Service Portfolio, the basis for requesting and negotiating service requesting and negotiating service levellevel

• Includes pricing models and charging Includes pricing models and charging methodsmethods

• Requires integrated service request Requires integrated service request mgt processesmgt processes

Catalog ElementsCatalog Elements

• Offers lines of business and lines of Offers lines of business and lines of serviceservice– Performance, communications, improvement, Performance, communications, improvement,

availability, accounting, support, infrastructure, availability, accounting, support, infrastructure, business continuity, suppliersbusiness continuity, suppliers

• Offers a Balanced ScorecardOffers a Balanced Scorecard– Operational Level Agreements, std requests, Operational Level Agreements, std requests,

response, changes, costsresponse, changes, costs

Service Request Service Request ManagementManagement

• The single most influential Process The single most influential Process represents 85% of the IT work Loadrepresents 85% of the IT work Load

• Typically managed by Service Desk Typically managed by Service Desk where responses can span multiple where responses can span multiple IT functions and external resourcesIT functions and external resources

• Quality and speed govern terms Quality and speed govern terms dscribed in service and the dscribed in service and the operations level agreement operations level agreement

Service Level Service Level RequirementsRequirements

• Mandatory reference to Service Mandatory reference to Service Catalog, encapsulated in a service Catalog, encapsulated in a service request request

• Defines scope, customer requirements Defines scope, customer requirements and prepares fundingand prepares funding

• Maps customer activitiesMaps customer activities• Managed to a governance mandated Managed to a governance mandated

lifecycle to serve a service level lifecycle to serve a service level objectiveobjective

Service Level AgreementService Level Agreement

• In conjunction with the Service In conjunction with the Service Catalog the primary tool for Catalog the primary tool for expectation managementexpectation management

• May be developed at multiple levels: May be developed at multiple levels: corporate, service (regardless of corporate, service (regardless of customers), Customer (most detailed customers), Customer (most detailed closet to personal service)closet to personal service)

Operational Level Operational Level Agreement (OLA)Agreement (OLA)

• Required to enable effective, efficient Required to enable effective, efficient SLAsSLAs

• Derived from the internal specsDerived from the internal specs• Using the same monitoring policy as Using the same monitoring policy as

for the underpinning contractsfor the underpinning contracts• Standard OLAs encouraged for Standard OLAs encouraged for

infrastructure mgt groups: network, infrastructure mgt groups: network, database, applications, and overal database, applications, and overal service request mgt service request mgt

Underpinning Contracts Underpinning Contracts (UC)(UC)

• Used to Manage external suppliersUsed to Manage external suppliers• Support service levels defined in the Support service levels defined in the

OLAsOLAs• Require approval of contracts Require approval of contracts

administrator and usually the administrator and usually the customercustomer

• Should represent ‘Cascade’ of service Should represent ‘Cascade’ of service level targets seen in SLA and OLAlevel targets seen in SLA and OLA

The EndThe End

• There’s more than meets the eye in There’s more than meets the eye in ITILITIL

• The question is how far do you want The question is how far do you want to take your enterprise? to take your enterprise?

• What you want ITIL to help you What you want ITIL to help you with?with?