itil intro
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Intro to ITIL @ New Horizons
Introductions
Aleksejs Truhans Citadele banka, Head of IS Development
New Horizons, Mentor
Agile Latvia member
7 years teaching Software Engineering
7 years programming
11 years managing projects and teams
http://www.linkedin.com/pub/aleksejs-truhans/b/389/704
Personal benefit?
Organize work of IT department effectively
Earn profit providing IT services
Pass an exam
Take away an overview of IT service provisioning best practice
?
Introductions
The slides
Interactive workshop
Mutual learning
ITIL
Introduction to ITIL
Practice?
ITIL - A community-defined framework and library of IT service management best practices
Some good practice, anyone?
Where the practices do come from?
Goal and problem
Goal of service management?
Problems on the way?
Goal and problem
Goal: systematic delivery of quality IT services
Problem: infrastructure, IT systems, people, processes, business services all have to be aligned to serve ultimate goal, do it efficiently and improve over time
Solution?
Reasoning behind ITIL
Why do we use it?
Who uses it?
Organizations, roles...
How do we use it?
Religiously, pragmatically, ...
Sample applications
Computing cost of a service
Understanding service dependencies (CMDB)
Organizing work around the service deskService call, Change, Incident, Problem, Workorder
IT Maturity model
Maturity measurable, correlated with capability
BenchmarkIndustry average
Comparing parts of an organisation
Defining reachable goals
Let's rate the maturity of our IT organizations
IT Maturity - Conclusions
Where are you on that scale?
What are the areas you'd like to improve?
The Landscape
CMMI - which processes + maturity levels
ITIL process details + wider lifecycle, less software development
CoBIT- compliance, security, governance measurement
Synergies?
Agile Operations - DevOps
Interdependence of development and operations
Communication and collaboration
Flickr 10 deployments/day
Involving Operations into architectural decisions
Development to be aware of runtime environment
Agile Operations - DevOps
Availability, stability, performance
Deducing necessary runtime configuration from developer workstation configurations
Automated deployment and systems management
Citadele: practice of service and application management led by development
Agile Operations - DevOps
More at http://en.wikipedia.org/wiki/DevOps
Join us at http://agile-latvia.org
ITIL Publications
England Office of Government Commerce (OGC) and IT Service Management Forum (itSMF) books:
ITIL v3 foundation
Service Design
Service Transition
Service Operation
Continual Service Improvement
ITIL v3 2007
Qualifications
Foundations
Then management-level:
Service Strategy, Design, Transition, Operation, CSI
Or more functional ones:
Operational Support and Analysis, Service Offerings and Agreements; Release, Control and Validation; Planning, Protection and Optimization
Then ITIL Expert
Foundations exam
Foundations: 1h, test multiple choice 1 of 4, 40q, 26 correct to pass
nh.lv mentored/online - any time, self-paced
+ a book
+ mock exams
Acronym city
Terms and acronyms the common language of IT service delivery. Get used to it :)
Free official glossary and acronym list:
http://www.best-management-practice.com/bookstore.asp?DI=575004&FO=1230366
Let's have a look...
Resources
Process descriptions, checklists, etc:
http://wiki.en.it-processmaps.com/
Some more materials
http://www.itiltraining.com/itil-downloads.asp
http://www.itil.org very good resource
A reference model ready for 4kEUR
http://en.it-processmaps.com/products/demo-itil-process-map.html
Resources
Gints Freibergs
Valdis tokenbergs
Practice exams and resources:
http://taruu.com/qtest.aspx
Software
http://otrs.org/
HP OVSD
Terrasoft
Computer Associates
Serena Service Manager
More terms
Warranty and utility
Process groups: Design
Transition
Operation
Strategy
Continual improvement
Most familiar processes?
ITIL v3 Process Model from http://www.ilxgroup.com/eu/downloadslist.asp?type=ITIL
Service Level Agreement
See the checklist at http://wiki.en.it-processmaps.com/index.php/Checklist_SLA_OLA_UC
Business justification and supported business processes
Vital Business Functions, critical data, estimation of loss impact
Service Level Agreement
Service time, maintenance slots, reaction and resolution times, definition of priorities
Availability, reliability and maintainability targets
Capacity and performance targets
Service continuity commitments
Responsibilities of users, security aspects, cost, locations, duration
Q&A
Thank you!
Materials used in the presentation have their source cited and are copyrighted by their respective authors. Rest of the presentation Copyright 2011 Aleksejs Truhans, licensed under a Creative Commons Attribution-NonCommercial 3.0 Unported License.
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