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TEAM ASSIGNEMENT 2ITIL

SOFTWARE PROCESS & QUALITY MANAGEMENTTEAM 3 –K16T02

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Members• Bang Huynh• Gia Tran• Nghia Le• Nhung Nguyen• Vu Nguyen

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Contents• ITIL Introduction• ITIL service management

Service strategy Service designService transitionService operationContinual service improvement

• ITIL certification

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Introduction• ITIL (IT Infrastructure Library) provides a framework of Best Practice guidance for

IT Service Management and since its creation, ITIL has grown to become the most widely accepted approach to IT Service Management in the world.

• ITIL version• The current version of ITIL is version 3• ITIL was born in the 80s of the last century, now for version 03• ITIL v1.• ITIL v2 version in the years 2000-2001, on 30/6/2010 ITIL v2 certification is not granted

anymore instead ITIL v3 (ITIL v2 consists Service Support and Service Delivery)• ITIL v3 version in 2007. ITIL in 2011 to upgrade to version 3.1 (ITIL v3 including

Strategy / Design / Transition / Operations / Continual Service Improvement)

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ITIL benifits• Increased user and customer satisfaction with IT services• Improved service availability, directly leading to increased business profits and

revenue• Financial savings from reduced rework, lost time, improved resource management

and usage • Improved time to market for new products and services• Improved decision making and optimized risk.

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ITIL service life cycle

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SERVICE STRATEGY• Strategy Generation• Service Portfolio Mnagement• Demand Management• Financial Management

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Strategy management• Strategic Service Assessment• Service Strategy Definition• Service Strategy Execution

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Service Portfolio Management

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Demand management• The purpose of ITIL Demand Management aims to understand, anticipate and

influence customer demand for services. Demand Management works with Capacity Management to ensure that the service provider has sufficient capacity to meet the required demand.

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Financial management• Financial Management covers the function and processes responsible for managing

an IT service provider’s budgeting, accounting and charging requirements. It provides the business and IT with the quantification, in financial terms, of the value of IT services, the value of the assets underlying the provisioning of those services, and the qualification of operational forecasting.

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SERVICE DESIGN• Service catalogue management• Service level management• Capacity management• Availability management• IT service continuity management (ITSCM) • Information security management• Supplier management

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Service catalogue management• Accurate and reflects the current details, status, interfaces and dependencies of all

services that are being run or being prepared to run in the live environment.• It contains a customer-facing view of the IT services in use, how they are intended

to be used, the business processes they enable, and the levels and quality of service the customer can expect of each service.

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Service level management• SLM negotiates, agrees and documents appropriate IT service targets with the

business, and then monitors and produces reports on delivery against the agreed level of service.

• The purpose of the SLM process is to ensure that all operational services and their performance are measured in a consistent, professional manner throughout the IT organization, and that the services and the reports produced meet the needs of the business and customers.

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Capacity management• Capacity Management is a process that extends across the Service Lifecycle. A key

success factor in managing capacity is ensuring it is considered during the Service Design stage. This provides the predictive and ongoing capacity indicators needed to align capacity to demand. Capacity Management ensures that the capacity and performance of the IT services and systems match the evolving agreed demands of the business in the most cost-effective and timely manner.

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Availability management• Reactive activities: monitoring, measuring, analysis and management of events,

incidents and problems involving service unavailability• Proactive activities: proactive planning, design, recommendation and

improvement of availability

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IT service continuity management (ITSCM)

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Information security management• Ensure that they can guarantee the business information is protected from

intrusion, theft, loss and unauthorized access.

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Supplier management• The Supplier Management process ensures that suppliers and the services they

provide are managed to support IT service targets and business expectations. The aim of this section is to raise awareness of the business context of working with partners and suppliers, and how this work can best be directed toward realizing business benefit for the organization.

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SERVICE TRANSITION• Change Management• Service Asset and Configuration Management• Knowledge Management

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Change management• Planning and controlling changes • Change and release scheduling • Communications • Change decision making and change authorization • Ensuring there are remediation plans • Measurement and control • Management reporting • Understanding the impact of change • Continual improvement.

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Service Asset and Configuration Management

• The purpose of SACM is to identify, control and account for service assets and configuration items (CI), protecting and ensuring their integrity across the service lifecycle.• Overall Service Asset and Configuration Management activities include:• Management and planning• Configuration identification• Configuration control• Status accounting and reporting• Verification and audit.

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Knowledge managementPurpose• Knowledge Management is to enable organizations to improve the quality of

management decision making by ensuring that reliable and secure information and data is available throughout the service lifecycle.

• ProcessThere are four key activities regarding Knowledge Management:• Knowledge management strategy• Knowledge transfer• Information management• Use of the SKMS (Service Knowledge Management System)

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SERVICE OPERATIONManagement• Event Management• Incident Management• Request Fulfilment• Problem Management• Access Management

Functions• Service Desk Function• Technical Management Function• Application Management Function• IT Operations Management Function

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Event managementPurpose• The ability to detect events, make sense of them and determine the appropriate

control action is provided by Event Management. Event Management is therefore the basis for Operational Monitoring and Control.

Business Value• Event Management provides mechanisms for early detection of incidents.• When integrated into other service management processes (such as, for

example, Availability or Capacity Management• Management provides a basis for automated operations, thus increasing

efficiencies and allowing expensive human resources to be used for more innovative work.

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Incident ManagementPurpose• Incident Management is the process for dealing with all incidents; this can include failures,

questions or queries reported by the user s (usually via a telephone call to the Service Desk), by technical staff, or automatically detected and reported by event monitoring tools.

• The primary goal of the Incident Management process is to restore normal service operation as quickly as possible and minimize the adverse impact on business operations.

Business value• The ability to detect and resolve Incidents which results in lower downtime to the business.• Higher availability of the service.• The ability to identify potential improvements to services.

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Request FulfilmentPurpose• To provide a channel for users to request and receive standard services for which a pre-defined approval

and qualification process exists • To provide information to users and customers about the availability of services and the procedure for

obtaining them • To source and deliver the components of requested standard services (e.g. licenses and software media) • To assist with general information, complaints or comments. Business value• Provide quick and effective access to standard services which business staff can use to improve their

productivity or the quality of business services and products. • Increases the level of control over these services. • Reduce costs through centralized negotiation with suppliers, and can also help to reduce the cost of

support.

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Problem managementPurpose• Problem Management is the process responsible for managing the lifecycle of all

problems. The primary objectives of Problem Management are to prevent problems and resulting incidents from happening, to eliminate recurring incidents and to minimize the impact of incidents that cannot be prevented.

Business value• Higher availability of IT services • Higher productivity of business and IT staff • Reduced expenditure on workarounds or fixes that do not work • Reduction in cost of effort in fire-fighting or resolving repeat incidents.

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Access managementPurpose• Access Management provides the right for users to be able to use a service or group of

services. It is therefore the execution of policies and actions defined in Security and Availability Management.

Business value• Controlled access to services ensures that the organization is able to maintain more

effectively the confidentiality of its information• Employees have the right level of access to execute their jobs effectively• There is less likelihood of errors being made in data entry or in the use of a critical service

by an unskilled user (e.g. production control systems)• The ability to audit use of services and to trace the abuse of services• The ability more easily to revoke access rights when needed – an important security

consideration

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Access managementPurpose• Access Management provides the right for users to be able to use a service or group of

services. It is therefore the execution of policies and actions defined in Security and Availability Management.

Business value• Controlled access to services ensures that the organization is able to maintain more

effectively the confidentiality of its information• Employees have the right level of access to execute their jobs effectively• There is less likelihood of errors being made in data entry or in the use of a critical service

by an unskilled user (e.g. production control systems)• The ability to audit use of services and to trace the abuse of services• The ability more easily to revoke access rights when needed – an important security

consideration

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Functions• Service Desk Function• Technical Management Function• Application Management Function• IT Operations Management Function

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CONTINUAL SERVICE MANAGEMENT

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CONTINUAL SERVICE MANAGEMENTService Measurement• validate previous decisions that have been made• direct activities in order to meet set targets - this is the most prevalent

reason for monitoring and measuring• justify that a course of action is required, with factual evidence or proof• intervene at the appropriate point and take corrective action.

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CONTINUAL SERVICE MANAGEMENTService reportingIT needs to build an actionable approach to reporting, i.e. what happened, what IT did, how IT will ensure it doesn’t impact again and how IT are working to improve service delivery generally.

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ITIL OVERVIEW

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ITIL CERTIFICATION• The ITIL® 2011 Certification in IT service Management is primarily

targeted at:• Individuals who require a basic understanding of the latest & up to date ITIL®

framework and how it may be used to enhance the quality of IT service management within an organization.

• IT professionals who are working within an organization that practices ITIL® and who need to be informed about - and contribute to - service improvement.

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CANDIDATE• Executive/Assistant Manager/Manager/Head IT• IT Infrastructure, System Admin/Operations, Production Support, Network Admin• IT Helpdesk Management Professional, Desktop/Application Support• Service Delivery Staff, Project Management Personnel

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ITIL LEVEL• Foundation level• Intermediate level• Expert Level• Master Level

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ITIL LEVEL

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Questions