Martin Sarnovský

Department of Cybernetics and Artificial IntelligenceFaculty of Electrical Engineering and Informatics

Technical University of Košice

Introduction to ITILIntroduction to ITIL

ContentContent

IT Service

IT Management

ITIL – Introduction

ITIL – History

ITIL – Basics

Idea of an ideal (IT) worldIdea of an ideal (IT) world

IT infrastructure never fails

Support teams work together

Documentation is always up-to-date

New systems are being introduced without problems

Users are always trained for new systems

We never have to solve the same problem twice

Customers are always happy

Why do organizations invest in IT?Why do organizations invest in IT?

They expect that IT will help them to implement their business plans

IT will help to ensure the functioning of the inside-business activities

Faster More Efficiently More Reliably Cheaper

Shift from products towards services

IT Service ManagementIT Service Management

• Advanced ICT technologies are necessary, not sufficient

• Technology itself will not guarantee the operation of services

• IT Service Management -

• ITSM = IT Service Management

• ITSM is focused on management of interaction between people,

processes and technology

• „Ensure delivery of quality IT Services that support the business

objectives of the organization by using the cost effective resources“

• ITSM is technique of Control of the IT services, includes development of

service, implementation and support

• Objective – to provide quality services to customers

ServiceService

• Definition:

A means of delivering value to customers by facilitating outcomes customers

want to achieve without the ownership of specific costs and risks.

• Outcomes for customer

• Sales people spending more time interacting with the customers

• Delivered by service

• Remote access service that enables reliable access to corporate

sales systems from sales people’s laptops and mobile devices

• Service Management

•Set of specialized organizational capabilities for providing “value” to

customers in the form of services

IT ServiceIT Service

• Definition:

• One or more IT systems and mechanisms which enable a business

processes of the organization

• Examples of IT services

• Infrastructure services (operation of infrastructure, data, communication)

• Application services (operation, installation of applications etc.)

• Training of users

• Minor services (statistics, billing ...)

• Is not service

• MS Outlook, Exchange server, CISCO, 10Mbit Internet connection

• Is service

• E-mail service with support

SLA – SLA – ServiceService LevelLevel Agreement Agreement

The basic tool for the IT services management via services

SLA (Service Level Agreement) defines major interfaces between IT

service supplier (e.g. IT department of the organization) and customer

(e.g. business customers)

Definition of rights and obligations of suppliers and customers Service hours, availability, quality, reliability Customer support, performance parameters, change management,

security Financial aspects (cost, payment method)

Frameworks of IT Service ManagementFrameworks of IT Service Management

ITIL (IT Infrastructure Library) Author – OGC At first, only the UK, USA, NL, today the whole world

CobiT (Control objectives for Information and Related Technology) USA Focused especially on audit of IT and support of senior

management CMMI (Cabability Maturity Model Improved)

Especially focused on software development ISO 17799

Standard for improving practices of organization in the area of

information security

ITSMITSM standardization standardization

Standards for IT Service Management Methodology – series of steps that leads to the

acquisition/application of knowledge (defined by framework) Standard – defined and confirmed on the basis of a set of

methods and criteria

ISO Standards for IT or BS (British standards) BS15000 ISO20000

CobiTCobiT

Control Objectives for Information and related Technology (1996) Framework that exceeds IT Service Management – IT Governance

The system by which the current and future use of ICT is directed and

controlled. It involves evaluating and directing the plans for the use of

ICT to support the organisation and monitoring this use to achieve plans.

It includes the strategy and policies for using ICT within an organisation. Objective - to provide a framework for the management and control system

over the IT environment (set up just like other management and control

systems of organization) 34 processes v 4 domains

Plan and Organize Acquire and Implement Deliver and Support Monitor and Evaulate

CMMICMMI

Capability Maturity Model Integration (1996) Model of basic processes in organization that contains

recommendations how to effectively implement them Model CMMI defines 3 components

Required – must be implemented in the control processes Expected – practices, may be implemented Informative – references, background papers

The framework focused on the development and maintenance of SW

but also services

ITILITIL

ITIL – IT Infrastructure Library A set of publications (5) Is a set of so-called best practices – guidance for ITSM

Best practices – verified in practice Implementation of the things that have demonstrated their

operational capability and effectiveness in practice

History of History of ITILITIL

Origins – UK, 80. years Government agency CCTA (Central Computer and

Telecommunications Agency) – pursuit of standard similar to

ISO 9000 but focused on providing IT services The contract for the development of manuals, that must followed

by the suppliers of IT services UK, 90. years

OGC (Office of Government Commerce) is formed and becomes

an authority in reissuing a series of ITIL publications Formation of itSMF (IT Service Management Forum) Later, the framework is taken over by private sector

History of History of ITIL (2)ITIL (2)

ITIL version 1.0 46 publications (1984 - 1995), best practices from IT Service

Management for the purposes the British government offices and

entities providing IT services to government ITIL version 2

2001, publications issued during 1999-2006 Already under the name of OGC Reduction of the original range to 8 books, including new,

previously separated books into the current version of ITIL Service

Support and Service Delivery ITIL version 3

30. May 2007 – official release of 5 publications – core ITIL v.3 ITIL 2011 – the owner is no longer a OGC but HM Government.

ITIL v.2 – ITIL v.2 – deficienciesdeficiencies

The reason for upgrading to v.3 – formal objections of OGC Publications were describing an implementation of ITIL too vaguely, the

requirement for standardization was increased

The absence of clearly defined metrics and mechanisms to ensure

improvement of the processes

Insufficiently covered area dealing with suppliers and with sourcing

Improper mapping of IT processes to business processes

The absence of the mapping of process roles to organizational

business structures

ITIL v.3ITIL v.3

3 parts Key publications create core

cover individual parts of the service life-cycle Complementary publications form extension of core (circumference)

describe specifics of ITIL, depending on particular area,

environment or situation Documentation on the Web, which will be created by supplemental

dynamic resources such as process maps, templates, documents and

so-called white papers or case studies.

ITIL v.3 (2)ITIL v.3 (2)

Service Strategy The core of life-cycle service in compliance with ITIL What services should be provided Who are to be provided How will be measured the performance of services A key process

Service Portfolio Management Demand Management

SLP – Service Level Package

Service Design Service Catalogue Management – central source of information about IT services

delivered by service providers Capacity Management Availability Management ITS Continuity Management – Risk Management, analysis of the impact on

business Information Security Management Service Design Package

ITIL v.3 (3)ITIL v.3 (3)

Service Transition Purpose – deliver designed services into service Change management Planning and support of transition Release and deployment management Service validation and testing Evaluation

Service Operation Event management Incident management Request Fulfilment Problem management

Service Desk

Continual Service Improvement

CharacteristicCharacteristic featuresfeatures

Process management To control services is used process-oriented approach, process is

controlled, monitored, measured, evaluated and constantly

enhanced Customer-oriented approach

Processes designed considering the customer's needs (all) Clear terminology

Eliminates misunderstandings Platform independence

Can be used also outside ICT, in any business, in any service Public Domain

May be implemented by anyone within own organization

Business benefitsBusiness benefits

The main objective start cycle of continuous improvement of processes quality

Specific benefits to the individual parts of ITIL

Improving the quality of IT services Availability and reliability of IT systems Improvement of communication flows Higher productivity Reducing the volume of repetitive work

The relationship between ITIL and ISO 20000 (chronology)The relationship between ITIL and ISO 20000 (chronology)

ApplicationApplication Support Support ITILITIL

Portal PinkElephant (www.pinkelephant.com) Certification and verification of ITIL tools, certification program

PinkVerify+ PinkVerify Service Support Enhanced

is granted to software tool, if it covered Incident Management, Problem Management, Change

Management, Configuration Management and at least one of - Service Level Management,

Release Management or Availability Management

PinkVerify Service Support if are covered Incident, Problem, Change and Configuration Managements

PinkVerify Service Monitoring if is compatible with the processes of Availability Management and Capacity Management.

PinkVerify Service Deployment if is compatible with the processes of Change Management and Deployment Management

Some of SW solutionsSome of SW solutions

HP Service Manager PinkVerify™ Service Support Enhanced Supports all processes of 7 controlled areas by ITIL

• Web interface for creating of service request

• Support of Service Level Agreement (SLA) Lifecycle Management

• Support of Service Catalogue

• Support of multilingual services

• Support of notifications

• Openness to integration:

• published programming interface WEB API,

• web interface integration with other applications (telephone exchange),

• automatic or manual imports,

• automatic processing of incoming mail.

• Keeping records of access to system and data changes.

• This is a relatively large and expensive tool, closely linked with other products and

enhancements from HP corp.

Some of SW solutionsSome of SW solutions (2)(2)

OTRS (Open Ticket Request System) - source code of this application is freely available and primarily designed for system of technical support

Characteristics: It is freely available licensed under the GNU GPL13. Supports only processes of Incident Management, Problem Management, Service Level Management and after extension of ITSM 1.0 it also contains support for Configuration Management and its CMDB. A simple web-based tool that is able to work on any web server capable to run Perl scripts. It is still "alive" and evolving project.

ITIL application

For which businesses is ITIL suitable? Public sector - ministries and government departments, provincial,

municipalities and local authorities, ... Private sector - financial institutions, telecommunications,

transport, trade, service providers

Size of the Enterprise: Small and Medium Enterprises? ITIL lite Large (from the smallest establishments to multinational)

Significant the extent of IT

There is no need to be limited only to the IT services

What ITIL does not provide?

It does not contain recommendations for specific tools It does not dealt with the methodology of implementation (provides

advices, for a methodology PRINCE2 to be used) It does not dealt with the specific form of organizational structures ITIL is not a methodology but a framework for processes design, it

provides framework advices on how to proceed with an introduction of

ITSM Advantages

Freedom during processes implementation Since it is platform and implementation independent, outcomes

from all departments are compatible and universally applicable

(SW tools, trainings, consulting services)

Questions?Questions?

More info - WIKI page of the course: https://chimera.fei.tuke.sk/rip

Info also at http://www.itsmf.sk