Lesson 2 itil

ITIL Lesson 2

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What Is ITIL?

The Information Technology Infrastructure Library (ITIL) provides a framework of “Best Practice” guidance for IT Service Management and is the most widely used in the world. The de facto standard in IT Service Management

http://www.youtube.com/watch?v=vBguassbAzo&playnext=1&list=PL953EC0545D61D244&feature=results_main

A framework, developed by the United Kingdom’s Office of Government Commerce (OGC) captured in a series of books

Main Items To Remember

Remember the movement of a ticket(incident), 1st, to 2nd, to 3rd, to Nth, etc.

Remember for major issues: an incident record moves into a problem record, then a known error record, then a request for change, then a change

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What is IT Service Management?

IT Service Management is a top-down, business driven approach to the management of IT that specifically addresses the strategic business value generated by the IT organization and the need to deliver a high quality IT service.

IT Service Management is designed to focus on the people, processes and technology issues that IT organizations face.

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ITIL: Library Series

1. Service Desk

2. Incident Management

3. Problem Management

4. Change Management

5. Release Management

6. Configuration Management

7. Service Level Management

8. Availability Management

9. Capacity Management

10. Financial Management for IT Services

11. IT Service Continuity Management

12. Service Delivery

13. Infrastructure Management

14. Applications Management

15. Security Management

The library is a set of books:

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Benefits of Adopting ITIL

ITIL best practices allow you to create services that are standardized and repeatable

Enhanced Customer satisfaction as service providers know and deliver what is expected of them

Overall improved quality of business operations by ensuring the IT processes align to the business processes

Model compatible with PMBOK, SixSigma, ISO

More reliable business support provided by processes such as Incident and Change Management – as well as the Service Desk function

Provides a common language, guidelines for the establishment of roles, responsibilities and skills requirements

Increases productivity of Business and Customer staff because of more reliable and available IT services

Lowers the cost of delivering services Enables customer expectation setting and satisfaction Ensures consistent, enhanced service quality

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Service Support Processes

Service Desk: Provide a strategic central point of contact for customers and an

operational single point of contact for managing incidents to resolution – actually a function, not a process.

Incident Management: Restore normal service operation as quickly as possible and minimize

adverse impact on business operations within the defined parameters of service level agreements.

Problem Management: Minimize the impact of incidents and problems on the business that are

caused by errors in the IT infrastructure and to prevent recurrence of incidents related to these errors.

Change Management: Ensure standardized methods and procedures are used for efficient and

prompt handling of all changes to minimize the impact of change-related incidents upon service quality improving day to day operations.

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Release Management: Holistic view of a Change to an IT service to ensure all aspects of a

release, both technical and non-technical are considered together.

Configuration Management: Identify, record and report on all IT components that are under the control

and scope of Configuration Management.

Service Level Management: Improve and maintain IT Service Quality through repetitive agreeing,

monitoring, and reporting of IT Service achievements and investigate actions to eradicate poor service.

Financial Management for IT: Provide cost-effective stewardship of the IT assets and resources used in

providing IT services.

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Capacity Management: Ensure IT Infrastructure capacity matches evolving business demands

both cost effectively and timely. Balance cost to capacity and supply to demand.

IT Service Continuity: Support Business Continuity Management (BCM) by ensuring business

defined critical IT technical and service facilities can be recovered within predefined timeframes.

Availability Management: Optimize IT Infrastructure services and partners capability to deliver a cost

effective and sustainable level of availability enabling business objectives to be met.

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Service Support KPI’s

Process Core Objective Example Core KPIs Category

Incident Restore service degradations to expected level ASAP

# of Incident by category, priority and resolution type by LOB

# of Incidents restored within SLA Targets

Quality

Performance

Problem Identify systemic Infrastructure Errors and eliminate them to minimize impact and improve availability

# of problems identified & root cause determined with solution or workaround.

# of Repeat incidents by category trending downwards

Quality

Value

Change Handle changes efficiently while minimizing impact to service delivery

# of changes by type / category / Group / Customer. (emergency changes trending down)

# of changes that have resulting incidents, or fail and have to be backed out

Quality

Value

Config. Identify / control / manage IT resources within a Configuration Management Database

% of CMDB data population and accuracy vs actual, according to scope

% Growth or Change by CI type over an elapsed time period

Quality

Value

Release Ensure production readiness, quality and authorization of new or modified CIs and their planned deployment

# of releases by type that satisfy release management criteria when submitted to Change

# of releases that bypass the process

Quality

Compliance

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Let’s Look at Incident Management

To restore normal service operation as quickly as possible and minimize the adverse impact on business operations

Incident management can be performed by 1st, 2nd, 3rd,…, Nth level support teams, including 3rd party vendors and management

An incident is a deviation from the expected standard operation of a system or service

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First, Second & Third Line Support1st level Incident Detection &

Recording

Service Request

ProcedureService RequestService Request

Classification & Initial Support

Investigation & Diagnosis

Resolution & Recovery

Resolved?Resolved?

Incident Closure

No

Yes

2nd level



Resolved?Resolved?No

Yes

3rd level

Resolved?Resolved?



No

Yes

Nth

level

Etc.

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Prioritization

3 2 1

4 3 2

5 4 3

Low Medium High

Low

Medium

High

URGENCY

IMP

AC

T

HighestPriority

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Handling Major Incidents

Notify the Problem Manager Should arrange a formal meeting with

interested parties (or regular meetings if necessary) All key in-house support staff Vendor support staff IT Services management Service Desk representative Customer representative

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Definitions

Problem A condition identified from multiple incidents

exhibiting common symptoms, or from a single significant Incident, indicative of a single error, for which the cause is unknown

Known Error A condition identified by successful diagnosis of

the root cause of a problem, when it is confirmed which CI is at fault

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Problem Closure & Resolution

When a Problem has been resolved the Problem Manager should ensure that: The details of the actions taken to resolve the

problem are concise and readable Classification is complete and accurate according to

the root cause Resolution/action is agreed with the Customer All details applicable are recorded such that:

The Customer is satisfied Cost-center project codes are allocated Time spent on the problem is recorded The person, date/time of closure is recorded

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Proactive Problem Management

Proactive Problem Management is concerned with: Identifying Problems and Known Errors Resolving Problems and Known Errors Before incidents occur

Problem prevention ranges from: Prevention of individual problems To strategic decisions And supplying Customers with information to stop

them from calling for assistance

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Trend Analysis

Incident and problem analysis can reveal: Trends such as the post-change occurrence of

particular problem types

Emerging faults of a particular type

Recurring problems of a particular type or with an individual item

The need for more customer training or better documentation

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Problem Reviews

The appropriate people involved in the resolution All key in-house support staff Vendor support staff IT Services management Service Desk representative Customer representative

Should be called to the review to determine: What was done right What was done wrong What could be done better next time How to prevent the Problem from happening again

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ChangeManagement

Incident Management

Problem Management

From Incident(s) To A Problem To A Known Error To A Change

ProblemProblem Known ErrorKnown Error

ChangeCI at Fault

XX

XX X

X

XX} X

X

X

X} XX

XX}

Workaround

}Incident Matching

Problemevolves

into error record

Root causedetermined

Temporary solution

RFC