Master Template

Proprietary and confidential. © 2005 Perot Systems. All rights reserved. All registered trademarks are the property of their respective owners.www.perotsystems.com

People. Processes. Technology. Results.

1

7X24 Exchange LoneStar Chapter

ITIL Service Management An overview of ITIL and the Service Management process

By

Tony Ulichnie

Proprietary and confidential. © 2005 Perot Systems. All rights reserved. All registered trademarks are the property of their respective owners.www.perotsystems.com 2

Perot Systems

• Ross Perot Sr., founder in 1988 Chairman emeritus

• We’re not EDS– International Co.– Computer outsourcing (multiple industries)– Consulting (16,000 associates)– BPS (Business Process Solutions)

• Ross Jr. as CEO, Chairman of the Board

• Peter Altabef current president and CEO

• Multiple data centers across the US– 24X7 Operations– Various platforms ….mainframe to blade

systems– Infrastructure is a clear differentiator in our

business


Infrastructure Support, Service Management

• Business drivers for data center decisions– Growth of your business

(consolidation, M&A) – Technology upgrade (Blades and

beyond)– Enhanced services (e-business)– Lower Costs ($/unit, run rate) – Competition (look over your shoulder)– Customer Satisfaction (efficiency,

higher quality)Process improvement


ITIL – Information Technology Infrastructure Library

• What is ITIL?

• Why is it important?

• How can it help me?

• What can I expect?


What is it?

• Information Technology Infrastructure Library (ITIL)

• 11 Targeted integrated Service Management Processes.

• Criteria for professionalism………commonly accepted, formal body of knowledge. Formal recognition by fellow professionals. Subscription to a code of ethics.

Change Management

Configuration Management

Capacity Management

Service Support

Continuity Management

Service Level Management

Financial Management

Service Desk

Incident Management

Problem Management

Service Delivery

ITIL Service Management

Availability Management

Release Management


• Beatles, fish ‘n’ chips, Royal family fun, common language…?

• CCTA (Central Computing and Telecommunications Agency) of the UK.

• Develop standards for – SSADM (Systems Analysis and Design Methodology)– CRAMM (Risk Analysis and Mgmt Methodology)– PRICNE (Projects in a Controlled Environment)

• Developed structured “books” ergo …Library

• 5 volumes– Service Support– Service Delivery– Business perspective – ICT Infrastructure Mgmt– Applications Mgmt.

ITIL Genesis


Service Management

• Business has recognized that IT no longer sits in a support role but is part of the “core” mission critical service delivery. – Healthcare ………clinical systems (revolution)– Financial …………brokerage (N+N)– Manufacturing……ERP and e-commerce – Retail …………….Order it on the web (Lands end)


Service Management

•Service Management ….A relatively new discipline in the Data Center career field. IT services that facilitate the achievement of

corporate objectives through process development/improvement.

Includes :SLA (Service Level Agreement) Problem

CapacityConfiguration

Asset Relationship

Contingency DR and Risk MgmtIncident RequestChange


Why is ITIL Important ?

• RFP requirements– Outsourcers …. Price of admission along with CMM, PMO,

COBIT and ISO.– International business (UK origin)– Proven, Process improvement, back to the future circa 1986.

GE, Quality, Philip Crosby, (Kaizan)

• Aligns with HA strategy. Mission critical systems availability requirements.

• Competitive Advantage – Market driven ………..clients are driving the behavior


Certifications for ITIL

•PMM, CMMI, ISO, MCSA


Certifications for ITIL

• Foundations Class– 3 days with written exam

• Practitioner– 3 days – Specific discipline/function (Change/Problem)– Written exam

• Masters– 2-5 day modules – Written, oral and in course work


Data Center Certifications

• BS 7799 – Information Security Management

•Information Security Policy

•Organizational Security

•Asset Classification and Control

•Personnel Security

•Physical and Environmental Security

•Communications and Operations Management

•Access Control

•Systems Development and Maintenance

•Business Continuity Management

•Compliance


Data Center Certifications

• BS 8600 - Complaints Management Systems

• BS EN ISO 9000 (1)(4) – Quality Management Systems– Vocabulary, Requirements, Guidelines

• BS EN ISO 10007 - Quality Management Config Mgmt

• BS EN ISO 19011 – Environmental Management Sys.

• BS ISO/IEC 17799 – IT Code of Practice, Security Mgmt

•BS 15000 – IT Service Management (two parts)


Governing Boards

• ISEB Information Systems Examination Board

• EXIN Netherlands based exam board– Both are non-profit and independent. They also certify

the Training organizations.

• Training from Hewlett Packard

www.hp.com


Publications

• IT Service Management – Self-assessment Workbook

• Guide to BS 7799 risk assessment

• The IT Service Management Forum (itSMF), Pocket Guide to IT Service Management. ISBN 0952470616

A Manager’s Guide to Service Management

Dr. Jenny Dugmore

Shirley Lacey


How can ITIL help me?

• ITILs affect on Facilities management– Touches areas of interest

Scheduling ……… change requestsPlanning ………… lead times

(emergency changes)Testing……………results driven Execution ………..rollout plan and

backout planVendor mgmt…….security and

coordinationManagement and reporting …..RCA,

problem mgmt, metrics.


Planning & Implementing Service Management


Change Management

• Introducing the CAB (change advisory board) ………..manage all changes that could impact IT’s ability to deliver services. Formal, structured, centralized, and aligned with the business requirements.– e-CAB– I-Cab

• Control of the CIs. (Configured Items) – Hardware, software, network, apps,

environmental equipment.

• Change control Objectives……– Performance, security, maintainability– Supportability,R and A, functionality


Incident vs. Problem Management

• Incident mgmt; the translation of inbound communications into a documented support requirement for retrieval and analysis. The restoration of service as soon as possible including a “workaround”

– Calls, voice mails, visits, letters ,faxes, e-mails or carrier pigeon.

• Problem mgmt; identifies and manages the underlying cause of service incidents toward a permanent solution while minimizing or preventing disruption to the customers.– Communicating information, Follow-up action items, De-

SPOF, Closure, RCA


Metrics

• “if you can’t measure it ………you can’t manage it”

• Changes/Problems by:– Client– Tower– Platform– Location

• Ratios;– Jobs/abend, errors/T-byte, perm/1K tapes

• Availability

• MTTR

• MTBF


CMDB*(Configuration Management Data Base)

•CMDB includes the following: Service, systems, software, systems products, applications, hardware, commercial software, licenses, documentation, people and facilities. *POW

Change Request

#xxxx

Execute

Change

Validate

Change

Update

CMDB

Change

Complete

CMDB

Changed?

Yes

NOCAB


What can I expect?

• Evangelical passion from IT on ;– Incident, problem and change

• Increased rigor and process

• Possible IT policy statements around ITIL

• Audit and pre-audit assistance

• Adherence to documentation and process flow– Back up plans – Revision levels (software promotion)– Drop-dead times – Problem RCA follow-up

• Another check-point in the evolution of Information Technology management.


Conclusion

• ITIL is here to stay in the IT community

• Value add through process improvement

• Business driven

• Winston Churchill said it best …………– ”This is not the end,………… nor is it the

beginning of the end,………. but it is the end of the beginning”

Proprietary and confidential. © 2005 Perot Systems. All rights reserved. All registered trademarks are the property of their respective owners.www.perotsystems.com

People. Processes. Technology. Results.

24

Conclusion of7X24 Exchange

LoneStar ChapterITIL Service Management