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Nas Khilji
ITIL TrainingUNIVERSITY OF WEST LONDON, UK
12/ 11/ 2014
Training Facilitator Nasrullah Khilji
Nas Khilji
Training Session12 / 11/2014
Benefits / Contributions of the ITIL to Organizational IT
Service in the UK (Including briefing of ITIL V3)
Session BREAK
How to Embed the ITIL into Organizational IT Services
(Including industrialization and promotion of the ITIL & ISO/IEC20000)
Nas Khilji
What is ITIL?
Systematic approach to high quality IT service
delivery
Documented best practice for IT Service
Management (ITSM)
Provides common language with well-defined terms
Developed in 1980s by what is now The Office of
Government Commerce (OGC) in UK
ITSMF also involved in maintaining best practice
documentation in ITIL
– ITSMF is global, independent, not-for-profit forum
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Moving Forward
What About v3 ?
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What About v3 ?
ITIL started in 80s. – 40 publications!
v2 came along in 2000-2002– Still Large and complex
– 8 Books
– Talks about what you should do
v3 in 2007-2011– Much simplified and rationalised to 5 books
– Much clearer guidance on how to provide service
– Easier, more modular accreditation paths
– Keeps tactical and operational guidance
– Gives more prominence to strategic ITIL guidance relevant to
senior staff
– Aligned with ISO20000 standard for service management
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ITIL v3 was completely updated and released during May /
June, 2007, and has been further reviewed and updated in 2011.
Based on ITIL v2 Service Support and Service Delivery
publications, ITIL v3 now comprises the following 5
publications:
ITIL v3 (2011)
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Major Challenges
for the ITIL
Today’s business environment is tough, especially for those
delivering IT services.
People expect IT to work all the time, and, if it fails, to be
fixed instantly.
The demand for better standards of service (i.e. ITSM) rises
continually while the pressure to reduce cost becomes greater
each year.
The way through this, and to become one of a growing number
of organisations that does provide effective, efficient IT
services for a highly competitive cost, is to adopt a proven
IT Service Management FRAMEWORK.
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ITIL Benefits
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Continuous improvement in the quality of IT service
provision
Reduced long term costs in the development and delivery of
IT services
Reduced risk of not being able to meet business objectives
Better communication between IT and the business
Greater productivity and best use of skills
Ability to absorb a high rate of change
IT staff are provided with best practice guidance
Compliance to procedures that are auditable
Acquiring Major
ITIL Benefits
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Provides common language for IT.
Provides not only a methodology but guidelines with
best practices.
Provides the connect processes and procedures.
Provide a framework i.e. ‘ITSM Framework’.
Provides a public domain as it is not proprietary.
Provides service support and delivery.
ITILMajor Contributions
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ITILOne Function = Ten Processes
Service Support Service Delivery
Incident Management
Problem Management
Change Management
Release Management
Configuration Management
Service Level Management
Financial Management
IT Continuity Management
Availability Management
Capacity Management
The Service Desk – A Function
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BenefitsIncident Management
A disruption in normal
or standard business
operation that affects
the quality of service.
Goal: restore normal
service as quickly as
possible and minimize
the adverse effect on
business operation.
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Detection & Report
Classification & Support
Investigation & Diagnosis
Resolution & Recovery
Monitoring,
Tracking and
Communication
Incident Closure
Service Request
Escalate
Incident Activities
Managing Benefits
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Service Desk
Function SPOC - Single Point of
Contact
Record and resolve
incidents
Provide work-around,
escalate if not resolved
Produce incident reports
Keep users and customers
informed of progress
Responsible for incident
life cycle
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ITIL Contributions
Problem Management
A problem is an unknown underlying cause of an error or
failure in the IT infrastructure.
Known error - incidents or problems that the underlying cause
is known (root cause) and a temporary work around or alternative
fix has been identified
Goal:
Minimize the impact of incidents caused by errors.
Reduce recurrence of incidents due to these errors.
Error in
Infrastructure
Incidents Problems Known Error RFC
Solutions
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ITIL Contributions
Change Management
Process
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Change Management
Activities
Log / Filter requests for change (RFC)
Prioritize and categorize RFCs
Assessing resource requirements and impact
Authorize and approve RFCs by Change Advisory Board
Schedule and build the change
Create back-out plan and test the change
Implement and review implemented changes
Review the change management process
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Service Desk &
Change Management
Receive and Forward Request for Change
(RFC).
Provide feedback to users about the changes.
Ready to support and understand the impact.
Identify and report failed changes.
Report and feedback to Change management.
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Session BREAK
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Embedding ITILProcess & Function
ITIL v3 is the third version of the Information Technology Infrastructure
Library, a globally recognized collection of best practices for managing
information technology (IT).
Embedding ITIL is to coordinate and carry out the activities and processes
required to deliver and manage IT services at agreed levels and also to be
responsible for ongoing management of the Information Technology.
Managing day-to-day activities and technology
Executing processes to optimize cost and quality
Enabling the business to meet its objectives
Effective functioning of components
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Embedding ITILProcess & Function
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ITIL v3 (2011)
Process & FunctionService Strategy
Strategy generation
Financial management
Service portfolio management
Demand management
Service Operation
Problem & Incident management
Request fulfilment
Event & Access management
Service Design
Capacity, Availability, Info
Security Management
Service level & Supplier
Management
Service Transition
Planning and Support
Release and Deployment
Asset and Configuration
management
Change management
Knowledge Management
Continual Service
Improvement
Service measurement &
reporting
7-step improvement
process
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ITIL v3 Lifecycle
Stages Fit Together
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Execute the policies and
actions defined in Security
and Availability
Management.
Provide the right for users
to be able to use a service or
group of services.
Embedding ITILAccess Management
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Rights Management / Identity Management
Grant rights to use services to authorized users
Prevent access to unauthorized individuals
Embedding ITILAccess Management
Access/identity/rights
Request/Verify/Provide
rights/Monitor status/
Tracking access/Removal
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Embedding ITILAccess Management
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Embedding ITILFunctions Management
Logical functions to perform specific activities and processes –
not necessarily mapping onto organizational structures or individuals.
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Embedding ITILService Desk
Primary aim is to restore normal service –
in the widest sense as quickly as possible.
Logging all incidents / service requests,
allocating categorization and prioritization
codes
First line investigation and diagnosis
Resolving incidents / service requests
Escalation as necessary
Closing all resolved incidents and requests
Conducting customer satisfaction surveys
Communication with users - progress,
information
Updating CMS as agreed and authorized
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Successful ITIL
Service Desk
Increasing customers and users satisfaction.
Decrease incident numbers.
First call resolution goal.
Accurate incident identification and escalation.
Excellent communication with other areas.
SLA compliance.
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Service Desk: TYPES
Local
Centralized
Virtual
Follow-the-sun
Specialized
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Embedding ITILTechnical Management
OBJECTIVE
To help plan, implement and maintain a stable technical infrastructure to
support the organization’s business processes
TECHNICAL MANAGEMENT ROLE
Custodian of technical knowledge and
expertise related to managing the IT
infrastructure
Provides the resources to support the IT
management lifecycle
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Embedding ITILOperations Management
Executes the ongoing activities and procedures required to
manage and maintain the IT infrastructure so as to deliver
and support IT services at the agreed service levels
Continually adapts to business requirements and demand
To maintain the ‘status quo’ to achieve stability of the
organization’s day-to-day processes and activities
Regularly scrutinize and improve service at reduced cost,
while maintaining stability
Swiftly applying operational skills to diagnose and resolve
any IT operations failures that occur
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Common Service Operations
Embedding ITIL
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ISO / IEC 20000
ISO / IEC 20000 is the first
international standard for IT
service management.
It was developed in 2005, by
ISO/IEC JTC1/SC7 and
revised in 2011.
It is based on and intended to
supersede the earlier BS
15000 that was developed by
BSI Group.
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• What are we going to provide?
• Can we afford it?
• Can we provide enough of it?
• How do we gain competitive
advantage?
• Perspective
– Vision, mission and strategic goals
• Position
• Plan
• Pattern
– Must fit organisational culture
Service Strategy
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Four Activities of
Service Strategy
Define the Market
Develop the Offerings
Develop Strategic Assets
Prepare for Execution
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• Availability Management
• Capacity Management
• ITSCM (disaster recovery)
• Supplier Management
• Service Level Management
• Information Security
Management
• Service Catalogue
Management
Design Strategy
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• Service-based
– All customers get same deal for same services
• Customer-based
– Different customers get different deal (and different cost)
• Multi-level
– These involve corporate, customer and service levels and
avoid repetition
Service Level
Management
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Configuration Management Activities
Plan
Identify - CI
Control - CI and
change authorization
Status Accounting -
keep CI up-to-date
Audit / Verification -
accuracy
Report of CI life cycle
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ReleaseManagement
Goals:
1. Plan and oversee successful rollout.
2. Design and implement efficient procedures.
3. Communicate and agree to the rollout plan through
Change Management.
4. Ensure master copies are secured in DSL and DHS.
5. Ensure CMDB is updated and changes are traceable.
o Owner of DSL - Definitive Software Library
o Owner of DHS - Definitive Hardware Store
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Release Management
Activities
Policy
Schedule
Design / Develop
Build
Test
Accept
Plan Rollout
Distribute / install
Review
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Knowledge
Management
Vital to enabling the right
information to be
provided at the right place
and the right time to the
right person to enable
informed decision
Stops data being locked
away with individuals
Obvious organisational
advantage
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Wisdom cannot be assisted by technology – it only
comes with experience!
Service Knowledge Information Management System is
crucial to retaining this extremely valuable information
DataInformation
- who, what , where?
Knowledge
- How?
Wisdom
- Why?
Data – Information –
Knowledge – Wisdom
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• Process Owner
– Ensures Fit for Purpose
• Process Manager
– Monitors and Reports on Process
• Service Owner
– Accountable for Delivery
• Service Manager
– Responsible for initiation,
transition and maintenance.
Lifecycle!
Embedding ITILRoles of Key Personnel
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The common area to
implement ITIL
Increase customer and
user satisfaction
IT will be more efficient
and effective
Decrease IT financial cost
Embedding ITILAdvantages of ITSM
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Embedding ITIL7 Steps of Improvement
What should we measure?
What can we measure?
Gather data
Process dataAnalyse data
Present and use info
Corrective action
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Any Question …
