IPCM – The Big Three of ITIL · IPCM – The Big Three of ITIL| 17/12/2015 ITIL: Origins – the beginning ITIL is an acronym for Information Technology Infrastructure Library

IPCM – The Big Three of ITIL Marta Kisiela,

Mateusz Banasik

Grzegorz Kandziora

17/12/2015

Table of Contents

ITIL – how it’s made

IPCM process roundabout, theory in practice

Apocalypse Now: the world without IPCM

ITIL – how it’s made

4 Copyright © Capgemini 2015. All Rights Reserved

IPCM – The Big Three of ITIL| 17/12/2015

ITIL: Origins – the beginning

ITIL is an acronym for Information Technology

Infrastructure Library.

It is a set of practices developed to assist with aligning

IT services with business needs, originally developed in

the 1980’s by Central Computer and

Telecommunications Agency, a British government

agency.

Has been continuously developed since then, with revisions coming out every few

years. The latest edition v3, was last revised in 2011, and since then is, in an

unsurprising turn of events, known as ITIL 2011.

It spans 5 volumes which are home to 26 processes (such as Incident, Change and

Problem Management) and functions (like the Service Desk).



ITIL: the gist of it

As it currently stands, ITIL is based on five core volumes, these are as follows:

1. Service Strategy – where business objectives and customers needs are outlined.

2. Service Design – where planning for the business needs takes places.

3. Service Transition – where plans are transitioned into real life and introduced as

services.

4. Service Operation – where management of services takes place.

5. Continual Service Improvement – where all the aforementioned is, as the name

describes, improved upon continously.



ITIL: service

A SERVICE delivers value to customers by enabling them to achieve the outcomes

needed without owning the costs and risks of doing so.

So whenever we are doing something for someone that gives them something they

want or need, that means we are delivering a service.



ITIL: IPCM – a lot of acronyms

IPCM stands for Incident, Change and Problem Management. The aforementioned

processes, can be considered the core of ITIL in a way, as these three processes are

the most widely used parts of it.

An INCIDENT is any event that causes and an unplanned disruption or degradation of

service.

A CHANGE is the addition, modification or removal of anything that can impact a

service.

A PROBLEM is the cause of one or more incidents.



IPCM: so there’s an incident, what’s the problem?

If your smartphone keeps crashing for no reason (or so you

think) that’s an incident. The service (your phone working),

stops being delivered and until it is restored, an incident is live.

The reason behind that crash happening over and over again,

for example the phone software is buggy. That is a problem.



IPCM: spare some change?

So, let’s say there is a room that needs to be lit 24/7, 365

days a year with a single light bulb. That’s our service. Let the

reasons for that remain unknown.

But that lightbulb needs to be replaced every 6 months. By

doing so, we will not be able to keep that room lit.

So replacing that lighbulb, that would be a change. The

delivered service (lighting up the room with the lightbulb), will

be affected by the replacement.

IPCM process roundabout, theory in

practice



IPCM

Incident management

Problem management

Change management



Incident management

„Incident is an unplanned interrruption to an IT service or reduction in quality of an IT service or a failure of a CI (configuration item) that has not yet impacted an IT service”

Incident management process is responsible for restoring the service as quickly as possible, wih minimal negative impact to regular business operation and within agreed time and quality.

Success factors:

Recording all incidents

Visibility nd information flow

Standarization



Relationships with other processes

A change may be necessary to resolve the incident

An investigation may be needed to understand the cause of the incident



Problem management

„A problem is the cause of one or more incidents"

Problem management process aims to prevent problems from happening, eliminate recurring incidents or minimize the impact of those problems which could not be prevented.

Reactive and proactive

Success factors:

Broaden the scope

Collaborate

Ask questions: Why? Why? Why? .... (5 Whys)



Change management

„Change is the addition, modification or removal of anything that could have an effect on IT services.”

Reponds to business needs

Makes sure changes are planned, reviewed and authorised

Records all modifications to CIs

Accepts risk of the change for the potential value it may bring



Relationships with other processes

A change may be necessary to resolve the incident

A change can also be the cause of an incident



People behind the process

Apocalypse Now: the world without

IPCM



Once upon a time, in a perfect IT world

Apocalypse Now...



New order

Change?



Features of a good process

ITIL Process

It is measurable

It delivers specific result

Primary result is delivered to customers or stakeholders

It responds to specific events



That was ”I”ncidental

Impact

Fire

No Resolution

Disruption

No Categorization



This is ”P”roblematic!

Repetetive issues

No Solutions

Incoming incident

Reinvention of the wheel



This must be ”C”hanged!

Outage

No Control

No Standards

No Records

Risks

www.capgemini.com

The information contained in this presentation is proprietary.

© 2015 Capgemini. All rights reserved. Rightshore® is a trademark belonging to Capgemini.

About Capgemini

With more than 145,000 people in over 40 countries, Capgemini

is one of the world's foremost providers of consulting, technology

and outsourcing services. The Group reported 2014 global

revenues of EUR 10.573 billion.

Together with its clients, Capgemini creates and delivers

business and technology solutions that fit their needs and drive

the results they want. A deeply multicultural organization,

Capgemini has developed its own way of working, the

Collaborative Business ExperienceTM, and draws on Rightshore ®,

its worldwide delivery model.

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IPCM – The Big Three of ITIL · IPCM – The Big Three of ITIL| 17/12/2015 ITIL: Origins – the beginning ITIL is an acronym for Information Technology Infrastructure Library