ITIL IT Infrastructure Library Overview · PDF file© 2005 Kasse Initiatives, LLC version 1.2 ITIL Overview - 3 Vocabulary - 2 OGC - Office of Government Commerce (OGC) BS 15000 -

version 1.2© 2005 Kasse Initiatives, LLC ITIL Overview - 1

ITILITILIT InfrastructureIT Infrastructure

LibraryLibraryOverviewOverview


VocabularyVocabulary

�Incident - any event which is not part of thestandard operation of a service and whichcauses or may cause an interruption to orreduction in the quality of that service

�Problem - The unknown root cause of one ormore incidents

�Error - an incident or problem for which theroot cause is known and for which atemporary workaround or a permanentalternative has been identified


VocabularyVocabulary -- 22

�OGC - Office of Government Commerce(OGC)

�BS 15000 - Specification for IT ServiceManagement

�PD0005 - A Code of Practice for IT ServiceManagement

�PRINCE2 – Projects in ControlledEnvironments Version 2 (PRINCE2)

�Customer – Senior managers whocommission, pay for and own the IT Services

�User - people who use the services on a day-to-day basis


VocabularyVocabulary -- 33

�Definitive Copy – Master Library component


Why ITIL?Why ITIL?

�Organisations are increasingly dependentupon IT to satisfy their corporate aims andmeet their business needs�This growing dependency leads to growing needs

for quality IT services – quality that is matched tobusiness needs and user requirements as theyemerge

�The authors of ITIL have tried to introduce“Engineering” think and practices into the ITworld


Why ITIL?Why ITIL? -- 22

�IT Service Management is concerned withdelivering and supporting IT services that areappropriate to the business requirements /objectives of the organisation

�IT service providers must continually strive toimprove the quality of their service, while atthe same time trying to reduce the costs or, ata minimum, maintain costs at the current level


Why ITIL?Why ITIL? -- 33

�ITIL provides a comprehensive, consistentand coherent set of best practices for ITService Management processes, promoting aquality approach to achieving businesseffectiveness and efficiency in the use ofinformation systems

�ITIL processes are intended to beimplemented so that they underpin, but do notdictate, the business processes of anorganisation


CMMI & BusinessCMMI & BusinessObjectivesObjectives

�Based on the CMMI Framework, CMMIModels are tailored to assist an organization inaligning the application of the model with itsbusiness objectives


Business ObjectivesBusiness Objectives

�For a focus on Quality Management to besuccessful, it must be tied to theorganization’s business objectives:�What are the organization’s highest priorities?�What business consequences have resulted from

weak or ineffective focus on quality managementfunctions?

�What action is being taken to correct the cause?�How can a focus on Quality Management support

the organization’s business objectives


Helping The BusinessHelping The Business

�Processimprovementshould be done to helpthe business—not for its own sake.


ITIL BackgroundITIL Background

�Developed in the late 1980s, the ITInfrastructure Library (ITIL) has become theworld-wide de facto standard in ServiceManagement

�Starting as a guide for UK government, theframework has proved to be useful toorganisations in all sectors

�ITIL has been adopted by many companies asthe basis for Service Management, and forconsultancy, education and software toolssupport


ITIL BackgroundITIL Background -- 22

�The IT Infrastructure Library documentsindustry best practice guidance

�ITIL is a framework that describes the goals,general activities, inputs and outputs of thevarious Service Management processes,which can be incorporated within ITorganisations

�The CMMI is a framework that organizesCMMI components, including commonelements of the current CMMI models, theirappraisal methods and their training materials



�In the past, many IT organisations wereinternally focused and concentrated ontechnical issues

�These days, businesses have highexpectations of the quality of services

�This means that for IT organisations to live upto these expectations, they need toconcentrate on service quality and a morecustomer-oriented approach

�It means doing these things at the right price�In short, it means managing IT as a

business



�ITIL focuses on both tactical and operationallevel�Tactical processes are centered on the

relationships between the IT organisation and theirCustomers

�Service Delivery is partially concerned with settingup agreements and monitoring the targets withinthese agreements. (SAM – ISM)

�On the operational level, the Service Supportprocesses can be viewed as responding to thechanges needed in, and any failures in, theservices laid down in these agreements (SAM –ISM)



�On both the tactical and operational levelsthere is a strong relationship with qualitysystems such as ISO 9000 or CMMI and atotal quality framework such as EuropeanFoundation for Quality Management (EFQM)or Baldridge and even project managementsystems such as PMI or Prince2

�ITIL supports these quality systems byproviding defined processes and bestpractices for the management of IT Servicesbut it must be remembered that there needs tobe on-going review of the quality of processesaligned with business requirements.


The ITThe ITInfrastructureInfrastructure

LibraryLibrary


Jigsaw DiagramJigsaw Diagram


Jigsaw DiagramJigsaw Diagram -- 22

�The major elements of ITIL can be comparedto overlapping jigsaw puzzle pieces (orperhaps better as tectonic plates), some ofwhich have a precise fit, and some of whichoverlap or do not fit together accurately


Business PerspectiveBusiness Perspective

�The Business Perspective covers a range ofissues concerned with understanding andimproving IT service provision, as an integralpart of an overall business requirement forhigh quality IS management. These issuesinclude:�Business Continuity Management�Partnerships and Outsourcing�Surviving change�Transformation of business practice through radical

change


Service DeliveryService Delivery

�Service Delivery looks at what service thebusiness requires of the provider in order toprovide adequate support to its businesscustomers

�To provide the necessary support ServiceDelivery is broken down into the followingtopics:�Capacity Management�Financial Management for IT Services�Availability Management�Service Level Management�IT Service Continuity Management.


Service SupportService Support

�Service Support is concerned with ensuringthat the User has access to the appropriateservices to support its business functions

�Issues discussed under Service Support are:�Service Desk�Incident Management�Problem Management�Configuration Management�Change Management�Release Management


ICT InfrastructureICT InfrastructureManagementManagement

�ICT Infrastructure Management includes:�Network Service Management�Operations Management�Management of Local Processors�Computer Installation and Acceptance�Systems Management


ApplicationsApplicationsManagementManagement

�Applications Management embraces thesoftware development lifecycle expanding theissues touched upon in Software LifecycleSupport and Testing of IT Service

�Applications Management expands on theissues of business change with emphasis onclear requirement definition andimplementation of the solution to meetbusiness needs � CMMI RequirementsDevelopment and Technical Solution withRequirements Management


Interrelationship ofInterrelationship ofITIL ProcessesITIL Processes

� All the processes described in ITIL relate toeach other – Example – Life-cycle of an“Incident”� A User calls the Service Desk to report response difficulties

with the on-line service� The Incident Management process deals with Incident� The Problem Management process investigates underlying

cause and calls in Capacity Management to assist in thisprocess� Service Level Management is alerted that the SLA has

been breached� Request for Change (RFC) raised if appropriate

� The Change Management process co-ordinates theRequest for Change (RFC)

� The IT Financial Management process assists with thebusiness case cost justification for any upgrade

C:\Temp\Temporary Directory 3 for Leveraging ITIL Services Capability.zip\Service Level Agreement

C:\Temp\Temporary Directory 3 for Leveraging ITIL Services Capability.zip\Information Technology Infrastructure Library


Interrelationship ofInterrelationship ofITIL ProcessesITIL Processes -- 22

� The IT Service Continuity process gets involvedin the Change Management process to ensurerecovery is possible onto current back-upconfiguration

� The Release Management process controls theimplementation of the Change by rolling outreplacement hardware and software. ReleaseManagement updates Configuration Managementwith details of new Releases and versions

� The Availability Management process isinvolved in considering the hardware upgrade toensure that it can meet the required availabilityand reliability levels.

� The Configuration Management processensures the Configuration Management Database(CMDB) information is updated throughout theprocess


Customers and UsersCustomers and Users

�Customer - Generally senior managers (CEO, CTO,CFO, COO) who commission, pay for and own the ITServices�The primary point of contact for Customers is either the

Service Level Manager or the Business RelationshipManager

� Users - Those people who use the services on a day-to-day basis�The primary point of contact for Users is the Service Desk

�Users and Customers have related but different needs�Users may demand high availability�Customers look for value for money at different levels of

availability


SummarySummary

�ITIL is written mainly from an in-house serviceprovider’s perspective, but it is generallyrelevant to all other methods of serviceprovision

�ITIL is applicable to those involved in out-sourced service provision or working inpartnerships.


SummarySummary -- 22

�Business managers can use ITIL inunderstanding and establishing best practiceIT services and support

�Managers from supplier organisations shouldalso find ITIL relevant when setting upagreements for the delivery and support ofservices

Documents

ITIL IT Infrastructure Library Overview · PDF file© 2005 Kasse Initiatives, LLC version 1.2 ITIL Overview - 3 Vocabulary - 2 OGC - Office of Government Commerce (OGC) BS 15000 -