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ITIL Foundation V3

Que NO es ITIL ? Conjunto de procedimientos exactos y estrictos a ejecutar.

Una herramienta de Software.

Un componente de software.

Solucin Mgica out-of-the-shelf o una tecnologa.

Un conjunto de teoras e ideas abstractas.

Un estndar certificable o de compatibilidad.

Un mandamiento que nos obliga a implementar TODO lo que dice.

Un reemplazo para cosas que hoy funcionan bien.SEMINARIO ITIL - ISO/IEC 20000 - PMO(c) e-stratega (54)11 4711-1458 www.e-stratega.com.ar2Entonces... Que es ITIL ? ITIL (Intormation Technology Infrastructure Library) significa Biblioteca de Infraestructura de Tecnologa de Informacin.

Es un compendio de recomendaciones exitosas recopiladas de la experiencia real de empresas y organizaciones que se valen de IT para ejecutar tareas en apoyo a su negocio.

No es certificable en si misma. Es una gua de Mejores Practicas y simplemente se Adhiere a ellas.

Permite, a quien adhiere, allanar el camino hacia una certificacin real: ISO/IEC20000, ISO/IEC27000, ISO9001, etc.

Fija Criterios Comunes para Proveer, Medir y ControlarIdentifica ProcesosAyuda a definir las mtricasAyuda a logra resultados repetibles.

En suma: Evidencia la relacin entre Tecnologa y NegocioSEMINARIO ITIL - ISO/IEC 20000 - PMO(c) e-stratega (54)11 4711-1458 www.e-stratega.com.ar3Evolucin de ITIL ITIL v3 (2007) Socio Estratgico del Negocio

Valor de IT para la OrganizacinMadurez del departamento de IT ITIL v2 (2001) Proveedor de ServicioITIL v1 (1986)Proveedor de TecnologaSEMINARIO ITIL - ISO/IEC 20000 - PMO(c) e-stratega (54)11 4711-1458 www.e-stratega.com.ar4Evolucin de ITIL (Cont.) ITIL v1 (1986) : Infrastructure Management

Rol de la Funcin de IT: Proveedor de Tecnologa

Foco: Estabilidad y Control de la Infraestructura.

La Auto-Visin de IT: Son tcnicos expertos. Se preocupa por minimizar las disrupciones Se fondea por comparacin inversin externa

Es un conjunto de libros inconexos, de all la denominacin Library, que derivan del GITIM (Government Information Technology Infrastructure Management)

Carece de estructura funcional.

Comienza a aplicarse en 1990 en algunas corporaciones.SEMINARIO ITIL - ISO/IEC 20000 - PMO(c) e-stratega (54)11 4711-1458 www.e-stratega.com.ar5Estructura de ITIL v1No posee una estructura rectora, es un conjunto de disciplinas aisladas. De all recibe el nombre de Librera. Creada en 1986 y organizada en aprox. 40 Libros30 Enfocado en disciplinas tecnolgicas + 10 en Servicios

SEMINARIO ITIL - ISO/IEC 20000 - PMO(c) e-stratega (54)11 4711-1458 www.e-stratega.com.ar6Evolucin de ITIL (Cont.) ITIL v2 (2001): IT Service Management

Rol de la Funcin de IT: Proveedor de Servicio

Foco: Calidad y Eficiencia de los procesos de IT

La Auto-Visin de IT: Es un proveedor de servicio. Es separable del negocio. Se financia a expensas de demostrar control.

Es un conjunto de 7 libros (16 disciplinas) que derivan de 10 que existan en ITIL v1 orientados a servicios.

Posee una estructura funcional, pero tiene gaps entre servicios.

Es el modelo base para la creacin de la norma ISO/IEC20000.SEMINARIO ITIL - ISO/IEC 20000 - PMO(c) e-stratega (54)11 4711-1458 www.e-stratega.com.ar7Estructura de ITIL v2Business Perspective Service Support Service Delivery Security Management Application Management & Software Asset Management.ICT (Information & Communication Technology) Infrastructure Management Planning to Implement IT Service Management

+1: ITIL - Small-scale Implementation

Creada en 2001 y organizada en 7 Libros + 1.Foco en los Procesos en si, y no en el ciclo de vidaSEMINARIO ITIL - ISO/IEC 20000 - PMO(c) e-stratega (54)11 4711-1458 www.e-stratega.com.ar8ITIL v2

Change Management Release Management Problem Management Incident Management Configuration Management Service Desk

IT Financial Management IT Continuity Management Capacity Management Availability Management Service Level Management (Ciclo de Vida)RequirementsDesignBuildDeployOperateOptimize

Design & PlanningDeploymentOperationsTechnical Support(Garantiza alineacin de IT con el negocio.)Gestiona RRHH y habilidades. Procesos de Servicio eficientes y efectivos. Herramientas y tecnologa apropiada.

License Compliance.Usage & Inventory.Installation, Deploy & Configuration Policies.

Proceso de implementacin de los requerimientos de seguridad identificados en los SLAContribucin a los objetivos del negocio.Desarrollo de servicios de IT alineados.Ayudar al negocio a explotar los recursos de IT Ayudar a crear una cultura integrada. Facilitar el cambio y la innovacin.IT governanceBusiness continuityIT asset managementknowledge managementSEMINARIO ITIL - ISO/IEC 20000 - PMO(c) e-stratega (54)11 4711-1458 www.e-stratega.com.ar9Evolucin de ITIL (Cont.) ITIL v3 (2007): Service Management & Lifecycle

Rol de la Funcin de IT: Socio Estratgico del Negocio

Foco: Alineacin e Integracin de IT con el Negocio

La Auto-Visin de IT: Gestin de servicios para el Negocio y la Tecnologa. Ofrecer Operacin automatizada e integrada Agente de mejora continua.

Es un conjunto de 5 libros que derivan mayormente de los 2 que existan en ITIL v2 orientados a servicios.

Posee una estructura funcional orientada a servicios que necesita el negocio: Desde que se hacen necesarios hasta que se tornan obsoletos.

SEMINARIO ITIL - ISO/IEC 20000 - PMO(c) e-stratega (54)11 4711-1458 www.e-stratega.com.ar10Estructura de ITIL v3Service StrategyService DesignService TransitionService OperationContinual Service ImprovementCreada en 2007 y organizada en 5 Libros Core.Foco en el ciclo de vida de los servicios al NegocioServiceDesignServiceITILServiceStrategyServiceOperationServiceDesignContinual ServiceImprovementServiceTransitionSEMINARIO ITIL - ISO/IEC 20000 - PMO(c) e-stratega (54)11 4711-1458 www.e-stratega.com.ar11Diccionario ITIL (ITIL Espaol y Espaol ITIL) Service Management (Gestin de Servicio): Gestin de los servicio para alcanzar requerimientos del negocio. (Es gente, Managers !! No es un aplicativo ni el servicio en si mismo!!!! )

Service Provider (Proveedor de Servicios): La Organizacin que desea alcanzar la ISO/IEC 20000.(Son USTEDES!. Se refiere a quien presta el servicio)

Document (Documento): Informacin + Soporte. (No demuestra nada, eventualmente demuestra intencionalidad como por ejemplo una poltica)

Record (Registro): Documento indicando resultados o proveyendo evidencia de actividad. (Esto es lo que busca el certificador y el auditor)

SEMINARIO ITIL - ISO/IEC 20000 - PMO(c) e-stratega (54)11 4711-1458 www.e-stratega.com.ar12Diccionario ITIL (ITIL Espaol y Espaol ITIL) Configuration Item CI: (tem de configuracin) Componente de la infraestructura o un tem que est o estar bajo el control del proceso de Configuration Management. (Puede ser un programa, un sistema completo, una placa, etc. Es recursivo: un CI puede estar compuesto por CIs. Un CI es un componente de un servicio o un servicio en si mismo)

Configuration Management Database CMDB: (Base de Datos de Gestin de Configuracin), base de datos que contiene la configuracin de cada CI, y los detalles de su relacin con otros CI(s)(Es el repositorio que refleja al CONJUNTO DE SERVICIOS en su totalidad: La partes + las relaciones entre ellas)

Availability (Disponibilidad): Habilidad de un componente o servicio de realizar la funcin requerida, en el instante requerido y durante el perodo requerido. (Relacin de perodos en que el servicio esta realmente disponible y el solicitado por el cliente todo lo dems es auto-complacencia)SEMINARIO ITIL - ISO/IEC 20000 - PMO(c) e-stratega (54)11 4711-1458 www.e-stratega.com.ar13Diccionario ITIL (ITIL Espaol y Espaol ITIL) Incident: (Incidente) Todo evento que no forma parte de la operacin normal de un servicio y que causa o puede causar la interrupcin o degradacin de la calidad de dicho servicio.

Problem: (Problema) Es la causa desconocida de uno o ms Incidentes

Known Error: (Error Conocido) Incidente o Problema del cual se conoce su causa y para el cual se ha identificado una solucin transitoria o permanente. Se soluciona en forma estructural mediante una RFC (Solicitud de Cambio)

SEMINARIO ITIL - ISO/IEC 20000 - PMO(c) e-stratega (54)11 4711-1458 www.e-stratega.com.ar14

Non-proprietary practice. Independent (of systems and/or platforms)ScalableApplicable worldwideApplicable in companies, institutions, governmentFlexible (also applicable outside IT)ApplicableProcedures are ISO compliantReduce CostsImproved QualityAligned to StandardsQualificationSeamless Sourcing Partnerships

Lifecycle approachFocus on Value of servicesBest PracticesImproved use of IT investments Integration of business and IT value Portfolio driven service assets Clear demonstration of ROI and ROV Agile adaptation and flexible service modelsPerformance and measures that are business value based IT Service Assets linked to business servicesBenefits of Adopting ITIL v3

SSSDSTSOCSIBUSINESS OPERATIONSSERVICE PLANNINGSUPPLIER RELATIONSHIP MANAGEMENTCUSTOMER RELATIONSHIP MANAGEMENTSERVICE DEVELOPMENTSERVICE DELIVERYSERVICEINTRODUCTIONRun the ServiceChange the ServiceHow ITIL v3 aligns to a typical IT Operating Model?

CIOsIT ManagersConsultantsPractitionersVendorsBusiness eco systemsFrom value chains to value netsLinking to external practices and standardsAdaptive processes for customers, services and strategiesManaging uncertainty and complexityIncreasing the economic life of servicesSelecting, adapting and tuning the best IT service strategiesService Strategies Covers Practical decision makingUpdate on ITIL V3The Art of Service Pty Ltd20A view of ITIL that aligns business and IT so that each brings out the best in the other.

It ensures that every element of the Service Lifecycle is focused on customer outcomes and relates to all the companion process elements that follow.

Subsequent titles in the core set will link deliverables to meeting the business goals, requirements and service management principles described in this publication

Update on ITIL V3The Art of Service Pty Ltd21Service Design In order to meet the current and future business requirements, Service Design provides guidance on the production and maintenance of IT policies, architectures, and documents for the design of appropriate and innovative IT services solutions and processes.

Concepts and guidance in this publication include:

Service design objectives and elements Selecting the service design model Cost model Benefit/risk analysis Implementing service design Measurement and control

Service Transition Service Transition focuses on the broader, long-term change management role and release practices, so that risks, benefits, delivery mechanism and the ease of ongoing operations of service are considered. This publication provides guidance and process activities for the transition of services into the business environment.

Concepts and guidance in this publication include:

Managing organizational and cultural change Knowledge management Service knowledge management system Methods, practices and tools Measurement and control Companion best practices

Service Operation By focusing on delivery and control process activities, a highly desirable, steady state of managing services can be achieved on a day-to-day basis. To ensure it is integrated with the rest of the ITIL library, guidance is based on a selection of familiar service support and service delivery control points.

Concepts and guidance in the Service Operation publication include:

Application Management Change Management Operations Management Control processes and functions Scaleable practices Measurement and control

IT ManagersConsultantsPractitionersOutsourcersVendorsPolicies, architecture, portfolios, service modelsEffective technology, process and measurement designOutsource, shared services, co-source models? How to decide & how to do itThe service package of utility, warranty, capability, metrics treeTriggers for re-design

Service Design A Pragmatic service blueprintUpdate on ITIL V3The Art of Service Pty Ltd22Service Design provides guidance on the production and maintenance of IT policies, architectures, and documents for the design of appropriate and innovative IT infrastructure service solutions and processes.

IT ManagersConsultantsPractitionersOutsourcersVendorsNewly designed change, release & configuration processesRisk and quality assurance of designManaging organization & cultural change during transitionService management knowledge systemIntegrating projects into transition Creating & selecting transition modelsService Transition Managing change, risk & QAUpdate on ITIL V3The Art of Service Pty Ltd24Service Transition provides guidance and process activities for the transition of services in the operational business environment.

It covers the broader, long-term change management role, release and deployment practices, so that risks, benefits, delivery mechanisms and the support of ongoing operational services are considered.

Service Operation Having Responsive, stable servicesRobust end-to-end operations practicesRedesigned, incident and problem processesNew functions and processesEvent, technology and request managementSupporting strategy, design, transition and improvementSOA, virtualization, adaptive, agile service operation models

IT ManagersConsultantsPractitionersOutsourcersVendorsUpdate on ITIL V3The Art of Service Pty Ltd26Service Operation introduces, explains and details delivery and control activities to achieve operational excellence on a day-to-day basis. Readers will find many of the familiar processes from the former service support and service delivery books, which have been updated where necessary

Update on ITIL V3The Art of Service Pty Ltd27IT ManagersConsultantsPractitionersOutsourcersVendors

Continual Service Improvement - Measures & improvements that workThe business case for ROIGetting past just talking about itOverall health of ITSMPortfolio alignment in real-time with business needsGrowth and maturity of SM practiceHow to measure, interpret and execute resultsUpdate on ITIL V3The Art of Service Pty Ltd28Alongside the delivery of consistent, repeatable process activities as part of service quality, ITIL has always emphasized the importance of continual improvements.

Focusing on the process elements involved in identifying and introducing service management improvements, this publication also deals with issues surrounding service retirement.

ITIL Service Management Practice is a framework that has been developed to guide IT Managers through the challenges of managing their IT infrastructure.

The starting point for IT Service Management (ITSM) and the ITIL Service Management Practices F framework is not technology it is the organizational objectives. Service LifecycleService Management is a set of specialized organizational capabilities for providing values to customers in the form of services.

A service is a means of delivering value to the customers by facilitating outcomes customers want to achieve without the ownership of specific costs and risks.

Service owner is responsible to the customer for initiation, transition and ongoing maintainence and support of a particular service.

Process is a set of coordinated activities combining and implementing resources and capabilities in order to produce an outcome, which, directly or indirectly, creates value for an external customer or stakeholder, to accomplish a specific objective. A process takes defined inputs and turns them into defined outputs. A process may include roles, responsibilities, tools and management controls required to deliver the outputs Process owner is a person responsible for ensuring that all activities defined within the process are undertaken and performed successfully.Service Lifecycle cont.Processes

IT Service Management helps the IT organization to manage the service delivery by organising the IT activities into end-to-end processes. A process is a series of activities carried out to convert an input into an output.

Function is a team or group of people and the tools they use to carry out one or more processes or activities. The team must have capabilities and resources necessary to achieve the required outcomes of their work.

Capability is the ability of an organization, person, process, application, configuration item, or IT service to carry out an activity.

Resource includes IT infrastructure, people, money or anything else that might help deliver an IT service.

Role is a set of responsibilities activities and authorities granted to a person or team

Service Lifecycle cont.ITIL framework is structured around the various Service Lifecycles, a summary of each of the processes and function in each book of the ITIL Framework.

ITIL V3 Service Lifecycle

Service Strategy & Service DesignService StrategyFinancial ManagementService Portfolio ManagementDemand Management

Service DesignService Level ManagementSupplier ManagementService Catalog ManagementCapacity ManagementAvailability ManagementIT Service Continuity ManagementInformation Security Management

Service Transition & Service OperationService TransitionKnowledge ManagementService Asset & Configuration ManagementChange ManagementRelease and Deployment Management

Service OperationService Desk FunctionTechnical Management FunctionIT Operation Management FunctionApplication Management FunctionEvent ManagementIncident ManagementProblem ManagementRequest FullfillmentAccess Management

Service Transition & Service OperationService TransitionKnowledge ManagementService Asset & Configuration ManagementChange ManagementRelease and Deployment Management

Service OperationService Desk FunctionTechnical Management FunctionIT Operation Management FunctionApplication Management FunctionEvent ManagementIncident ManagementProblem ManagementRequest FullfillmentAccess Management

Plan, Do, Check, Act.

Success for ITIL in Major OrganisationsEstablish a sense of urgencyCreate the guiding coalitionDevelop a Vision and StrategyCommunicate the Change VisionEmpower employees for broad-based actionGenerate short-term winsConsolidate gains and produce more changeAnchor new approaches in the cultureUpdate on ITIL V3The Art of Service Pty Ltd58Were approaching the end of this executive summary now.

One way to maximize chances of succeeding with the adoption of ITIL is to adopt a organizational change model. One of the best we know of is from Kotter.

The 8 steps summarized above give you your own framework to work within when looking at an adoption program.

DOs:Perform a feasibility study firstUse what is already good in the organizationTake it slowly and concentrate on small steps and quick winsAppoint a strong project manager with end-to-end focus to drive this implementation programKeep in mind that you are dealing with personal issuesKeep communicating WHY your organization needs thisMeasure your successes continuousEnjoy the milestones and share them with the IT groupDONT:Try to mature all the processes at the same timeStart with a toolStart without management commitment and/or budget ITILISE your organization its a philosophy, not an executable applicationRush; take your time to do it wellGo on without a reasonIgnore the positive activities already in place

IT Infrastructure Library (ITIL)ITIL - IT Infrastructure LibraryOGC - Office of Government Commerce http://www.ogc.gov.uk/ogc/isite.nsf/default.html

ITSMF - IT Service Management Forum http://www.itsmf.org

APMG - Own the rights for accreditation & certification of ITIL courses. EXIN - European Examination Institute for Information Science http://www.exin-exams.com

ISEB - The Information Systems Examination Board http://www.bcs.org.uk/iseb/ism2.htm

Testing at Prometric http://www.prometric.com

ITIL FoundationITIL PractitionerITIL Service ManagerPractitioner Certificate in IT Service ManagementManagers Certificate in IT Service ManagementFoundation Certificate in IT Service Managementand/or

Update on ITIL V3The Art of Service Pty Ltd62ITIL is an acronym. It stands for Information Technology Infrastructure Library.

We are often asked if the framework could work for areas other than IT in a business. Yes. Other areas of any organisation faced issues that need to be solved (Incident Management), costs that have to be controlled (Financial Management) and changes that may affect others (Change Management). These are just three simple examples that show the concepts can apply.

However, there is no escaping the fact that the IT part of ITIL stands for Information Technology. For this reason, it is perceived as a framework for IT only.

ITIL does actually belong to someone. The Office of Government Commerce (OGC) in the United Kingdom can claim ownership. Part of the UK Treasury, the OGC is the co-ordination point for the framework and its continuing evolution.

The itSMF is a meeting place for IT Service Management people to meet and discuss Service Management issues. It is a vendor independent forum, run by members, for members. The itSMF may or may not be active in your country. Check the itSMF web page for your country.

If there is no itSMF chapter in your country, then perhaps you may be interested to start one. Simply visit www.itsmf.org.

Forum meetings usually involve a presentation on a topic, case study discussion and the best opportunity to network with other Service Management professionals.

ITIL Benefits are shown above. The list is self explanatory.One of the most attractive benefits is the independence of the framework. Adoption of the framework gives your organisation the power to negotiate with vendors that are looking to introduce their own ways of doing things upon you. You can clearly see what categories their services fall in to.

ITIL V3 - Certification PathwayExam SpecificsThe ITIL V3 Foundation exam is:

Multiple-choice 60 minutes in length 40 questions Pass mark is 26/40 or 65% Closed book Only 1 answer out of 4 possible answers is correct

Note: Accredited Foundation training is strongly recommendedbut not a prerequisite.