P18 ITIL Foundations

7/28/2019 P18 ITIL Foundations

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2004 Hewlett-Packard Development Company, L.P.The information contained herein is subject to change without notice

High PerformanceITSM Simulation

Half-day Workshop

October 3, 2007


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One-Day Workshop Agenda Introduction

Workshop Objectives ITIL & ITSM Overview

Simulation Overview

Race 1 Preparation and Planning

Run Race 1 Performance Review

Service Support Processes

Race 2 Preparation and Planning

Run Race 1

Performance Review

Service Delivery Processes

Race 3

Preparation and Planning

Run Race 2 Performance Review

Closing Discussion Workshop Review

Open Discussion


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Introductions Name

Organization Role


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Workshop ObjectivesThrough a simulated experience:

Realize the importance ofPeople and Communication asthey relate to the Success ofyour ITSM initiatives.

Understand the Operational andBusiness benefits ofeffectiveProcess Management

Develop a deeper awareness of

ITIL Best Practice and itsrelationship to IT ServiceManagement

Technology

People

Process


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Mainframe StorageNetwork Server Application

internet

e-mail

applications

IT must focus ondelivering services tocustomers with consistencyin execution throughstreamlined and automatedIT processes

ou

In

cident&Problem

mgmt.

Con

figuration&Chan

gemgmt.

AvailabilityManag

ement

ServiceLevelMana

gement

O

perationsManag

ement

Many Organizationsmanage technology to

users as Silos

when

customers seethem like this

Traditional IT Organization


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About ITIL?

Created in 1989 by the CCTA (now the Office of

Government Commerce), a UK government agency

ITIL = Information Technology Infrastructure Library

ITIL is; Library of books that define a

framework forbest practice of ITprocesses

Vender independent, Platformindependent, and Tool independent

Its a guide about WHAT to doDocumented Common sense

Organizations should adopt andadapt

Key Objectives

To align IT with the current andfuture needs of the Businessand its Customers

To improve the quality of ITServices Delivered

To reduce the long-term costof Service provision


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Service Management

T

h

e

B

us

i

n

e

s

s

T

h

e

T

e

ch

n

o

l

o

g

y

The

Business

Perspective

ICT

Infrastructure

Management

Service

Delivery

Planning to Implement Service Management

Applications Management

Service

Support

Security

Management

IT Infrastructure Library (ITIL)


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Service Management Disciplines

Service Support:

describes the processes associatedwith the day-to day support andmaintenance activities associatedwith the provision of IT services.

Service Delivery: covers the processes required for the

planning and delivery of quality ITservices and looks at the longer termprocesses associate with improvingthe quality of IT services delivered.


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The Business of Formula 1 Ferrari and Toyota spend over $300m per year

Investment by related industries (Fuel and tires) Also attracts significant sponsorship dollars from

other industries

F1 Development and testing makes Hi-Tech astandardABS, Fuel Injection, Traction Control

Success on the trackSuccess in the showroom


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World Stage for IT IT is central to each F1

teams successTesting and design is all

computerized

IT Systems are used to

monitor and manage carsystems in real-timeduring races

IT is critical for winning

races

Winning races is criticalfor earning money


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The Bottom Line

Earning revenue depends on winning races

Winning races depends on IT

If IT fails, the team loses money


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Simulation Objectives The Business Objective

is to Maximize Sponsorship

revenues by finishing ashigh as possible on theLeader Board

The IT Objective is toenable this by ensuring

High availability ofBusiness Services to theRace Team


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Simulation Overview There are 5 Teams in a

5 Race, WorldChampionship Series

You are part of the HPTeam

Sponsorship revenuesare based on Raceperformance

The higher the Teamfinishes a Race, thehigher the Sponsorship

Revenues


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How it works Each car is supported

by a number of

Business Services These Business

Services are Supported

by IT Race Performance is

related to the availability

of these Services If a Business Service

Fails, the Team looses

Money


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HP High Performance ITSM

simulation

o Race (Simulation)

o Review

o Think

o Plan / Implement

o Race

Service Improvement achieved through

Facilitator will assign roles, and give instructions before the Race begins


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The Balanced Score Card

ToolsIncident Record

Service Priority Matrix

Resolution Strategy

System Solution Log (KEDB)Business Service toApplication Mapping (CMDB)

Event Monitoring

People and ProcessRoles and Responsibilities

Communication / Teaming

Process Management (ITIL)

Service Desk (Function)Incident and Problem Mgmt

Chg. Config. Release Mgmt

Service Level / Financial Mgmt

Availability and ITSCM Mgmt

IT PerformanceCustomer Satisfaction

Operational Effectiveness

Service Availability (MTTR)

Workarounds + Fixes

Business PerformanceRace Points

Revenue TargetsSupport Costs

Profit and Loss


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Service

Desk

Team

Principal

Race

Engineers

IT Support

Team

Operations

Manager

Roles and Responsibilities

HP Consultant

IT

Support

The

Business

Vender Support


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Prepare for Race 1:


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Performance Review Race 1:


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The Balanced Score Card (Race 1)

ToolsSystem Solution Log (KEDB)


Communication / TeamingRevenue Targets


Logging and Tracking

Change Config. Release Mgmt

Financial Management


Operational Effectiveness

Service Availability (MTTR)

Workarounds + Fixes



Profit and Loss


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Break


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Service Management DisciplinesService Support:

describes the processes associatedwith the day-to day support andmaintenance activities associatedwith the provision of IT services.

Service Delivery: covers the processes required for the

planning and delivery of quality ITservices and looks at the longer termprocesses associate with improvingthe quality of IT services delivered.


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ITIL vs. ITSMITIL is a best practice

framework of Business

centric, and Servicesfocused IT ProcessesA consolidated reference of

what to doActivity flows, and a common

LanguageA Quality approach for

continuous improvement Provides for predictable and

measurable outcomes

ITSM is a process drivenapproach goaled toward

optimising the provision of ITservices required toeffectively support and enablethe business.

Key focus areas; Quality of Service Delivery Cost of Service Provision IT to Business Integration Flexibili ty, Adaptability of IT

ITSM represents a consideredbalance of People, Processand Technology


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Service Support Processes

Configuration

Management

IncidentManagement

Change

Management

Service Desk

Problem

Management

ReleaseManagement

CMDB

Single Pointof Contact

RestoreServiceASAP

Identify the

Root Cause

Change Control

Integrity

Build, Test andImplementation

To Provide AccurateInformation about CIs

and their relationships

ConfigurationManagement

Database


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Service Desk Function Goal

To act as the central (Single)point of contact between theUser and IT Service Provider.

To handle Incidents andRequests, and provide aninterface for other activitiessuch as Change, Problem,Configuration, Release,Service Level and IT ServiceContinuity Management.

Function Activities

Ownership, Monitoring

Communications, Escalation 1st Level Support Initial Investigation and

Diagnosis (Matching)

Terminology Types of Services Desks

Local, Central, Virtual

Single Point of Contact

Escalation Functional, Hierarchical

Knowledge base Matching


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Incident Management Process Goal

To restore normal serviceoperation as quickly aspossible and minimize theadverse impact on businessoperations, thus ensuring thebest possible levels of servicequality

Process Activities: Detection and Recording Classification and Support

(Matching)

Investigation and Diagnosis

Resolution and Recovery Ownership, Monitoring,

Communication andEscalation

Definitions Incident:Any event that is

not part of the standardoperation of a service thatcauses, or may cause, aninterruption to, or a reductionin, the quality of that service

Workaround is a method of

avoiding an Incident orProblem

Escalation: Functional,Hierarchical


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Problem Management Goal

To minimise the impact ofdisruptions to IT Services andto prevent the occurrence andrecurrence of Incidents byidentifying the root cause ofIncidents and Problems.

Process ActivitiesProblem Control Identification and Recording Classification Investigation and Diagnosis

Error Control KE Identification and RecordingAssessment Resolution Recording

Definitions A problem is the unknown

underlying cause of one ormore incidents

A known erroris an incidentor problem for which the rootcause is known and for whicha temporary workaround or

permanent fix has beenidentified.


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Configuration Management Goal

To provide a logical model ofthe IT Infrastructure byidentifying, controlling,maintaining and verifying theversions of all ConfigurationItems in existence with theorganisation and determining

the relationships betweenthose items.

Process Activities Planning Identification

Control Status Accounting Verification and Audit

Process Terminology Configuration Item (CI)

CI Attribute Describes a CI CI Relationships

Parent, child, Connected to,user of

Baseline Snapshot of a known workingconfiguration

Naming Conventions Unique, Clearly Visible

Consistent within theOrganisation Scalable with Growth


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Change Management Goal

To ensure that standardized

methods and procedures areused for efficient and prompthandling of all changes, inorder to minimize the impactof any related Incidents upon

service. Process Activities

Initial Logging and filtering

Assessment and Approval

Scheduling

Authorization

Change Review and Closure

Terminology (RFC) Request for Change

(CAB) Change AdvisoryBoard

(CAB/EC) CAB EmergencyCommittee

(FSC) Forward Schedule ofChanges

(PSA) Projected Service

Availability


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Release Management Goal

To take a holistic view of

change to an IT service andensure that all aspects of aRelease into the liveenvironment, both technicaland non-technical, are

considered together Process Activities

Build and Test

Implementation

DefinitionsA Release is a collection of

authorized changes to an ITService

The Definitive SoftwareLibrary (DSL) is the library inwhich the original, definitive

authorized versions of allsoftware CIs and source codeare stored and protected.

The Definitive Hardware Store(DHL) is a secure area holding

spare definitive hardware CIs


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Planning for Race 2:


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Prioritization and Resolution Strategies

Prioritization

Priority 1: Brake Balance 14 km/h Data Transmission 14 km/h Engine Control Unit 14 km/h

Performance Monitoring 12 km/h

Priority 2: RF Communications 12-4 km/h Traction Control 11 km/h Engine Monitoring Plus 10 km/h

Hydraulics 10 km/h

Fuel Mixture 9 km/h Engine Mapping 9 km/h Rev Limiter 6 km/h

Special Services: Impact during Pit Stop Only

Fuel Rig Operations 10 Sec

Launch Control 10 Sec

Benefits: Effective resource utilisation

High availability of Critical Services

Resolution Strategies

Have we seen this error before? Can we reuse a previous Answer?

Is it a high Priority? What is the agreed Service Level?

Do we buy time with a Temporary Fix?

When do we buy a Solution?

Is it a low Priority? What is the agreed Service Level?

Do we leave IT Support Team to resolve?

When do we buy a Temporary Fix /Solution?

Is it a Special Service? When is this a priority?

What are the Race Clock based Actions


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Event Monitoring

Features Event Correlation

Threshold Alarms

Benefits Improved Incident Detection +

Recording

More effect Diagnosis of rootcause

Automated Tracking andMonitoring

Support for Notification andEscalation

Related IncidentsRelated IncidentsRelated IncidentsRelated Incidents


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Event Record

Benefits: Tracking and Monitoring

Communication Escalation Input to Trend analysis and reporting

1, 2

1,2,3

1, 2

Cars

Rosberg

Clark

Andretti

Application

Fuel Mixture

Traction Control

Rev Limiter

Business Service

12

21

PriorityInc. #


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Known Error Database

O151

201143

94112

6106

3 Kg93

35.3556

FD31

6414

Domino 4:210

68

AnswerQuestionKnown Error

Database(Race 2)

Benefits More effective resource

utilisation

Provides for improvedefficiency in IncidentResolution (Matching)

Improved CustomerSatisfaction


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Prepare for Race 2:


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The Balanced Score Card (Race 2)



Resolution Strategy

System Solution Log (KEDB)





Change Config. Release Mgmt

Financial Service Level, Mgmt


Operational EffectivenessService Availability (MTTR)Workarounds + Fixes



Profit and Loss


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Service Delivery ProcessesService LevelManagement

FinancialManagement

Service ContinuityManagement

AvailabilityManagement

CapacityManagement

Balance between SLRand SC

Analysis and PlanningMaintainability and ServiceabilityRedundancy and Resilience

A balance between current andfuture Service Levelrequirements and the Capacityto Deliver Resource utilization

Continuity of Business CriticalServices- Disaster Recovery

Budgeting, Accounting,and Charging


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Service Level Management Goal

To maintain and gradually

improve business aligned ITservice quality, through aconstant cycle of agreeing,monitoring, reporting, andreviewing IT service

achievements and throughinstigating actions, toeradicate unacceptable levelsof service

Process Activities Negotiation

Service Level Reporting

Service Improvement

Terminology Service Level Requirements

Service Catalog

Service level Agreement

Operational Level Agreement(OLA)

Underpinning Contract (U/C)


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Financial Management Goal

To provide cost effective

stewardship of the IT assetsand the financial resourcesused in providing IT services

Process Activities

BudgetingAccounting

Charging

Definitions Budgeting (mandatory)

Forecasting, control andmonitoring of expenditure

IT Accounting (mandatory) Enables IT to account for

where money is spent on

running the department andproviding services

Charging (optional) Billing customers for services

Differential Charging Setting different charges

during specific periods. Usedto influence Demand


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Availability Management Goal

To optimize the capability of theIT infrastructure and supporting

organization to deliver a costeffective and sustained level ofavailability that enables thebusiness to satisfy its objectives

Process Activities

Analysis

Trend, Risk

Reporting

Terminology Availability (%of Coverage hrs)

Proportion of agreed servicehours a customer can access aservice

Reliability (MTBF/MTBSI)

Freedom from operational failure

Maintainability (MTTR)

Restoration and repair times

Serviceability (Supportability)

Security Confidentiality, Integrity and

Availability to authorizedpersonnel only)


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Capacity Management Goal

To ensure best use of theappropriate IT Infrastructure to

cost effectively meet businessneeds by understanding how ITservices will be used andmatching IT resources to deliverthese services at the agreed

levels currently and in the future. Process Activities

Performance Management

Workload Management

Application Sizing

Resource Management

Demand Management

Modeling

Planning

Terminology Business Capacity Management

Future requirement planning Service Capacity Management

Current requirement planning

Resource Capacity Management

Utilization of component parts


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IT Service Continuity Management Goal

To support the overallBusiness Continuity

Management process byensuring that the required ITtechnical and servicesfacilities can be recoveredwithin required and agreed

business time scales Process Activities

Business Impact Analysis Risk Assessment

Business Continuity Strategy ImplementationAssurance (Awareness

Testing, Training, Change)

Terminology Immediate recovery hot

standby (72 hrs)


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Prepare for Race 3


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Configuration Management Data Base


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Prepare for Race 3:


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The Balanced Score Card



Resolution Strategy

System Solution Log (KEDB)Business Service toApplication Mapping (CMDB)

Event Monitoring





Chg. Config. Release Mgmt

Service Level / Financial Mgmt

Availability and ITSCM Mgmt


Operational EffectivenessService Availability (MTTR)

Workarounds + Fixes


Revenue Targets

Support Costs

Profit and Loss


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ServiceDesk

Team

Principal RaceEngineers

IT Support

Team

OperationsManager

The Simulation experience

HP

Cons

ultant


IT Service Management (ITSM)

Process Automation (Tools)


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Closing Discussion


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Extra Slides FYI


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TechnologyProcessBusinessResultsPeople

What Customers are Saying

We appreciate that ITIL/ITSM is criticalto our Business Success

We also see that Education and Trainingis an agent for Organisational Change.

It is vitally important that the Peopleunderstand and Support the ITSM vision.

BUT ITIL Training is boring.

We need a Training Solution that isintegrated into the businessinitiatives.. that brings value to theOrganisation


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ITSM Manager + certi fication

Individual Certification

Basic Advanced

ITSM Practitioners + certif ication

ITSM Foundations + certification

ITSM AwarenessWorkshops

to 1 Day 2 to 3 Days 2 to 5 Days 5+5+2 Days


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What is BS 15000 / ISO 20000? BS 15000 is the first formal standard specifically aimed at

IT Service Management, and has recently been adoptedas ISO 20000

BS 15000, ISO 20000 defines a level of quality for ITSMactivities which can be audited

The standard looks for a fixed feedback loop

Plan Plan Service Management Do Implement and Run Service Management Check Monitor Measure and Review Act Continuous Improvement

BS 15000, ISO 20000 Certification provides a basis forproving that an organisation has implemented bestpractises and are using them consistently across theorganisation


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The Approach

Act

Check

Plan

Do

PlanHow to implement

improvements in the next Race

DoPlay the Simulation andApply the learning

CheckReview Performance againstthe Balanced Score Card

ActThink about how Performancemight be improved

Continuous Improvement

Edward Deming


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Process TheoryProcess Control

Process

Input OutputInterrelatedActivities

Process

OwnerKPI

Process

Goals

Process Enablers

ResourcesRoles & Responsibilities

A process can be

defined asa series of related

actions, activities,performed with the

purpose of achieving a

defined goal.

Process control can

similarly be defined as

the process of planning

and regulating, with the

objective of performing a

the process in an

effective and efficientway.

Process Enablers

include People and

Tools


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Organizational Policies,Practices and Procedures

Standard

What should we do?BS 15000, AS 8018

ISO 20000

How should we do itin our organization?

An expanded guideor framework, aboutWhat to do?

Where Does Best Practice Fit?

Best Practice(ITIL)

Applied Framework(HP ITSM RM, MOF)

Organizational

Certification

IndividualCertification

IT Service Management


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IT Service Management

20%

80%

Technology (Tools)

Process automation

Service enablement

Process

A common Language

A quality approach

End to End Service Management

People

Cultural and Behavioral Change

Leadership and Commitment Defined Roles and Responsibilities

Support and Communication

Skills Development and Training

I t O t t d A ti iti


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Incident

ManagementIncident Details

CMDB

KnownError

Database

Matching

Change

Management

Mgmt Info.Reports

Inputs, Outputs, and Activities

Detection

Recording

Classificationand InitialSupport

Investigationand Diagnosis

Resolution and

Recovery

Incident ClosureOwnershipMonitoring

,Communicatio

nand

Escalation

RFC

Config. Details

Incident DetailsProblem

Management

Event Monitoring Tools


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Inputs, Outputs, and ActivitiesProblem Control

IdentificationRecording

Classification

Investigationand Diagnosis

Known Error

Error Control

KE IdentificationRecording

Assessment

ResolutionRecording

Closure

Mgmt Info.Reports

(Reactive) Incidents

CMDB

KnownError

Database

Matching

ChangeManagement

RFC

Config. DetailsKE Updates

(Proactive) Trend Analysis

Known Error (Development)

Documents

P18 ITIL Foundations