Agenda<br />ITIL what is it and why ITIL ? <br />The ITIL Pieces and Jigsaw<br />ITIL linkages to the Data Centre <br />Change & Release<br />Incident <br />Lifecycle Management <br />
ITIL’s Business benefits <br />Moving from reactive to proactive Incident management <br />Pushing down the cost of Incident Management <br />Managing Strategic demand <br />Delivering value to the business <br />Driving efficiencies through customer self service <br />Driving quality through the Service Lifecycle<br />Groups technology in to digestible services <br />
Why ITIL ?<br />ITIL is a framework that allows technology to describe services in business terms. Therefore improving communication and business ownership of IT.<br />ITIL is the fastest growing discipline in IT world wide.<br />ITIL give structure and common language to everyday events that improves communications. (30% of benefit is language and understanding)<br />ITIL by reuse of common process increases Continuous Improvement .<br />NB .ITIL should fit you company not you company fit the framework! <br />
Incident & Problem Management<br />Incident Management is all about returning the customers service to normal ASAP . <br />Problem Management is root cause analysis of incidents seeing trends and interpreting data Why did it the service break ? <br />
Separating Change & Release management and Request Fulfilment<br />Change Management : Changes can be generated from incident, business request, events, or maintenance. The change process includes the controls & communication & meetings that co-ordinate and give permission to proceed into production.<br />Release management : A set of changes that are tested together and enter the system as a set or batch. While may not be related in code or purpose they fates are tied together. One fail they all get backed out. These normal have routine windows! E.g. : security patches.<br />Request Fulfilment :Simple change done with high confidence and regular repetition that known as safe. Often done with single party authority and generally is not filtered through change process but auto-approved e.g.: Create a new employees logon, produce a report… <br />
Release Management<br />Scheduled cyclic work or windows that have simular risk or disruption to business. Done together as piece of work often have things in common e.g.:<br />Resources are same or large group required.<br />Dependencies and priorities are known and agreed.<br />Calender may run for years in advance and these are given priority on their dates.<br />Fall-back planning is required, windows may be tight . <br />System has known regular times for maintenance.<br />Egs: Large system upgrades, Infrastructure maintenance, power train changes, cooling changes. <br />
Knowledge Management <br /><ul><li> CMDB Configuration Management Data Base is the ultimate source of truth in you organisation and hold information ideally about all data about IT assets, life cycle management, service dependencies' ,SLAs, business owners of service, resources, software, maintenance schedules.
It should answer questions you need to answer about assets
Should describe the lifecycle management cradle to grave.
SLA or service expectations hours of service etc…</li></li></ul><li>How to migrate to ITIL <br />Engage and learn the rules <br />Build change templates to save time <br />Move from Change to request (where appropriate)<br />Move from Change to Release (Plan )<br />Communicate as early as possible <br />Establish you core contacts with each process.<br />Ask Questions about how to make your life easier. <br />
Questions & Contact<br />Q&A ???<br />email@example.com<br />Linked In <br />Linked in Group : <br />“AFCOM Melbourne Chapter”<br />