Itil in the data centre
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Itil in the data centre



An overview of ITIL and the areas important to DC management . By Glenn Allan , from AFCOM symposium Sydney 2011 .

An overview of ITIL and the areas important to DC management . By Glenn Allan , from AFCOM symposium Sydney 2011 .



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Itil in the data centre Itil in the data centre Presentation Transcript

  • ITIL in the Data Centre
    Glenn Allan
    DC & Sustainable IT Strategy, National Australia Bank
  • Glenn Allan
    Was :
    IT Operations
    Service management
    Operations Automation
    Relationship management
    Now :
    Data Centre Strategy
    GreenIT strategy
    CDCDP , ITIL V2 Manager Certificate, V3 Expert
    View slide
  • Agenda
    ITIL what is it and why ITIL ?
    The ITIL Pieces and Jigsaw
    ITIL linkages to the Data Centre
    Change & Release
    Lifecycle Management
    View slide
  • ITIL’s Business benefits
    Moving from reactive to proactive Incident management
    Pushing down the cost of Incident Management
    Managing Strategic demand
    Delivering value to the business
    Driving efficiencies through customer self service
    Driving quality through the Service Lifecycle
    Groups technology in to digestible services
  • Why ITIL ?
    ITIL is a framework that allows technology to describe services in business terms. Therefore improving communication and business ownership of IT.
    ITIL is the fastest growing discipline in IT world wide.
    ITIL give structure and common language to everyday events that improves communications. (30% of benefit is language and understanding)
    ITIL by reuse of common process increases Continuous Improvement .
    NB .ITIL should fit you company not you company fit the framework!
  • The cost of falling behind
  • The ITIL Lifecycle
    Five ITIL Areas
    • Service Strategy
    • Service Design
    • Service Transition
    • Service Operation
    • Continual Service Improvement
    Wrapped in an ongoing cycle
  • ITIL functions & Processes
    Path to Production
  • ITILs interconnectivity
  • ITIL's Key disciplines
    Incident management
    Problem management
    Change management
    Release management
    Request fulfilment
    Knowledge management
    Continuous Improvement

  • Incident & Problem Management
    Incident Management is all about returning the customers service to normal ASAP .
    Problem Management is root cause analysis of incidents seeing trends and interpreting data Why did it the service break ?
  • Separating Change & Release management and Request Fulfilment
    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.
    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.
    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…
  • Release Management
    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.:
    Resources are same or large group required.
    Dependencies and priorities are known and agreed.
    Calender may run for years in advance and these are given priority on their dates.
    Fall-back planning is required, windows may be tight .
    System has known regular times for maintenance.
    Egs: Large system upgrades, Infrastructure maintenance, power train changes, cooling changes.
  • Knowledge Management
    • 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 may not be one data base!
    • 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…
  • How to migrate to ITIL
    Engage and learn the rules
    Build change templates to save time
    Move from Change to request (where appropriate)
    Move from Change to Release (Plan )
    Communicate as early as possible
    Establish you core contacts with each process.
    Ask Questions about how to make your life easier.
  • Questions & Contact
    Q&A ???
    Linked In
    Linked in Group :
    “AFCOM Melbourne Chapter”