Your SlideShare is downloading. ×
0
ITIL intro
ITIL intro
ITIL intro
ITIL intro
ITIL intro
ITIL intro
ITIL intro
ITIL intro
ITIL intro
ITIL intro
ITIL intro
ITIL intro
ITIL intro
ITIL intro
ITIL intro
ITIL intro
ITIL intro
ITIL intro
ITIL intro
ITIL intro
ITIL intro
ITIL intro
ITIL intro
ITIL intro
ITIL intro
ITIL intro
ITIL intro
ITIL intro
Upcoming SlideShare
Loading in...5
×

Thanks for flagging this SlideShare!

Oops! An error has occurred.

×
Saving this for later? Get the SlideShare app to save on your phone or tablet. Read anywhere, anytime – even offline.
Text the download link to your phone
Standard text messaging rates apply

ITIL intro

2,826

Published on

ITIL intro lecture at New Horizons Jun 2011

ITIL intro lecture at New Horizons Jun 2011

0 Comments
1 Like
Statistics
Notes
  • Be the first to comment

No Downloads
Views
Total Views
2,826
On Slideshare
0
From Embeds
0
Number of Embeds
1
Actions
Shares
0
Downloads
47
Comments
0
Likes
1
Embeds 0
No embeds

Report content
Flagged as inappropriate Flag as inappropriate
Flag as inappropriate

Select your reason for flagging this presentation as inappropriate.

Cancel
No notes for slide

Transcript

  • 1. <ul>Intro to ITIL @ New Horizons </ul>
  • 2. <ul>Introductions </ul><ul>Aleksejs Truhans <li>Citadele banka, Head of IS Development
  • 3. New Horizons, Mentor
  • 4. Agile Latvia member
  • 5. 7 years teaching Software Engineering
  • 6. 7 years programming
  • 7. 11 years managing projects and teams
  • 8. http://www.linkedin.com/pub/aleksejs-truhans/b/389/704
  • 9. [email_address] </li></ul>
  • 10. <ul>Personal benefit? </ul><ul><li>Organize work of IT department effectively
  • 11. Earn profit providing IT services
  • 12. Pass an exam
  • 13. Take away an overview of IT service provisioning best practice
  • 14. ? </li></ul>
  • 15. <ul>Introductions </ul><ul><li>The slides
  • 16. Interactive workshop
  • 17. Mutual learning </li></ul>
  • 18. <ul>ITIL </ul><ul>Introduction to ITIL </ul>
  • 19. <ul>Practice? </ul><ul><li>ITIL - A community-defined framework and library of IT service management best practices
  • 20. Some good practice, anyone?
  • 21. Where the practices do come from? </li></ul>
  • 22. <ul>Goal and problem </ul><ul><li>Goal of service management?
  • 23. Problems on the way? </li></ul>
  • 24. <ul>Goal and problem </ul><ul><li>Goal: systematic delivery of quality IT services
  • 25. Problem: infrastructure, IT systems, people, processes, business services – all have to be aligned to serve ultimate goal, do it efficiently and improve over time
  • 26. Solution? </li></ul>
  • 27. <ul>Reasoning behind ITIL </ul><ul><li>Why do we use it?
  • 28. Who uses it? </li></ul><ul><ul><li>Organizations, roles... </li></ul></ul><ul><li>How do we use it? </li></ul><ul><ul><li>Religiously, pragmatically, ... </li></ul></ul>
  • 29. <ul>Sample applications </ul><ul><li>Computing cost of a service
  • 30. Understanding service dependencies (CMDB)
  • 31. Organizing work around the service desk </li><ul><li>Service call, Change, Incident, Problem, Workorder </li></ul></ul>
  • 32. <ul>IT Maturity model </ul><ul><li>Maturity – measurable, correlated with capability
  • 33. Benchmark </li><ul><li>Industry average
  • 34. Comparing parts of an organisation
  • 35. Defining reachable goals </li></ul><li>Let's rate the maturity of our IT organizations </li></ul>
  • 36. <ul>IT Maturity - Conclusions </ul><ul><li>Where are you on that scale?
  • 37. What are the areas you'd like to improve? </li></ul>
  • 38. <ul>The Landscape </ul><ul><li>CMMI - ”which processes” + maturity levels
  • 39. ITIL – ”process details” + wider lifecycle, less software development
  • 40. CoBIT- compliance, security, governance measurement
  • 41. Synergies? </li></ul>
  • 42. <ul>Agile Operations - ”DevOps” </ul><ul><li>Interdependence of development and operations
  • 43. Communication and collaboration
  • 44. Flickr — 10 deployments/day
  • 45. Involving Operations into architectural decisions
  • 46. Development to be aware of runtime environment </li></ul>
  • 47. <ul>Agile Operations - ”DevOps” </ul><ul><li>Availability, stability, performance
  • 48. Deducing necessary runtime configuration from developer workstation configurations
  • 49. Automated deployment and systems management
  • 50. Citadele: practice of service and application management led by development </li></ul>
  • 51. <ul>Agile Operations - ”DevOps” </ul><ul><li>More at http://en.wikipedia.org/wiki/DevOps
  • 52. Join us at http://agile-latvia.org </li></ul>
  • 53. <ul>ITIL Publications </ul><ul><li>England Office of Government Commerce (OGC) and IT Service Management Forum (itSMF) books: </li></ul><ul><ul><li>ITIL v3 foundation
  • 54. Service Design
  • 55. Service Transition
  • 56. Service Operation
  • 57. Continual Service Improvement </li></ul></ul><ul><li>ITIL v3 – 2007 </li></ul>
  • 58. <ul>Qualifications </ul><ul><li>Foundations
  • 59. Then management-level: </li></ul><ul><ul><li>Service Strategy, Design, Transition, Operation, CSI </li></ul></ul><ul><li>Or more functional ones: </li></ul><ul><ul><li>Operational Support and Analysis, Service Offerings and Agreements; Release, Control and Validation; Planning, Protection and Optimization </li></ul></ul><ul><li>Then ITIL Expert </li></ul>
  • 60. <ul>Foundations exam </ul><ul><li>Foundations: 1h, test – multiple choice 1 of 4, 40q, 26 correct to pass
  • 61. nh.lv mentored/online -
  • 62. any time, self-paced
  • 63. + a book
  • 64. + mock exams </li></ul>
  • 65. <ul>Acronym city </ul><ul><li>Terms and acronyms – the “common language” of IT service delivery. Get used to it :)
  • 66. Free official glossary and acronym list: </li></ul><ul><ul><ul><li>http://www.best-management-practice.com/bookstore.asp?DI=575004&FO=1230366 </li></ul></ul></ul><ul><li>Let's have a look... </li></ul>
  • 67. <ul>Resources </ul><ul><li>Process descriptions, checklists, etc: </li></ul><ul><ul><li>http://wiki.en.it-processmaps.com/ </li></ul></ul><ul><li>Some more materials </li></ul><ul><ul><li>http://www.itiltraining.com/itil-downloads.asp </li></ul></ul><ul><li>http://www.itil.org – very good resource
  • 68. A reference model ready for 4kEUR </li></ul><ul><ul><li>http://en.it-processmaps.com/products/demo-itil-process-map.html </li></ul></ul>
  • 69. <ul>Resources </ul><ul><li>Gints Freibergs
  • 70. Valdis Štokenbergs
  • 71. Евгений Крылов
  • 72. Practice exams and resources: </li></ul><ul><ul><li>http://taruu.com/qtest.aspx </li></ul></ul>
  • 73. <ul>Software </ul><ul><li>http://otrs.org/
  • 74. HP OVSD
  • 75. Terrasoft
  • 76. Computer Associates
  • 77. Serena Service Manager </li></ul>
  • 78. <ul>More terms </ul><ul><li>Warranty and utility
  • 79. Process groups: </li><ul><li>Design
  • 80. Transition
  • 81. Operation
  • 82. Strategy
  • 83. Continual improvement </li></ul><li>Most familiar processes?
  • 84. ITIL v3 Process Model from http://www.ilxgroup.com/eu/downloadslist.asp?type=ITIL </li></ul>
  • 85. <ul>Service Level Agreement </ul><ul><li>See the checklist at http://wiki.en.it-processmaps.com/index.php/Checklist_SLA_OLA_UC
  • 86. Business justification and supported business processes
  • 87. Vital Business Functions, critical data, estimation of loss impact </li></ul>
  • 88. <ul>Service Level Agreement </ul><ul><li>Service time, maintenance slots, reaction and resolution times, definition of priorities
  • 89. Availability, reliability and maintainability targets
  • 90. Capacity and performance targets
  • 91. Service continuity commitments
  • 92. Responsibilities of users, security aspects, cost, locations, duration </li></ul>
  • 93. Q&A
  • 94. Thank you! <ul>Materials used in the presentation have their source cited and are copyrighted by their respective authors. Rest of the presentation Copyright ©2011 Aleksejs Truhans, licensed under a Creative Commons Attribution-NonCommercial 3.0 Unported License. </ul>

×