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Best Practices for IT (ITIL overview and KU's activities)
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Best Practices for IT (ITIL overview and KU's activities)


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  • Two missing staff – John Dillard and Jerree Catlin Part of Information Services - IT, NTS, & Libraries Office developed during reorganization almost two years ago Coordination point between units Several years ago we could make changes on “our” unit systems without affecting any other system It’s OK with Bob… Now they are tied together - e.g. Kyou portal ties Enroll & Pay, Blackboard, Libraries, staff payroll, and other functions. Now coordination is vital Event management - Remedy ticketing Service desk - Help desk Service Level management - focuses on aligning services with user needs, more about that later
  • Streamline - units working together with the same process, instead of each doing their own thing Improved reliability - less downtime when coordination takes place. 60% of problems are due to planned changes Adapt to user needs - assessment of what services they use, don’t use, and want
  • ITIL is a library, literally a set of books (take books) Open source - you need to purchase the books to learn about the processes No one company “owns” these processes, many companies provide training and testing (take pink elephant)
  • Assessment is important to align services to the needs of your campus users. We are just beginning assessment. Coordination and communication between units improves availability and stability. Example:
  • Service Support is the practice of those disciplines that enable IT Services to be provided effectively. Service Delivery is the management of the IT services themselves, and involves a number of management practices to ensure that IT services are provided as agreed between the Service Provider and the Customer. Service Delivery consists of 5 disciplines.
  • Separate Interrelated No specific starting point
  • Configuration Definition A Configuration Item (CI) is a component of the infrastructure (hardware, software, documentation) Configuration Management Database (CMDB) is a database which holds a record of all Configuration Items Change Incident: a disruption to service
  • Problem Goal Identify the root cause and initiate action to remove the error. Release Goal Ensure production readiness and quality of hardware and documentation across a distributed environment Authorize the planned deployment Definition A release is a collection of authorized changes to an IT service and is defined by the RFC that it implements.
  • Service Goal Define services (catalog of services) Improve IT Service quality Cycle of agreeing, monitoring and reporting Meet the customers’ objectives Availability Goal Determine level of availability that can be provided for reasonable cost. Cost of 99.9% can be double or triple of 95%
  • Service Continuity Management Goal Ensure recovery of IT systems to normal state after a disaster Within agreed timeframes Alternate methods Definition A crisis is an unplanned situation when one or more IT services is unavailable and when the outage exceeds the expectations of the customer
  • Sue
  • Sue Share info about our Service Desk. Goal A single point of contact Incident reporting Service requests Provides advice and guidance Works towards rapid restoration of normal service Definition A Service Request is a request that is not due to disruption.
  • Sue Presentation focuses on ITIL, but several other functions tie into the processes we are implementing. Our update will include project management, communication, and re-implementation of Remedy, the event management software we are using.
  • Mike Goals: Project Portfolio Management – Process designed to insure that individual projects, initiatives, and the required resources are all aligned with organizational strategies Resource management Pipeline management Risk and Issue management Prioritization Avoid duplicate or conflicting efforts Status: Also provide project management consultation and coaching. Help develop processes related to project management – including Change Management and Risk Management
  • Mike
  • Mike
  • Sue presents
  • Sue
  • Sue
  • Scott Original implementation - An amalgamation of all the old tools (help desk, network, desktop support, etc) and processes (outdated or non-existent). Long term plan - Configure tool to match processes (ITIL) being defined. 80/20 rule for incident and change implementation; Revisit our categorizations. Training of processes and tool.
  • Scott Short term plan - Stabilize the current environment: Apply the most recent patches for the version we're running; Change Moratorium in effect with only required patches or user/group updates Get a Remedy or a partner group to come in and show the management teams what Remedy will be able to do for them.
  • Thelma Current database is in Access
  • Let me give you an examples of how these processes are related. The Configuration Management database is the memory or brain that ties to almost all processes. It is the repository for everything we need to track: hardware, software, and related documentation. CMDB feeds data to our incident tracking software (Remedy) and to our tracking software (Nagios). It provides the data to create the metrics that allow us to generate accurate availability information. Those metrics go into the Service Level Agreements. SLAs are tied to the Service Catalog and back to Remedy. SLAs are part of the documentation stored in the CMDB. So, this one process ties together Configuration Management, Service Desk, and Service Level Management.
  • Thelma presents Service Catalog - listing of all services you provide, think Amazon Needs to be web accessible, easy to understand, easy to maintain. Service Level Agreement (SLA) is a written agreement with the customer. Operational Level Agreement (OLA) is an agreement between two internal areas.
  • That wraps up our presentation BTW, none of this is easy, and none of it is quick. Each process will take months to implement. Here are a few online resources in case you would like to learn more about ITIL. Questions?
  • Transcript

    • 1. Best Practices for IT (ITIL overview and KU’s activities) June 2005, CHECK Presented by Program & Service Management Office, Information Technology, a division of Information Services, KU
    • 2. Who we are
      • The KU Program & Service Management Office provides an integration point for delivery of IT services in order to ensure that services provided are aligned to the needs of campus users.
      • Responsibilities includes event management, service desk, service level management, and project management.
    • 3. Our goals
      • Serve as an integration and communication point for service projects between internal units, and for the delivery of services to the university community.
      • Provide service and process management services.
      • Provide project management services.
    • 4. Presentation objectives
      • Overview of ITIL best practices.
      • Outline of KU’s goals and objectives for best practices implementation.
      • Review our current activities in relation to Incident, Change, Problem, Configuration and Service Level Management.
    • 5. Benefits of Best Practices
      • Streamlines processes.
      • Improves reliability of services.
      • Adapts to changing needs of users.
      • Allows operational, tactical and strategic planning.
    • 6. Introduction to ITIL
      • ITIL – Information Technology Infrastructure Library.
      • Service Management Processes.
      • Developed by the Office for Government Commerce (OGC) in England (late 1980’s).
      • Best practices focused on the management of IT service processes.
      • Open source.
    • 7. ITIL Service Management Goals
      • Ensure that IT services are aligned to the needs of customers and users (measurable).
      • Improve availability and stability of services.
      • Improve communication within IT and with users.
      • Improve efficiency of internal processes.
        • Ensure that all information is “evergreen.”
    • 8. ITIL Service Management (ITSM)
      • Two main components:
      • Service Support – five processes that provide support for day-to-day operation of IT services.
      • Service Delivery – five processes that focus on long-term planning and improvement of IT services.
      • These two components are linked together through the Service Desk.
    • 9. ITIL Service Management Service Level Management Financial Management Availability Management IT Service Continuity Management Capacity Management Service Delivery Service Desk Change Management Release Management Incident Management Configuration Management Problem Management Service Support
    • 10. Service Support Change Management Release Management Incident Management Configuration Management Problem Management Service Support
    • 11. Service Support processes Restore normal service operation ASAP and minimize adverse impact on users & the organization. Incident Handle changes efficiently, with standardized methods, to minimize impact to service delivery. Change Identify, control, & manage IT resources within a Configuration Database (CMDB). Configuration
    • 12. Service Support Processes (cont.) Ensure production readiness, quality of hardware, and documentation across a distributed environment. Release Minimize the adverse effect of incidents and problems caused by errors in the infrastructure, and prevent recurrence. Problem
    • 13. Service Delivery Service Level Management Financial Management Availability Management IT Service Continuity Management Capacity Management Service Delivery
    • 14. Service Delivery Ensure current and future resources are greater than or equal to demand, and provided cost effectively. Capacity Optimize the capability of the infrastructure and organization to deliver a cost effective and sustained level of availability. Availability To maintain and improve IT service quality through an ongoing cycle of agreeing, monitoring and reporting to meet customer needs. Service Level
    • 15. Service Delivery (cont.) Ensure recovery of IT systems to normal state after a disaster within agreed timeframes and using alternate methods. Service Continuity Management Plan for IT services and provide cost-effective stewardship of the IT assets and resources. Financial
    • 16. ITIL Service Desk Service Level Management Financial Management Availability Management IT Service Continuity Management Capacity Management Service Delivery Service Desk Change Management Release Management Incident Management Configuration Management Problem Management Service Support
    • 17. Service Desk Service Request: a request that is not due to disruption. Single point of contact for incident reporting and service requests. Provides advice and guidance. Works towards rapid restoration of normal services. Service Desk
    • 18. Where are we now?
      • Incorporating project management.
      • Developing communication plan.
      • Developing project plans for:
        • Change
        • Incident
        • Problem
        • Configuration
        • Service Level Management
      • Incorporating a re-implementation of Remedy Help Desk.
    • 19. Project Management
      • Goal:
      • Promote good project management practices.
      • Implement project portfolio management processes and toolset.
      • Status:
      • Providing in-house project management training.
      • Researching portfolio toolsets.
      • Next steps:
      • Complete research and arrange toolset demos.
    • 20. Communication Plan
      • Goal:
      • Maintain two-way communication with management and IS staff regarding processes and projects.
      • Status:
      • Building plan based on best practices.
      • Scheduling communication sessions.
      • Next steps:
      • Schedule ITIL overview for IS staff.
      • Expand best practices and project information on PSMO web site.
    • 21. Change Management
      • Goal:
      • Establish standard process for efficient and prompt handling of all changes.
      • Status:
      • Processes for change requests are being defined by change management sub-committee.
      • Next steps:
      • Provide report to full change management committee.
      • Establish change management process with current tool.
    • 22. Incident Management
      • Goal:
      • To restore normal service operation as quickly as possible based on best practices.
      • Status:
      • Initial phase - gathering requirements and identifying stakeholders/decision makers.
    • 23. Incident Management
      • Next Steps:
      • Refine interim Incident Management process.
        • Standardize service names.
        • Identify support staff contacts for callbacks.
        • Establish processes to keep data current.
      • Develop permanent process.
        • Initial phase - gathering requirements and identifying stakeholders.
        • Schedule kickoff meeting.
    • 24. Problem Management
      • Goal:
      • To minimize the adverse impact and/or recurrence of incidents. Problem Management seeks to get to the root cause and initiate action to remove the error based on best practices.
      • Status:
      • Initial phase - gathering requirements and identifying stakeholders.
      • Next Steps:
      • Finalize requirements and schedule kickoff meeting.
    • 25. Project Mulligan (Remedy)
      • Goal:
      • Successful implementation of most recent version of Remedy using best practices processes for incident, change, problem, and configuration management.
      • Status:
      • Project plan approved.
    • 26. Project Mulligan - Remedy
      • Next steps:
      • Stabilize current environment.
      • Investigate overview of new version of AR system and modules (Remedy).
    • 27. Configuration Management
      • Goal:
      • To provide a central repository for tracking changes to the environment (hardware, software, and associated documentation).
      • Status:
      • Updating current database with accurate information.
      • Developing project plan.
      • Next Steps:
      • Determine permanent tool and data migration path.
    • 28. Configuration Management CMDB Remedy (Incident, Problem, Change) Monitoring (Nagios, Orion) Service Level Agreements Service Catalog Service Level Management Configuration Management Service Desk Hardware/ Software Callback List SLAs
    • 29. Service Level Management
      • Goal:
      • Establish process to maintain and improve IT Service quality. (Includes service catalog, service level agreements and ongoing assessments.)
      • Status:
      • Develop pilot for fee-based service listings.
      • Next steps:
      • Gathering detail information about all services.
    • 30. Service Catalog
      • Service details
    • 31. Online resources
      • Pink Elephant :
      • ITIL (Libraries) & Service Management directories:  
      • British government ITIL:
      •   - Tech Republic article (subscription required)
      • KU’s Program & Service Management Office: