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  • Provide basic understanding of ITIL and the Service Support processes. Developed by the Office of Government Commerce (OGC) – Great Britain. They own the content and copyright. itSMF – Information Technology Service Management Forum – practioners, local chapters (USA).
  • Service management from the customer’s point of view
  • These processes are at the operational level. They are reactive to changes in the IT environment, whether from incidents or planned changes.
  • Monitoring and planning activities
  • Service Support process model – shows relationship between the sub-processes and the sequential flow. The next slides will focus on definitions for these processes and how they relate to each other and the CMDB.
  • The Configuration Management Database (CMDB) is the interface into all other information collectors. The CMDB hold the relationships between all of the configuration items in the IT environment. It is the logical model of the infrastructure or a service. Configuration Item – component of an infrastructure that is (or is to be) under the control of Configuration Management. CIs vary widely in complexity, size and type, from an entire system to a single module or a minor hardware component. Examples: desktop (PC, monitor, and software installed) server (hardware, software, network relationships) Attributes – details that uniquely identify CIs (location, serial number, version number, owner, etc.
  • The Service Desk is the initial point of contact with the IT organization for users. The major task of a Help Desk is recording, resolving and monitoring problems. A Service Desk has a broader role (for example receiving Requests For Change) and can carry out activities belonging to several other processes.
  • The distinction between incidents and problems is the difference between rapid return of the service and identifying and remedying the cause of an incident. The process aims to resolve the incident and restore the provision of services quickly. Incidents are recorded, and the quality of the incident records determines the effectiveness of a number of other processes.
  • Problem Management aims to identify an underlying cause within the IT infrastructure. A problem may be suspected because there are a series of related incidents or one incident that has potential future risk.
  • Change Management addresses the controlled implementation of changes to the IT infrastructure. The objective of the process is to determine the required changes, and how they can be implemented with a minimum adverse impact on the IT services, while at the same time ensuring the traceability of changes, by effective consultation and coordination throughout the organization.
  • A release is a set configuration items (CIs) that are tested and introduced into the live environment together. The main objective of the process is to ensure the successful rollout of releases, including integration, testing and storage. Release Management ensures that only tested and correct versions of authorized software and hardware are provided.
  • Configuration Management addresses the control of a changing IT infrastructure (standardization and status monitoring) The objective of the process is identifying configuration items (inventory, mutual links, verification and registration), collecting and managing documentation about the IT infrastructure and providing information about the IT infrastructure to all other processes.
  • Service Support process model – shows relationship between the sub-processes and the sequential flow
  • ITIL : Best practices that promote quality computing services in the IT sector. Built on a process-model view of controlling and managing operations, ITIL addresses the structure and skill requirements for an IT organization by presenting a comprehensive set of management procedures. CobiT: Framework for information security that provides managers, auditors, and IT users with a set of generally accepted IT control objectives to assist them in developing appropriate IT governance and control in a company. Guidelines on 34 processes covering the full IT lifecycle, with a heavy emphasis on audit and security. CMM: Method for evaluating and measuring the maturity of the software development process of organizations. Capability Maturity Model Integration (CMMI) provides guidance for improving an organization's processes and a way to manage the development, acquisition, and maintenance of products or services. Provide guidelines standardizing application development and software engineering processes..
  • ITIL supports process improvement and Deming’s model of Plan / Do / Check / Act.
  • ITIL means change. It requires support from IT and business management. Moving to ITIL should be done in a series of small steps. ITIL outlines what should be done but does not say how things should be done. Develop processes and define policies tailored to the enterprise. Quality and performance go hand in hand with ITIL. It is not enough to measure the number of incidents resolved on the first call. Measuring how those incidents were handled is just as important. But customers will define success as not having to make the call in the first place. ITIL is not a standard, but a series of best practices. Adopt the processes that fit within the culture of the enterprise.
  • There are other ITIL processes. This pilot project, however, will focus mainly on the Service Support processes.
  • Throughout this pilot, we will be asking these questions. We will focus on each process individually to determine what is needed to identify, collect, change, record, and report out from the CMDB.
  • Transcript

    • 1. ITIL – An Introduction
      • Information Technology Infrastructure Library
      • A non-proprietary approach for managing IT that helps make business sense of tools, standards, and processes.
    • 2. ITIL – IT Service Management
      • A service-focused approach to delivering and supporting IT services.
      • The objective of IT Service Management processes is to contribute to the quality of the IT services.
      • ITIL is a best practice approach to IT Service Management.  
    • 3. ITIL – IS….. IS Not…..
      • What ITIL is…
        • Library of best practices for IT service
        • Description of relationships between IT processes
        • Based on IT service quality
        • Promotes development of effective and efficient processes
        • Effective framework to develop IT service maturity
        • Independent from the organizational structure
      • What ITIL is not…
        • Prescribed methodology
        • Prescribed organizational structure
        • Imposed allocation of tasks and responsibilities between functional units
        • One size fits all
        • In lieu of other quality practices like CoBIT, CMM, ISO-9000, or Six Sigma
    • 4. ITIL – Service Support
      • Service Desk
      • Incident Management
      • Problem Management
      • Change Management
      • Release Management
      • Configuration Management
      Operational – Reactive – Sequential Processes
    • 5. ITIL – Service Delivery
      • Service Level Management
      • Availability Management
      • Capacity Management
      • IT Financial Management
      • IT Service Continuation Management
      • Security Management
      Tactical – Proactive – Concurrent Processes
    • 6. Service Desk IT Management Tools Configuration Management Database (CMDB) Problem Change Release Configuration Incident Difficulties, Queries, Enquiries Communication, Updates, Workarounds New Releases Change Requests Incidents The Business, Customers, Users
    • 7. Configuration Management Database (CMDB)
    • 8. Service Desk Difficulties, Queries, Enquiries Communication, Updates, Workarounds The Business, Customers, Users
    • 9. Service Desk Incident Incidents IT Management Tools
    • 10. Problem
    • 11. Change Change Requests
    • 12. Release New Releases
    • 13. Configuration
    • 14. Service Desk IT Management Tools Configuration Management Database (CMDB) Problem Change Release Configuration Incident Difficulties, Queries, Enquiries Communication, Updates, Workarounds New Releases Change Requests Incidents The Business, Customers, Users
    • 15. ITIL – Framework, One of several
      • A common assumption is that frameworks are exclusive of each other and that all the parts of each framework must be implemented.
      • Each framework has a particular area of emphasis, but each brings consistency, an ability to measure performance, and rigorous processes. Examples include:
        • ITIL
        • Cobit
        • CMM
    • 16. ITIL – Cycle of Improvement ITIL provides a stabilizing force to embed improvements. Improvement Time
    • 17. ITIL – Implementation Efforts
      • Requires commitment
      • Complexity
      • Best practices only
      • Measure the right stuff
      • Take the best; leave the rest
    • 18. ITIL – Other Processes
      • IT Infrastructure Management
        • Network Service Management
        • Operations Management
        • Management of Local Processors
        • Computer Installation and Acceptance
        • Systems Management
        • Environmental Management.
      • Applications Management
        • Software Lifecycle Support
        • Testing an IT Service for Operational
      • Management & Organization
        • Quality Management
        • IT Service Organization
        • Planning and Control (policy) for IT Services
    • 19. ITIL - Pilot
      • Where are we now? -Assessment
      • Where do we want to be? -Goals/objectives
      • How do we get there? -Process improvement plans
      • Are we there yet? -Track/measure