ITIL framework
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ITIL framework ITIL framework Document Transcript

  • ITIL framework ITIL framework
  • INTRODUCTION I n the recent years, an increase in business dependency on IT services has changed the way and the extent to which businesses consider the delivery of such IT services. IT departments are now viewed by business managers as 'service organisations' and are expected to deliver clearly defined products to agreed service levels. Business organisations thus consider themselves to be customers (or more correctly, internal customers) of their IT departments and expect to be treated accordingly. This is of course, very different from the way IT departments were traditionally perceived not very long ago. Furthermore, these services are expected to be matched to business needs and customer requirements. They must also be flexible enough to adapt rapidly to changes in organisation structure, demand, competition and technology. Such internal users of IT services are required to achieve value for money solutions. There is continual pressure in many organisations to reduce costs, while maintaining or improving IT services. They must also make optimum use of expensive and often, scarce IT skills. If the customers are not satisfied with internal IT services, they may consider outsourcing. Most of these customers have no interest in technology or IT components. Their responsibility is to maintain and improve their own business processes. They are only interested in the IT infrastructure in so far as it supports their work. As the nature and volume of the work changes, IT is expected to stay ahead of service demand. This requires a policy of proactive IT service development.
  • ITIL framework In 1988, the OGC began to define the IT Infrastructure Library (ITIL) - books of guidance on IT Service Management covering ways to approach various ITIL framework processes including Help Desk, Problem Management, Change Management, Service Level Management and Configuration Management. The 'Information Technology Infrastructure Library' ITIL takes its name from a series of publications written by dedicated IT professionals and industry experts offering guidance on Best Practice IT Service Management (ITSM). Since the publication of its first elements in 1989, ITIL has fast become the most recognized and accepted framework for IT Service Management in the world. Benefits of ITIL framework for Service Management The founding principles of IT Service Management are laid by OGC's IT Infrastructure Library (ITIL), which offers a systematic and professional approach to the management of IT services The key benefits of an ITIL framework are : o Greater productivity and best use of skills and experience. o Increased customer satisfaction with IT services, which meet their needs. o Reduced risks of not being able to meet business requirements for IT services. o Reduced costs in developing procedures and practices within an organisation. o Better communication and information flow between IT staff and customers. o Assurance to IT Director that the staff is provided with appropriate standards and guidance. o Quality approach to IT service provision.
  • Contribution of the ITIL to current IT Service Management philosophy A key value to the IT Infrastructure Library (ITIL) is its holistic approach to Service Level Management. The ITIL framework provides an integrated form of core processes, which are defined by how well they link together to deliver Service Level Management. ITIL highlights the interdependencies within these core processes. Any IS organization endeavoring to improve its Service Level Management or its ability to deliver on Service Level Agreements (SLAs) must do so within a context of that kind of integrative framework. ITIL is an obvious choice to help an organization jump-start the delivery of Service Level Management, while demonstrating how to manage core processes within that context.
  • Future of Best Practices in Service Management There has been a tremendous change in the marketplace. Economic and business factors continue to drive the enterprise to re-structure the role of the information technology service. IS organizations are increasingly being pressured by business units to support end-to-end service level agreements and to provide a business oriented display of how well IT services perform in support of key critical business processes. IS organizations are seeking effective ways to demonstrate their alignment with the business and to manage their support priorities in the business context. There really needs to be a substantive effort to process refinement across all these IT silos. Through which, we can implement standards of service portfolios and arrive at a much more formalized adoption of quality assurance. That is really the future as we begin to see that organizations, in essence, quantify all the IT components into a very important service that is delivered to the line of business. Benefits of Best Practices The Best Practice approach is a systematic, professional approach to the management of IT service provision. It is based upon the combined experience of industry experts and can provide IT services with: • A proven, quality approach to service delivery • Increased Productivity • Increased customer satisfaction • Minimized risk • Reduced costs • Improved communication between IT and the business and your customers
  • Best Practices also helps your customers by: • Providing reassurance as to the proven processes • Confidence to rely on IT services, enabling the business objectives to be met • Clearly defined processes and contacts to handle problems and issues • Clarification of costs and monitoring of service levels to better informed customers.
  • Business Objectives of ITIL Framework ITIL provides a consistent set of IT Service Management Best Practices applicable to all IT organizations, irrespective of their size. It is supported by a systematic structure of certifications, accreditations, education bodies, tools and consultancy companies. The main benefits of applying the ITIL principles are: Improved service quality The introduction of a consistent set of processes will highlight potential weaknesses in the previous operations and encourages pro-active improvements. Shortened resolution times, better management control, more reliable IT services and the implementation of permanent solutions to formally acknowledged problems are just some of the many ways in which ITIL will revolutionize your IT services. Cost reduction By applying ITIL Best Practice to your IT operations, you can take advantage of better-cost control and cost reduction. A lower Total Cost of IT Ownership (TCO) will be achieved through increased efficiency and productivity, lower incident volumes, faster incident resolution and less business disruption because of service failures. Pro-active IT Management It is no longer enough to simply maintain the IT infrastructure by adjusting and upgrading it after the need has arisen. Today's IT managers are expected to support the success of the entire business by planning ahead and pro- actively shaping the IT environment of the business. Since ITIL is devised by leading industry practitioners, you can rest assured that you are implementing proven best-of- breed procedures.
  • The Service Management disciplines at the center of the IT Infrastructure Library fall into two distinct groups: Service Delivery Service Support Service Desk Service Level Management The Service Desk function is the face This aims to ensure a satisfactory of IT to its users. Service Desk staff quality of IT service provision by logs resolve or escalate and close all setting realistic and agreed targets incidents. between Incident Management provider and customer. Incident Management records, Financial Management of IT classifies, tracks and closes all Services incidents in a controlled and Also known as Cost Management, consistent manner. this process provides essential Problem Management management information on IT The identification, investigation and asset and service costs. classification of problems are a key Capacity Management role in IT Service Management. This process aims at aligning IT Asset and Configuration service level provision to the current Management and future business needs. It records, audits and tracks all Availability Management configuration items in the IT Availability Management ensures infrastructure and their relationships that all IT systems and services are from purchase to obsolescence. functioning as required and that Change Management availability is sustained in a reliable The role of Change Management is and cost-effective way to provide a consistent approach IT Service Continuity To evaluating and implementing any Management change to the IT infrastructure. This process ensures that major Release Management failures of technical equipment or Release Management offers a facilities associated with IT Service systematic framework for large or provision are managed efficiently critical hardware rollouts, major software rollouts.
  • Omnicare Enterprise IT Management Services (ITMS) Omnicare ITMS suite of Services is built upon the ITIL platform to offer various benefits to the customer, while planning the service requirements of the customer. The business benefits arising out of ITMS services are an outcome of systematic implementation of the ITIL framework, objectified documentation and trained professionals, supported by well defined customer relationship management. Key Features of Omnicare ITMS o ITIL framework based service management approach o Disaster Recovery & IT Security Management as integral offerings o 24 x 7 x 365 Support with 6 Hrs resolution commitments for critical infrastructure o Periodic audits for continual improvements (ITMS) o Processes automation through built-in CRM software tool o Modular and flexible SLAs o Superior Vendor Control through SLA Management o Efficient Reporting & Review Mechanism Advantages of Omnicare ITMS o High Availability of Critical infrastructure o Contingency Management to combat IT Disasters o Lower Cost of Management (TCM) o Proactive Service Planning o Uniform Performances of IT infrastructure o Higher User satisfaction through Continual improvement in IT Services Key Benefits o Total Ownership of the Business Function availability o End-to-end IT Service Management o Built-in Consulting on Disaster Recovery and Information Security o Rapid Resolution through Technical Help desk o Database Availability through Application & Database Management o Critical server support with 24 x7 response and 6 Hrs resolution to help desk? o Structured Escalation Matrix for effective communication o Knowledge Management through incident recording o Higher accountability through Process-based IT management approach o Continual improvement in services through Plan-Do-Check-Act (PDCA) methodology
  • Service Delivery Model The service delivery model of Omnicare ITMS is divided into three sets of executives. The placement of all the executives is strategic in nature to assure well-defined service results. Program Manager The Program Manager shall lead the entire team and would be responsible for total service management program. As a part of the front-end responsibilities, Program Manager will be responsible for Service Management functions Helpdesk The Helpdesk ensures total coordination with customers, service delivery channels & vendors and manages the service desk. Timely service reporting is the most essential aspect of the Helpdesk operations. Support Engineers team of support engineers executes the entire Service delivery. The team may be further divided into different technology groups, based on specific needs of user groups. Program Manager Support Engineers Service Level Management Help Desk Problem Asset Management Capacity Management Movement Data Center Change Management Service Desk Management Configuration Management Management Patch Vendor Management Availability Management Management Application & Service Continuity DBA Support Management Report Management
  • Omnicare ITMS Service Matrix Service Delivery Process List of deliverables of services actually delivered at different users under specified conditions Service Management Processes The strategic planning of the service deliveries and contingency management for better continuity of services at all time Service Delivery Processes • User Incident Management for rapid resolution Help Desk • Vendor / User Coordination • Incident escalation (Impact / Management / Vendor based) Support • Change request coordination (Asset, Technical, Resource) Predefined Service Reporting • User Desktop Support - Desktop & Peripheral Hardware management - Operating system, Middleware (Mail, Virus) support Technical Support • Technical Escalation resolution, • Problem Knowledge updating for future rapid resolution Policy based, customized & planned deployment of new IT Assets • Wan link Support & Monitoring • Application based Bandwidth Throttling (Tool based) • Scheduled Network Performance tuning & Monitoring Network Support • Proactive failure & performance degradation management Alerts on timely upgradation Vendor • Incident escalation on warranty / AMC support • SLA fixation as per predefined Availability requirement Management Performance evaluation and service reporting • Automated Configuration Item (Asset) management Configuration • Approved Asset Movement Item (CI) • Software Licensing Management • Asset Contract Management Impact analysis on CI through change management process • Servers uptime, performance management • Web Servers performance Monitoring Data Center • Strategic Backup planning and management Support • Data Vaulting Periodic data restoration drill • Network / Desktop Operating System • Middleware like Mail Messaging, Groupware, Virus Protection, Software Support NMS support. Software Patch Management
  • Service Management Processes • Hardware, Network, Middleware, Application Performance Capacity Planning Monitoring • Planned Hardware and technology upgrade Disk space monitoring Availability • Defined Business Function Availability Planning / Monitoring Planning Critical Server support for 24x7x365 (6 Hrs Resolution) Disaster Recovery • Disaster Recovery Plan Review & Maintenance Scheduled DR Drills Management Security • Security Policy Review and Maintenance • Firewall, IDS, Content filter, PKI Support Management Malicious code Protection support (Virus & Spam control) • IT Process & Policies Audit (As per ISO 9000 standards) IT Audits • DR Audit • Security Audit Network Performance Audits Custom • Front End User support Application • Ready to use built-in-tools management for users Liasioning with ISV for the application debugging support Support
  • Service Network North New Delhi, Chandigarh, Ludhiana, Amritsar, Gurgaon, Karnal, Agra, Jalandhar, Lucknow, Varanasi, Chhatisgarh, Jamshedpur, Aligarh, Kanpur, Jhansi, Allahabad, Jaipur, Jodhpur, Kota, Ajmer, Bhopal, Jabalpur, Indore, Raipur, West Rajkot, Ahmedabad, Bhavnagar, Surat, Jamnagar, Porbandar, Nadiad Bharuch, Vadodra, Gandhidham, Bhuj, Kutch, Diu, Daman, Veraval, Bhusawal, Aurangabad, Kolhapur, Solapur, Nanded, Nagpur, Jalgaon Chandrapur, Akola, Pune, Nashik, Goa South Secunderabad, Vijaywada, Hyderabad Belgaum, Hubli, Gulbarga, Mangalore, Chennai, Trichy, Coimbatore, Salem, Palayamkottai Cochin, Trichur, Trivendrum , Madurai East Kolkatta Guwahati, Cuttack Patna, Jammu Bhubaneshwar, Ranchi
  • Built-in Tools for Omnicare ITMS Operations Services Tools Service Delivery Service Management OmniManage IT Scheduled Activities Network Management Web Server Solar Winds & Unicenter Monitoring TNG WAN link Monitoring
  • Packages based on Service Level Requirements SLA Silver Gold Platinum Response time 15 min 10 Min 5 Min Resolution 6 Hrs 4 Hrs 3 Hrs Uptime 95% 98% 99% Rapid Resolution 10 Min 5 Min 2 Min Response Service Window 9x6 12x6 24x7x365 Process Audits quarterly bimonthly Monthly Network Audits Half Yearly Quarterly Bimonthly Security Audits Yearly Half yearly Quarterly DRM Audits Yearly Half Yearly Quarterly Service Review Six Monthly Quarterly Bimonthly Spares Support 5 % of AMC 10% of AMC All the critical Spares
  • NATIONWIDE NETWORK, GLOBAL PRESENCE. Omnitech InfoSolutions Ltd. Corporate Office : Omnitech House, Tel : +91-22-4095 6666 A13, Cross Road No. 5, Fax : +91-22-4095 6565 Kondivita Road, E-mail : software@omnitechindia.com Marol MIDC, Andheri (E), www.omnitechindia.com Mumbai - 400 093, India.