Beginners Guide to ITIL - help or hindrance? Dennis Adams 4th October 2006 Dennis Adams a s s o c i a t e s Management and Infrastructure SIG Meeting Can it help me? What are the pitfalls?
Why we are doing this … (Target Audience)
Confused by what ITIL is?
Heard the buzz-words, but not sure of the substance?
Scared by the prospect of being inundated with too much processes, so that your teams are unable to get any work done?
These are all typical reactions from technical leaders and managers when faced with the ITIL “hype”.
The purpose of this presentation is to introduce what ITIL is really about, and take away the mystery.
Explain and Justify PROCESS to TECHNICAL Audience.
“ ITIL for Dummies” ?
Topics to Cover
What is ITIL ?
What do we mean by a “Process Approach” to the world as a different way of looking at how we work together ?
What are the main Processes within ITIL ?
What some of the main Processes look like in more Detail
The importance of the Configuration Management Database (CMDB)
Conclusions: Don’t “Implement ITIL?” (!?)
Time for Questions…
The ITIL definition of IT “Service” - is this helpful ?? “ An integrated composite that consists of a number of components such as management processes, hardware, software, facilities and people that provides a capability to satisfy a stated management need or objective.” Dictionary of IT Service Management
Think of MANAGING IT as PROVIDING a SERVICE £ IT SERVICE SERVICE DELIVERY SERVICE SUPPORT BUSINESS Align IT services with the needs of the Business Improve the Quality of the Service Reduce the long-term costs
Think in terms of PROCESSES rather than SKILLS Functional Organization Process Approach Using a Process Approach, we no longer think in terms of individual technical teams “doing their own thing”. Rather we think in terms of the overall goal which should be directed to the main goals of the organization .
A Library of Processes books outlining “good practice” for managing IT Infrastructure.
A set of ready-made “how to” references.
ITIL IS A NON-PRESCRIPTIVE REFERENCE
ITIL® is a Registered Trade Mark, and a Registered Community Trade Mark of the Office of Government Commerce, and is Registered in the U.S. Patent and Trademark Office
ITIL revision 3 is currently being written.
A British Standard (BS 15000) certification (BS 25000 to come).
Linked to ISO 9000 Quality Certification.
An Analogy: Remember Development Methodologies? Paralysis of Analysis ? Waterfall Development Hobby craft developer Prototype and User Design Quick and Dirty Structured Design Method Anarchy ? JFDI ? Development Methodologies define Ways of Working to ensure that we do things in a Repeatable, Professional manner.
PRINCE 2 (Projects) ITIL (Infrastructure) Initiate Design Deploy Service Desk / Help Desk Identify root-cause of Problems Infrastructures Changes New Application Releases Document the Configuration Resolve Customer Incidents Build Test DEVELOPMENT PRODUCTION
The ITIL Library of Process Books Application Management The Business Perspective Planning to Implement Service Management Supplementary Volumes Main Volumes “ CORE ITIL” Key: ICT Infrastructure Management Security Management Service Delivery Service Support
The Core ITIL Books: IT Service Management
IT Service Continuity Management.
Service Level Management
IT Financial Management
Service Support Service Delivery User Support Control Processes
EXAMPLE: Process to manage CHANGE Impact Analysis Assess Priority Log RFC Categorize Approval Change Scheduling Testing Plans Inform Users Change Review Request for Change
EXAMPLE: What is CAPACITY PLANNING ?
BUSINESS CAPACITY MANAGEMENT
Future Service requirements from the Business
Future Capacity from the Business
Resource Requirements in future.
SERVICE CAPACITY MANAGEMENT
What are the existing requirements?
Are we meeting SLAs?
How well are we utilising existing resources today?
RESOURCE CAPACITY MANAGEMENT
How well are we using existing technology?
Are we using each component appropriately?
What future technologies could be better?
EXAMPLE: The activities in CAPACITY PLANNING Business Strategy Business Planning IT Strategy IT Business Plan Service Level Exceptions Resource Utilisation Exceptions Monitoring Service Level Thresholds Resource Utilisation Analysis Tuning Ensuring we can meet our SLAs Implementation
Some Best Practices in the ITIL Library
How to get the best benefit from a SERVICE DESK
Single point of contact, Monitoring and escalation on behalf of customers.
ITIL emphasises that IT should be seen as a service to the business.
ITIL could be (part of) a Quality Management strategy to improve the quality of the IT Service for the business.
Introducing clear processes should enable the company to grow and/or bring on more staff more easily.
Being based on a “best practice” approach means that you do not have to reinvent the wheel.
Cost reduction - Standardising “how you do things” can simplify and reduce costs.
Professionalism / Clear points of contact with external organisations and stakeholders.
The BEST WAY to Implement ITIL Service Management? Incident Problem Change Release Configuration Service Desk Configuration Management Database (CMDB)
… or MORE LIKE THIS ? Incident Problem Change Release Configuration Service Desk Configuration Management Database (CMDB)
.. Just Some parts of a theoretical CMDB HARDWARE Specification Location Owner Financials Software SOFTWARE Licenses Versions APPLICATIONS Users Hardware USERS Applications Contracts Incidents INCIDENTS Applications Hardware Resolutions KNOWN ERRORS Incidents PROBLEMS Incidents Resolutions CHANGES Applications Users Equipment O/S Equipment INFRASTRUCTURE SOFTWARE e.g. Oracle RELEASES Applications NETWORK Linkages Dependancies SLA Applications Users Contracts DEFINITIVE SOFTWARE LIBRARY SERVICES Applications DEFINITIVE HARDWARE STORE B C P DOCS AVAILABILITY STATISTICS
Case Study: Understanding Applications and Machines Data Collection Processes Hardware in Data Centre New Equipment Purchasing Objective: Impact Analysis of Applications <=> Machines Applications on machines Change Control: Usage of Machine Application Listing Release Management: Applications Server Naming Configuration Management: Naming Conventions
Pitfalls and Warnings
“ Organisations should not be over ambitious when implementing Service Management ” (IT Service Management “Little ITIL”).
DON’T “IMPLEMENT ITIL”
ITIL is a Framework of Best Practices, not a Prescriptive Manual
Use what is useful, when and where it is useful.
Remember that any IT Process will only work if the participants have the right data in the right place at the right time.
Configuration Management Database (CMDB)
Remember that the objective is to document and implement repeatable processes in order to make the organisation more efficient and/or more responsive to customers.
ITIL should never been seen as an end in itself.
See ITIL processes as a way of standardising what is already done / should be already done.
Everyone should benefit from simplified and clearer ways of doing things.
Consider the ITIL Foundation Exam
For most IT Infrastructure Professionals, it is “common sense”
Looks good on the CV
Gives you a common “vocabulary” for discussing how things are done
Emphasises “customer focus” and “process”
40 questions multiple-choice, pass mark is 25.
Keep asking “what is the business benefit ?”
Further Useful Information
OGC Home Page for ITIL: http://www.itil.co.uk
TSO (The Stationery Office): http://www.tso.co.uk http://www.get-best-practice.co.uk/itilProducts.aspx
IT Service Management Forum (itSMF): http://www.itsmf.com
Dennis Adams Associates: http://www.dennisadams.net
Is ITIL a panacea for all IT Infrastructure Management challenges?
It never claims to be !
It is a set of good practice processes to be used as a “toolkit”
ITIL itself speaks about:
Process / Product / People.
Implement ITIL as part of a Strategic Cultural change in the organisation, which should include:
Metrics, Operational Tools, Processes, Standards.
Can you implement “parts” of ITIL and ignore the rest?
Remember that to make processes succeed you need appropriate data.
More Questions ? Dennis Adams a s s o c i a t e s
Beginners Guide to ITIL - help or hindrance? Dennis Adams 4th October 2006 Dennis Adams a s s o c i a t e s Management and Infrastructure SIG Meeting Can it help me? What are the pitfalls? http://www.dennisadams.net