This is an overview of "VISIBLE OPS HANDBOOK: Implementing ITIL in 4 Practical and Auditable Steps" written by Kevin Behr, Gene Kim, and George Stafford.

1. 1

2. Are you constantly thinking about how
to improve efficiency and effectivity
your IT operational using Information
Technology Infrastructure Library (ITIL)?
2
Are you an IT Practitioners?

3. 3
Are you have difficulty on how and
where to start using ITIL in your
organization?

4. If you’ve answered
“yes” to any of these
questions, welcome
to the club!
4

5. This is an overview of this book
Written by
This book published by ITPI
Enjoy this overview and buy the book by click this
5

6. Table of Content
Introduction
6
Phase One: “Stabilize The Patient”
And “Modify First Response”
Phase Two: “Catch & Release” And
“Find Fragile Artifacts” Projects
Phase Three: Create A Repeatable
Build Library
Phase Four: Continual
Improvement
Evaluation

7. Introduction
7

8. Visible Ops
Key point of Visible Ops:
•
•
•
8Introduction

9. Key Characteristics of Visible Ops
• Definitive Projects
• Ordered
• Catalytic
• Auditable
• Sustaining
9Introduction

10. High Performers Organization Process
Based on observation, all the high performers organization had in common:
1. Release Process.
2. Control Processes.
3. Resolution Processes.
10Introduction

11. Introduction
High Performers Organization Process
11

12. Introduction
Mapping to the ITIL Process
12

13. 13
Phase One:
“Stabilize The Patient” And
“Modify First Response”

14. Goal
14Phase One: “Stabilize The Patient” And “Modify First Response”

15. Solution
15Phase One: “Stabilize The Patient” And “Modify First Response”

16. Benefit
•
•
•
•
16Phase One: “Stabilize The Patient” And “Modify First Response”

17. ITSM Process
ITSM Process Description
17Phase One: “Stabilize The Patient” And “Modify First Response”

18. Key Activities
Key Activities Input Output
18Phase One: “Stabilize The Patient” And “Modify First Response”

19. Key Activities
Key Activities Change Advisory Board IT Audit
19Phase One: “Stabilize The Patient” And “Modify First Response”

20. Tools
20Phase One: “Stabilize The Patient” And “Modify First Response”

21. Tools (cont.)
21Phase One: “Stabilize The Patient” And “Modify First Response”

22. Tools (cont.)
22Phase One: “Stabilize The Patient” And “Modify First Response”

23. Advantages and Disadvantages
23
Advantages Disadvantages
Phase One: “Stabilize The Patient” And “Modify First Response”

24. 24
Phase Two:
“Catch & Release” And “Find
Fragile Artifacts” Projects

25. Goal
25Phase Two: “Catch & Release” And “Find Fragile Artifacts” Projects

26. Solution
26Phase Two: “Catch & Release” And “Find Fragile Artifacts” Projects

27. Benefit
•
•
•
27Phase Two: “Catch & Release” And “Find Fragile Artifacts” Projects

28. Benefit (cont.)
•
•
•
•
28Phase Two: “Catch & Release” And “Find Fragile Artifacts” Projects

29. ITSM Process
ITSM Process Description
29Phase Two: “Catch & Release” And “Find Fragile Artifacts” Projects

30. Key Activities
Key Activities Input Output
30Phase Two: “Catch & Release” And “Find Fragile Artifacts” Projects

31. Key Activities
Key
Activities
Continual
Improvement
Process Owner
Continual
Improvement
Process
Manager
IT Audit Change
Advisory Board
31Phase Two: “Catch & Release” And “Find Fragile Artifacts” Projects

32. Tools
32Phase Two: “Catch & Release” And “Find Fragile Artifacts” Projects

33. Tools (cont.)
33Phase Two: “Catch & Release” And “Find Fragile Artifacts” Projects

34. Advantages and Disadvantages
34
Advantages Disadvantages
Phase Two: “Catch & Release” And “Find Fragile Artifacts” Projects

35. 35
Phase Three:
Create A Repeatable Build
Library

36. Objective
•
•
•
36Phase Three: Create A Repeatable Build Library

37. Create A Release Management Team
Role:
37Phase Three: Create A Repeatable Build Library

38. Create A Repeatable Build Process
•
•
•
38Phase Three: Create A Repeatable Build Library

39. Create A Repeatable Build Process (Cont.)
•
•
•
•
39Phase Three: Create A Repeatable Build Library

40. Defenitive Software Library Process
Goal:
Process:
•
•
40Phase Three: Create A Repeatable Build Library

41. Generate The DSL Approval Process
•
•
•
•
•
41Phase Three: Create A Repeatable Build Library

42. Place Repeatable Builds Into The DSL
•
•
•
42Phase Three: Create A Repeatable Build Library

43. Create An Acceptance Process Contract
Goal:
Critical questions on process contract:
•
•
•
43Phase Three: Create A Repeatable Build Library

44. Moving From Production Acceptance To
Deployment
Goal:
Steps:
•
•
•
•
44Phase Three: Create A Repeatable Build Library

45. Define Production Plan For Patching
And Release Refresh
Goal:
Consider evaluation questions:
•
•
•
45Phase Three: Create A Repeatable Build Library

46. Close The Loop Between Production
And Pre-Production
Goal:
Best practices:
46Phase Three: Create A Repeatable Build Library

47. Benefit from this phase
•
•
•
•
•
•
47Phase Three: Create A Repeatable Build Library

48. Benefit from this phase (cont.)
•
•
•
48Phase Three: Create A Repeatable Build Library

49. What You Have Built And What You Will
Likely Hear
KAREN FRAGALE, DATA CENTER MANAGER
49
“ “
Phase Three: Create A Repeatable Build Library

50. 50
Phase Four:
Continual Improvement

51. Goal
Using metrics to get :
•
•
•
•
Phase Four: Continual Improvement 51

52. Goal (cont.)
•
•
•
•
Phase Four: Continual Improvement 52

53. Benefit
•
•
•
Phase Four: Continual Improvement 53

54. Solution
•
•
•
Phase Four: Continual Improvement 54

55. ITSM Process
ITSM Process Description
Phase Four: Continual Improvement 55

56. Key Activities
Key Activities Input Output
Phase Four: Continual Improvement 56

57. Key Actor – RACI Model
Key Activities Continual
Improvement
Process
Owner
Continual
Improvement
Process
Manager
IT Audit Change
Advisory
Board
Phase Four: Continual Improvement 57

58. Release Control Resolution
Dimension Better Dimension Better Dimension Better
Tools : Metrics
Phase Four: Continual Improvement 58

59. Release Control Resolution
Dimension Better Dimension Better Dimension Better
Tools : Metrics (cont.)
Phase Four: Continual Improvement 59

60. Advantages and Disadvantages
Advantages Disadvantages
Phase Four: Continual Improvement 60

61. 61
Evaluation

62. Advantage Visible Ops
•
•
•
62Evaluation

63. Disadvantage Visible Ops
•
•
•
63Evaluation

64. 64
Dimas Ramadhani
@masramadhani
Edho Armadho
@edho_armando
Yoki Ardzian
@yokiardzian
Rizaldy Syahputra
@zaldysyah