1. The ITIL Service Management Lifecycle
January 18, 2013
Presented by
Jim Wright
Independent Training Consultant
IT Service Management – ITIL Overview 1

2. What Is ITIL?
 ITIL is an integrated best practice for the Service
Lifecycle Management of IT enabled services
 The de-facto standard in IT Service Management
 A framework developed by the United Kingdom’s
‘Cabinet Office’ captured in a series of books
<Overview> 2

3. ITIL Origins & Evolution
 Late 1980s:
 UK government project started
 Cabinet Office involved in development plus practitioner
and consulting organizations
 Organizations outside of government became interested
 Version 1 (V1) books published
 Early 1990s:
 V1 library completed
 Late 1990s:
 Generally accepted as the de-facto standard for IT
Service Management worldwide
 Introduced ITIL to North America (1997)
 Version 2 (V2) revision of ITIL books initiated
<Overview> 3

4. ITIL Origins & Evolution
 2000-2007:
 V2 books introduced – process based
 ITIL based international standard ISO 20000
 Influence of Sarbanes-Oxley and other
legislation
 ITSM vendor community support of ITIL and
introduction of integrated tools
 The beginnings of broad adoption of ITIL
globally
 Early Industry Adopters
 Financial Government Utilities Medical
 2005:
 Work on Version 3 (V3) is begun
<Overview> 4

5. Organizations Involved
 ITIL V3 Refresh project team 2005 to 2007
 APM Group awarded Certification Scheme
 TSO Publisher
 Examination Institutes (EI) all use common V3 Exams
 Authorized Training Organizations (ATOs)
 ITIL 2011 - Update
<Overview> 5

6. ITIL V3 Library
Service Service Design Service Service Operation Continual
Strategy Transition Service
Improvement
The Official
Introduction To The
ITIL® Service Lifecycle
+ Complementary Guidance
<Overview> 6

7. The Service Lifecycle
© Crown copyright 2011. Reproduced under license from the Cabinet Office.
<Overview> 7

8. Why Are Companies Adopting ITIL?
 Deliver value for customers through services
 Integrate business and service strategies
 Monitor, measure, and optimize service
provider performance
 Manage the IT investment and budget
 Manage risk
 Manage knowledge
 Change organizational culture
 Improve the relationship with customers
 Optimize and reduce costs
<Overview> 8

9. ITIL Focus - Key Concepts
 Service and Service Management

A means of delivering value by facilitating
outcomes the customer wants achieve

A set of organizational capabilities providing
value to customers in the form of services
 Processes
 A structured sets of activities designed to
accomplish specific objectives
 Functions

Teams or self-contained groups of people using
skills and tools to perform activities and tasks
<Overview> 9

10. Types of IT Services
© Crown copyright 2011. Reproduced under license from the Cabinet Office.
<Overview> 10

11. The Value of a Service
Utility (Performance): Functionality offered by a service to
meet a particular need or achieve a particular outcome
Warranty (Reliability): Assurance that a service will meet its
agreed requirements
© Crown copyright 2011. Reproduced under license from the Cabinet Office.
<Overview> 11

12. Service and Customer Assets
 Types of assets:
 Resources
 Capabilities
 Customer assets
 Service assets
© Crown copyright 2011. Reproduced under license from the Cabinet Office.
<Overview> 12

13. Service Assets
 Resources
 Tangible assets: financial capital, infrastructure,
applications, information and people (number of
people)
 Capabilities

Intangible assets: management, organization,
processes, knowledge, and people (skills and
experiences)
<Overview> 13

14. Process Models
© Crown copyright 2011. Reproduced under license from the Cabinet Office.
<Overview> 14

15. Functions
© Crown copyright 2011.
Reproduced under license from the Cabinet Office.
<Overview> 15

16. Generic Roles in Service Management
Process roles—apply to each process:
► Process owner
► Process manager
► Process practitioner
Service roles—apply to each service:
► Service owner
<Overview> 16

17. ITIL® Core Service Lifecycle
Service Strategy:
Model and plan services that
have utility and warranty
ITIL
Information Technology
Infrastructure Library
<Overview> 17

18. ITIL® Core Service Lifecycle
Service Design:
Design high quality, cost
effective, consistent services
ITIL
Information Technology
Infrastructure Library
<Overview> 18

19. ITIL® Core Service Lifecycle
Service Transition:
Transition new and changed
services into operations
ITIL
Information Technology
Infrastructure Library
<Overview> 19

20. ITIL® Core Service Lifecycle
Service Operation:
Achieve effectiveness and
efficiency in the delivery of
services
ITIL
Information Technology
Infrastructure Library
<Overview> 20

21. ITIL® Core Service Lifecycle
Continual Service Improvement:
Continue to create and improve
value through improvements and
enhancements
ITIL
Information Technology
Infrastructure Library
<Overview> 21

22. Service Strategy
How to design, develop, and
implement service management as
a strategic asset
<Overview> 22

23. Service Strategy Lifecycle Stage
Inputs: Feedback
and requirements
for strategies and
plans
Outputs:
Vision, mission,
goals, objectives,
policies, service
charters
© Crown copyright 2011. Reproduced under license from the Cabinet Office.
<Overview> 23

24. Lifecycle Processes
SERVICE STRATEGY
• Business Relationship
Management
• Service Strategy Generation
• Service Portfolio Management
• Financial Management
• Demand Management
<Overview> 24

25. Service Strategy Processes
 Business Relationship Management

Establish & maintain relationship between
Service Provider & Customer

Identify Customer needs & ensure Service
Provider can meet those needs over time
 Strategy Generation
 Define the market, develop the offerings, develop
the strategic assets and prepare for execution
<Overview> 25

26. Service Strategy Processes
 Service Portfolio Management

Ensure clear definition of services linked to
Business outcomes

Ensure Service Provider offers right mix of
services
 Track investment in services throughout service
lifecycle to ensure desired returns
 Financial Management

Secure appropriate funding to design, develop,
and deliver services that meet the strategy of the
organization, while balancing cost & value
<Overview> 26

27. Service Strategy Processes
 Demand Management

To understand, anticipate & influence customer
demand for services & to work with capacity
management to ensure the service provider has
capacity to meet this demand
<Overview> 27

28. Service Design
Design and development of new or
changed services and service
management processes.
<Overview> 28

29. Service Design Lifecycle Stage
Inputs: Vision,
mission, goals,
objectives,
policies
Major output:
SDP (service
design package)
© Crown copyright 2011. Reproduced under license from the Cabinet Office.
<Overview> 29

30. Lifecycle Processes
SERVICE STRATEGY SERVICE DESIGN
• Business Relationship • Design Coordination
Management • Service Catalog Management
• Service Strategy Generation • Service Level Management
• Service Portfolio Management • Supplier Management
• Financial Management • Capacity Management
• Demand Management • Availability Management
• IT Service Continuity
Management
• Information Security
Management
<Overview> 30

31. Service Design Processes
 Design Coordination

To provide a single point of coordination and
control for the processes and activities within
service design to produce quality SDPs as
agreed
 Service Catalog Management
 To provide a single source of consistent
information on all of the agreed services, and
ensure that it is widely available to those who are
approved to access it
<Overview> 31

32. Service Design Processes
 Service Level Management

To ensure all current and planned IT services are
delivered to agreed targets and to establish a
constant cycle of negotiating, agreeing,
monitoring, reporting, and reviewing service level
performance
 Agreements
 Service Level Agreements (SLAs)
• Between IT Service Provider & Business/Customer
 Operational Level Agreements (OLAs)
• Between Internal support groups & various parts of IT
<Overview> 32

33. Service Design Processes
 Supplier Management

To obtain value for money from suppliers and to
ensure that suppliers perform to the targets,
terms & conditions contained within their
contracts
 Agreements
 Underpinning Contracts (UCs)
• Between External Suppliers & IT Service Provider
• Legally binding
<Overview> 33

34. Service Design Processes
 Capacity Management

To ensure that the level of capacity delivered
matches the agreed capacity needs of
the business
 Availability Management
 To ensure that the level of availability delivered
matches the agreed availability needs of
the business
<Overview> 34

35. Service Design Processes
 IT Service Continuity Management

To ensure that the service provider can deliver
minimum agreed business continuity-related
service levels
 IT Security Management
 To align IT security with business security and
ensure confidentiality, integrity, and availability of
assets, information, data, and IT services
<Overview> 35

36. Service Transition
Guidance for the development and
improvement of capabilities
necessary to transition new and/or
changed services into operations
<Overview> 36

37. Service Transition Lifecycle Stage
Major inputs:
SDP (service
design package),
RFCs (requests
for change)
Major outputs:
New or changed
services, early
life support
© Crown copyright 2011. Reproduced under license from the Cabinet Office.
<Overview> 37

38. Lifecycle Processes
SERVICE STRATEGY SERVICE DESIGN
• Business Relationship • Design Coordination
Management • Service Catalog Management
• Service Strategy Generation • Service Level Management
• Service Portfolio Management • Supplier Management
• Financial Management • Capacity Management
• Demand Management • Availability Management
• IT Service Continuity
Management
• Information Security
Management
SERVICE TRANSITION
• Transition Planning and
Support
• Change Management
• Service Asset & Configuration
Management
• Release & Deployment
Management
• Service Validation & Testing
• Change Evaluation
• Knowledge Management
<Overview> 38

39. Service Transition Processes
 Transition Planning and Support

To provide overall planning for service transitions

To coordinate resources that service transitions
require
 Change Management
 To ensure that authorized changes are
prioritized, planned, tested, implemented,
documented & reviewed in a controlled manner

To minimize the disruption to the environment &
therefore to services
<Overview> 39

40. Service Transition Processes
 Service Asset & Configuration Management (SACM)
 To ensure accurate & reliable information about
service assets exists & is available when needed
(CMDB & CMS)
 Release & Deployment Management

To plan, schedule & control the build, test &
deployment of releases
 Service Validation & Testing
 To provide objective evidence that the new or
changed service will support the customer’s
business & stakeholder requirements
<Overview> 40

41. Service Transition Processes
 Change Evaluation

to provide a consistent and standardized means
of determining the performance of a service
change
 Knowledge Management
 To ensure that the right information is delivered
to the appropriate place or competent person at
the right time to enable informed decisions
<Overview> 41

42. Service Operation
Guidance on achieving
effectiveness and efficiency in the
delivery and support of services.
Value is achieved for the
customer.
<Overview> 42

43. Service Operation Lifecycle Stage
Inputs from
transition: Deployed
releases, early life
support
Outputs to CSI:
Service performance
reports © Crown copyright 2011. Reproduced under license from the Cabinet Office.
<Overview> 43

44. Lifecycle Processes
SERVICE STRATEGY SERVICE DESIGN
• Business Relationship • Design Coordination
Management • Service Catalog Management
• Service Strategy Generation • Service Level Management
• Service Portfolio Management • Supplier Management
• Financial Management • Capacity Management
• Demand Management • Availability Management
• IT Service Continuity
Management
• Information Security
Management
SERVICE TRANSITION
• Transition Planning and
Support
SERVICE OPERATION • Change Management
• Event Management • Service Asset & Configuration
• Incident Management Management
• Request Fulfillment • Release & Deployment
• Problem Management Management
• Access Management • Service Validation & Testing
• Change Evaluation
• Knowledge Management
<Overview> 44

45. Service Operation Processes
 Event Management

Activities to detect events, make sense of them,
& determine appropriate response
 Incident Management
 To restore normal service as quickly as possible
& minimize adverse impact on business
 Request Fulfillment
 To manage the lifecycle of requests from users
<Overview> 45

46. Service Operation Processes
 Problem Management

To manage the lifecycle of all problems from
identification to removal & minimize the adverse
impact of incidents and problems
 Access Management
 To provide the right for users to use a service

To execute policies & actions defined in
Information Security Management
<Overview> 46

47. Functions
© Crown copyright 2011.
Reproduced under license from the Cabinet Office.
<Overview> 47

48. Service Desk Function
 Functional unit - dedicated staff
 SPOC for all users - day-to-day
 Communication point for users
 Coordination point for several IT functions & processes
 Handle incidents, service requests, general questions,
potentially some RFC categories
 Vitally important function—value should not be
underestimated:

Good service desk can compensate for deficiencies elsewhere.

Poor service desk can give bad impression of an otherwise
effective IT organization.

Staff needs to have the right mix of skills.
<Overview> 5-52

49. Objectives of the Service Desk
 Return service operation to normal state for users as quickly as
possible:
 Incidents
 Specific responsibilities:
 Logging incidents & service requests
 Providing first-line response & diagnosis
 Resolving incidents / requests at first contact when possible
 Escalating incidents / requests they cannot resolve within agreed
timeframes
 Keeping users informed of incident / request progress
 Closing all resolved incidents / requests
 Conducting customer / user satisfaction surveys
 Communicating with users
 Handling general inquiries
<Overview> 5-54

50. Justification of the Role of Service Desk
• Improved customer service and satisfaction levels
• Increased accessibility to information through SPOC
• Faster turnaround and quality of requests
• Improved teamwork and communication
• Reduced business impact of service disruptions
• Improved usage of IT support resources
• Increased productivity of users
• Better management of information
• Increased levels of support due to adequate staffing and skill levels at
first line
<Overview> 5-53

51. Continual Service Improvement
Sustains the creation and
maintenance of customer value
through better design,
introduction, and operation of
services
<Overview> 51

52. CSI Lifecycle Stage
Major inputs: Service
performance reports
Major output: SIPs
(service
improvement plans)
© Crown copyright 2011. Reproduced under license from the Cabinet Office.
<Overview> 52

53. 3 Types of CSI Metrics
 Technology metrics measure components
and applications:
 Server or system availability
 Application performance
 Process metrics measure the overall health of
a process:
 Quality
 Performance
 Value
 Compliance
 Service metrics measure the end-to-end
performance of the service:
 Service availability (end-to-end)
 Transaction response time
<Overview> 53

54. Lifecycle Processes
SERVICE STRATEGY SERVICE DESIGN
• Service Strategy • Design Coordination
• Service Portfolio • Service Catalog Management
Management • Service Level Management
• Financial Management • Supplier Management
• Demand Management • Capacity Management
• Availability Management
• IT Service Continuity
Management
• Information Security
Management
SERVICE TRANSITION
• Transition Planning and
Support
SERVICE OPERATION • Change Management
• Event Management • Service Asset & Configuration
• Incident Management Management
• Request Fulfillment • Release & Deployment
• Problem Management Management
• Access Management CONTINUAL SERVICE • Service Validation
IMPROVEMENT • Evaluation
• Seven Step Improvement • Knowledge Management
<Overview> 54

55. Continual Service Improvement
 Seven-Step Improvement Process

To define & manage the steps needed to identify,
define, gather, process, analyze, present &
implement improvements
 CSI Approach
 To provide questions to be answered from both a
business & IT perspective for Improvement
initiatives
<Overview> 55

56. Seven-Step Improvement Process
© Crown copyright 2011. Reproduced under license from the Cabinet Office.
<Overview> 56

57. CSI Approach
© Crown copyright 2011. Reproduced under license from the Cabinet Office.
<Overview> 57

58. Deming Cycle
© Crown copyright 2011. Reproduced under license from the Cabinet Office.
<Overview> 58

59. The Service Lifecycle - Integration
© Crown copyright 2011. Reproduced under license from the Cabinet Office.
<Overview> 59

60. Lessons Learned
 Top down support/middle management and process owner buy-in
 ITIL is not a panacea – a catalyst not a religion
 Don’t implement ITIL – develop and implement your own processes
 Organizational change – changing norms of behavior and values
(culture) / some won’t want to change, and will resist
 Target a limited set of readily achievable objectives
 Start where there are quick wins to be had – Incident Management,
Problem Management and Change Management (link to Release
and Deployment Management & SACM)
 Don’t stop at the Help Desk / Service Desk
 Multi-year initiative
 The need for tools – one or many/tool process and data integration
 Measurements – is progress being made?
 CMDB (top priority in most surveys) and service concepts are core
 Training IT and the business
 ITIL consultants – don’t let them do it for you
<Overview> 60