How COMPUTERLAND service its customers thanks to ITIL methodology & practices.

1. ITILv3 Introduction and Overview
Technical Broadcast – septembre

2. Agenda for the Session
• What is ITIL?
• What about V3?
• Key Concepts
• Service Management & Delivery
• The Service Lifecycle
• The Five Stages of the lifecycle
• ITIL Roles
• Functions and Processes

3. What is ITIL?
ITIL
I nformation
Technology
I nfrastructure
L ibrary

4. What is ITIL?
• Systematic approach to high quality IT service delivery
• Documented best practice for IT Service Management
• Provides common language with well-defined terms
• Developed in 1980s by what is now The Office of
Government Commerce
• itSMF also involved in maintaining best practice
documentation in ITIL
- itSMF is global, independent, not-for-profit
- www.itsmf.be – www.itsmf.com

5. What about V3?
• V1 ITIL started in 80s.
– 40 publications!
• V2 came along in 2000-2002
– Still Large and complex
– 8 Books
– Talks about what you should do
• V3 in 2007
– Much simplified and rationalised to 5 books
– Much clearer guidance on how to provide service
– Easier, more modular accreditation paths
– Keeps tactical and operational guidance
– Gives more prominence to strategic ITIL guidance relevant to
senior staff
– Aligned with ISO20000 standard for service management

6. Evolution V1-> V2-> V3

7. Key Concepts
What means SERVICE for you?
In ITIL glossary:
Service :
A means of delivering value to Customers by facilitating
Outcomes
Customers want to achieve without the ownership of
specific Costs and Risks.
(Un moyen d'offrir une valeur aux clients en facilitant les
résultats que les clients veulent réaliser sans donner la propriété des
coûts et des risques spécifiques.)

8. Key Concepts
• IT Service (ITILv1): A set of related functions provided by IT systems in
support of one or more business areas, which in turn may be made up of
software, hardware and communications facilities, perceived by the customer
as a coherent and self-contained entity.
• IT Service (ITILv2): A set of related components provided in support of one
or more business processes. The service will comprise a range of
Configuration Item (CI) types but will be perceived by Customers and Users as
a self-contained, single, coherent entity.
• IT Service (ITILv3): A Service provided to one or more Customers, by an IT
Service Provider. An IT Service is based on the use of Information Technology
and supports the Customer's Business Process. An IT Service is made up from
a combination of People, Processes and technology and should be defined in
a Service Level Agreement.

9. Key Concepts
• SERVICE LEVEL
– Measured and reported achievement against one or more service level targets
– E.g.
• Red/Gold = 1 hour response 24/7
• Amber/Silver = 4 hour response 8/5
• Green/Bronze = Next business day
• SERVICE LEVEL AGREEMENT
– Written and negotiated agreement between Service Provider and Customer
documenting agreed service levels and costs

10. Key Concepts
• CONFIGURATION MANAGEMENT SYSTEM(CMS)
– Purpose : provide accurate and up-to-date information regarding how the
environment is configured
– What : Repository and interfaces for management of information concerning items
under configuration control (Configuration Items) in the environment
– How : stores records of CI in the CMDB
– Includes information about Incidents, Problems, Know Errors, Changes and
Releases
– May contain data about Employees, Suppliers, Locations, Business Units, Customers
and Users

11. Key Concepts
• CONFIGURATION MANAGEMENT DATABASE (CMDB)
– Tool for collecting, storing, managing, updating
and presenting data about all Configuration Item and their
relationships.
– Records hardware, software, documentation and anything else
important to IT provision
– The heart beating
• CONFIGURATION ITEM
- Each element contains in the CMDB

12. Key Concepts
• RELEASE and DEPLOY
ITIL Release Management's goal is to protect the live or production
environment services through use of formal procedures and checks.
Collection of hardware, software, documentation, processes or other
components required to implement one or more approved changes to
IT Services. The content of each Release are managed, tested and
deployed as a single entity.
• CHANGE
The addition, modification or removal of anything that could have an
effect on IT Services. The scope should include all IT Services,
Configuration Items, Documentation …

13. Key Concepts
• INCIDENT
– Unplanned interruption to an IT service or an unplanned reduction in its
quality
• WORK AROUND
– Reducing or eliminating the impact of an incident without resolving it
• PROBLEM
– Unknown underlying cause of one or more incidents

14. 4 Ps of Service Management
• People – skills, training, communication
• Processes – actions, activities, changes, goals
• Products – tools, monitor, measure, improve
• Partners – specialist suppliers

15. How the Lifecycle stages fit together

16. How the Lifecycle stages fit together

17. Service Strategy

18. Service Strategy
• What are we going to provide?
• Can we afford it?
• Can we provide enough of it?
• How do we gain competitive advantage?
• Perspective
– Vision, mission and strategic goals
• Position
• Plan
• Pattern
– Must fit organisational culture model

19. Assets
• Service Assets:
 Resources
– Things you buy or pay for
– IT Infrastructure, people, money
– Tangible Assets
 Capabilities
– Things you grow
– Ability to carry out an activity
– Intangible assets
– Transform resources into Services
• Strategic Assets:
 Physical assets
 Products
 Services
contained in a service lifecycle

20. Service Portfolio Management
• Prioritises and manages investments and resource allocation
• Proposed services are properly assessed
– Business Case
• Existing Services Assessed.
 Outcomes:
– Replace
– Rationalise
– Renew
– Retire

21. Financial Management
• Requires determination of :
 the actual cost of service;
 the price to charge for all services;
 reporting ongoing costs and cost recovery and
 integration with financial applications

22. Demand Management
• Ensures we don’t waste money with excess capacity
• Ensures we have enough capacity to meet demand at agreed
quality
• Patterns of Business Activity to be considered:
« Profil de charge de travail d’une ou de plusieurs activités
métier. Les schémas d’activité métier aident le fournisseur
de service informatique à comprendre et à planifier les
variations d’activités liées au métier. »

23. ROI
• Return on Investment
• Demonstrate value of new and existing services or service
improvements by providing ROI information

24. How the Lifecycle stages fit together

25. Service Design
• How are we going to provide it?
• How are we going to build it?
• How are we going to test it?
• How are we going to deploy it?

26. Service Catalogue
Business Process A Business Process B Business Process C
Business Service Catalogue
Service 1 Service 2 Service 3 Service 4 Service 5 Service 6
Technical Service Catalogue
Hardware Software Support Applications Databases Capability

27. Service Catalogue

28. Service Catalogue

29. Service Level Management
• Service Level Management can generally be described in four words:
“building and managing relationships.”
That is building relations with IT customers, building relationships between
functional groups within IT , and building relationships with the vendor
community who provide services to IT .

30. Service Level Management

31. Service Level Management
• Service Level Agreements
• Between Business and Service Provider
• Operational Level Agreements
• Internal
• Underpinning Contracts
• External Organisation
• Supplier Management
Can be an annex to a contract
Should be clear, fair and written in easy-to-understand, unambiguous language
• Success of SLM (KPIs)
How many services have SLAs?
How does the number of breaches of SLA change
over time?

32. Capacity Management
• Right Capacity, Right Time, Right Cost!
Balances Cost against Capacity so minimises costs while maintaining
quality of service.
3 types of Capacity:
 Business Capacity Management
– Ensuring future business requirements for IT services are planned, and current
service provision is business aligned
 Service Capacity Management
– Management of the performance of live, operational IT application services
 Component Capacity Management
– Management of the individual components of the IT infrastructure

33. Availability Management
• Services are available for use during expected timeframes as
specified in SLAs.
• Ensure that IT services matches or exceeds agreed targets.
• Optimize the capability of the IT infrastructure, services and supporting
organization to deliver a cost effective and sustained level of service
availability that meets business requirements.

34. Availability Management
• Serviceability – where a service is provided by a 3rd party organization,
this is the expected availability of a component.
• Reliability – the time for which a component can be expected to perform
under specific conditions without failure.
• Recoverability – the time it should take to restore a component back to its
operational state after a failure.
• Maintainability – the ease with which a component can be maintained,
which can be both remedial and preventative.
• Resilience – the ability to resist to failure.
• Security – the ability of components to resist to breaches of security.

35. IT Service Continuity Management – what?
IT Service Continuity Management is
• The Process responsible for managing risks that could seriously
impact IT Services. ITSCM ensures that the IT Service Provider can
always provide minimum agreed Service Levels, by reducing the Risk
to an acceptable level and Planning for the Recovery of IT Services.
• ITSCM should :
– be designed to support Business Continuity Management.
– ensures resumption of services within agreed timescale.
• Business Impact Analysis informs decisions about resources
– E.g. Stock Exchange can’t afford 5 minutes downtime but 2 hours
downtime probably wont badly affect a departmental accounts office
or a college bursary

36. Information Security Management
• Confidentiality
– Making sure only those authorised can see data
• Integrity
– Making sure the data is accurate and not corrupted
• Availability
– Making sure data is supplied when it is requested

37. How the Lifecycle stages fit together

38. Service Transition
• Service Transition involves the development of capabilities for
transitioning new and changed services into operations while ensuring
the requirements of Service Strategy, encoded in Service Design, are
effectively realized in Service Operations.
• Service Transition helps to control the risk of failure and disruption
while introducing new or changed services into production :
 Build
 Deployment
 Testing
 User acceptance
 In production

39. Good service transition
• Set customer expectations
• Enable release integration
• Reduce performance variation
• Document and reduce known errors
• Minimise risk
• Ensure proper use of services

40. Service Asset and Configuration
• Managing these properly is key
• Provides Logical Model of Infrastructure and
Accurate Configuration information
• Controls assets
• Minimised costs
• Enables proper change and release management
• Speeds incident and problem resolution

41. Configuration Management System
Service
Management
KB
Asset and
Configuration
Info
Change Data Release Data
Application
Data
Document
Definitive
Media Library
Configuration
Management
DB

42. Build the heart...
• A Baseline is a “last known good configuration”
• But the CMS will always be a “work in progress” and
probably always out of date. But still worth having
• Current configuration will always be the most recent
baseline plus any implemented approved changes

43. Change Management – or what we all get wrong!
• Respond to customers changing business requirements
• Respond to business and IT requests for change that will align the
services with the business needs
• Roles
– Change Manager
– Change Authority
• Change Advisory Board (CAB)
• Emergency CAB (ECAB)
“80% of service interruption is caused by operator error or poor
change control (Gartner)”

44. Change Types
• Normal
– Non-urgent, requires approval
• Standard
– Non-urgent, follows established path, no approval needed
• Emergency
– Requires approval but too urgent for normal procedure

45. Change Advisory Board
• Who must be present:
 Change Manager (VITAL)
 One or more of
– Customer/User
– User Manager
– Developer/Maintainer
– Expert/Consultant
– Contractor
• CAB considers the 7 Rs
 Who RAISED?,
 REASON,
 RETURN,
 RISKS,
 RESOURCES,
 RESPONSIBLE,
 RELATIONSHIPS to other changes

46. Release Management
• Release is a collection of authorised and tested changes
ready for deployment
• A rollout introduces a release into the live environment
• Full Release
– e.g. Office 2007
• Delta (partial) release
– e.g. Windows Update
• Package
– e.g. Windows Service Pack

47. Phased or Big Bang?
• Phased release is less painful but more work
• Deploy can be manual or automatic
• Automatic can be push or pull
• Release Manager will produce a release policy
• Release MUST be tested and NOT by the developer
or the change instigator

48. Validation, Testing and Evaluation
• Service Validation and Testing:
– Develop and implement a structured validation and test process that
provide objective evidence that new or changed services will support the
defined requirements and agreed service levels
• Evaluation:
– Provide a consistent and standardized process to determine the
performance of a service change as it relates to existing and proposed
services and the IT infrastructure

49. Knowledge management
• Vital to enabling the right information to be
provided at the right place and the right time to
the right person to enable informed decision
• Stops data being locked away with individuals
• Obvious organisational advantage

50. Data-Information-Knowledge-Wisdom
Data Information
- who, what , where?
Knowledge
- How?
Wisdom
- Why?
Wisdom cannot be assisted by technology – it only comes
with experience!
Service Knowledge Information Management System is
crucial to retaining this extremely valuable information

51. How the Lifecycle stages fit together

52. Service Operation
• Maintenance
• Management
• Realises Strategic Objectives and is where the Value is
seen

53. Service Operation Balances
A B
Proactive
Stability
Quality
External
Reactive
Responsiveness
Cost
Internal

54. Incident Management
• Deals with unplanned interruptions to IT Services or reductions in
their quality
• Failure of a configuration item that has not impacted a service is also
an incident (e.g. Disk in RAID failure)
• Reported by:
– Users
– Technical Staff
– Monitoring Tools

55. Event Management
• A change of state which has significance for the management of a
Configuration Item or IT Service.
• The term Event is also used to mean an Alert or Notification created
by any IT Service, Configuration Item or Monitoring tool.
• Events typically require IT Operations personnel to take actions, and
often lead to Incidents being logged.
• Need to make sense of events and have appropriate control actions
planned and documented.

56. Request Fulfilment
• The Process responsible for managing the lifecycle of all Service
Requests.
• Many of these service requests are actually:
– small changes,
– low risk,
– frequently occurring,
– low cost,
– …
• Should not be classed as Incidents or Changes
e.g.:
 Password resets
 Standard software installations
 Additions to distribution lists
 User provisioning
 User deletion

57. Problem Management
• The primary objective of this process is to prevent Incidents from
happening and to minimize the impact of incidents that cannot be
prevented.
– Minimises impact of unavoidable incidents
– Eliminates recurring incidents
• Proactive Problem Management
– Identifies areas of potential weakness
– Identifies workarounds
• Reactive Problem Management
– Indentifies underlying causes of incidents
– Identifies changes to prevent recurrence

58. Access Management
• Right things for right users at right time
• Concepts
 Access
 Identity (Authentication)
 Rights (Authorisation)
 Service Group
 Directory

59. Service Desk
• Local, Central or Virtual
• Single point of contact
• Skills for operators
 Customer Focus
 Articulate
 Interpersonal Skills (patient!)
 Understand Business
 Methodical/Analytical
 Technical knowledge
 Multi-lingual
• Service desk often seen as the bottom of the pile
 Bust most visible to customers so important to get right!

60. How the Lifecycle stages fit together

61. Continual Service Improvement
• Focus on Process owners and Service Owners
• Ensures that service management processes continue
to support the business
• Monitor and enhance Service Level Achievements
• Plan – do –check – act (Deming)

62. Service Measurement
"if it's not measured, it doesn't exist"
• Technology (components, MTBF etc)
• Process (KPIs - Critical Success Factors/CSF)
• Service (End-to end, e.g. Customer Satisfaction)
• Why?
 Validation – Soundness of decisions
 Direction – of future activities
 Justify – provide factual evidence
 Intervene – when changes or corrections are needed

63. 7 Steps to Improvement
What should
we measure?
What can we
measure?
Gather data
Corrective
action
Present and
use info
Analyse data Process data

64. ITIL Roles
• Process Owner
– Ensures Fit for Purpose
• Process Manager
– Monitors and Reports on Process
• Service Owner
– Accountable for Delivery
• Service Manager
– Responsible for initiation, transition and maintenance.
Lifecycle!

65. ITIL Roles

66. More Roles
• Business Relationship Manager
 A business relationship manager is the connection between the IT
department and the business units it services.
• Service Asset & Configuration
 Service Asset Manager
 Service Knowledge Manager
 Configuration Manager
 Configuration Analyst
 Configuration Librarian
 CMS tools administrator

67. Functions and Processes
• Process
– Structured set of activities designed to accomplish a defined objective
– Inputs & Outputs
– Measurable
• Function
– Team or group of people and tools they use to carry out one or more
processes or activities
– Own practices and knowledge body

68. The End of the story
• Training: ITIL foundation
• Game : Apollo 13
• Coaching : by our experts
• itSMF : bi-annual conference
• Some books

69. Questions

70. See you later soon!

71. Personal Details
Demierbe Marie France
mdm@computerland.be
+32 474 85 11 60
Function: Incident and Problem Manager