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Information Technology Infrastructure Library (ITIL)
A library of books describing best practices for IT Service Management (ITSM)
Not a “standard” – evolving industry best practices
Describes goals, activities, inputs & outputs of processes
Specific procedures vary from organization to organization
Worldwide de facto approach to IT management
Open approach – not tied to any vendor
ITIL ® is a registered trademark of the OGC (the UK Government's Office of Government Commerce) Service Support Service Delivery ICT Infrastructure Management Application Management Security Management Planning to Implement Service Management ITIL Software Asset Management ITIL
ITIL (®, the IT Infrastructure Library) is essentially a representation of best practice for IT service management. It comprises a series of books and information which provide guidance on the quality provision of IT services
What is ITIL ?
The ITIL Publications Framework Source: OGC The Business The Technology Planning to Implement Service Management IT Service Management The Business Perspective ICT Infrastructure Management (Information & Communication Technology) Applications Management Service Support Service Delivery Security Management
It receives input from the Service Support processes (incident, problem, change management) and provides information used by all Service Delivery processes .
The objective of the Service Level Management process
To manage and maintain the quality of IT services delivered to customers. The process also seeks to improve on the quality of service delivered to customers by reviewing the level of performance achieved by the IT Service Desk.
Service description – The service description details the key business functions and deliverables, and information to describe the service and its scale, impact, and priority for the business. It also includes signatory details.
Service hours – Service hours list the hours that customers can expect the service to be available.
Service availability – Service availability is all about the targeted levels the IT organization will deliver within the agreed-upon service hours.
Support levels – Support levels explain how to reach out to the service desk, the hours the service desk is open, and what the process is to receive help after hours.
Performance – The performance point provides the expected responsive of the IT service, such as workstation response times, details of expected service, and the threshold of unacceptable service.
Functionality – The functionality section specifically details how many errors of a specific category can be tolerated before calling a breach of service.
Charges – The charges component clearly revels any charging formulas or costs for the service.
Continuity – Continuity refers to continuity of operations planning with references to the disaster recovery plan, specifying how the service will be provided and estimated recovery time.
Security – Security lists the procedures and protocols surrounding security of IT services as well as the measures needed to assure that security.
Changes – The changes section list the organizational change management policies and procedures and how to properly follow these procedures.
Negotiation – The negotiating phase is where the IT service provide and customer collaborate to ascertain SMART service levels. SMART refers to Specific, Measurable, Agreed to, Realistic, and within a Time Frame. This collaboration is cyclical as both parties work to refine according to the customer’s needs.
Finalizing – In the Finalizing Phase, the Service Level Agreement is completed along with any other sustaining and supporting agreements.
Monitoring – In the monitoring phase, service quality is measured by the SLA’s defined service targets. Service targets refer to the agreed-upon levels of service. Any variances need to have an action plan of how to correct and resolve them before the business is adversely affected.
Reporting – In the reporting phase, Reports are generated that compare the agreed-upon service levels with baseline service levels. These reports are the basis for continual service improvement.
Reviewing – In the review phase, a comprehensive enterprise wide review of service quality is provided. Problems are brought into the light of the examinations and lessons from the problems and issues are shared and hopefully learned.
ITIL Service Strategy Principles The documented principles cover• Value Creation • Service Provider Types • Service Assets • Service Structures • Service Strategy FundamentalsApproximate ver2 process cross reference (caution): Financial Management.
The five core components of Service Level Management
Service Strategy deals with the strategic management approach in respect of IT Service Management; strategic analysis, planning, positioning, and implementation relating to service models, strategies, and strategic objectives.
Service Operation provides guidance on the management of a service through its day-to-day production life. It also provides guidance on supporting operations by means of new models and architectures such as shared services, utility computing, web services, and mobile commerce.
• Functions, Groups, Teams, Departments and Divisions • Providing Service • Achieving Balance in Service Operation • Operation Staff involvement in Design/Transition • Operational Health • Documentation • Communication
Approx (very) version 2 process cross reference (we urge caution): Incident Management, Problem Management, Service/Help Desk