ITIL: Service Transition Improving IT Implementations and Creating Value for our Customers Jeff Locke HP Education Services
What does the following have in common? ITIL & “ the (Pirate) code is more what you'd call "guidelines" than actual rules” A best practice is a set of guidelines based on the best experiences of the most qualified and experienced professionals in a particular field.
ITIL Version 2 Service Level Management Capacity Management Availability Management Financial Management Service Continuity Management Incident Management Problem Management Service Desk Configuration Management Release Management Service Management Service Delivery Service Support Change Management
What is NOT changing?
Key concepts are preserved
No radical changes to v2 service support and service delivery processes
V2 Processes Incident Management Problem Management Configuration Management Change Management Release Management Service Desk Service Level Management Capacity Management Availability Management Financial Management IT Service Continuity Management
Process Comparison V2 Processes V3 Processes Incident Management Problem Management Configuration Management Change Management Release Management Service Desk Service Level Management Capacity Management Availability Management Financial Management IT Service Continuity Management Incident Management Problem Management Configuration Management Change Management Release Management Service Desk Service Level Management Capacity Management Availability Management Financial Management IT Service Continuity Management Incident Management Problem Management Configuration Management Change Management Release Management Service Desk Service Level Management Capacity Management Availability Management Financial Management IT Service Continuity Management
Process Comparison V3 Processes Continuous Service Improvement Processes Service Strategy Processes Service Design Processes Service Transition Processes Service Operation Processes
Access Management Operation Management Problem Management Request Fulfillment Incident Management Event Management Knowledge Management Service Validation and Testing Evaluation Release and Deployment Management Service Asset and Configuration Management Change Management Transition Planning and Support Supplier Management Information Security Management Service Continuity Management Availability Management Capacity Management Service Level Management Service Catalogue Management IT Financial Management Demand Management Service Portfolio Management Strategy Generation Service Improvement Service Reporting Service Measurement Continuous Service Improvement Processes Service Strategy Processes Service Design Processes Service Transition Processes Service Operation Processes
ITIL Version 3
ITIL Version 3 looks at the lifecycle of IT
ITIL v3 Books
The spoke of the IT Service Management wheel.
Provides the direction and vision for establishing IT services.
Useful for influencing organizational attitudes and culture towards the creation of value for customers.
The goal of service strategy:
“Superior performance versus competing alternatives.”
ITIL v3 Books
Responsible for the design of new or changed services going into a live environment.
Ensure designs are consistent, compatible and capable.
Metrics definition, selection and evaluation of measurement capabilities.
Evaluation and establishment of policies/procedures for new or changed services.
Key output of Service Design – Design solutions to meet the changing requirements of the business.
ITIL v3 Books
Plan and manage the capacity and resources required to package, build, test and deploy into production.
Provide a consistent and rigorous framework for evaluating risk.
Ensure that services can be managed, operated and supported as specified from Service Design.
Communication and documentation of information for decision making and deployments into production.
ITIL v3 Books
Coordinating and carrying out the activities and processes required to deliver and manage services at agreed levels.
Incident and Problem Management
Service Operation is where actual value is seen by customers/users of a service.
ITIL v3 Books
Continual Service Improvement
Align and realign IT services to changing business needs by identification and implementation of improvements.
Review, analyze and make recommendations for each stage of the service lifecycle (strategy, design, transition and operation).
Review service level achievements.
Establishing Service Improvement Plans (SIP) to improve service performance and to identify financial and customer benefits.
In a perfect world…
Prior to Service Transition…these things should have occurred:
Management is onboard.
Developing a Service Catalog – “What do you do already?”
Evaluation of the benefit/value customers receive from current services.
Determine Vital Business Functions (VBF) and conduct a Business Impact Analysis (BIA).
Document capacity, availability, security, continuity AND success requirements from the business and IT.
Development of a Supplier and Contracts Database (SCD).
Identification, documentation and acceptance of service levels to be provided for the new service.
Financial approval for the Service Design Package (SDP).
Moving into Service Transition
Service Design is the trigger for Service Transition.
Several processes support Service Transition:
Service Asset & Configuration Management
Several processes within Service Transition:
Transition Planning and Support
Release and Deployment Management
Service Testing and Validation
Service Transition: Change Management
Prioritizing and responding to requests
Implementing changes in required times
Meet agreed service requirements while optimizing costs
Reducing failed changes and rework
Correctly estimating quality, time and cost
Assessing and managing risks
Managing staff time
7 Rs of Change Management
Who RAISED the change?
What is the REASON for the change?
What is the RETURN required from the change?
What are the RISKS involved in the change?
What RESOURCES are required to deliver the change?
Who is RESPONSIBLE for the build, test and implementation of the change?
What is the RELATIONSHIP between this change and other changes?
Change Management is about Risk Management not
implementing changes (that is the responsibility of Release
Change Management — Activities Update change and configuration in CMS Initiator Requested Record the RFC Change Management Ready for evaluation Review the RFC Ready for decision Assess and evaluate change Change Management Scheduled Plan updates Change Management Implemented Co-ordinate change implementation* Closed Review and close change record Evaluation report Work orders Work orders Authorized Change Authority Authorize change Authorize change proposal Create RFC Change proposal (optional)
Knowledge Management (KM)
“ The process responsible for gathering, analyzing, storing and sharing knowledge and information within an organization.
The primary purpose of Knowledge Management is to improve efficiency by reducing the need to rediscover knowledge .”
Service Design Service ITIL Service Strategy Service Design Service Transition
Service Asset and Configuration Management
For service assets, configuration items, and customer assets
Protect integrity throughout their lifecycle
Provide accurate information to support business and service management
Establish and maintain a Configuration Management System
As part of an overall Service Knowledge Management System
The goal of Service Asset and Configuration Mgmt is to provide a model of the IT infrastructure correlating IT services with IT components.
Configuration Management System (CMS)
Information about all Configuration Items (CI)
CI may be entire service, or any component
Stored in 1 or more databases (CMDBs)
CMS stores attributes
Any information about the CI that might be needed
CMS stores relationships
With incident, problem, change records etc.
CMS has multiple layers
Data sources and tools, information integration, knowledge processing, presentation
CMDB Capacity SLAs IT Service Continuity Availability Finance Changes Incidents People Locations Assets Releases Documents Licences