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Itil for failers
Itil for failers
Itil for failers
Itil for failers
Itil for failers
Itil for failers
Itil for failers
Itil for failers
Itil for failers
Itil for failers
Itil for failers
Itil for failers
Itil for failers
Itil for failers
Itil for failers
Itil for failers
Itil for failers
Itil for failers
Itil for failers
Itil for failers
Itil for failers
Itil for failers
Itil for failers
Itil for failers
Itil for failers
Itil for failers
Itil for failers
Itil for failers
Itil for failers
Itil for failers
Itil for failers
Itil for failers
Itil for failers
Itil for failers
Itil for failers
Itil for failers
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Itil for failers

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Fffffuuuuconf 2010 Presentation

Fffffuuuuconf 2010 Presentation

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  • 1. ITIL For Failers Roberto Gaiser gaiser@geekbunker.org @rgaiser 1
  • 2. INFORMATION TECHNOLOGY INFRASTRUCTURE LIBRARY The Information Technology Infrastructure Library (ITIL) is a set of concepts and pr actices for Information Technology Services Management (ITSM), Information Technology (IT) development and IT operations. ITIL gives detailed descriptions of a number of important IT practices and provides comprehensive checklists, tasks and procedures that any IT organization can tailor to its needs. ITIL is published in a series of books, each of which covers an IT management topic. source: Wikipedia 2
  • 3. SOFTCORE VERSION 3
  • 4. HARDCORE VERSION 4
  • 5. CERTIFICATION 5
  • 6. DISCLAIMER • Basic ITIL certification • Adults only • Based on real life pain • Engrish • Last chance to leave the room! 6
  • 7. FANTASY 7
  • 8. REALITY 8
  • 9. ITIL IN A NUTSHELL • Created for corporate IT, the fastest way to fix the printer problem. • Can you apply the same methodology to content provider/ ISP? • "Good people do not need laws to tell them to act responsibly, while bad people will find a way around the laws." - Plato 9
  • 10. ITIL IN A NUTSHELL • Process == Common Sense • Ifyou’re not doing anything close to this, you’re doing it wrong. • Industry standard? Where? 10
  • 11. CMDB CMDB 11
  • 12. CMDB DATA MODEL 12
  • 13. CMDB • Different People, Different Meaning. • Itis not a standard, ITIL is vague about this. • Itis not a monolithic database that will contain all of your IT configuration data. 13
  • 14. CMDB • Itis not just a database to store configuration data and/ or asset data. • Doesn’t provide the information that operations need. • It’s going to filled with outdated information since the beginning. 14
  • 15. CMDB • Federated CMDB x Single database • Tools? Seriously? • Relationship between asset and configuration, try creating it using the available tools... 15
  • 16. CHANGE MANAGEMENT 16
  • 17. CHANGE • All your problems can be fixed with a checklist or a new process, yeah right! • If you don’t know what and why is changing in your infrastructure, ITIL its not going to save you. • Pre-approved changes. Beginning of the End! • Cannot see the big picture, the relationship between components. The mythical CMDB. 17
  • 18. CHANGE • "It's a basic truth of the human condition that everybody lies. The only variable is about what." • Limited by the knowledge and the skills of the people actually working. • Agile + Itil. One RFC per sprint... • Tools to create and manage the RFC. 18
  • 19. CHANGE • Correlationbetween changes and incidents. Monitoring tools are never aware of the RFC being executed. • Infrastructure always neglected. • Change record, lost forever on a search tool based on “select like”. 19
  • 20. CHANGE ADVISORY BOARD • Technical decisions made by people chosen by their status, not their skills. • Results in a “Change Calendar”, sometimes even this doesn’t work. • Gadgets should be banned, the meeting will last 15 minutes. • The change was approved by the board. All the information requested were provided. Success? 20
  • 21. INCIDENT MANAGEMENT 21
  • 22. INCIDENT • If you do not have a incident process in place, you’re doing... • Metrics culture • Everything is an incident: • the good • the bad • the ugly 22
  • 23. INCIDENT • IncidentSLA are not related to the site availability, user experience or any useful information. • ex: 4 hours to rebuild a RAID array. So? It’s RAID... • Patchesand workarounds to beat the SLA. 23
  • 24. PROBLEM MANAGEMENT 24
  • 25. PROBLEM • Problems are always created to fix some bizarre metric • Caused by the lack of planning and foresight. • Forever alone, forgotten, left behind. • Let’s create a new metric based on Problem Resolution! 25
  • 26. SERVICE DESK 26
  • 27. SERVICE DESK • If you do not have a Service Desk in place, you’re doing... • Actually works. • Tools that work and are easy to use, they exist? • Knowledge base and incident record. Likely based on “select like”. 27
  • 28. METRICS CULTURE 28
  • 29. METRICS CULTURE • “Oh, people can come up with statistics to prove anything. 14% of people know that.”- Homer Simpson • Collection of workarounds. • “There are no incidents related to that” != “If It's Not Broken, Don't Fix It!” 29
  • 30. METRICS CULTURE • “He always close the incidents before the SLA”. The same one, over and over again... • Why change something and risk looking bad in the report? • Limits innovation. 30
  • 31. TOOLS 31
  • 32. TOOLS • Interface? • Usability? • Search? • Same (ugly) tool for everything, incident, change, CMDB. Webservices anyone? • Lots of “black ops” systems to provide useful information, and a bunch of “.xls” on a SMB share. 32
  • 33. POSSIBLE SOLUTIONS 33
  • 34. POSSIBLE SOLUTIONS • Stop the Metrics Culture. • Stop creating checklists and processes, get rid of the bad apples. • RFCs are similar to code comments or change logs, because they are mandatory doesn't mean that they are useful. • Ex: “a” or “.” 34
  • 35. POSSIBLE SOLUTIONS • Create a interface to gather all this information and make it easy to use. Maybe you have a whole department that do this kind of stuff... • Encourage people to really solve the problem and create better solutions, not a workaround to close a problem or incident before the SLA. • Common sense, you don’t need a “book” for that. If you need... 35
  • 36. QUESTIONS? 36

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