ITIL intro

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ITIL intro lecture at New Horizons Jun 2011

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ITIL intro

  1. 1. <ul>Intro to ITIL @ New Horizons </ul>
  2. 2. <ul>Introductions </ul><ul>Aleksejs Truhans <li>Citadele banka, Head of IS Development
  3. 3. New Horizons, Mentor
  4. 4. Agile Latvia member
  5. 5. 7 years teaching Software Engineering
  6. 6. 7 years programming
  7. 7. 11 years managing projects and teams
  8. 8. http://www.linkedin.com/pub/aleksejs-truhans/b/389/704
  9. 9. [email_address] </li></ul>
  10. 10. <ul>Personal benefit? </ul><ul><li>Organize work of IT department effectively
  11. 11. Earn profit providing IT services
  12. 12. Pass an exam
  13. 13. Take away an overview of IT service provisioning best practice
  14. 14. ? </li></ul>
  15. 15. <ul>Introductions </ul><ul><li>The slides
  16. 16. Interactive workshop
  17. 17. Mutual learning </li></ul>
  18. 18. <ul>ITIL </ul><ul>Introduction to ITIL </ul>
  19. 19. <ul>Practice? </ul><ul><li>ITIL - A community-defined framework and library of IT service management best practices
  20. 20. Some good practice, anyone?
  21. 21. Where the practices do come from? </li></ul>
  22. 22. <ul>Goal and problem </ul><ul><li>Goal of service management?
  23. 23. Problems on the way? </li></ul>
  24. 24. <ul>Goal and problem </ul><ul><li>Goal: systematic delivery of quality IT services
  25. 25. Problem: infrastructure, IT systems, people, processes, business services – all have to be aligned to serve ultimate goal, do it efficiently and improve over time
  26. 26. Solution? </li></ul>
  27. 27. <ul>Reasoning behind ITIL </ul><ul><li>Why do we use it?
  28. 28. Who uses it? </li></ul><ul><ul><li>Organizations, roles... </li></ul></ul><ul><li>How do we use it? </li></ul><ul><ul><li>Religiously, pragmatically, ... </li></ul></ul>
  29. 29. <ul>Sample applications </ul><ul><li>Computing cost of a service
  30. 30. Understanding service dependencies (CMDB)
  31. 31. Organizing work around the service desk </li><ul><li>Service call, Change, Incident, Problem, Workorder </li></ul></ul>
  32. 32. <ul>IT Maturity model </ul><ul><li>Maturity – measurable, correlated with capability
  33. 33. Benchmark </li><ul><li>Industry average
  34. 34. Comparing parts of an organisation
  35. 35. Defining reachable goals </li></ul><li>Let's rate the maturity of our IT organizations </li></ul>
  36. 36. <ul>IT Maturity - Conclusions </ul><ul><li>Where are you on that scale?
  37. 37. What are the areas you'd like to improve? </li></ul>
  38. 38. <ul>The Landscape </ul><ul><li>CMMI - ”which processes” + maturity levels
  39. 39. ITIL – ”process details” + wider lifecycle, less software development
  40. 40. CoBIT- compliance, security, governance measurement
  41. 41. Synergies? </li></ul>
  42. 42. <ul>Agile Operations - ”DevOps” </ul><ul><li>Interdependence of development and operations
  43. 43. Communication and collaboration
  44. 44. Flickr — 10 deployments/day
  45. 45. Involving Operations into architectural decisions
  46. 46. Development to be aware of runtime environment </li></ul>
  47. 47. <ul>Agile Operations - ”DevOps” </ul><ul><li>Availability, stability, performance
  48. 48. Deducing necessary runtime configuration from developer workstation configurations
  49. 49. Automated deployment and systems management
  50. 50. Citadele: practice of service and application management led by development </li></ul>
  51. 51. <ul>Agile Operations - ”DevOps” </ul><ul><li>More at http://en.wikipedia.org/wiki/DevOps
  52. 52. Join us at http://agile-latvia.org </li></ul>
  53. 53. <ul>ITIL Publications </ul><ul><li>England Office of Government Commerce (OGC) and IT Service Management Forum (itSMF) books: </li></ul><ul><ul><li>ITIL v3 foundation
  54. 54. Service Design
  55. 55. Service Transition
  56. 56. Service Operation
  57. 57. Continual Service Improvement </li></ul></ul><ul><li>ITIL v3 – 2007 </li></ul>
  58. 58. <ul>Qualifications </ul><ul><li>Foundations
  59. 59. Then management-level: </li></ul><ul><ul><li>Service Strategy, Design, Transition, Operation, CSI </li></ul></ul><ul><li>Or more functional ones: </li></ul><ul><ul><li>Operational Support and Analysis, Service Offerings and Agreements; Release, Control and Validation; Planning, Protection and Optimization </li></ul></ul><ul><li>Then ITIL Expert </li></ul>
  60. 60. <ul>Foundations exam </ul><ul><li>Foundations: 1h, test – multiple choice 1 of 4, 40q, 26 correct to pass
  61. 61. nh.lv mentored/online -
  62. 62. any time, self-paced
  63. 63. + a book
  64. 64. + mock exams </li></ul>
  65. 65. <ul>Acronym city </ul><ul><li>Terms and acronyms – the “common language” of IT service delivery. Get used to it :)
  66. 66. Free official glossary and acronym list: </li></ul><ul><ul><ul><li>http://www.best-management-practice.com/bookstore.asp?DI=575004&FO=1230366 </li></ul></ul></ul><ul><li>Let's have a look... </li></ul>
  67. 67. <ul>Resources </ul><ul><li>Process descriptions, checklists, etc: </li></ul><ul><ul><li>http://wiki.en.it-processmaps.com/ </li></ul></ul><ul><li>Some more materials </li></ul><ul><ul><li>http://www.itiltraining.com/itil-downloads.asp </li></ul></ul><ul><li>http://www.itil.org – very good resource
  68. 68. A reference model ready for 4kEUR </li></ul><ul><ul><li>http://en.it-processmaps.com/products/demo-itil-process-map.html </li></ul></ul>
  69. 69. <ul>Resources </ul><ul><li>Gints Freibergs
  70. 70. Valdis Štokenbergs
  71. 71. Евгений Крылов
  72. 72. Practice exams and resources: </li></ul><ul><ul><li>http://taruu.com/qtest.aspx </li></ul></ul>
  73. 73. <ul>Software </ul><ul><li>http://otrs.org/
  74. 74. HP OVSD
  75. 75. Terrasoft
  76. 76. Computer Associates
  77. 77. Serena Service Manager </li></ul>
  78. 78. <ul>More terms </ul><ul><li>Warranty and utility
  79. 79. Process groups: </li><ul><li>Design
  80. 80. Transition
  81. 81. Operation
  82. 82. Strategy
  83. 83. Continual improvement </li></ul><li>Most familiar processes?
  84. 84. ITIL v3 Process Model from http://www.ilxgroup.com/eu/downloadslist.asp?type=ITIL </li></ul>
  85. 85. <ul>Service Level Agreement </ul><ul><li>See the checklist at http://wiki.en.it-processmaps.com/index.php/Checklist_SLA_OLA_UC
  86. 86. Business justification and supported business processes
  87. 87. Vital Business Functions, critical data, estimation of loss impact </li></ul>
  88. 88. <ul>Service Level Agreement </ul><ul><li>Service time, maintenance slots, reaction and resolution times, definition of priorities
  89. 89. Availability, reliability and maintainability targets
  90. 90. Capacity and performance targets
  91. 91. Service continuity commitments
  92. 92. Responsibilities of users, security aspects, cost, locations, duration </li></ul>
  93. 93. Q&A
  94. 94. Thank you! <ul>Materials used in the presentation have their source cited and are copyrighted by their respective authors. Rest of the presentation Copyright ©2011 Aleksejs Truhans, licensed under a Creative Commons Attribution-NonCommercial 3.0 Unported License. </ul>

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