Bring you a little bit closer to ITIL, IT Infrastructure Library. It is a guidance rather than standard.

1. Introduc)on
to
ITIL
IT
Infrastructure
Librabry
Andika Kurniantoro, 2014
andika@sains.me

2. ITSM
–
IT
Service
Management
• is
the
study
of
IT
in
terms
of
the
services
it
provides.
• The
“IT
Infrastructure
Library,”
or
ITIL,
is
a
‘Good
Prac)ce’
Framework
for
IT
Service
Management
– It
is
GUIDANCE
rather
than
a
standard
– ADOPT
&
ADAPT
-­‐
No
such
thing
as
‘Compliance’
Wait,
good
prac)ce??

3. *Good
Prac)ce
• Proven
AcOviOes
or
Processes
that
have
been
successfully
used
by
mul)ple
organizaOons
• The
key
is
that
Good
PracOce
is
in
wide
(it
use
is
not
simply
a
theory)

4. ITIL
-­‐
Service
Lifecycle
• Service
Strategy
– Understands
organizaOonal
objecOves
and
customer
needs
• Service
Design
– Turns
the
service
strategy
into
a
plan
for
delivering
the
business
objecOves.
• Service
Transi)on
– Develops
and
improves
capabiliOes
for
introducing
new
services
into
supported
environments
• Service
Opera)on
– Manages
services
in
supported
environments.
• Con)nual
Service
Improvement
– Achieves
services
incremental
and
large-­‐scale
improvements.

5. Image
credit:
lucidit.com.my
ITIL
-­‐
Service
Lifecycle

6. Image
credit:
lucidit.com.my
ITIL
-­‐
Service
Lifecycle
Ok,
That’s
it!

7. Kidding!
Just
take
a
deep
breath.
Let’s
learn
some
stuff!

8. Services
• A
means
of
delivering
value
to
customers
by
facilitaOng
outcomes
customers
want
to
achieve
without
the
ownership
of
specific
costs
and
risks.

9. Func)ons,
Roles,
Processes
• Func)on
-­‐
unit
of
organisaOons
(e.g.
a
team,
department,
or
group
of
people)
specialized
to
perform
certain
type
of
work
and
responsible
for
specific
outcomes.
• Role
-­‐
A
set
of
responsibiliOes,
acOviOes
and
authoriOes
granted
to
someone.
One
person
or
team
may
have
mulOple
roles.

10. Func)ons,
Roles,
Processes
• Process
-­‐
A
set
of
coordinated
acOviOes
combining
and
implemenOng
resources
and
capabiliOes
in
order
to
produce
a
specific
outcome.
• Characteris)cs
of
Process:
Measurable,
produce
a
specific
result,
deliver
value
to
a
customer/stakeholder,
They
respond
to
a
specific
event

11. Process
Structure

12. Change
&
Change
Management
• Service
Change
-­‐
The
addiOon,
modificaOon
or
removal
of
an
authorized,
planned
or
supported
service
or
service
component
and
its
associated
documentaOon.
• Change
is
generally
a
good
thing.
• But
we
don’t
like
it.
• So
it
needs
to
be
managed.

13. 3
Types
of
Change
Models
• Standard
(Pre
–
Authorized)
–
A
service
change
pre-­‐authorised
by
change
management
with
an
accepted
and
established
procedure.
• Emergency
–
A
model
reserved
for
highly
criOcal
service
changes
needed
to
restore
failed
high
availability,
or
intended
to
repair
an
error
in
an
IT
service
that
(could)
negaOvely
impact
the
business
to
a
high
degree.
• Normal
–
A
non
emergency
service
change
that
is
not
pre-­‐approved
(does
not
meet
Standard
criteria)

14. Change
Management
Change
approval
–
Factors:
• Impact
• Urgency
• Risk
• Benefits
• Costs

15. The
7R’s
of
Change
• Who
RAISED
the
Change
?
• What
is
the
REASON
for
the
Change?
• What
is
the
RETURN
required
from
the
change?
• What
resources
are
REQUIRED
to
deliver
the
change?
• Who
is
RESPONSIBLE
for
the
build,
test
and
implementaOon
of
the
change?
• What
is
the
RELATIONSHIP
between
this
change
and
other
changes?
• What
are
the
RISK
involved
in
the
change?
QuesOons
to
be
asked
by
the
CAB
about
all
and
any
changes
(to
assist
in
Assessment
and
Evaluation)

16. Knowledge
Management
and
Service
Knowledge
Management
System
(SKMS)
• SKMS
–
A
set
of
tools
for
collecOng,
storing,
managing,
updaOng,
analysing
and
presenOng
all
the
knowledge,
informaOon
and
data.
• Knowledge
Management
-­‐
The
process
responsible
for
sharing
perspecOves,
ideas,
experience
and
informaOon,
and
for
ensuring
that
these
are
available
in
the
right
place
and
at
the
right
Ome.
It
enables
informed
decisions,
and
improves
efficiency
by
reducing
the
need
to
rediscover
knowledge.

17. • Knowledges
and
informa)ons
are
including:
– Experience
of
staff
– Record
of
peripherals
– Suppliers
&
partner’s
requirement,
ability,
and
expectaOon
– Typical
&
anOcipated
user’s
skill
levels.
Knowledge
Management
and
Service
Knowledge
Management
System
(SKMS)

18. Ok,
that’s
it!

19. Oh,
I’m
serious
this
)me..

20. PING
me!
• Andika
Kurniantoro
• hap://andika.kurniantoro.com/
• andika@sains.me