This Presentation will give you overview about ITIL(It infrastructure Library).It shows you how IT infrastructure management practice implement in companies with huge IT Network and get benefit through Service Management

1. IT INFRASTRUCTURE MANAGEMENT
@
Essar oil Ltd.
Darshan Khant

2. Introduction to Essar Group
•

3. VISION
• Setup indian Retail network of 5000 outlets & Establish footprints
in important export markets
• Crude oil-30% of refining capacity Gas-100% of group feed stock
requirement
• Target refining capacity-1 million bpd with state of the art
technology
MISSION
• To create enduring value for customers and stakeholders in core
manufacturing and service businesses, through world-class
operating standards, state-of-the-art technology and the 'positive
attitude' of our people.

4. Introduction to Essar Oil Ltd.
• Essar Oil Ltd. was founded by the Ruia family and is headed by
Chairman Shashi Ruia and Vice-Chairman Ravi Ruia.
• Essar Oil Ltd. is completed in 2006 over investment of about
$2.26bn at Vadinar ,Jamnagar in Gujarat,INDIA.
• Essar Oil's assets include developmental rights in proven
exploration blocks , a 10.5 mtpa refinery on the west coast of
India & Plans are under way to increase its exploration to refinery
capacity to 36 mtpa.
• It will also produce LPG, Naphtha, light diesel oil, Aviation Turbine
Fuel (ATF) and kerosene.

5. •
* 25+ Standalone servers
* Centralized HP Storage : 14 Tb +
* Exchange Server (Clustering Planned)
* Automated SAN based Backup Solution
with HP Data Protector.
* Nortel and ZTE based Routing and
switching setup
* 30Mbps MPLS with 4 Mbps Airtel Link
redundancy (In Process)
* Secured site to site VPN access for Remote
users
* Internet through TATA MPLS
* 50 KM Fiber, 1200 Node & 250 Assets
* 24/7 Centralized helpdesk support
* Remote Support / On site support
* Layered NOC ORG Structure
* HP OV Tool under implementation
* Unified support for entire group companies
at Vadinar and Jamnagar.
* EITL designed Datacenter
* ISO27001 based IT security policy
* Multiple Power Source. DG backup In
Process
* Redundant Precision ACs
* Smart Card based Access Control
Vadinar
Vadinar IT Setup

6. WHAT IS ITIL?
Origins:
• British Government’s effort to improve IT management
• Developed by the CCTA in the late 1980’s
• Originally, a library of over 40 books that documented various IT
Service areas, processes and standards
• Today, a library of 8 books, under the auspices of OGC
ITIL is known as IT INFRASTRUCTURE LIBRARY
The Information Technology Infrastructure Library (ITIL) is
a set of concepts and practices for Information Technology
Services Management (ITSM), Information Technology (IT)
development and IT operations.

7. ITIL Objectives
Three Key Objectives of IT Service Management:
1. Align IT Services with the Current and Future Needs
of the Business and its Customers
2. Improve Quality of IT Services
3. Reduce Long-Term Costs of IT Service Provision

8. Financial
Management
for IT services
Capacity
Management
Availability
Management
IT Service
Continuity
Management
Incident
Management Problem Management
Change
Management
Configuration
Management
Release
Management
IT
Infrastructure
Service Level
Management
ITSM Components

9. • The Service Desk
• Incident Management
• Problem Management
• Configuration Management
• Release Management
• Change Management

10. The Service Desk
The Service Desk
Information

11. Work of The service desk
• The Service Desk is more than just a Help Desk
• The first and single point of contact
• High quality support to meet business goals
• Help identify costs of IT services
• Proactive support and communication of changes
• Increase user perception and satisfaction
• Identification of business opportunities
• Identification of Training Opportunities
The Service Desk
Essentials

12. Responsibilities
• Receive and record all calls from users
• Provide first-line support (using knowledge resources)
• Refer to second-line support where necessary
• Monitoring and escalation of incidents
• Keep users informed on status and progress
• Provide interface between ITSM disciplines
• Produce measurements and metrics
The Service Desk
Activities

13. Incident Management
Incident Management
Incident definition
Any event which is not part of the standard operation of a
service and which causes, or may cause, an interruption to, or
a reduction in, the quality of that service
Work-around definition
A method of avoiding an Incident or Problem either by
employing a temporary fix or technique so the user is no
longer reliant on a Configuration Item (CI) that is known to
cause failure
To restore normal service operation as quickly as possible with
minimum disruption to the business, thus ensuring that the
best achievable levels of availability and service are
maintained
Goals

14. Problem Management
Problem Management
To minimize the adverse effect on the business of Incidents and
Problems caused by errors in the infrastructure, and to
proactively prevent the occurrence of Incidents, Problems and
Errors.
Goals
Problem definition
Unknown cause of one or more incidents
Known Error definition
An Incident or Problem for which the root cause is known and
for which a temporary work around or permanent alternative
has been identified

15. Problem Flow
Incidents
Problem
Known Error
Change Process
Service Desk
Problem Management
Information

16.  Enabling control of the infrastructure by monitoring and maintaining
information on:
Configuration Items (CI) needed to deliver services
CI status and history
CI relationships
Valuable CIs (monetary or service)
 Providing information on the IT infrastructure to all other processes and to
IT Management
Configuration Management
Configueration Management
Goals

17. Configuration Management
• Configuration Item (CI) – a component of an IT infrastructure which is
(or is to be) under the control of Configuration Management and
therefore subject to formal change control
• Configuration Management Database (CMDB) – a database which
contains details of the attributes and history of each CI and the
relationships between CIs
• Baseline – a snapshot of the state of a CI and its components or related
CIs, frozen in time for a particular purpose, such as:
– The ability to return a service to a trusted state if a change goes
wrong
– A specification for copying the CI or for a roll-out
– The minimum CIs needed to maintain vital Business Functions after a
disaster
Definitions
Configueration Management

18. Major CI Types
People
Users, Customers, Who,
Where, What
Skills, Characteristics, Ex
perience, Roles
Documentation
Designs; Reports; Agreements;
Contracts; Procedures; Plans;
Process Descriptions; Minutes;
Records; Events
(Incident, Problems, Change
Records); Proposals; Quotations
Data Files
What, Where, Mos
t Important
Hardware
Computers, Computer
components, Network
components & cables
(LAN, WAN), Telephones,
Switches
Services
Desktop Support,
E-mail, Service
Desk, Payroll, Finance, P
roduction Support
Software
Network Mgmt Systems; In-
house applications; O/S;
Utilities (scheduling, B/R);
Packages; Office systems; Web
Management
Definitions
Configueration Management
Environment
Accommodation;
Light, Heat, Power; Utility
Services
(Electricity, Gas, Water, Oil)
; Office Equipment;
Furniture; Plant &
Machinery

19. Change Management
Change Management
Process of controlling changes to the infrastructure or any
other aspect of services, in a controlled manner, enabling
approved changes with minimum disruption.
 Change Management ensures that standardized methods and
procedures are used for the efficient and prompt handling of all
Changes, in order to minimize the adverse impact of any
Change-related incidents upon service quality.
 Changes can arise as a result of Problems, Known Errors and their
resolution, but many Changes can come from proactively seeking
business benefits such as reducing costs or improving services
Goals

20. Change Management
• Standard Change – a Change that is recurrent, has been
proceduralized to follow a pre-defined, relatively risk free path and
where Change Management and budgetary authority is effectively
give in advance
• Service Request – a request, usually made through a Service
Desk, for a Standard Change
– Example: providing access to services for a new member of
staff or relocating a few PCs
Definitions
Change Management

21. Release Management
• Good resource planning and management are
essential to package and distribute a Release
successfully.
• The focus of Release Management is the protection of
the live environment and its services through the use
of formal procedures and checks.
Release Management
Release Management takes a holistic view of a Change to an
IT service and should ensure that all aspects of a Release, both
technical and non-technical, are considered together
Goals

22. • Service Level Management
• Availability Management
• IT Service Continuity Management
• Capacity Management
• Financial Management for IT Services

23. Service Level Management
To maintain and gradually improve business aligned IT service
quality, through a constant cycle of defining, agreeing,
monitoring, reporting and IT service achievements and through
instigating actions to eradicate unacceptable levels of service
Service Level Management manages and improves
the agreed level of service between two parties
• The provider who may be an internal service
department or the external organisation that
provides an outsourced service
• The receiver of the servers i.e. the customer who
pays the bill.
Service Level Management
Goals

24. Availability Management
To optimise the capability of the IT infrastructure and supporting
organisations to deliver a cost effective and sustained level of
availability that enables the business to satisfy its objectives
Availabtily Management
Goals

25. IT Service Continuity Management
To support the overall Business Continuity Management
process by ensuring that the required IT technical services and
facilities can be recovered within required and agreed business
time-scales
IT Service Coninuity Management
Goals

26. Capacity Management
Capacity Management
To understand the future business requirements (the required
service delivery), the organization's operations (the current
delivery), and ensure that all current and future capacity and
aspects of the business requirements are provided cost
effectively
Goals

27. Financial Management
Financial Management For IT Services
To provide cost-effective stewardship of the IT assets and
financial resources used in Services
Goals

28. Participants in IT Service Management
IT The Business
UsersService Desk
CustomersService Level
Management
Operational
Tactical
Sr. IT
Mgt
Sr.
MgtStrategic
Service
Delivery
Service
Support

29. LEARNING EXPERIANCE
• How to handle incidents and requests, and providing an interface for
other ITSM processes
• How to maintain delivery and support in whole network
• Continuity management in crises of network
• Learn about the whole essar group server network
• Learn about the websense software for site filtering
• Work with Blackberry mobile backup and configuration process
• All about Servers working in essar Oil Ltd.

30. Queries???

31. THANK YOU