ITIL® v3 Overview

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ITIL (Information Technology Infrastructure Library) v3 Overview .
Comparison of ITIL, RUP, PMI.

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  • The following public frameworks and standards are relevant to service management:ISO/IEC 20000ISO/IEC 27001Capability Maturity Model Integration (CMMI®) Control Objectives for Information and related Technology (COBIT®) Projects in Controlled Environments (PRINCE2®) Project Management Body of Knowledge (PMBOK®) Management of Risk (M_o_R®) eSourcing Capability Model for Service Providers (eSCM-SP™) Telecom Operations Map (eTOM®) Six Sigma™.
  • ITIL v2:-Service Delivery-Service SupportContinual Service Improvement (CSI)Processes:1. Service Level Management2. Service Measurement and Reporting3. Continual Service Improvement
  • • How should we design for availability, capacity and continuity of services?• How can we respond to and manage incidents, problems and known errors?• Why does a customer need this service?• Why should the customer purchase services from us?• Why should we provide (x) levels of availability, capacity and continuity?
  • • How should we design for availability, capacity and continuity of services?• How can we respond to and manage incidents, problems and known errors?• Why does a customer need this service?• Why should the customer purchase services from us?• Why should we provide (x) levels of availability, capacity and continuity?
  • RUP:Threesupporting disciplines-Environment discipline -Configuration and Change management discipline-Project management disciplineHowever, this discipline of the RUP does not attempt to cover all aspects of project management. For example, it does not cover issues such as:Managing people: hiring, training, etc.Managing budget: defining, allocating, etc.Managing contracts: with suppliers, with customers, etc.Six Best Practices-Develop iteratively -Manage requirements -Use components -Model visually-Verify quality-Control changes 
  • ITIL v2:-Service Delivery-Service SupportContinual Service Improvement (CSI)Processes:1. Service Level Management2. Service Measurement and Reporting3. Continual Service Improvement
  • ITIL® v3 Overview

    1. 1. ITIL® V3 OVERVIEW COMPARISON OF ITIL, RUP, PMI Oleksa Stelmakh PMP©
    2. 2. ITIL® AND SERVICE MANAGEMENT  Office of Government Commerce (OGC)  Information Technology Infrastructure Library (ITIL)  The ITIL Core (5 publications)  The ITIL Complementary Guidance  ITIL  Set of best practices, NOT pure process, NOT a framework  ITIL History  1989, ITIL v1, 30 volumes  2001, ITIL v2, 8 volumes  2007, ITIL v3, 5 volumes, 26 processes and functions  2009, ITIL v2 withdrawn  Certifications  Foundation  Intermediate  Expert  Master
    3. 3. Service Design Service Transition Service Operation Continual Service Improvement ITIL® V3 SERVICE LIFECYCLE MODEL 1. Service Strategy 2. Service Design 3. Service Transition 4. Service Operation 5. Continual Service Improvement
    4. 4. OBJECTIVES OF SERVICE MANAGEMENT  Service Strategy  Design, develop and implement service management as a strategic asset and assisting growth of the organization  Service Design  Convert the strategic objectives defined during Service Strategy into Services and Service Portfolios; Design of IT Services  Service Transition  The primary objective of Service Transition is the development and improvement of capabilities for transitioning new and modified services into operation.  Service Operation  The Service Operation lifecycle phase is primarily focused on the management of IT Services that ensures effectiveness and efficiency in delivery and support.  Continual Service Improvement  Continual Service Improvement is the phase that binds all the other elements of the Service Lifecycle together and ensures that both the services and the capabilities for providing them continually improves and matures.
    5. 5. SERVICE STRATEGY: THE FOUR PS Perspective • Vision • Direction Position • Decision to adopt a well-defined stance Plans • Means of transitioning from ‘as is’ to ‘to be’ Patterns • Decisions and actions over time
    6. 6. ITIL® V3 SERVICE LIFECYCLE MODEL Service Strategy Financial IT Mgt Demand Mgt Service Portfolio Mgt Service Design Capacity Mgt Availability Mgt Continuity Mgt Service Level Mgt Service Catalogue Mgt Information Security Mgt Supplier Mgt Service Transition Transition Planning and Support Change Management Service Asset and Configuration Management Release and Deployment Management Service Validation and Testing Evaluation Knowledge Management Service Operation Incident Mgt Problem Mgt Access Mgt Request Fulfillment Mgt Event Mgt Service Desk Function IT Operations Mgt Function Application Mgt Function Technical Mgt Function PROCESS FUNCTIONS ELEMENTS, VOLUME S Technica l Support Group
    7. 7. SERVICE, PROCESS, FUNCTION  Service  A means of delivering value to customers by facilitating outcomes customers want to achieve without the ownership of specific costs or risks.  Process  A set of coordinated activities combining and implementing resources and capabilities in order to produce an outcome and provide value to customers or stakeholders.  Function  A team or group of tools they use to carry out one or more Processes or Activities. Functions provide units of organization responsible for specific outcomes.  Capability  The ability of an Organization, person, Process, Application, Configuration Item or IT Service to carry out an Activity. Capabilities are intangible Assets of an Organization.  System  A system is a group of interacting, interrelated, or interdependent components that form a unified whole, operating together for a common purpose. ITIL v2 ITIL v3 How? Why?
    8. 8. CAPABILITIES VS. RESOURCES Capabilities Management Organization Processes Knowledge People Resources Financial capital Infrastructure Applications Information People
    9. 9. MANAGEMENT AND LIFECYCLE  Lifecycle  The natural process of stages that an organism or inanimate object goes through as it matures. (THEY CAN OVERLAP, they are not separate, nor are the phases necessarily carried out in a particular order)  Service Management  A set of specialized organizational capabilities for providing value to customers in the form of services. The capabilities take the form of functions and processes for managing services over a lifecycle  Service Management Lifecycle  An approach to IT Service Management that emphasizes the importance of coordination and Control across the various Functions, Processes, and Systems necessary to manage the full Lifecycle of IT Services  Application Management (Program)  The Function responsible for managing Applications (=software) throughout their Lifecycle  SERVICE Development Lifecycle (SDLC, Software Service DLC)  Is a structure imposed to provide service to clients (There is no worldwide definition!) ITIL v2 ITIL v3 How? Why?
    10. 10. APPLICATION MANAGEMENT Source: http://www.csscorp.com/enterprise-it-support/application-
    11. 11. LIFECYCLES: CONFUSION OF TERMS ITIL PMI Software [Development] Process = Software [Development] Lifecycle (SDLC) A software development process is a structure imposed on the development of a software product. SERVICE [Development] Lifecycle
    12. 12. ITIL VS. RUP: MIXTURE OF “PHASE” USAGE Requirem ents Design Build Deploy Operate Optimize Business modeling Requirem ents Design Implement ation Test Deployme nt Engineering Disciplines of RUP SDLC Phases of ITIL® v3 Application Management Lifecycle Transition Phase Construction Phase Elaboration Phase Inception PhaseService Strategy Service Design Service Transition Service Operation Continual Service Improvement ITIL V3 SERVICE LIFE CYCLE ELEMENTS RUP PROJECT LIFE CYCLE PHASES
    13. 13. REQUIREMENTS project phase Monitoring & Controlling Initiating Plannin g Executin g Closin g DESIGN project phase Monitoring & Controlling Initiating Plannin g Executin g Closin g CODING, TESTING, DEPLOYMENT project phasesMonitoring & Controlling Initiating Plannin g Executin g Closin g TURNOVER TO OPERATION project phase Monitoring & Controlling Initiating Plannin g Executin g Closin g PMBOOK® 4 PROJECT MANAGEMENT LIFE CYCLE & PROJECT LIFE CYCLE
    14. 14. PRODUCT LIFE CYCLE (PMI)
    15. 15. SERVICE DEVELOPMENT LIFECYCLE (SDLC) Feasibility study Analysis Design Testing Implementation Evaluation Maintenance
    16. 16. EVENT MANAGEMENT  Active monitoring tools that poll key CIs to determine their status and availability. Any exceptions will generate an alert that needs to be communicated to the appropriate tool or team for action  Passive monitoring tools that detect and correlate operational alerts or communications generated by CIs.
    17. 17. IT OPERATIONS MANAGEMENT  Operations control  Console management  Job scheduling  Backup and restore  Print and output management  Maintenance activities on behalf of Technical or Application Management teams  Facilities management  Data Centers  Recovery Sites  Consolidation  Contracts
    18. 18. SERVICE OPERATION FUNCTIONS Service Desk Function Technical Support Groups Technical Function IT Operations Function Application Management Function
    19. 19. SERVICE OPERATION Service Desk Function Technical Support Groups Event Management Incident Management Problem Management Request Fulfillment Access Management IT Operations Management Function Application Management Function Technical Management Function
    20. 20. ITIL® V3 SERVICE LIFECYCLE MODEL Service Strategy Financial IT Mgt Demand Mgt Service Portfolio Mgt Service Design Capacity Mgt Availability Mgt Continuity Mgt Service Level Mgt Service Catalogue Mgt Information Security Mgt Supplier Mgt Service Transition Transition Planning and Support Change Management Service Asset and Configuration Management Release and Deployment Management Service Validation and Testing Evaluation Knowledge Management Service Operation Incident Mgt Problem Mgt Access Mgt Request Fulfillment Mgt Event Mgt Service Desk Function IT Operations Mgt Function Application Mgt Function Technical Mgt Function PROCESS FUNCTIONS ELEMENTS, VOLUME S Technica l Support Group
    21. 21. THANK YOU

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