The document provides an overview of ITIL (Information Technology Infrastructure Library) which is a framework of best practices for IT service management. It discusses key concepts in ITIL including the service lifecycle, roles, and objectives to improve quality and reduce costs. The service lifecycle includes service strategy, service design, service transition, service operation, and continual service improvement.

1. Understanding ITIL
An Overview
Eng. Abdulfattah Musbah
& Nizam Uddieen
M : 0501559550
aaawajah@yahoo.com

2. Agenda for the Session
 What is ITIL?
 Key Concepts
 IT Service Management
 The Service Lifecycle
 ITIL Roles
 Further Learning

3. What is ITIL?
ITIL (Information Technology Infrastructure Library) is a
framework of best practices approaches intended to facilitate
the delivery of high quality information technology services.
 A series of publications
 Best Practices for IT Service Management
 Processes
 Guidelines
 Checklists
 Worldwide Industry standard

4. Definition of Best Practice
 Best Practice is a set of guidelines based on the best
experiences of the most qualified and experienced
professionals in a particular field.
 Best Practice is based on:
 More than one person
 More than one organization
 More than one technology
 More than one event

5. History of ITIL
• The Central Computer and Telecommunications
Agency of United Kingdom first published
elements of ITIL in 1989.
• The intention is to improve the management of
IT services in UK Central Government
• Contributed to by expert IT practitioners around
the world.
• The UK Office of Government Commerce was
established in 2000 and incorporates the CCTA.
• The OGC now owns ITIL and is responsible for
its maintenance and further development

6. History of ITIL
 A series of publications
• ITIL started in 80s.
– 31 Books !
• v2 came along in 2000-2002
– Still Large and complex
– 8 Books
• v3 in 2007
– Much simplified and rationalised to 5 books
– The five core books cover each stage of the service lifecycle
– Much clearer guidance on how to provide service

7. ITIL Objectives
 Reduce Costs
 Improve Availability
 Tune Capacity
 Increase Throughput
 Optimize resource Utilization
 Improve Scalability

8. ITIL – IS….. IS Not…..
What ITIL is…
Library of best practices for IT
service
Description of relationships
between IT processes
Based on IT service quality
Promotes development of
effective and efficient processes
Effective framework to develop
IT service maturity
Independent from the
organizational structure
 What ITIL is not…
 Prescribed methodology
 Prescribed organizational
structure
 Imposed allocation of tasks and
responsibilities between
functional units
 One size fits all
 In lieu of other quality practices
like CoBIT, CMM, ISO-9000,
or Six Sigma
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9. IT Service Management (ITSM)
 ITSM is a set of process that detail best practices based on
ITIL standards to enable and optimize IT services in order to
satisfy business requirements and manage the IT
Infrastructure
ITIL defines and documents the best practices, ITSM employs them to
meet
unique customer requirements and priorities.

10. 4 Ps of IT Service Management
IT Service Management (ITSM) is all about the efficient,
effective and economical use of:
 People – skills, training, communication
 Processes – actions, activities, changes, goals
 Products – tools, monitor, measure, improve
 Partners – Vendors and Suppliers

11. Key Concepts
 Service
 Delivers value to customer by facilitating outcomes customers
want to achieve without ownership of the specific costs and
risks
 e.g. The Fileserver or Database backup service means that you
as Unit IT Head don’t have to care about how much tapes,
disks or robots cost and you don’t have to worry if one of the
staff is off sick or leaves

12. Key Concepts
 Service Level
– Measured and reported achievement against one or more service
level targets
– E.g.
 P1 = 1 hour response 24/7
 P2 = 4 hour response 8/5
 P3 = Next business day
 Service Level Agreement
– Written and negotiated agreement between Service Provider and
Customer documenting agreed service levels and costs

13. Key Concepts
 Configuration Management System (CMS)
– Tools and databases to manage IT service provider’s configuration data
– Contains Configuration Management Database (CMDB)
 Records hardware, software, documentation and anything else important to IT provision
 Release
– Collection of hardware, software, documentation, processes or other things require
to implement one or more approved changes to IT Services

14. Key Concepts
 Incident
– Unplanned interruption to an IT service or an unplanned
reduction in its quality
 Work-around
– Reducing or eliminating the impact of an incident without
resolving it
 Problem
– Unknown underlying cause of one or more incidents

15. The Service Lifecycle
• Service Strategy
– Strategy generation
– Financial management
– Service portfolio management
– Demand management
• Service Design
– Capacity, Availability, Info Security
Management
– Service level & Supplier
Management
• Service Transition
– Planning & Support
– Release & Deployment
– Asset & Config management
– Change management
– Knowledge Management
• Service Operation
– Problem & Incident management
– Request fulfilment
– Event & Access management
• Continual Service Improvement
– Service measurement & reporting
– 7-step improvement process

16. How the Lifecycle stages fit
together

17. Service Strategy
It acts as a guide to all IT service providers in terms of helping
them to determine:
 What kind of services should be offered and who should be offered to
(potential customers)
• Develop strategic assets
– Develop new services
 How stakeholders and customers perceive value, also how this value can be
created

18. Processes in Service Strategy
Define the Market
Develop the Offerings
Develop Strategic Assets
Prepare for Execution

19. Demand Management
 To understand customer’s current requirements
 Ensures we don’t waste money with excess capacity
 Ensures we have enough capacity to meet demand at
agreed quality
 Patterns of Business Activity to be considered
 Trend of requirements over a period/business cycle

20. Service Portfolio Management
 It describes how the service are bundled & packaged
 Takes care of Marketing components such as
 What is the REASON customer will buy these services?
 What is the REASON customer will buy these services from us?
 SWOT analysis for our Organization’s service capabilities
 What could be our pricing models
 How best to allocate resources & capabilities
 Record of all the services including current,
expired & in Pipeline

21. Service Portfolio Management
Current Services
Services in
pipeline
New Services
Stopped services
Service Catalog
Requirements Gathering,
Analysis, Approval, Charter,
Developed, Release, Operational
Retired Services

22. Financial Management
 To serve as strategic tool to align IT services with Financial
Decisions
 To balance the Cost & Price as appropriate
 Accounting for IT Services
 Facilitate Accurate Budgeting
 Finalize Financial Policies

23. Service Design
 How are we going to provide it?
 How are we going to build it?
 How are we going to test it?
 How are we going to deploy it?
Holistic approach to determine the impact
of change introduction on the existing
services and management processes

24. Processes in Service Design
 Service Catalogue Management
 Service Level Management
 Capacity Management
 Availability Management
 ITSCM (disaster recovery)
 Supplier Management
 Information Security Management

25. Service Catalogue
What is Service Catalogue?
• A single source of information for all the service offerings
• Includes Operational & in Transition Services
• E.g. Menu Card in a Hotel

26. Service Catalogue
Business Process A Business Process B Business Process C
Business Service Catalogue
Service 1 Service 2 Service 3 Service 4 Service 5 Service 6
Technical Service Catalogue
Software Support Applications CapabilityDatabasesHardware
Keeps service information away from business information
Provides accurate and consistent information enabling
service-focussed working

27. Service Level Management
 Service Level Agreement
– Operational Level Agreements
 Internal
– Underpinning Contracts
 External Organisation
 Supplier Management
– Can be an annexe to a contract
– Should be clear and fair and written in easy-to-understand, unambiguous
language
 Success of SLM (KPIs)
– How many services have SLAs?
– How does the number of breaches of SLA change over time (we hope it
reduces!)?

28. Things you might find in an
SLA
Service Description Hours of operation
User Response
times
Incident Response
times
Resolution times
Availability &
Continuity targets
Customer
Responsibilities
Critical operational
periods
Change Response
Times

29. Types of SLA
 Service-based
 All customers get same deal for same services
 Customer-based
 Different customers get different deal (and different cost)
 Multi-level
 These involve corporate, customer and service levels and avoid
repetition

30. Right Capacity, Right Time,
Right Cost!
This is capacity management
 Provide the required IT Infrastructure in a cost effective
manner while also meeting it’s requirements
 Ensure optimum utilization of IT infrastructure
 Work on current & future needs
 Balances Cost against Capacity so minimises costs while
maintaining quality of service

31. Is it available?
Availability Management
 Ensure that IT services matches or exceeds agreed targets
 Lots of Acronyms
– Mean Time Between Service Incidents
– Mean Time Between Failures
– Mean Time to Restore Service
 Resilience increases availability
– Service can remain functional even though one or more of its
components have failed

32. ITSCM – what?
IT Service Continuity Management
 To create & manage IT service continuity & recovery plans
 To reduce potential disaster occurrence
 To negotiate & manage necessary contracts with 3rd parties
 Ensures resumption of services within agreed timescale
 Business Impact Analysis informs decisions about resources
 E.g. Stock Exchange can’t afford 5 minutes downtime but 2 hours
downtime probably wont badly affect a departmental accounts
office

33. Supplier Management
 Manage supplier relationship & performance
 Ensure the Right & Relevant contracts with supplier
 Manage the contracts throughout their lifecycle
 Create & maintain Supplier Policy, List & Contracts
Database

34. Information Security
Management
 Confidentiality
 Making sure only those authorised can see data
 Integrity
 Making sure the data is accurate and not corrupted
 Availability
 Making sure data is supplied when it is requested

35. Service Transition
 Build
 Deployment
 Testing
 User acceptance
 Bed-in

36. Good service transition
 Set customer expectations
 Enable release integration
 Reduce performance variation
 Document and reduce known errors
 Minimise risk
 Ensure proper use of services

37. Knowledge management
 Knowledge Management = Gather, Analyze, Store & Share the knowledge
 Vital to enabling the right information to be provided at the right place and the
right time to the right person to enable informed decision
 Stops data being locked away with individuals
 Make sure that a Right & Relevant information at Right time is available for
organization’s requirements (e.g. Customer details, contract/SLA data)

38. Service Asset and
Configuration
SACM = Know what you have
 Managing these properly is key
 Provides Logical Model of Infrastructure and Accurate
Configuration information
 Controls assets
 Minimised costs
 Enables proper change and release management
 Speeds incident and problem resolution

39. Configuration Management
System
Service
Management KB
Asset and
Configuration Info
Change Data
Release Data Application Data Document
Definitive Media
Library
Configuration
Management DB

40. Change Management – or what
we all get wrong!
Change Management = Minimize the Impact of Change
 Respond to customers changing business requirements
 Respond to business and IT requests for change that will align the services
with the business needs
 Roles
– Change Manager
– Change Authority
 Change Advisory Board (CAB)
 Emergency CAB (ECAB)
 80% of service interruption is caused by operator error or poor change
control (Gartner)

41. Change Types
 Normal
 Non-urgent, requires approval
 Standard
 Non-urgent, follows established path, no approval needed
 Emergency
 Requires approval but too urgent for normal procedure

42. Change Advisory Board
 Change Manager (VITAL)
 One or more of
– Customer/User
– User Manager
– Developer/Maintainer
– Expert/Consultant
– Contractor
 CAB considers the 7 Rs
– Who RAISED?, REASON, RETURN, RISKS, RESOURCES,
RESPONSIBLE, RELATIONSHIPS to other changes

43. Release Management
Release & Deployment Management = Bring in the change
Carefully
 Release is a collection of authorised and tested changes ready for deployment
 A rollout introduces a release into the live environment
 Full Release
– e.g. Office 2007
 Delta (partial) release
– e.g. Windows Update
 Package
– e.g. Windows Service Pack

44. Phased or Big Bang?
 In Big Bang approach the new or changed
component is deployed to all user areas in
one go
 Phased release is less painful but more work
 Deploy can be manual or automatic
 Automatic can be push or pull
 Release Manager will produce a release policy
 Release MUST be tested and NOT by the developer or the
change instigator

45. Service Operation
 Maintenance
 Management
 Realises Strategic Objectives and is where the Value is seen

46. Processes in Service Operation
 Incident Management
 Problem Management
 Event Management
 Request Fulfilment
 Access Management

47. Functions in Service Operation
 Service Desk
 Technical Management
 IT Operations Management
 Applications Management

48. Incident Management
 Deals with unplanned interruptions to IT Services or
reductions in their quality
 Failure of a configuration item that has not impacted a
service is also an incident (e.g. Disk in RAID failure)
 Reported by:
– Users
– Technical Staff
– Monitoring Tools

49. Event Management
 3 Types of events
 Information
 Warning
 Exception
 Can we give examples?
 Need to make sense of events and have appropriate control
actions planned and documented

50. Request Fulfilment
 Information, advice or a standard change
 Should not be classed as Incidents or Changes
 Can we give more examples?

51. Problem Management
 Aims to prevent problems and resulting incidents
 Minimises impact of unavoidable incidents
 Eliminates recurring incidents
 Proactive Problem Management
– Identifies areas of potential weakness
– Identifies workarounds
 Reactive Problem Management
– Indentifies underlying causes of incidents
– Identifies changes to prevent recurrence

52. Access Management
 Right things for right users at right time
 Concepts
 Access
 Identity (Authentication, AuthN)
 Rights (Authorisation, AuthZ)
 Service Group
 Directory

53. Service Desk
Service Desk = Single & the First Point Of Contact
• Local, Central or Virtual
• Examples?
• Single point of contact
• Skills for operators
– Customer Focus
– Articulate
– Interpersonal Skills (patient!)
– Understand Business
– Methodical/Analytical
– Technical knowledge
– Multi-lingual
• Service desk often seen as the bottom of the pile
– Bust most visible to customers so important to get right!

54. Local Service Desk
ABC Ltd.
Delhi
ABC Ltd.
Hyderabad
ABC Ltd.
Bangalore
ABC Ltd.
Pune
SD
SD
SD
SD
The desk is co-located within or physically close to user premises

55. Centralized Service Desk
ABC Ltd.
Delhi
ABC Ltd.
Hyderabad
ABC Ltd.
Bangalore
ABC Ltd.
Pune
Helpdesk
011-232425
Single Service Desk at a possible central location
Can be a group of service desks Integrated at a single location

56. Virtual Service Desk
ABC Ltd.
Delhi
ABC Ltd.
Hyderabad
ABC Ltd.
Bangalore
ABC Ltd.
Pune
SD
London
SD
SydneySD
Beijing
SD
New York
Networ
k
Cloud
1800XX
1st Caller
Answer to
1st Caller
1800XX
3rd Caller
Answer to
3rd Caller
1800XX
2nd Caller
Answer to
2nd Caller
1800XX
4th Caller
By using the extensive technology, an appearance of a single / centralized desk
Primarily used in Off-shoring kind of services

57. Follow the SUN
Indian Standard Time
Responding
SD Region
10 AM 3 PM 8 PM 1 AM5 AM
AUS
USA
EST
UK
IND
USA
PAC
24 Hrs of Desk
Team which is in Day time picks up the call

58. Continual Service Improvement
 Focus on Process owners and Service Owners
 Ensures that service management processes continue to
support the business
 Monitor and enhance Service Level Achievements
 Plan – do –check – act (Deming)

59. Service Measurement
 Technology (components, MTBF etc)
 Process (KPIs - Critical Success Factors)
 Service (End-to end, e.g. Customer Satisfaction)
 Why?
– Validation – Soundness of decisions
– Direction – of future activities
– Justify – provide factual evidence
– Intervene – when changes or corrections are needed

60. 7 Steps to Improvement
What should we
measure?
What can we
measure?
Gather data
Process dataAnalyse data
Present and use
info
Corrective action

61. ITIL Roles
 Process Owner
– Ensures Fit for Purpose
 Process Manager
– Monitors and Reports on Process
 Service Owner
– Accountable for Delivery
 Service Manager
– Responsible for initiation, transition and maintenance.
Lifecycle!

62. More Roles
 Business Relationship Manager
 Service Asset & Configuration
 Service Asset Manager
 Service Knowledge Manager
 Configuration Manager
 Configuration Analyst
 Configuration Librarian
 CMS tools administrator

63. Functions and Processes
 Process
– Structured set of activities designed to accomplish a defined
objective
– Inputs & Outputs
– Measurable
– e.g. ??
 Function
– Team or group of people and tools they use to carry out one
or more processes or activities
– Own practices and knowledge body
– e.g. ??

64. ITIL Results
Proven Results:
(IDC study of companies who implemented ITIL solutions)
 >50% decrease in system & network downtime
 >30% improvement in IT staff productivity
 >25% improvement in bringing new services online
64

65. Official ITIL Resources
OGC Site The Office of Government Commerce (The official owners of ITIL)
www.ogc.gov.uk; www.itil.co.uk
APM Group (The official ITIL certification and exam provider)
www.apmgroup.co.uk ; www.itil-officialsite.com/home/home.asp
TSO (The official ITIL publishers) - to order the ITIL books
www.tso.co.uk ; www.tso.co.uk/itil
Other Stakeholders
– itSMF (The World's Largest ITIL User Group)
www.itsmf.com; www.itsmf.ca; www.itsmfusa.org
– EXIN - www.exin-exams.com
– Loyalist College - www.itilexams.com
– ISEB - www.bcs.org/iseb

67. Thank you.