The document provides an overview of an ITIL training session presented by Nas Khilji. The session covered: 1) The benefits and contributions of ITIL for organizational IT service management in the UK, including an overview of ITIL V3. 2) How to embed ITIL processes and functions into an organization's IT services, including roles, service strategy, service design, service transition, service operation, and continual service improvement. 3) ISO/IEC 20000 and how it relates to ITIL as the international standard for IT service management based on ITIL best practices.

1. Nas Khilji
ITIL Training
UNIVERSITY OF WEST LONDON, UK
12/ 11/ 2014
Training Facilitator
Nasrullah Khilji

2. Nas Khilji
Training Session
12 / 11/2014
Benefits / Contributions of the ITIL to Organizational IT
Service in the UK (Including briefing of ITIL V3)
Session BREAK
How to Embed the ITIL into Organizational IT Services
(Including industrialization and promotion of the ITIL & ISO/IEC20000)

3. Nas Khilji
What is ITIL?
 Systematic approach to high quality IT service
delivery
 Documented best practice for IT Service
Management (ITSM)
 Provides common language with well-defined terms
 Developed in 1980s by what is now The Office of
Government Commerce (OGC) in UK
 ITSMF also involved in maintaining best practice
documentation in ITIL
– ITSMF is global, independent, not-for-profit forum

4. Nas Khilji
Moving Forward
What About v3 ?

5. Nas Khilji
What About v3 ?
ITIL started in 80s.
– 40 publications!
v2 came along in 2000-2002
– Still Large and complex
– 8 Books
– Talks about what you should do
v3 in 2007-2011
– Much simplified and rationalised to 5 books
– Much clearer guidance on how to provide service
– Easier, more modular accreditation paths
– Keeps tactical and operational guidance
– Gives more prominence to strategic ITIL guidance relevant to
senior staff
– Aligned with ISO20000 standard for service management

6. Nas Khilji
ITIL v3 was completely updated and released during May /
June, 2007, and has been further reviewed and updated in 2011.
Based on ITIL v2 Service Support and Service Delivery
publications, ITIL v3 now comprises the following 5
publications:
ITIL v3 (2011)

7. Nas Khilji
Major Challenges
for the ITIL
 Today’s business environment is tough, especially for those
delivering IT services.
 People expect IT to work all the time, and, if it fails, to be
fixed instantly.
 The demand for better standards of service (i.e. ITSM) rises
continually while the pressure to reduce cost becomes greater
each year.
 The way through this, and to become one of a growing number
of organisations that does provide effective, efficient IT
services for a highly competitive cost, is to adopt a proven
IT Service Management FRAMEWORK.

8. Nas Khilji
ITIL Benefits

9. Nas Khilji
 Continuous improvement in the quality of IT service
provision
 Reduced long term costs in the development and delivery of
IT services
 Reduced risk of not being able to meet business objectives
 Better communication between IT and the business
 Greater productivity and best use of skills
 Ability to absorb a high rate of change
 IT staff are provided with best practice guidance
 Compliance to procedures that are auditable
Acquiring Major
ITIL Benefits

10. Nas Khilji
 Provides common language for IT.
 Provides not only a methodology but guidelines with
best practices.
 Provides the connect processes and procedures.
 Provide a framework i.e. ‘ITSM Framework’.
 Provides a public domain as it is not proprietary.
 Provides service support and delivery.
ITIL
Major Contributions

11. Nas Khilji
ITIL
One Function = Ten Processes
Service Support Service Delivery
 Incident Management
 Problem Management
 Change Management
 Release Management
 Configuration Management
 Service Level Management
 Financial Management
 IT Continuity Management
 Availability Management
 Capacity Management
The Service Desk – A Function

12. Nas Khilji
Benefits
Incident Management
 A disruption in normal
or standard business
operation that affects
the quality of service.
 Goal: restore normal
service as quickly as
possible and minimize
the adverse effect on
business operation.

13. Nas Khilji
Detection & Report
Classification & Support
Investigation & Diagnosis
Resolution & Recovery
Monitoring,
Tracking and
Communication
Incident Closure
Service Request
Escalate
Incident Activities
Managing Benefits

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Service Desk
Function
 SPOC - Single Point of
Contact
 Record and resolve
incidents
 Provide work-around,
escalate if not resolved
 Produce incident reports
 Keep users and customers
informed of progress
 Responsible for incident
life cycle

15. Nas Khilji
ITIL Contributions
Problem Management
A problem is an unknown underlying cause of an error or
failure in the IT infrastructure.
Known error - incidents or problems that the underlying cause
is known (root cause) and a temporary work around or alternative
fix has been identified
Goal:
 Minimize the impact of incidents caused by errors.
 Reduce recurrence of incidents due to these errors.
Error in
Infrastructure
Incidents Problems Known Error RFC
Solutions

16. Nas Khilji
ITIL Contributions
Change Management
Process

17. Nas Khilji
Change Management
Activities
 Log / Filter requests for change (RFC)
 Prioritize and categorize RFCs
 Assessing resource requirements and impact
 Authorize and approve RFCs by Change Advisory Board
 Schedule and build the change
 Create back-out plan and test the change
 Implement and review implemented changes
 Review the change management process

18. Nas Khilji
Service Desk &
Change Management
 Receive and Forward Request for Change
(RFC).
 Provide feedback to users about the changes.
 Ready to support and understand the impact.
 Identify and report failed changes.
 Report and feedback to Change management.

19. Nas Khilji
Session BREAK

20. Nas Khilji
Embedding ITIL
Process & Function
ITIL v3 is the third version of the Information Technology Infrastructure
Library, a globally recognized collection of best practices for managing
information technology (IT).
Embedding ITIL is to coordinate and carry out the activities and processes
required to deliver and manage IT services at agreed levels and also to be
responsible for ongoing management of the Information Technology.
 Managing day-to-day activities and technology
 Executing processes to optimize cost and quality
 Enabling the business to meet its objectives
 Effective functioning of components

21. Nas Khilji
Embedding ITIL
Process & Function

22. Nas Khilji
ITIL v3 (2011)
Process & Function
Service Strategy
 Strategy generation
 Financial management
 Service portfolio management
 Demand management
Service Operation
 Problem & Incident management
 Request fulfilment
 Event & Access management
Service Design
 Capacity, Availability, Info
Security Management
 Service level & Supplier
Management
Service Transition
 Planning and Support
 Release and Deployment
 Asset and Configuration
management
 Change management
 Knowledge Management
Continual Service
Improvement
 Service measurement &
reporting
 7-step improvement
process

23. Nas Khilji
ITIL v3 Lifecycle
Stages Fit Together

24. Nas Khilji
 Execute the policies and
actions defined in Security
and Availability
Management.
 Provide the right for users
to be able to use a service or
group of services.
Embedding ITIL
Access Management

25. Nas Khilji
 Rights Management / Identity Management
 Grant rights to use services to authorized users
 Prevent access to unauthorized individuals
Embedding ITIL
Access Management
 Access/identity/rights
 Request/Verify/Provide
rights/Monitor status/
Tracking access/Removal

26. Nas Khilji
Embedding ITIL
Access Management

27. Nas Khilji
Embedding ITIL
Functions Management
Logical functions to perform specific activities and processes –
not necessarily mapping onto organizational structures or individuals.

28. Nas Khilji
Embedding ITIL
Service Desk
Primary aim is to restore normal service –
in the widest sense as quickly as possible.
 Logging all incidents / service requests,
allocating categorization and prioritization
codes
 First line investigation and diagnosis
 Resolving incidents / service requests
 Escalation as necessary
 Closing all resolved incidents and requests
 Conducting customer satisfaction surveys
 Communication with users - progress,
information
 Updating CMS as agreed and authorized

29. Nas Khilji
Successful ITIL
Service Desk
 Increasing customers and users satisfaction.
 Decrease incident numbers.
 First call resolution goal.
 Accurate incident identification and escalation.
 Excellent communication with other areas.
 SLA compliance.

30. Nas Khilji
Service Desk: TYPES
 Local
 Centralized
 Virtual
 Follow-the-sun
 Specialized

31. Nas Khilji
Embedding ITIL
Technical Management
OBJECTIVE
To help plan, implement and maintain a stable technical infrastructure to
support the organization’s business processes
TECHNICAL MANAGEMENT ROLE
 Custodian of technical knowledge and
expertise related to managing the IT
infrastructure
 Provides the resources to support the IT
management lifecycle

32. Nas Khilji
Embedding ITIL
Operations Management
 Executes the ongoing activities and procedures required to
manage and maintain the IT infrastructure so as to deliver
and support IT services at the agreed service levels
 Continually adapts to business requirements and demand
 To maintain the ‘status quo’ to achieve stability of the
organization’s day-to-day processes and activities
 Regularly scrutinize and improve service at reduced cost,
while maintaining stability
 Swiftly applying operational skills to diagnose and resolve
any IT operations failures that occur

33. Nas Khilji
Common Service Operations
Embedding ITIL

34. Nas Khilji
ISO / IEC 20000
 ISO / IEC 20000 is the first
international standard for IT
service management.
 It was developed in 2005, by
ISO/IEC JTC1/SC7 and
revised in 2011.
 It is based on and intended to
supersede the earlier BS
15000 that was developed by
BSI Group.

35. Nas Khilji
• What are we going to provide?
• Can we afford it?
• Can we provide enough of it?
• How do we gain competitive
advantage?
• Perspective
– Vision, mission and strategic goals
• Position
• Plan
• Pattern
– Must fit organisational culture
Service Strategy

36. Nas Khilji
Four Activities of
Service Strategy
Define the Market
Develop the Offerings
Develop Strategic Assets
Prepare for Execution

37. Nas Khilji
• Availability Management
• Capacity Management
• ITSCM (disaster recovery)
• Supplier Management
• Service Level Management
• Information Security
Management
• Service Catalogue
Management
Design Strategy

38. Nas Khilji
• 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
Service Level
Management

39. Nas Khilji
Configuration
Management Activities
 Plan
 Identify - CI
 Control - CI and
change authorization
 Status Accounting -
keep CI up-to-date
 Audit / Verification -
accuracy
 Report of CI life cycle

40. Nas Khilji
Release
Management
Goals:
1. Plan and oversee successful rollout.
2. Design and implement efficient procedures.
3. Communicate and agree to the rollout plan through
Change Management.
4. Ensure master copies are secured in DSL and DHS.
5. Ensure CMDB is updated and changes are traceable.
o Owner of DSL - Definitive Software Library
o Owner of DHS - Definitive Hardware Store

41. Nas Khilji
Release Management
Activities
 Policy
 Schedule
 Design / Develop
 Build
 Test
 Accept
 Plan Rollout
 Distribute / install
 Review

42. Nas Khilji
Knowledge
Management
 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
 Obvious organisational
advantage

43. Nas Khilji
Wisdom cannot be assisted by technology – it only
comes with experience!
Service Knowledge Information Management System is
crucial to retaining this extremely valuable information
Data
Information
- who, what , where?
Knowledge
- How?
Wisdom
- Why?
Data – Information –
Knowledge – Wisdom

44. Nas Khilji
• 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!
Embedding ITIL
Roles of Key Personnel

45. Nas Khilji
 The common area to
implement ITIL
 Increase customer and
user satisfaction
 IT will be more efficient
and effective
 Decrease IT financial cost
Embedding ITIL
Advantages of ITSM

46. Nas Khilji
Embedding ITIL
7 Steps of Improvement
What should
we measure?
What can we
measure?
Gather data
Process dataAnalyse data
Present and
use info
Corrective
action

47. Nas Khilji
Any Question …