Slideset for ITIL Foundation Training

1. ITIL FOUNDATION

12. ITIL Publication Framework The Business The Business Perspective The Technology IT Service Management Planning to implement IT Service Management Application Management ICT Infrastructure Management IT Service Delivery IT Service Support IT Security Management

13. Support and Delivery processes Service Su pp ort Service Desk Incident Management Problem Management Configuration Management Change Management Release Management Service Deliver y Capacity Management Availability Management IT Service Continuity Management Financial Management for IT Services Service Level Management

15. Processes in theory Input Output Process Activities Responsibilities Roles Quality parameters Key Performance Indicators Resources Competencies Process goal Process owner Materials, Machines, Information, Labour. Services, Products, Information, Reports

16. Processes in real life Process IT Department email Service Unit Service Desk Technical Support Network Management Application Support Application Development Application Maintenance

19. Configuration Management

23. Process activities Planning Identification Control Status Accounting Verification & Audits

26. A possible design of the CMDB

36. Service Desk

45. Incident Management

52. Process activities Detection & recording Classification & Initial support Investigation & Diagnosis Resolution & Recovery Closure Service Request Procedure Service Request ? Monitoring & Tracking

55. Priority coding - example Priority code Description Target resolution time 1 Critical 1 hour 2 High 8 hours 3 Medium 24 hours 4 Low 48 hours 5 Planning Planned Incident Priority Impact High Medium Low Urgency High 1 2 3 Medium 2 3 4 Low 3 4 5

57. Matching - example

58. Escalation paths Service Request Procedure Detect, Record & Classifiction Service Request? Initial Support Resolved? Resolution, Recovery Investigation Diagnose Resolved? Resolution, Recovery Investigation Diagnose Resolved? Resolution, Recovery Incident Closure Yes No Yes No Yes No Et cetera Third Level Second Level First Level

62. Problem Management

67. Problem Control Problem identification and recording Problem classification Problem investigation and diagnosis Root cause analysis Tracking and monitoring of Problems Incident database, 3 rd party information, etc. Error (to Error-Control)

68. Error Control Error identification and recording Error assessment Error resolution Recording (KE) Tracking and monitoring of Errors Information from Problem Control Review results and close the associated records RfC Change successfully implemented

69. Problems, Errors and Known Errors RfC Incident Control Problem Control Solved? Solved Closed Closed User Closed PIR Error Control Work around Incident Management Problem Management Change Management Problem Incident Error Known Error Change KEDB

73. Fire fighting or … ? Do we want our fire fighters to stop fighting fire and start a discussion on the origins of that fire?

75. Change Management

79. Change & Project Management Registration and classification Change Management Project Management Approval Authorization and Implementation Evaluation (PIR) Monitoring and Planning Building Testing Implementation Change Monitoring

80. The Request for Change (RfC) The RfC should detail as many aspects of the Change as possible. Impact Resource estimation Business justification Cost … Back-out Deadline Originator CI’s RfC

85. CAB agenda - example

88. Release Management

92. The holistic approach

95. DSL, DHS and the CMDB DSL/DHS Physical CI’s CMDB Logical CI’s Release Record Build new Releases Test new Releases Distribute new Releases to live locations Implement new Releases

97. Capacity Management

100. Process activities Business Capacity Management (BCM) Service Capacity Management (SCM) Resource Capacity Management (RCM) CDB Capacity Plan production The Capacity Plan Application sizing Demand Management Modelling

106. Availability Management

110. Resilience Server Network Host = 89.89% 98% 98% 97.5% Workstation 96% Server Network Host = 91.69% 99.96% 98% 97.5% Workstation 96% Host

111. The Extended Incident Lifecycle Incident Recover Diagnosis Incident Restore MTBF – Mean Time Between Failures (uptime) Response Time Detection Time MTBSI – Mean Time Between System Incidents (reliability) MTTR - Mean Time To Repair (downtime) Repair Detection Repair Time Recovery Time

114. IT Service Continuity Management

122. Financial Management for IT Services

129. Service Level Management

132. Elements of an SLA General Introduction Parties Signatures Service Description Reporting & reviewing Content Frequency Support Service Hours Support Change Procedures Escalation Delivery Availability Reliability Throughput Transaction response times Batch turnaround times Contingency Price Security!!!

133. Several documents User User User User IT Services IT Systems IT Systems Application support Network support Development Hardware Suppliers Software Suppliers Telecom Providers Customer Internal Suppliers External Suppliers Service Level Agreement IT Service Provider Operational Level Agreement Underpinning Contracts

134. The overall picture Service Catalogue Service Level Reports Service Level Agreements Service Level Requirements Specification Sheets Operational Level Agreements Underpinning Contracts Customer Supplier IT-organization Service Improvement Program Service Quality Plan