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IT LIB presentation for I T I L Infrastructure LIBRARY
1. ITIL LIFECYCLE: A
WISE WAY OF
DECISION MAKING
BY: REI PICAR , JIMBOY LAPARAN & DARWIN CUSTACIO ORDONIA
IT RESOURCE SPEAKER FOR 4TH YEAR BSIT STUDENTS OF TECHNOLOGICAL UNIVERSITY OF THE PHILIPPINES MANILA
4. CERTIFICATIONS
NSE 1: Network Security Associate
Certification authority: Fortinet
License: qk2tqcPMyg
Microsoft Certified Solutions Associate: Windows Server 2012
Certification authority: Microsoft
License: G911-0511
Microsoft Certified Professional
Certification authority: Microsoft
License: G404-3871
Microsoft Technology Associate: Windows Server Administration Fundamentals
Certification authority: Microsoft
License: G204-8872
CompTIA A+ Certified CE
Certification authority: CompTIA
License: COMP00102084902
National Certificate II - Computer Hardware Servicing (CHS)
Certification authority: Technical Education and Skills Development Authority (TESDA)
License: 0913030216494
5. WORK EXPERIENCE
Tier 2, Managed Services Engineer (Wintel | NOC | Backup and Recovery)
Blackpoint IT Services | National Capital Reg, Philippines Oct 2018 – Present
Analyst, IT Infrastructure
HCL Technologies (Infrastructure Services Division) |National Capital Reg, Philippines Feb 2018 – Sept 2018
IT Service Desk - Level 1.5
Transcosmos Information Systems Philippines (Formerly Merlin IS) |National Capital Reg, Philippines Jan 2017 – Feb 2018
IT Service Desk - Senior Process Executive
Infosys BPO Limited | National Capital Reg, Philippines , Dec 2015 - Dec 2016
Remote Desktop Support Specialist
People Plus Tech, Deployed in Accenture Philippines| National Capital Reg, Philippines, Jun 2013 - Jun 2015
6. PROJECTS AND ACHIEVEMENTS
Microsoft Rising Star
Microsoft Community
May 2015
Bronze Performer of the Year , IT Service Desk
Infosys BPO Ltd.
Nov 2016
Knowledge Management: Process Author
Transcosmos Information Systems
July 2017 – Jan 2018
Support VBA for IT Analyst
HCL Technologies
Apr 2018
9. WORK EXPERIENCE
I.T Support – Project Based
RCBC – PLDT Redemption Center | G. Floor Greepa Life Building Buendia Ave. Makati City ( July 2013 – November 2014
)
Back Office and Network Support
Globe Telecom | Globe Telecome Tower II, Mandaluyong City ( November 2014 – December 2015)
MIS Technical Support / I.T Officer
Homeworks, The homecenter | Ermita Manila ( January 2016 – January 2017)
System and Network Administrator
Circus International Philippine Inc. / HalloHallo Inc. | Pacific Star Building Buendia Ave corner Makati Ave (2017 –
Present)
10. PROJECT AND ACHIEVEMENTS
• MNL48 ( I.T Supervisor)
• Movie Stars Café ( I.T Supervisor)
• Dean Lister (3rd year)
• SK Secretary Barangay II Lian Batangas (2010 – 2014)
13. WORK EXPERIENCE
System Administrator
Compass Callhub Inc. | 9th F Octagon Center, San Miguel Avenue, Ortigas Center, Pasig City (
June 2016 – November 2017 )
System Administrator
Allcard Inc. | 48th Floor, One San Miguel Avenue Condominium, San Miguel Ave, corner Shaw
Blvd, Ortigas Center, Pasig, 1605 Metro Manila ( Dec 2017 – Present )
15. CONTENTS
• Introduction
• Benefits of ITIL
• ITIL Core concepts
• ITIL Main Functions
• ITIL Service Lifecycle
• IT Service Management
• Service Desk Function
• Information Security Management
• Change Management
• Knowledge Management
• Incident Management
• Problem Management
• Service Level Agreement
16. INTRODUCTION
ITIL
This is a standard set of best practices on how to best manage an IT in a
company
ITIL describes processes, procedures, tasks, and checklists which are not
organization-specific nor technology-specific, but can be applied by an
organization for establishing integration with the organization's strategy,
delivering value, and maintaining a minimum level of competency. It allows the
organization to establish a baseline from which it can plan, implement, and
measure. It is used to demonstrate compliance and to measure improvement.
There is no formal independent third party compliance assessment available for
ITIL compliance in an organisation.
17. INTRODUCTION
Why was ITIL Created
Create comprehensive,, consistent and coherent codes of Best Practice for
quality IT Service Management
Instead of shotgun approach, ITIL was created to standardized the process of
handling Incidents, Service Requests, Change Management etc.
18. INTRODUCTION
History of ITIL
The ITIL concept emerged in the 1980s, when the British government determined that the level of IT service quality provided to them
was not sufficient. The Central Computer and Telecommunications Agency (CCTA), now called the Office of Government Commerce
(OGC), was tasked with developing a framework for efficient and financially responsible use of IT resources within the British
government and the private sector.
The earliest version of ITIL was actually originally called GITIM, Government Information Technology Infrastructure Management.
Obviously this was very different to the current ITIL, but conceptually very similar, focusing around service support and delivery.
Large companies and government agencies in Europe adopted the framework very quickly in the early 1990s. ITIL was spreading far
and, and was used in both government and non-government organizations. As it grew in popularity, both in the UK and across the
world, IT itself changed and evolved, and so did ITIL.
In year 2000, The CCTA merged into the OGC, Office for Government Commerce and in the same year, Microsoft used ITIL as the basis
to develop their proprietary Microsoft Operations Framework (MOF).
In 2001, version 2 of ITIL was released. The Service Support and Service Delivery books were redeveloped into more concise usable
volumes. Over the following few years it became, by far, the most widely used IT service management best practice approach in the
world.
In 2007 version 3 if ITIL was published. This adopted more of a lifecycle approach to service management, with greater emphasis on IT
business integration.
19. INTRODUCTION
ITIL V4 Certification
As the ITIL core is remaining the same, AXELOS has indicated that all current ITIL Certificates will remain valid. If you are studying
now for ITIL V3, don’t fret as what you are learning now will still be important but it may be wise to hold off on getting the certification
until the new extended version is available. There will also be ways for existing ITIL V3 professionals to upgrade to V4.
ITIL 4 Release Date
According to announcements made by AXELOS, ITIL 4 is expected to launch in the first quarter of 2019 (between January and March
2019). The specific dates are yet to be announced by the company.
20. BENEFITS OF ITIL
• There are six high-level benefits of ITIL® that are achieved by aligning
process areas with a desired business outcome. ITIL focuses on solving
business issues rather than just improving IT capabilities.
• As a set of practices that imparts practical and strategic guidance for IT
service management, the overall goal of ITIL is to improve the business
service. The business service will be improved when its support system –
the specialized capabilities of the process, people, suppliers, and technology
– is optimized.
21. BENEFITS OF ITIL
The top six benefits of ITIL are:
• Stronger alignment between IT and the business
• Improved service delivery and customer satisfaction
• Reduced costs through improved utilization of resources
• Greater visibility of IT costs and assets
• Better management of business risk and service disruption or failure
• More stable service environment to support constant business change
23. ITIL CORE CONCEPTS
• Services: delivering value to customers without requiring the customer to own
specific costs and risks!
• Service Management: Set of specialized capabilities for delivering value to
customers in the form of services.
• Service Provider: Organization supply service to internal/External customers.
• Processes: Structured set of activities designed to achieve a specific objective.
• Functions: group of people & tools carry out one or more process/activity to do
specific task
• Role: Collections of responsibilities and authorities given to person inside
process/Function
24. ITIL CORE CONCEPTS
Standard roles include…
Service manager: Accountable for all services (development/improvement)
Product manager: Accountable for a group of related services (development/improvement)
Service owner: Accountable for develop a single service (design/improvement/management).
Responsible to the customer for initiation, transition and ongoing maintenance and support
Process owner: Accountable for develop a single process (design/improvement/management)
Process manager: Accountable for a apply single process
Process practitioner: Run some process activities
25. ITIL MAIN FUNCTIONS
1. Service Desk: 1st point of contact in any IT issues in a company
2. Technical Management: Accountable in any infrastructure issues in a company
(Servers, Network, End User Computing)
3. Application Management: Accountable in any application issues in a company (Web
based/Lan Based)
4. IT Operation Management: day to day maintenance
– Operations Control: regular maintenance cycle (Daily backup,..)
– Facilities Management: maintain Facilities (AC, power maintenance)
26. ITIL SERVICE LIFECYCLE
1. Service strategy
2. Service design
3. Service transition
4. Service operation
5. Continual service improvement
Plan Do Check Act
27. IT SERVICE MANAGEMENT
IT Service Management is a general term that describes a strategic approach for designing, delivering, managing and improving the way
information technology (IT) is used within an organization. The goal of every IT Service Management framework is to ensure that the
right processes, people and technology are in place so that the organization can meet its business goals.
Roles in IT Service Management
R – Responsible The person or people responsible for correct execution – for getting the job done
A – Accountable The person who has ownership of quality and the end result. Only one person can be accountable for each task
C – Consulted The people who are consulted and whose opinions are sought. They have involvement through input of knowledge and
information
I – Informed The people who are kept up to date on progress. They receive information about process execution and quality
28. SERVICE DESK FUNCTION
Difference Between a Service Desk, a Call Center and a Help Desk
Service desk is similar to a call center but differs in the way it functions. You can say that a call center is
the interface between a customer and a company representative. And, calls made by the customer land in
a call center and a call center employee's communication does not go beyond customers and vice versa.
Call centers only exchange information and do not indulge in resolving technical issues.
In a service desk, a service desk agent communicates with the user/customer (as in a call center) and
alongside, they interact between the technical people who resolve issues, third party service providers, and
other departments within the company. So, their interactions are multi-dimensional and apart from the
communication, there are other responsibilities that are bound to the service desk function which I am
going to discuss in the reminder of this article.
In between a call center and a service desk, you have another entity called as a help desk which is not a
part of ITIL®. A help desk is a call center which is capable of resolving technical issues. They do not liaise
with any other resolver groups, third party service providers and other departments.
29. SERVICE DESK FUNCTION
Responsibilities of a Service Desk
Being a single and first point of contact with customers/users, resolver groups, third
party service providers and other departments, is not the only responsibility of the
service desk, although it is their primary role.
The service desk is responsible for taking ownership of issues that are reported by
users, and track the issue until closure. At different stages of issue resolution, they
have to communicate with the users and other stakeholders apprising them of the
resolution status.
30. SERVICE DESK FUNCTION
Different Types of Service Desks
The Local Service Desk
If the organization decides to set up a service desk in each of the eight locations, they would be setting up a local service desk. Calls from the Indian
location would land in the India service desk, UK calls in the UK service desk, and so on. You get the idea, right?
The Centralized Service Desk
As the name suggests, the service desk is located centrally and all company locations dial into the centralized service desk. And, it is up to the
company to decide on the extent of centralizing it.
For example, they may decide to have a centralized service desk for the US located in one of the locations and another covering UK and India. At the
end of the day, it is the company's decision and they will need to think over cost implications mainly, along with availability of personnel, office space,
etc.
Follow the Sun
is a support model which works best for service desks that work around the clock, i.e 24 hours a day and 7 days a week.
The organization which we are using in our example has offices spread worldwide and the Follow the Sun support model works wonderfully well for
it. We can strategically place service desks in the US, Australia and India to provide 24X7 support to all locations.
The concept works something like this: During the US day time, service desk in the US is operational, and all calls from each of the eight locations
land in the US service desk. As the sun moves away from the US and towards Australia, the service desk function is picked up by the Aussie
counterparts and all the calls land in Australia, and the same process follows when the sun moves towards India. Hence, the name Follow the Sun.
The Follow the Sun service desk works best for larger organizations with bases spread across the globe, similar to our example.
31. INFORMATION SECURITY MANAGEMENT
Information Security Management aims to ensure the confidentiality, integrity and
availability of an organization's information, data and IT services. ITIL Security
Management usually forms part of an organizational approach to security management
which has a wider scope than the IT Service Provider.
These are the Information Management sub-processes and their process objectives:
Design of Security Controls: To design appropriate technical and organizational measures in order to ensure the
confidentiality, integrity, security and availability of an organization's assets, information, data and services.
Security Testing: To make sure that all security mechanisms are subject to regular testing.
Management of Security Incidents: To detect and fight attacks and intrusions, and to minimize the damage
incurred by security breaches.
Security Review: To review if security measures and procedures are still in line with risk perceptions from the
business side, and to verify if those measures and procedures are regularly maintained and tested.
32. CHANGE MANAGEMENT
This is a process of modifying, adding, removing anything that could impact
IT services.
Change Request requirements
1. What is the reason for this Change?
2. Expected outcome of this Change:
3. Risk Associated with implementing this Change:
4. Impact Scope (System Affected by Change):
5. Change Implementation Plan:
6. Change Test Plan and Results:
34. CHANGE MANAGEMENT
Change Management Process
1. Change Owner will initiate a request for change (RFC)
2. Change Coordinator will check if the request for change has complete requirements. Requirements: Reason,
Outcome, Risk, Impact, Plan
3. If Request for Change (RFC) has complete details, Change Coordinator will forward the Request for Change
to the Change Manager. If no, Change Coordinator will put the change request status in pending until the
change request details is completed
4 Change Manager will check if the Request for Change Valid. If yes, Change manager will approve the change
request and will forward the RFC to the change owner. If no, Change manager will close the Request for
change (RFC)
Change Owner: This is the Person who raised the change request.
Change CAB: Change Advisory Board are the group of people that helps the Change Manager in
making decision in every change request
Change Manager: Change Manager is the one who decides whether to implement the change
35. CHANGE MANAGEMENT
Change types
Change Management supports the three types of service changes ITIL describes — standard, emergency and normal. The change type
determines which state model is invoked and the change process that must be followed.
Standard change
A standard change is a pre-authorized change that is low risk, relatively common and follows a specified procedure or work instruction.
Ex: Server Patching
Emergency change
A change that must be implemented as soon as possible, for example to resolve a major incident or implement a security patch. It is of such a
high priority that it bypasses group and peer review and approval and goes straight to the Authorization state for approval by the CAB
approval group.
Ex: Root Cause Analysis after a major incident occurred
Normal change
Any service change that is not a standard change or an emergency change.
Ex: Server Decommission
Any service change that is not a standard change or an emergency change.
Normal change
Any service change that is not a standard change or an emergency change.
36. KNOWLEDGE MANAGEMENT
Knowledge management (KM) is the process of creating, sharing, using and
managing the knowledge and information of an organization. It refers to a
multidisciplinary approach to achieving organizational objectives by making the
best use of knowledge.
Why Knowledge Management is important in an organization?
Speed up access to information and knowledge
Improve decision-making processes
Improve the efficiency of an organization’s operating units and business
processes
37. KNOWLEDGE MANAGEMENT
UNDERSTANDING ; DATA, INFORMATION, KNOWLEDGE & WISDOM
Data is conceived of as symbols or signs, representing stimuli or signals.
Information is defined as data that are endowed with meaning and purpose.
Knowledge is a fluid mix of framed experience, values, contextual information, expert insight and grounded intuition that provides an
environment and framework for evaluating and incorporating new experiences and information. It originates and is applied in the minds of
knowers. In organizations it often becomes embedded not only in documents and repositories but also in organizational routines, processes,
practices and norms.
Wisdom is the ability to increase effectiveness.
Wisdom adds value, which requires the mental function that we call judgment. The ethical and aesthetic values that this implies are inherent
to the actor and are unique and personal.
38. INCIDENT MANAGEMENT
Incident in an event which interrupts the IT service. It could be as simple as single user issue or multiple users affected globally.
Incident Severity Identification
Impact defines the enormity of the situation and mostly deals with “How Many” question. It can be in terms of people, finances, systems,
etc.
Urgency is associated with time. The time it takes to have the perceived Impact. You may think of Urgency as the amount of fuel in an
airborne plane. The fuel will run out after a certain time and that duration will define your urgency. If the fuel is expected to run out
before the first landing attempt then urgency would be higher as compare to running out before the second or third landing attempts.
Priority is defined as a function of urgency, some organizations use Priority = Impact + Urgency and others use Priority = Impact *
Urgency. Regardless, the end result is a priority for a particular scenario.
39. INCIDENT MANAGEMENT
• The incident process
In ITIL, incidents go through a structured workflow that encourages efficiency and best results for both providers and
customers. ITIL recommends the incident management process follow these steps:
• Incident identification
• Incident logging
• Incident categorization
• Incident prioritization
• Incident response
• Initial diagnosis
• Incident escalation
• Investigation and diagnosis
• Resolution and recovery
• Incident closure
40. PROBLEM MANAGEMENT
Problem management is one aspect of ITIL implementation that gives many organizations
headaches. The term “problem” refers to the unknown cause of one or more incidents.
The scope of problem management
Problem management has a very limited scope and includes the following activities:
Problem detection
Problem logging
Problem categorization
Problem prioritization
Problem investigation and diagnosis
Creating a known error record
Problem resolution and closure
Major problem review
41. PROBLEM MANAGEMENT
The problem management process
The ITIL problem management process has many steps, and each is vitally important to the success of
the process and the quality of service delivered.
The first step is to detect the problem. A problem is raised either through escalation from the service desk, or through proactive evaluation of
incident patterns and alerts from event management or continual service improvement processes. Signs of a problem include incidents that
occur across the organization with similar conditions, incidents that repeat despite otherwise successful troubleshooting, and incidents that
are unresolvable at the service desk.
The second step is to log the problem. In an ITIL framework, problems are logged in a problem record. A problem record is a compilation of
every problem in an organization. This can be accomplished via a ticketing system that allows for problem ticket types. Pertinent problem
data, such as the time and date of occurrence, the related incident(s), the symptoms, previous troubleshooting steps, and the problem
category all help the problem management team research the root cause.
The third step is to categorize the problem. Problem categorization should match incident categorization. Incident [and problem]
categorization involves assigning a main and secondary category to the issue. This step is beneficial in several ways. One benefit is that it
allows the service desk to sort and model incidents that occur regularly. The modeling allows for automatic assignment of prioritization. The
third and most important benefit is the ability to gather and report on service desk data. This data allows the organization to not only track
problem trends, but also to assess its effect on service demand and service provider capacity.
42. PROBLEM MANAGEMENT
The fourth step is to prioritize the problem. A problem’s priority is determined by its impact on users and on the business and its urgency. Urgency is how quickly the
organization requires a resolution to the problem. The impact is a measure of the extent of potential damage the problem can cause the organization. Prioritizing the
problem allows an organization to utilize investigative resources most effectively. It also allows organizations to mitigate damage to the service level agreement (SLA)
by reallocating resources as soon as the issue is known.
The fifth step is a two-part process, which involves investigating and diagnosing the problem. The speed at which a problem is investigated and diagnosed depends on
its assigned priority. High-priority issues should always be addressed first, as their impact on services is the greatest. Correct categorization helps here, since
identifying trends is easier when problem categories correlate to incident categories. Diagnosis usually involves analyzing the incidents that lead to the problem
report as well as further testing that may not be possible at the service desk level, such as advanced log analysis.
The sixth step is to identify a workaround for the problem. A workaround should always be indicated, because problems are not resolved at the incident level. A
workaround enables the service desk to restore services to users while the problem is being resolved. A problem can take anywhere from an hour to months to
resolve, therefore a workaround is vital. A problem is considered open until resolved, so a workaround should only be considered a temporary measure.
Step seven is to raise a known error record. Once the workaround has been identified, it should be communicated to staff within the organization as a known error.
It’s good practice to record a known error in both an incident knowledge base and what ITIL calls a known error database (KEDB). Documenting the workaround
allows the service desk to resolve incidents quickly and avoid further problems being raised on the same issue.
Step eight is to resolve the problem. Problems should be resolved whenever possible. Resolution resolves the underlying cause of a set of incidents and prevents those
incidents from recurring. Some resolutions may require the change management board, as they may affect service levels. For example, a database switchover may
cause slowness during the switchover period. All risks should be evaluated and accounted for before implementing the resolution. Document the steps taken to
resolve the problem in the organization’s knowledge base.
The ninth step is to close the problem. This step should only occur after the problem has been raised, categorized, prioritized, identified, diagnosed, and resolved.
While many organizations stop at this step, it isn't the last according to ITIL.
The final step is to review the problem. This is also known as a major problem review. The major problem review is an organizational activity that prevents future
problems. During the review, the problem management team evaluates the problem documentation and identifies what happened and why. Lessons learned, such as
process bottlenecks, what went wrong, and what helped should be discussed. This is where having a complete problem log will help. A completed log will work much
better than trying to pull the details from memory. This problem review should result in improved processes, staff training, or more complete documentation.
43. SERVICE LEVEL AGREEMENT
A service level agreement is a formal or informal contract between internal or external and the end user of the service. It specifies what the
client will receive and clarifies what is expected of the service provider.
Why Service Level Agreement is important to a business
1. Sets Clear and Measurable Guidelines
An SLA is key to ensure you and your service provider are on the same page in terms of standards and service. Through creating a service level agreement, you and
your provider can work through your expectations and ensure you’re on the same page. Establishing clear and measurable guidelines is important as it reduces the
chances of disappointing the client and provides the client with recourse if obligations aren’t met.
2. Provides Recourse for Unmet Service Obligations
If your service provider fails to meet their obligations, there can be significant consequences for your organization's reputation and bottom line. In your SLA, you
should include consequences if performance standards are not met. These monetary penalties may be able to assist your organization if losses are incurred. It also
protects your organization and holds your provider accountable.
3. Provides Peace of Mind
An SLA can provide peace of mind to the client. They have a contract they can refer to that allows them to hold their service provider accountable and details
exactly the type of service they expect. If agreed upon needs aren’t met, they can mitigate some of the impacts by monetary compensation through their provider.
For some organizations, this may provide peace of mind and assurance.
Conclusion
An SLA is key in protecting your organization and ensures you have a successful relationship with your provider. Mutual understanding in terms of performance
standards are important to establish a positive experience for all involved parties. Any service provider you choose should be more than happy to create an SLA
with you. However, having an SLA isn’t enough. Always remember to review the contract as your business grows or changes. Your needs may change over time and
your SLA should always reflect your organization's evolving needs.
44. OTHER RESOURCES USED
Aside from my knowledge and experience in ITIL, I used other resources to deliver
it in a more efficient way so I used different sites and blogs from the internet
Below are other resources that I used to make this happen
https://info.cloudcarib.com/blog/3-reasons-why-you-need-to-have-an-sla-with-your-service-provider
https://www.bmc.com
https://www.wikipedia.org/
https://kvaes.wordpress.com/2013/05/31/data-knowledge-information-wisdom/
https://www.slideshare.net/dwslaterjr/introduction-to-itil-slide-share
https://www.slideshare.net/engrafie/itil-76849281
https://www.ontotext.com/knowledgehub/fundamentals/dikw-pyramid/
45. All Glory to God!!
"Trust the Lord completely, and don’t depend on your own
knowledge. With every step you take, think about what he
wants, and he will help you go the right way"
Proverbs 3:5-6 ERV
