This document provides an overview of IT service management (ITSM) and IT Infrastructure Library (ITIL) best practices. ITSM aims to align IT services with business needs, improve quality, and reduce costs. ITIL provides standard processes for IT service support, including incident management, problem management, change management, and configuration management. The document defines objectives and key performance indicators for evaluating these IT service management processes.

1. ITSM Overview
Drive down costs
Improve utilization
Plan for the future
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2. 2
The Objectives of ITSM
 Align IT services with the ever changing
needs of the business
 Improve the quality of IT services
 Reduce the long-term cost of service
provision
Service Management is all about the delivery of customer-
focused IT services using a process-oriented approach

3. 3
ITIL Overview
Additional Reference: ITIL Version 2, Office of Government Commerce (representing Her Majesty’s Stationary Office) © Crown Copyright.

4. 4
ITIL Best Practices
Objective and Key Performance Indicator Examples
Service Support Objectives KPIs Examples
Incident Management • Restore normal operations as quickly as
possible with the least possible impact
on either the business or the user cost
effectively.
• The definition of how quickly is quickly
should not subject to interpretation.
• The timeframes for Incident resolution
should be defined in the Service Level
Agreements (SLAs) that exist between
the IT Department and the customer.
 Number of Incidents per time period
 Number of Incidents per category
 Number of Incidents per priority level
 Incident resolution performance against
service levels
 Number of closed Incidents per time
period
Problem Management • Minimize the total impact of problems on
the organization.
• Plays an important role in the detection
and repair of problems to prevent their
reoccurrence.
 Reduction in Incidents because the
underlying causes are removed
 The time that is needed to resolve
Problems
 The other costs that are incurred
associated with the resolution
Service Support

5. 5
ITIL Best Practices
Objective and Key Performance Indicator Examples
Service Support Objectives KPIs Examples
Change Management • Assures that standardized methods and
procedures are in use for the efficient and
timely implementation of all changes, in
order to minimize the impact of change
related problems on the quality of the IT
service delivery.
• Build an internal understanding of the
"how and why" for the process (how =
standardized methods and procedures,
why = to minimize impact).
 Number of Incidents recorded as a result
of a change
 Time taken to implement a change
successfully
 Number of Changes that required a roll-
back
 Number of Urgent/Emergency changes
 Change back-log
 Changes by business
unit/areas/department
Configuration
Management
• Provide IT Management with greater control
over the IT Assets or Configuration Items
(CI’s) of the organization.
• Provide accurate information to other ITIL
processes.
• Create and maintain a reliable Configuration
Management Database (CMDB).
 Result of audits.
 Number of changes that due to wrong
Configuration information cause incidents
or problems
 The time a change takes from start to
finish
 Improvement in the time needed to
resolve Incident and Problems that
cannot be fixed immediately
Service Support

6. 6
ITIL Best Practices
Objective and Key Performance Indicator Examples
Service Support Objectives KPIs Examples
Release Management • Protects the live or production
environment. Protection comes in the
form of formal procedures and extensive
testing regarding proposed changes to
software or hardware within the
production environment..
 Releases built and implemented on
schedule, and within budgeted resources
 Number of releases that result in a back
out due to unacceptable errors
 Number of Incidents caused by the
release
 Accurate and timely recording of all build,
distribution and implementation activities
within the CMDB
Service Support

7. 7
ITIL Best Practices
Objective and Key Performance Indicator Examples
Service Support Objectives KPIs Examples
Service Level
Management
• Manages the quality of IT service
delivery according to a written
agreement between the users and IT
department called the Service Level
Agreements (SLAs).
• Maintain and improve on service quality
through a constant cycle of agreeing,
monitoring, reporting and improving the
current levels of service.
• Strategically focused on the business
and maintaining the alignment between
the business and IT.
 Are all services covered by SLAs?
 Do the services within the SLAs have the
necessary Underpinning Contracts
(UCs)?
 Is there an improvement in the Service
Levels?
 Are the actual Service Levels measured?
 Is the business perception of the IT
organization improving?
Service Delivery

8. September 2006 8
ITIL Best Practices
Objective and Key Performance Indicator Examples
Service Support Objectives KPIs Examples
Financial Management • Provide cost-effective stewardship of the
IT assets and resources used in
providing IT Services.
• Account for the spend on IT Services
and to attribute these costs to the
services delivered to the organization’s
Customers.
• Assist management decisions on IT
investments by providing detailed
business cases for Changes to IT
Services.
 Accurate cost–benefit analysis of the
services provided
 Customers consider the charging
methods reasonable
 The IT organization meets its financial
targets
 The use of the services by the customer
changes
 Timely reporting to Service Level
Management
Availability
Management
• Get a clear picture of business
requirements regarding IT Services
availability and then optimize
infrastructure capabilities to align with
these needs.
 The total downtime per service
 Time it takes to recover from an incident
 The availability of the services
 The improvement of the availability of the
IT services
Service Delivery

9. 9
ITIL Best Practices
Objective and Key Performance Indicator Examples
Service Support Objectives KPIs Examples
Capacity Management • Understand the business’s capacity
requirements and deliver against them
both in the present and the future.
 If the forecast is in line with the actual
demand at that time?
 Are the requirements being met?
 Performance against SLAs
IT Service Continuity
Management or
Disaster Recovery
Management
• Support the overall Business Continuity
Management (BCM) process by
ensuring that the required IT technical
and services facilities can be recovered
within required and agreed business
time-scales.
 The results of testing the plan
 Costs of the process
Security Management • Confidentiality - Ensuring that
information is accessible only to those
authorized to have access.
• Integrity- Safeguarding the accuracy and
completeness of information and
processing methods.
• Availability– Ensuring that authorized
users have access to information and
associated assets when required.
 Are the actual Security Levels
measured?
 Is the perception of the IT organization
improving?
Service Delivery

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1.0
2.0
3.0
4.0
5.0
Service Desk
Security Management
Incident Management
Problem Management
Configuration Management
Release Management
Change Management
Service Level Management
IT Service Continuity Management
Financial Management for IT
Availability Management
Capacity Management
Quick Assessment
Key Code
1 Unsure of quality/consistency
2 We do not perform the function or service at all
3 Function is inconsistently performed
4 Function is performed consistently
5 Function is performed well and quality of acceptable