Introduction to ITIL


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Introduction to ITIL

  1. 1. Passer à la première page Introduction to ITIL A guide to learn ITIL 1 Guintech Informatique Tana Guindeba Jr Engineer April 2014
  2. 2. Passer à la première page ITIL Definition: ITIL for Information Technology Infrastructure Library, is a set of documents that contain good practices for information systems management. 2 Guintech Informatique
  3. 3. Passer à la première page ITIL Origin: ITIL has its origins in Great Britain, specifically the British Office of Government Commerce. ITIL has quickly got success worldwide according to its results and the accession of large private and public enterprises. The original version of ITIL did not consider the technical side of IT. From third version, its scope has been revised and several key aspects in the organization are concerned. Many departments and agencies of the Government of Quebec and the federal government of Canada make use of ITIL as a reference in IT Service Management. 3 Guintech Informatique
  4. 4. Passer à la première page Why to use ITIL? Good organization of information system (IS) Provide Good quality IT services Minimize the cost and risk (zero risk does not exist!) Improve the effectiveness of IS and IT services (efficiency) Satisfaction of users (employees and external customers) Better use of the skills and the experience of workers Standards and guides, tested and proven good practices …etc. 4 Guintech Informatique
  5. 5. Passer à la première page Some ITIL terminologies Event : Detectable or discernable occurrence, a change of state that has considerable importance to the management of an IT service. Incident: Unforeseen deterioration or interruption to an IT service. Problem: The cause of one or more incidents. The cause may not be known at the moment of the problem registration. 5 Guintech Informatique
  6. 6. Passer à la première page Some ITIL terminologies Function: Organizational unit specialized in the production of certain types of work and responsible for specific results. Example: Function service center (or technical support) Role: Set of responsibilities, activities and authorities granted to a person or a group of persons. Example: A manager of a service or a process owner has role and responsibilities. 6 Guintech Informatique
  7. 7. Passer à la première page Some ITIL terminologies Process: Series of activities realized by using resources (personnel, equipment, materials, information) to transform inputs into outputs elements and its final expected result is a product or a service. Example: process of public tender, chocolate manufacturing process, major incidents management process, ... Procedure: Set of tasks and activities that help to realize the process. Procedures must be followed to achieve the desired outcome of the process. It’s the “how” of the “what” defined in the process. 7 Guintech Informatique
  8. 8. Passer à la première page Some ITIL terminologies We have three categories of activities: oValue added : Directly useful to the client. o Business value added: useful / requirement for business only. oNon value added : useless, pur waste. In continual improvment of process and service, we aim to minimise the BVA and elimate the NVA. Service: It is a way to provide value to customers. According to ITIL, service value is a function of two things: Utility : The service fit customer’s needs and expectation. Warranty: The service is fit for use. Ensures the availability, capacity and security. 8 Guintech Informatique
  9. 9. Passer à la première page ITIL Service Lifecycle The full life cycle of ITIL consists of five steps: 1. Service Strategy : It is the phase in which the objectives are determined and decisions are made. The hierarchy is much more involved in this phase. 2. Service design : The design phase for the development of services based on the strategic vision. The design aims to meet present and future business. Converts the strategic goals into services available within a portfolio of services. 9 Guintech Informatique
  10. 10. Passer à la première page ITIL Service Lifecycle 3. Service Transition : the phase of development and improvement of skills to implement the new or modified services. 4. Service Operations: Phase of fulfillment, of services production and support to business users and customers according to the agreements. 5. Continual Service Improvement: The phase which ensures the conservation of value for customers, by keeping services up to date and aligned with the business. 10 Guintech Informatique
  11. 11. Passer à la première page ITIL processes & functions ITIL 2001 Edition: 26 processes and 4 functions. Service Strategy: 1. Strategy management for IT services (concepts, market, offers, assets) 2. Service portfolio management (service identification, description, evaluation, selection) 3. Financial management for IT services (Account, Budget, Charging) 4. Demand management (understand, involve demand) 5. Business relationship management () 11 Guintech Informatique
  12. 12. Passer à la première page ITIL processes & functions Service Design : 1. Design coordination 2. Service catalogue management (catalogue contain mngt) 3. Service level management (agreement about the service) 4. Availability management (service matches at least the customer’s aspectation) 5. Capacity management (available as needed, when needed at acceptable cost) 6. IT service continuity management 7. Information security management 8. Supplier Management 12 Guintech Informatique
  13. 13. Passer à la première page ITIL processes & functions Service Transition Processes: 1. Transition planning and support 2. Change management 3. Service asset and configuration management 4. Release and deployment management 5. Service validation and testing 6. Change evaluation 7. Knowledge management 13 Guintech Informatique
  14. 14. Passer à la première page ITIL processes & functions Service Operation: Five processes 1. Event management (detect, analyse, action ) 2. Incident management (restore normal service asap) 3. Request fulfillment (Frequent requests, such as password reset, new account,..) 4. Problem management (stop recurring incidents, prevention,…) 5. Access management (security policies, rights, Restricting,…) 14 Guintech Informatique
  15. 15. Passer à la première page ITIL processes & functions Service Operation: Four functions 1. Service Desk (single point of contact) 2. Technical Management (knowledge, R&D, Guidance, …) 3. IT Operations Management (failure, control, infrastructure, documentation,…) 4. Application Management (knowledge, expertise, design, development, training,…) 15 Guintech Informatique
  16. 16. Passer à la première page ITIL processes & functions Continual Service Improvement Processes (CSI): Seven-step improvement process •deming wheel: Plan / Do / Check / Act 16 Guintech Informatique
  17. 17. Passer à la première page Responsibility assignment matrix RACI is a two-dimensional array indicating the roles and responsibilities of those who work in the processes, and activities. 17 Guintech Informatique RACI Image:
  18. 18. Passer à la première page Responsibility assignment matrix It provides a clear vision and with no redundancy of “who does what” in the organization. Example: A sofware 18 Guintech Informatique Person Activity Tana Pascale Kathlen Dina Denis Definition A R I I I Design I A R C C Development I A R C C Testing A I I R I Sale C C I R A For the definiton phase, Tana is Accountable, Pascale is Responsible to do the jobe, while the others are just informed of it.
  19. 19. Passer à la première page ITIL maturity model There are six levels of maturity in IT Service Management Level 0: No management exist, its utility is not known Level 1: Necessity realyzed and steps are undertaken Level 2: Ad-hoc measures exist Level 3: Processes are defined and measured Level 4: Processes are regularly measured Level 5: Processes are continuously improved (CSI) 19 Guintech Informatique Very few organizations have the level 5. Having the level 3 is enough encouraging.
  20. 20. Passer à la première page ITIL Certification 20 Guintech Informatique image Source :
  21. 21. Passer à la première page ITIL Certification Fondation: does not require in class course. One can pass the exam after a period of self study. Intermediate : Requires at least 21h of courses from an accredited center. There are two possible courses, in addition to the "management throug the life cycle" that leads to ITIL expert level. Expert: with this title, one can teach the foundation level Advanced: Advanced professional level of ITIL Services Management. Passing from ITIL V2 to ITIL V3 certification requires examination. From ITIL V3 to ITIL 2011, there is not need to pass exam, but Self upgrade is recommended. 21 Guintech Informatique
  22. 22. Passer à la première page Thank you! 22 Guintech Informatique Image: Carnaval of Québec