SlideShare a Scribd company logo
1 of 60
Introduction To ITIL
By Vibrant Technology
Agenda for the Session
• What is ITIL?
• What about v3?
• Key Concepts
• Service Management & Delivery
• The Service Lifecycle
• The Five Stages of the lifecycle
• ITIL Roles
• Functions and Processes
• Further Learning
• Accreditation
What is ITIL?
• Systematic approach to high quality IT service delivery
• Documented best practice for IT Service Management
• Provides common language with well-defined terms
• Developed in 1980s by what is now The Office of Government Commerce
• itSMF also involved in maintaining best practice documentation in ITIL
– itSMF is global, independent, not-for-profit
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
– 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
Key Concepts
• Service
– Delivers value to customer by facilitating outcomes customers want to
achieve without ownership of the specific costs and risks
– e.g. The HFS backup service means that you as Unit ITSS don’t have to
care about how much tapes, disks or robots cost and you don’t have
to worry if one of the HFS staff is off sick or leaves
Key Concepts
• Service Level
– Measured and reported achievement against one or more service
level targets
– E.g.
• Red = 1 hour response 24/7
• Amber = 4 hour response 8/5
• Green = Next business day
• Service Level Agreement
– Written and negotiated agreement between Service Provider and
Customer documenting agreed service levels and costs
Key Concepts
• Configuration Management System (CMS)
– Tools and databases to manage IT service provider’s configuration
data
– Contains Configuration ManagementDatabase (CMDB)
• Records hardware, software, documentation and anything else
important to IT provision
• Release
– Collection of hardware, software, documentation, processes or other
things require to implement one or more approved changes to IT
Services
Key Concepts
• Incident
– Unplanned interruption to an IT service or an unplanned reduction in
its quality
• Work-around
– Reducing or eliminating the impact of an incident without resolving it
• Problem
– Unknown underlying cause of one or more incidents
4 Ps of Service Management
• People – skills, training, communication
• Processes – actions, activities, changes, goals
• Products – tools, monitor, measure, improve
• Partners – specialist suppliers
Service Delivery Strategies
Strategy Features
In-sourcing All parts internal
Out-sourcing External resources for specific and defined areas (e.g.
Contract cleaners)
Co-Sourcing Mixture of internal and external resources
Knowledge Process Outsourcing
(domain-based business expertise)
Outsourcing of particular processes, with additional
expertise from provider
Application Outsourcing External hosting on shared computers – applications on
demand (e.g. Survey Monkey, Meet-o-matic)
Business Process Outsourcing Outsourcing of specific processes e.g. HR, Library
Circulation, Payroll
Partnership/Multi-sourcing Sharing service provision over the lifecycle with two or
more organisations (e.g. Shared IT Corpus/Oriel)
The Service Lifecycle
How the Lifecycle stages fit together
Service Strategy
• 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 has four activities
Service Assets
• Resources
– Things you buy or pay for
– IT Infrastructure, people, money
– Tangible Assets
• Capabilities
– Things you grow
– Ability to carry out an activity
– Intangible assets
– Transform resources into Services
Service Portfolio Management
• Prioritises and manages investments and resource allocation
• Proposed services are properly assessed
– Business Case
• Existing Services Assessed. Outcomes:
– Replace
– Rationalise
– Renew
– Retire
Demand Management
• Ensures we don’t waste money with excess capacity
• Ensures we have enough capacity to meet demand at agreed
quality
• Patterns of Business Activity to be considered
– E.g. Economy 7 electricity, Congestion Charging
Service Design
• How are we going to provide it?
• How are we going to build it?
• How are we going to test it?
• How are we going to deploy it?
Processes in Service Design
• Availability Management
• Capacity Management
• ITSCM (disaster recovery)
• Supplier Management
• Service Level Management
• Information Security Management
• Service Catalogue Management
Service Catalogue
Keeps service information away from business information
Provides accurate and consistent information enabling service-focussed working
Service Level Management
• Service Level Agreement
– Operational Level Agreements
• Internal
– Underpinning Contracts
• External Organisation
• Supplier Management
– Can be an annexe to a contract
– Should be clear and fair and written in easy-to-understand, unambiguous
language
• Success of SLM (KPIs)
– How many services have SLAs?
– How does the number of breaches of SLA change over time (we hope it
reduces!)?
Things you might find in an SLA
Types of SLA
• 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
Right Capacity, Right Time, Right Cost!
• This is capacity management
• Balances Cost against Capacity so minimises costs while
maintaining quality of service
Is it available?
• Ensure that IT services matches or exceeds agreed targets
• Lots of Acronyms
– Mean Time Between Service Incidents
– Mean Time Between Failures
– Mean Time to Restore Service
• Resilience increases availability
– Service can remain functional even though one or more of its
components have failed
ITSCM – what?
• IT Service Continuity Management
• Ensures resumption of services within agreed timescale
• Business Impact Analysis informs decisions about resources
– E.g. Stock Exchange can’t afford 5 minutes downtime but 2
hours downtime probably wont badly affect a
departmental accounts office or a college bursary
Standby for liftoff...
• Cold
– Accommodation and environment ready but no IT equipment
• Warm
– As cold plus backup IT equipment to receive data
• Hot
– Full duplexing, redundancy and failover
Information Security Management
• Confidentiality
– Making sure only those authorised can see data
• Integrity
– Making sure the data is accurate and not corrupted
• Availability
– Making sure data is supplied when it is requested
Service Transition
• Build
• Deployment
• Testing
• User acceptance
• Bed-in
Good service transition
• Set customer expectations
• Enable release integration
• Reduce performance variation
• Document and reduce known errors
• Minimise risk
• Ensure proper use of services
• Some things excluded
– Swapping failed device
– Adding new user
– Installing standard software
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
Data-Information-Knowledge-Wisdom
DataData Information
- who, what , where?
Information
- who, what , where?
Knowledge
- How?
Knowledge
- How?
Wisdom
- Why?
Wisdom
- Why?
Wisdom cannot be assisted by technology – it only comes with
experience!
Service Knowledge Information Management System is crucial to
retaining this extremely valuable information
Service Asset and Configuration
• Managing these properly is key
• Provides Logical Model of Infrastructure and Accurate
Configuration information
• Controls assets
• Minimised costs
• Enables proper change and release management
• Speeds incident and problem resolution
Configuration Management System
Painting the Forth Bridge...
• A Baseline is a “last known good configuration”
• But the CMS will always be a “work in progress” and probably
always out of date. But still worth having
• Current configuration will always be the most recent baseline
plus any implemented approved changes
Change Management – or what we all get wrong!
• Respond to customers changing business requirements
• Respond to business and IT requests for change that will align the services
with the business needs
• Roles
– Change Manager
– Change Authority
• Change Advisory Board (CAB)
• Emergency CAB (ECAB)
• 80% of service interruption is caused by operator error or poor change
control (Gartner)
Change Types
• Normal
– Non-urgent, requires approval
• Standard
– Non-urgent, follows established path, no approval needed
• Emergency
– Requires approval but too urgent for normal procedure
Change Advisory Board
• Change Manager (VITAL)
• One or more of
– Customer/User
– User Manager
– Developer/Maintainer
– Expert/Consultant
– Contractor
• CAB considers the 7 Rs
– Who RAISED?, REASON, RETURN, RISKS, RESOURCES, RESPONSIBLE,
RELATIONSHIPS to other changes
Release Management
• Release is a collection of authorised and tested changes ready for
deployment
• A rollout introduces a release into the live environment
• Full Release
– e.g. Office 2007
• Delta (partial) release
– e.g. Windows Update
• Package
– e.g. Windows Service Pack
Phased or Big Bang?
• Phased release is less painful but more work
• Deploy can be manual or automatic
• Automatic can be push or pull
• Release Manager will produce a release policy
• Release MUST be tested and NOT by the developer or the change
instigator
Service Operation
• Maintenance
• Management
• Realises Strategic Objectives and is where the Value is seen
Processes in Service Operation
• Incident Management
• Problem Management
• Event Management
• Request Fulfilment
• Access Management
Functions in Service Operation
• Service Desk
• Technical Management
• IT Operations Management
• Applications Management
Service Operation Balances
Incident Management
• Deals with unplanned interruptions to IT Services or reductions in their
quality
• Failure of a configuration item that has not impacted a service is also an
incident (e.g. Disk in RAID failure)
• Reported by:
– Users
– Technical Staff
– Monitoring Tools
Event Management
• 3 Types of events
– Information
– Warning
– Exception
• Can we give examples?
• Need to make sense of events and have appropriate control actions
planned and documented
Request Fulfilment
• Information, advice or a standard change
• Should not be classed as Incidents or Changes
• Can we give more examples?
Problem Management
• Aims to prevent problems and resulting incidents
• Minimises impact of unavoidable incidents
• Eliminates recurring incidents
• Proactive Problem Management
– Identifies areas of potential weakness
– Identifies workarounds
• Reactive Problem Management
– Indentifies underlying causes of incidents
– Identifies changes to prevent recurrence
Access Management
• Right things for right users at right time
• Concepts
– Access
– Identity (Authentication, AuthN)
– Rights (Authorisation, AuthZ)
– Service Group
– Directory
Service Desk
• Local, Central or Virtual
• Examples?
• Single point of contact
• Skills for operators
– Customer Focus
– Articulate
– Interpersonal Skills (patient!)
– Understand Business
– Methodical/Analytical
– Technical knowledge
– Multi-lingual
Continual Service Improvement
• Focus on Process owners and Service Owners
• Ensures that service management processes continue to
support the business
• Monitor and enhance Service Level Achievements
• Plan – do –check – act (Deming)
Service Measurement
• Technology (components, MTBF etc)
• Process (KPIs - Critical Success Factors)
• Service (End-to end, e.g. Customer Satisfaction)
• Why?
– Validation – Soundness of decisions
– Direction – of future activities
– Justify – provide factual evidence
– Intervene – when changes or corrections are needed
7 Steps to Improvement
ITIL Roles
• 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!
More Roles
• Business Relationship Manager
• Service Asset & Configuration
– Service Asset Manager
– Service Knowledge Manager
– Configuration Manager
– Configuration Analyst
– Configuration Librarian
– CMS tools administrator
Functions and Processes
• Process
– Structured set of activities designed to accomplish a defined objective
– Inputs & Outputs
– Measurable
– e.g. ??
• Function
– Team or group of people and tools they use to carry out one or more
processes or activities
– Own practices and knowledge body
– e.g. ??
Further Learning
• Do a 3-day course
• We’re running one here 30th
Mar – 1st
April
• Many training companies run these courses
• ITSMF provides the full books
• Internet forums and Groups
– Linkedin Group
– FacebookGroup
– Both quite active
• Video: http://cf.ilxgroup.com/itilv3pres/main.html
Accreditation
• Today’s seminar is not accredited
• 3 days gives the foundation level
• APM Group manages accreditation and
certification
– BCS/ISEB is accredited by APM
Thank You !!!
For More Information click below link:
Follow Us on:
http://vibranttechnologies.co.in/itil-classes-in-mumbai.html

More Related Content

What's hot

What's hot (20)

ITIL PPT
ITIL PPTITIL PPT
ITIL PPT
 
Introduction to ITIL 4 and IT service management
Introduction to ITIL 4 and IT service managementIntroduction to ITIL 4 and IT service management
Introduction to ITIL 4 and IT service management
 
AXELOS - ITIL® Foundation
AXELOS - ITIL® FoundationAXELOS - ITIL® Foundation
AXELOS - ITIL® Foundation
 
The Service Management Office - Driving it performance in the face of rising ...
The Service Management Office - Driving it performance in the face of rising ...The Service Management Office - Driving it performance in the face of rising ...
The Service Management Office - Driving it performance in the face of rising ...
 
ITSM (IT Service Management) & ITIL V3 Foundation
ITSM (IT Service Management) & ITIL V3 FoundationITSM (IT Service Management) & ITIL V3 Foundation
ITSM (IT Service Management) & ITIL V3 Foundation
 
ITSM Presentation
ITSM PresentationITSM Presentation
ITSM Presentation
 
What's changing with ITIL® 4?
What's changing with ITIL® 4?What's changing with ITIL® 4?
What's changing with ITIL® 4?
 
Information Technology Infrastructure Library
Information Technology Infrastructure LibraryInformation Technology Infrastructure Library
Information Technology Infrastructure Library
 
Itil 4 34 Management Practices
Itil 4 34 Management PracticesItil 4 34 Management Practices
Itil 4 34 Management Practices
 
ITIL4 and ServiceNow
ITIL4 and ServiceNowITIL4 and ServiceNow
ITIL4 and ServiceNow
 
IT Service Management Overview
IT Service Management OverviewIT Service Management Overview
IT Service Management Overview
 
How to implement effective ITSM System
How to implement effective ITSM SystemHow to implement effective ITSM System
How to implement effective ITSM System
 
Information technology Infrastructure library{itil}
Information technology Infrastructure library{itil}Information technology Infrastructure library{itil}
Information technology Infrastructure library{itil}
 
Incident, Problem, Change, Knowledge…and Service Catalog? A Powerful Circle.
Incident, Problem, Change, Knowledge…and Service Catalog? A Powerful Circle. Incident, Problem, Change, Knowledge…and Service Catalog? A Powerful Circle.
Incident, Problem, Change, Knowledge…and Service Catalog? A Powerful Circle.
 
Documentation Framework for IT Service Delivery
Documentation Framework for IT Service DeliveryDocumentation Framework for IT Service Delivery
Documentation Framework for IT Service Delivery
 
What Every Project Manager Should Know About Itil
What Every Project Manager Should Know About ItilWhat Every Project Manager Should Know About Itil
What Every Project Manager Should Know About Itil
 
IT4IT™ - Managing the Business of IT
IT4IT™ - Managing the Business of ITIT4IT™ - Managing the Business of IT
IT4IT™ - Managing the Business of IT
 
IT4IT Overview (A new standard for IT management)
IT4IT Overview (A new standard for IT management)IT4IT Overview (A new standard for IT management)
IT4IT Overview (A new standard for IT management)
 
ITIL,COBIT and IT4IT Mapping
ITIL,COBIT and IT4IT MappingITIL,COBIT and IT4IT Mapping
ITIL,COBIT and IT4IT Mapping
 
IT Governance Introduction
IT Governance  IntroductionIT Governance  Introduction
IT Governance Introduction
 

Viewers also liked

Introduction To ITIL Slide Share
Introduction To ITIL Slide ShareIntroduction To ITIL Slide Share
Introduction To ITIL Slide Share
dwslaterjr
 

Viewers also liked (7)

Introduction To ITIL
Introduction To ITILIntroduction To ITIL
Introduction To ITIL
 
Asset Management vs. Configuration Management: Who's Winning?
Asset Management vs. Configuration Management: Who's Winning?Asset Management vs. Configuration Management: Who's Winning?
Asset Management vs. Configuration Management: Who's Winning?
 
Introduction To ITIL Slide Share
Introduction To ITIL Slide ShareIntroduction To ITIL Slide Share
Introduction To ITIL Slide Share
 
ITIL Foundation Training - A guide to beginners
ITIL Foundation Training - A guide to beginners ITIL Foundation Training - A guide to beginners
ITIL Foundation Training - A guide to beginners
 
Introduction to ITIL v3 Foundation exam
Introduction to ITIL v3 Foundation examIntroduction to ITIL v3 Foundation exam
Introduction to ITIL v3 Foundation exam
 
itil v3 for dummies
 itil v3 for dummies itil v3 for dummies
itil v3 for dummies
 
ITIL Ayman Hraghi
ITIL Ayman HraghiITIL Ayman Hraghi
ITIL Ayman Hraghi
 

Similar to ITIL - introduction to ITIL

ITIL V3 by Jisu Dasgupta
ITIL V3 by Jisu DasguptaITIL V3 by Jisu Dasgupta
ITIL V3 by Jisu Dasgupta
Jisu Dasgupta
 
PeopleSoft FSCM 9.2 Webinar Presentation
PeopleSoft FSCM 9.2 Webinar PresentationPeopleSoft FSCM 9.2 Webinar Presentation
PeopleSoft FSCM 9.2 Webinar Presentation
Emtec Inc.
 
Intro-to-ITIL-WatITis2012.pptx
Intro-to-ITIL-WatITis2012.pptxIntro-to-ITIL-WatITis2012.pptx
Intro-to-ITIL-WatITis2012.pptx
Manoj603126
 
84a777f1-ae32-4822-911a-8f4631e30fde-150930074140-lva1-app6892.pdf
84a777f1-ae32-4822-911a-8f4631e30fde-150930074140-lva1-app6892.pdf84a777f1-ae32-4822-911a-8f4631e30fde-150930074140-lva1-app6892.pdf
84a777f1-ae32-4822-911a-8f4631e30fde-150930074140-lva1-app6892.pdf
Manoj603126
 

Similar to ITIL - introduction to ITIL (20)

Itilv3
Itilv3Itilv3
Itilv3
 
Itilv3
Itilv3Itilv3
Itilv3
 
ITIL V3 by Jisu Dasgupta
ITIL V3 by Jisu DasguptaITIL V3 by Jisu Dasgupta
ITIL V3 by Jisu Dasgupta
 
Itilv3
Itilv3Itilv3
Itilv3
 
ITIL v3 at COMPUTERLAND : presentation to the team - Sept 2014
ITIL v3 at COMPUTERLAND : presentation to the team - Sept 2014ITIL v3 at COMPUTERLAND : presentation to the team - Sept 2014
ITIL v3 at COMPUTERLAND : presentation to the team - Sept 2014
 
ITIL v3 at COMPUTERLAND : presentation to the team - Sept 2014
ITIL v3 at COMPUTERLAND : presentation to the team - Sept 2014ITIL v3 at COMPUTERLAND : presentation to the team - Sept 2014
ITIL v3 at COMPUTERLAND : presentation to the team - Sept 2014
 
ITIL Best Practice for Software Companies
ITIL Best Practice for Software CompaniesITIL Best Practice for Software Companies
ITIL Best Practice for Software Companies
 
PeopleSoft FSCM 9.2 Webinar Presentation
PeopleSoft FSCM 9.2 Webinar PresentationPeopleSoft FSCM 9.2 Webinar Presentation
PeopleSoft FSCM 9.2 Webinar Presentation
 
About itil v3
About itil v3About itil v3
About itil v3
 
5701918.ppt
5701918.ppt5701918.ppt
5701918.ppt
 
Introduction to itil v3/ITSM Processes and Functions
Introduction to itil v3/ITSM Processes and FunctionsIntroduction to itil v3/ITSM Processes and Functions
Introduction to itil v3/ITSM Processes and Functions
 
Intro-to-ITIL-WatITis2012.pptx
Intro-to-ITIL-WatITis2012.pptxIntro-to-ITIL-WatITis2012.pptx
Intro-to-ITIL-WatITis2012.pptx
 
84a777f1-ae32-4822-911a-8f4631e30fde-150930074140-lva1-app6892.pdf
84a777f1-ae32-4822-911a-8f4631e30fde-150930074140-lva1-app6892.pdf84a777f1-ae32-4822-911a-8f4631e30fde-150930074140-lva1-app6892.pdf
84a777f1-ae32-4822-911a-8f4631e30fde-150930074140-lva1-app6892.pdf
 
ITSM Overview
ITSM OverviewITSM Overview
ITSM Overview
 
ITIL V3 Overview
ITIL V3 OverviewITIL V3 Overview
ITIL V3 Overview
 
5 service transition
5 service transition5 service transition
5 service transition
 
5 service transition
5 service transition5 service transition
5 service transition
 
Managed solutions Solution
Managed solutions SolutionManaged solutions Solution
Managed solutions Solution
 
Asg Path To Optimization1
Asg Path To Optimization1Asg Path To Optimization1
Asg Path To Optimization1
 
Steve Tuppen - Digital Service Management
Steve Tuppen - Digital Service ManagementSteve Tuppen - Digital Service Management
Steve Tuppen - Digital Service Management
 

More from Vibrant Technologies & Computers

More from Vibrant Technologies & Computers (20)

Buisness analyst business analysis overview ppt 5
Buisness analyst business analysis overview ppt 5Buisness analyst business analysis overview ppt 5
Buisness analyst business analysis overview ppt 5
 
SQL Introduction to displaying data from multiple tables
SQL Introduction to displaying data from multiple tables  SQL Introduction to displaying data from multiple tables
SQL Introduction to displaying data from multiple tables
 
SQL- Introduction to MySQL
SQL- Introduction to MySQLSQL- Introduction to MySQL
SQL- Introduction to MySQL
 
SQL- Introduction to SQL database
SQL- Introduction to SQL database SQL- Introduction to SQL database
SQL- Introduction to SQL database
 
Salesforce - Introduction to Security & Access
Salesforce -  Introduction to Security & Access Salesforce -  Introduction to Security & Access
Salesforce - Introduction to Security & Access
 
Data ware housing- Introduction to olap .
Data ware housing- Introduction to  olap .Data ware housing- Introduction to  olap .
Data ware housing- Introduction to olap .
 
Data ware housing - Introduction to data ware housing process.
Data ware housing - Introduction to data ware housing process.Data ware housing - Introduction to data ware housing process.
Data ware housing - Introduction to data ware housing process.
 
Data ware housing- Introduction to data ware housing
Data ware housing- Introduction to data ware housingData ware housing- Introduction to data ware housing
Data ware housing- Introduction to data ware housing
 
Salesforce - classification of cloud computing
Salesforce - classification of cloud computingSalesforce - classification of cloud computing
Salesforce - classification of cloud computing
 
Salesforce - cloud computing fundamental
Salesforce - cloud computing fundamentalSalesforce - cloud computing fundamental
Salesforce - cloud computing fundamental
 
SQL- Introduction to PL/SQL
SQL- Introduction to  PL/SQLSQL- Introduction to  PL/SQL
SQL- Introduction to PL/SQL
 
SQL- Introduction to advanced sql concepts
SQL- Introduction to  advanced sql conceptsSQL- Introduction to  advanced sql concepts
SQL- Introduction to advanced sql concepts
 
SQL Inteoduction to SQL manipulating of data
SQL Inteoduction to SQL manipulating of data   SQL Inteoduction to SQL manipulating of data
SQL Inteoduction to SQL manipulating of data
 
SQL- Introduction to SQL Set Operations
SQL- Introduction to SQL Set OperationsSQL- Introduction to SQL Set Operations
SQL- Introduction to SQL Set Operations
 
Sas - Introduction to designing the data mart
Sas - Introduction to designing the data martSas - Introduction to designing the data mart
Sas - Introduction to designing the data mart
 
Sas - Introduction to working under change management
Sas - Introduction to working under change managementSas - Introduction to working under change management
Sas - Introduction to working under change management
 
SAS - overview of SAS
SAS - overview of SASSAS - overview of SAS
SAS - overview of SAS
 
Teradata - Architecture of Teradata
Teradata - Architecture of TeradataTeradata - Architecture of Teradata
Teradata - Architecture of Teradata
 
Teradata - Restoring Data
Teradata - Restoring Data Teradata - Restoring Data
Teradata - Restoring Data
 
Datastage database design and data modeling ppt 4
Datastage database design and data modeling ppt 4Datastage database design and data modeling ppt 4
Datastage database design and data modeling ppt 4
 

Recently uploaded

Hyatt driving innovation and exceptional customer experiences with FIDO passw...
Hyatt driving innovation and exceptional customer experiences with FIDO passw...Hyatt driving innovation and exceptional customer experiences with FIDO passw...
Hyatt driving innovation and exceptional customer experiences with FIDO passw...
FIDO Alliance
 
Modular Monolith - a Practical Alternative to Microservices @ Devoxx UK 2024
Modular Monolith - a Practical Alternative to Microservices @ Devoxx UK 2024Modular Monolith - a Practical Alternative to Microservices @ Devoxx UK 2024
Modular Monolith - a Practical Alternative to Microservices @ Devoxx UK 2024
Victor Rentea
 

Recently uploaded (20)

Hyatt driving innovation and exceptional customer experiences with FIDO passw...
Hyatt driving innovation and exceptional customer experiences with FIDO passw...Hyatt driving innovation and exceptional customer experiences with FIDO passw...
Hyatt driving innovation and exceptional customer experiences with FIDO passw...
 
Decarbonising Commercial Real Estate: The Role of Operational Performance
Decarbonising Commercial Real Estate: The Role of Operational PerformanceDecarbonising Commercial Real Estate: The Role of Operational Performance
Decarbonising Commercial Real Estate: The Role of Operational Performance
 
Observability Concepts EVERY Developer Should Know (DevOpsDays Seattle)
Observability Concepts EVERY Developer Should Know (DevOpsDays Seattle)Observability Concepts EVERY Developer Should Know (DevOpsDays Seattle)
Observability Concepts EVERY Developer Should Know (DevOpsDays Seattle)
 
Design and Development of a Provenance Capture Platform for Data Science
Design and Development of a Provenance Capture Platform for Data ScienceDesign and Development of a Provenance Capture Platform for Data Science
Design and Development of a Provenance Capture Platform for Data Science
 
Platformless Horizons for Digital Adaptability
Platformless Horizons for Digital AdaptabilityPlatformless Horizons for Digital Adaptability
Platformless Horizons for Digital Adaptability
 
Intro to Passkeys and the State of Passwordless.pptx
Intro to Passkeys and the State of Passwordless.pptxIntro to Passkeys and the State of Passwordless.pptx
Intro to Passkeys and the State of Passwordless.pptx
 
Modular Monolith - a Practical Alternative to Microservices @ Devoxx UK 2024
Modular Monolith - a Practical Alternative to Microservices @ Devoxx UK 2024Modular Monolith - a Practical Alternative to Microservices @ Devoxx UK 2024
Modular Monolith - a Practical Alternative to Microservices @ Devoxx UK 2024
 
WSO2 Micro Integrator for Enterprise Integration in a Decentralized, Microser...
WSO2 Micro Integrator for Enterprise Integration in a Decentralized, Microser...WSO2 Micro Integrator for Enterprise Integration in a Decentralized, Microser...
WSO2 Micro Integrator for Enterprise Integration in a Decentralized, Microser...
 
Introduction to Multilingual Retrieval Augmented Generation (RAG)
Introduction to Multilingual Retrieval Augmented Generation (RAG)Introduction to Multilingual Retrieval Augmented Generation (RAG)
Introduction to Multilingual Retrieval Augmented Generation (RAG)
 
Working together SRE & Platform Engineering
Working together SRE & Platform EngineeringWorking together SRE & Platform Engineering
Working together SRE & Platform Engineering
 
Navigating Identity and Access Management in the Modern Enterprise
Navigating Identity and Access Management in the Modern EnterpriseNavigating Identity and Access Management in the Modern Enterprise
Navigating Identity and Access Management in the Modern Enterprise
 
Introduction to FIDO Authentication and Passkeys.pptx
Introduction to FIDO Authentication and Passkeys.pptxIntroduction to FIDO Authentication and Passkeys.pptx
Introduction to FIDO Authentication and Passkeys.pptx
 
Overview of Hyperledger Foundation
Overview of Hyperledger FoundationOverview of Hyperledger Foundation
Overview of Hyperledger Foundation
 
Web Form Automation for Bonterra Impact Management (fka Social Solutions Apri...
Web Form Automation for Bonterra Impact Management (fka Social Solutions Apri...Web Form Automation for Bonterra Impact Management (fka Social Solutions Apri...
Web Form Automation for Bonterra Impact Management (fka Social Solutions Apri...
 
ADP Passwordless Journey Case Study.pptx
ADP Passwordless Journey Case Study.pptxADP Passwordless Journey Case Study.pptx
ADP Passwordless Journey Case Study.pptx
 
WebRTC and SIP not just audio and video @ OpenSIPS 2024
WebRTC and SIP not just audio and video @ OpenSIPS 2024WebRTC and SIP not just audio and video @ OpenSIPS 2024
WebRTC and SIP not just audio and video @ OpenSIPS 2024
 
WSO2's API Vision: Unifying Control, Empowering Developers
WSO2's API Vision: Unifying Control, Empowering DevelopersWSO2's API Vision: Unifying Control, Empowering Developers
WSO2's API Vision: Unifying Control, Empowering Developers
 
Simplifying Mobile A11y Presentation.pptx
Simplifying Mobile A11y Presentation.pptxSimplifying Mobile A11y Presentation.pptx
Simplifying Mobile A11y Presentation.pptx
 
DBX First Quarter 2024 Investor Presentation
DBX First Quarter 2024 Investor PresentationDBX First Quarter 2024 Investor Presentation
DBX First Quarter 2024 Investor Presentation
 
Choreo: Empowering the Future of Enterprise Software Engineering
Choreo: Empowering the Future of Enterprise Software EngineeringChoreo: Empowering the Future of Enterprise Software Engineering
Choreo: Empowering the Future of Enterprise Software Engineering
 

ITIL - introduction to ITIL

  • 1.
  • 2. Introduction To ITIL By Vibrant Technology
  • 3. Agenda for the Session • What is ITIL? • What about v3? • Key Concepts • Service Management & Delivery • The Service Lifecycle • The Five Stages of the lifecycle • ITIL Roles • Functions and Processes • Further Learning • Accreditation
  • 4. What is ITIL? • Systematic approach to high quality IT service delivery • Documented best practice for IT Service Management • Provides common language with well-defined terms • Developed in 1980s by what is now The Office of Government Commerce • itSMF also involved in maintaining best practice documentation in ITIL – itSMF is global, independent, not-for-profit
  • 5. 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 – 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
  • 6. Key Concepts • Service – Delivers value to customer by facilitating outcomes customers want to achieve without ownership of the specific costs and risks – e.g. The HFS backup service means that you as Unit ITSS don’t have to care about how much tapes, disks or robots cost and you don’t have to worry if one of the HFS staff is off sick or leaves
  • 7. Key Concepts • Service Level – Measured and reported achievement against one or more service level targets – E.g. • Red = 1 hour response 24/7 • Amber = 4 hour response 8/5 • Green = Next business day • Service Level Agreement – Written and negotiated agreement between Service Provider and Customer documenting agreed service levels and costs
  • 8. Key Concepts • Configuration Management System (CMS) – Tools and databases to manage IT service provider’s configuration data – Contains Configuration ManagementDatabase (CMDB) • Records hardware, software, documentation and anything else important to IT provision • Release – Collection of hardware, software, documentation, processes or other things require to implement one or more approved changes to IT Services
  • 9. Key Concepts • Incident – Unplanned interruption to an IT service or an unplanned reduction in its quality • Work-around – Reducing or eliminating the impact of an incident without resolving it • Problem – Unknown underlying cause of one or more incidents
  • 10. 4 Ps of Service Management • People – skills, training, communication • Processes – actions, activities, changes, goals • Products – tools, monitor, measure, improve • Partners – specialist suppliers
  • 11. Service Delivery Strategies Strategy Features In-sourcing All parts internal Out-sourcing External resources for specific and defined areas (e.g. Contract cleaners) Co-Sourcing Mixture of internal and external resources Knowledge Process Outsourcing (domain-based business expertise) Outsourcing of particular processes, with additional expertise from provider Application Outsourcing External hosting on shared computers – applications on demand (e.g. Survey Monkey, Meet-o-matic) Business Process Outsourcing Outsourcing of specific processes e.g. HR, Library Circulation, Payroll Partnership/Multi-sourcing Sharing service provision over the lifecycle with two or more organisations (e.g. Shared IT Corpus/Oriel)
  • 13. How the Lifecycle stages fit together
  • 14. Service Strategy • 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
  • 15. Service Strategy has four activities
  • 16. Service Assets • Resources – Things you buy or pay for – IT Infrastructure, people, money – Tangible Assets • Capabilities – Things you grow – Ability to carry out an activity – Intangible assets – Transform resources into Services
  • 17. Service Portfolio Management • Prioritises and manages investments and resource allocation • Proposed services are properly assessed – Business Case • Existing Services Assessed. Outcomes: – Replace – Rationalise – Renew – Retire
  • 18. Demand Management • Ensures we don’t waste money with excess capacity • Ensures we have enough capacity to meet demand at agreed quality • Patterns of Business Activity to be considered – E.g. Economy 7 electricity, Congestion Charging
  • 19. Service Design • How are we going to provide it? • How are we going to build it? • How are we going to test it? • How are we going to deploy it?
  • 20. Processes in Service Design • Availability Management • Capacity Management • ITSCM (disaster recovery) • Supplier Management • Service Level Management • Information Security Management • Service Catalogue Management
  • 21. Service Catalogue Keeps service information away from business information Provides accurate and consistent information enabling service-focussed working
  • 22. Service Level Management • Service Level Agreement – Operational Level Agreements • Internal – Underpinning Contracts • External Organisation • Supplier Management – Can be an annexe to a contract – Should be clear and fair and written in easy-to-understand, unambiguous language • Success of SLM (KPIs) – How many services have SLAs? – How does the number of breaches of SLA change over time (we hope it reduces!)?
  • 23. Things you might find in an SLA
  • 24. Types of SLA • 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
  • 25. Right Capacity, Right Time, Right Cost! • This is capacity management • Balances Cost against Capacity so minimises costs while maintaining quality of service
  • 26. Is it available? • Ensure that IT services matches or exceeds agreed targets • Lots of Acronyms – Mean Time Between Service Incidents – Mean Time Between Failures – Mean Time to Restore Service • Resilience increases availability – Service can remain functional even though one or more of its components have failed
  • 27. ITSCM – what? • IT Service Continuity Management • Ensures resumption of services within agreed timescale • Business Impact Analysis informs decisions about resources – E.g. Stock Exchange can’t afford 5 minutes downtime but 2 hours downtime probably wont badly affect a departmental accounts office or a college bursary
  • 28. Standby for liftoff... • Cold – Accommodation and environment ready but no IT equipment • Warm – As cold plus backup IT equipment to receive data • Hot – Full duplexing, redundancy and failover
  • 29. Information Security Management • Confidentiality – Making sure only those authorised can see data • Integrity – Making sure the data is accurate and not corrupted • Availability – Making sure data is supplied when it is requested
  • 30. Service Transition • Build • Deployment • Testing • User acceptance • Bed-in
  • 31. Good service transition • Set customer expectations • Enable release integration • Reduce performance variation • Document and reduce known errors • Minimise risk • Ensure proper use of services • Some things excluded – Swapping failed device – Adding new user – Installing standard software
  • 32. 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
  • 33. Data-Information-Knowledge-Wisdom DataData Information - who, what , where? Information - who, what , where? Knowledge - How? Knowledge - How? Wisdom - Why? Wisdom - Why? Wisdom cannot be assisted by technology – it only comes with experience! Service Knowledge Information Management System is crucial to retaining this extremely valuable information
  • 34. Service Asset and Configuration • Managing these properly is key • Provides Logical Model of Infrastructure and Accurate Configuration information • Controls assets • Minimised costs • Enables proper change and release management • Speeds incident and problem resolution
  • 36. Painting the Forth Bridge... • A Baseline is a “last known good configuration” • But the CMS will always be a “work in progress” and probably always out of date. But still worth having • Current configuration will always be the most recent baseline plus any implemented approved changes
  • 37. Change Management – or what we all get wrong! • Respond to customers changing business requirements • Respond to business and IT requests for change that will align the services with the business needs • Roles – Change Manager – Change Authority • Change Advisory Board (CAB) • Emergency CAB (ECAB) • 80% of service interruption is caused by operator error or poor change control (Gartner)
  • 38. Change Types • Normal – Non-urgent, requires approval • Standard – Non-urgent, follows established path, no approval needed • Emergency – Requires approval but too urgent for normal procedure
  • 39. Change Advisory Board • Change Manager (VITAL) • One or more of – Customer/User – User Manager – Developer/Maintainer – Expert/Consultant – Contractor • CAB considers the 7 Rs – Who RAISED?, REASON, RETURN, RISKS, RESOURCES, RESPONSIBLE, RELATIONSHIPS to other changes
  • 40. Release Management • Release is a collection of authorised and tested changes ready for deployment • A rollout introduces a release into the live environment • Full Release – e.g. Office 2007 • Delta (partial) release – e.g. Windows Update • Package – e.g. Windows Service Pack
  • 41. Phased or Big Bang? • Phased release is less painful but more work • Deploy can be manual or automatic • Automatic can be push or pull • Release Manager will produce a release policy • Release MUST be tested and NOT by the developer or the change instigator
  • 42. Service Operation • Maintenance • Management • Realises Strategic Objectives and is where the Value is seen
  • 43. Processes in Service Operation • Incident Management • Problem Management • Event Management • Request Fulfilment • Access Management
  • 44. Functions in Service Operation • Service Desk • Technical Management • IT Operations Management • Applications Management
  • 46. Incident Management • Deals with unplanned interruptions to IT Services or reductions in their quality • Failure of a configuration item that has not impacted a service is also an incident (e.g. Disk in RAID failure) • Reported by: – Users – Technical Staff – Monitoring Tools
  • 47. Event Management • 3 Types of events – Information – Warning – Exception • Can we give examples? • Need to make sense of events and have appropriate control actions planned and documented
  • 48. Request Fulfilment • Information, advice or a standard change • Should not be classed as Incidents or Changes • Can we give more examples?
  • 49. Problem Management • Aims to prevent problems and resulting incidents • Minimises impact of unavoidable incidents • Eliminates recurring incidents • Proactive Problem Management – Identifies areas of potential weakness – Identifies workarounds • Reactive Problem Management – Indentifies underlying causes of incidents – Identifies changes to prevent recurrence
  • 50. Access Management • Right things for right users at right time • Concepts – Access – Identity (Authentication, AuthN) – Rights (Authorisation, AuthZ) – Service Group – Directory
  • 51. Service Desk • Local, Central or Virtual • Examples? • Single point of contact • Skills for operators – Customer Focus – Articulate – Interpersonal Skills (patient!) – Understand Business – Methodical/Analytical – Technical knowledge – Multi-lingual
  • 52. Continual Service Improvement • Focus on Process owners and Service Owners • Ensures that service management processes continue to support the business • Monitor and enhance Service Level Achievements • Plan – do –check – act (Deming)
  • 53. Service Measurement • Technology (components, MTBF etc) • Process (KPIs - Critical Success Factors) • Service (End-to end, e.g. Customer Satisfaction) • Why? – Validation – Soundness of decisions – Direction – of future activities – Justify – provide factual evidence – Intervene – when changes or corrections are needed
  • 54. 7 Steps to Improvement
  • 55. ITIL Roles • 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!
  • 56. More Roles • Business Relationship Manager • Service Asset & Configuration – Service Asset Manager – Service Knowledge Manager – Configuration Manager – Configuration Analyst – Configuration Librarian – CMS tools administrator
  • 57. Functions and Processes • Process – Structured set of activities designed to accomplish a defined objective – Inputs & Outputs – Measurable – e.g. ?? • Function – Team or group of people and tools they use to carry out one or more processes or activities – Own practices and knowledge body – e.g. ??
  • 58. Further Learning • Do a 3-day course • We’re running one here 30th Mar – 1st April • Many training companies run these courses • ITSMF provides the full books • Internet forums and Groups – Linkedin Group – FacebookGroup – Both quite active • Video: http://cf.ilxgroup.com/itilv3pres/main.html
  • 59. Accreditation • Today’s seminar is not accredited • 3 days gives the foundation level • APM Group manages accreditation and certification – BCS/ISEB is accredited by APM
  • 60. Thank You !!! For More Information click below link: Follow Us on: http://vibranttechnologies.co.in/itil-classes-in-mumbai.html