Post on 18-Jan-2016
ITIL IN A NUTSHELL
• History
• Definition ITSM
• What is ITIL
• ITIL Modules
• Service Support
• Service Delivery
OVERVIEW
ITIL PROCESSES
• Summary
• More Info
IMPLEMENTATION
• Service Security
• ITSM Implementation
• ITIL Scope
• ITIL vs Stakeholders
•Security Management
• The Big Picture
©2007 Hans R. Scholl, MSc FOR PRIVAT USE ONLY 1
Welcome to ITIL
Welcome
The next half hour will give you a brief introduction into ITIL.
ITIL In A Nutshell
ITIL IN A NUTSHELL
• History
• Definition ITSM
• What is ITIL
• ITIL Modules
• Service Support
• Service Delivery
OVERVIEW
ITIL PROCESSES
• Summary
• More Info
IMPLEMENTATION
• Service Security
• ITSM Implementation
• ITIL Scope
• ITIL vs Stakeholders
•Security Management
• The Big Picture
©2007 Hans R. Scholl, MSc FOR PRIVAT USE ONLY 2
History
History
In IT evolution projected growth of standardization for processes and methods was not possible (or not desired). This led to many individual solutions.
Changes in size, structure and in the scope of functions of IT organizations soon showed the limits of individual solutions.
Thus, new standards for processes and methods had to be developed and were summarized under the term „ITSM“ (IT Service Management).
ITIL IN A NUTSHELL
• History
• Definition ITSM
• What is ITIL
• ITIL Modules
• Service Support
• Service Delivery
OVERVIEW
ITIL PROCESSES
• Summary
• More Info
IMPLEMENTATION
• Service Security
• ITSM Implementation
• ITIL Scope
• ITIL vs Stakeholders
•Security Management
• The Big Picture
©2007 Hans R. Scholl, MSc FOR PRIVAT USE ONLY 3
Definition ITSM
ITSM is a method for IT organizations to
plan manage develop deliver
IT Services
What is ITSM?
ITSM service delivery is customer-oriented as well as process-oriented.
By measuring and controlling (managing) IT services reach a high quality. Defined cost- and service targets are deliverable.
ITSM standardizes methods and processes and aligns corporate and department structures to business
processes.
An IT service is a service generated by an IT department or an IT organization for a customer.
But what is an IT service?
ITIL IN A NUTSHELL
• History
• Definition ITSM
• What is ITIL
• ITIL Modules
• Service Support
• Service Delivery
OVERVIEW
ITIL PROCESSES
• Summary
• More Info
IMPLEMENTATION
• Service Security
• ITSM Implementation
• ITIL Scope
• ITIL vs Stakeholders
•Security Management
• The Big Picture
©2007 Hans R. Scholl, MSc FOR PRIVAT USE ONLY 4
Implementation
ITSM implementation is a corporate task depending on active participation of customers, management and employees. It needs quality assurance according to the Deming cycle
ITIL IN A NUTSHELL
• History
• Definition ITSM
• What is ITIL
• ITIL Modules
• Service Support
• Service Delivery
OVERVIEW
ITIL PROCESSES
• Summary
• More Info
IMPLEMENTATION
• Service Security
• ITSM Implementation
• ITIL Scope
• ITIL vs Stakeholders
•Security Management
• The Big Picture
©2007 Hans R. Scholl, MSc FOR PRIVAT USE ONLY 5
The Big PictureITIL is one of the different ITSM frame-works in use.
Each of these has its own purpose and scope.
ITIL IN A NUTSHELL
• History
• Definition ITSM
• What is ITIL
• ITIL Modules
• Service Support
• Service Delivery
OVERVIEW
ITIL PROCESSES
• Summary
• More Info
IMPLEMENTATION
• Service Security
• ITSM Implementation
• ITIL Scope
• ITIL vs Stakeholders
•Security Management
• The Big Picture
©2007 Hans R. Scholl, MSc FOR PRIVAT USE ONLY 6
What is ITIL
ITIL is a framework of non-proprietary best practices for IT organizations to achieve improvements in efficiency of IT processes by using a process-orientated and scalable approach.
ITIL stands for Information Technology Infrastructure Library.
ITIL is accredited as „de-facto standard“ for ITSM since the 1990ies.
Today ITIL is available in versions 2 & 3 which vary in their approach, but not in the methods they define.
ITIL 2.0 contains 2 areas with 12 core modules and the cross- process-area security management.
ITIL IN A NUTSHELL
• History
• Definition ITSM
• What is ITIL
• ITIL Modules
• Service Support
• Service Delivery
OVERVIEW
ITIL PROCESSES
• Summary
• More Info
IMPLEMENTATION
• Service Security
• ITSM Implementation
• ITIL Scope
• ITIL vs Stakeholders
•Security Management
• The Big Picture
©2007 Hans R. Scholl, MSc FOR PRIVAT USE ONLY 7
ITIL Scope
ITIL is designed for service quality
Get it Keep it Increase it And do it accordingly to
the various expectations of its stakeholders:
Business Customers Users
ITIL IN A NUTSHELL
• History
• Definition ITSM
• What is ITIL
• ITIL Modules
• Service Support
• Service Delivery
OVERVIEW
ITIL PROCESSES
• Summary
• More Info
IMPLEMENTATION
• Service Security
• ITSM Implementation
• ITIL Scope
• ITIL vs Stakeholders
•Security Management
• The Big Picture
©2007 Hans R. Scholl, MSc FOR PRIVAT USE ONLY 8
The ITIL Modules
ITIL is split into 3 main areas:
Service Support Service Delivery Service Security
A new area for ITIL is Application Management (with rapidly increasing
popularity) that straightens up the rumour that ITIL is only for IT operations.
Application Management joins IT operations and application development.
Service Support contains:
Service Desk (a function, not a process)
Incident Management Problem Management Change Management Configuration Management Release Management
Service Delivery contains:
Service Level Management Capacity Management Availability Management Financial Management IT Service Continuity
Management
Service Security: A cross-section process with various interfaces to all other processes.
ITIL IN A NUTSHELL
• History
• Definition ITSM
• What is ITIL
• ITIL Modules
• Service Support
• Service Delivery
OVERVIEW
ITIL PROCESSES
• Summary
• More Info
IMPLEMENTATION
• Service Security
• ITSM Implementation
• ITIL Scope
• ITIL vs Stakeholders
•Security Management
• The Big Picture
©2007 Hans R. Scholl, MSc FOR PRIVAT USE ONLY 9
ITIL vs. Stakeholders Expectations
Management
Customer
Supplier
User
IT Organization
ITIL IN A NUTSHELL
• History
• Definition ITSM
• What is ITIL
• ITIL Modules
• Service Support
• Service Delivery
OVERVIEW
ITIL PROCESSES
• Summary
• More Info
IMPLEMENTATION
• Service Security
• ITSM Implementation
• ITIL Scope
• ITIL vs Stakeholders
•Security Management
• The Big Picture
©2007 Hans R. Scholl, MSc FOR PRIVAT USE ONLY 10
The Core Module Service Support (SS)
Service Support supplies „day to day“ IT services.
ITIL IN A NUTSHELL
• History
• Definition ITSM
• What is ITIL
• ITIL Modules
• Service Support
• Service Delivery
OVERVIEW
ITIL PROCESSES
• Summary
• More Info
IMPLEMENTATION
• Service Security
• ITSM Implementation
• ITIL Scope
• ITIL vs Stakeholders
•Security Management
• The Big Picture
©2007 Hans R. Scholl, MSc FOR PRIVAT USE ONLY 11
Service Desk
MISSION SCOPE
PROCESS
Service Desk acts as interface function between IT organization and end user. It represents the IT organization to the public.
Service Desk warrants the accessibility of IT organization for end users. It operates as a SPOC (single point of contact)
Benefits Better user/customer satisfaction through
centralized availability (SPOC) and fast help
Efficient resource assignment Analyses of requests and incidents for
service quality increase Information to problem management Information to users increases IT
acceptance Information to management proving
the value of IT to business processes
ITIL IN A NUTSHELL
• History
• Definition ITSM
• What is ITIL
• ITIL Modules
• Service Support
• Service Delivery
OVERVIEW
ITIL PROCESSES
• Summary
• More Info
IMPLEMENTATION
• Service Security
• ITSM Implementation
• ITIL Scope
• ITIL vs Stakeholders
•Security Management
• The Big Picture
©2007 Hans R. Scholl, MSc FOR PRIVAT USE ONLY 12
Incident Management In The ITIL Context
ITIL IN A NUTSHELL
• History
• Definition ITSM
• What is ITIL
• ITIL Modules
• Service Support
• Service Delivery
OVERVIEW
ITIL PROCESSES
• Summary
• More Info
IMPLEMENTATION
• Service Security
• ITSM Implementation
• ITIL Scope
• ITIL vs Stakeholders
•Security Management
• The Big Picture
©2007 Hans R. Scholl, MSc FOR PRIVAT USE ONLY 13
Incident Management
MISSION
SCOPE
PROCESS
Incident Management registers, categorizes, prioritizes and tracks all incidents, requests and orders of customers and users, with the objective to solve them as fast as possible.
Service recovery as fast as possible
with minimal impact on users
Managing incidents during their entire life cycle
Supporting business activities
Benefits Shorter reaction and recovery time Better customer orientation Early recognition of problem areas Less incidents with business applications Higher availability of IT services Better management information about
service quality Knowledge about maturity of business app.
ITIL IN A NUTSHELL
• History
• Definition ITSM
• What is ITIL
• ITIL Modules
• Service Support
• Service Delivery
OVERVIEW
ITIL PROCESSES
• Summary
• More Info
IMPLEMENTATION
• Service Security
• ITSM Implementation
• ITIL Scope
• ITIL vs Stakeholders
•Security Management
• The Big Picture
©2007 Hans R. Scholl, MSc FOR PRIVAT USE ONLY 14
Problem Management In The ITIL Context
ITIL IN A NUTSHELL
• History
• Definition ITSM
• What is ITIL
• ITIL Modules
• Service Support
• Service Delivery
OVERVIEW
ITIL PROCESSES
• Summary
• More Info
IMPLEMENTATION
• Service Security
• ITSM Implementation
• ITIL Scope
• ITIL vs Stakeholders
•Security Management
• The Big Picture
©2007 Hans R. Scholl, MSc FOR PRIVAT USE ONLY 15
Problem Management
MISSION
SCOPE
PROCESS
Problem Management analyses all incidents with a special view on their main causes. Based on this information the recommendation of changes is supported by problem management.
Stabilisation of services by
Recognition of incident causes
Initiation of changes
Trend analyses
2nd and 3rd level support for incidents.
unknown error
Request for Change
Problem control
• Identification and Recording• Classification• Resource Allocation• Diagnosis & Analyses• Definition Known Error
Error control
• Identification of Known Errors• Solution for KE• Recording of Solution• Closing KE
Benefits Higher availability and less interruption of
IT services by incident prevention Proactive analyses to prevent „cross-
system“ incidents Minimizing the effects of system failures Number and severity of known errors as
criteria for investment decisions Better training for, and communication with
users and customers
ITIL IN A NUTSHELL
• History
• Definition ITSM
• What is ITIL
• ITIL Modules
• Service Support
• Service Delivery
OVERVIEW
ITIL PROCESSES
• Summary
• More Info
IMPLEMENTATION
• Service Security
• ITSM Implementation
• ITIL Scope
• ITIL vs Stakeholders
•Security Management
• The Big Picture
©2007 Hans R. Scholl, MSc FOR PRIVAT USE ONLY 16
Change Management In The ITIL Context
ITIL IN A NUTSHELL
• History
• Definition ITSM
• What is ITIL
• ITIL Modules
• Service Support
• Service Delivery
OVERVIEW
ITIL PROCESSES
• Summary
• More Info
IMPLEMENTATION
• Service Security
• ITSM Implementation
• ITIL Scope
• ITIL vs Stakeholders
•Security Management
• The Big Picture
©2007 Hans R. Scholl, MSc FOR PRIVAT USE ONLY 17
Change Management
MISSION SCOPE
PROCESS
Change Management is a critical successor for companies. It manages and controls the permanent change of business requests to the IT.
Efficient and economical implementation of authorized changes with maximum risk prevention for existing or new IT services.
Benefits Less impairment of IT and business
through changes Reliable cost forecast Fewer faulty changes Less incidents with business applications Better communication with customers Valuable management information Higher productivity of users and IT
ITIL IN A NUTSHELL
• History
• Definition ITSM
• What is ITIL
• ITIL Modules
• Service Support
• Service Delivery
OVERVIEW
ITIL PROCESSES
• Summary
• More Info
IMPLEMENTATION
• Service Security
• ITSM Implementation
• ITIL Scope
• ITIL vs Stakeholders
•Security Management
• The Big Picture
©2007 Hans R. Scholl, MSc FOR PRIVAT USE ONLY 18
Release Management In The ITIL Context
ITIL IN A NUTSHELL
• History
• Definition ITSM
• What is ITIL
• ITIL Modules
• Service Support
• Service Delivery
OVERVIEW
ITIL PROCESSES
• Summary
• More Info
IMPLEMENTATION
• Service Security
• ITSM Implementation
• ITIL Scope
• ITIL vs Stakeholders
•Security Management
• The Big Picture
©2007 Hans R. Scholl, MSc FOR PRIVAT USE ONLY 19
Release Management
MISSION SCOPE
PROCESS
Release Management is the „change implementer“ and furthermore responsible for backing up authorized software and its deployment in productive and remote IT systems.
Definition of release policies Controlling of SW development Managing of service releases Soft and HW Audits via CMDB Deployment of SW, HW and CI‘s Control of definite sw library / definite
HW store
Benefits Centralized deployment of consistent SW Finding and elimination of incorrect SW
versions Guaranteed SW quality Error prevention with coordinated releases SW stored in a secure place SW for regions can be centrally assembled
and controlled Little risk of illegal SW Little risk of viruses and SW hacks Baseline and secure SW versions for
recovery
ITIL IN A NUTSHELL
• History
• Definition ITSM
• What is ITIL
• ITIL Modules
• Service Support
• Service Delivery
OVERVIEW
ITIL PROCESSES
• Summary
• More Info
IMPLEMENTATION
• Service Security
• ITSM Implementation
• ITIL Scope
• ITIL vs Stakeholders
•Security Management
• The Big Picture
©2007 Hans R. Scholl, MSc FOR PRIVAT USE ONLY 20
Configuration Management In The ITIL Context
ITIL IN A NUTSHELL
• History
• Definition ITSM
• What is ITIL
• ITIL Modules
• Service Support
• Service Delivery
OVERVIEW
ITIL PROCESSES
• Summary
• More Info
IMPLEMENTATION
• Service Security
• ITSM Implementation
• ITIL Scope
• ITIL vs Stakeholders
•Security Management
• The Big Picture
©2007 Hans R. Scholl, MSc FOR PRIVAT USE ONLY 21
Configuration Management
MISSION
SCOPE
PROCESSConfiguration Management depicts a logical reproduction of the IT infrastructure and administrates its physical and virtual assets
Supplies information about the IT infra structure for
All other ITSM processes
The IT Management
Benefits Legal compliances easy to be fulfilled Detailed information for all other ITSM
processes available. Support of impact and risk analyses for
changes and trend analyses of problems Lower error risk in case of changes Support for budgeting Basis for Service Level Management
ITIL IN A NUTSHELL
• History
• Definition ITSM
• What is ITIL
• ITIL Modules
• Service Support
• Service Delivery
OVERVIEW
ITIL PROCESSES
• Summary
• More Info
IMPLEMENTATION
• Service Security
• ITSM Implementation
• ITIL Scope
• ITIL vs Stakeholders
•Security Management
• The Big Picture
©2007 Hans R. Scholl, MSc FOR PRIVAT USE ONLY 22
Configuration Management Context (1) Configuration Management supports and uses various other
processes from service support
ConfigIncident
Problem
Change
Release
Information about CI Information about exist. work around Information about effected services
Information about problems and CI Information for problem analyses
Information about planned releases
Information about changes in the IT infra structure
ITIL IN A NUTSHELL
• History
• Definition ITSM
• What is ITIL
• ITIL Modules
• Service Support
• Service Delivery
OVERVIEW
ITIL PROCESSES
• Summary
• More Info
IMPLEMENTATION
• Service Security
• ITSM Implementation
• ITIL Scope
• ITIL vs Stakeholders
•Security Management
• The Big Picture
©2007 Hans R. Scholl, MSc FOR PRIVAT USE ONLY 23
ConfigSL
Availability
Finance
Capacity Continuity
uses information about relations of CI and infrastructure with services
uses information about CIs for the assignment of cost and accounting
uses information about CIs for planning purposes
uses information about CIs for the capacity plan
uses information about CIs for recovery planning purposes
Configuration Management Context (2) Configuration Management supports and uses various other
processes from service delivery
ITIL IN A NUTSHELL
• History
• Definition ITSM
• What is ITIL
• ITIL Modules
• Service Support
• Service Delivery
OVERVIEW
ITIL PROCESSES
• Summary
• More Info
IMPLEMENTATION
• Service Security
• ITSM Implementation
• ITIL Scope
• ITIL vs Stakeholders
•Security Management
• The Big Picture
©2007 Hans R. Scholl, MSc FOR PRIVAT USE ONLY 24
Service Delivery
Service Delivery includes long term planning and improvement of IT services.
ITIL IN A NUTSHELL
• History
• Definition ITSM
• What is ITIL
• ITIL Modules
• Service Support
• Service Delivery
OVERVIEW
ITIL PROCESSES
• Summary
• More Info
IMPLEMENTATION
• Service Security
• ITSM Implementation
• ITIL Scope
• ITIL vs Stakeholders
•Security Management
• The Big Picture
©2007 Hans R. Scholl, MSc FOR PRIVAT USE ONLY 25
Capacity Management In The ITIL Context
ITIL IN A NUTSHELL
• History
• Definition ITSM
• What is ITIL
• ITIL Modules
• Service Support
• Service Delivery
OVERVIEW
ITIL PROCESSES
• Summary
• More Info
IMPLEMENTATION
• Service Security
• ITSM Implementation
• ITIL Scope
• ITIL vs Stakeholders
•Security Management
• The Big Picture
©2007 Hans R. Scholl, MSc FOR PRIVAT USE ONLY 26
Capacity Management
MISSION SCOPECapacity Management guarantees that the most proper and most cost-efficient IT capacity is allocated in time to meet business requests.
It identifies the business requirements to IT resources, forecasts the workload and plans IT resources
Forecast of necessary cost-efficient IT capacities to fulfil agreed service levels.
CM provides information about
Components to be set up or equipped
When to set up
Expenses of the set up
PROCESS
Benefits Known resources- and capacity-needs of
customers Low feasibility of capacity bottlenecks Optimal use of available resources Exact and reliable forecasts of future
demand Increasing profitability of IT services Enhancement of customer relationship Lower risk of performance problems or
failure "Planned buying is cheaper than panic
buying."
ITIL IN A NUTSHELL
• History
• Definition ITSM
• What is ITIL
• ITIL Modules
• Service Support
• Service Delivery
OVERVIEW
ITIL PROCESSES
• Summary
• More Info
IMPLEMENTATION
• Service Security
• ITSM Implementation
• ITIL Scope
• ITIL vs Stakeholders
•Security Management
• The Big Picture
©2007 Hans R. Scholl, MSc FOR PRIVAT USE ONLY 27
Availability Management In The ITIL Context
ITIL IN A NUTSHELL
• History
• Definition ITSM
• What is ITIL
• ITIL Modules
• Service Support
• Service Delivery
OVERVIEW
ITIL PROCESSES
• Summary
• More Info
IMPLEMENTATION
• Service Security
• ITSM Implementation
• ITIL Scope
• ITIL vs Stakeholders
•Security Management
• The Big Picture
©2007 Hans R. Scholl, MSc FOR PRIVAT USE ONLY 28
Availability Management
MISSION
SCOPE
Availability Management strategically forecasts the availability level aligned to business demands.
AM assures that services (corresponding to agreed service levels) are available.
Guarantees that costs for availability and the level of availability are adequate
Availability policies are permanently monitored and increased
Occurrence and duration of "non-availabilities" decline
"Proactivity" means better service quality
Forecast, planning and management for the availability of IT services
PROCESS
Benefits Support for service level management Exact measurement criteria cause precise
SLA None achieved SLA can be identified Better quality and easier management of IT
infra structure Occurrence and duration of "non-
availabilities" decline Change in IT mentality from "reactive" to
"pro active" services Easier cost justification for IT services AM makes service improvement visible
ITIL IN A NUTSHELL
• History
• Definition ITSM
• What is ITIL
• ITIL Modules
• Service Support
• Service Delivery
OVERVIEW
ITIL PROCESSES
• Summary
• More Info
IMPLEMENTATION
• Service Security
• ITSM Implementation
• ITIL Scope
• ITIL vs Stakeholders
•Security Management
• The Big Picture
©2007 Hans R. Scholl, MSc FOR PRIVAT USE ONLY 29
Financial Management In The ITIL Context
ITIL IN A NUTSHELL
• History
• Definition ITSM
• What is ITIL
• ITIL Modules
• Service Support
• Service Delivery
OVERVIEW
ITIL PROCESSES
• Summary
• More Info
IMPLEMENTATION
• Service Security
• ITSM Implementation
• ITIL Scope
• ITIL vs Stakeholders
•Security Management
• The Big Picture
©2007 Hans R. Scholl, MSc FOR PRIVAT USE ONLY 30
Financial Management for IT Services
MISSIONFinancial Management identifies and analyses the cost for IT services and creates realistic methods for charging them. Its greatest benefit is the cost transparency for customers.
SCOPE
For internal IT service providers: The cost control of IT component services and affiliated IT services
For external targeted IT service providers: Cost-input for precise invoices and the support of strategic investment decisions
PROCESS
Business IT Requirements
IT Operational Plan
Accountinginvoice
charginginternal
external
FinancialObjectives
Accounting Models
Charging Policies
feedback about charging forecastsfor the company
Benefits IT accounting supports the IT management Statements about efficiency of specific IT
services are possible. Informed decisions about IT services and
investments Outline about the costs of service failures for
budgeting in strategically planning Transparency of costs for customers
ITIL IN A NUTSHELL
• History
• Definition ITSM
• What is ITIL
• ITIL Modules
• Service Support
• Service Delivery
OVERVIEW
ITIL PROCESSES
• Summary
• More Info
IMPLEMENTATION
• Service Security
• ITSM Implementation
• ITIL Scope
• ITIL vs Stakeholders
•Security Management
• The Big Picture
©2007 Hans R. Scholl, MSc FOR PRIVAT USE ONLY 31
Continuity Management In The ITIL Context
ITIL IN A NUTSHELL
• History
• Definition ITSM
• What is ITIL
• ITIL Modules
• Service Support
• Service Delivery
OVERVIEW
ITIL PROCESSES
• Summary
• More Info
IMPLEMENTATION
• Service Security
• ITSM Implementation
• ITIL Scope
• ITIL vs Stakeholders
•Security Management
• The Big Picture
©2007 Hans R. Scholl, MSc FOR PRIVAT USE ONLY 32
IT Service Continuity Management
initialize
• start continuity mngmt.
• analysing business impact• risk analyses• business continuity strategy
planning • stand by procedures• recovery plans• arrangements for risk prevention• developing procedures• initial tests
• create awareness• training• checking• testing• change control• controlling
committingrequirements and strategies
implemen-tation
managingoperational ITSM
MISSIONContinuity Management (ITSCM) guarantees that an organization is able to recover essential services in case of disaster. ITSCM reduces the cost and the time for recovery.
SCOPE
ITSCM recovers projected services in projected time, e.g.:
IT systems, network, applications etc.
PROCESS
Benefits
Organizations increasingly dependent on IT have increasing needs for recovery planning to
lower insurance rates improve legal compliance positively prove emergency measures reach competitive advantages
ITIL IN A NUTSHELL
• History
• Definition ITSM
• What is ITIL
• ITIL Modules
• Service Support
• Service Delivery
OVERVIEW
ITIL PROCESSES
• Summary
• More Info
IMPLEMENTATION
• Service Security
• ITSM Implementation
• ITIL Scope
• ITIL vs Stakeholders
•Security Management
• The Big Picture
©2007 Hans R. Scholl, MSc FOR PRIVAT USE ONLY 33
Service Level Management In The ITIL Context
ITIL IN A NUTSHELL
• History
• Definition ITSM
• What is ITIL
• ITIL Modules
• Service Support
• Service Delivery
OVERVIEW
ITIL PROCESSES
• Summary
• More Info
IMPLEMENTATION
• Service Security
• ITSM Implementation
• ITIL Scope
• ITIL vs Stakeholders
•Security Management
• The Big Picture
©2007 Hans R. Scholl, MSc FOR PRIVAT USE ONLY 34
Service Level Management
MISSIONService Level Management balances customer requests with the ability of the IT organization to deliver services. It continuously tunes and controls service level agreements and so guarantees and optimizes service quality.
SCOPE Continuous improving of customer relationship
Better specification of, and knowledge about, service requirements
Higher flexibility and better response of service providers
Well-balanced ratio between customer request and cost of service
Measurable service levels
Quality increase
Cost transparency
PROCESS
Benefits
Service Level Management delivers measurable service level agreements.
Careful balancing of customer service requests between cost and complexity.
Exact specification of IT resources. Reduction of unpredictable demand. Decrease of acquisition cost by early
negotiations with suppliers. Establishing of a basis of comparison for
service improvement and customer satisfaction.
ITIL IN A NUTSHELL
• History
• Definition ITSM
• What is ITIL
• ITIL Modules
• Service Support
• Service Delivery
OVERVIEW
ITIL PROCESSES
• Summary
• More Info
IMPLEMENTATION
• Service Security
• ITSM Implementation
• ITIL Scope
• ITIL vs Stakeholders
•Security Management
• The Big Picture
©2007 Hans R. Scholl, MSc FOR PRIVAT USE ONLY 35
Service Security
Security Management is a cycle of activities to produce a defined and adequate level of security.
Customer
Service Level Management
reports SLA SLR
Service Planning
Appraisal Implement
Control
reports Requirements
ITIL IN A NUTSHELL
• History
• Definition ITSM
• What is ITIL
• ITIL Modules
• Service Support
• Service Delivery
OVERVIEW
ITIL PROCESSES
• Summary
• More Info
IMPLEMENTATION
• Service Security
• ITSM Implementation
• ITIL Scope
• ITIL vs Stakeholders
•Security Management
• The Big Picture
©2007 Hans R. Scholl, MSc FOR PRIVAT USE ONLY 36
Security Management in ITIL
MISSIONSecurity Management continuously plans, implements and evaluates security measures to assure a defined level of security for IT services.
SCOPE
Prevention of security incidents by clearly defined security management
Adequate and tactical reaction to security violations
Consolidation of security and business
Creation of a security plan
PROCESS
Control definition of processes, functions and responsibility
Planing definition of security policies
Implement creating awareness, implement measures
Appraisal checks of security with audits
Service checks of security with audits
Benefits
Stabilization of service capacity through projected and controlled minimization of security incidents.
Prevention of security incidents through clear security management.
Increase of service quality by establishing management and security policies to control safety requirements and the delivery of security relevant services.
Structural integration of security into IT. Lower vitiation of IT through coordinated
handling of security relevant changes. Adequate and cost –effective coverage of IT
services.
ITIL IN A NUTSHELL
• History
• Definition ITSM
• What is ITIL
• ITIL Modules
• Service Support
• Service Delivery
OVERVIEW
ITIL PROCESSES
• Summary
• More Info
IMPLEMENTATION
• Service Security
• ITSM Implementation
• ITIL Scope
• ITIL vs Stakeholders
•Security Management
• The Big Picture
©2007 Hans R. Scholl, MSc FOR PRIVAT USE ONLY 37
Executive Summary ITIL is one of various approaches to organize and run an IT
organization.
ITIL interacts with other methods and completes them.
ITSMITIL ISO
PM
PMOBokPrince2
QMCMM TQM
ITIL also acts as a tool within other methods.
ITSMITIL ISO
PM
PMOBokPrince2
QMCMM TQM
ITIL IN A NUTSHELL
• History
• Definition ITSM
• What is ITIL
• ITIL Modules
• Service Support
• Service Delivery
OVERVIEW
ITIL PROCESSES
• Summary
• More Info
IMPLEMENTATION
• Service Security
• ITSM Implementation
• ITIL Scope
• ITIL vs Stakeholders
•Security Management
• The Big Picture
©2007 Hans R. Scholl, MSc FOR PRIVAT USE ONLY 38
More Information
More information available under:
Offizielle ITIL Seite des OGC (Office of Government Commerce) – engl.
The ITIL definition site – engl. British Standards Institution Die Seite der ITIL-User-Group in Deutschland - der Verein
itSMF Deutschland e.V. http://de.wikipedia.org/wiki/ITIL http://www.serview.de/