C O N N E C T I N G B U S I N E S S & T E C H N O L O G Y IT Infrastructure Library (ITIL) Part 1 -...

C O N N E C T I N G B U S I N E S S & T E C H N O L O G Y

IT Infrastructure Library (ITIL)IT Infrastructure Library (ITIL)

Part 1 - Introduction

Jean-Marc Chevereau

Directeur SSM

2

Version 2004ITIL-Part1-Introduction


Agenda

1-1 DEVOTEAM

1-2 Introduction to Quality, Process, Roles…

1-3 ITIL Overview

1-4 Definitions

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Le Groupe DEVOTEAMLe Groupe DEVOTEAM

Conseil et ingénierie en infrastructure des systèmes d’informationConseil et ingénierie en infrastructure des systèmes d’information

DOMAINES D’EXPERTISEDOMAINES D’EXPERTISESECTEURS D’ ACTIVITESECTEURS D’ ACTIVITE TYPES D’INTERVENTIONTYPES D’INTERVENTION

Un acteur européen de référence : CA prévisionnel 2004 de 150 M€ Effectifs de 1 800 collaborateurs. Présence dans 9 pays d’Europe et au Moyen-

Orient.

Une clientèle fidèle de 500 grands comptes européens dans tous les secteurs.

Une stratégie de croissance pérenne

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Par la spécialisation et la maîtrise des technologies.

Par la richesse des compétences et la capitalisation des expériences.

Par un accompagnement complet : conseil, intégration et opérations.

Aider nos clients à tirer profit des solutions innovantes dans les technologies de l’information

CONSULTINGCONSULTING SOLUTIONSSOLUTIONS OPERATIONSOPERATIONS

Siticom Consulting,

XP Conseil,

Cesmo,

Expertise,

Intégration,

Projets.

Infrastructures,

Qualité de service,

Sécurité.

Open source,

Projets applicatifs.

Infogérance,

Services récurrents,

Déploiement,

Support.

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Gestion des

Incidents et des problèmes Support utilisateurs Diminution du nombre des incidents récurrents

Rétablir le service dans le respect des contrats établis

Gestion des contrats de services Gestion des contrats Collecte des indicateurs Analyse des tendances

Respect des engagements

Disponibilité Supervision des réseaux, systèmes et application supervision de bout en bout Centralisation, corrélation et gestion des événements Vues métiers

Garantir une disponibilité maximale

Gestion de capacité Capacity planning Analyse des tendances Gestion des performances / Qos

Anticiper les évolutions

Déploiement Télédistribution Gestion des nomades Gestion de la bande passante

Maîtriser le déploiement d'applications

Gestion des configurations et des changements

Gestion des demandes de changements Gestion parc et inventaire automatique

Maîtriser les changements

Offre SSM : outiller ITIL



1-2 – Introduction to Quality, Process, Role…

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Service and Quality

• IT-service : the total management (maintenance and exploitation) of the IT-infrastructure.

• Products : are developed by the supplier and the customer can’t change much about the quality of the product. De customer judges the product by specific criteria like colours, size etc. (objective)

• Services : based on interaction with the customer. Services can’t be judged previously, but only when the are provided. The quality of a service is depending on the way the supplier and customer manage their relation.

• Quality : the level of the service judged by the customer based on demands and expectations. Quality is the fitness for use.

• Business-IT alignment : matching/adjusting the policy of the IT-service provider to the policy of the customer organisation.

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Quality

D P

C A

Turning directionof the wheel

Qualityimprovement

Qualityassurance Quality care

1 Plan2 Do3 Check4 Act

2 1

3 4

Deming quality-circle

ITILISO-900X

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Culture of organisations

IMPROVISATION

Unique situations

Immediate action

“Do something”

Trial and error

ROUTINE

Repetitive

Familiar

Continuous

Automatic

PROCESSING

Cyclic

Structured

Especially designed

Managed

PROJECTS

Temporary

One time only

Defined purposeDedicated organization

Culture : the way of life of a group of people in a organisation, based on behaviours, beliefs, values, and symbols that they

accept, generally without thinking about them, and that are passed along by

communication.

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• A process is the execution of all activities, necessary to achieve a predefined result.

• A process is cyclic, and constantly improving. (Plan, Do, Check, Maintain)

• A process does not change, unless the mission changes.

Process

Activities

Measure / Control

Standard Policy

OutputInput

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Management of processes

Where do we want to be?

Where are we now?

How can we get

where we want to be?

How do we know

we have arrived?

Vision and targets

Assessment

Adjust the processes

Metrics

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Definition of working with processes

Working with processes : the solution to get from a task-oriented (departmental) organization to a comprehensive entity, that combines tasks and aims them at a specified result.

A process regulates the transfer of responsibilities, and guarantees progress.

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• Overview of work at hand and status• Improved efficiency, higher productivity• Result tangible and predictable• Knowledge and skills optimally applied• Learning curve for organisation• Transfer of tasks easier• New activities easily adopted• Lower impact of human error

....structured quality improvement.......

Advantages of working in processes

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• Change from current situation

• Requires discipline

• Risk for bureaucracy

• Overhead during start-up (and process-maintenance)

Disadvantages of working in processes

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Theory and practice

In theory there is no difference between theory and practice.

In practice there is always a difference.



1-3 – ITIL Overview

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Introduction ITIL

Information Technology Infrastructure Library

ITIL is a methodology describing the design and implementation of processes for IT-management, based on best practices

ITIL is focused on effective en efficient managing of IT-services

ITIL is a set of books Documentation of best practice for IT Service Management (ie

Management of Services to meet the Customer’s requirements) Series of books giving guidance on the provision of quality IT services,

and on the accommodation and environmental facilities needed to support IT

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History

From 90’s CCTA (Central Computer and Telecommunications Agency), a UK

governement agency, developped a framework to optimize IT management.

The main goal is to adapt IT processes and organizations to business needs and to increase the IT value for enterprises.

ITIL define the whole of IT processes to improve the quality of management and the whole of best practices.

Who develop ITIL ? OGC = Office of Government Commerce ITSMF = IT Service Management Forum BSI = British Standards institute ISEB = Information System Examination Board EXIN = EXamination INstitute

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Organisation Service Management

Organisation

IT Services

Service Management

ITIL

Organisationprocesses

How

How

How

Why

Why

Why

Business IT-alignment

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IT - Infrastructure

IT-Infrastructure is the whole set of :

- technological components- system- and application-software- documentation- procedures

needed to realise one or more IT services

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ITIL and processes

ITIL describes a consistent framework of IT activities

ITIL helps to identify and describe the processes in an

(IT) organisation

ITIL helps to translate the processes into procedures, working instructions, organisation- and role-profiles

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Advantages of ITIL

Customer• Services are more customer focused, agreements about the quality of

services improve the relationship• Services are better described• Quality and costs of IT-services are manageable. The costumer can

decide.• Communication will be improved by agreements of contacts.

IT-Department• IT Service is more aimed on business goals. • Management is able to adjust and manage the IT organization• Changes are better under control• A clear frame of reference for internal communication,

standardizations en recognition of procedures

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New series : 6 principale elements (1)

Service Support (2001) Service Delivery (2001) Planning to Implement Service Management (2002)

explains the steps necessary to identify how an organisation might expect to benefit from ITIL, and how to set about reaping those benefits

ICT Infrastructure Management (2002) Network Service Management, Operations Management, Management of

Local Processors, Computer Installation and Acceptance, Systems Management.

Applications Management (2002) Software Development Lifecycle, Software Lifecycle Support, Testing of IT

Services. More detail on Business Change The Business Perspective (2002)

IT service provision, Business Continuity Management, Partnerships and Outsourcing, Surviving Change and Transformation of business practices through radical change.

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Service Support & Service Delivery

Service Support Service Delivery

•Service deskService desk

•Incident Management Incident Management

•Problem managementProblem management

•Configuration managementConfiguration management

•Change managementChange management

•Release ManagementRelease Management

•Service Level ManagementService Level Management

•Availability ManagementAvailability Management

•Capacity ManagementCapacity Management

•IT Service Continuity IT Service Continuity

ManagementManagement

•Financial ManagementFinancial Management

•Security ManagementSecurity Management

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Code of practice for IT Service Management

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Service support process model

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Service delivery process model



1-4 – Definitions

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Definition (1)

Service Desk The single point of contact within the IT organisation for users of IT services

Incident Any event that is no part of standard operation of a srvice and that causes, or may

causes, an interruption to, or a reduction in, the quality of that service

Incident Control The process of identifying, recording, classifying and progressing incidents until

affected services return to normal operation

Problem Unknown underlying cause of one or more Incidents

Problem Management Process that minimizes the effect on customer(s) of defects in services and within

the infrastructure, human errors and external events

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Definition (2)

Configuration baseline Configuration of a product or a system established at a specific point of time,

wich captures both the structure and details of that product or system to be rebuilt at a later date.

Configuration Control Activities comprising the control of Changes to Configuration Items after

normally establishing its configuration documents. It includes the evaluation, coordination, approval or rejection of Changes. The implementation of Changes includes changes, deviations, and waivers that impact on the configuration.

Configuration Item Component of an infrastructure – or an Item, such as a Request for Change,

associated with an infrastructure – that is (or is to be) under the control of Configuration Management. CIs may vary widely in complexity, size and type, from an entire system (including all hardware, software and documentation) to a single module or a minor hardware component.

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Definition (3)

Configuration Management The process of identifying and defining configuration Items in a system, recording and

reporting the status of configuration items and request for change, and verifying the completness and correctness of Configuration Items.

Change The addition, modification or removal of approved, supported or baselined hardware,

network, software, application, environment, system, desktop build or associated documentation.

Change Control The procedure to ensure that all Changes are controlled, including the submission,

analysis, decision making, approval, implementation, and post implementation of the Change.

Change Management Process of controlling Changes to the infrastructure or any aspect of services, in a

controlled manner, enabling approved Changes with minimum disruption.

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Definition (4)

Release A collection of new and/or changed Cis wich are tested and

introduced into the live environment together.

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Contacts

CONTACT

Jean-Marc ChevereauPhone +33 1 69 85 78 25Fax +33 1 69 85 78 7615 av du Cap Horn 91 400 Les UlisFrance

www.apogee-om.frwww.devoteam.com

DEVOTEAM Group locations France

Denmark United Kingdom

Germany Austria

The Netherlands Belgium

Spain

© DEVOTEAMThis document has been prepared

by DEVOTEAM. It is not to be copied or reproduced in any way without Devoteam

express permission. Copies of this document must be accompanied by title, date and this

copyright notice.

File Info

Date of release

Authors Jean-Marc Chevereau

Sept 2004ITIL-Part1-Introduction

C O N N E C T I N G B U S I N E S S & T E C H N O L O G Y IT Infrastructure Library (ITIL) Part 1 -...

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