Robert R. Cumberland,Certified ITIL® Support & Restore

PractitionerServices Support Manager

Purdue University302 Wood St.

W. Lafayette, IN 47907-2108

(765) 496 8280robc@purdue.edu

Andrea StevensService Delivery and

Support ManagerCertified ITIL® Service ManagerThe University of Michigan

Michigan Administrative Information Services

ajsteven@bf.umich.edu(734) 647 3286

Dushmantha FernandoIT Service Manager

201A Computer CenterAcademic Computing and Network

ServicesMichigan State University

East LansingMichigan. MI 48824

dushf@msu.edu(517) 432 5309

ITIL 101 Panel Discussion

The organization of resources to

Provide

Effective and Efficient

IT Services.

People, Process, Products, Partners

IT Service Management

The drivers for high quality IT Services

• Increasing demands from business to

deliver effective IT Solutions/Services

• High visibility of failure

• Increasing complexity of IT Infrastructure

and processes

• Increasing competition

• Increased pressure to realise return on

investment

The Balance Between Quality and Cost

Performance

&

Availability

0

$

IT Service management objectives

• To align IT Services with the current and future needs of the business and its customers

• To improve the quality of IT Services delivered

• To reduce the long-term cost of service provision

Introduction

– A set of books

– A code of best practice for IT Service provision

– Non-proprietary

– Publicly available

– First written in 1986 – 1993

– Revised in 1999 – 2001

– ITIL V3.0 Released Jun 2007

ITIL Philosophy :

Building a service Culture. Not about technology !

• Capture industry “best practice”

• Organizations should adopt and adapt

• How to achieve standards in service

management

• Scalable – org size and need

• Platform independent

• Professional acceptance

Service Components

Portal

Application

Database

CommunicationsCommunications

ProviderService Desk

Functional A

reas

As Seen by the Customer…

Portal

Application

Database

CommunicationsCommunications

ProviderService Desk

Functional A

reas

Process Orientated Working

ITIL Service Support Processes

• Operational

• Short to medium-term management cycles

• Focus on control of the infrastructure

• Maintain flexibility of the infrastructure

• A basis for Service Delivery

Pro

duct

Prom

otion

Price

Distri

butio

n

Customers

Configuration

Management

Release Management Change

Management

Incident Management

Problem Management

User

ITIL Framework

Service Support

Processes

ITIL Service Delivery Processes

• Tactical

• Medium to longer term management cycles

• Focus on specific services

• What are the business requirements?

• How do we structure services to meet

these?

• What level of quality do we need and how

do we achieve it?

Service Level

Management

FinancialManagement

Continuity Management

Capacity Management

AvailabilityManagement

Supply Demand

Customer

ITIL FrameworkService Delivery Processes

ITIL Service Support Processes

Pro

duct

Prom

otion

Price

Distri

butio

n

Customers

ConfigurationManagement

Problem Management

ChangeManagement

Release Management

User

Incident Management

ITIL Service Support Processes

Incident Management

• Restore Normal Operation as quickly as possible

• Minimize the impact to the Business Operations

– Detect and Record

– Classify and Initial Support

– Investigate and Diagnosis

– Resolution and Recovery

– Closure

Problem Management

• Minimize the impact of Incidents and Problems

– Problem and Error Control

– Problem Identification and Record

– Categorize & Prioritize

– Investigate and Diagnosis - Root Cause - Known Error

– Identify Best Permanent Solution

– Request Change

Change & Release Management

• Manage the Change Process

– Hardware, System and Application Software,

Communications, and Documentation

• Manage a Collection of Changes to Hardware or Software

– Functional and Fit for Purpose Testing

– Communication, Training, Distribution, Installation

Configuration Management

• Authoritative source for Hardware, Software, Documentation

• Logical model of the infrastructure and services

• Processes

• Identification

• Control

• Status Accounting

• Verification and Audit

Service Delivery Processes

Service Delivery

• Service Delivery is the second of the two

core ITIL v2 books

• Process Involved

– IT Financial Management

– Capacity Management

– IT Service Continuity Management

– Availability Management

– Service Level Management

Service Level Management

Maintain and improve IT service quality through a constant cycle of

agreement, monitoring and reporting to meet the customers business

objectives

Service Level Management

Operational Level Agreements

Service Level Agreements

Service Catalog

Underpinning Contracts

Service Level

Requirements

IT Financial Management

• To provide cost effective stewardship of IT assets and resources

used in providing IT Services.

– Cost of unavailability, cost of change, cost of maintainability or

serviceability, etc.

IT Financial Management

Budgeting

Accounting

Charging

Capacity Management

Must understand the business required, the organizations

operation and the IT infrastructure and ensure all current

and future capacity and performance aspects of the business

requirement are provided cost effectively.

• Business Capacity Management:

Ensure future business requirements for IT Services

are considered, planned and implemented in a timely

manor.

• Service Capacity Management:

Responsible for performance of existing IT Services

meet business requirements as defined in SLAs.

• Resource Capacity Management:

Mgmt of individual IT components ensuring each has

the resources available to me business demands.

Availability Management

To optimize the capability of the IT infrastructure, services and

support organization in their efforts to deliver a cost effective

and sustained level of Availability enabling the business to meet

their objectives.

Guiding Principles

• Availability is at the core of business and User

satisfaction

• Recognizing that when things go wrong, it is still

possible to

achieve business and User satisfaction

• Improving availability can only begin after understanding

how the It Services support the business

IT Continuity Management

• To ensure that required IT technical and service facilities can be

recovered within required and agreed timescales.

IT Service Continuity

Management

Business Impact Analysis

IT Service Continuity Plan

Risk Assessment

ITIL V 3.0

Basics of v3

• 8 books go down to 5

• Organized as a lifecycle

Service Strategy

Service Design

Service Transition

Service Operation

Continual Service Improvement

• The course and testing structure changes

A Few of the Details on v3

• Incident

– Separates out Event Management, Request

Fulfillment, Access Management

• Problem

– Separation of Problem Control and Error Control

goes away

More v3

• Change– Some terminology changes

– No longer see minor, significant and major as a way to classify changes

– Introduce the Change Proposal

• Configuration – Now called Service Asset and Configuration Mgmt.

– Introduces Configuration Management System of which the CMDB is a part

– DML rather then DSL

Last Bits of v3

• SLM

– Introduces the Service Portfolio of which the

Service Catalog is a part

• IT Financial

– More emphasis on business justification and

value for the money

• Capacity

– The profile of Demand Management is raised

Question time ?