ITIL in the Data Centre

Glenn AllanDC & Sustainable IT Strategy, National Australia Bank

Glenn Allan

Was : IT Operations Service management Operations Automation Relationship management Now : Data Centre Strategy GreenIT strategy

CDCDP , ITIL V2 Manager Certificate, V3 Expert

Agenda

ITIL what is it and why ITIL ? The ITIL Pieces and JigsawITIL linkages to the Data Centre Change & ReleaseIncident Lifecycle Management

ITIL’s Business benefits

Moving from reactive to proactive Incident management

Pushing down the cost of Incident Management Managing Strategic demand Delivering value to the business Driving efficiencies through customer self service Driving quality through the Service Lifecycle Groups technology in to digestible services

Why ITIL ?

ITIL is a framework that allows technology to describe services in business terms. Therefore improving communication and business ownership of IT.

ITIL is the fastest growing discipline in IT world wide. ITIL give structure and common language to everyday

events that improves communications. (30% of benefit is language and understanding)

ITIL by reuse of common process increases Continuous Improvement .

NB .ITIL should fit you company not you company fit the framework!

The cost of falling behind

The ITIL Lifecycle

Five ITIL Areas • Service Strategy• Service Design• Service Transition• Service Operation• Continual Service

Improvement

Wrapped in an ongoing cycle

ITIL functions & Processes

Path to Production

Today Touch

ITILs interconnectivity

ITIL's Key disciplines

Incident management Problem management Change management Release managementRequest fulfilment Knowledge management Continuous Improvement …

Incident & Problem Management

Incident Management is all about returning the customers service to normal ASAP .

Problem Management is root cause analysis of incidents seeing trends and interpreting data Why did it the service break ?

Separating Change & Release management

and Request Fulfilment

Change Management : Changes can be generated from incident, business request, events, or maintenance. The change process includes the controls & communication & meetings that co-ordinate and give permission to proceed into production.

Release management : A set of changes that are tested together and enter the system as a set or batch. While may not be related in code or purpose they fates are tied together. One fail they all get backed out. These normal have routine windows! E.g. : security patches.

Request Fulfilment :Simple change done with high confidence and regular repetition that known as safe. Often done with single party authority and generally is not filtered through change process but auto-approved e.g.: Create a new employees logon, produce a report…

Release Management

Scheduled cyclic work or windows that have simular risk or disruption to business. Done together as piece of work often have things in common e.g.: Resources are same or large group required. Dependencies and priorities are known and agreed. Calender may run for years in advance and these are given

priority on their dates. Fall-back planning is required, windows may be tight . System has known regular times for maintenance. Egs: Large system upgrades, Infrastructure maintenance,

power train changes, cooling changes.

Knowledge Management

• CMDB Configuration Management Data Base is the ultimate source of truth in you organisation and hold information ideally about all data about IT assets, life cycle management, service dependencies' ,SLAs, business owners of service, resources, software, maintenance schedules.

• It may not be one data base!

• It should answer questions you need to answer about assets

• Should describe the lifecycle management cradle to grave.

• SLA or service expectations hours of service etc…

How to migrate to ITIL

Engage and learn the rules Build change templates to save time Move from Change to request (where appropriate)

Move from Change to Release (Plan ) Communicate as early as possible Establish you core contacts with each process. Ask Questions about how to make your life

easier.

Questions & Contact

Q&A ???

glenn.allan@nab.com.au

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