0% found this document useful (0 votes)
71 views27 pages

IT Infrastructure Library (ITIL)

An introduction to ITIL methodology

Uploaded by

John Paul
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PDF, TXT or read online on Scribd
0% found this document useful (0 votes)
71 views27 pages

IT Infrastructure Library (ITIL)

An introduction to ITIL methodology

Uploaded by

John Paul
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PDF, TXT or read online on Scribd
You are on page 1/ 27

IT INFRASTRUCTURE

LIBRARY (ITIL)

1
Session Objective

 Introduction to ITIL

 Benefits of ITIL

 ITIL Framework

 ITIL Terminology

 ITIL Processes

 ITIL Certification

 ITIL Quiz

2
Introduction to ITIL
 ITIL is best practice in IT Service Management.

 Created in the 1980's by the UK government’s CCTA (Central Computer


and Telecommunications Agency), now known as OGC.

 De-facto and the only standard for IT service management (ITSM).

 Assist organizations to develop a framework for IT Service Management.

 IT Service Management is a business driven approach to the management


of IT.

 To deliver a high quality IT service.

 IT Service Management is designed to focus on the people, processes and


technology issues that IT organizations face.

3
Benefits of ITIL
• Benefits to customer:

– IT service becomes more customer-focused.


– Services are described better, in customer language, and in more appropriate details.
– The quality, availability, reliability and cost of service are managed better.

• Benefits to IT organization:

– Reduced costs
– Improved IT services through the use of proven best practice processes
– Improved customer satisfaction through a more professional approach to service delivery
– Improved productivity
– Improved use of skills and experience
– Improved delivery of third party services through the specification of ITIL.

4
ITIL Framework

Version-1 : Ten core books.

Version – 2 : Two core books.

 Adapted by over 10,000


companies world over.

Supported by major IT vendors.

ITIL PUBLICATION FRAMEWORK  ITIL is not a method, it is a


framework .

5
ITIL Terminology
• An incident is a deviation from the (expected) standard operation of a system or service

• A problem is a condition that has been identified from one or more incidents exhibiting common
symptoms, for which the cause is unknown

• A known error is a condition identified by successful diagnosis of the root cause of a problem,
when it is confirmed that a CI is at fault.

• A Configuration Item (CI) is a component of the IT infrastructure that is, or is going to be part of
the IT Infrastructure. CI is controlled by change management.

• A Change is an action that results in a new status for one or more CI

• A Request for Change (RFC) is the main input to the Change Management process

• Service Level Agreement (SLA) – written agreement between service provider and Customer (s)
that document agreed service levels of a service

• Configuration Management Database (CMDB) contains all relevant details of each CI and
details of the important relationships between CIs.

• Definitive Software Library (DSL) is where the definitive authorized versions of all software CIs
are stored and protected 6
ITIL Processes
IT SERVICE MANAGEMENT

SERVICE SUPPORT SERVICE DELIVERY

SERVICE / HELP DESK SERVICE LEVEL


MANAGEMENT

INCIDENT MANAGEMENT FINANCIAL MANAGEMENT

PROBLEM MANAGEMENT CAPACITY MANAGEMENT

CONFIGURATION CONTINUITY MANAGEMENT


MANAGEMENT

CHANGE MANAGEMENT AVAILABILITY


MANAGEMENT

RELEASE MANAGEMENT
7
Service Delivery
 Describes the services the customer needs to support their business, and what is needed for
an IT service organization to provide these services.

 These are tactical processes.

8
Service Level Management
• Ensures that agreed services are delivered when and where they are supposed to be delivered.

• Dependent upon all the other areas of Service Delivery, to ensures that the agreed services are
provided in a secure, efficient and cost effective manner.

• The agreements created and maintained within the Service Level Management process are:
 Operational Level Agreements (OLA):
It is a written agreement between internal IT service groups which define key service targets
and responsibilities of both parties.
 Underpinning Contracts (UC):
It is the contract that exists between an IT service provider and an external supplier.
 Service Level Agreements (SLA):
At the heart of SLM is the concept of the Service Level Agreement (SLA).

• SLAs can be organized in two different ways:


 Service based SLAs
 Customer-based SLAs

• SLA Phases:
 Planning for SLA.
 Implementation of SLA,
 Monitor and report on SLA.

9
Financial Management

• Supports the organization in planning and executing its business objectives.

• Within an IT organization it is visible in three main processes:


 Budgeting
 IT Accounting
 Charging

• The Financial Management Processes:

 Budgeting: is the process of ensuring that the correct finance is available for the provision of
IT Services and that during the budget period they are not overspent.

 Developing the IT Accounting system: why do it, what to do and who it affects.

 Developing the Charging system: determine the most suitable Charging policies for their
organization

 Implementation: IT Accounting can be introduced at any time although it is usual to use a


full year’s data in calculating Costs per Costs Unit.

 Ongoing Management and Operation: The day-to-day operation of the IT Accounting


system includes both the production of cost and Charging data and the checking of its
accuracy.
10
Capacity Management

• Capacity Management is responsible for ensuring that the Capacity of the IT Infrastructure
matches the evolving demands of the business in the most cost-effective and timely manner.

• The Capacity Management processes:

– Monitoring: The monitors should be specific to particular operating systems, hardware


configurations, applications, etc.

– Analysis: The data should be analyzed to identify trends from which the normal utilization
and service level, or baseline, can be established.

– Tuning: The analysis may identify areas of the configuration that could be tuned to better
utilize the system resource or improve the performance of the particular service.

– Implementation: to introduce to the live operation services any Changes that have been
identified by the monitoring, analysis and tuning activities.

– Review: The Capacity Management process should be reviewed for effectiveness and
efficiency at regular intervals Service Level Management.

11
IT Service Continuity Management

• IT Service Continuity Management supports the overall Business Continuity Management


process.

• Business Continuity Management (BCM) is concerned with managing risks to ensure that an
organization can continue operating at all times to at least a pre-determined minimum level.

• The aim of this Process is to develop and implement an escalation and management process to
provide continuity of editorial IT services from the point at which normal service is disrupted to the
point where normal service resumes.

• The process ensures the availability of IT services is maintained at the level required by and
agreed with the business. It covers:
 Roles and responsibilities
 Information requirements
 Decision-making when needed (who is involved, and what factors need to be taken into
account)
 Interfaces between the various operational groups involved in the support of Editorial IT
services
 Communication flow and escalation.

• Planning: Technical recovery draft


• Emergency
• Testing & Recovery capability maintenance

12
Availability Management
• The goal of Availability Management is to ensure the effective utilization of resources, methods
and techniques to achieve the level of IT services agreed to with the business.

• The key elements of Availability Management are:

– Availability: The ability of an IT service or component to perform its required function at a


stated instant or over a stated period.

– Reliability: The reliability of an IT service can be qualitatively stated as freedom from


operational failure.

– Maintainability: Maintainability is defined as the ability of an IT infrastructure component to


be retained in, or restored to, an operational state.

– Serviceability: Serviceability describes the contractual arrangements made with Third Party
IT service providers, to assure the availability, reliability and maintainability of IT services and
components under their care.

– Security: Security is defined as the Confidentiality, Integrity and Availability (CIA) of the data
associated with a service.

13
Service Support

 Service Support describes how customer and users can get access to the appropriate services to
support their activities and the business, and how those services are supported.

 These are operational process.

14
Service Desk

• The Service Desk is the initial point of contact with the IT organization for the users.

• The major task of Service desk is recording, monitoring and Escalating the problems.

• There are different types of Help Desk


– Simple call logging function
– Escalate calls to more experienced and trained staff
– High degree of business and technical knowledge

• Also provides an interface for other activities such as Change Management, Availability
management and Service Level Management.

15
Incident Management
• The purpose of Incident Management is to restore normal IT service operations as quickly as
possible.

• Minimize any adverse impact on business operations.

• Incident Management is typically a reactive process.

• A typical “Routine Incident” follows the following steps:


 Incident Detection and Recording
a. Initial recording of the Incident
b. Or “automated” if Incident raised from a monitoring tool
 Classification and initial support
a. Classification and Prioritization
b. Typical scenario is for Service Desk to resolve the Incident immediately based upon
knowledge base and known errors
 Investigate and Diagnose
a. Incident assigned to another support tier (level of support)
b. Various support areas can get involved depending on the complexity of the Incident
 Resolution and Recovery
a. Resolution found to the Incident and Service restored to normal state
 Incident Closure
a. Resolution communicated to Incident initiator
b. Knowledge base updated
c. Incident Closed.
16
Incident Management

17
Problem Management

• The objective of Problem Management is to minimize the adverse impact of incidents and
problems on the business that are caused by errors within the IT infrastructure, and to prevent the
recurrence of incidents related to these errors.

• Problem Management seeks to get to the root cause of incidents, and then initiate actions to
improve or correct the situation.

• The main objective of this process is to stabilize IT services through


 Minimizing the consequences of incidents
 Removing the root causes of incidents
 Preventing of incidents and problems from occurring
 Preventing recurrence of incidents related to errors.

• Problem Management is made of reactive activities and proactive activities.

Reactive Activities
 Problem control focuses on transforming problems into known errors.
 Error control focuses on resolving known errors

Proactive Activities
 Trend analysis
 Preventive Action

18
Configuration Management
• Configuration Management is the process of recording and controlling all relevant IT components,
called Configuration Items (CIs).

• When fully implemented, Configuration Management accounts for all the IT assets within an
organization and its services.

• Central to Configuration Management is the existence and management of a Configuration


Management Database (CMDB).

• The CMDB should also contain the change history of a CI and should be globally accessible.

• The goals of Configuration Management are to:


– Provide a sound basis for Incident Management, Problem Management, Change
Management, and Release Management
– Assist the resolution of incidents by identifying hardware and software components of user
equipment
– Assess the impact of project implementation on infrastructure components
– Ensure that hardware and software configurations can be stored in support of disaster
recovery efforts
– Assist the annual budgeting process for additional hardware or software purchases or
upgrades.

19
Configuration Management

20
Configuration Management
The Configuration Management process breaks down into five elements:

 Planning and Initiation


 Definition of objectives, policies and organizational and technical content including
deciding at what level control is to be exercised
 Design and implementation of the CMDB
 Definition of H/W and S/W inventory and configuration standards
 Identification and organization of locations for the Definitive Software Library and
Definitive Hardware Store.
 Control
 This activity covers the specific tasks required to make controlled changes to CI records
because of moves, additions and changes to inventory items.
 Status Accounting
 Status accounting is the reporting of current and historical data related to a CI
throughout its lifecycle.
 Verification and Audit
 These activities cover checking the CMDB against the actual infrastructure, reporting
and correcting discrepancies. Reporting can be broken down into two basic categories:
Inventory Reports and Exception Reports. Reporting is required on a global and
regional level.

 CMDB Review
 These activities cover reviewing the CMDB content and structure in order to establish
whether it needs to be amended in order to meet its requirements.

21
Change Management

• A change is a service-affecting addition, modification or removal of approved, supported or base


lined IT service components in the live production environment.

• Change Management is a control process ensuring that all changes to the live production
environment are carried out in a controlled manner, thereby minimizing any potential disruption to
the service.

• Requests for Change may be triggered by any of the following events:


 A new business system requirement
 Incident resolution (to restore normal service)
 Problem resolution (to prevent anticipated incidents occurring or recurring)
 Changes in the user community or workflow
 A technological/operational requirement/constraint.

• Each change goes through the following Change Management phases:


 Change Request Definition
 Technical / Operational Assessment
 Approval
 Implementation, Review and sign-off

22
Change Management

Provision is also provided for “emergency” changes. All emergency changes progress through
each phase at different rates, depending on the urgency, magnitude, complexity, and the
impact of the change.

23
Release Management
• Release is used to describe a collection of authorized changes to an IT service.

• The Release will typically consist of a number of Problem fixes and enhancements to the service.

• The goals of Release Management are:


 Plan and oversee the successful rollout of software and related hardware
 Design and implement efficient procedures for the distribution and installation of changes to
IT systems
 Ensure that hardware and software being changed is traceable, secure and that only correct,
authorized and tested versions are installed
 Agree the exact content and rollout plan for the Release, through liaison with Change
Management
 Ensure that master copies of all software are secured in the Definitive software library
(DSL) and that the Configuration management database (CMDB) is updated

• The main activities in Release management are:


 Release policy and planning
 Release design, build, configuration, and acceptance
 Rollout planning, Extensive testing to predefined acceptance criteria
 Sign-off of the Release for implementation
 Communication, preparation and training
 Audits of hardware and software prior to and following the implementation of Changes
 Installation of new or upgraded hardware
 Storage of controlled software in both centralized and distributed systems
24
ITIL Certification

• There are three levels of certification:

 Foundation Level – Basic understanding.

 Practitioner’s level – Specialize in individual ITIL process.

 Manager’s Level - Managing ITIL-based solutions across the breadth


of the Service Management subjects.

• Official professional qualifications based on ITIL are currently offered by


 EXIN
 ISEB.

25
ITIL Quiz
• Who developed ITIL?
– US Government.
– UK Government.
– Software Engineering Institute.

• The two core areas of IT Infrastructure Library are:


– Service Delivery and Service Support
– ICT Infrastructure Management & Security Management
– Application Management & ICT Infrastructure Management
– Service Delivery & Security Management

• Which of the following is not a part of Service Support Processes?


– Incident Management
– Capacity Management
– Configuration Management
– Change Management

• The initial point of contact for a user with an IT organization is:


– Problem Management.
– Service / Help desk.
– Release Management.
– financial Management

• A deviation form the standard operation of a system or service is called as:


– Problem
– Error
– Incident
– Known Error. 26
THANK YOU

27

You might also like