Welcome to . . .

ITIL Essentials for

IT Service Management
 What Will This Course Give Me?

• Familiarity with the key processes and

organizational issues relating to IT Service
Management
• A standardized vocabulary to describe
Service Management processes
• An understanding of the relevance of Service
Management to your organization
• Preparation for the examination —
ISEB/EXIN Foundation Certificate in IT
Service Management
The Philosophy of IT Service
Management

IT is the business
And
The business is IT
 The Three P’s

This is all about the efficient, effective and

economical use of:
• People
– Customers, Users & IT Staff
• Processes
– ITSM / ITIL
• Products
– Tools and technology
Service Management — General
 Customers and Users

• Customer
This term is used for the Customer management who
have responsibility for the funding of the service
• User
This term is used for the person using the service
• Super or Expert User
The User to deal with first-line support problems and
queries
 Challenges to the IT Organization

• Contribution to solving business challenges

– This means contributing earlier in the
planning cycle
• A measurable contribution to the business
value chain
• Service provision as opposed to IT product
delivery
• A business like relationship
• A consistent and stable service
• Less emphasis on technology
 The Support Problem
This can be broken down into 3 main areas:
•Customer
– no structured customer support mechanism in place
– low customer confidence in/perception of IT
– a lack of focus on customer’s needs
•Management
– support under managed and under resourced
– problems being resolved repeatedly rather than
eliminated
– an inconsistent quality of call response and response
times
– uncoordinated and unrecorded changes
•Decision Making Information
– no management information available – decisions
being based on ‘I think’ rather than ‘I know’
 Why Implement Service Management?

• Professionalism
• Focus on benefits to the customer/business
• Decision making metrics
• Clear points of contact
• Part of a QM strategy - focus on continuous
improvement
• Cost reduction - based on the standardization of the
expensive processes (20/80)
• Avoid reinventing the wheel
• Long term survival!
 The Objectives of ITSM

• Align IT services with the ever changing

needs of the business
• Improve the quality of IT services
• Reduce the long-term cost of service
provision

Service Management is all about the delivery of customer-

focused IT services using a process-oriented approach
 IT Process
Decision Making Level: ITIL definition

Objective Result

Activities

Operational Level

Department A Department B Department C

Input Output
Process
Materials, Goods,
Machines, Information,
Information, Services
Labor
 Quality
Continuous
Maturity

Step by step
improvement

Act Plan

Check Do

Consolidation of the level reached

(e.g. ISO 9001)

Service Improvement Program: Time Scale

A formal project undertaken within an organization to identify and introduce
measurable improvements within a specified work area or, work process
 ITIL ....

• Was gathered from Users, Suppliers,Consultants

• Proven in practice
• Is under constant development
• Is supported by tools
• Is the world wide de facto standard for IT Service
Management
• Offers certification of consultants and practitioners
• Managing the infrastructure now in top 3 concerns
• Avoid reinventing the wheel
• Has its own international user group (IT Service
Management Forum)
 IT Service Management Courses

ITIL essentials workshop Control-IT simulation

(includes Control IT) H3320X 1 day event*
H9015S 3 day course

*additional study required to

complete the foundation exam
foundation certificate in
IT service management
exam

courses designed courses designed to give courses for

for IT managers covering specialist skills for ITSM-related
all 10 ITIL processes specific ITIL processes openview products

H8988S ITIL SM1 H6885S Config Mgmt H6889S Availability Mgmt H7084S OV Service Desk
H8989S ITIL SM2 H6886S Help Desk Mgmt H6890S Capacity Mgmt H6876S OV Service Desk Impl’n
H8990S ITIL SM H6887S Problem Mgmt H6891S Cost Mgmt and Process Design
Exam Prep exam H6888S Change Mgmt H6892S SL Mgmt
H8991S ITIL SM3 exams
 Model (According to ITIL)

IT Customer Release Management

Service Support
Relationship
Management Change Management
Problem Management
Configuration Management
Incident Management

Capacity Management
Service Level Management

Financial Management IT Service Service

for IT Services Continuity Management Desk

Availability Management
Service Delivery
Security Management
 HP Reference Model
Business - IT Alignment Operations Bridge

• Interface with customers •Manage customer satisfaction

• Understand business and customer •Run services
requirements • Monitor and maintain the service infrastructure
• Formulate an IT strategy that • Resolve incidents and disseminate information
optimizes IT added-value • Proactive problem prevention

Service Delivery
Assurance
• Document and track service
infrastructure information
• Document infrastructure
attributes and relationships
• Evaluate and control changes

• Translate IT strategy into planned IT services

• Develop and test services
• Create detailed service design specifications
• Deploy services according to
• Define and manage service levels within cost
service design
constraints (and service budget) via SLAs
• Provide security for infrastructure and data

Service Design & Management Service Development & Deployment

 HP Reference Model
Business - IT Alignment Operations Bridge

Business Incident Operations

Assessment Management
Service Delivery Assurance Management
Customer
Management

IT Strategy
Development Service Delivery Problem
Assurance Management

Configuration
Management
Service Change
Planning Management
Service Level Release to
Management Production
Security
Management

Availability Capacity Cost Build &

Management Management Management Test

Service Design & Management Service Development & Deployment

 High-level Linkages
Databases
People Clients

Customer Executive End Users Process

Applications
Servers

Business Strategy
Internet/
Intranet Networks

Value Chain
Problems/ Delivered Environment Environment
Requests Service Status Administration
Business - IT Alignment Operations Bridge

IT Strategy Service Delivery Assurance

Service Performance
(Quality)

Customer Service Delivery

Assurance
(IT Mgmt)

Service Objectives
& Measures

Service Production Release

Reports and Service Reports Planned IT
Associated Services
Plans
Service Design & Management Service Development & Deployment
 HP Reference Model
Business - IT Alignment Operations Bridge

ITIL
ITIL
Incident
Service Desk
Management

Business Incident Operations

Assessment Management
Service Delivery Assurance Management
Customer

ITIL
Management Problem
Management
IT Strategy
Development Service Delivery Problem
Assurance Management
ITIL

Service

ITIL
Level Configuration Configuration

ITIL
Management Management Management Release
Management
Service Change

ITIL
Planning Management Change
Service Level Management Release to
Management Production
ITIL

ITIL

ITIL

IT Service
Availibility Capacity FinancialITIL
ContinuitySecurity Management
Management Management
Management
Management for IT Services

Availability Capacity Cost Build &

Management Management Management Test

Service Design & Management Service Development & Deployment

 Configuration Management
Business - IT Alignment Operations Bridge

Business Incident Operations

Assessment Management
Service Delivery Assurance Management
Customer
Management

IT Strategy
Development Service Delivery Problem
Assurance Management

ITIL
Configuration Configuration
Management Management

Service Change
Planning Management
Service Level Release to
Management Production
Security
Management

Availability Capacity Cost Build &

Management Management Management Test

Service Design & Management Service Development & Deployment

 Configuration Management — Goals

• Providing information on the IT infrastructure

– To all other processes
– IT Management
• Enabling control of the infrastructure by
monitoring and maintaining information on
– All the resources needed to deliver
services
– Configuration Item (CI) status and history
– Configuration Item relationships
 Configuration Management —
Responsibilities

IT
Infrastructure

Planning
Identification

Status Accounting
CMDB

Control
Verification
and Audit
Configuration Item (CI)

• A Configuration Item
– Is needed to deliver a
service
– Is uniquely identifiable
– Is subject to change
– Can be managed
• A Configuration Item has
– a Category
– Relationships
– Attributes
– a Status
 CIs — Scope and Detail

Documen- Environ-
Service Hardware Software
tation ment

Network
D printer PC
E Bundled
T Local
s/w
printer No break
A power
I
L VDU Keyboard CPU
DBMS W.P. E-mail
SLA

SCOPE
 Naming and Attributes

• Naming Conventions
– Unique
– Logical
– Unchanging
– Suitable for the tools being used
• Examples of Attributes
– CI Name
– Type
– Location
– Version
– Service Details
 Impact of Relationship
S/W Printer
S/W
S/W
Printer
Monitor Printer

Virus
Keyboard Protection

Po
w er
Users
Server

O/S
Backup
Security
 Pl
an
ne
d
O
rd
er
In ed
de
v
Status of CIs

el
op
In m
te en
st t
In
w
ar
Scope of the CMDB eh
ou
In
Lifecycle of a CI

pr se
od
uc
In tio
m n
ai
nt
en
an
Ar ce
ch
iv
ed
 Baseline
• Configuration Baseline
– Configuration of a product or system established
at a specific point in time, which captures both the
structure and details of the product or system

– A snapshot or a position, which is recorded.

Although the position may be updated later, the
baseline remains unchanged and available as a
reference of the original state and as a
comparison against the current position (PRINCE
2)
 Assets versus Configuration Items

• Asset
– Component of a business process
• Configuration Item (CI)
– Component of an infrastructure - or an item
associated with an infrastructure - which is (or is to
be) under the control of Configuration
Management
• Configuration Management Database (CMDB)
– A database, which contains all relevant details of
each CI and details of the important relationships
between CIs
 Essentials

• Goals
– Provide information about the IT infrastructure
– Monitor & Control the IT Infrastructure
• Responsibilities
– Planning, Identification, Control, Status Accounting,
Verification & Audit
– Role in assessing impact of changes
• Configuration item
– Categories, Attributes, Relationships, Status, History,
Unique Ref. No.
• Scope and detail (value of the information)
• Baselines
• Supports all other processes
• More than an asset register
 Service Desk
Business - IT Alignment Operations Bridge

ITIL
Service Desk

Business Incident Operations

Assessment Management
Service Delivery Assurance Management
Customer
Management

IT Strategy
Development Service Delivery Problem
Assurance Management

Configuration
Management
Service Change
Planning Management
Service Level Release to
Management Production
Security
Management

Availability Capacity Cost Build &

Management Management Management Test

Service Design & Management Service Development & Deployment

 Service Desk — Goals

• To provide a vital day-to-day contact point

between Customers, Users, IT services and
third-party support organizations
• To provide primary contact point for all Calls
• To facilitate the restoration of normal
operational service with minimal business
impact on the Customer within agreed service
levels and business priorities
• To generate reports, to communicate and to
promote
• To provide value to an organisation
 Service Desk — Responsibilities

• Receiving, Recording, Prioritizing and Tracking

service calls
• Monitoring and Status Tracking of all registered calls
• Escalation and Referral to other parts of the
organizations
• Reporting about calls on quality of the desk
• First Line Support (not for Call Centers)
• Keeping customers informed on request status and
progress
• Coordinating second-line and third-party support
groups
• Closing incidents and confirmation with the customer
 Different Desks

• Call Center
Handling large call volumes of telephone-based
transactions, registering them and refering them to
other parts of the organization
• Help Desk
Managing, coordinating and resolving Incidents as
quickly as possible
• Service Desk
Allowing business processes to be integrated into the
Service Management infrastructure. It not only
handles Incidents, Problems and questions, but also
provides an interface for other activities
 Inputs and Outputs
Telephone Fax
Requests Requests
Internet/ Hardware/
Email/Voice
Browser Application
Requests
Requests Events

Management
Information & Monitoring
Service Desk

External Internal
Product Sales & Contract
Service Service
Support Marketing Support
Support Support
 Structures: Local Service Desk

User 1 User 2 User 3

Service Desk First-line Support

Systems &
Desktop Network Application Third Party
Operations
Support Support Support Support
Support
 Structures: Centralized Service Desk
Customer Customer Customer
Site 1 Site 2 Site 3

Centralized First-line Support

Service Desk

Second-line Support

Systems &
Desktop Network Application Third Party
Operations
Support Support Support Support
Support
 Structures: Virtual Service Desk

Virtual

Sydney Service Desk

Service Desk

Service
Management
Database
Amsterdam
Service Desk
Seattle Service Desk

User Site 1 User Site ‘n’

Local Users

Third Party/Supplier
Remote Users Service Desks
 Considerations

• The business need is clearly identified and understood

• Management commitment, budget and resource is made
available
• Identify, achieve and communicate quick wins
• Define clear objectives and deliverables
• Start simple; don’t try to do everything at once
• Involve/consult end users and customers and educate them
on the new service and its benefits
• Sell the benefits to support staff
• Train IT staff to be service staff
• Advertise and ‘sell’ your service
 Essentials
• Goals
– Provide a SPOC for all Users’ requirements
– Facilitate the restoration of normal service ASAP
– Deliver high quality support to meet business goals
– Support Changes, generate reports, communicate & promote
IT
• Responsibilities
– Receive, record & track all calls
– Escalation and referral
– Play a key role in the management of the incident lifecycle
• Inputs & Outputs
• Types of Service Desk – Local, Central, Virtual
• Considerations

• Remember: The Service Desk is a function and not a process

 Incident Management
Business - IT Alignment Operations Bridge

ITIL
Incident
Management

Business Incident Operations

Assessment Management
Service Delivery Assurance Management
Customer
Management

IT Strategy
Development Service Delivery Problem
Assurance Management

Configuration
Management
Service Change
Planning Management
Service Level Release to
Management Production
Security
Management

Availability Capacity Cost Build &

Management Management Management Test

Service Design & Management Service Development & Deployment

 Incident Management — Goals

• To restore normal service operation as quickly as possible

• Minimize the adverse impact on business operations
• Ensuring that the best possible levels of service quality
and availability are maintained according to SLA’s
 Incident Management — Responsibilities
Incident Classification of all
detection Incidents and initial
and support
recording

Incident Investigatio
Incident Management n&
control diagnosis

Resolution
Incident
& recovery
closure
 Terminology

• Incident
Any event which is not part of the standard operation
of a
service and which causes, or may cause, an
interruption to,
or a reduction in, the quality of that service
• Work-Around
Method of avoiding an Incident or Problem
• Service Request
Every Incident not being a failure in the IT
Infrastructure
 The Incident Life Cycle
Incident Detection
and Recording
Progress Control
Classification and
Initial Support

Ownership Yes

Communication
Service Service Request
Request? Procedure

No
Reporting Investigation
And Diagnosis

Resolution
And Recovery
Quality Control

Incident Closure
 Classification — Prioritization

• Impact
– Evidence of effect upon business activities
– Service Levels in danger
• Urgency
– Evidence of effect upon business
deadlines
• Prioritize resources
– Manpower
– Money
– Time
 Classification — Categorization
Examples of Incident categories are:

• Application
– Service not available
– Application bug/query
• Hardware
– Automatic alert
– Printer not printing
• Service Request
– Password forgotten
• Security Incident
– Virus
Classification — Matching

Known
Open
Problems Error/
Incidents
Workarounds

Is the Incident already called in?

Is this incident related to an existing problem?
Is there a known workaround?
 Routing Incidents

First Line Service

Request
Procedure

Yes
Detect and Service Initial Resolution, Incident
Resolved?
Record Request? Support Recovery Closure

No

Second Line
Yes
Investigation Resolution,
Resolved?
Diagnose Recovery

No
Third Line
Yes
Investigation Resolution,
Resolved?
Diagnose Recovery

No

Etcetera
 Escalation and Referral

Inform / Support
(vertical escalation)

Helpdesk

Knowledge (functional escalation)

 Essentials
• Goals
– Restore service ASAP whilst minimizing impact
– Ensure service quality and availability meet SLA’s
• Responsibilities
– Incident detection & recording
– Classification and initial support
– Investigation & diagnosis
– Resolution & recovery, Incident closure
– Incident Control
– Incident ownership, monitoring, tracking & communication
• Concentrates on Incident Lifecycle Management
• Classification – Priority & Category & Incident Matching
 Problem Management
Business - IT Alignment Operations Bridge

Business Incident Operations

Assessment Management
Service Delivery Assurance Management
Customer

ITIL
Management Problem
Management
IT Strategy
Development Service Delivery Problem
Assurance Management

Configuration
Management
Service Change
Planning Management
Service Level Release to
Management Production
Security
Management

Availability Capacity Cost Build &

Management Management Management Test

Service Design & Management Service Development & Deployment

 Problem Management — Goals

• To minimize the adverse impact of Incidents and Problems on

the business that are caused by errors within the IT
Infrastructure
• To prevent recurrence of Incidents related to errors
• Improve productive use of resources
 Problem Management —
Responsibilities
Problem
Control
Completing
Major
Problem Error
Reviews Control
Problem
Management
Assist with
Handling of
Major
Management
Incidents
Information
Proactive
Prevention
 Terminology

• Problem
– The unknown root cause of one or more
incidents (not necessarily - or often -
solved at the time the incident is closed)
• Known Error
– A condition that exists after the successful
diagnosis of the root cause of a problem
when it is confirmed that a CI is at fault.
(The error is removed by implementing a
change)
Problem Control

Identification and
Progress Control registration

Classification
Ownership
Assigning
Resources

Reporting
Investigation
and Diagnosis

Establish
Quality Control Known Error
Error Control

Progress Control Error Identification

and Recording

Ownership Error Assessment

Recording Error RFC

Reporting
Resolution (RFC)

Successful completion

Quality Control Error Closure

Proactive Problem Management
(Proactive Prevention)
Trend
Analysis

Proactive
Prevention

Targeting
Informing the Support
Organization Actions
 Incidents versus Problems

Problem mgt.

problem investigate KE
Known No
Errors,
Known
Workarounds Investigation Solution
& Diagnosis found ? Change mgt.

Yes Change RfC

No

Incident(s) Match ?

Yes
Get Incident
Solve Incident
Solution Resolved
 Processing Known Errors from the
Development Environment
Live Change
Release
Service Building

Help Desk & Incidents

Problem
Problem Management
Dev.
Production
Known
Known
Errors
Errors
Investigation & Issues Investigation
and diagnosis and diagnosis

RfC

Change
Management
 Reactive — Proactive

Reactive Proactive

Prevention of problems on
other systems and
applications
Monitoring of Change Management

Initiating changes to combat:

• occurrence of incidents
• repetition of incidents
Identification of trends

Problem identification
Problem diagnosis

Supplying 2nd/3rd line incident support

 Essentials

• Goals
– Minimize impact of Incidents & Problems
– Prevent recurrence of Incidents
– Improving productive use of resources
• Responsibilities
– Problem Control, Error Control (including raising
RfCs), Assist with Major Incidents, Proactive
Prevention, Management Information, Complete
Major Problem Reviews
• Reactive to proactive (stop problems
occurring/recurring)
 Change Management
Business - IT Alignment Operations Bridge

Business Incident Operations

Assessment Management
Service Delivery Assurance Management
Customer
Management

IT Strategy
Development Service Delivery Problem
Assurance Management

Configuration
Management
Service Change

ITIL
Planning Management Change
Service Level Management Release to
Management Production
Security
Management

Availability Capacity Cost Build &

Management Management Management Test

Service Design & Management Service Development & Deployment

Change Management — Goal

To implement approved changes

efficiently, and with
acceptable risk to the existing
and to the new IT Services
 Change Management — Responsibilities
Accepting,
Recording &
Filtering
Changes
Review Assessing Impact,
and Closure Cost, Benefit, and
Risk of Proposed
Change Changes
Monitoring
& Management
Reporting
Justification &
Approval of
Change
Chairing
CAB and Manage &
CAB/EC Coordinate
Implementation
 Terminology

• Change
The addition, modification or removal of approved,
supported or baselined CIs
• Request for Change
Form, or screen, used to record details of a request
for a change to any CI or to procedures
• Forward Schedule of Changes
Schedule that contains details of all the Changes
approved for implementation and their proposed
implementation dates
 Change Management Process
Project Change Mgnt

Monitoring Registration RfC

Planning Classification

Build Approval
Refusal

Authorization
Test
Implementation Refusal

Implementation
Backout
Evaluation (PIR)
 Request for Change (RfC) — Scope

Change
Software Sponsor &
Hardware Change
Originator Advisory Board
CIs
SLA etc.

Documentation
etc. Justification
RfC
Environment Category
Priority
Resources
What, Why, Service Estimates
When impact
 Priority Setting

• Urgent
Change necessary now (otherwise severe business impact),
approval by CAB/Emergency Committee (CAB/EC)

• High
Change needed as soon as possible (potentially damaging)

• Medium
Change will solve irritating errors or missing functionality (can
be scheduled)

• Low
Change leads to minor improvements (that are not contractually
necessary)
 Impact of Change

• Standard
The change may be executed without prior contact
with the Change Manager
• Category 1
Little impact on current services. The Change
Manager is entitled to authorize this RfC
• Category 2
Clear impact on the services. The RfC must be
discussed in the CAB. The Change Manager
requests advice on authorization and planning
• Category 3
Significant impact on the services and the business.
Considerable manpower and/or resources needed.
Management is involved in the decision process
 The Change Advisory Board (CAB)

Change Manager
(Chair)
Service Level
Finance Manager Manager

CAB
Application
Release Manager Manager

Senior Business Others as

Problem Manager Representation required
 Some Relationships

Change Change Release

Management Management Management

Assesses impact Authorizes Change Controls release of

new versions of
software or
hardware if
required to
implement Change

Capacity Configuration Configuration

Management Management Management
Assesses impact
Identifies areas Updates
on Business &
impacted records
IT Performance
Essentials
– Goal
• Only approved, cost effective changes made with an acceptable
amount of risk
– Responsibilities
• Manage whole change process: accept, filter & record RfCs; assess
impact, cost, benefit & risk; justification & approval; manage &
coordinate implementation; chair CAB; monitoring & reporting;
review & closure
– CAB and CAB/EC:
• Membership
• Advisory role
• Assess impact, urgency & resources
• Urgent changes
– Urgency/Priority: urgent, high, medium, low
– Impact category: no impact .... tremendous impact
– Backout
– Process always ends with a review of the change
 Release Management
Business - IT Alignment Operations Bridge

Business Incident Operations

Assessment Management
Service Delivery Assurance Management
Customer
Management

IT Strategy
Development Service Delivery Problem
Assurance Management

Configuration

ITIL
Management Release
Management
Service Change
Planning Management
Service Level Release to
Management Production
Security
Management

Availability Capacity Cost Build &

Management Management Management Test

Service Design & Management Service Development & Deployment

 Release Management — Goals
• Plan and oversee the SW & HW rollouts
• Design and implement efficient procedures
• Ensure that changes to hardware and software are
controlled
• To manage expectations of the customer during rollout
• To agree the content and rollout plan for a release
• To implement new software releases or hardware into
the operational environment
• Secure all software masters in the definitive software
library
• Use services of configuration management to ensure
that all hardware being rolled out or changed is secure
and traceable
 Release Management — Responsibilities

Installation Release design,

of Hardware Build and
and Software Configuration

Release
Distribution
Release policies acceptance
and planning

Audits Rollout
Before and After Managing Planning
DSL / DHS
Preparation
Communication, Testing
Training
Signoff Release
For Implementation
 Release and Distribution Process
Development Environment RfC CMDB
V 1.1a-d V 1.0 operational and also
Authorize?
Copy in the DSL. Build approval
V 1.0 given.
V 1.1a (based on V1.0)
untrusted in development
Build Management Build and
V 1.1 V 1.0 operational and also
Deliver test in the DSL
V 1.1d software V1.1d untrusted In test

Q V1.0 operational and also

A in the DSL
Test Environment
Test build V 1.1 released through the
the DSL for release build test
Distribute release
V 1.0 operational and also
in the DSL (update
Release? scheduled)
Production Environment V 1.1 trusted build in DSL

Distribute Release approval given.

DSL, Implement V 1.1 operational and also
DHS in the DSL
V1.0 archived in the DSL
Definitive Software Library (DSL)
Protection
of all Authorized
Software Versions
Logical
Storage
Base for
Releases
DSL
One or More
Physical
File Stores
Linked
with CMDB Distribution
Definitive Hardware Store (DHS)
Protection
of Hardware Spares
and Components

One or More
Spares for Physical
Recovery Stores
DHS

Linked Components
with CMDB for Changes
 Releases

Full, Package
And Delta Release

Emergency
Release Unit Release
Release
policy

Release Version
Frequency Numbering
 Software Roll-out and Distribution
Network Software
Mainframes Computer Management
Systems

Internet Planning
Software
distribution

Laptops
Compact Disks

Client/server Personal
computers
 Essentials
• Goals
– Plan and oversee rollout of SW & HW
– Design & implement distribution & installation procedures
– Ensure SW & HW changes are traceable
– Work closely with Configuration Management & Change
Management during implementations
• Responsibilities
– Control DSL & DHL; define release plans & policies; build release;
testing; acceptance & sign off; manage release; distribute and install
SW & HW; software audits; communication & training
• Releases & Version Control
– Release unit: Full/package/delta/emergency; numbering; frequency;
development; testing; live; archive
• Process
– Release Management (operational)
– Change Management (control)
– Configuration Management (control & administration)
 Capacity Management
Business - IT Alignment Operations Bridge

Business Incident Operations

Assessment Management
Service Delivery Assurance Management
Customer
Management

IT Strategy
Development Service Delivery Problem
Assurance Management

Configuration
Management
Service Change
Planning Management
Service Level Release to
Management Production
ITIL

Security Capacity
Management
Management

Availability Capacity Cost Build &

Management Management Management Test

Service Design & Management Service Development & Deployment

 Capacity Management — Goal

Balancing Act

To determine
the right, cost justifiable, capacity of IT
resources such that
the Service Levels agreed with the business
are achieved at the right time
 Capacity Management — Responsibilities
Demand Management

Business Service Resource

Capacity Capacity Capacity
Management Management Management

Iterative Activities
Capacity
Plan
Capacity
Database

Note: these are in fact sub processes of the main process – see
next slide
 The Capacity Management Process

Sub-processes
Business Capacity Management

Inputs Outputs
Service Capacity Management

Resource Capacity Management

 Sizing and Modeling

• Application Sizing
To estimate the resource requirements to
support a proposed application change to
ensure that it meets its required service levels
• Modeling
– Trend analysis
– Analytical modeling
– Simulation modeling
– Baseline models
– Used to answer the “What if …” questions
 Essentials
• Goal
– Right amount, right time, efficiently and cost
effectively
• Activities - From Business Needs to Resources
– Business Capacity Management
– Service Capacity Management
– Resource Management
– Demand Management
– Best Value for Money – Monitoring etc.
– Capacity Planning
– Capacity Database
• Application Sizing and Modelling
• Defining and monitoring thresholds
 Availability Management
Business - IT Alignment Operations Bridge

Business Incident Operations

Assessment Management
Service Delivery Assurance Management
Customer
Management

IT Strategy
Development Service Delivery Problem
Assurance Management

Configuration
Management
Service Change
Planning Management
Service Level Release to
Management Production
ITIL

Availibility
Security
Management
Management

Availability Capacity Cost Build &

Management Management Management Test

Service Design & Management Service Development & Deployment

 Availability Management — Goals

• To predict, plan for and manage the availability of

services by ensuring that:
– All services are underpinned by sufficient, reliable
and properly maintained CIs
– Where CIs are not supported internally there are
appropriate contractual arrangements with third
party suppliers
– Changes are proposed to prevent future loss of
service
Only then can IT organizations be certain of delivering the
levels of availability agreed with customers in SLAs
 Availability Management —
Responsibilities
• Optimize availability by monitoring & reporting
• Determine availability requirements in business terms
• Predicting & designing for expected levels of
availability & security
• Producing the Availability Plan
• Collecting, analyzing and maintaining data
• Monitoring availability levels to ensure SLAs & OLAs
are met
• Continuously reviewing & improving availability
Terminology

– Availability

– Reliability

– Maintainability Recoverability

– Serviceability

– Resilience (Redundancy)

– Security

– Vital Business Function

 Security

Confidentiality

e n t s…
Work on Security awareness In cid
rit y
Secu

Security

Secu Integrity
Availability rity S
ection
in SL
A
 Risk Analysis
Value of
Threats Vulnerabilities
Assets

Risk analysis Risks

Risk management

Planning
Countermeasures Managing outage
for potential
outage
 The Unavailability Life-cycle
MTTR - Mean Time To Repair (Downtime) =>
MAINTAINABILITY or SERVICEABILITY

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Incident Incident
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R
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MTBF - Mean Time

Between Failures (Uptime)
= AVAILABILITY

MTBSI - Mean Time Between System Incidents = RELIABILITY

Time
 When Is a Service Available?
“An IT service is
not available
to a customer if the functions required during
Service Hours at that particular Location
cannot be used although the
agreed SLA conditions
are being met”

NB Simplistic calculation of % availability in the ITIL book is

(AST-DT)
Availability X 100
= AST

But what does 98% Availability really mean?

 Availability Formula
In Series In Parallel
Avail = 90%
Disk A

Monitor CPU

Disk B
Avail = 90% Avail = 80%
Avail = 80%

Available only if both work = Available = 1 - Not Available =

AxB = 1 - both down =
0.9 * 0.8 = 0.72 or 72% 1 - (A Down) x (B Down) =
1- 0.1 * 0.2 = 0.98 or 98%
 Essentials
• Goals
– Plan and manage CI availability
– Ensure contractual arrangements are in place internally and
with third party suppliers
– Changes are proposed to prevent future loss of service
• Responsibilities
– Predicting & designing for expected levels of availability &
security; Availability Plan; collecting, analyzing and maintaining
data; monitoring availability levels to ensure SLAs & OLAs are
met
• Assessing risk - CRAMM
• Calculating availability
– MTBSI
– MTTR
– MTBF
– % availability formulae
 IT Service Continuity
Business - IT Alignment Operations Bridge

Business Incident Operations

Assessment Management
Service Delivery Assurance Management
Customer
Management

IT Strategy
Development Service Delivery Problem
Assurance Management

Configuration
Management
Service Change
Planning Management
Service Level Release to
Management Production
ITIL

IT Service
ContinuitySecurity
Management
Management

Availability Capacity Cost Build &

Management Management Management Test

Service Design & Management Service Development & Deployment

 Continuity Management

Why Plan???
• Increased business dependency on IT
• Reduced cost and time of recovery
• Cost to customer relationship
• Survival

Many businesses fail within a year

of suffering a major IT disaster!
 The Process (1)
Initiate
Initiation
Continuity MGT

Business Impact
Analysis

Requirements and Strategy Risk Assessment

Business Continuity
Strategy

Organization and
Implementation
Planning
Implement Implement
Develop
Stand-by Risk Reduction
Implementation Recovery Plans
Arrangements Measures
Develop Procedures

Initial Testing
 Business Impact Analysis
Value of
Threats Vulnerabilities
Assets

Risk analysis Risks

Risk management

Planning
Countermeasures Managing a disaster
for potential
disasters
 The Process (2): Operational
Management

Review Testing Change

and Audit Management
Education
and Awareness Training

Assurance
 The Options

• Do nothing
• Manual workarounds
• Reciprocal arrangements
• Gradual Recovery (cold standby)
• Intermediate Recovery (warm standby)
• Immediate Recovery (hot standby)
IMPORTANT: HAVE YOU PLANNED TO RESTORE THE NORMAL SERVICE…..

Think of the security risks when a disaster has happened

 The Seven Sections of the Plan

1. Administration
2. The IT infrastructure
3. IT infrastructure management & operating
procedures
4. Personnel
5. Security
6. Contingency site
7. Return to normal
 Roles in Normal Operation and in a
Crisis
• Board Level
• Senior Management
• Junior Management
• Supervisors & IT Staff

Does everybody know what role to play in a

crisis situation
Does everybody know what the roles are and to
whom they belong during a crisis
 Extensive Testing and Reviewing

• Initially then every 6 to 12 months and after each

disaster
• Test it under realistic circumstances, do it rigorous
• Move / protect any live services first!
• Review and change plan
• What changes? New, more, less of:
– Customers / services / SLRs / risks /
– Dependencies / assets / CIs / staff /
– Contracts / SLAs / countermeasures / ..…
• ALL change to be via the Change Advisory Board
 Essentials
• Disasters will happen and will affect services!
• Assets/Threats/Vulnerabilities/Risks/Countermeasures
• Part of service planning & design
• The IT Service Continuity Plan
– Assists in fast, controlled recovery
– Must be given wide but controlled access
– Contents (incl. Admin, Infrastructure, People, Return
to normal)
– Options (incl. Cold, Warm & Hot Standby)
– Must be tested regularly - without impacting the live
service
• Different Roles
 Financial Management
Business - IT Alignment Operations Bridge

Business Incident Operations

Assessment Management
Service Delivery Assurance Management
Customer
Management

IT Strategy
Development Service Delivery Problem
Assurance Management

Configuration
Management
Service Change
Planning Management
Service Level Release to
Management Production
FinancialITIL
Security Management
Management for IT Services

Availability Capacity Cost Build &

Management Management Management Test

Service Design & Management Service Development & Deployment

 Financial Management
`
Business IT IT Operational plan Cost analysis Charges
requirements (incl. Budgets) (IT Accounting)

Financial targets
Costing models
Charging policies

Feedback of proposed charges

to businesses
 Budgeting
• Ensuring that the correct monies are set aside for the
provision of IT services

• Key influence on strategic and tactical plans

• Budget could have

– Limits on capital and operational expenditure
– Limits on variance between actual and predicted
spend
– Guidelines on how the budget must be used
– An agreed workload and set of services to be delivered
– Limits on expenditure outside the enterprise or group
of enterprises
 IT Accounting

• Base decisions on assessments of cost-

effectiveness, service by service
• Make more business-like decisions about IT services

• Provide information to justify IT expenditures &

investments
• Plan and budget with confidence

• Demonstrate under- or over-consumption of service

in financial terms
• Understand the costs of not taking advantage of
opportunities for change
 Different Cost Units

• Hardware Cost Unit

• Software Cost Unit
• People Cost Unit
• Accommodation Cost Unit
• External Service Cost Unit
• Transfer Cost Unit
 Categorization of Cost Units
• Fixed
Costs fixed for a reasonable period of time
• Variable
Costs that will vary with usage or time

• Direct
Costs that can be directly allocated
• Indirect
Costs apportioned across a number of Customers

• Capital
Assets that are depreciated over time
• Operational
Day to day running costs
 Charging

• Recover from customers the full costs of the

IT services provided in a fair manner
• Ensure that customers are aware of the costs
they impose on IT and influence customer
behavior
• Make formal evaluations of IT services and
plan for investment based on cost recovery
and business benefits

Note: Charging is optional but you MUST know

and understand your costs
 Charging and Pricing Options

Charging
• No charging
• Notional Charging
• Actual/Real Charging

Pricing
• Recover of costs
• Cost price plus
• Going Rate
• Market prices
• Fixed Price
 Essentials
• Budgeting & IT Accounting
– Knowing & understanding costs
– Needed to manage changes
– Input cost units (HSPAET)
– Input cost types (F/V, D/I, C/O)
– Need for good estimates of business workloads
• Charging (but not policy)
– Determine charges in SLAs
– Influence customer behavior
– Charging does not affect costs
• General
– Sound stewardship
– Minimize risk in decision making
– Estimating, planning, budgeting
– Targets & measures
 Service Level Management
Business - IT Alignment Operations Bridge

Business Incident Operations

Assessment Management
Service Delivery Assurance Management
Customer
Management

IT Strategy
Development Service Delivery Problem
Assurance Management
ITIL

Service
Level Configuration
Management Management
Service Change
Planning Management
Service Level Release to
Management Production
Security
Management

Availability Capacity Cost Build &

Management Management Management Test

Service Design & Management Service Development & Deployment

 Service Level Management

Balance between:

Demand for Supply of

IT services IT services

By:
– Knowing the requirements of the business
– Knowing the capabilities of IT
 Service Level Management — Goals

• Business-like relationship between customer

and supplier
• Improved specification and understanding of
service requirements
• Greater flexibility and responsiveness in
service provision
• Balance customer demands and cost of
services provision
• Measurable service levels
• Quality improvement (continuous review)
 Service Level Management — Responsibilities

Service Service Level

Catalogue Requirements Service Level
Agreement

Customer
relationship
management Operational
Service Level
Level Agreements
Management
& Contracts
Service
Improvement
Service
Programs
Specsheet
Monitor, Review & Service Quality
Report Plan
 Pl
an
Re n in
vi g
AU e w S
DI LA Im
TS s ple
Re me
vi n tat
Pr e w ion
o c SL
ESTABLISH FUNCTION

es M
s

PERIODIC REVIEW
Ca
Se talog
rvi ue
ce
s

Dr
aft

Ne
go
tia
te
Re
v
IMPLEMENT SLAs

An iew
d S UC
LA s
s
Mo
nit Ag
or re
e

Re
po
rt

Re
v iew
MANAGE THE ONGOING PROCESS
Define

Control
The Service Level Management Process

Execute
Agreements and Contracts
Service
Customer
Level
Agreement

Service Level Agreements Service Catalogue

Service
Catalogue

(SLA)
Operational

IT Organization Level
Agreement

Operational Level Agreements

(OLA)

Underpinning Contracts (UC) Internal suppliers

Underpinning Contracts (UC)

External suppliers

Hardware Software Environment Network

 Service Quality Plan

• Internal service description, responsibility and

internal delivery times to meet the agreed
service level

• Targeted at IT staff

• Describes what we need to do to deliver the

desired quality
• Describes the actions to take when we do not
deliver the correct quality
 Service Improvement Programme

• Objective
– Controlled improvement
• Drawn whenever there is a need
– Deviation from agreed levels
– Strategic choice
– Continuous Improvement
• More than one simultaneously
 Elements of an Service Level Agreement

Service Level Agreement

General Support Delivery

Introduction Service Hours Availability
• Parties Support Reliability
• Signatures Change Procedures Througput
• Service Description
Escalation Transaction response times
Reporting & reviewing Batch turnaround times
• Content
Contingency & Security
• Frequency
Charging
Incentives & Penalties
 Management Reports

• Measured from the customers perspective

• Data like reaction times, escalation times and
support should be made measurable
• Reports should be produced regularly
• Reports contains measuring values
concerning the up-to-date supporting levels
and the trend developments

Measures should always be SMART

 Essentials

• We need to understand what we mean by “Service

Management”
• Goals
– Improve service quality (customer dependence)
– Measurable service levels
– Balance between customer demand and IT capabilities
• Responsibilities
– Manage customer relationships
– Create / maintain Service Catalogue
– Determine SLRs; Negotiate, prepare & monitor Service
Charter, SLAs & OLAs and Service Improvement/Quality
plans
• Minimum requirements for an agreement
– Period, service description, throughput, availability,
response times, signature
 Essentials (2)
• General
– SLAs must take account of underpinning
contracts where these already exist
– SLAs can be organized by service or by customer
• The new generation of service management tools allow
SLAs to overlap, usually defaulting to the higher level of
service
– SLAs must be monitored regularly and reviewed
regularly
• Monitor to see if service is being delivered to
specification
• Review to see if service specification is still appropriate
Note: the quality of IT underpins the success of business operations!
 Good luck with the Exam

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