ITIL Foundation

IT Service Management (ITSM)

Essentials

March 9 – 14, 2007

Computing and Information Technology

Project and Service Management Office
ITIL\ITSM Overview
ITIL Framework

Computing and Information Technology

Project and Service Management Office
ITIL\ITSM Overview
• What is ITIL?
• ITIL = Information Technology Infrastructure Library

• A set of best practice guidelines for IT Service Management in planning,

implementing, delivery and support of quality IT services.

• Infrastructure = People, Processes and Technology

Computing and Information Technology

Project and Service Management Office
ITIL\ITSM Overview
• What is ITSM?

• ITSM = Information Technology Service Management

• The implementation and management Service Support and Service

Delivery processes aligned to meet the needs of the business with
an appropriate mix of people, processes and technology.

Computing and Information Technology

Project and Service Management Office
ITSM – Service Support
• Infrastructure-
- People, Processes and Technology
• IT Service -
- Fulfills one or more of the customers needs
- Supports customers business objective
• Process –
- A structured set of activities designed to accomplish a specific
objective. A process may define policies, standards, guidelines,
activities and work flow instructions.
• Activity –
- A set of actions designed to achieve a result

Computing and Information Technology

Project and Service Management Office
ITSM – Service Support
Service Support has an “Operational” focus. The activities include the day-to-day
or short-term planning activity of a business or service management process.

Change
Management

Incident Service Release

Management Management
Support

Configuration Problem
Management Management

Computing and Information Technology

Project and Service Management Office
ITSM – Service Support
Service Desk
Change
•Integrated function, not a process, to all Management
of the “operational” process.

•Serves an intended purpose

•Single point of contact between service Incident Service Release

providers, customers and users. Management Management
Support
•Manages incidents and escalates
according to agreed service levels.

•Manage requests, incidents, service Configuration Problem

requests and communications with Management Management
customer and users.

Computing and Information Technology

Project and Service Management Office
ITSM – Service Support
Telephone Fax
Requests requests

Hardware/
Email/voice/video Internet/browser
application
requests requests
events

Lo c a l
Ce n t r a l
Vi r t u a l Service Desk Management Information,
Reports, Metrics

Computing Learning Distributed

Networks Enterprise
Services Technologies Computing
Applications

Project and Service Contracts and

IT Training Operations Telecommunications Security
Management Licensing

Computing and Information Technology

Project and Service Management Office
ITSM – Service Support
Incident Management

• Objective is to restore normal service operation as quickly as

possible and minimize the adverse impact on business
operations.
• The process responsible for managing the life-cycle of all
incidents.

An incident defined as an unplanned, unexpected or unexplained disruption

in service. This is 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 the service that is provided.

• E.g. mail server not responding to incoming or outgoing messages.

Computing and Information Technology

Project and Service Management Office
ITSM – Service Support
Incident Management input and output of the process, and its
activities

E.g. mail server not responding to incoming or outgoing messages.

Computing and Information Technology

Project and Service Management Office
ITSM – Service Support
Escalation =
the mechanism
that assists
timely resolution
of an Incident

E.g. users identify they

cannot send or receive
mail and the Service
Desk is contacted. The
Service Desk cannot
resolve the incident so
it must be escalated to
the next level of
expertise for resolution.

Levels of support are specific to technical expertise

Computing and Information Technology
Project and Service Management Office
ITSM – Service Support
Problem Management
A Problem is defined as the unknown underlying cause

• Problem Management aims to Stabilize IT services through:

•Minimizing the consequences of incidents

•Removal of the root causes of incidents
•Prevention of incidents and problems
•Prevent recurrence of incidents related to errors
•Both reactive process and proactive process.
E.g. mail server not responding to incoming or outgoing messages, and the root
cause is identified as power has been lost because the server was accidentally
unplugged due to other servers being un-plugged and relocated to another part of
the building.

Computing and Information Technology

Project and Service Management Office
ITSM – Service Support

Problem Management
takes time to identify
the cause and eliminate
it.
E.g. the mail server problem
root cause resulted in a
permanent solution which was
to locate the power source
and plug it back in.

Computing and Information Technology

Project and Service Management Office
ITSM – Service Support
Change Management
Not every change is an improvement, but every improvement is a change.

- Is responsible for managing changes introduced in

the IT environment

- Ensures that standardized methods and procedures

are used

- Aims to minimize the impact of change-related

incidents and improve day-to-day operations with
minimum disruption to IT Services.

Computing and Information Technology

Project and Service Management Office
ITSM – Service Support
Change Management
Change Manager: the person responsible for filtering,
accepting and classifying all Requests For Change (RFC).

Change Advisory Board (CAB): this consultative body

meets regularly to assess and plan changes. Normally, only
the more significant changes are presented to the CAB.

CAB/EC (Emergency Committee) should be appointed with

the authority to make decisions on emergency requests.

Computing and Information Technology

Project and Service Management Office
ITSM – Service Support
Change Management Process Flow
Change = an addition, modification or removal of anything that could
have an effect on the IT environment

Computing and Information Technology

Project and Service Management Office
ITSM – Service Support
Configuration Management
Provides a logical view of the Service Support

components of all services. This Business, Customers, Users

process is responsible for maintaining

Communications
Updates
Satistifaction Difficulties Work-arounds
Surveys Queries
Inquiries

information about Configuration Items Monitoring

Tools

Service

(CI). A CI is any component that needs

Changes
Incidents
Incidents Desk

to be managed in order to deliver an IT

Incident
Management
Releases

Service.
Problem
Service Reports Management
Incident Statistics
Audit Reports Change
Problem Statistics Management
Problem Reports
Problem Review
Diagnostic aids
Audit Reports Change Schedule Release
CAB minutes

The CI information is managed in the

Management
Change Statistics
Change Reviews
Audit Reports
Release Schedule Configuration
Release Statistics Management

CMDB – Configuration Management

Release Review
Secure Library
Testing Standards CMDB Reports
Audit Reports CMDB Statistics
Policy Standards

Database and records the attributes and

Audit Reports
Problems
CIs
Incidents Known Changes Releases
Relationships
Errors

relationships with other CIs, processes, CMDB

and services.

Computing and Information Technology

Project and Service Management Office
ITSM – Service Support
Release Management

- Responsible for the planning, scheduling and controlling of changes

to a defined IT Service that moves from -
test/dev > QA > live (production) environments.

- Aims to ensure that the integrity of the live (production) environment

- Release Management works closely with Configuration

Management (CMDB) and Change Management.

Computing and Information Technology

Project and Service Management Office
ITSM – Service Support
Service Support

Business, Customers, Users

Communications
Updates
Satistifaction Difficulties Work-arounds
Surveys Queries
Inquiries
Monitoring
Tools

Service Changes
Incidents
Incidents Desk

Incident
Management
Releases
Problem
Service Reports Management
Incident Statistics
Audit Reports Change
Problem Statistics Management
Problem Reports
Problem Review
Diagnostic aids
Audit Reports Change Schedule Release
CAB minutes Management
Change Statistics
Change Reviews
Audit Reports
Release Schedule Configuration
Release Statistics Management
Release Review
Secure Library
Testing Standards CMDB Reports
Audit Reports CMDB Statistics
Policy Standards
Audit Reports

Incidents Computing
Problems
Known andChanges
Information Technology
Releases
CIs
Relationships
Errors

Project and Service Management Office

CMDB
ITSM – Service Delivery
Service Delivery has a “tactical or strategic” focus. Service Delivery is
also used to mean the delivery of quality IT Services to customers and
what is needed to provide those services.

Service Level
Management

Availability Service Financial

Management Management
Delivery

IT Service Continuity Capacity

Management Management

Computing and Information Technology

Project and Service Management Office
ITSM – Service Delivery
Service Level Management

•The process responsible for

maintaining and improving IT
Service quality through a constant
cycle of agreeing, monitoring, and
reporting to meet customers’
objectives.

•Provides us and our customers a

clear and consistent understanding
and expectation of the level of
service required to provide a quality
product.

• Through these methods, a better

relationship between IT and the
customers can be developed.

Computing and Information Technology

Project and Service Management Office
ITSM – Service Delivery
Service Level Management - Terminology and Definitions
Service Level Requirements (SLR) – A listing of the customer’s service
requirements (e.g. availability, capacity, financial, criticality, service restoration,
etc.).

Service Level Agreement (SLA) – a written agreement with a customer defining

the service targets and responsibilities of both parties.

Operational Level Agreement (OLA) – a written agreement between two internal

IT areas (e.g. Networks and Service Desk)

Underpinning Contract (UC) – a contract with a 3rd party vendor/supplier that

documents the delivery of services that supports IT in their delivery of service.

Computing and Information Technology

Project and Service Management Office
ITSM – Service Delivery
Availability Management

• The goal is optimize the capacity of the IT infrastructure, services,

and supporting organization to deliver a cost effective and sustained
level of availability enabling IT to meet their objectives.

• Aims to reduce the occurrence and duration of service unavailability

• Ability of a service or component to perform its required function

over a stated period of time.

Computing and Information Technology

Project and Service Management Office
ITSM – Service Delivery
Availability Management
Availability – amount of time it is accessible as agreed with the customer.
Reliability - to be free from operational failure.
Maintainability (internal) - keeping the service up and running.
Serviceability (external) – contractual with a vendor to assure availability.
Resilience - Redundancy/fault tolerance. How well it survives a failure.
Vital Business Function (VBF) - the service(s) defined as business critical.
Security - confidentiality, integrity, availability of data
Maintenance Windows - a period of time agreed upon that a service will
not be available so service maintenance can be done.

Computing and Information Technology

Project and Service Management Office
ITSM – Service Delivery
Capacity Management

• Can be referred to as supply and demand and is responsible for addressing

the evolving demands of the business cost effectively.

• Involves analyzing the current situation and predicting the future use of the
IT infrastructure and resources needed to meet the expected demand for IT
services.

Computing and Information Technology

Project and Service Management Office
ITSM – Service Delivery
Continuity Management

• The process that ensures that the required IT technical

services and facilities can be recovered from a failure or
disaster.

• Service Continuity Planning is a systematic approach to

create a plan and/or procedure to prevent, cope with and
recover from the loss of a critical service for extended
periods.

Computing and Information Technology

Project and Service Management Office
ITSM – Service Delivery
Financial Management
• Identify the actual cost of services provided
• Provide accurate and vital financial information to assist in
decision making
• Make customers aware of what services actually cost
• Cost avoidance relative to the spending of money wisely now
to reduce costs in the future.

Computing and Information Technology

Project and Service Management Office
ITSM – Service Delivery

Computing and Information Technology

Project and Service Management Office
Service Management at Clemson

How does Service Management touch us

individually and organizationally in our
day-to-day processes?

Computing and Information Technology

Project and Service Management Office
Service Management at Clemson

Computing and Information Technology

Project and Service Management Office
Service Management at Clemson

IT Service Management at Clemson

Currently underway –
Establishment of:
- ITSM Steering Committee
- ITSM website
-Initiatives:
- Identifying, defining and collecting “service” information
- Information gathering for a comprehensive Service Catalog
- Change Management and Configuration Management (CMDB)
- Interim solution for “Request for Services”
- Information gathering for Incident/Problem Management
- Outage Notifications processes being put in place
- Various assessment activities taking place, and many more to come

Computing and Information Technology

Project and Service Management Office
Service Management at Clemson

IT Service Management Office

[email protected]

Janell Bohlmann, Director, Project and Service Management

Donna Overfelt, Manager, IT Service Management

Computing and Information Technology

Project and Service Management Office
Service Management at Clemson

Resources
•OGC – Office of Government Commerce
http://www.ogc.gov.uk/guidance_itil_4438.asp

•ITSMF – IT Service Management Forum

http://www.itsmf.org

•ITSM World
http://www.itil-itsm-world.com/index.htm

•ITIL Survival
https://securewsch01.websitecomplete.com/itilsurvival/shop/showDept.asp

•ITSM Watch
http://www.itsmwatch.com/

Computing and Information Technology

Project and Service Management Office
Service Management at Clemson

Additional Learning at Clemson

•ITIL - IT Infrastructure Library Books

CIT, Service Management Office, [email protected]

•eLeaning ITIL courses on MyCLE

http://www.clemson.edu/elearning/ - search on ITIL

Computing and Information Technology

Project and Service Management Office
Service Management at Clemson

Questions ?

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