brief introduction to itil v3 by david cannon

ITIL v3 – The Evolution of Best PracticePractice

David CannonITSM Practice Principal

© 2007 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice

AgendaAgenda

• A New Definition of Service

• Some themes from ITIL v3

A New Definition of Service


The Evolution of IT Service ManagementThe Evolution of IT Service ManagementService

ManagementITIL v3

Strategic

Focus: Business-IT Alignment & Integration• Service Mgmt for Business &

Technology Automated and Integrated Operations

T

StrategicPartner

Focus: Quality and Efficiency of

• Automated and Integrated Operations• Strategy and Portfolio Governance• Continuous Improvement

IT ServiceManagement

ITIL v2

Rol

e of

IT ServiceProvider

IT Processes• IT is a service provider• IT is separable from business• IT budgets as expenses to control

IT InfrastructureManagement

ITIL v2

TechnologyProvider

Focus: Stability and Control of the Infrastructure• IT are technical experts• IT concerned with minimizing business disruption

ITIL v1

Time

disruption• IT budgets are driven by external benchmarks

What is an IT Service (v2)?What is an IT Service (v2)?• A set of related functions• provided by IT systems• in support of one or more business areasin support of one or more business areas

Thi i b d f h dThis service can be made up of hardware, software and communication facilities, but is perceived by the business customers as a self-perceived by the business customers as a self-contained, coherent entity

Service Components

As Seen b the C stomerAs Seen by the Customer…

Process Orientated Working

The Problem with ProcessesThe Problem with Processes• Processes help to organize work better• They are aligned to activity and output, not

necessarily to value• You have to know what you want to achieve, or

else assume that the customer does• Processes are not strategic• Bottom line: Managing IT needs more than just a• Bottom line: Managing IT needs more than just a

set of processes, people and tools

Definition of a Service (v3)Definition of a Service (v3)

A ‘service’ is a means of delivering value to

customers by facilitating outcomes customers

want to achieve without the ownership of

specific costs and risks

The ITSM LifecycleThe ITSM Lifecycle

The ITIL v3 BooksThe ITIL v3 Books

New Books New Thinkingg


Service Strategygy

Value and Services


Using Services to Achieve Business OutcomesOutcomes

Leverage

Leverage

Supporting Business OutcomesSupporting Business Outcomes

Productive capacity

Product Manager

Service C t lCatalogue

Well-served demand

Underserved demand

Unserved demand

© 2006-2007 Crown Copyright.

Service PortfolioService Knowledge Management System

Service Portfolio

Service Lifecycle

ServicePipeline

Service Status:

RequirementsDefined

Analyzed

ServiceCatalogue

AnalyzedApprovedCharteredDesigned

DevelopedCustomers/Users

only allowed access

R ti d

CatalogueBuildTest

ReleaseOperational

Retired

only allowed accessto services in this

range

RetiredServices

Retired

Service Designg

Building Services to meet Business Outcomes


Business Outcomes

Service Design Processes

AvailabilityManagement

Service LevelSupplier InformationSecurity Capacity

ManagementManagement SecurityManagement Management

S i L lService LevelManagement

ServicePortfolio

ServiceCatalogg

Service Catalog Management

ServiceTransitionTransition

Validating Services and Building Knowledge


Building Knowledge

Change — Activities

R d th RFCRole

Create RFC Upda

Initiator Requested

Record the RFC

ChangeManagement Ready for evaluation

Review the RFC

Change proposal (optional)

ate chang

g Ready for evaluation

Ready for decision

Assess and evaluate change

Authorize change

Authorize change proposal

Work orders

e and co

ChangeAuthority Authorized

Authorize change

ChangeManagement Scheduled

Plan updates

onfiguratioWork ordersg Scheduled

ChangeManagement

Implemented

Co-ordinate Change Implementation

Review and closeEvaluation

on in CM

S

Work orders

ChangeManagement Closed

Review and close change record

Evaluation report

S

Service Knowledge Management SystemSystem

Wisdom ability to make decisions

Presentation Layer

Wisdom – ability to make decisions

Information

Knowledge Processing Layer

InformationIntegration Layer

Configuration management system

Service Knowledge base

Data and Information

CMDB

CMDB

DML

CMDB

ServiceOperationOperation

Delivering on the Promise


Promise

Service Operation Processes & Functions

SelfHelp

Request or

AccessManagement

RequestFulfillment

Request orIncident?

g

ProblemManagementIncident

M t

User

ServiceDesk

Management

EventUser

Desk

Common Service Operation Activities

Management

TechnicalManagement

ApplicationManagement

IT Operations ManagementServices

Context - Monitor Control LoopContext - Monitor Control Loop

NNorm

CompareControl

Monitor

A ti itI t O t tActivityInput Output

Complex Monitor Control LoopsComplex Monitor Control LoopsNorm

CompareControl

Monitor

Norm

CompareControl

Norm

CompareControl

Norm

CompareControlCompare

Monitor

Control Compare

Monitor

Control Compare

Monitor

Control

ActivityInput Output ActivityInput Output ActivityInput Output

Context - The ITSM LifecycleContext - The ITSM Lifecycle

ServiceExe

cs Business Executives, Business Unit Managers, Customers

Strategy

xecs

, IT

E

Portfolio,Standards, Service

1

Service Transition

ccou

nt E

xU

sers

Architectures Design

Tech Architectures,Performance Stds

2

3

ContinualService

Improve-

Vend

or A

c s

Performance Stds 3 ment

Norm Norm Norm

nage

rs, V

Compare

Monitor

Control Compare

Monitor

Control Compare

Monitor

Control

IT M

an

Technical Experts, Vendor Support, IT Operational Staff

ActivityInput Output ActivityInput Output ActivityInput Output

Event Management — Logging and FilteringFiltering

Exception

WarningFilter WarningFilter

Information

Event Management — Managing ExceptionsExceptions

Incident Management

Incident

Incident/Problem/Exception Problem ProblemProblem/Change

Exception ManagementProblem

Change Management

RFC

Event Management —Information and Warnings I id tInformation and Warnings

Incident/Problem

Incident

ProblemDo any one or Problem/Change

RFC

ycombination of …

Human Intervention

AlertIntervention

Warning

Auto Response

I f ti Log

Auto Response

Information Log

Service Operation ProcessesService Operation Processes

Event Management

IncidentM t Incident ManagementManagement Incident Management Self H

Request Fulfillment

Help

Functions


Service Operation FunctionsService Operation Functions

Service Desk IT OperationsManagement

ApplicationTechnical ApplicationManagement

TechnicalManagement

Operations Control

Facilities Management

Common SO ActivitiesCommon SO Activities• Mainframe Management• Server Management• Network ManagementNetwork Management• Storage and Archive

D t b Ad i i t ti• Database Administration• Directory Services Management• Desktop Management• Internet / Web Managemente e / eb a age e• Etc.

The Application Management LifecycleThe Application Management Lifecycle

Requirements

DesignOptimize

Operate BuildOperate Build

Deploy

The Application Management LifecycleThe Application Management Lifecycle

Requirements

Optimize Design

Operate BuildOperate Build

Deploy

Continual Service ImprovementImprovement

Staying Relevant and Growing with the


Growing with the Business

The Continual Improvement ProcessThe Continual Improvement Process Identify• Vision, & Strategy• Tactical Goals

1. Define what you should measure• Tactical Goals

• Operational Goalsshould measure

2. Define what you can measure

7. Implement corrective action

GoalsGoals3. Gather the data

Who? How? When?

Integrity of data?

6. Present and use the information

assessment summaryaction plans etc

GoalsGoals

Integrity of data?

4. Process the dataF ? F t?

5. Analyze the dataRelations? Trends?

A di t l ?

action plans, etc.

Frequency? Format?System? Accuracy?

According to plan? Targets met?Corrective action?

Questions?


brief introduction to itil v3 by david cannon

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