ITIL overview

Basics
Jaroslav Prochzka
 IT Service Management
Business processes are supported by IT services

IT services are produced and controlled by IT processes

IT processes consumes IT resources

Technological infrastructure
IT staff
Application software
Expendable supplies, energy
 IT Service Management
ITSM Management is based on
People
Process
Products (tools, technologies)
Partners (suppliers, dealers, outsourcing)

IT Service Management

ICT (infrastructure)
IT services

Common problem: Business processes

Technology determines
Business strategy
staff and processes
 IT Service Management
Example
Price list
creation
Business processes and sending

Customer
Office
E-mail
IT service application

IT Service
ITSM processes Management

LAN, mail server,

ICT infrastructure PC, Internet
connection
ITIL = IT Infrastructure Library
Best practices (not a formal method!)
One language / terminology
Focus on IT (but not just suitable for IT)
Existing activities and how to optimize them
Related processes and tasks (roles)
But not how to put them into functions

Collection of publications (books, CDs) about

best practices in IT Service Management processes
originally developed for the UK government now used
worldwide by both small and large IT organizations (de
facto standard)
ITIL is a registered trademark of the Office of Government Commerce
Elements in the IT Infrastructure
Library (ITIL)
The IT Infrastructure Library
consist of the following books:
the Business Perspective
Application Management
Service Delivery
Service Support
Security Management
ICT Infrastructure
Management

Each element has

interfaces with the other elements
and the elements also overlap
The ITIL framework
 Versions and Standards
V1 original 46 books, end of 80.
V2 reworked 8 books, about year 2000
V3 5+1 books, new lifecycle model, year 2007

ISO 20.000 standard based on ITIL, released 2006

BS 15.000 former British standard, ITIL based on it
 Certifications
People (3 levels) SW tool certification
ITIL Foundation Certificate in Pink Elephant
ITSM Verification templates
ITIL Practitioner Certificate in https://www.pinkelephant.com/en-
ITSM for each process PH/ResourceCenter/PinkVerify/
Manager s Certificate in ITSM
Service Support
Service Delivery

Certification authorities Enterprise

EXIN ISO 20.000
ISEB For each process separately
 V3 Model
New lifecycle model:
Service Strategy
Service Design
Service Transition
Service Operation
Continual Service
Improvement

6 core books (incl.

Introductory)
 V3 Books
Official Introduction of the ITIL Service Lifecycle basic ITSM
concepts, place of ITIL, new lifecycle model, background of the new
ITIL structure

Service Strategy aligns business and IT, ITSM strategy, planning

Service Design IT service solutions, processes design

(production and maintenance of IT policies, architectures)
 V3 Books cont.
Service Transition transition of services into the business
environment

Service Operation delivery and control process activities, app,

change, operational management, metrics

Continual Service Improvement drivers, justification, methods,

practices, metrics
 What ITIL
Doesn t solve
Particular organizational structure and given roles
Structure and content of processes and work procedure
(different culture, habits)

Is not
Standard (standard is BS 15.000 or ISO 20.000)
Methodology (only process framework)
Project management method for ITSM implementation
(recommends PRINCE2)
 ITIL Terminology (OM versus
SM)
Operations Management is in ITIL called IT Service Management

Service Management includes

Service Delivery
Processes for long term planning and improvement of IT
services

Service Support
Processes for day-to-day operation and support of IT services
 ITIL Terminology
IT service is a group of related functions of some IT systems.
from user point of view it is one single entity
serves for business process support
consists of SW, HW, communication lines
IT need to know its parts because of monitoring, change
implementation, reporting
Example: e-mail, print, stock control, sub-versioning

Proactive approach means

active detection and solving of possible problems, needed
changes in ICT infrastructure
not reactive, doesnt wait when problems occur
 ITIL Terminology
Service Desk Single point of contact SPOC

Incident Any event which causes or may cause an

interruption to, or a reduction in quality of service
Service request Request for information, training, service, shorter
and less bureaucratic cycle then RfC
Problem The unknown root cause of one or several incidents

Known error A problem becomes a known error when the root

cause is known
RfC, Request for Well defined and planned proposal for making a
Change change in the infrastructure
CI, Configuration Item Hardware, software, connection, document,
procedure, place, service
 ITIL and Service Support
The Service Support is concerned with ensuring that the Customer
has access to the appropriate services to support the business
functions:
Service Desk
Incident Management
Problem Management
Configuration Management
Change Management
Release Management
ITIL Service Support
 ITIL and Service Delivery
The Service Delivery book is about what service the business
requires of the provider:
Service Level Management
Financial Management for IT Services
Availability Management
Capacity Management
IT Service Continuity Management
ITIL Service Delivery
 Benefits of implementation ITIL
processes
Minimize the impact of failures on operations
Minimize the count of incidents thanks to solving infrastructural
problems (root cause)
Incident count mitigation when implementing changes to
infrastructure
Clearly define IT services and staff responsibilities
Deliver IT services with predefined and agreed quality
Deliver IT services according the business needs
Solve IT service continuity after disaster
Sufficient resource utilization (ICT, staff, finance)
 Benefits for IT operations staff
IT staff know what is expected (defined processes, agreed quality of
IT services) thanks to appropriate training are able to comply

Better productivity (know what to do)

Better staff motivation and satisfaction (expectation management,

understand ability)

Increased visibility and reputation of IT operations dept. ->

motivation gain
 Customer
User
Incident
Incident
Service catalogue SLA

Service Desk
SLM
INCIDENT
MANAGEMENT

ICT sluba: Known

IT service Error
skladov hospod
STOP stv
Stock control PROBLEM
MANAGEMENT
CONFIGURATION
MANAGEMENT
RfC
CMDB Install Oracle
patch
Work-around
ERROR LAN, DB Server,
Regular log deletion
DB Oracle 9i CHANGE
Stock control v1, MANAGEMENT
desktop PC