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Information Technology Infrastructure Library - ITIL

Registered Trade Mark and a Community Trade Mark of the Office of Government Commerce

presented by
January 2005

Donett Murphy
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BRIEFING OUTLINE BRIEFING OUTLINE

Define ITIL Identify ITIL Core Processes Discuss IT Delivery & Support Model Identify ITIL Publication Address Who Is Implementing ITIL Discuss Training and Certification

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Oh No!!! Not Another Model

The goal was to develop an approach that would be vendorThe goal was to develop an approach that would be vendorindependent and applicable to organizations with differing technical independent and applicable to organizations with differing technical and business needs. This resulted in the creation of the ITIL. and business needs. This resulted in the creation of the ITIL.

Goal Goal

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What is ITIL?
ITIL is a set of best practices standards for Information Technology (IT) service management. The United Kingdom's Central Computer and Telecommunications Agency (CCTA) created ITIL in response to the growing dependence on Information Technology to meet business needs and goals. ITIL provides businesses with a customizable framework of best practices to achieve quality service and overcome difficulties associated with the growth of IT systems. Emerged as the worlds most widely accepted approach to the management and delivery of IT Services because it is scaleable.

Gartner measurements show that no adoption of IT Service Management to full adoption can reduce an organizations Total Cost of Ownership by as much as 48%.
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ITIL Core Processes

IT planning, delivery and support for IT Services:

Service Delivery
Availability Management Capacity Management IT Service Continuity Planning Financial Management Service Level Management

Service Support
Incident Management Problem Management Change Management Release Management Configuration Management
Planning Identification Control Status Accounting Verification Management Reporting
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IT Delivery & Support Model

Service Level Management
Budgeting Accounting Charging

Manage & Improve the Quality Of Agreed IT Services

Ensure Cost Effective and Sustainable Levels of Availability

IT Service Planning
Financial Financial Management Management Availability Availability Management Management

Service Delivery

Service Level Service Level Management Management

Capacity Capacity Management Management Understand and Control Costs Associated with the Delivery Incident & Problem Management of IT Services

IT Service IT Service Continuity Continuity Management Management

Change & Configuration Management

Match Business Demand for IT Services with IT Resources Change Change Management Management Ensure the Protection of IT Services and the Rapid Restoration of IT Service in the Event of a Disaster Release Release Management Management

Service Support

Incident Incident Management Management

Problem Problem Management Management

Configuration Configuration Management Management

Front Office

Back Office

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IT Delivery & Support Model

Service Level Management IT Service Planning
Financial Financial Management Management Availability Availability Management Management Bring All Changes Under IT Service IT Service the Control of a Continuity Continuity Single Set of Management Management Processes.

Service Delivery

Coordinate The Rapid Restoration of IT Services.

Service Level Service Level Management Management Permanent Removal of Errors from the IT Infrastructure

Budgeting Accounting Charging

Incident & Problem Management

Service Support

Capacity Capacity Management Identify the Management Components and Maintain the Content and the Context of the of the IT Infrastructure Change & Configuration

Protect Management the Live

Incident Incident Management Management

Problem Problem Management Management

Change Change Management Management

Environment by Controlling the Release of Components.

Configuration Configuration Management Management

Release Release Management Management

Front Office

Back Office

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US Government and Commercial Implementation

IBM Global Services HP Services Procter and Gamble Caterpillar

Internal Revenue Service Central Intelligence Agency (CIA) Department of Commerce National Institute of Standards (NIST) Department of Agriculture (USDA) National Security Agency (NSA) Department of Defense (DOD) ARMY National Reconnaissance Office (NRO)

Shell Oil Boeing State Farm Insurance Nationwide Mutual Insurance Company

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Individual Certification is Available Join Fellow CMers in Profession Growth

Training Providers:
IntelQ Pink Elephant FoxIT DreamCatcher Others

Cost: ??? $850 - $1100 Based on Group Size Location: Local with No Travel

If you are interested contact Donett Murphy before Feb 7, 2005. donettmurphy@aol.com 703-932-9406
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ISO 9000 -- BRIEFING SUMMARY ISO 9000 BRIEFING SUMMARY

Defined ITIL Identified ITIL Core Processes Discussed IT Delivery & Support Model Identified ITIL Publication Addressed Who Is Implementing ITIL Discussed Training and Certification

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The following Slides Were Not Part of the Briefing. Carol Farrall sent them for distribution (part of training material).

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ITIL Overview Publications Map

Planning to Implement Service Management
Service Management T h e T e c h n o l o g y

T h e B u s i n e s s

The Business Perspective

Service Support Service Delivery

ICT
Infrastructure Management

Security Management

Applications Management
ICT = Information and Communication Technology

Crown Copyright. Reproduced with the permission of OGC

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ITIL IT Service Management

Service Support covers 1 functional area, and 5 processes: Incident Management Problem Management Change Management Configuration Management Release Management The Service Desk (Function) Service Delivery covers 5 processes: Service Level Management Capacity Management Availability Management Financial Management IT Service Continuity
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Service Support Process Model

The Business, Customers or Users
Difficulties Queries Enquiries

Management tools

Service Desk Incidents Incident Management Problem Management

Service reports Incident statistics Audit reports Problem statistics Trend analysis Problem reports Problem reviews Diagnostic aids Audit reports

Communications Updates Work arounds

Incidents
Customer Survey Reports

Changes

Releases

Change Management Release Management Configuration Management

Change schedule CAB minutes Change statistics Change reviews Audit reports

Release schedule Release statistics Release reviews Secure library Testing standards Audit reports

CMDB reports CMDB statistics Policy standards Audit reports

CMDB
Incidents
EDS Proprietary

Problems Known errors

Changes

Releases

CIs Relationships
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Service Delivery Processes

The Business, Customers or Users
Queries Enquiries

Communications Updates Reports

SLAs, SLRs, OLAs,Ucs Service reports Service catalogue SIP Exception reports Audit reports

Availability Management

Service Level Management

Availability Plan Design criteria Targets / Thresholds reports Audit reports

Capacity Management

Requirements Targets Achievements

Alerts and Exceptions Changes

Capacity Plan Capacity database or CDB Targets / Thresholds Capacity Reports Schedules Audit reports

Financial Management for IT Services

IT Services Continuity Management

IT Continuity Plans BIA & Risk Analysis Control centers DR Contracts reports Audit reports Financial Plan Types & models Costs & Changes reports Budgets & Forecasts Audit reports

Management Tools & IT Infrastructure

EDS Proprietary

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ITIL Process Linkages

IT Service Continuity Management

Strong Relationship

Availability Management

Capacity Management

Uses

Communicates With

Configuration Management

Change Management

Financial Management Release Management

Service Level Management

Problem Management

Incident Management and Service Desk

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Holistic Configuration Management

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Incident Management

Incident Tracking Profile info

SLAs OLAs UCs

Service Level Management

Requests for Change

Change Management

Service Requests Change or Request Priority Profile info

Availability Requirements Downtime recording

Availability Management

Problem Management

Problem Tracking Known Error Reporting Workarounds

CMDB

Capacity Plan Forecasts Organizational Info Risk Analysis

Capacity Management IT Continuity Planning

Configuration Management

HW & SW Attributes & Relationships Procedures/Docs Roles & Resp.

Continuity Plans Test Results

Release Management

DSL SW releases SW Acceptance Stages

Costing Data Charging Data

Financial Management

EDS Proprietary

MANAGEMENT INFORMATION

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Configuration Management Relationships

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Service Level Management

Security Management

ITSC Management

Financial Management

Release Management

Financial Information Service Level Thresholds Service Components Responsibilities Business Impact

Greater Linkage to Business Better ROI Higher Customer Satisfaction Reduced Costs

Configuration Management Asset Management Inventory

Incident Management

Change Management

Impact Assessments Relationships Verification Lower Costs Fewer Errors

Problem Management

Release Management

Prioritization Reduced MTTR Greater User Satisfaction Better User Productivity Efficiency
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Release Management

Release Management Environments

Development Environment Controlled Test Environment Live Environment

Release Management
Design and develop, or order and purchase the software Build and configure the Release Fit-forPurpose testing Communication Preparation and Training Distribution + installation

Release Policy

Release Planning

Release Acceptance

Roll-out planning

Configuration Management Database (CMDB) and Definitive Software Library (DSL)

EDS Proprietary

ITIL Source: ITIL- CCTA CCTA Crown Copyright Source: ITIL- Crown Copyright 2000 pg 21

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Version Control
V1

DSL

V2

V 2.1

Development
V1 V2 V 2.1

CMDB
V1 V2 V 2.1

Test

App1 v 2.1 Status = = Dev Test Status In Prod App1 v 2.0 Status = Failed Test Status = = Dev Status In Test App1 v 1.0 Status = = Dev Status = Archive Test Status In Prod
V1 V 2.1

Production

V1

Archive (remains in DSL, but status changed to archive)

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Some Useful Websites

The OGC the organization that publishes the ITIL books

http://www.ogc.gov.uk/itil/ http://www.itil.co.uk/index.html http://www.itilworld.com/ http://www.itilexams.com/ http://www.itsmf.com http://www.itsmf.net/ http://www.itsmf.on.ca/ http://www.pultorak.com/pcbit/itsm.htm http://www.staytech.com/ http://www.nextslm.org/ http://www.viadyne.com/viadyne_intro.htm

ITIL UK Official Web Site Multilingual ITIL Information [Service Support/Delivery on-line] Loyalist College [Belleville, Ontario] ITIL Certification Agent The global IT Service Management Forum site The ITSMF US site ItSMF IT Service Management Forum - check out Event/Presentation for local context and players. General ITSM information and white-papers Ottawa based ITIL Services/Training provider Links contains a good selection of ITIL Information/Solution providers Tools, newsletters, and white-papers on ITSM ITIL Services/tools provider

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