Its M Foundation Training V 3

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

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

ITIL\ITSM Overview
What is ITSM?
ITSM = Information Technology Service Management

Service Desk
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.

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


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 Management
Service Support
Release Management
Service Desk
Configuration Management Problem Management


Service Desk
Integrated function, not a process, to all of the operational process. Serves an intended purpose Single point of contact between service Incident providers, customers and users. Management Manages incidents and escalates according to agreed service levels. Manage requests, incidents, service requests and communications with customer and users. Service Support
Release Management Change Management
Service Desk
Configuration Management Problem Management


Telephone Requests Fax requests Email/voice/video requests Internet/browser requests Hardware/ application events
Local Central Virtual
Service Desk
Management Information, Reports, Metrics
Computing Services
Networks
Learning Technologies
Distributed Computing
Enterprise Applications
IT Training
Operations
Telecommunications
Security
Project and Service Management
Contracts and Licensing


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.


Incident Management input and output of the process, and its activities
E.g. mail server not responding to incoming or outgoing messages.


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

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.


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.


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.


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.


Change Management Process Flow
Change = an addition, modification or removal of anything that could have an effect on the IT environment


Configuration Management
Provides a logical view of the components of all services. This process is responsible for maintaining information about Configuration Items (CI). A CI is any component that needs to be managed in order to deliver an IT Service.
Service Support
Business, Customers, Users
Satistifaction Surveys
Difficulties Queries Inquiries
Communications Updates Work-arounds
Monitoring Tools
Incidents Incidents
Service Desk
Changes
Incident Management
Releases
Service Reports Incident Statistics Audit Reports
Problem Management
Problem Statistics Problem Reports Problem Review Diagnostic aids Audit Reports
Change Management
The CI information is managed in the CMDB Configuration Management Database and records the attributes and relationships with other CIs, processes, and services.
Change Schedule CAB minutes Change Statistics Change Reviews Audit Reports
Release Management
Release Schedule Release Statistics Release Review Secure Library Testing Standards Audit Reports
CMDB Reports CMDB Statistics Policy Standards Audit Reports
Incidents
Problems Known Errors
Changes
Releases
CIs Relationships
CMDB


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.


Service Support
Business, Customers, Users
Communications Updates Work-arounds
Satistifaction Surveys
Difficulties Queries Inquiries
Monitoring Tools
Incidents Incidents
Service Desk
Changes
Incident Management
Releases
Service Reports Incident Statistics Audit Reports
Problem Management
Problem Statistics Problem Reports Problem Review Diagnostic aids Audit Reports
Change Management
Change Schedule CAB minutes Change Statistics Change Reviews Audit Reports
Release Management
Release Schedule Release Statistics Release Review Secure Library Testing Standards Audit Reports
CMDB Reports CMDB Statistics Policy Standards Audit Reports
Incidents
Problems CIs Computing and Information Technology Known Changes Releases 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 Management
Service Delivery
Financial Management
IT Service Continuity
Management
Capacity Management


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.


Service Level Management - Terminology and Definitions
Service Level Requirements (SLR) A listing of the customers 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.


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.


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.


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.


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.


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.


Service Management at Clemson
How does Service Management touch us individually and organizationally in our day-to-day processes?


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

IT Service Management Office

itsmo@clemson.edu
Janell Bohlmann, Director, Project and Service Management
Donna Overfelt, Manager, IT Service Management

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/


Additional Learning at Clemson
ITIL - IT Infrastructure Library Books CIT, Service Management Office, itsmo@clemson.edu eLeaning ITIL courses on MyCLE http://www.clemson.edu/elearning/ - search on ITIL

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ITIL Foundation

IT Service Management (ITSM) Essentials

Computing and Information Technology

Computing and Information Technology

ITIL = Information Technology Infrastructure Library

Computing and Information Technology

ITSM = Information Technology Service Management

Computing and Information Technology

ITSM Service Support

Infrastructure- People, Processes and Technology

Computing and Information Technology

ITSM Service Support

Computing and Information Technology

ITSM Service Support

Computing and Information Technology

ITSM Service Support

Local Central Virtual

Management Information, Reports, Metrics

Project and Service Management

Contracts and Licensing

Computing and Information Technology

ITSM Service Support

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

Computing and Information Technology

ITSM Service Support

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

Computing and Information Technology

ITSM Service Support

ITSM Service Support

Computing and Information Technology

ITSM Service Support

Computing and Information Technology

ITSM Service Support

- Is responsible for managing changes introduced in the IT environment

- Ensures that standardized methods and procedures are used

Computing and Information Technology

ITSM Service Support

Computing and Information Technology

ITSM Service Support

Computing and Information Technology

ITSM Service Support

Difficulties Queries Inquiries

Communications Updates Work-arounds

Problems Known Errors

Computing and Information Technology

ITSM Service Support

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

Computing and Information Technology

ITSM Service Support

Difficulties Queries Inquiries

Project and Service Management Office CMDB

ITSM Service Delivery

Computing and Information Technology

ITSM Service Delivery

Computing and Information Technology

ITSM Service Delivery

Computing and Information Technology

ITSM Service Delivery

Computing and Information Technology

ITSM Service Delivery

Computing and Information Technology

ITSM Service Delivery

Computing and Information Technology