ITIL in Nutshell

ITIL IN A
NUTSHELL
History
Definition ITSM
What is ITIL
ITIL Modules
Service Support
Service Delivery
OVERVIEW
ITIL PROCESSES
Summary
More Info
IMPLEMENTATION
Service Security
ITSM Implementation
ITIL Scope
ITIL vs Stakeholders
Security Management
The Big Picture
2007 Hans R. Scholl, MSc FOR PRIVAT USE ONLY
1
Welcome to ITIL
Welcome

The next half hour will give you a brief introduction into ITIL.
ITIL In A Nutshell
ITIL IN A
NUTSHELL
History
Definition ITSM
What is ITIL
ITIL Modules
Service Support
Service Delivery
OVERVIEW
ITIL PROCESSES
Summary
More Info
IMPLEMENTATION
Service Security
ITSM Implementation
ITIL Scope
Security Management
The Big Picture
2
History
History
In IT evolution projected growth of standardization for processes and methods
was not possible (or not desired). This led to many individual solutions.

Changes in size, structure and in the scope of functions of IT organizations soon
showed the limits of individual solutions.

Thus, new standards for processes and methods had to be developed and were
summarized under the term ITSM (IT Service Management).

ITIL IN A
NUTSHELL
History
Definition ITSM
What is ITIL
ITIL Modules
Service Support
Service Delivery
OVERVIEW
ITIL PROCESSES
Summary
More Info
IMPLEMENTATION
Service Security
ITSM Implementation
ITIL Scope
Security Management
The Big Picture
3
Definition ITSM
ITSM is a method for IT organizations to

plan
manage
develop
deliver

IT Services
What is ITSM?
ITSM service delivery is customer-oriented as well as process-
oriented.
By measuring and controlling (managing) IT services reach a high
quality. Defined cost- and service targets are deliverable.
ITSM standardizes methods and processes and
aligns corporate and department structures to business
processes.
An IT service is a service generated by
an IT department or an IT organization
for a customer.
But what is an IT service?
ITIL IN A
NUTSHELL
History
Definition ITSM
What is ITIL
ITIL Modules
Service Support
Service Delivery
OVERVIEW
ITIL PROCESSES
Summary
More Info
IMPLEMENTATION
Service Security
ITSM Implementation
ITIL Scope
Security Management
The Big Picture
4
Implementation
ITSM implementation is a corporate task depending on active
participation of customers, management and employees. It needs
quality assurance according to the Deming cycle
ITIL IN A
NUTSHELL
History
Definition ITSM
What is ITIL
ITIL Modules
Service Support
Service Delivery
OVERVIEW
ITIL PROCESSES
Summary
More Info
IMPLEMENTATION
Service Security
ITSM Implementation
ITIL Scope
Security Management
The Big Picture
5
The Big Picture
ITIL is one of the different ITSM frame-works in use.
Each of these has its own purpose and scope.
ITIL IN A
NUTSHELL
History
Definition ITSM
What is ITIL
ITIL Modules
Service Support
Service Delivery
OVERVIEW
ITIL PROCESSES
Summary
More Info
IMPLEMENTATION
Service Security
ITSM Implementation
ITIL Scope
Security Management
The Big Picture
6
What is ITIL
ITIL is a framework of non-proprietary best practices for IT
organizations to achieve improvements in efficiency of IT processes
by using a process-orientated and scalable approach.
ITIL stands for Information Technology Infrastructure Library.
ITIL is accredited as de-facto standard for ITSM since the
1990ies.
Today ITIL is available in versions 2 & 3 which vary in their
approach, but not in the methods they define.
ITIL 2.0 contains 2 areas with 12 core modules and the cross-
process-area security management.
ITIL IN A
NUTSHELL
History
Definition ITSM
What is ITIL
ITIL Modules
Service Support
Service Delivery
OVERVIEW
ITIL PROCESSES
Summary
More Info
IMPLEMENTATION
Service Security
ITSM Implementation
ITIL Scope
Security Management
The Big Picture
7
ITIL Scope
ITIL is designed for service
quality

Get it
Keep it
Increase it

And do it accordingly to
the various expectations
of its stakeholders:

Business
Customers
Users

ITIL IN A
NUTSHELL
History
Definition ITSM
What is ITIL
ITIL Modules
Service Support
Service Delivery
OVERVIEW
ITIL PROCESSES
Summary
More Info
IMPLEMENTATION
Service Security
ITSM Implementation
ITIL Scope
Security Management
The Big Picture
8
The ITIL Modules
ITIL is split into 3 main areas:

Service Support
Service Delivery
Service Security
A new area for ITIL is Application
Management (with rapidly increasing
popularity) that straightens up the rumour
that ITIL is only for IT operations.

Application Management joins IT
operations and application development.
Service Support contains:

Service Desk (a function, not a
process)
Incident Management
Problem Management
Change Management
Configuration Management
Release Management
Service Delivery contains:

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

Service Security: A cross-section process with various
interfaces to all other processes.
ITIL IN A
NUTSHELL
History
Definition ITSM
What is ITIL
ITIL Modules
Service Support
Service Delivery
OVERVIEW
ITIL PROCESSES
Summary
More Info
IMPLEMENTATION
Service Security
ITSM Implementation
ITIL Scope
Security Management
The Big Picture
9
ITIL vs. Stakeholders Expectations
Management
Customer
Supplier
User
IT Organization
ITIL IN A
NUTSHELL
History
Definition ITSM
What is ITIL
ITIL Modules
Service Support
Service Delivery
OVERVIEW
ITIL PROCESSES
Summary
More Info
IMPLEMENTATION
Service Security
ITSM Implementation
ITIL Scope
Security Management
The Big Picture
10
The Core Module Service Support (SS)
Service Support supplies day to day IT services.
ITIL IN A
NUTSHELL
History
Definition ITSM
What is ITIL
ITIL Modules
Service Support
Service Delivery
OVERVIEW
ITIL PROCESSES
Summary
More Info
IMPLEMENTATION
Service Security
ITSM Implementation
ITIL Scope
Security Management
The Big Picture
11
Service Desk
MISSION SCOPE
PROCESS
Service Desk acts as interface function
between IT organization and end user. It
represents the IT organization to the
public.
Service Desk warrants the accessibility
of IT organization for end users. It
operates as a SPOC (single point of
contact)
Benefits

Better user/customer satisfaction through
centralized availability (SPOC) and fast
help
Efficient resource assignment
Analyses of requests and incidents for
service quality increase
Information to problem management
Information to users increases IT
acceptance
Information to management proving
the value of IT to business processes

ITIL IN A
NUTSHELL
History
Definition ITSM
What is ITIL
ITIL Modules
Service Support
Service Delivery
OVERVIEW
ITIL PROCESSES
Summary
More Info
IMPLEMENTATION
Service Security
ITSM Implementation
ITIL Scope
Security Management
The Big Picture
12
Incident Management In The ITIL Context
ITIL IN A
NUTSHELL
History
Definition ITSM
What is ITIL
ITIL Modules
Service Support
Service Delivery
OVERVIEW
ITIL PROCESSES
Summary
More Info
IMPLEMENTATION
Service Security
ITSM Implementation
ITIL Scope
Security Management
The Big Picture
13
Incident Management
MISSION
SCOPE
PROCESS
Incident Management registers,
categorizes, prioritizes and tracks all
incidents, requests and orders of
customers and users, with the objective
to solve them as fast as possible.
Service recovery as fast as possible
with minimal impact on users
Managing incidents during their entire
life cycle
Supporting business activities
Benefits

Shorter reaction and recovery time
Better customer orientation
Early recognition of problem areas
Less incidents with business applications
Higher availability of IT services
Better management information about
service quality
Knowledge about maturity of business app.

ITIL IN A
NUTSHELL
History
Definition ITSM
What is ITIL
ITIL Modules
Service Support
Service Delivery
OVERVIEW
ITIL PROCESSES
Summary
More Info
IMPLEMENTATION
Service Security
ITSM Implementation
ITIL Scope
Security Management
The Big Picture
14
Problem Management In The ITIL Context
ITIL IN A
NUTSHELL
History
Definition ITSM
What is ITIL
ITIL Modules
Service Support
Service Delivery
OVERVIEW
ITIL PROCESSES
Summary
More Info
IMPLEMENTATION
Service Security
ITSM Implementation
ITIL Scope
Security Management
The Big Picture
15
Problem Management
MISSION
SCOPE
PROCESS
Problem Management analyses all
incidents with a special view on their
main causes. Based on this information
the recommendation of changes is
supported by problem management.
Stabilisation of services by
Recognition of incident causes
Initiation of changes
Trend analyses
2nd and 3rd level support for
incidents.
unknown
error
Request
for
Change
Problem
control
Identification and Recording
Classification
Resource Allocation
Diagnosis & Analyses
Definition Known Error
Error
control
Identification of Known Errors
Solution for KE
Recording of Solution
Closing KE
Benefits

Higher availability and less interruption of
IT services by incident prevention
Proactive analyses to prevent cross-
system incidents
Minimizing the effects of system failures
Number and severity of known errors as
criteria for investment decisions
Better training for, and communication with
users and customers

ITIL IN A
NUTSHELL
History
Definition ITSM
What is ITIL
ITIL Modules
Service Support
Service Delivery
OVERVIEW
ITIL PROCESSES
Summary
More Info
IMPLEMENTATION
Service Security
ITSM Implementation
ITIL Scope
Security Management
The Big Picture
16
Change Management In The ITIL Context
ITIL IN A
NUTSHELL
History
Definition ITSM
What is ITIL
ITIL Modules
Service Support
Service Delivery
OVERVIEW
ITIL PROCESSES
Summary
More Info
IMPLEMENTATION
Service Security
ITSM Implementation
ITIL Scope
Security Management
The Big Picture
17
Change Management
MISSION SCOPE
PROCESS
Change Management is a critical
successor for companies. It manages
and controls the permanent change of
business requests to the IT.
Efficient and economical implementation
of authorized changes with maximum
risk prevention for existing or new IT
services.
Benefits

Less impairment of IT and business
through changes
Reliable cost forecast
Fewer faulty changes
Less incidents with business applications
Better communication with customers
Valuable management information
Higher productivity of users and IT

ITIL IN A
NUTSHELL
History
Definition ITSM
What is ITIL
ITIL Modules
Service Support
Service Delivery
OVERVIEW
ITIL PROCESSES
Summary
More Info
IMPLEMENTATION
Service Security
ITSM Implementation
ITIL Scope
Security Management
The Big Picture
18
Release Management In The ITIL Context
ITIL IN A
NUTSHELL
History
Definition ITSM
What is ITIL
ITIL Modules
Service Support
Service Delivery
OVERVIEW
ITIL PROCESSES
Summary
More Info
IMPLEMENTATION
Service Security
ITSM Implementation
ITIL Scope
Security Management
The Big Picture
19
Release Management
MISSION
SCOPE
PROCESS
Release Management is the change
implementer and furthermore
responsible for backing up authorized
software and its deployment in
productive and remote IT systems.
Definition of release policies
Controlling of SW development
Managing of service releases
Soft and HW Audits via CMDB
Deployment of SW, HW and CIs
Control of definite sw library / definite
HW store
Benefits

Centralized deployment of consistent SW
Finding and elimination of incorrect SW
versions
Guaranteed SW quality
Error prevention with coordinated releases
SW stored in a secure place
SW for regions can be centrally assembled
and controlled
Little risk of illegal SW
Little risk of viruses and SW hacks
Baseline and secure SW versions for
recovery

ITIL IN A
NUTSHELL
History
Definition ITSM
What is ITIL
ITIL Modules
Service Support
Service Delivery
OVERVIEW
ITIL PROCESSES
Summary
More Info
IMPLEMENTATION
Service Security
ITSM Implementation
ITIL Scope
Security Management
The Big Picture
20
Configuration Management In The ITIL Context
ITIL IN A
NUTSHELL
History
Definition ITSM
What is ITIL
ITIL Modules
Service Support
Service Delivery
OVERVIEW
ITIL PROCESSES
Summary
More Info
IMPLEMENTATION
Service Security
ITSM Implementation
ITIL Scope
Security Management
The Big Picture
21
Configuration Management
MISSION
SCOPE
PROCESS
Configuration Management depicts a
logical reproduction of the IT
infrastructure and administrates its
physical and virtual assets
Supplies information about the IT infra
structure for
All other ITSM processes
The IT Management
Benefits

Legal compliances easy to be fulfilled
Detailed information for all other ITSM
processes available.
Support of impact and risk analyses for
changes and trend analyses of problems
Lower error risk in case of changes
Support for budgeting
Basis for Service Level Management

ITIL IN A
NUTSHELL
History
Definition ITSM
What is ITIL
ITIL Modules
Service Support
Service Delivery
OVERVIEW
ITIL PROCESSES
Summary
More Info
IMPLEMENTATION
Service Security
ITSM Implementation
ITIL Scope
Security Management
The Big Picture
22
Configuration Management Context (1)
Configuration Management supports and uses various other
processes from service support

Config
Incident
Problem
Change
Release
Information about CI
Information about exist. work around
Information about effected services
Information about problems and CI
Information for problem analyses
Information about planned
releases
Information about changes in the
IT infra structure
ITIL IN A
NUTSHELL
History
Definition ITSM
What is ITIL
ITIL Modules
Service Support
Service Delivery
OVERVIEW
ITIL PROCESSES
Summary
More Info
IMPLEMENTATION
Service Security
ITSM Implementation
ITIL Scope
Security Management
The Big Picture
23
Config
SL
Availability
Finance
Capacity Continuity
uses information about relations of
CI and infrastructure with services
uses information about CIs for the
assignment of cost and accounting
uses information about CIs for
planning purposes
uses information about CIs for the
capacity plan
uses information about CIs for
recovery planning purposes
Configuration Management Context (2)
Configuration Management supports and uses various other
processes from service delivery
ITIL IN A
NUTSHELL
History
Definition ITSM
What is ITIL
ITIL Modules
Service Support
Service Delivery
OVERVIEW
ITIL PROCESSES
Summary
More Info
IMPLEMENTATION
Service Security
ITSM Implementation
ITIL Scope
Security Management
The Big Picture
24
Service Delivery
Service Delivery includes long term planning and
improvement of IT services.
ITIL IN A
NUTSHELL
History
Definition ITSM
What is ITIL
ITIL Modules
Service Support
Service Delivery
OVERVIEW
ITIL PROCESSES
Summary
More Info
IMPLEMENTATION
Service Security
ITSM Implementation
ITIL Scope
Security Management
The Big Picture
25
Capacity Management In The ITIL Context
ITIL IN A
NUTSHELL
History
Definition ITSM
What is ITIL
ITIL Modules
Service Support
Service Delivery
OVERVIEW
ITIL PROCESSES
Summary
More Info
IMPLEMENTATION
Service Security
ITSM Implementation
ITIL Scope
Security Management
The Big Picture
26
Capacity Management
MISSION
SCOPE
Capacity Management guarantees that
the most proper and most cost-efficient
IT capacity is allocated in time to meet
business requests.
It identifies the business requirements to
IT resources, forecasts the workload and
plans IT resources
Forecast of necessary cost-efficient IT
capacities to fulfil agreed service levels.
CM provides information about
Components to be set up or equipped
When to set up
Expenses of the set up
PROCESS
Benefits

Known resources- and capacity-needs of
customers
Low feasibility of capacity bottlenecks
Optimal use of available resources
Exact and reliable forecasts of future
demand
Increasing profitability of IT services
Enhancement of customer relationship
Lower risk of performance problems or
failure
"Planned buying is cheaper than panic
buying."

ITIL IN A
NUTSHELL
History
Definition ITSM
What is ITIL
ITIL Modules
Service Support
Service Delivery
OVERVIEW
ITIL PROCESSES
Summary
More Info
IMPLEMENTATION
Service Security
ITSM Implementation
ITIL Scope
Security Management
The Big Picture
27
Availability Management In The ITIL Context
ITIL IN A
NUTSHELL
History
Definition ITSM
What is ITIL
ITIL Modules
Service Support
Service Delivery
OVERVIEW
ITIL PROCESSES
Summary
More Info
IMPLEMENTATION
Service Security
ITSM Implementation
ITIL Scope
Security Management
The Big Picture
28
Availability Management
MISSION
SCOPE
Availability Management strategically
forecasts the availability level aligned to
business demands.
AM assures that services (corresponding
to agreed service levels) are available.
Guarantees that costs for availability and
the level of availability are adequate
Availability policies are permanently
monitored and increased
Occurrence and duration of "non-
availabilities" decline
"Proactivity" means better service quality
Forecast, planning and management for
the availability of IT services
PROCESS
Benefits

Support for service level management
Exact measurement criteria cause precise
SLA
None achieved SLA can be identified
Better quality and easier management of IT
infra structure
Occurrence and duration of "non-
availabilities" decline
Change in IT mentality from "reactive" to "pro
active" services
Easier cost justification for IT services
AM makes service improvement visible

ITIL IN A
NUTSHELL
History
Definition ITSM
What is ITIL
ITIL Modules
Service Support
Service Delivery
OVERVIEW
ITIL PROCESSES
Summary
More Info
IMPLEMENTATION
Service Security
ITSM Implementation
ITIL Scope
Security Management
The Big Picture
29
Financial Management In The ITIL Context
ITIL IN A
NUTSHELL
History
Definition ITSM
What is ITIL
ITIL Modules
Service Support
Service Delivery
OVERVIEW
ITIL PROCESSES
Summary
More Info
IMPLEMENTATION
Service Security
ITSM Implementation
ITIL Scope
Security Management
The Big Picture
30
Financial Management for IT Services
MISSION
Financial Management identifies and
analyses the cost for IT services and
creates realistic methods for charging
them. Its greatest benefit is the cost
transparency for customers.
SCOPE
For internal IT service providers:
The cost control of IT component
services and affiliated IT services
For external targeted IT service
providers: Cost-input for precise
invoices and the support of strategic
investment decisions
PROCESS
Business IT
Requirements
IT Operational
Plan
Accounting

invoice
charging
internal
external
Financial
Objectives
Accounting
Models
Charging
Policies
feedback about charging forecasts
for the company
Benefits

IT accounting supports the IT management
Statements about efficiency of specific IT
services are possible.
Informed decisions about IT services and
investments
Outline about the costs of service failures for
budgeting in strategically planning
Transparency of costs for customers

ITIL IN A
NUTSHELL
History
Definition ITSM
What is ITIL
ITIL Modules
Service Support
Service Delivery
OVERVIEW
ITIL PROCESSES
Summary
More Info
IMPLEMENTATION
Service Security
ITSM Implementation
ITIL Scope
Security Management
The Big Picture
31
Continuity Management In The ITIL Context
ITIL IN A
NUTSHELL
History
Definition ITSM
What is ITIL
ITIL Modules
Service Support
Service Delivery
OVERVIEW
ITIL PROCESSES
Summary
More Info
IMPLEMENTATION
Service Security
ITSM Implementation
ITIL Scope
Security Management
The Big Picture
32
IT Service Continuity Management
initialize
start continuity
mngmt.
analysing business
impact
risk analyses
business continuity
strategy

planning
stand by procedures
recovery plans
arrangements for
risk prevention
developing procedures
initial tests
create awareness
training
checking
testing
change control
controlling
committing
requirements
and strategies
implemen-
tation
managing
operational ITSM
MISSION
Continuity Management (ITSCM)
guarantees that an organization is able to
recover essential services in case of
disaster. ITSCM reduces the cost and the
time for recovery.
SCOPE
ITSCM recovers projected services
in projected time, e.g.:
IT systems, network, applications etc.
PROCESS
Benefits

Organizations increasingly dependent on IT
have increasing needs for recovery planning
to

lower insurance rates
improve legal compliance
positively prove emergency
measures
reach competitive advantages

ITIL IN A
NUTSHELL
History
Definition ITSM
What is ITIL
ITIL Modules
Service Support
Service Delivery
OVERVIEW
ITIL PROCESSES
Summary
More Info
IMPLEMENTATION
Service Security
ITSM Implementation
ITIL Scope
Security Management
The Big Picture
33
Service Level Management In The ITIL Context
ITIL IN A
NUTSHELL
History
Definition ITSM
What is ITIL
ITIL Modules
Service Support
Service Delivery
OVERVIEW
ITIL PROCESSES
Summary
More Info
IMPLEMENTATION
Service Security
ITSM Implementation
ITIL Scope
Security Management
The Big Picture
34
MISSION
Service Level Management balances
customer requests with the ability of
the IT organization to deliver services. It
continuously tunes and controls service
level agreements and so guarantees and
optimizes service quality.
SCOPE
Continuous improving of customer
relationship
Better specification of, and knowledge
about, service requirements
Higher flexibility and better response of
service providers
Well-balanced ratio between customer
request and cost of service
Measurable service levels
Quality increase
Cost transparency
PROCESS
Benefits

Service Level Management delivers
measurable service level agreements.
Careful balancing of customer service
requests between cost and complexity.
Exact specification of IT resources.
Reduction of unpredictable demand.
Decrease of acquisition cost by early
negotiations with suppliers.
Establishing of a basis of comparison for
service improvement and customer
satisfaction.

ITIL IN A
NUTSHELL
History
Definition ITSM
What is ITIL
ITIL Modules
Service Support
Service Delivery
OVERVIEW
ITIL PROCESSES
Summary
More Info
IMPLEMENTATION
Service Security
ITSM Implementation
ITIL Scope
Security Management
The Big Picture
35
Service Security
Security Management is a cycle of activities to produce a
defined and adequate level of security.
Customer
reports SLA SLR
Service Planning
Appraisal Implement
Control
reports Requirements
ITIL IN A
NUTSHELL
History
Definition ITSM
What is ITIL
ITIL Modules
Service Support
Service Delivery
OVERVIEW
ITIL PROCESSES
Summary
More Info
IMPLEMENTATION
Service Security
ITSM Implementation
ITIL Scope
Security Management
The Big Picture
36
Security Management in ITIL
MISSION
Security Management continuously
plans, implements and evaluates
security measures to assure a defined
level of security for IT services.
SCOPE
Prevention of security incidents by
clearly defined security management
Adequate and tactical reaction to security
violations
Consolidation of security and business
Creation of a security plan
PROCESS
Control
definition of processes, functions and
responsibility
Planing
definition of security policies
Implement
creating awareness, implement
measures
Appraisal checks of security with audits
Service checks of security with audits
Benefits

Stabilization of service capacity through
projected and controlled minimization of
security incidents.
Prevention of security incidents through clear
security management.
Increase of service quality by establishing
management and security policies to control
safety requirements and the delivery of
security relevant services.
Structural integration of security into IT.
Lower vitiation of IT through coordinated
handling of security relevant changes.
Adequate and cost effective coverage of IT
services.

ITIL IN A
NUTSHELL
History
Definition ITSM
What is ITIL
ITIL Modules
Service Support
Service Delivery
OVERVIEW
ITIL PROCESSES
Summary
More Info
IMPLEMENTATION
Service Security
ITSM Implementation
ITIL Scope
Security Management
The Big Picture
37
Executive Summary
ITIL is one of various approaches to organize and run an IT
organization.
ITIL interacts with other methods and completes them.
ITSM
ITIL
ISO
PM
PMOBok
Prince2
QM
CMM
TQM
ITIL also acts as a tool within other methods.
ITSM
ITIL
ISO
PM
PMOBok
Prince2
QM
CMM
TQM
ITIL IN A
NUTSHELL
History
Definition ITSM
What is ITIL
ITIL Modules
Service Support
Service Delivery
OVERVIEW
ITIL PROCESSES
Summary
More Info
IMPLEMENTATION
Service Security
ITSM Implementation
ITIL Scope
Security Management
The Big Picture
38
More Information
More information available under:

Offizielle ITIL Seite des OGC (Office of Government
Commerce) engl.
The ITIL definition site engl.
British Standards Institution
Die Seite der ITIL-User-Group in Deutschland - der Verein
itSMF Deutschland e.V.
http://de.wikipedia.org/wiki/ITIL
http://www.serview.de/

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