ITIL

ITIL

ITIL is a public framework that describes Best Practice in IT service management

Systematic approach to high quality IT service delivery

Documented best practice for IT Service Management

Published in 1980 By Office of Government Commerce now called OGC Initial version
consisted of 31 associated books covering all aspects of IT service provision.

In 2001, version 2 of ITIL was released. The Service Support and Service Delivery books were redeveloped into
more concise usable volumes. Over the following few years it became, by far, the most widely used IT service
management best practice approach in the world.

In 2007 version 3 if ITIL was published. This adopted more of a lifecycle approach to service management,
with greater emphasis on IT business integration.

Last version V3 2011

ITIL is not project management, ITIL is not a tool and ITIL is not an all-or-nothing proposition

ITIL Core Concepts

Service
Delivers value to customer by facilitating outcomes customers want to
achieve without ownership of the specific costs and risks
e.g. a backup service means that you dont have to care about
how much tapes, disks or robots cost and you dont have to worry if
one of the staff is off sick or leaves

Service Management
Set of specialized capabilities for delivering value to customers in the
form of services.

Processes
Structured set of activities
Designed to achieve a specific objective
Transform inputs into outputs
Deliver results to specific customer or stakeholder
Measurable
Triggered by specific events
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ITIL Core Concepts

Process
Control

Process
owner

Process
policy

Activities

Process
It self

Process
Enabler
s

Input
Procedures

Resources

Process
objectives

Process
documentati
on

Work
instructions

Improvemen
ts

Metrics

Roles

Process
Feedbac
k

Output

Capabilities

ITIL Core Concepts

Functions
Self contained subsets of an organization
Intended to accomplish specific tasks

Service manager:
Accountable for the development,
performance, and improvement of all
services in the environment

Takes the form of a team or group of people and the tools being used
Product manager:
Add structure and stability to organizations

Roles
Collections of specific responsibilities and privileges
Held by individuals or teams
Standard roles include:
* Service manager
* Product manager
* Service owner
* Process owner

Accountable for development,

performance, and improvement of a
group of related services

Service
Manager

Product
Manager

Service owner:
Accountable for the overall design,
performance, integration,
improvement, and management of a
single service

Service
Owner

Process owner:
Accountable for the overall design,
performance, integration,
improvement, and management of a
single process

Process
Owner

ITIL Core Concepts

Service Level
Measured and reported achievement against one or more
service level targets.
Key Performance Indicators (KPIs)
Quantifiable measurements that reflect the critical success
factors of an organization (KPIs usually are long-term
considerations)
Service Level Agreement (SLA)
Written and negotiated agreement between Service Provider and
Customer documenting agreed service levels and costs

SERVICE DESIGN
Design Coordination
Service Catalog Management
Service Level Management
Supplier Management
Capacity Management
Availability Management
IT Service Continuity
Management
Information Security
Management

SERVICE STRATEGY
Service Strategy
Service Portfolio
Management
Financial Management
Demand Management

SERVICE OPERATION
Event Management
Incident Management
Request Fulfillment
Problem Management
Access Management
CONTINUAL SERVICE
IMPROVEMENT
Seven Step Improvement

SERVICE TRANSITION
Transition Planning and
Support
Change Management
Service Asset & Configuration
Management
Release & Deployment
Management
Service Validation
Evaluation
Knowledge Management
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SERVICE STRATEGY
DEFINITION: How to design, develop, and implement service management as a strategic asset
Financial Management
Secure appropriate funding to design, develop, and deliver services that meet the
strategy of the organization, while balancing cost & value
Demand Management
To understand, anticipate & influence customer demand for services & to work with
capacity management to ensure the service provider has capacity to meet this
demand
Business Relationship Management
Establish & maintain relationship between Service Provider & Customer
Identify Customer needs & ensure Service Provider can meet those needs over time
Strategy Generation
Define the market, develop the offerings, develop the strategic assets and prepare
for execution
Service Portfolio Management
Ensure clear definition of services linked to Business outcomes
Ensure Service Provider offers right mix of services
Track investment in services throughout service lifecycle to ensure desired returns
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SERVICE DESIGN

OBJECTIVE: Design and development of new or changed services and service management processes.
Design Coordination - To provide a single point of coordination and control for the processes and activities within service
design to produce quality SDP (Service design package) s as agreed
Service Catalog Management - To provide a single source of consistent information on all of the agreed services, and ensure
that it is widely available to those who are approved to access it
Service Level Management - To ensure all current and planned IT services are delivered to agreed targets and to establish a
constant cycle of negotiating, agreeing, monitoring, reporting, and reviewing service level performance
Agreements
Service Level Agreements (SLAs) - Between IT Service Provider & Business/Customer
Operational Level Agreements (OLAs)
Capacity Management - To ensure that the level of capacity delivered matches the agreed capacity needs of the business
Availability Management - To ensure that the level of availability delivered matches the agreed availability needs of the
business
IT Service Continuity Management - To ensure that the service provider can deliver minimum agreed business continuityrelated service levels
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IT Security Management - To align IT security with business security and ensure confidentiality, integrity, and availability
of
assets, information, data, and IT services

SERVICE TRANISTION
OBJECTIVE: Guidance for the development and improvement of capabilities necessary to transition new and/or changed services into
operations
Transition Planning and Support
To provide overall planning for service transitions
To coordinate resources that service transitions require
Change Management
To ensure that authorized changes are prioritized, planned, tested, implemented, documented & reviewed in a controlled
manner
To minimize the disruption to the environment & therefore to services through Service Asset & Configuration Management
(SACM)
To ensure accurate & reliable information about service assets exists & is available when needed (CMDB & CMS)
Release & Deployment Management
To plan, schedule & control the build, test & deployment of releases
Service Validation & Testing
To provide objective evidence that the new or changed service will support the customers business & stakeholder
requirements
Change Evaluation
to provide a consistent and standardized means of determining the performance
of a service change
Knowledge Management
To ensure that the right information is delivered to the appropriate place or competent
person at the right time to enable informed decisions

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SERVICE OPERATION
OBJECTVE: Guidance on achieving effectiveness and efficiency in the delivery and support of services. Value is achieved
for the customer.
Event Management
Activities to detect events, make sense of them, & determine appropriate response
Incident Management
To restore normal service as quickly as possible & minimize adverse impact on business
Request Fulfillment
To manage the lifecycle of requests from users Problem Management
To manage the lifecycle of all problems from identification to removal & minimize the
adverse impact of incidents and problems
Access Management
To provide the right for users to use a service
To execute policies & actions defined in Information Security Management
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CONTINUAL SERVICE IMPROVEMENT

OBJECTIVE: Sustains the creation and maintenance of customer value through better design, introduction, and
operation of services
Seven-Step Improvement Process
To define & manage the steps needed to identify, define, gather, process, analyze, present &
implement improvements
CSI Approach
To provide questions to be answered from both a business & IT perspective for Improvement
initiatives

Technology metrics measure components and applications:

Server or system availability

Application performance

Process metrics measure the overall health of a process:

Quality

Performance

Value

Compliance

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SERVICE DESK FUNCTION

SPOC for all users - day-to-day
Communication point for users
Coordination point for several IT functions &
processes
Vitally important functionvalue should not
be underestimated:
Good service desk can compensate for
deficiencies elsewhere.
Poor service desk can give bad impression of an
otherwise effective IT organization.
Staff needs to have the right mix of skills.

Return service operation to normal state for users

as quickly as possible: Incidents

Specific responsibilities:
Logging incidents & service requests
Providing first-line response & diagnosis
Resolving incidents / requests at first
contact when possible
Escalating incidents / requests they cannot
resolve within agreed timeframes
Keeping users informed of incident /
request progress
Closing all resolved incidents / requests
Conducting customer / user satisfaction
surveys
Communicating with users
Handling general inquiries

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RACI

A RACI model can be used to help define roles and responsibilities

It identifies the activities that must be performed along side the various
individuals and roles involved

RACI is an acronym for the four main roles of:

Responsible The person or people responsible for getting the job done
(means correct execution of process & activities)
Accountable Only one person can be accountable for each task
( Ownership of quality, and end result of process )
Consulted The people who are consulted and whose opinions are sought
( involvement through input of knowledge & information
Informed The people who are kept up-to-date on progress (Receiving
information about process execution and quality)

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RACI Example
Process
owner

Service
Manager

Security Manager

TIM
Head

Chief Architect

Process Owner

Create a framework for

defining IT services

Build an IT service catalogue

Define SLA for critical IT services

A/R

Monitor and report SL performance

A/R

Review SLAs, OLAs and UCs

A/R

Review and Update IT service

catalogue

Create service improvement Plan

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Service Lifecycle

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