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Information ITIL

Technology

Infrastructure
Library
ITIL

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ITIL Scope
➣ Developed by the British Government - 1989
➣ Public Domain
➣ Best Practices
➣ Covers IT Services
◆ Organization and Processes
◆ IT Infrastructure
➭ Hardware, Software, Networks,
➭ Application Software

➣ 1996 – Launched in North America

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ITIL Aims

➣ Facilitate Quality Management of IT Services


➣ Improve Efficiency
➣ Increase Effectiveness
➣ Reduce Risk
➣ Codes of Practice Supporting Total Quality
➣ ISO9001 Compliant

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ITIL – How It Works
➣ Provides guidance books on strategic,
tactical and operational management of
IT infrastructure
➣ Provides a systematic, process-based
approach, supported by procedures
➣ Suggests implementation strategies
➣ Acts as a training aid
➣ Complies with requirements for ISO9001
quality standards

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IT Infrastructure

➣ Hardware

➣ Software

➣ Communications

➣ Procedures

➣ Documentation

➣ People

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ITIL is …

The application of the science of management


to information technology infrastructures,
written down in a (semi-) structured manner
in a series of books.

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ITIL Principles

ITIL is all about which processes need to be


realized within the organization for
management and operation of the IT infrastructures
to promote optimal service provision to the
customer at justifiable costs.

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ITIL in Context

Service Management Systems Integration

Operations Projects

Methodology - ITIL Methodology - PMBOK

Certification - ISO Certification - ISO

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ITIL & ISO

ISO ITIL

➣ Processes
➣ Processes in Place ➣ Documentation
➣ Documented ➣ Training
➣ Trained ➣ Integrated
➣ Followed ➣ Best Practice
➣ Corporate Certification ➣ Individual Certification

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The Service Model

SERVICE VISION

PROCESSES

PROCEDURES

TASKS
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Definitions
➣ QUALITY is the totality of features & characteristics of a
product or service that bears on its ability to meet a
stated or implied need (ISO 8402)

➣ A PROCESS is a series of cohesive activities geared to


achieving a certain objective.

➣ IT SERVICE is a logical package of services that an IT


organization offers, supplies and supports inorder to
satisfy the client’s needs.

➣ IT SERVICE MANAGEMENT is the sum total of


management and commercial operation of the IT
infrastructure, i.e., the delivery and support of IT
services.

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ITIL Modules

SERVICE DELIVERY SERVICE SUPPORT


Tactical Management Operational Management

➣ Service Level Management ➣ Configuration Management

➣ Capacity Management ➣ Help Desk

➣ Availability Management ➣ Problem Management

➣ Contingency Planning ➣ Change Management

➣ Cost Management ➣ S/W Control & Distribution

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Service Level Management
Service level management is a process aimed at achieving
the optimum level of IT Services through a good working relationship
between the provider and the consumer.

➣ Activities Comprising Service Level Management


◆ Identify client’s requirements
◆ Verify their feasibility
◆ Propose, negotiate, agree on & set down service levels
◆ Determine, draft and finalize standards
◆ Check service standards and report on service

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Service Level Management

Ensures continual identification, monitoring and


reviewing of the optimally agreed levels of IT
service as required by the business.
This is done in close co-operation between the IT
services providers and the customers (or their
representatives.

A Service Level Agreement specifies the services,


the service levels, specific conditions and the parties
involved.

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Service Level Agreement
➣ The SLA
◆ Definition of the pertinent operational services
◆ Service levels agreed upon
◆ Conditions under which the services are provided
◆ Costs of providing the services
◆ Identification of the parties involved
➣ Service Levels
◆ Costs
◆ Continuity
◆ Availability
◆ Performance
◆ Flexibility
◆ Stability

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Capacity Management
Capacity management is the process that ensures optimum
utilization of IT resources, in order to achieve the
level of performance agreed upon with the client.

➣ Capacity Management Activities


◆ Capacity planning
◆ Modeling
◆ Performance management
◆ Resource management
◆ Demand management
◆ Workload management
◆ Application sizing

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Capacity Management

Supports the optimum and cost effective provision


of IT services by helping organizations to match
their IT resources to the business demands.

Capacity Management Database (CDB): a


collection of technical, business and organizational
data, in order to provide capacity forecasts
and plans.

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Availability Management
Availability management is the process that ensures the optimum
utilization of resources, methods and techniques to achieve the
level of IT services agreed upon with the client.

➣ Availability Management Activities


◆ Compiling an availability plan
◆ Meeting availability requirements
◆ Monitoring availability
◆ Monitoring maintenance obligations
◆ Control / Security
◆ Vulnerability / Risk
◆ Reporting on the level of availability

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Availability Management

To systematically identify availability and


reliability requirements against actual
performance and, when necessary, introduce
improvements to allow the organization to
achieve and sustain optimum quality IT
services at a justifiable cost.
Availability Reliability
Maintainability Serviceability
Resilience

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Contingency Planning
Contingency planning ensures that there are adequate technical,
financial and organizational safeguards to protect the continuity of the
IT services agreed upon in the SLA in the event of disasters.

➣ Activities Comprising Contingency Planning


◆ Risk assessment
◆ Risk management
◆ Contingency plan management
◆ Contingency plan testing
◆ Reporting and communication

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Contingency Planning
To develop and maintain plans for coping with and
recovering from an IT crisis (i.e loss of service for a
protracted period) and, where possible, to prevent IT
crises from occurring.

To “cope” means that work is moved to an alternate


system in a non-routine way.
Contingency: Unplanned situation in which it is
expected that the period during which one or more
IT services will be unavailable will exceed threshold
values agreed to with the customer.

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Cost Management
Cost management is the process which yields relevant financial
data to achieve a sound balance between price and
performance at every level of operation.

➣ Activities Comprising Contingency Planning


◆ Risk assessment
◆ Risk management
◆ Contingency plan management
◆ Contingency plan testing
◆ Reporting and communication

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Cost Management
To monitor and provide insight into the costs of
providing and supporting IT services; and if
necessary (depending on the executive policy)
recover the costs from customers in a fair and
equitable manner.

Cost Centre Accounting: costs are allocated to


departments.

Activity Based Costing: costs are allocated to


Activities.

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Configuration Management
Cost management is the process which yields relevant financial
data to achieve a sound balance between price and
performance at every level of operation.

➣ Activities
◆ Identification
◆ Control
◆ Status Accounting
◆ Verification
◆ Management Information

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Configuration Management

Managing the IT infrastructure by recording all


Items.

Configuration Items (CIs):


Components of the IT infrastructure that are (or are
to be) under control of Configuration Management:
hardware, software, procedures, documentation and
people. CIs may vary widely in complexity, size
and type – from an entire system to a single module
or a minor hardware component.

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Helpdesk
Cost management is the process which yields relevant financial
data to achieve a sound balance between price and
performance at every level of operation.

➣ Activities
◆ Communications & Promotion
◆ Accessibility to Users
◆ Managing Incident Control
◆ Provide Continuity: Restore Service ASAP
◆ Management Information

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Helpdesk

An incident is any event that deviates from the


(expected) standard operation of a system. Such an
event influences the system, even though the
influence may be small or even transparent to the
users of the system.

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