ITIL:

Why Your IT Organization Should

Care
Service Support

Wendy Shih
Wshih@kent.edu

Kent State University

History
ITILITInfrastructureLibrary
DevelopedbyBritishgovernmentin1980s
Focusoncontinuouslyimprovement
Consistsof8books,currentlyinversion2
ServiceSupport(bluebook)corebook
ServiceDelivery(redbook)corebook
SecurityManagement
BusinessPerspectives

ApplicationManagement
PlanningandImplementation
SoftwareAssetManagement

Version3releasedMay30,2007has5books

WhyadoptingITIL?
ItalignswithITbusinessgoalsandserviceobjectives
Itisprocessdriven,scaleableandflexible
ReduceITcostyetprovidingoptimalservices
Increaserelationshipandcommunicationamongdifferent
departments,employees,customersandusers
SuccessfullyadaptedbyHP,IBM,PG,ShellOil,Boeing,
Microsoft,ProctorandGamble,StateofCA

HowIsItDifferent?
ProvidecommonlanguageforIT
Notamethodologybutguidelineswithbestpractices
Connectprocesses
Provideaframework
Itispublicdomainnotproprietary
Corebooksconsistonefunctionandtenprocesses:

ServiceSupport
TheServiceDeskafunction
IncidentManagement

ServiceSupport

ProblemManagement

ServiceSupport

ChangeManagement

ServiceSupport

ReleaseManagement

ServiceSupport

ConfigurationManagement

ServiceSupport

ServiceLevelManagement

ServiceDelivery

FinancialManagement

ServiceDelivery

ITContinuityManagement

ServiceDelivery

AvailabilityManagement

ServiceDelivery

CapacityManagement

ServiceDelivery

IncidentManagement
Adisruptioninnormalorstandardbusinessoperation
thataffectsthequalityofservice
Goal:restorenormalserviceasquicklyaspossibleand
minimizetheadverseeffectonbusinessoperation

IncidentActivities
Detection&Report
Classification&support
ServiceRequest

Escalate

Investigation&diagnosis

Resolution&recovery
IncidentClosure

Monitoring,
trackingand
communication

ServiceDeskFunction
SPOCSinglePointofContact
Recordandresolveincidents
Provideworkaround,escalateifnotresolved
Produceincidentreports
Keepusersandcustomersinformedofprogress
Responsibleforincidentlifecycle

Service
Support
Incident
Management
Change
Management

Service
Desk

End Users

Problem
Management

Release
Management
Configuration Management

ProblemManagement
Aproblemisanunknownunderlyingcauseofanerror
orfailureintheITinfrastructure
Knownerrorincidentsorproblemsthattheunderlyingcauseis

known(rootcause)andatemporaryworkaroundoralternativefixhas
beenidentified

Goal:
Minimizetheimpactofincidentscausedbyerrors
Reducerecurrenceofincidentsduetotheseerrors
Errorin

Incidents

Problems

KnownError

RFC
Solutions

ProblemManagement
Activities

ProblemControl
Identify,classifyandsolveproblems
Rootcauseidentification
ProvideworkaroundtotheServiceDesk

ErrorControl
ReviewandassessKnownErroridentifiedfromRootCause
EliminateknownerrorsusingtheChangemanagement
Preventincidentstrendanalysisandplacepreventivemeasures

ServiceDesk&ProblemManagement
IncidentsvsProblems
Proposeincidents
IncidentMatching
Identifyrecurrencesofsolvedproblems
Reportandidentifynewworkaround
Identifytrend

ChangeManagement
Goal:Allchangesarecontrolledandmanagedwith

standardizedproceduresandminimuminterruption

Achangeiswhenastateofsupportedhardware,network,

software,application,environment,system,orassociated
documentationisdifferentbecauseof:
Addition
Change
Move

ChangeManagementActivities
Log/Filterrequestsforchange(RFC)
PrioritizeandcategorizeRFCs
Assessingresourcerequirementsandimpact
AuthorizeandapproveRFCsbyChangeAdvisoryBoard
Scheduleandbuildthechange
Createbackoutplanandtestthechange
Implementandreviewimplementedchanges
Reviewthechangemanagementprocess

ServiceDesk&ChangeManagement
ReceiveandforwardRequestforChange(RFC)
Providefeedbacktousersaboutthechanges
Readytosupportandunderstandtheimpact
Identifyandreportfailedchanges
ReportandfeedbacktoChangemanagement

ConfigurationManagement
Accountsforrelationshipbetweenassets
OwnerofConfigurationManagementDBCMDB
AccountandtrackforallITassets&configuration
items(CI)intheCMDB
Verifyconfigurationrecordsagainsttheinfrastructure
foraccuracy
AsoundbasisforIncident,Problem,Changeand
ReleaseManagement

ConfigurationManagement
Activities
Plan
IdentifyCI
ControlCIandchangeauthorization
StatusAccountingkeepCIuptodate
Audit/Verificationaccuracy
ReportofCIlifecycle

ServiceDeskandConfigurationMgmt
UseCMDBretrieveincidentandproblemrecords
ReportandidentifyinaccurateCMDBrelationship
AssessseverityandprioritywithCMDBinfo
ProvidecustomerswithCMDBchanges
AssistConfigurationManagementteamwithCMDBaudit

ReleaseManagement
Goals:
1. Planandoverseesuccessfulrollout
2. Designandimplementefficientprocedures
3. CommunicateandagreetotherolloutplanthroughChange

Management

4. EnsuremastercopiesaresecuredinDSLandDHS
5. EnsureCMDBisupdatedandchangesaretraceable
OwnerofDSLDefinitiveSoftwareLibrary
OwnerofDHSDefinitiveHardwareStore

ReleaseManagement
Activities:

Development

Policy
Schedule
Design/Develop

Test

Build
Test

Production

Accept
PlanRollout
Distribute/install
Review

Archive

ServiceDeskandReleaseManagement
Identifyincidentsfromrollout
Assistinreleaseplanning
Recordandreport
Providefeedback
Ensurestaffcansupportnewreleases

Service
Support
Incident
Management
Change
Management

Service
Desk

End Users

Problem
Management

Release
Management
Configuration Management

SuccessfulITILServiceDesk
Increasingcustomersanduserssatisfaction
Decreaseincidentnumbers
Firstcallresolutiongoal
Accurateincidentidentificationandescalation
Excellentcommunicationwithotherareas
SLAcompliance

ServiceSupport
ThecommonareatoimplementITIL
Increasecustomerandusersatisfaction
ITwillbemoreefficientandeffective
DecreaseITfinancialcost

UsefulITILLinks
The Official ITIL Site
http://www.ogc.gov.uk/
ITSMF ITIL global forum
http://www.itsmf.com/
ITIL COMMUNITY FORUM
http://www.itilcommunity.com

QuestionsandDiscussion
WendyShihwshih@kent.edu

Thank you!