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Itil:: What Is It? Why You Should Use It? How To Use It?
Itil:: What Is It? Why You Should Use It? How To Use It?
What is it? Why you should use it? How to use it?
August 9, 2007
Agenda
1. The Big Picture 2. The IT Infrastructure Library Definition, History, etc. 3. IT Service Management 4. ITIL v2 Service Support and Service Delivery 5. ITIL v3 The Service Lifecycle
August 9, 2007
Copyright 2007 CA
Overwhelming Demand:
Unstructured capture of requests and ideas No formal process for prioritization and trade-offs Reactive vs. proactive
IT Governance Landscape
August 9, 2007
Copyright 2007 CA
> ITIL is the basis of the worldwide standard for quality IT Service Management, ISO 20000
> ITIL was developed by the public and private sectors and globally adopted.
August 9, 2007
Copyright 2007 CA
IT Service Management
> IT Service Management is concerned with delivering and supporting IT services that are appropriate to the business requirements of an organization. This improves efficiency and effectiveness and reduces the risks of managing IT services. > Services are a means of delivering value to customers by facilitating outcomes customers want to achieve without the ownership of specific costs and risks. Outcomes are possible from the performance of tasks and are limited by the presence of certain constraints
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What is a Service?
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Firewall
Portal
Mainframe
Router
Switch
Web Services
Identity Manager
Databases
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Service Management
Service Support Service Desk Incident Management Problem Management Configuration Management Change Management Release Management
Service Delivery Service Level Management Financial Management Availability Management Continuity Management Capacity Management
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Source: Pink Elephant Whats New in ITIL v3, George Spaulding 2007
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Configuration Management
Incident Management Problem Management Release Management
Service Transition
Service Operation Service Operation Service Transition
Service Desk
Service Asset and Configuration Management including the CMDB
Service Operation
Service Transition CMBD is part of the Configuration Management system (CMS) Service Operation Service Transition
Fault Management (ICT Volume) Knowledge Management (NEW in the sense of service desk)
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Availability Management
Capacity Management IT Service Continuity Management
Service Design
Service Design Service Design Referenced in Service Transition, Service Operation and Continual Service Improvement
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Service Lifecycle
Service Strategy
> Practical Decision making > Business Eco systems > From value chains to value nets
> Increasing the economic life of services > Selecting, adapting and tuning the best IT service strategies
Source: Pink Elephant Whats New in ITIL v3, George Spaulding 2007
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Service Design
> Pragmatic Service Blueprint > Policies, Architecture, Portfolios, service models > Effective technology, process and measurement design > Outsource, shared services, co-source models? How to decide & how to do it
Guides the design and development of services and service management processes
Source: Pink Elephant Whats New in ITIL v3, George Spaulding 2007
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Service Transition
> Managing Change, Risk and Quality Assurance > Newly designed Change, Release & Configuration processes > Risk and quality assurance of design > Managing organization & cultural change during transition
Provides guidance for the development and > Integrating projects into transition improvement of capabilities necessary to transition new and/or > Creating & selecting transition models changed services into operations
Source: Pink Elephant Whats New in ITIL v3, George Spaulding 2007
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Service Operation
> Responsive, stable services > Robust end to end operations practices > Redesigned, incident and problem processes > New functions and processes > Event, technology and request management > Influencing strategy, design, transition Tailors guidance on achieving effectiveness and improvement and efficiency in the delivery and support of > SOA, virtualization, adaptive, agile services such that value is service operation models achieved for the customer and captured by the service provider
Source: Pink Elephant Whats New in ITIL v3, George Spaulding 2007
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Source: Pink Elephant Whats New in ITIL v3, George Spaulding 2007
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Shifting Focus
Source: Pink Elephant Whats New in ITIL v3, George Spaulding 2007
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Why ITIL?
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> Caterpillar
Embarked on a series of ITIL projects in 2000. After applying ITIL principles, the rate of achieving the target response time for incident management on Web-related services jumped from 60% to more than 90%.
Source: Pink Elephant The Benefits of ITIL White Paper, March 2006
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Streamline service delivery and support processes Develop repeatable procedures to aid first level support groups Reduce number of service incidents and outages Implement standards to do things right the first time Perform proactive analysis, prevention and resolution Plan for and ensure future capacity Define clear services and service targets Accurately allocate and recover costs Audit, manage and improve IT processes
August 9, 2007 ITIL: What, Why, How? Copyright 2007 CA
Improve Compliance
The How
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What NOT to do
1. 2. 3. 4. Insufficient Management Buy-in or Budget. Ignoring the need to market and communicate within & outside IT. Training internal staff to the Foundation level with the expectation they can then implement ITIL successfully. No External Baseline Assessment or adoption of a maturity model to Create a valid roadmap.
5.
Thinking that technology alone can address the requirement for ITIL i.e. migrating bad process to new technology so automation is therefore not efficient enough to address IT needs.
Confusing Process with Procedures. Not dedicating enough resources to the development effort. Thinking process development equates to process implementation. Weak documentation effort leads to inconsistent approach with very little chance of repeatability amongst IT Staff.
6. 7. 8. 9.
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Recommendations
> Create a sense of urgency! > Decide/Declare Service Management Strategy > Engage all employees > Create Communications and Awareness campaigns > Focus on areas of pain
Recommendations
> Develop a phased approach, which includes repeatable and consistent standards for all processes to follow > Breakdown work into manageable chunks
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Iterative Process
Assessments
Where do we want to be? How do we get there? How do we check we got there?
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Helpful Links
> www.itsmf.net IT Service Management Forum.
Tampa Bay Local Interest Group (LIG) meeting Sept. 22, 2pm.
> www.itsmfusion.com itSMF USA Conference, Sept. 1619, Charlotte, NC. > www.ogc.gov.uk UK Office of Government and Commerce. > www.pinkelephant.com ITSM consulting, events, education. > www.exin.org Independent education institute. > www.itpreneurs.com Training solutions for IT Management and IT Governance.
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Questions?
For More Information: T.C. Kaiser Sr. Customer Solution Architect CA, Inc. Thomas.Kaiser@ca.com 813-731-7720 mobile
37 August 9, 2007 ITIL: What, Why, How? Copyright 2007 CA