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ITIL Foundation
IT Service Management (ITSM)
Essentials
March 9 – 14, 2007
Computing and Information Technology
Project and Service Management Office
ITIL\ITSM Overview
ITIL Framework
Computing and Information Technology
Project and Service Management Office
ITIL\ITSM Overview
•
What is ITIL?
•
ITIL = Information Technology Infrastructure Library
•
A set of best practice guidelines for IT Service Management in planning,
implementing, delivery and support of quality IT services.
•
Infrastructure = People, Processes and Technology
Computing and Information Technology
Project and Service Management Office
ITIL\ITSM Overview
•
What is ITSM?
•
ITSM = Information Technology Service Management
Service Desk
•
The implementation and management Service Support and Service
Delivery processes aligned to meet the needs of the business with
an appropriate mix of people, processes and technology.
Computing and Information Technology
Project and Service Management Office
ITSM – Service Support
•
Infrastructure- People, Processes and Technology
•
IT Service - Fulfills one or more of the customers needs
- Supports customers business objective
•
Process –
- A structured set of activities designed to accomplish a specific
objective. A process may define policies, standards, guidelines,
activities and work flow instructions.
•
Activity –
- A set of actions designed to achieve a result
Computing and Information Technology
Project and Service Management Office
ITSM – Service Support
Service Support has an “Operational” focus. The activities include the day-to-day
or short-term planning activity of a business or service management process.
Change
Management
Incident
Management
Release
Management
Service
Support
Service Desk
Configuration
Management
Problem
Management
Computing and Information Technology
Project and Service Management Office
ITSM – Service Support
Service Desk
Change
Management
•Integrated function, not a process, to all
of the “operational” process.
•Serves an intended purpose
•Single point of contact between service Incident
providers, customers and users.
Management
•Manages incidents and escalates
according to agreed service levels.
•Manage requests, incidents, service
requests and communications with
customer and users.
Release
Management
Service
Support
Service Desk
Configuration
Management
Problem
Management
Computing and Information Technology
Project and Service Management Office
ITSM – Service Support
Telephone
Requests
Email/voice/video
requests
Hardware/
application
events
Internet/browser
requests
Local
Central
Virtual
Service Desk
Computing
Services
IT Training
Fax
requests
Networks
Operations
Learning
Technologies
Telecommunications
Management Information,
Reports, Metrics
Distributed
Computing
Security
Enterprise
Applications
Project and Service
Management
Computing and Information Technology
Project and Service Management Office
Contracts and
Licensing
ITSM – Service Support
Incident Management
•
•
Objective is to restore normal service operation as quickly as
possible and minimize the adverse impact on business
operations.
The process responsible for managing the life-cycle of all
incidents.
An incident defined as an unplanned, unexpected or unexplained disruption
in service. This is any event which is not part of the standard operation of a
service and which causes or may cause an interruption to or a reduction in the
quality of the service that is provided.
•
E.g. mail server not responding to incoming or outgoing messages.
Computing and Information Technology
Project and Service Management Office
ITSM – Service Support
Incident Management input and output of the process, and its
activities
E.g. mail server not responding to incoming or outgoing messages.
Computing and Information Technology
Project and Service Management Office
ITSM – Service Support
Escalation =
the mechanism
that assists
timely resolution
of an Incident
E.g. users identify they
cannot send or receive
mail and the Service
Desk is contacted. The
Service Desk cannot
resolve the incident so
it must be escalated to
the next level of
expertise for resolution.
Levels of support are specific to technical expertise
Computing and Information Technology
Project and Service Management Office
ITSM – Service Support
Problem Management
A Problem is defined as the unknown underlying cause
• Problem Management aims to Stabilize IT services through:
•Minimizing the consequences of incidents
•Removal of the root causes of incidents
•Prevention of incidents and problems
•Prevent recurrence of incidents related to errors
•Both reactive process and proactive process.
E.g. mail server not responding to incoming or outgoing messages, and the root
cause is identified as power has been lost because the server was accidentally
unplugged due to other servers being un-plugged and relocated to another part of
the building.
Computing and Information Technology
Project and Service Management Office
ITSM – Service Support
Problem Management
takes time to identify
the cause and
eliminate it.
E.g. the mail server problem
root cause resulted in a
permanent solution which was
to locate the power source
and plug it back in.
Computing and Information Technology
Project and Service Management Office
ITSM – Service Support
Change Management
Not every change is an improvement, but every improvement is a change.
- Is responsible for managing changes introduced in
the IT environment
- Ensures that standardized methods and procedures
are used
- Aims to minimize the impact of change-related
incidents and improve day-to-day operations with
minimum disruption to IT Services.
Computing and Information Technology
Project and Service Management Office
ITSM – Service Support
Change Management
Change Manager: the person responsible for filtering,
accepting and classifying all Requests For Change (RFC).
Change Advisory Board (CAB): this consultative body
meets regularly to assess and plan changes. Normally, only
the more significant changes are presented to the CAB.
CAB/EC (Emergency Committee) should be appointed with
the authority to make decisions on emergency requests.
Computing and Information Technology
Project and Service Management Office
ITSM – Service Support
Change Management Process Flow
Change = an addition, modification or removal of anything that could
have an effect on the IT environment
Computing and Information Technology
Project and Service Management Office
ITSM – Service Support
Configuration Management
Provides a logical view of the
components of all services. This
process is responsible for maintaining
information about Configuration Items
(CI). A CI is any component that needs
to be managed in order to deliver an IT
Service.
Service Support
Business, Customers, Users
Satistifaction
Surveys
Difficulties
Queries
Inquiries
Communications
Updates
Work-arounds
Monitoring
Tools
Changes
Incident
Management
Releases
Problem
Management
Service Reports
Incident Statistics
Audit Reports
Problem Statistics
Problem Reports
Problem Review
Diagnostic aids
Audit Reports
The CI information is managed in the
CMDB – Configuration Management
Database and records the attributes and
relationships with other CIs, processes,
and services.
Service
Desk
Incidents
Incidents
Incidents
Change
Management
Change Schedule
CAB minutes
Change Statistics
Change Reviews
Audit Reports
Problems
Known
Errors
Release
Management
Release Schedule
Release Statistics
Release Review
Secure Library
Testing Standards
Audit Reports
Changes
Releases
CMDB
Computing and Information Technology
Project and Service Management Office
Configuration
Management
CMDB Reports
CMDB Statistics
Policy Standards
Audit Reports
CIs
Relationships
ITSM – Service Support
Release Management
-
Responsible for the planning, scheduling and controlling of changes
to a defined IT Service that moves from test/dev > QA > live (production) environments.
-
Aims to ensure that the integrity of the live (production) environment
-
Release Management works closely with Configuration
Management (CMDB) and Change Management.
Computing and Information Technology
Project and Service Management Office
ITSM – Service Support
Service Support
Business, Customers, Users
Satistifaction
Surveys
Difficulties
Queries
Inquiries
Communications
Updates
Work-arounds
Monitoring
Tools
Service
Desk
Incidents
Incidents
Changes
Incident
Management
Releases
Problem
Management
Service Reports
Incident Statistics
Audit Reports
Problem Statistics
Problem Reports
Problem Review
Diagnostic aids
Audit Reports
Incidents
Change
Management
Change Schedule
CAB minutes
Change Statistics
Change Reviews
Audit Reports
Release
Management
Release Schedule
Release Statistics
Release Review
Secure Library
Testing Standards
Audit Reports
Configuration
Management
Problems
CIs
Computing
andChanges
Information
Technology
Known
Releases
Relationships
Errors
Project
and Service Management Office
CMDB
CMDB Reports
CMDB Statistics
Policy Standards
Audit Reports
ITSM – Service Delivery
Service Delivery has a “tactical or strategic” focus. Service Delivery is
also used to mean the delivery of quality IT Services to customers and
what is needed to provide those services.
Service Level
Management
Availability
Management
Service
Delivery
IT Service Continuity
Management
Financial
Management
Capacity
Management
Computing and Information Technology
Project and Service Management Office
ITSM – Service Delivery
Service Level Management
•The process responsible for
maintaining and improving IT
Service quality through a constant
cycle of agreeing, monitoring, and
reporting to meet customers’
objectives.
•Provides us and our customers a
clear and consistent understanding
and expectation of the level of
service required to provide a quality
product.
• Through these methods, a better
relationship between IT and the
customers can be developed.
Computing and Information Technology
Project and Service Management Office
ITSM – Service Delivery
Service Level Management - Terminology and Definitions
Service Level Requirements (SLR) – A listing of the customer’s service
requirements (e.g. availability, capacity, financial, criticality, service restoration,
etc.).
Service Level Agreement (SLA) – a written agreement with a customer defining
the service targets and responsibilities of both parties.
Operational Level Agreement (OLA) – a written agreement between two internal
IT areas (e.g. Networks and Service Desk)
Underpinning Contract (UC) – a contract with a 3rd party vendor/supplier that
documents the delivery of services that supports IT in their delivery of service.
Computing and Information Technology
Project and Service Management Office
ITSM – Service Delivery
Availability Management
•
The goal is optimize the capacity of the IT infrastructure, services,
and supporting organization to deliver a cost effective and sustained
level of availability enabling IT to meet their objectives.
•
Aims to reduce the occurrence and duration of service unavailability
•
Ability of a service or component to perform its required function
over a stated period of time.
Computing and Information Technology
Project and Service Management Office
ITSM – Service Delivery
Availability Management
Availability – amount of time it is accessible as agreed with the customer.
Reliability - to be free from operational failure.
Maintainability (internal) - keeping the service up and running.
Serviceability (external) – contractual with a vendor to assure availability.
Resilience - Redundancy/fault tolerance. How well it survives a failure.
Vital Business Function (VBF) - the service(s) defined as business critical.
Security - confidentiality, integrity, availability of data
Maintenance Windows - a period of time agreed upon that a service will
not be available so service maintenance can be done.
Computing and Information Technology
Project and Service Management Office
ITSM – Service Delivery
Capacity Management
•
Can be referred to as supply and demand and is responsible for addressing
the evolving demands of the business cost effectively.
•
Involves analyzing the current situation and predicting the future use of the
IT infrastructure and resources needed to meet the expected demand for IT
services.
Computing and Information Technology
Project and Service Management Office
ITSM – Service Delivery
Continuity Management
•
The process that ensures that the required IT technical
services and facilities can be recovered from a failure or
disaster.
•
Service Continuity Planning is a systematic approach to
create a plan and/or procedure to prevent, cope with and
recover from the loss of a critical service for extended
periods.
Computing and Information Technology
Project and Service Management Office
ITSM – Service Delivery
Financial Management
•
•
•
•
Identify the actual cost of services provided
Provide accurate and vital financial information to assist in
decision making
Make customers aware of what services actually cost
Cost avoidance relative to the spending of money wisely now
to reduce costs in the future.
Computing and Information Technology
Project and Service Management Office
ITSM – Service Delivery
Computing and Information Technology
Project and Service Management Office
Service Management at Clemson
How does Service Management touch us
individually and organizationally in our
day-to-day processes?
Computing and Information Technology
Project and Service Management Office
Service Management at Clemson
Computing and Information Technology
Project and Service Management Office
Service Management at Clemson
IT Service Management at Clemson
Currently underway –
Establishment of:
- ITSM Steering Committee
- ITSM website
-Initiatives:
- Identifying, defining and collecting “service” information
- Information gathering for a comprehensive Service Catalog
- Change Management and Configuration Management (CMDB)
- Interim solution for “Request for Services”
- Information gathering for Incident/Problem Management
- Outage Notifications processes being put in place
- Various assessment activities taking place, and many more to come
Computing and Information Technology
Project and Service Management Office
Service Management at Clemson
IT Service Management Office
itsmo@clemson.edu
Janell Bohlmann, Director, Project and Service Management
Donna Overfelt, Manager, IT Service Management
Computing and Information Technology
Project and Service Management Office
Service Management at Clemson
Resources
•OGC – Office of Government Commerce
http://www.ogc.gov.uk/guidance_itil_4438.asp
•ITSMF – IT Service Management Forum
http://www.itsmf.org
•ITSM World
http://www.itil-itsm-world.com/index.htm
•ITIL Survival
https://securewsch01.websitecomplete.com/itilsurvival/shop/showDept.asp
•ITSM Watch
http://www.itsmwatch.com/
Computing and Information Technology
Project and Service Management Office
Service Management at Clemson
Additional Learning at Clemson
•ITIL - IT Infrastructure Library Books
CIT, Service Management Office, itsmo@clemson.edu
•eLeaning ITIL courses on MyCLE
http://www.clemson.edu/elearning/ - search on ITIL
Computing and Information Technology
Project and Service Management Office
Service Management at Clemson
Questions ?
Computing and Information Technology
Project and Service Management Office