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Introducing:
IT Service Management and ITIL
ITIL® is a Registered Trade Mark of the Cabinet Office in the United Kingdom. The trade mark symbol should be inferred wherever the term “ITIL” appears in these materials.
Agenda
• Why are we here?
• IT Service Management Concepts
• IT Service Management Benefits
• The ITIL Framework
• Key ITSM Processes for HUIT
• Process Unification and Roadmap
Agenda
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Why are we here?
Why are we here?
3
IT Service Management
• IT Service Management (ITSM) is a process-based
approach to aligning IT services with the needs of the
university.
• Industry-developed and accepted best practice
• Focused on delivering services effectively and efficiently
• Well-established in Higher Education
Why are we here?
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HUIT’s mission
Mission
To assure Harvard’s leadership in IT, we strive
to: Make it easier for faculty, students, and staff
to teach, research, learn, and work through the
effective use of information technology.
Why are we here?
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How do we enable Harvard’s business goals?
IT Service Management concepts
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What are services?
Services are a means of delivering value to
customers by facilitating outcomes
customers want to achieve without taking
on the ownership of specific costs and
risks.
‘People do not want quarterinch drills. They want quarterinch holes.’
Professor Emeritus Theodore Levitt,
Harvard Business School
IT Service Management concepts
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What goes into providing a service?
+
People & Partners
IT Service Management concepts
=
Products (Technology)
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What goes into providing a service?
+
People & Partners
=
Products (Technology)
+
=
Process
IT Service Management concepts
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What is process?
A Process is a structured set of activities designed to
accomplish specific objectives
• Takes one or more inputs and turns them into outputs
• Includes roles, tools, and management controls
Governance, Controls & Feedback
Inputs
Activities
Resources
IT Service Management concepts
Outputs
Capabilities
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Process Maturity
Optimized
Quantitative
Standardized
Prescribed
Ad hoc
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As processes mature, IT is transformed
From:
To:
Reactive
Proactive
System oriented
Service oriented
Organizational silos
Accountability across teams
Disparate approach
Consistent approach
Best efforts
Predictable quality
Ad hoc improvement
Metrics-based continuous
improvement
IT Service Management concepts
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IT Service Management
IT Service Management (ITSM) is a process-based approach
to aligning IT services with the needs of the university
ITSM involves a paradigm shift:
• From managing IT as stacks of individual components,
groups and technologies
• To focusing on the delivery of end-to-end services
IT Service Management concepts
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ITSM processes span all IT service areas
Support Services
IT Security
Infrastructure
Administrative
Technology
Academic
Technology
Project Management
Risk Management
Development Lifecycles
IT Service Management
IT Service Management concepts
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ITSM provides Operational benefits
Dimension
Median Reduction
Overall IT support costs
16%
Failed changes
15%
Recurring incidents
7%
User downtime
10%
Incident resolution time
28%
Recovery time after disaster
40%
2008 Research Study Conducted by Glomark-Governan
IT Service Management benefits
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ITSM provides Individual benefits
• Clearer responsibilities and expectations
• More targeted training
• More productivity and satisfaction
• Improved reputation and visibility of IT staff
• Professional development
IT Service Management benefits
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The core principles of ITSM align with
HUIT’s values
HUIT Value
User-focused
Collaborative
Innovative
Open
IT Service Management benefits
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So how are we going to “do” ITSM?
ITSM Frameworks
Aberdeen Group 2008
The ITIL framework
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What is ITIL?
Information Technology Infrastructure Library (ITIL) is a
best-practice framework for IT Service Management
• Globally recognized
• Evolving and flexible
ITIL provides guidance on delivering the right end-to-end
services efficiently and effectively using well-defined and
repeatable processes
The ITIL framework
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The ITIL service lifecycle
The ITIL Service Lifecycle is a five-stage holistic view of the
interconnected processes that make up service
management
Continual
Service
Improvement
Strategy
Mgt.
for &
IT
Svc Asset
Event
Supplier
Services
Config
Management
Management
Management
Service
Design
Service
Strategy
Service
Transition
Transition
Information
Service
IncidentFinancial
Change
Request
Planning
Security&
Continuity
Management
Management
Fulfillment
Management
Support
Management
Management
Demand
Service
Service ServiceRelease
Operational
Capacity&
Availability
Management
Change
Access
Problem&
Activities of
Catalog
Validation
Deployment
Portfolio
Management
Management
Evaluation
Management
Management
other lifecycle
7-Step
Management
Testing
Management
Managementphase
Improvement
Business
processes
Process
Service
Relationship
Design
Knowledge
Level
Management Coordination
Management
Management
Continual Service Improvement
Service
Strategy
Service
Design
Service
Operation
Service Operation
Service Transition
The ITIL framework
© Crown copyright 2007 Reproduced under license from OGC
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Initial HUIT process focus
Demand
Management
Business
Relationship
Management
Service Strategy
Service Design
Financial
Management
Supplier
Management
Service
Continuity
Management
Information
Security
Management
Service
Portfolio
Management
Service
Catalog
Management
Availability
Management
Capacity
Management
Design
Coordination
Service
Level
Management
Service Portfolio / Catalog
Configuration Management System (CMS)
Event
Management
Incident
Management
Access
Management
Problem
Management
Service Operation
The ITIL framework
Request
Fulfillment
Config
Management
Change
Management
Transition
Planning &
Support
Operational
Activities of
other lifecycle
phase
processes
Change
Evaluation
Service
Validation &
Testing
Release &
Deployment
Management
Knowledge
Management
Service Transition
Continual Service Improvement
Strategy
Mgt. for IT
Services
7-Step
Improvement
Process
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Service Catalog Management
The purpose of the service catalog management process is to provide
and maintain a single source of consistent information on all
operational services (and those being prepared to be run
operationally), and to ensure that it is widely available to those who are
authorized to access it.
Definition: Service Catalog
The service catalog is a database
or structured document with
information about all live IT
services, including those available
for deployment.
Key ITSM processes for HUIT
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Request Fulfillment
Request Fulfillment is the ITIL process responsible for managing
the lifecycle of all service requests from the users.
• The term ‘Service Request’ is used as a generic
description for many varying types of demands that are
placed upon the IT Department by the users.
• A Service Request may be a request from a User for:
– Information, advice or training
– a application feature or enhancement
– access to an IT Service
• Examples:
– Reset a password
– Onboard a new user into the IT service environment
•
Key ITSM processes for HUIT
Email & Calendar provisioning, New Computer, Phone, PIN, FAS || UIS
systems accounts
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Incident Management
An Incident is an unplanned interruption to an IT service or a
reduction in the quality of an IT service
The purpose of incident management is to restore normal service
operation as quickly as possible
• Incident Management is not too concerned with
finding the root cause of an incident (see Problem Management)
• Increase visibility and communication of incidents to
business and IT support staff
• Enhance business perception of IT through use of a
professional approach in quickly resolving and
communicating incidents when they occur
• Align incident management activities and priorities
with those of the business
• Maintain user satisfaction with the quality of IT
services.
Key ITSM processes for HUIT
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Major Incidents
Some incidents will affect one or more services in a way that has major
impact for the business. ITIL classifies these as Major Incidents.
A separate procedure, with shorter timescales and greater urgency, and communication
plans must be used for ‘major’ incidents.
•
•
When a service critical to a Harvard
business processes is interrupted, many
people need to know about it:
•
Business process owners (Customers)
whose work the service supports
•
IT Service owners who provide the
service to the business
•
The Service Desk and distributed
support people close to the users
"Houston, we have a Major
Incident”
The Incident Manager coordinates the
Major Incident Process
Key ITSM processes for HUIT
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Problem Management
A problem as the underlying cause of one or more incidents. The
purpose of problem management is to manage the lifecycle of all
problems from first identification through further investigation,
documentation and eventual removal.
• Minimize the adverse impact of problems
to the business
• Proactively prevent recurrence of
incidents related to problems
• Investigate root cause and document
known errors, and workarounds
• Communicate known errors and
workarounds to support staff to resolve
incidents faster
• Correction of problems often involve a
request for change to the service
requested
Key ITSM processes for HUIT
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Change Management
The purpose of the change management process is to control the
lifecycle of all changes, enabling beneficial changes to be made with
minimum disruption to IT services.
A Change is defined as the addition, modification, or removal
of anything that could have an effect on IT Services
Changes are made for a variety of reasons
and in different ways – for example:
•
Proactively, e.g. when organizations are
seeking business benefits such as reduction in
costs, improved services or increased ease and
effectiveness of support
•
Reactively as a means of resolving errors and
adapting to changing circumstances.
Key ITSM processes for HUIT
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The ITSM Unification Project Has Begun
The ITSM Unification project will find ways to make
our existing processes and new processes work
together to achieve our common goals.
Deliverables will include:
• Request Management
• Incident Management
• Problem Management
• Change Management
• Enterprise Tool Selection
• HUIT website & Service
Catalog
Process unification and roadmap
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ITSM Unification Roadmap
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Training schedule
HUIT ITSM Awareness (1 ½ hours)
• Tue. May 22 at 1:00
• Tue. May 22 at 3:00
• Thu. Jun. 21 at 9:00
• Thu. Jun. 21 at 2:30
ITIL® 2011 Foundations (3-day, exam on 4th day)
• May 14 – 16
• May 29 – June 1
• June 11 – 13
• June 25 – 28
• July 9 – 12
• Oct 1 – 3 (tentative)
• Nov 12 – 14 (tentative)
• Dec 3 – 5 (tentative)
ITIL Intermediate (subsidized by HUIT)
• Release, Control & Validation (TBD)
• Operational Support & Analysis (TBD)
½ Day ITSM Overview (TBD)
Process unification and roadmap
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We need your help!
•
Additional ITSM training
•
ITIL Foundations
•
Advanced ITIL Certifications
•
ITSM Unification Project participation
•
Service Catalog refinement
•
Input to ITSM and project teams
•
•
Core teams and subteams
ITSM contact information:
•
HUIT Intranet (http://huitintranet.harvard.edu)
•
Email: huit-service-management@calists.harvard.edu
Process unification and roadmap
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Q&A
Thank you for attending!