ITIL Training - Part 6

IT Infrastructure Library (ITIL)
Part 6 - Conclusion
CONNECTING BUSINESS & TECHNOLOGY
11/25/2013
Agenda
From ITIL v2 to ITIL v3 EMEA ITIL Survey
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BUSINESS & TECHNOLOGY
ITIL v3
Official publication : 2007 May 30
Main topic : IT services management processus IT services lifecycle management processus
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ITIL v3 : new organisation for processes
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ITIL v3 : links between publications

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Les processus ITIL v3

Service Design Service Operation Event Management Incident Management Request Fulfillment Problem Management Access Management Service Strategy Financial Management Demand Management Service Portfolio Management Service Transition Transition Planning and Support Change Management Service Asset and Configuration Management Release and Deployment Management Service Validation and testing Evaluation Knowledge Management Service Catalogue Management Service Level Management Capacity Management Availability Management IT Service Continuity Management Information Security Management Supplier Management
Continual Service Improvement

The 7-step Improvement Process Service Reporting Service Measurement Return on Investment for CSI Business questions for CSI Service Level Management
Processus issus de ITIL v2

ITIL v3 : service relationships

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ITIL v3 : service catalogue, service portfolio and SMKS

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Service portfolio
Architectural relationships
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ITIL v3 : From CMDB to CMS

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ITIL v3 : Design (1)
Service catalogue management Service level management Capacity management Availability management IT service continuity management Information security management
Supplier management
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Service catalogue management
Input : business information, business requirements, service portfolio, CMS Output : the service catalogue Activities :
Agreeing and documenting a service definition Integrating with service portfolio management Producing and maintening a service catalogue Interfacing with the business and ITSCM Interfacing with support teams, suppliers, and configuration management Interfacing with business relationship management ans SLM
Service level management

Input : business information, business requirements, Service straegy (strategies, policies, contraints), service portfolio/catalogue Output : service reports, SIP, SLAs, SLRs, OLAs, service review Activities
Determining SLA frameworks Determine, document, agree requirement for new services and produce SLRs Monitor service performance against SLA Collate, measure and inproce customer satisfaction Review and revise underpinning agreements and service scope Produce service reports Conduct service reviews and instigate improvments (SIP) Review and revise SLAs Develop contact and relationships
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Capacity management
Input : business information, service and IT information, workload information, performance issues Output : CMIS, capacity plan, capacity and performance reports Activities :
Business Capacity Management Service Capacity Management Component Capacity Management Underpinning activities : utilization monitoring, response time monitoring, analysis, tuning, implementation Threshold management and controldemand management Modellin and trending Application sizing
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Availability management
Input : service information, business impact information, prvious risk analysis Output : AMIS, availability and recovery design criteria, availability, relaibility and maintenability reports, preventive maintenance schedules Activities
Reactive activities : monitor, measure, analyse and report, unavailability analysis, service failure analysis Proactive activities : identifying VBFs, designing for availibility (from base products to redundancy) , fault tree, analysis, risk analysis and management, planned and prevantive maintenance,
IT service continuity management

Input : business information Output : ITSCM plans, ITSCM tests Activities
Initiation Requirements and strategy Implementation Ongoing operation
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Information security management
Activities
Security controls Management of security breaches and incidents
Supplier management
Output : SCD, supplier and contracts reports Activities
Evaluation of new supplier and contracts Supplier categorization and maintenance of the Supplier and Contracts Database (SCD) Establishing new suppliers and contracts Supplier and contracts management and performance Contract renewal and/or termination
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ITIL v3 : Transition (1)

Transition Planning and Support Change management Service asset & configuration management Release & deployment management Service & validation testing Evaluation Knowledge management
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Transition Planning and Support

Input : authorized RFC, Service Design Package, Release package definition and design specification, Service Acceptance Criteria Output : Transition strategy, integrated set of service transition plans Activities :
Transition strategy Prepare for service Transition Planning and coordinating Service Transition Provide transition process support
Change Management
Input : RFC, Change proposal Output : Rejected or Approved RFC Activities
Create and record RFC Review the RFC Assess and evaluate the change Authorizing the change Coordinating change implementation Review and close the change CAB, Normal changes, Emergency changes
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Service Asset and Configuration Management *

Triggers : RFC, PO, acquisitions, and service requests Activities :
Management and Planning Configuration Identification Configuration Control Status Accounting and Reporting Verification & Audit
* Service CIs : Service capability assets (organization, people, processes, knowledge), service ressource assets (finacial capital, systems, applications, information, data), service model, service package, Release package, service acceptance criteria
Release & Deployment Management

Input : authorized RFC, service package Output : release & deployment plan, service notification Activities
Planning Preparation for build, test, deployment Build and test Service testing an pilots Plan & Prepare for deployment
Perform transfer, deployment and retirement Verify deployment Early life support Review and close a deployment Review and close Service Transition
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Service Validation and Testing
Input : service package, SLP, releas & deployment plans, acceptance criteria Output : Configuration basline of the testing environment, results form tests, analysis of the results Activities :
Validation and test management Plan and design test Verify test plan and test design Prepare test environment Perform tests Evaluate exit criteria and report Test clean up anc closure
Evaluation
Input : service package, Service Acceptance Criteria, test results and reports Output : Evaluation report for change management Activities
Evaluation plan Understanding the intended effects of a change Understanding the unintended effects of a change Evaluation of predicted performance Evaluation of actual performance Risk management
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Knowledge Management
Activities :
Knowledge management stratgy Knowledge transfer Data and information management Using the service management knowledge system
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ITIL v3 : Operation (1)

Event Management Incident Management Request Fulfilment Problem management Access management Common Service Operation activities
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Event Management
Activities :
Event notification Event detection Event filtering Significance of events Event correlation Trigger Response selection Review actions Close event
Incident Management
Activities
Incident identification Incident logging Incident categorization Incident prioritization Initial diagnosis Incident escalation Resolution and recovery Incident closure
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Request Fulfilment
Input : ServiceDesk Activities :
Menu selection Financial approval Other approval Fulfilment Closure
Problem Management
Activities
Problem detection Problem logging Problem categorization Problem prioritization Problem investigation and diagnosis Workarounds Raising a known error record Problem resolution Problem closure Major problems review
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Access Management
Input : RFC, service request, other request Activities :
Requesting access Verification Providing rights Monitoring identity status Logging and tracking accessremoving or restricting rights
Common Service Operation Activities

Monitoring and control IT Operations (Jpb scheduling, backup, output) Mainframe management Server management and support Network management Storage and archive Database administration Directory services management Desktop support Middleware management Internet / web management Facilities and data centre management Information security management
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Agenda
From ITIL v2 to ITIL v3 EMEA ITIL Survey
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Context
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The 2009 ITIL and Business Performance Management was targeted at EMEA (Europe, Middle East and Africa) companies
26 questions Carried out between November and December 2009 20 countries are contacted (Middle East counts as one) 17 countries participated 70 persons from 11 countries answered
38 from France 8 from Austria 5 from Norway
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Five Areas
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History and Investment (2 questions)

What is the length of investment in ITIL practices?
Customers and Services (3 questions)

What is the level of customer relations management between the IT Department and its internal customers?
Organization and Processes (5 questions)

What is the current positioning of ITIL projects in the IT Department
Industrial Integration (6 questions)

What is the maturity of the IT Service Management?
Performance Management (10 questions)

What is the maturity of IT Performance Management?
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History and Investment

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The question of investment is important because its the first maturity indicator of companies about the best practices ITIL.
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History and Investment

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The average time of investment in ITIL is 3.5 years in 2009 against 2.9 years in 2008
Since 2007, ITIL budgets, for the most part, have either remained stable or have grown.
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Customers and Services

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The IT Departments work for inner customers; the customers satisfaction and the degree of formalization of Service Catalogue are indicators of companies maturity.
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Customers and Services

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The formalization of the service offers is function of the investment period.

Investment for less 3 years Investment for more 5 years
More the investment period is important and more the service offers are formalized and more the contracts of service are used for the inner invoices.
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Organization and Processes

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The organization of the IT Department and the processes are the basis of ITIL. So, its important to know the feeling of the organization to measure the ITIL development in the company.
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The IT Departments create always a Service Desk to manage their customers.
ITIL v2 are quite implemented with Incident, Problem and Change Management ITIL v3 appear with Request Fulfillment Management
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ITIL v3 are more known
Some companies implement them
As in 2008, ISO 20 000 isnt a priority
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The change resistance and the lack of middle management support are the main reasons against the investment in ITIL.
The Service Quality improvement is the main reason of the investment
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Industrial Integration
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To be efficient, the processes of best practices must be thought with a view of industrialization and automation. Processes are more efficient if they communicate and if the implement is homogenous.
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The automation of the CMDB/CMS is also limited. Only the processes of Incident, Problem and Change Management are supported by the CMDB/CMS.
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The maturity of ITIL isnt measured for many companies The measure of the Quality of Service (QoS) is automated for the Incident Management.
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The Incident/Problem Management is implemented with a homogenous solution
The other processes are less implemented but homogeneity is searched
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Many companies use a self-service desk and the main utility for the final user is to submit (or read) information about incidents.
An access to the Service Catalogue is also present for some companies.
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Performance Management
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The Performance Management allows to the IT Department to provide a Service Level fitted to the customers needs. The following questions talk about the used methods.
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The best practices ITIL are seen as a help to realize the IT Department objectives
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Its still difficult to measure the contribution of these practices about the productivity.
The innovation isnt integrated in the CSI.
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To measure the performance, companies use a combination of indicators or tools.
The Benchmarking, the cost control and the KPI are the most used.
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Companies make a effort to verify their control about suppliers
They prefer to manage internally their service management tools.
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The Software as a Service arent cited in this survey. Two possible reasons :
They arent known by IT Departments IT Departments perfer traditionnal solutions to manage the IS
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Conclusion
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The survey confirm :
ITIL implementation with the Request Fulfillment Management, the service contract and service portal Harmonization of processes and rationalization of tools A pragmatical implementation of ITIL v3
To ensure an optimal QoS, IT departments invest :

To rationalize their functioning using ITIL To evaluate their performance using KPI
The 2 key factors for deploying ITIL are:

organizational change management sponsorship of managers
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Contact
ContactDevoteam Jean-Marc Chevereau Phone +33 1 41 49 48 48 / +33 6 64 48 96 99 Email jchevereau@devoteam.com Country France
Algeria Austria
Poland Russia
Belgium
Czech Republic Denmark France Germany Italy Jordan Luxembourg Morocco
Saudi Arabia
Spain Sweden Switzerland Tunisia Turkey United Arab Emirates United Kingdom
www.devoteam.com
Author Date Further Information
Jean-Marc Chevereau Janvier 2010
Netherlands
Norway
Devoteam Group This document is not to be copied or reproduced in any way without Devoteam express permission. Copies of this document must be accompanied by title, date and this copyright notice.
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IT Infrastructure Library (ITIL)

BUSINESS & TECHNOLOGY

ITIL v3 : new organisation for processes

ITIL v3 : links between publications

BUSINESS & TECHNOLOGY

Les processus ITIL v3

Continual Service Improvement

Processus issus de ITIL v2

ITIL v3 : service relationships

BUSINESS & TECHNOLOGY

ITIL v3 : service catalogue, service portfolio and SMKS

BUSINESS & TECHNOLOGY

ITIL v3 : From CMDB to CMS

BUSINESS & TECHNOLOGY

ITIL v3 : Design (1)

ITIL v3 : Design (2)

Service level management

ITIL v3 : Design (3)

ITIL v3 : Design (4)

IT service continuity management

ITIL v3 : Design (5)

ITIL v3 : Transition (1)

ITIL v3 : Transition (2)

Transition Planning and Support

ITIL v3 : Transition (3)

Service Asset and Configuration Management *

Release & Deployment Management

ITIL v3 : Transition (4)

ITIL v3 : Transition (5)

ITIL v3 : Operation (1)

ITIL v3 : Operation (2)

ITIL v3 : Operation (3)

ITIL v3 : Operation (4)

Common Service Operation Activities

BUSINESS & TECHNOLOGY

BUSINESS & TECHNOLOGY

History and Investment (2 questions)

Customers and Services (3 questions)

Organization and Processes (5 questions)

Industrial Integration (6 questions)

Performance Management (10 questions)

BUSINESS & TECHNOLOGY

History and Investment

BUSINESS & TECHNOLOGY

History and Investment

BUSINESS & TECHNOLOGY

Customers and Services

BUSINESS & TECHNOLOGY

Customers and Services

The formalization of the service offers is function of the investment period.

BUSINESS & TECHNOLOGY

Organization and Processes

BUSINESS & TECHNOLOGY

Organization and Processes

The IT Departments create always a Service Desk to manage their customers.

BUSINESS & TECHNOLOGY

Organization and Processes

ITIL v3 are more known

Some companies implement them

As in 2008, ISO 20 000 isnt a priority

BUSINESS & TECHNOLOGY

Organization and Processes

The Service Quality improvement is the main reason of the investment

BUSINESS & TECHNOLOGY