InformationTechnology

InfrastructureLibrary(ITIL)Overview
MatthewL.Helm
08September2010
Agenda g
IntroductionandKeyConcepts
ServiceLifecycle
Service Strategy ServiceStrategy
ServiceDesign
ServiceTransition
ServiceOperation
ContinualServiceImprovement
INTRODUCTION AND KEY INTRODUCTIONANDKEY
CONCEPTS
WhyWeAreHere? y
Need to balance: Needtobalance:
Fewerresources
N d t t d Needtogetmoredone
Needtodeliverhigherqualityservices
Needtoberelevant
CustomerViewpoint p
Not interested in processes Notinterestedinprocesses
Couldcarelessaboutunderlyingtechnology
i d i i li h Moreinterestedinservicequalitythancost
Notalwaysfocusedonbusinessvalueof
service
Justwanttousetheservicetoachieve
businessgoals
LeadershipViewpoint p p
Services should Servicesshould
CreatevaluefortheUniversity
Create value for the customer Createvalueforthecustomer
Reducecostorincreaseproductivity
A hi U i it l AchieveUniversitygoals
Managecostsandrisksmoreeffectively
DefinitionofService
A service is a means of delivering value to Aserviceisameansofdeliveringvalueto
customersbyfacilitatingoutcomescustomers
wanttoachievewithouttheownershipof want to achieve without the ownership of
specificcostsandrisks
SOURCE:ITILServiceStrategyPublication,p.16
SOURCE:ITILServiceStrategyPublication,p.11
BestPracticevs.GoodPractice
Best practice provides generic guidelines Bestpracticeprovidesgenericguidelines
basedonsuccessfulexperiencesofanumber
of organizations oforganizations
G d i i h li i f b Goodpracticeistheapplicationofabest
practiceoraninputintoabestpracticebythe
U i i University
WhatisServiceManagement? g
Service Management is a set of specialized ServiceManagementisasetofspecialized
organizationalcapabilitiesforprovidingvalue
to customers in the form of services tocustomersintheformofservices
Th bili i i l d Thesecapabilitiesincludeprocesses,
functions,androlesformanagingservices
h i lif l overtheirlifecycle
ObjectiveofServiceManagement j g
EnsurethatITservicesarealignedtobusiness
needsandactivelysupportthem
SOURCE: ITIL Service Strategy Publication, p.3 SOURCE:ITILServiceStrategyPublication,p.3
Process
A process is a set of activities designed to Aprocessisasetofactivitiesdesignedto
accomplishaspecificobjective
It takes defined inputs and turns them into Ittakesdefinedinputsandturnstheminto
definedoutputs
M i l d l ibili i l d Mayincluderoles,responsibilities,tools,and
managementcontrols
CharacteristicsofaProcess
Measurable Measurable
Deliversspecificresults
li i l Deliversprimaryresultstocustomersor
stakeholders(andmeetexpectations)
Respondstospecificevents
BusinessProcessEvolution
SOURCE:ITILServiceStrategyPublication,p.19
FunctionsandRoles
Function is a team or group of people and the Functionisateamorgroupofpeopleandthe
toolsthattheyusetocarryoutoneormore
processes or activities processesoractivities
R l i f ibili i i i i d Roleisasetofresponsibilities,activities,and
authoritiesgrantedtoapersonorateam
SERVICE LIFECYCLE SERVICELIFECYCLE
WhatisITIL?
Most widely adopted approach for IT Service MostwidelyadoptedapproachforITService
Management
Framework of Best Practice guidance for FrameworkofBestPracticeguidancefor
identifying,planning,delivering,and
supporting IT services to the business supportingITservicestothebusiness
SOURCE: www.itilofficialsite.com/AboutITIL/WhatisITIL.asp SOURCE:www.itil officialsite.com/AboutITIL/WhatisITIL.asp
BriefHistoryofITIL y
1980s UK Government set out to document 1980s UKGovernmentsetouttodocument
howthemostsuccessfulorganizations
approached service management approachedservicemanagement
Version1publishedbetween1989 1995(31
books) books)
CurrentlyinVersion3(5books)since1987
ITILBenefits
ImprovedITservices
Reducedcosts
Improvedcustomersatisfactionthrougha p g
moreprofessionalapproachtoservice
delivery
Improvedproductivity
Improveduseofskillsandexperience p p
Improveddeliveryofthirdpartyservice
SOURCE: www.itilofficialsite.com/AboutITIL/WhatisITIL.asp SOURCE:www.itil officialsite.com/AboutITIL/WhatisITIL.asp
ServiceLifecycle y
Five publications Fivepublications
ServiceStrategy
S i i ServiceDesign
ServiceTransition
ServiceOperation
Continual Service Improvement ContinualServiceImprovement
PublicationContents
Businesscaseargumentoftheneedforthe
lif l lifecyclestage
Policiesandgovernanceaspectsofthe
lifecyclestage
Identificationofprocessesandtheactivities p
neededtocarrythemout
Organizational roles and responsibilities Organizationalrolesandresponsibilities
neededtomanagethelifecyclestage
SOURCE: ITIL Official Introduction, www.bestmanagementpractice.com/gempdf/Introduction to ITIL Contents.pdf SOURCE:ITILOfficialIntroduction,www.best management practice.com/gempdf/Introduction_to_ITIL_Contents.pdf
PublicationContents(cont.) ( )
Recommendations on areas to focus automation Recommendationsonareastofocusautomation
Bestwaystoimplementthelifecyclestage
Highlights common challenges risks and success Highlightscommonchallenges,risks,andsuccess
factorsexperiencedbyotherorganizations
Oth f k li d ith lif l t Otherframeworksalignedwithlifecyclestage
Templatesandexamplesofhowlifecyclestage
b li d canbeapplied
SOURCE: ITIL Official Introduction, www.bestmanagementpractice.com/gempdf/Introduction to ITIL Contents.pdf SOURCE:ITILOfficialIntroduction,www.best management practice.com/gempdf/Introduction_to_ITIL_Contents.pdf
ServiceManagementAcrossLifecycle g y
SOURCE:ITILServiceStrategyPublication,p.27
MaturityinTechnologyManagement y gy g
SOURCE:ITILServiceOperationPublication,p.81
SERVICE STRATEGY SERVICESTRATEGY
ServiceStrategy gy
Howtodesign,develop,andimplementservice
managementnotonlyasanorganizational
capability but also as a strategic asset capabilitybutalsoasastrategicasset
SOURCE:ITILServiceStrategyPublication,p.8
ServiceStrategyGoals gy
Transforms Service Management into strategic TransformsServiceManagementintostrategic
asset
University thinks and acts in a strategic Universitythinksandactsinastrategic
manner
Cl ifi l i hi b i Clarifiesrelationshipsbetweenservices,
systems,orprocessesandthebusiness
d l i bj i h models,strategies,orobjectivestheysupport
KeyConceptsandProcesses y p
Concepts
ValueCreation
UtilityandWarranty y y
ServicePortfolio
Risk Management RiskManagement
Processes
Financial Management FinancialManagement
DemandManagement
ServiceStrategyQuestions gy
Whatservicesshouldweofferandtowhom?
Howdowedifferentiateourselvesfrom
competingalternatives?
H d t l f t ? Howdowecreatevalueforourcustomers?
Howcanwemakeacaseforstrategic
investments? investments?
Howshouldwedefinequality?
How do we resolve conflicting demands for Howdoweresolveconflictingdemandsfor
sharedresources?
SOURCE:ITILServiceStrategyPublication,p.910
FourPsofStrategy gy
Perspective visionanddirection
Position whatwearegoingtofocuson
Plan howtogofromasistotobe g
Pattern seriesofconsistentdecisionsand
actions over time actionsovertime
SOURCE:ITILServiceStrategyPublication,p.5657 gy , p
ValueCreation
UtilityandWarrantydefineservicesandwork
togethertocreatevalueforthecustomer
Utility Utility
Servicethecustomergets
Fit for purpose Fitforpurpose
Warranty
H th i i d li d Howtheserviceisdelivered
Fitforuse
ExampleofUtilityandWarranty p y y
SOURCE:ITILServiceStrategyPublication,p.16
UtilityandWarranty y y
SOURCE:ITILServiceStrategyPublication,p.17
Assets
Two types of assets Twotypesofassets
Resources
Di t i t f d ti Directinputsforproduction
Capabilities
Abilitytocoordinate,control,anddeploy
resources
ServiceManagementModel g
SOURCE:ITILServiceStrategyPublication,p.80 gy , p
ValueofaService
SOURCE:ITILServiceStrategyPublication,p.32
TypesofServiceProviders yp
Type I TypeI
TypeII
TypeIII
TypeI:InternalServiceProvider yp
SOURCE:ITILServiceStrategyPublication,p.42
TypeII:SharedServicesUnit yp
SOURCE:ITILServiceStrategyPublication,p.43 gy , p
TypeIII:ExternalServiceProvider yp
SOURCE:ITILServiceStrategyPublication,p.44 gy , p
ValueCreationViewpoint p
Customers will choose a service provider type Customerswillchooseaserviceprovidertype
Serviceprovidersshouldlookatservicesfrom
customers perspective rather than focusing customer sperspectiveratherthanfocusing
onproductionofservices
N d l k h b l f i f Needtolookatthebalanceofservicesfrom
acrossallcustomers notjustrequestor
ViewingCustomersviaMarketingEyes
What is our business? Whatisourbusiness?
Whoisourcustomer?
h d h l ? Whatdoesthecustomervalue?
Whodependsonourservices?
Howdotheyuseourservices?
Why are they valuable to them? Whyaretheyvaluabletothem?
ValueNetwork
Awebofrelationshipsthatgeneratestangible
d bl l h h l d andintangiblevaluethroughcomplexdynamic
exchangesthroughtwoormoreorganizations
SOURCE:ITILServiceStrategyPublication,p.48 gy , p
AdvantagesofValueNetwork g
Marshal external talent Marshalexternaltalent
Reducecosts
Ch f l i f di i i Changefocalpointofdistinctiveness
Increasedemandforcomplimentaryservices
Collaborate
SOURCE:ITILServiceStrategyPublication,p.48 gy , p
ServicesacrossValueNetwork
SOURCE:ITILServiceStrategyPublication,p.124 gy , p
ServicePortfolio
The commitments and investments made by a Thecommitmentsandinvestmentsmadebya
serviceprovideracrossallcustomersandmarket
spaces
Currentcontractualcommitments
Newservicedevelopment
Ongoing service improvement Ongoingserviceimprovement
SOURCE:ITILServiceStrategyPublication,p.73 gy , p
ServicePortfolio
SOURCE:ITILServiceStrategyPublication,p.74 gy , p
ServicePortfolio
SOURCE:ITILServiceDesignPublication,p.34
ServicePortfoliovs.ServiceCatalog
SOURCE:ITILServiceStrategyPublication,p.75 gy , p
StrategicAssessment g
Strengths and weaknesses Strengthsandweaknesses
Distinctivecompetencies
i Businessstrategy
Criticalsuccessfactors
Threatsandopportunities
SOURCE:ITILServiceStrategyPublication,p.84 gy , p
RiskAnalysisandManagement y g
SOURCE:ITILServiceStrategyPublication,p.200 gy , p
FinancialManagement g
Visibilityandaccountability
Complianceandcontrol
Costofprovidingservices p g
Valuecustomersgetfromservices
Operational control Operationalcontrol
Enhanceddecisionmaking
SOURCE:ITILServiceStrategyPublication,p.109 gy , p
DemandManagement g
Understand customer service requirements Understandcustomerservicerequirements
andhowtheyvaryoverthebusinesscycle
Ensure provision of appropriate level of Ensureprovisionofappropriatelevelof
service
E d ili h Ensurewarrantyandutilitymatchescustomer
needs
UpNext p
ServiceDesign