Professional Documents
Culture Documents
associates
Beginners Guide to
ITIL
- help or hindrance?
Can it help me?
What are the pitfalls?
Dennis Adams
4th October 2006
Introduction
• What is ITIL ?
• What do we mean by a “Process Approach” to the world as a
different way of looking at how we work together ?
BUSINESS SERVICE
IT SERVICE
DELIVERY
SERVICE
SUPPORT
Align IT services with the
needs of the Business
Improve the Quality of the
Service
Reduce the long-term costs
Think in terms of PROCESSES rather than SKILLS
Functional Organization
Process Approach
DEVELOPMENT PRODUCTION
Initiate Document the Configuration
Infrastructures Changes
Build
Identify root-cause of Problems
ICT
ICT Infrastructure
Infrastructure Security Management
Management
Management
Application Management
Service Support
Planning to Implement
Service Management
Resource
Utilisation
Business Strategy
Service Monitoring
Level Business Planning
Analysis
Thresholds
Tuning
Service
IT Strategy
Level Implementation
IT
Exceptions
Business
Resource
Plan
Utilisation
Exceptions
Ensuring we can meet our SLAs
Some Best Practices in the ITIL Library
• How to get the best benefit from a SERVICE DESK
– Single point of contact, Monitoring and escalation on behalf of customers.
• A systematic way of managing INCIDENTS:
– Log / Classify / Investigate / Diagnose / Resolution
• Being Pro-Active: PROBLEM MANAGEMENT
– Root Cause Analysis, Kepner & Tregoe Analysis, Ishikawa diagrams.
• Keeping track of IT Assets: CONFIGURATION MANAGEMENT
• Stopping dangerous changes: CHANGE & RELEASE MANAGEMENT
– Impact Analysis and Authorisation before Changes
• Being Customer-Focused: SERVICE LEVEL MANAGEMENT
• Bean-Counting: FINANCIAL MANAGEMENT
– Charge-back to reflect the cost to the Business.
• CAPACITY: Prediction instead of Panic
• AVAILABILITY
– Design for continual up-time
• DR and BCP: IT SERVICE CONTINUITY
– Risk Assessment and Planning
Why implement ITIL-based processes?
Service
ServiceDesk
Desk
Incident
Incident
Problem
Problem
Change
Change
Release
Release
Configuration
Configuration
Configuration
ConfigurationManagement
Management Database
Database(CMDB)
(CMDB)
…or MORE LIKE THIS ?
Service
ServiceDesk
Desk
Incident
Incident
Problem
Problem
Change
Change
Release
Release
Configuration
Configuration
Configuration
ConfigurationManagement
Management Database
Database(CMDB)
(CMDB)
.. Just Some parts of a theoretical CMDB
HARDWARE
USERS INCIDENTS CHANGES
Specification
SOFTWARE
Applications Applications Applications
Location
Licenses
Contracts Hardware Users
Owner
Versions
Incidents Resolutions Equipment
Financials
Software
APPLICATIONS
SLA
O/S Users RELEASES
Applications KNOWN
Equipment Hardware ERRORS Applications
Users
Incidents
INFRASTRUCT Contracts
URE
SOFTWARE PROBLEMS BCP
SERVICES AVAILABILITY
e.g. Oracle Incidents DOCS
Applications STATISTICS
Resolutions
NETWORK
Linkages
DEFINITIVE SOFTWARE LIBRARY DEFINITIVE HARDWARE STORE
Dependancies
Case Study: Understanding Applications and Machines
More Questions ?
Dennis Adams
associates
Dennis Adams
http://www.dennisadams.net 4th October 2006