Dennis Adams associates Management and Infrastructure SIG Meeting

Beginners Guide to ITIL - help or hindrance?
Can it help me? What are the pitfalls?

Dennis Adams 4th October 2006

Introduction
‡ Why we are doing this « (Target Audience)
± Confused by what ITIL is? ± Heard the buzz-words, but not sure of the substance? ± Scared by the prospect of being inundated with too much processes, so that your teams are unable to get any work done?

‡ These are all typical reactions from technical leaders and managers when faced with the ITIL ³hype´. ‡ The purpose of this presentation is to introduce what ITIL is really about, and take away the mystery. ‡ Explain and Justify PROCESS to TECHNICAL Audience.

³ITIL for Dummies´ ?

Topics to Cover ‡ What is ITIL ? ‡ What do we mean by a ³Process Approach´ to the world as a different way of looking at how we work together ? ‡ What are the main Processes within ITIL ? ‡ What some of the main Processes look like in more Detail ‡ The importance of the Configuration Management Database (CMDB) ‡ Conclusions: Don¶t ³Implement ITIL?´ (!?) ‡ Time for Questions« .

facilities and people that provides a capability to satisfy a stated management need or objective.The ITIL definition of IT ³Service´ . hardware.´ Dictionary of IT Service Management .is this helpful ?? ³An integrated composite that consists of a number of components such as management processes. software.

Think of MANAGING IT as PROVIDING a SERVICE BUSINESS SERVICE DELIVERY IT SERVICE SERVICE SUPPORT Align IT services with the needs of the Business Improve the Quality of the Service Reduce the long-term costs .

we no longer think in terms of individual technical teams ³doing their own thing´. Rather we think in terms of the overall goal which should be directed to the main goals of the organization. .Think in terms of PROCESSES rather than SKILLS Functional Organization Process Approach Using a Process Approach.

‡ A British Standard (BS 15000) certification (BS 25000 to come). ‡ Linked to ISO 9000 Quality Certification. Patent and Trademark Office ‡ ITIL revision 3 is currently being written. . and a Registered Community Trade Mark of the Office of Government Commerce.What is ITIL? ‡ ITIL = ³Information Technology Infrastructure Library´ ‡ A Library of Processes books outlining ³good practice´ for managing IT Infrastructure.S. ‡ ITIL IS A NON-PRESCRIPTIVE REFERENCE ‡ ITIL® is a Registered Trade Mark. and is Registered in the U. ‡ A set of ready-made ³how to´ references.

An Analogy: Remember Development Methodologies? Hobby craft developer Quick and Dirty Prototype Waterfall Structured and User Develop Design Design ment Method Anarchy ? JFDI ? Paralysis of Analysis ? Development Methodologies define Ways of Working to ensure that we do things in a Repeatable. Professional manner. .

PRINCE 2 (Projects) DEVELOPMENT Initiate Design ITIL (Infrastructure) PRODUCTION Document the Configuration New Application Releases Infrastructures Changes Build Identify root-cause of Problems Resolve Customer Incidents Service Desk / Help Desk Test Deploy .

The ITIL Library of Process Books ICT Infrastructure Management Security Management The Business Perspective Service Delivery Application Management Service Support Planning to Implement Service Management Key: ³CORE ITIL´ Main Volumes Supplementary Volumes .

Service Level Management IT Financial Management ‡ ‡ ‡ Service Support Service Desk Incident Management Problem Management ‡ ‡ ‡ ‡ ‡ Change Management Release Management Configuration Management User Support Control Processes .The Core ITIL Books: IT Service Management Service Delivery ‡ ‡ ‡ Capacity Management Availability Management IT Service Continuity Management.

EXAMPLE: Process to manage CHANGE Request for Change Change Review Log RFC Inform Users Assess Priority Approval Impact Analysis Change Scheduling Categorize Testing Plans .

‡ CAPACITY PLAN SERVICE CAPACITY MANAGEMENT ‡ What are the existing requirements? ‡ Are we meeting SLAs? ‡ How well are we utilising existing resources today? RESOURCE CAPACITY MANAGEMENT ‡ How well are we using existing technology? ‡ Are we using each component appropriately? ‡ What future technologies could be better? .EXAMPLE: What is CAPACITY PLANNING ? BUSINESS CAPACITY MANAGEMENT ‡ Future Service requirements from the Business ‡ Future Capacity from the Business ‡ Resource Requirements in future.

EXAMPLE: The activities in CAPACITY PLANNING Resource Utilisation Service Level Thresholds Service Level Exceptions Resource Utilisation Exceptions Business Strategy Monitoring Analysis Tuning Implementation IT Strategy IT Business Plan Ensuring we can meet our SLAs Business Planning .

Kepner & Tregoe Analysis. CAPACITY: Prediction instead of Panic AVAILABILITY ± Design for continual up-time DR and BCP: IT SERVICE CONTINUITY ± Risk Assessment and Planning . Monitoring and escalation on behalf of customers. 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.Some Best Practices in the ITIL Library ‡ ‡ ‡ ‡ ‡ ‡ ‡ ‡ ‡ ‡ How to get the best benefit from a SERVICE DESK ± Single point of contact. A systematic way of managing INCIDENTS: ± Log / Classify / Investigate / Diagnose / Resolution Being Pro-Active: PROBLEM MANAGEMENT ± Root Cause Analysis.

‡ Cost reduction . ‡ Professionalism / Clear points of contact with external organisations and stakeholders. .Standardising ³how you do things´ can simplify and reduce costs. ‡ Being based on a ³best practice´ approach means that you do not have to reinvent the wheel. ‡ Introducing clear processes should enable the company to grow and/or bring on more staff more easily.Why implement ITIL-based processes? ‡ ITIL emphasises that IT should be seen as a service to the business. ‡ ITIL could be (part of) a Quality Management strategy to improve the quality of the IT Service for the business.

The BEST WAY to Implement ITIL Service Management? Service Desk Incident Problem Change Release Configuration Configuration Management Database (CMDB) .

«or MORE LIKE THIS ? Service Desk Incident Problem Change Release Configuration Configuration Management Database (CMDB) .

..g. Oracle NETWORK Linkages Dependancies DEFINITIVE SOFTWARE LIBRARY DEFINITIVE HARDWARE STORE SERVICES Applications AVAILABILITY STATISTICS Users Hardware SLA Applications Users Contracts KNOWN ERRORS Incidents RELEASES Applications USERS SOFTWARE Licenses Versions Applications Contracts Incidents INCIDENTS Applications Hardware Resolutions CHANGES Applications Users Equipment PROBLEMS Incidents Resolutions BCP DOCS . Just Some parts of a theoretical CMDB HARDWARE Specification Location Owner Financials Software APPLICATIONS O/S Equipment INFRASTRUCT URE SOFTWARE e.

Case Study: Understanding Applications and Machines Data Collection Processes Hardware in Data Centre New Equipment Purchasing Server Naming Configuration Management: Naming Conventions Applications on machines Change Control: Usage of Machine Release Management: Applications Application Listing Objective: Impact Analysis of Applications <=> Machines .

‡ DON¶T ³IMPLEMENT ITIL´ ± ITIL is a Framework of Best Practices. . not a Prescriptive Manual ± Use what is useful. when and where it is useful. ± ITIL should never been seen as an end in itself. ± Configuration Management Database (CMDB) ‡ Remember that the objective is to document and implement repeatable processes in order to make the organisation more efficient and/or more responsive to customers. ‡ Remember that any IT Process will only work if the participants have the right data in the right place at the right time.Pitfalls and Warnings ‡ ³Organisations should not be over ambitious when implementing Service Management´ (IT Service Management ³Little ITIL´).

it is ³common sense´ ± Looks good on the CV ± Gives you a common ³vocabulary´ for discussing how things are done ± Emphasises ³customer focus´ and ³process´ ± 40 questions multiple-choice. ‡ Keep asking ³what is the business benefit ?´ . ± Everyone should benefit from simplified and clearer ways of doing things. ‡ Consider the ITIL Foundation Exam ± For most IT Infrastructure Professionals. pass mark is 25.Some Recommendations ‡ See ITIL processes as a way of standardising what is already done / should be already done.

itilcommunity.uk ‡ Pink Elephant Consultancy: http://www.com ‡ Dennis Adams Associates: http://www.itil.com ‡ Square Mile Systems: http://www.uk ‡ TSO (The Stationery Office): http://www.com ‡ ITIL Toolkit: http://www.itil-toolkit.com ‡ Interactive Forum: http://www. http://www.com ‡ Key Skills Training: http://www.Further Useful Information ‡ OGC Home Page for ITIL: http://www.get-best-practice.aspx ‡ IT Service Management Forum (itSMF): http://www.dennisadams.net .co.squaremilesystems.org.uk http://www.ksl.itiltraining.itsmf.uk/itilProducts.pinkelephant.co.tso.co.co.

Processes. ‡ Can you implement ³parts´ of ITIL and ignore the rest? ± Yes. ± Remember that to make processes succeed you need appropriate data. Operational Tools.Questions? ‡ Is ITIL a panacea for all IT Infrastructure Management challenges? ± It never claims to be ! ± It is a set of good practice processes to be used as a ³toolkit´ ± ITIL itself speaks about: ‡ Process / Product / People. which should include: ‡ Metrics. . Standards. ± Implement ITIL as part of a Strategic Cultural change in the organisation.

Dennis Adams associates More Questions ? .

net Dennis Adams 4th October 2006 .dennisadams.Dennis Adams associates Management and Infrastructure SIG Meeting Beginners Guide to ITIL .help or hindrance? Can it help me? What are the pitfalls? http://www.