Professional Documents
Culture Documents
ITIL Basics
A. Purpose & Objectives
B. Glossary of Terms
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Part 1 Purpose & Objectives
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What is ITIL?
ITIL Defined:
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Improving IT Service
Through Process Maturity
• Define and document best practice processes that are:
• Unified
• Consistent
• Repeatable
• Supported by clear definitions of roles and responsibilities
• Integrated with related processes
• Establish IT-business partnership
• Service level objectives/agreements
• Clearly defined single points of contact for customer engagement
• Process and data management automation
• Performance tracking against process Critical Success Factors
• Continuous process improvement
• Service quality reporting
• Decisions supported by analysis of costs and benefits
• Results tracked
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The ITIL Value Proposition
Defined best practice processes with a good supporting IT service management toolset
yields tremendous benefits in quality, cost, efficiency and customer satisfaction.
Benefits are derived as depicted below.
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ITIL History
8
ITIL Tenets
• Service Orientation
• Business Alignment
• Single Points of Contact
• Defined, Documented, Interrelated Processes
• Coordinated Repositories
• Clear Roles & Responsibility
• Performance Measurement
• Continuous Service Improvement
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Defining Service
• Service
A means of delivering value to customers by facilitating outcomes customers want
to achieve without the ownership of specific costs and risks
• Service Provider
Provides IT services to a customer within a business
• Service Management
A set of specialized organizational capabilities for providing value to customers in
the form of services
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Key Roles throughout Service Lifecycle
• Service Owner
• Process
• Process Owner
• Functions
• Role
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ITIL Lifecycle
ITIL has been adopted by more than 95% of Fortune 1000 companies
IT Operations
Management
Function
Application
Knowledge Management
Management
Supplier Management Evaluation Function
Technical
Service Validation Management
Service Catalog Mgmt
and Testing Function
Information Security Request Fulfillment
Management Transition Planning
Business Relationship
and Support Event Management
Management IT Service Continuity
Management
Strategy Management Release and Access Management
Deployment Mgmt
Demand Management Capacity Management Problem Management
Service Asset and
Service Portfolio Mgmt Availability Management Configuration Mgmt Incident Management
Financial Management Service Level Mgmt Change Management Service Desk Function
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ITIL Lifecycle
IT Operations
Process improvement priorities differ based on an Management Function
Financial Management Service Level Mgmt Change Management Service Desk Function
Legend: Core Stability /Consolidation Process ITaaS Critical Process Process Function
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Service Strategy Snapshot
Understand
the competition Strategy Management Satisfaction
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Service Strategy – The Processes
• Business Relationship Management
• Strategy Management
• Financial Management
– Budgeting
– Accounting
– Charging
• Service Portfolio Management
– Manage the complete set of services offered (Service Portfolio)
• Future, current & retires service offerings
• Demand Management
– Control risk (too much capacity creates cost without creating value)
– Patterns of business activity
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Service Design Snapshot
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Service Design – The Processes
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Service Transition Snapshot
Purpose Goals Objectives Scope
Manage Plan
Service Transition
Enable resources
Deliver Service
change or Build
Design Package to
integration
Service Operations Minimize
impact Test
Proper use
Implement Ensure of services Retire
Services the service
can be used Review
Clear plans
Close
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Service Transition – The Processes
• Change Management
• Service Asset & Configuration Management (SACM)
• Release and Deployment Management
• Knowledge Management
• Service Evaluation
• Service Validation and Testing
• Transition Planning
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Service Operation Snapshot
Processes
Manage Event
Deliver
Management
Service Operation
Applications
Incident
Users Management
Access
Management
20
Important Service Operation Concepts
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Service Operation – The Processes
• Event Management
• Incident Management
• Request Fulfillment
• Problem Management
• Access Management
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Service Operation – Functions
• Service Desk
• Technical Management
• IT Operations Management
– IT Operations Control
– Facilities Management
• Application Management
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Service Operation
Service Operation
Problem
Management
Function Incident
· Service Desk Management
· Technical Management
· IT Operations Management
· Application Management Event Management
Processes
· Event Management User Service Desk
· Incident Management
· Problem Management
· Access Management
· Request Fulfillment
Technical
Management
IT Operations
Management
Application
Management
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Continual Service Improvement
Goals and Objectives Scope
Alignment to
Identify and implement Business needs
activities to improve Customer satisfaction
service quality
Maturity
Quality
management methods
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Questions & Answers
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Appendix
Service Level Management Deep Dive
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Appendix Contents
28
Service Level Management
External
UCs Service
Supporting
Service Services
Portfolio & Providers
Service Level
Management
Catalog
SIPs
Service
SLAs
Reports
Internal
OLA Supporting
Service
s
Providers Services
Service
Reports Services
Customers
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From Business Need to Service Offering
The service life cycle includes identifying business needs, mapping to existing
service and technology capabilities, developing new services, and finally delivering
services at agreed levels
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Defining Business Facing Service Levels
Business Service Agreement Service Level Infrastructure
Service Catalog
Develop Service
SLA Develop Operating
Level Agreements/
Level Agreements
Objectives
Implement
Expand to Measure
Other Services & Report Expand to Measure
Other Services & Report
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Example IT Service Model
Business
Services
CRM Manufacturing R&D
Sales and
Marketing …
Desktops, Laptops, Monitors Desktop Services
Services
Instant Mobile
E-mail
Messaging Messaging Service Offerings
Service
Service Service
IT
Infrastructure Web BlackBerry
Service Offerings
Outlook
Components Services Services
MS Exchange
Apache BBIS BBES Applications
Server
Database
OSS Hosting Services
Windows VMware ITSCM
V-hosts Server ESX
Server H/W Services
Services
P-hosts
…
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Service Portfolio Management
• Definition
The dynamic method for governing and
managing service management investments
for value. The Service Portfolio describes
services in terms of business value.
• Purpose
To maximize the return on IT service
investments, while maintaining an
acceptable level of risk.
• Scope
– Service Pipeline
– Service Catalog
– Retired Services
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Service Portfolio Management
The Project Portfolio The applications or updates to The Service Portfolio Management
Management (PPM) applications that result from (SPM) process monitors and
process tracks and the PPM projects are manages the lifecycle of services,
manages the lifecycle packaged as services or considering the business value
of IT projects. service components by SPM. provided. Examples of services are
Business “Electronic Messaging”, “Desktop
Strategy Support”, “Data Warehousing and
Service Business Intelligence”, and
Strategy “Human Resources”.
Project Service
Portfolio Portfolio
Management Management
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Service Catalog Management
• Definition
The process that ensures that a Service Catalog is produced and maintained,
containing accurate information on all operational services and those services that
are being transitioned to operational status.
• Purpose
To provide a single source of
consistent information on all
of the agreed services, and
ensure that it is widely
available to those who are
approved to access it.
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Elements of a
Best Practices Service Catalog
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Glossary of Service Management Key
Terms
37
Key Terms in Service Level Management
• Operational Level Agreement (OLA)
An agreement between an IT service provider and another part of the same organization. An OLA supports the
IT service provider's delivery of IT services to customers. The OLA defines the goods or services to be provided
and the responsibilities of both parties. See also Service Level Agreement.
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Key Terms in Service Level Management
• Service Level Package (SLP)
A defined level of utility and warranty for a particular Service Package. Each SLP is designed to meet the needs of
a particular pattern of business activity.
• SMART
An acronym for helping to remember that targets in Service Level Agreements (and Project Plans) should be
Specific, Measurable, Achievable, Relevant and Timely.
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Key Terms in Configuration Management
Configuration Item (CI):
• Any component that needs to be managed in order to deliver an IT service.
– CIs typically include IT Services, hardware, software, buildings, people, and formal documentation.
– CI information is stored in a CMDB and is under the control of Change Management
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Other Key Terms
• Access
The level and scope of the functionality of a service or data that a user is allowed to use.
• Event
A change of state that has significance for the management of a Configuration Item or an IT Service. This term
also is used to mean Alert or notification created by any IT Service, Configuration Item or Monitoring tool.
• Identity
A unique name that is used to identify a User, person or Role. The Identity is used to grant Rights to that User,
person or Roles.
• Rights
Entitlements, or permissions, granted to a User or Role. Rights would include the Right to modify certain data, or
to authorize a change.
• Service Request
A request from a user for information, advice, a standard change or access to a service. Examples include
password resets and provisioning standard IT services to a new user. Service Requests do not require an RFC.
• Standard Change
A pre-approved change that is low risk, relatively common and follows a procedure. RFCs are not required to
implement a Standard Change and they are logged and tracked using a different mechanism, such as a Service
Request.
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Using ITIL Framework
for Cloud Projects
Carl A Winchester
carl.a.winchester@accenture.com
Carl A Winchester
carl.a.winchester@accenture.com
Database-as-a-Service:
Transforming the
IT Service Delivery Model
for the State of Texas
Business Needs . . .
I need to increase my citizen services access, I need to consolidate and standardize technologies
including via mobile technology
I need to roll out new citizen services, I need to upgrade and replace old technologies
but my budget continues to be reduced
I need to automate and simplify the deployment
I need to respond quickly to changes of new IT capabilities
in demand form business users
I need a more efficient, cost-effective, and secure I need a secure and highly available architecture
way to collaborate with other agencies
Employee productivity is bogged down by I need increased agility while lowering the cost of IT
slow and outdated applications
Why Database-as-a-Service?
On Demand, Self-Service
Provisioning • Faster Time to Value, Business Agility
Standard Technologies
& Best Practices • Higher Reliability, Simplification, better Support
Lessons
Challenges DBaaS Benefits
Learned
Legislative Mandate to consolidate Simplified, consolidated, shared Plan for Migration from legacy
and reduce IT Costs Database Environment Infrastructure process & tools
New database, Updates, Upgrades No Capex, lower cost, better Service catalog alignment with
requests can take weeks to fill. support. business needs
INFORMATION
360-
Federal EFT State/Local
degree State Data
Data Financials Financial
view of Model
integration data model Data Model
the citizen
* Partial List
Application
• Workload characteristics
Operation • Standards,
• Access
Information
• Integration
Resource Allocation/Organizational Structure • Security
Service Development Framework Technology Infrastructure
Service Management Framework • Deployment Models
Workflow & Repository (i.e. Consumer • Capacity
accounts) • Availability
• Security and Audit
Platform-as-a-Service
Database-as-a-Svc
Texas Agencies BI-as-a-Svc
SICAM-as-a-Svc
GIS-as-a-Svc
Security, Compliance, and Governance
IDM-as-a-Svc
Performance, Availability, & Elasticity
Infrastructure-as-a-Service Incident Response & Event Management
Business Partners
Virtualization & Isolation
UNIX-as-a-Svc
System & Change Management
Provisioning, Metering & Chargeback
Service Portfolio Management
IT / SDLC IT Front Office IT Back Office
Processor Cores 1 2 4 8 16
Memory 2 8 16 32 64
Data Files H/A DB Files Mirror Dual Dual Dual Triple Triple
DBaaS Service Access (Business Availability) 8x5 24x5 24x7 24x7 24x7
Database Deployment Shared OS; VM Shared OS; VM Shared / Ded OS; VM Shared / Ded OS; VM Shared / Ded OS; VM
Database Isolation Instance; Schema; PDB Instance; Schema; PDB Instance; Schema; PDB Instance; PDB Instance; PDB
Data Security/Privacy Access Control / Disk, Network, Tape Encryption / Masking / Authentication / Authorization / Audit
Database Version 10g, 11g, 12c 10g, 11g, 12c 11g, 12c 11g, 12c 11g, 12c
Operating System Windows, OEL, Solaris Windows, OEL, Solaris OEL, Solaris OEL, Solaris OEL, Solaris
DB DB DB DB
DB DB DB Container
O/S O/S Zone Zone PDB PDB
O/S
VM VM Solaris
PDB PDB
Management / ILOM
Oracle HTTP / WS-*
Oracle Active Data Guard Service Interfaces
Load Balanced
Load Balanced
Redo Transport
Exadata Storage Server X2-2 (Sun Fire X4270 M2) DBaaS Service Management
Local HA Oracle 11gR2 Database Exadata Storage Server X2-2 (Sun Fire X4270 M2) DBaaS Service Management
NET0 ILOM Oracle EM Grid Control
Software Management / ILOM
DB RAC ILOM NET0
Oracle EM Agent
ILOM
ILOM
DBaaS Service Management Repository
NET1 NET3
DBaaS Service Management Repository
NET2
ILOM NET0 Oracle EM
ILOM
Oracle ASM NET0
NET1
NET0
NET2
NET3
ILOM
Management Repository Oracle Active Data Guard
Redo Transport
NET1
NET0 ILOM Oracle 11gR2 Database
NET3
Software
Oracle Exadata Storage ILOM
NET1
NET2
NET0
ILOM
NET0
DR Replication Network
NET3
Software NET0 NET2
NET0 ILOM
ILOM
DBaaS Server and Storage Resource Pool DBaaS DR Server and Storage Resource Pool
NET1
InfiniBand ILOM NET2
NET3
NET0
Server Resource Scalability
InfiniBand Storage Resource Scalability Exadata X2-2 Full Rack Exadata Storage
Network Oracle RMAN Network NET0
NET0
NET1
NET2
ILOM
NET3
Exadata X2-2 Full Rack
3 Frames IB Interconnect
Exadata Storage Expansion 3 Frames IB Interconnect Expansion Frame
ILOM Frame IB Interconnect IB Interconnect
NET0 ILOM
ILOM NET1 NET3 Oracle Active Data Guard
NET2 NET0
Redo Transport
NET0 ILOM
Local HA Oracle 11gR2 Database
NET0 Software
DB RAC
Oracle EM Agent
ILOM NET0
NET0 CLuster Oracle 11g RAC
DBaaS Backup Tier DBaaS Backup Tier DBaaS Backup Tier DBaaS Backup Tier
Supplier Knowledge
DIR, SI
Cloud Service
Development
Cloud Cloud Business
Operations Cloud IT Operations
Cloud Consumer
Consumers Portal Cloud
Security
Cloud Services
Cloud Infrastructure
• Present services
Nominate • Technical
Plan • POC
Migrate • Coordinate DNS
and value
• Select/Submit
discovery &
• Personalized • Test • Migrate data with
Switchover
proposition assessment of • Validate
request for New existing Oracle migration plan & tools
DBaaS tenant DB footprint scheduling • Follow migration
account • Assign resources methodology
Business Acceptance
Justification Standard WBS
Plan
Support
1
Service & Operations Management Workgroup
Carol Bentley
Change Management Process Owner
2
Service & Operations Management Workgroup
Why is Change Management Important?
- The Change Management process is used to plan and manage
changes to the IT Infrastructure or any aspect of IT services to promote
business benefit while minimizing the risk to services.
3
Service & Operations Management Workgroup
What We Were
4
Service & Operations Management Workgroup
How Are We Getting There?
- Setting expectations
Documenting processes and responsibilities
Common terms and definitions
- Focus on Planning
Increasing required lead time on Changes
Producing 30, 60, 90 day Change Calendars
Shared Business Calendar of maintenance windows, cluster
requests for limits on Change
- Vetting and approval of requested Changes
Cluster Change Managers participating in EO Change Review
meetings
Pilot CAB EC meetings
5
Service & Operations Management Workgroup
How Are We Getting There? (continued)
- Improving communication with customers and ITS peers regarding
Change
End user notifications
Cluster notifications: cluster change managers, cluster
management
Service Desk notifications
- Training/Knowledge share
ITSM Team providing additional classes on Change
Management
Video training
Cluster Change Managers sharing information and experiences
as clusters are on-boarded to ITSM
Weekly Change Management process discussions at Pilot CAB
EC meetings
6
Service & Operations Management Workgroup
Change Management
Benefits Realized
6
Service & Operations Management Workgroup
Azim Ahmed
Service Catalog Development
7
Service & Operations Management Workgroup
ITIL Service Catalog:
8
Service & Operations Management Workgroup
ITS Service Catalog Journey:
Agency A
Standards/Scope
Agency B
Shared
Value and Risk
Service
Costs
Agency C Levels/Requests
Agency D
Clear Strategy
People (Team Focused on Business)
Executive Commitment (Resources)
Execution
10
Service & Operations Management Workgroup
Steve Spalten
Director End-User Services
11
Service & Operations Management Workgroup
Problem Management
Primary Objectives
12
Service & Operations Management Workgroup
Scope
Activities include:
13
Service & Operations Management Workgroup
RCA
5 Why’s
The vehicle will not start. (the problem)
89
Service & Operations Management Workgroup
Service & Operations Management Work Group