IT Infrastructure Library (ITIL

)
Part 6 - Conclusion
CONNECTING BUSINESS & TECHNOLOGY

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11/25/2013

Agenda
From ITIL v2 to ITIL v3 EMEA ITIL Survey

CONNECTING

BUSINESS & TECHNOLOGY

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ITIL v3
Official publication : 2007 May 30
Main topic : IT services management processus  IT services lifecycle management processus

25/11/2013
CONNECTING BUSINESS & TECHNOLOGY

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ITIL v3 : new organisation for processes

25/11/2013
CONNECTING BUSINESS & TECHNOLOGY

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ITIL v3 : links between publications 25/11/2013 5 CONNECTING BUSINESS & TECHNOLOGY .

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 CONNECTING BUSINESS & TECHNOLOGY .

ITIL v3 : service relationships 25/11/2013 7 CONNECTING BUSINESS & TECHNOLOGY .

ITIL v3 : service catalogue. service portfolio and SMKS 25/11/2013  Service portfolio  Architectural relationships 8 CONNECTING BUSINESS & TECHNOLOGY .

ITIL v3 : From CMDB to CMS 25/11/2013 9 CONNECTING BUSINESS & TECHNOLOGY .

ITIL v3 : Design (1) Service catalogue management Service level management Capacity management Availability management IT service continuity management Information security management Supplier management 25/11/2013 CONNECTING BUSINESS & TECHNOLOGY 10 .

business requirements. suppliers. contraints). SLAs. service portfolio. document. Service straegy (strategies. service review Activities          Determining SLA frameworks Determine. 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. SIP. business requirements. and configuration management Interfacing with business relationship management ans SLM Service level management    Input : business information. agree requirement for new services and produce SLRs Monitor service performance against SLA Collate. policies.ITIL v3 : Design (2) Service catalogue management    Input : business information. 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 25/11/2013 CONNECTING BUSINESS & TECHNOLOGY 11 . service portfolio/catalogue… Output : service reports. OLAs. SLRs.

capacity and performance reports… Activities :        Business Capacity Management Service Capacity Management Component Capacity Management Underpinning activities : utilization monitoring.ITIL v3 : Design (3) Capacity management    Input : business information. workload information. response time monitoring. tuning. capacity plan. analysis. service and IT information. implementation Threshold management and controldemand management Modellin and trending Application sizing 25/11/2013 CONNECTING BUSINESS & TECHNOLOGY 12 . performance issues… Output : CMIS.

analyse and report. prvious risk analysis…  Output : AMIS. preventive maintenance schedules…  Activities  Reactive activities : monitor. service failure analysis  Proactive activities : identifying VBFs. IT service continuity management  Input : business information…  Output : ITSCM plans. fault tree. planned and prevantive maintenance. analysis. relaibility and maintenability reports. risk analysis and management. business impact information. designing for availibility (from base products to redundancy) . availability. unavailability analysis. measure.ITIL v3 : Design (4) Availability management  Input : service information. availability and recovery design criteria. ITSCM tests…  Activities     Initiation Requirements and strategy Implementation Ongoing operation 25/11/2013 CONNECTING BUSINESS & TECHNOLOGY 13 .

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 25/11/2013 CONNECTING BUSINESS & TECHNOLOGY 14 .ITIL v3 : Design (5) Information security management  Activities  Security controls  Management of security breaches and incidents Supplier management  Output : SCD.

ITIL v3 : Transition (1) Transition Planning and Support Change management Service asset & configuration management Release & deployment management Service & validation testing Evaluation Knowledge management 25/11/2013 CONNECTING BUSINESS & TECHNOLOGY 15 .

Normal changes. Emergency changes 25/11/2013 CONNECTING BUSINESS & TECHNOLOGY 16 . 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. Release package definition and design specification.ITIL v3 : Transition (2) Transition Planning and Support    Input : authorized RFC. Service Design Package. 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.

service package… Output : release & deployment plan. Release package. applications. service notification… Activities      Planning Preparation for build. PO. service model. deployment Build and test Service testing an pilots Plan & Prepare for deployment      Perform transfer. information. systems.ITIL v3 : Transition (3) Service Asset and Configuration Management *   Triggers : RFC. knowledge). service ressource assets (finacial capital. and service requests Activities :      Management and Planning Configuration Identification Configuration Control Status Accounting and Reporting Verification & Audit * Service CIs : Service capability assets (organization. service acceptance criteria Release & Deployment Management    Input : authorized RFC. acquisitions. processes. test. people. service package. data…). deployment and retirement Verify deployment Early life support Review and close a deployment Review and close Service Transition 25/11/2013 CONNECTING BUSINESS & TECHNOLOGY 17 .

releas & deployment plans.ITIL v3 : Transition (4) Service Validation and Testing    Input : service package. acceptance criteria Output : Configuration basline of the testing environment. Service Acceptance Criteria. SLP. 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. 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 25/11/2013 CONNECTING BUSINESS & TECHNOLOGY 18 .

ITIL v3 : Transition (5) Knowledge Management  Activities :     Knowledge management stratégy Knowledge transfer Data and information management Using the service management knowledge system 25/11/2013 CONNECTING BUSINESS & TECHNOLOGY 19 .

ITIL v3 : Operation (1) Event Management Incident Management Request Fulfilment Problem management Access management Common Service Operation activities 25/11/2013 CONNECTING BUSINESS & TECHNOLOGY 20 .

ITIL v3 : Operation (2) 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 25/11/2013 CONNECTING BUSINESS & TECHNOLOGY 21 .

ITIL v3 : Operation (3) 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 25/11/2013 CONNECTING BUSINESS & TECHNOLOGY 22 .

service request.ITIL v3 : Operation (4) Access Management   Input : RFC. 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 25/11/2013 CONNECTING BUSINESS & TECHNOLOGY 23 . 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.

Agenda From ITIL v2 to ITIL v3 EMEA ITIL Survey CONNECTING BUSINESS & TECHNOLOGY 24 .

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 CONNECTING BUSINESS & TECHNOLOGY 25 .Context 11/25/2013 The 2009 “ITIL and Business Performance Management” was targeted at EMEA (Europe.

Five Areas 11/25/2013 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?” CONNECTING BUSINESS & TECHNOLOGY 26 .

CONNECTING BUSINESS & TECHNOLOGY 27 .History and Investment 11/25/2013 The question of investment is important because it’s the first maturity indicator of companies about the best practices ITIL.

9 years in 2008 Since 2007. CONNECTING BUSINESS & TECHNOLOGY 28 . for the most part.5 years in 2009 against 2.History and Investment 11/25/2013 The average time of investment in ITIL is 3. ITIL budgets. have either remained stable or have grown.

the customers’ satisfaction and the degree of formalization of Service Catalogue are indicators of companies’ maturity.Customers and Services 11/25/2013 The IT Departments work for inner customers. CONNECTING BUSINESS & TECHNOLOGY 29 .

30 CONNECTING BUSINESS & TECHNOLOGY COPYRIGHT© .Customers and Services 11/25/2013 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.

Organization and Processes 25/11/2013 The organization of the IT Department and the processes are the basis of ITIL. it’s important to know the feeling of the organization to measure the ITIL development in the company. CONNECTING BUSINESS & TECHNOLOGY 31 . So.

Problem and Change Management ITIL v3 appear with Request Fulfillment Management CONNECTING BUSINESS & TECHNOLOGY 32 .Organization and Processes 25/11/2013 The IT Departments create always a Service Desk to manage their customers. ITIL v2 are quite implemented with Incident.

ISO 20 000 isn’t a priority 33 CONNECTING BUSINESS & TECHNOLOGY COPYRIGHT© .Organization and Processes 25/11/2013 ITIL v3 are more known Some companies implement them As in 2008.

Organization and Processes 25/11/2013 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 CONNECTING BUSINESS & TECHNOLOGY 34 .

Processes are more efficient if they communicate and if the implement is homogenous. the processes of best practices must be thought with a view of industrialization and automation. CONNECTING BUSINESS & TECHNOLOGY 35 .Industrial Integration 11/25/2013 To be efficient.

Industrial Integration 11/25/2013 The automation of the CMDB/CMS is also limited. Problem and Change Management are supported by the CMDB/CMS. CONNECTING BUSINESS & TECHNOLOGY 36 . Only the processes of Incident.

Industrial Integration 11/25/2013 The maturity of ITIL isn’t measured for many companies The measure of the Quality of Service (QoS) is automated for the Incident Management. CONNECTING BUSINESS & TECHNOLOGY 37 .

Industrial Integration 11/25/2013 The Incident/Problem Management is implemented with a homogenous solution The other processes are less implemented but homogeneity is searched 38 CONNECTING BUSINESS & TECHNOLOGY COPYRIGHT© .

Industrial Integration 11/25/2013 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. CONNECTING BUSINESS & TECHNOLOGY 39 .

CONNECTING BUSINESS & TECHNOLOGY 40 .Performance Management 25/11/2013 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.

Performance Management 25/11/2013 The best practices ITIL are seen as a help to realize the IT Department objectives 41 CONNECTING BUSINESS & TECHNOLOGY COPYRIGHT© .

The innovation isn’t integrated in the CSI. CONNECTING BUSINESS & TECHNOLOGY 42 .Performance Management 25/11/2013 It’s still difficult to measure the contribution of these practices about the productivity.

43 CONNECTING BUSINESS & TECHNOLOGY COPYRIGHT© . The Benchmarking. the cost control and the KPI are the most used.Performance Management 25/11/2013 To measure the performance. companies use a combination of indicators or tools.

44 CONNECTING BUSINESS & TECHNOLOGY COPYRIGHT© .Performance Management 25/11/2013 Companies make a effort to verify their control about suppliers They prefer to manage internally their service management tools.

Two possible reasons :  They aren’t known by IT Departments  IT Departments perfer traditionnal solutions to manage the IS 45 CONNECTING BUSINESS & TECHNOLOGY COPYRIGHT© .Performance Management 25/11/2013 The Software as a Service aren’t cited in this survey.

Conclusion 25/11/2013 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 CONNECTING BUSINESS & TECHNOLOGY 46 .

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.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.Contact Contact…Devoteam – Jean-Marc Chevereau Phone …+33 1 41 49 48 48 / +33 6 64 48 96 99 Email ……jchevereau@devoteam. CONNECTING BUSINESS & TECHNOLOGY . date and this copyright notice.

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