COPS 2007

Technology

Program Advanced

Training
Information Technology Service Management
Workshops
and
the Information Technology Infrastructure Library

Richky Mukin
richky@mukin.com
 Session Objectives
• Introduce Information Technology Service Management
(ITSM), a proven approach for managing IT systems

• Introduce the Information Technology Infrastructure Library

(ITIL), a framework and set of global best practices for ITSM

• Provide guidance on effectively managing the services and

solutions that result from your projects

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 Scope
• This is an overview of ITSM, with ITIL
identified as one of the recognized best
practice frameworks

• This is not an ITIL training class

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 ITSM
• A process improvement approach for
managing IT systems centered on the
customer's perspective of IT's contribution
to the business
– Not technology-centered or solution-specific

• Focused on IT operations
– Not focused on development

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 ITSM
• ITSM includes any aspect of the management and
provision of IT services

• ITSM processes ensure that customer requirements

and expectations are met at all times

• Core principle: The provision of quality customer

service

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 ITSM Business Case
• Organizational improvements
– Align IT with business objectives
– Support transition/change management

• Efficiency
– Reduce helpdesk calls

• Risk reduction
– Improve security
– Reduce downtime

• Legal
– Improve compliance

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 ITSM Activities
• Understanding the IT infrastructure

• Documenting customer and business quality targets and

responsibilities in Service Level Agreements (SLAs)

• Assessing customer opinion in feedback and satisfaction surveys

• Having IT personnel regularly take the “customer journey” and

sample the “customer experience”

• Trying always to keep customer interactions as simple and

enjoyable as possible

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 ITSM Best Practices
• Develop IT processes based on their ability to deliver true
business benefit

• Design the roles and processes first and then configure the
technology to support and automate them

• Align these roles and processes to the business, the business

requirements, and the business processes

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 ITSM Frameworks
• The ITIL
• Control objectives for information and related technology (COBIT)
• IBM Tivoli Unified Process (ITUP) and IBM Process Reference Model
for IT
• Microsoft Operations Framework (MOF)

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 ITIL
• Provides best practice guidelines and architectures to ensure
that:
– IT processes are closely aligned to business processes
– IT delivers the correct and appropriate business solutions

• Not a standard, rules, or regulations

– Tools and persons cannot be “ITIL-compliant”

• Processes and organizations can be compliant with ISO 20000,

the ITSM standard

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 Why is ITIL a Library?
• There is no universal solution for the management and
delivery of quality IT services

• Many people have contributed to ITIL

• ITIL is designed to be scalable and flexible to fit any size

organization

• Therefore, each organization must adopt and adapt the

guidelines, principles, and concepts of ITIL

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 ITIL Versions 1 and 2
• ITIL v1 evolved over 10 years and included over 40
books

• ITIL v2 evolved over 5 years and included 7–10 books

– Simplified, condensed, and focused on the best practice
– Focused on service delivery and service support processes

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 ITIL Version 3
• Evolves to a service life cycle view

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 ITIL Version 3
• Published in May 2007
• Centers on business value
• Aligned to ISO/IEC 20000 and other process improvement
methodologies and best practices (e.g., ASL, TCO, eTOM, COBIT,
eSCM, Six Sigma)
• Provides guidance on compliance to regulatory requirements
– Sarbanes-Oxley, Basel II, formal governance models
• Introduces industry- and topic-specific guidance
• Provides implementation guidance
• Includes integrated process maps
• Structured according to IT service life cycle
• Provides better consistency in structure and terminology

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 Service Strategy
• It focuses on the identification of market opportunities for which
services could be developed in order to meet a requirement on the
part of internal or external customers

• The output is a strategy for the design, implementation,

maintenance, and continual improvement of the service as an
organizational capability and a strategic asset

• Service strategy includes:

– Service portfolio management
– Financial management

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 Service Design
• This focuses on the activities that take place in order to
develop the strategy into a design document that addresses
all aspects of the proposed service, as well as the processes
intended to support it

• Service design includes:

– Availability management
– Capacity management
– Continuity management
– Security management

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 Service Transition
• This focuses on the implementation of the output
of the service design activities and the creation of
a production service or modification of an existing
service

• There is an area of overlap between service

transition and service operation

• Service transition includes:

– Change management
– Release management
– Configuration management
– Service knowledge management

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 Service Operations
• This focuses on the activities required to operate the services
and maintain their functionality as defined in the SLAs with
customers

• Service operations includes:

– Incident management
– Problem management
– Request fulfillment
– Event management

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Continual Service Improvement
• This focuses on the ability to provide continual
improvement to the quality of services that the IT
organization delivers to the business

• Continual service improvement includes:

– Service reporting
– Service measurement
– Service-level management

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 When to Use ITIL
• Groups in your organization all insist on doing
IT “their” way

• The same terms mean different things

• There is process or tool duplication

• You want a good starting point for IT process

improvement

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 Getting Started With ITIL

• Assess service delivery and support capability

levels

• Define service catalog

• Define contracts/SLAs

• Manage system development

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Service Delivery and Support Capability Levels
1.0 Prerequisites
– Interest exists
1.5 Management intent
– Policy statements are defined
– Procedures are defined
– Business objectives are
communicated
2.0 Process capability
– Responsibilities are assigned
– Activities are defined
2.5 Internal integration
– Service delivery and support are
connected
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3.0 Products
– Reports are produced regularly
3.5 Quality control
– Reports are reviewed and
verified
– Standards are defined
4.0 Management information
– Management has information to
make decisions
4.5 External integration
– All IT service management
processes are connected
5.0 Customer interface
– Customer’s needs are being met
 Service Catalog
Name Service hours
– E-mail – 24x7

Status User requirements

– Production – Standard configuration

Description Service initiation

– Microsoft Exchange – Intranet

Standard/optional Service support

features – Service desk
– Send/receive e-mail
Standard/optional costs
Delivery scope – $50/month
– Enterprise-wide
Service targets
Delivery channels – 99.9% availability,
– Desktop, BlackBerry 2-hour response

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 SLAs
Support
Overview – Requesting service
Service description – Hours of coverage
– Scope – Response times
– Assumptions – Prioritization
– Escalation
Roles and
responsibilities Maintenance and
– Parties
service changes
– Service provider Pricing
responsibilities
Reporting, reviewing,
– Customer responsibilities
and auditing

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 Manage System Development
Requirements Operate
• Service Portfolio Management • Incident Management
• Requirements Engineering • Request Fulfillment
• Event Management
Design
• Access Management
• Data Management
• Service Asset and Configuration
Build Management
• Validation and Testing
Optimize
Deploy • Service-level Management
• Change Management • Service Catalog
• Release and Deployment Management • Improvement Process
• Transition Planning
• Validation and Testing
• Service Asset and Configuration
Management

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 Summary
• ITSM is a proven approach for managing IT systems

• ITIL is a framework and set of global best practices

for ITSM

• Begin using ITSM/ITIL for:

– IT assessments
– Service catalogs
– Contracts/SLAs
– System development

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