ITIL & eHealth

An Introduction to Information

Infrastructures Library


Course Objectives
Provide a high level overview of ITIL Introduce basic terminology & concepts

Course Outline
Introduction Service Lifecycle Service Strategy Service Design Service Transition Service Operation Continual Service Improvement Review

Miscellaneous 3 hours One break Washrooms Coffee Cell phones Handout .


Why & Where The Information Technology Infrastructure Library (ITIL) is a set of concepts & policies for managing information technology. infrastructure.asp . development & operations ITIL® is the most widely accepted approach to IT service management in the world  ITIL provides a cohesive set of best drawn from the public & private sectors internationally http://www.ITIL .itil-officialsite.

V3 A best practice framework  An approach that has been proven  Not a recipe .The Library ITIL is a set of books  1st published by the UK gov’t in the late 1980’s  Publicly available & now universally accepted  V1. V2.

Process. Practices & Procedures . PRINCE2 Applied Framework LOVEM Organizational Policies.Where Does Best Practice Fit? What should we do? Standard How should we do it? How should we do it in a particular context? How should we do it in our organization ? BS 15000/ISO20000 Best Practice ITIL.

the companies that win in the long term have the best practices” Peter Drucker (“Father of Modern Management”) .“Most companies have good people.

The Need for ITIL ITIL evolved to solve issues such as Lengthy support wait times Unreliable application availability Break-change-break cycle Inconsistent & unreactive customer support Over-promising & under-delivering Current resources failing to meet business demands & too expensive .

Value of ITIL Business  Strategic alignment  Derive greater value – ROI Management  Clarifies services & expectation  Provides a base line to measure services Staff  Understand roles & accountabilities  Clarifies priorities .

Why Should eHealth Adopt ITIL? Increased customer satisfaction Improved service availability  Leads to increased business profits & revenue Financial savings  Reduced rework & lost time  Improved resource management & usage Improved time to market for new services Improved decision making Common & consistent language .

Preparing for the Future In the next 10 years. it is projected that more than ½ of business expenses will be IT related Companies that gain control of these expenses will have a competitive advantage .

ITIL Success Stories Rogers in Toronto Bank of Montreal Johnson & Johnson Pharmaceuticals Safeway Best Buy / Future Shop .

Complementary Practices CMMI (Capability Maturity Model Integration) PRINCE2 (Projects in Controlled Environments) Six Sigma ISO/IEC 20000 COBIT Others… .

ITIL V3 Certification .

com/  Cost NOT covered by eHealth .ITIL Certification & eHealth eHealth has promoted the ITIL Foundation program & certification eHealth will cover the cost of the Foundation exam  Requires Manager approval  Forward approval to  CTS will schedule the exam Exam prep courses are available online  Example: http://www.bwyze.mindmuze.

ITIL & eHealth eHealth is committed to the implementation of ITIL best practices Senior management has declared ITIL a priority practice ITIL is a journey & over the next few years we will design & apply. the near future will bring significant change that will impact many of us . then maintain best practices Although some processes have been in place for some time.

ITIL & eHealth (continued) A new position has been created for ITIL process implementation eHealth employees to receive ITIL training  Minimum 1/2 day overview .

ITIL & You Area specific questions may be directed to your manager .


Lifecycle Overview .

Service A means of delivering value to customers by facilitating outcomes customers want to achieve without the ownership of specific costs & risks .

Examples of eHealth Services Service Desk Work Order Management Tech Services Database Administration Account Management Desktop Management Application Development Training .

IT Service Management A set of specialized organizational capabilities for providing VALUE to customers in the form of services Resources Valuable Services .

Service Lifecycle ITIL V3 focuses on the way that service management components are linked The Service Lifecycle is a model that illustrates these components & the relationships between them 5 stages in the lifecycle .

Lifecycle Overview .

The Five Stages Continual Service Improvement Service Strategy Policy making & setting objectives Learning & improving Service Design Service Transition Service Operation Adjustment & change .

Stages Analogy – New Hospital .

Stages Analogy – New Hospital SERVICE STRATEGY Initial planning Will there be a demand for this service? How will it be funded? Where will it be located? What is the time frame? Who will build it? .

Stages Analogy – New Hospital SERVICE DESIGN What will the capacity be? What services will be offered? What are the associated costs? What service levels will need to be met? What supplier agreements need to be place? .

Stages Analogy – New Hospital SERVICE TRANSITION Construction phase How will traffic be diverted? How will changes be communicated to the public & other stakeholders? What determines when the hospital is ready? .

Stages Analogy – New Hospital SERVICE OPERATION Day to day activity of the hospital Availability for patients Staffing Customer service Billing .

Stages Analogy – New Hospital CONTINUAL SERVICE IMPROVEMENT Analyze reports Which areas need improvement? Implement corrective actions .

Process A structured set of activities designed to accomplish a specific objective Transforms inputs into outputs Inputs Activities Outputs Process .

quality. cost.Process Characteristics Measurable – performance driven. duration. productivity Deliver a specific result that is individually identifiable & measurable Deliver results to a customer or stakeholder (internal or external) Respond to a specific event – traceable to a single trigger .

Processes & People People can play multiple roles within various processes while having one job Each process in the ITIL lifecycle has one Process Owner Process A Process B Process C .

Review Which is NOT a stage in the Service Lifecycle? a) Service Design b) Service Optimization c) Service Transition d) Continual Service Improvement .

Review ITIL is best described as a: a) Best practice b) Standard c) Process d) Policy .

b) They support external Customers. d) They are specific to a particular job. . c) They eliminate the impact of a Problem.Review Which statement is true for ALL processes? a) They are measurable.

change to Customers. business solutions to .Review Which statement is correct for all IT services? a) They deliver b) They deliver c) They deliver d) They deliver Customers. costs to Customers. value to Customers.


Service Strategy Stage .

development & implementation of service management  How do we create value for our customers?  How should we define service quality?  What services should we offer?  How do we differentiate ourselves from competition?  How do we allocate resources? .Service Strategy Overview Provides guidance in the design.

Service Strategy “Phones” of Tomorrow ? Service strategy will shape the future of cell phones .

Service Strategy Value Service strategy begins with the customer’s desired outcomes Customers don’t buy products. they buy the satisfaction of particular needs What the customer values is often different from what the service provider thinks it provides CS .

Service Strategy Listen to the Customer! .

Service Strategy Utility & Warranty UTILITY “Fit for purpose” What the customer gets (ensures usefulness) WARRANTY + “Fit for use” How it is delivered (ensures it works) = VALUE Utility & Warranty are key to understanding the customer’s perspective of value .

Service Strategy Buying a Car UTILITY How am I going to use this car? How will this car improve my life? What am I going to get from this car? WARRANTY What’s the guarantee on the transmission? What’s the bumper-to bumper guarantee? Is road side assistance included? Other Stages .

Service Strategy Resources & Capabilities RESOURCES Raw materials Money Infrastructure Applications Information People CAPABILITIES Skills Management Organization Processes Knowledge People Organizations use resource & capability assets to create value in the form of goods & services Other Stages .

Service Strategy Service Portfolio Complete set of services managed by a Service Provider  Why should a customer buy these Services?  Why should they buy these Services from us?  What are the pricing or chargeback models?  What are our strengths. priorities & risks?  How should our resources & capabilities be allocated? . weaknesses.

Service Strategy Service Level Package (SLP) A defined level of Utility & Warranty Each SLP is designed to meet the needs of a particular business activity Cust 1 SLP Service A Service B Cust 2 SLP Cust 3 SLP Service A Cust 4 SLP Service B Service C Service C Service C Core Services Service Portfolio (complet e set of services) .

Service Strategy Main Activities Define the market Develop offering Develop strategic assets Prepare execution .

Service Strategy Key Processes Service Portfolio Management Demand Management Financial Management Other Stages .

Service Strategy Service Portfolio Management Service Pipeline (Proposed or in development) Published to customers Service Catalogue (Live or available for deployment) Service Portfolio (complet e set of services) Retired Services .

Service Strategy

Demand Management
Understand & influence customer demand for IT services Provide capacity to meet demand


Customer Demand

Service Strategy

Financial Management
Budgeting Accounting Charging requirements


The Business / Customers

Service Strategy



Resources & Constraints

Service Level Packages

Service Portfolio


Service Design Stage .

Service Design A fool with a “A common mistake that people tool is still make when trying to design a fool! something completely foolproof is to underestimate the ingenuity of complete fools.” Douglas Adams (author Hitchhiker’s Guide to the Galaxy) .

processes. policies.Service Design Overview The design of new or changed services for introduction into the live environment Includes architectures. documentation Functionality Performance .

Service Design The 4 P’s People Products Processes Partners Other Stages .

Service Design Five Aspects Service solutions Service Portfolio Technology architectures & mgmt systems Processes Measurement methods & metrics  If you can’t measure it. you can’t manage it .

Service Design Service Design Package (SDP) A document that defines all aspects of an IT service & its requirements Produced for each  New service  Major change  Service retirement .

Service Design Key Processes Service Catalogue Management Service Level Management Availability Management Capacity Management IT Service Continuity Management Information Security Management Supplier Management .

Service Design Service Catalogue Management Service Pipeline (Proposed or in development) Published to customers Service Catalogue (Live or available for deployment) Service Portfolio (complet e set of services) Retired Services CSM .

Service Design Service Level Management Responsible for negotiating Service Level Agreements & ensuring that these are met Service Level Agreement  Between an IT Service Provider & a Customer  Describes the IT Service. documents service level targets. responsibilities of Provider & Customer Operational Level Agreement  Between an IT Service Provider & another part of the same business Underpinning Contract  Agreement between an IT Provider & 3rd party supplier CSM .

tools & staff roles are appropriate for the agreed targets . processes.Service Design Availability Management Ensure services are available when needed Ensure IT infrastructure.

Service Design Capacity Management Match capacity of IT to the agreed business demands in a cost effective & timely manner Current & future needs .

Service Design IT Service Continuity Management Ensures that agreed service levels can be resumed in event of a disaster .

Service Design Information Security Management Manage IT security risks Confidentiality – information is available only to those who have a right to know Integrity – information is complete & accurate Availability – info is available when needed .

Service Design

Supplier Management
Obtain value for money from suppliers Ensure suppliers meet the targets contained within their contracts

Service Design

Service Design Processes


Service Design

“Good design is the most important way to differentiate ourselves from our competitors.” Samsung Electronics CEO Yun Jong Yong

Requirements The Business / Customers Service Strategy Strategies Policies Resources & Constraints Service Level Packages Service Design Solution Designs Architectures Standards Service Design Packages Service Portfolio .

ii)All parts are published to Customers. a) i only b) ii only c) Both of the above d) Neither of the above .Review Which statement(s) are correct with regards to the Service Portfolio? i) It includes live & retired services.

d) Customers are assured of certain service levels. . c) The service is fit for purpose. b) Problems are fixed free of charge.Review What does “Warranty” of a service mean? a) There will very few Problems with the service.

Review An organization uses Resources & Capabilities to create value in the form of… a) utility & warranty. c) people & products. . d) goods & services. b) functionality & performance.

Review Which is NOT one of the 5 aspects of Service Design? a) Design of b) Design of c) Design of d) Design of metrics processes solutions functions measurement methods & .

Review What is the main objective of Availability Management? a) Ensure that service availability matches the agreed levels b) Report on the availability of services c) Guarantee service availability d) Ensure that all targets in the Service Level Agreements are met .

Review Setting policies & objectives is the primary concern of which lifecycle stage? a) Service b) Service c) Service d) Service Operation Strategy Design Transition .

Review The purpose of Service Catalogue Management is… a) To provide information to the business b) To provide up to date. accurate information c) To print copies of the Service Catalogue d) To provide information to IT staff .

Review Who negotiates Service Level Agreements within eHealth? a) Service Desk Analysts b) Director of Operations c) Chief Executive Officer d) Customer Service Managers .


Service Transition Stage .

quality & time estimates Minimal impact on production Proper use of the services Align transition plans with the business Service Design Package Transition Operation .Service Transition Overview CONTROLLED transition of new & changed IT services into operation Predicted cost.

Service Transition Key Processes Change Management Service Asset & Configuration Management Release & Deployment Management Transition Planning & Support Service Validation & Testing Evaluation Knowledge Mgmt .

Testing & Evaluation Knowledge Management .Service Transition Processes Overview Oversee management of organization & stakeholder change Service Transition Planning & Support Service Validation.

Service Transition Change Management Ensure change happens in a controlled manner Record Evaluate Authorize Prioritize Plan Test Implement Document CAB .

Service Transition Service Asset & Configuration Mgmt Track & report the value & ownership of IT assets Maintain information about IT components. including the relationships between them .

documentation) Configuration Management Database (CMDB)  Stores configuration records about the attributes of CI’s (including relationships) Serial # Model # Location eHeal . software. hardware. buildings.Service Transition Service Asset & Configuration Mgmt Configuration Item (CI)  IT component (services. people.

Service Transition Service Asset & Configuration Mgmt Configuration Management System (CMS) Provides reliable. quick. & easy access to accurate configuration information & is updated as & when changes are implemented HR Database Asset Database CMS Interface Known Error Database Incident Control System CMDB SD .

Service Transition Release & Deployment Management Ensure the correct components are released into the live environment Plan & oversee the rollout Definitive Media Library (DML)  One or more locations in which approved versions of software Configuration Items are securely stored  Only software from the DML is acceptable for use in a release .

Service Transition Interconnection Change Management Record Change Request Assess Change Approve/Reject Change Coordinate Change Implementation Review Change Close Change Release & deploy New/changed CI’s Configuration Management Reports & Audits Identify Affected Items Update Records Capture Baselines Audit Items Check Records Updated Configuration Management System (CMS) .

manage & control the risks of failure & disruption across transition activities Can improve a service provider’s ability to handle high volumes of change & releases T2P .Service Transition Transition Planning & Support Plan & coordinate resources to ensure that the requirement of Service Strategy encoded in Service Design are effectively realized in Service Operations Identify.

security. etc .Service Transition Service Validation & Testing Provides objective evidence that the new/changed service supports the business requirements including the agreed Service Level Agreements The service is tested against the utilities & warranties set out in the service design package  Functionality. continuity. availability.

Service Transition Evaluation Ensures the service will be useful to the business & will continue to be relevant Addresses  Relevance of service design  Transition approach  Suitability of the new/changed service for the actual operational environments .

Service Transition Knowledge Management Ensures that the right person has the right knowledge at the right time to deliver & support the services required by the business Service Knowledge Mgmt System (SKMS)  Encloses huge quantity of data that constitutes knowledge  Supported by CMS & CMDB but is much broader Better knowledge = better decisions .

Service Transition

Knowledge Management
Service Knowledge Management System (SKMS)

Configuration Management System (CMS)

Service Knowledge Management System (SKMS)
Configuration Management Databases (CMDB)

Service Transition

Service Transition within eHealth
 Change management in the form of change control  Service Transition - transition planning & support (formerly T2P)

Working on
 CMDB  Knowledge Management


The Business / Customers

Service Strategy



Resources & Constraints

Service Level Packages

Service Design

Solution Designs



Service Design Packages

Service Portfolio

Service Transition

Transition Plans

Tested Solutions

Service Knowledge Management System


Service Operation Stage .

technology & infrastructure that support the services Only stage that actually delivers value to the customer Great design is worth little if it cannot be delivered .Service Operation Overview Deliver agreed levels of service to users Manage applications.

Responsiveness Reactive vs. Cost Stability vs. Business View Quality vs. Proactive IT Reactive Stability Quality View ResponsBusiness Proactive Cost iveness View .Service Operation Balancing Act IT vs.

Service Operation Common Activities Server Management Network Management Storage & Archive Database Administration Account Management Desktop Management Internet / Web Management .

Service Operation Key Processes Incident Management Request Fulfillment Problem Management Event Management Access Management .

Service Operation Incident Management Incident .an unplanned interruption or a reduction in the quality of an IT Service  Printer in ER is not working  User cannot log in to a clinical system Purpose of Incident Management is to  Restore normal service as quickly as possible  Minimize adverse impact on business operations .

Service Operation Incident Management Incidents are  Categorized .who should work on them  Prioritized (P1-P4) .impact + urgency Incidents that cannot be resolved within service level parameters are escalated  Technical support +/or mgmt A tool is essential to record & manage Incident information  eHealth uses Service Desk Express .

a user request for information. or a Standard Change Request fulfillment deals with these requests Can include self service solutions All requests should be logged & tracked  eHealth uses Service Desk Express . advice.Service Operation Request Fulfillment Service request .

workarounds & resolutions .Service Operation Problem Management Problem .root cause of one or more Incidents Problem management includes  Diagnosing causes of Incidents  Determining resolution  Ensuring the resolution is implemented (where appropriate)  Maintaining information about Problems.

Service Operation Problem Management Workaround – reducing or eliminating the impact of an Incident/Problem for which a full resolution is not yet available Known Error – a Problem that has a documented root cause & a workaround Known Error Database – database containing all the Known Error records .

Service Operation Incident & Problem Management Incident Management – restoring service Problem Management – root cause .

Service Operation Incident & Problem Scenario Custome r Service Desk Analyst Can’t print & calls the Service Desk 1) Creates ticket & classifies it as an Incident 2) Checks the Known Error Database but does not find a match 3) Troubleshoots without success 4) Changes default printer so that customer can print to another printer (workaround) 5) Closes the Incident 6) Creates a Problem record & relates the Incident to it .

Service Operation Incident & Problem Scenario L2 Support 1) Investigates the printer Problem & finds that a patch is required from the vendor 2) Documents root cause & workaround in Known Error Database .

Service Operation Incident & Problem Scenario Custome r Service Desk Analyst Can’t print to same printer & calls the Service Desk 1) Creates ticket & classifies it as an Incident 2) Sees that this is a Known Error & immediately applies the workaround 3) Relates the Incident to the Problem record 4) Closes the Incident .

Service Operation Incident & Problem Scenario PATCH RECEIVED FROM VENDOR Patch is applied to the printer & tested Affected customers are notified that they can now use the printer Problem record is closed .

Problem or change or simply be logged Response may be automated or require manual intervention .Service Operation Event Alert or notification created by any IT service  Something not functioning properly  Routine intervention  Normal activity May lead to an Incident.

Service Operation Event Management Provides the ability to  Detect events  Make sense of them  Determine if the appropriate control action has been provided .

Service Operation Access Management Make sure that the policies & actions defined in Security & Availability Management are executed appropriately  Grant access to services  Log & track access  Remove/modify rights .

teams . groups.Service Operation Function Specialized organizational units Carry out one or more processes or activities Include people & tools  Departments.

testing. etc. implement & maintain a stable technical infrastructure  Support & maintain operational applications  Play an important role in the design. & improvement of applications that form part of IT Services . recovery sites.) Technical & Application Management  Plan.Service Operation Functions within Service Operation Service Desk  Single point of contact for IT users  Deal with a variety of service events IT Operations Management  Daily operational activities needed to manage the IT Infrastructure (data centers.

Service Operation Functions within Service Operation .


The Business / Customers

Service Strategy



Resources & Constraints

Service Level Packages

Service Design

Solution Designs



Service Design Packages

Service Portfolio

Service Transition

Transition Plans

Tested Solutions

Service Knowledge Management System

Service Operation

Operational Plans

Operational Services

Where could a Service Desk analyst look to see which servers are undergoing maintenance? Agreement a) Service Level b) Configuration Management Database c) Service Design Package d) Known Error Database

What is usually NOT an activity of the Service Desk? a) Handling service requests b) Handling customer complaints c) Tracing the underlying cause of Incidents d) Providing information on products & services

Review How does Problem Management support Service Desk activities? a) It resolves serious Incidents b) It makes information on a Known Error available to the Service Desk c) It studies all Incidents resolved by the Service Desk d) It communicates the resolution directly to the user .

Review Which of the following is NOT an objective of Service Operation? a) Thorough testing to ensure services meet business needs b) Deliver & manage IT services c) Manage technology used to deliver services d) Monitor performance of technology & processes .

Review Incident Management provides value to the business by… a) helping to control infrastructure costs of adding new technology. b) enabling users to resolve Problems. d) helping to align people & process for the delivery of service. c) reducing the impact of service outages. .

the underlying cause of the Problem is known . with a Problem there is not d) In the case of a Known Error.Review What is the difference between a Problem & a Known Error? a) A Known Error is always the result of an Incident. there is a fault in the infrastructure. a Problem is not b) There is no real difference between them c) In the case of a Known Error.

Review Which of the following statements are correct with regards to the Service Desk? i) It is a function that provides a means of communication between IT & its users. a) i only b) ii only c) Both of the above d) Neither of the above . ii) It is always the owner of the Incident Mgmt process.

tested & implemented in a controlled manner.Review The objective of the Change Management process is most accurately described as… a) Ensuring that all Changes to IT infrastructure are managed efficiently & effectively. . c) Ensuring that all Changes are recorded. d) Protecting services by not allowing Changes to be made. b) Ensuring that all Changes have appropriate backout plans in the event of failure. managed.

Review Which tool does eHealth use to record & manage Incident information? a) Clarity b) Service Desk Express c) EDIS d) RIS/PACS .


Continual Service Improvement Stage .

CSI needs to become routine  Not just when something has failed . introduction & operation of services  Continually align & re-align IT services to the changing business needs To be successful.Continual Service Improvement Overview Create & maintain value for customers through continual evaluation & improvement  Better design.

Continual Service Improvement S rv eSStrategy e ic Service trategy Febc edak : Lsos es n La e e rn d Febc edak : Lsos es n La e e rn d Service Design S rv eD s n e ic e ig Febc edak : Lso es La e e rn d Febc edak : Lsos esn La e e rn d Service Transition S rv eT n itio e ic ra s n Service Operation Febc ed ak : Lsos esn La e e rn d S rv eO e tio e ic p ra n Continual Service Improvement C n u l S rv eIm ro e e t o tin a e ic p v mn A tiv sinth S rv eL c c c itie e e ic ife y le .

Continual Service Improvement CSI Model HOW DO WE KEEP THE MOMENTUM GOING? Where do we want to be or What is the Vision? Where are we now? High Level Business Objectives & Goals Process Maturity & Baseline Assessments Measurable Targets Process/Service Improvement Metrics & Measurements Where do we want to be? How do we get where we want to be? How do we know we made it there? .

Edwards Deming Father of modern quality control American statistician & professor Significant contribution to Japan’s high-quality products & economic power Proposed the Deming Cycle for quality improvement 1900 . W.1993 .Continual Service Improvement Dr.

Continual Service Improvement Deming Cycle Plan .Audit Act . ISO 20000 or Quality Standards Time .New Actions Maturity Level ACT PLAN CHEC K DO Business IT Alignm ent Effective Quality Improvement Consolidation of the Level Reached i.Project Check .e.Project Plan Do .

Continual Service Improvement Service Improvement Plan (SIP) A formal plan to implement improvements to a process or IT Service .

Continual Service Improvement Key Processes 7-Step Improvement Process Service Measurement Service Reporting .

Continual Service Improvement 7-Step Improvement Process Identify • Vision • Goals 1 Define what should be measured 7 Implement corrective action 2 Goals Define what you can measure 6 Present & use the info 3 5 Analyze data Gather data 4 Process Data .

Continual Service Improvement Service Measurement There are 4 basic reasons to measure: VALIDATE previous decisions DIRECT activities to meet targets JUSTIFY that a course of action is required INTERVENE & take corrective action .

Continual Service Improvement Service Reporting Present relevant data to the business: Past period’s performance Events that continue to be a threat going forward How IT intends to deal with such threats .

Requirements The Business / Customers Service Strategy Strategies Policies Resources & Constraints Service Level Packages Service Design Solution Designs Architectures Standards Service Design Packages Service Portfolio Service Transition Transition Plans Tested Solutions Service Knowledge Management System Service Operation Operational Plans Operational Services Continual Service Improvement Improvement Actions & Plans .


Review Handout 15 minutes .

Fill in the Blanks Problem Service Design Package event Capabilities utility Service Level Agreement workaround function Definitive Media Library Incident .

partners List 3 reasons why eHealth should adopt ITIL.  Increased customer satisfaction  Improved service availability  Financial savings  Improved time to market for new services  Improved decision making  Common & consistent language . products.Short Answer What are the 4 P’s of Service Design?  People. processes.

Published to customer s Service Catalogue (Live or available for deployment) Service Portfolio (complete set of services) .Short Answer Draw a diagram that illustrates the relationship between the Service Portfolio & the Service Catalogue.

.  Incident Mgmt is concerned with restoration of service while Problem Mgmt is concerned with root cause. Provide an example that illustrates the difference between utility & warranty.Short Answer Explain the main difference between Incident Management & Problem Management.

Matching C D A C B B E D B A .

Matching B C A C B E D C C D .

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