IT Infrastructure Library (ITIL)

Part 1 - Introduction
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11/25/2013

Devoteam, acteur n1 de lITSM en Europe

Groupe Devoteam : CA 450M (2008) et 4500 consultants, prsents dans 25 pays Une practice ddie lITSM (CA 70M en 2008, 600 consultants) prsente dans 12 pays en Europe Une offre complte : Consulting ITIL, Expertise, Projets dintgration, TMA Outils, Support Logiciels/Solutions 1er partenaire BMC en EMEA, 1er partenaire HP en France, 1er partenaire CA en France En France : 300 consultants, 400 projets mens par an

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CIO Priorities
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Rank your top priority for 2009-2010

Develop a partnership with business Propagate processes and tools across the organisation Fully integrate ITSM tools for better end-to-end performance Measure and improve performance of business processes Link ITSM with quality (ISO, Lean 6 Sigma...) 8% 15% 19% 25% 29%

A European wide survey conducted in 2008 by Devoteam Group, whereby the results were obtained from large IT organisations.

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Agenda
Quality, processes, roles ITIL overview Definitions

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Service and Quality

IT-service : the total management (maintenance and exploitation) of the ITinfrastructure.
Products : are developed by the supplier and the customer cant change much about the quality of the product. De customer judges the product by specific criteria like colours, size etc. (objective) Services : based on interaction with the customer. Services cant be judged previously, but only when the are provided. The quality of a service is depending on the way the supplier and customer manage their relation.

Quality : the level of the service judged by the customer based on demands and expectations. Quality is the fitness for use.
Business-IT alignment : matching/adjusting the policy of the IT-service provider to the policy of the customer organisation.
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Quality
Deming quality-circle
Turning direction of the wheel

Quality improvement

D C

2 3

1 4

P A

Quality assurance

ITIL ISO-900X

Quality care 1 Plan 2 Do 3 Check 4 Act

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Culture of organisations
IMPROVISATION Unique situations Immediate action Do something Trial and error ROUTINE Repetitive Familiar Continuous Automatic PROCESSING Cyclic Structured Especially designed Managed

Culture : the way of life of a group of people in a organisation, based on behaviours, beliefs, values, and symbols that they accept, generally without thinking about them, and that are passed along by communication.

PROJECTS Temporary One time only Defined purpose

Dedicated organization

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Process
A process is the execution of all activities, necessary to achieve a predefined result. A process is cyclic, and constantly improving. (Plan, Do, Check, Maintain) A process does not change, unless the mission changes.

Standard

Policy

Measure / Control

Activities
Input Output

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Management of processes

Where do we want to be?

Vision and targets

Where are we now?

Assessment

How can we get where we want to be?

Adjust the processes

How do we know we have arrived?

Metrics

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Definition of working with processes

Working with processes : the solution to get from a taskoriented (departmental) organization to a comprehensive entity, that combines tasks and aims them at a specified result.

A process regulates the transfer of responsibilities, and guarantees progress.

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Advantages of working in processes

Overview of work at hand and status Improved efficiency, higher productivity Result tangible and predictable Knowledge and skills optimally applied Learning curve for organisation Transfer of tasks easier New activities easily adopted Lower impact of human error

....structured quality improvement.......

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Disadvantages of working in processes

Change from current situation

Requires discipline
Risk for bureaucracy Overhead during start-up (and processmaintenance)
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Processus & Outils

Example of Processus Technology synergy : GPS (source Forrester)

Fragmented information Results based on skills and integrating capabilities of people

Integrated information on a graphical screen

Accelerator : a shared design of processes and tools

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Theory and practice

In theory there is no difference between theory and practice.
In practice there is always a difference.

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Agenda
Quality, processes, roles ITIL overview Definitions

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Introduction ITIL
Information Technology Infrastructure Library ITIL is a methodology describing the design and implementation of processes for IT-management, based on best practices
ITIL is focused on effective en efficient managing of IT-services ITIL is a set of books
Documentation of best practice for IT Service Management (ie Management of Services to meet the Customers requirements) Series of books giving guidance on the provision of quality IT services, and on the accommodation and environmental facilities needed to support IT

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History
From 90s
CCTA (Central Computer and Telecommunications Agency), a UK governement agency, developped a framework to optimize IT management. The main goal is to adapt IT processes and organizations to business needs and to increase the IT value for enterprises. ITIL define the whole of IT processes to improve the quality of management and the whole of best practices.

Who develop ITIL ?

OGC = Office of Government Commerce ITSMF = IT Service Management Forum BSI = British Standards institute ISEB = Information System Examination Board EXIN = EXamination INstitute
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Organisation Service Management

How Organisation

How
Organisation processes Why IT Services How

Why
Why

Service Management

Business IT-alignment

ITIL

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IT - Infrastructure
IT-Infrastructure is the whole set of : - technological components - system- and application-software - documentation - procedures needed to realise one or more IT services

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ITIL and processes

ITIL describes a consistent framework of IT activities
ITIL helps to identify and describe the processes in an (IT) organisation

ITIL helps to translate the processes into procedures, working instructions, organisationand role-profiles

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The ITSM VISION: Align IT with the Business

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Customer Services are more customer focused, agreements about the quality of services improve the relationship Services are better described Quality and costs of IT-services are manageable. The costumer can decide. Communication will be improved by agreements of contacts.

IT-Department IT Service is more aimed on business goals. Management is able to adjust and manage the IT organization Changes are better under control A clear frame of reference for internal communication, standardizations en recognition of procedures

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New series : 6 principale elements (1)

Service Support (2001) Service Delivery (2001) Planning to Implement Service Management (2002)
explains the steps necessary to identify how an organisation might expect to benefit from ITIL, and how to set about reaping those benefits

ICT Infrastructure Management (2002)

Network Service Management, Operations Management, Management of Local Processors, Computer Installation and Acceptance, Systems Management.

Applications Management (2002)

Software Development Lifecycle, Software Lifecycle Support, Testing of IT Services. More detail on Business Change

The Business Perspective (2002)

IT service provision, Business Continuity Management, Partnerships and Outsourcing, Surviving Change and Transformation of business practices through radical change.

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Service Support & Service Delivery

Service Support Service Delivery

Service desk Incident Management Problem management Configuration management Change management Release Management

Service Level Management Availability Management Capacity Management IT Service Continuity

Management Financial Management

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Code of practice for IT Service Management

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Service support process model

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Service delivery process model

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Agenda
Quality, processes, roles ITIL overview Definitions

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Definition (1)
Service Desk
The single point of contact within the IT organisation for users of IT services

Incident
Any event that is no part of standard operation of a srvice and that causes, or may causes, an interruption to, or a reduction in, the quality of that service

Incident Control
The process of identifying, recording, classifying and progressing incidents until affected services return to normal operation

Problem
Unknown underlying cause of one or more Incidents

Problem Management
Process that minimizes the effect on customer(s) of defects in services and within the infrastructure, human errors and external events
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Definition (2)
Configuration baseline
Configuration of a product or a system established at a specific point of time, wich captures both the structure and details of that product or system to be rebuilt at a later date.

Configuration Control
Activities comprising the control of Changes to Configuration Items after normally establishing its configuration documents. It includes the evaluation, coordination, approval or rejection of Changes. The implementation of Changes includes changes, deviations, and waivers that impact on the configuration.

Configuration Item
Component of an infrastructure or an Item, such as a Request for Change, associated with an infrastructure that is (or is to be) under the control of Configuration Management. CIs may vary widely in complexity, size and type, from an entire system (including all hardware, software and documentation) to a single module or a minor hardware component.

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Definition (3)
Configuration Management
The process of identifying and defining configuration Items in a system, recording and reporting the status of configuration items and request for change, and verifying the completness and correctness of Configuration Items.

Change
The addition, modification or removal of approved, supported or baselined hardware, network, software, application, environment, system, desktop build or associated documentation.

Change Control
The procedure to ensure that all Changes are controlled, including the submission, analysis, decision making, approval, implementation, and post implementation of the Change.

Change Management
Process of controlling Changes to the infrastructure or any aspect of services, in a controlled manner, enabling approved Changes with minimum disruption.

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Definition (4)
Release
A collection of new and/or changed Cis wich are tested and introduced into the live environment together.

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Contact
ContactDevoteam Jean-Marc Chevereau Phone +33 1 41 48 48 48 / +33 6 64 48 96 99 Email jchevereau@devoteam.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.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, date and this copyright notice.

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