2. ITIL® AND SERVICE MANAGEMENT
Office of Government Commerce (OGC)
Information Technology Infrastructure Library (ITIL)
The ITIL Core (5 publications)
The ITIL Complementary Guidance
ITIL
Set of best practices, NOT pure process, NOT a framework
ITIL History
1989, ITIL v1, 30 volumes
2001, ITIL v2, 8 volumes
2007, ITIL v3, 5 volumes, 26 processes and functions
2009, ITIL v2 withdrawn
Certifications
Foundation Intermediate Expert Master
4. OBJECTIVES OF SERVICE MANAGEMENT
Service Strategy
Design, develop and implement service management as a strategic asset
and assisting growth of the organization
Service Design
Convert the strategic objectives defined during Service Strategy into
Services and Service Portfolios; Design of IT Services
Service Transition
The primary objective of Service Transition is the development and
improvement of capabilities for transitioning new and modified services into
operation.
Service Operation
The Service Operation lifecycle phase is primarily focused on the
management of IT Services that ensures effectiveness and efficiency in
delivery and support.
Continual Service Improvement
Continual Service Improvement is the phase that binds all the other
elements of the Service Lifecycle together and ensures that both the
services and the capabilities for providing them continually improves and
matures.
5. SERVICE STRATEGY: THE FOUR PS
Perspective
• Vision
• Direction
Position
• Decision to adopt
a well-defined
stance
Plans
• Means of
transitioning from
‘as is’ to ‘to be’
Patterns
• Decisions and
actions over time
6. ITIL® V3 SERVICE LIFECYCLE MODEL
Service
Strategy
Financial IT Mgt
Demand Mgt
Service Portfolio Mgt
Service Design
Capacity Mgt
Availability Mgt
Continuity Mgt
Service Level Mgt
Service Catalogue Mgt
Information Security
Mgt
Supplier Mgt
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 Operation
Incident Mgt
Problem Mgt
Access Mgt
Request Fulfillment Mgt
Event Mgt
Service Desk Function
IT Operations Mgt Function
Application Mgt Function
Technical Mgt Function
PROCESS
FUNCTIONS
ELEMENTS, VOLUME
S
Technica
l Support
Group
7. SERVICE, PROCESS, FUNCTION
Service
A means of delivering value to customers by facilitating outcomes customers
want to achieve without the ownership of specific costs or risks.
Process
A set of coordinated activities combining and implementing resources and
capabilities in order to produce an outcome and provide value to customers
or stakeholders.
Function
A team or group of tools they use to carry out one or more Processes or
Activities. Functions provide units of organization responsible for specific
outcomes.
Capability
The ability of an Organization, person, Process, Application, Configuration
Item or IT Service to carry out an Activity.
Capabilities are intangible Assets of an Organization.
System
A system is a group of interacting, interrelated, or interdependent
components that form a unified whole, operating together for a common
purpose.
ITIL v2 ITIL v3
How? Why?
9. MANAGEMENT AND LIFECYCLE
Lifecycle
The natural process of stages that an organism or inanimate object goes
through as it matures. (THEY CAN OVERLAP, they are not separate, nor are
the phases necessarily carried out in a particular order)
Service Management
A set of specialized organizational capabilities for providing value to
customers in the form of services. The capabilities take the form of functions
and processes for managing services over a lifecycle
Service Management Lifecycle
An approach to IT Service Management that emphasizes the importance of
coordination and Control across the various Functions, Processes, and
Systems necessary to manage the full Lifecycle of IT Services
Application Management (Program)
The Function responsible for managing Applications (=software) throughout
their Lifecycle
SERVICE Development Lifecycle (SDLC, Software Service DLC)
Is a structure imposed to provide service to clients (There is no worldwide
definition!)
ITIL v2 ITIL v3
How? Why?
11. LIFECYCLES: CONFUSION OF TERMS
ITIL PMI
Software [Development] Process =
Software [Development] Lifecycle
(SDLC)
A software development
process is a structure imposed on the
development of a software product.
SERVICE [Development] Lifecycle
12. ITIL VS. RUP: MIXTURE OF “PHASE” USAGE
Requirem
ents
Design
Build
Deploy
Operate
Optimize
Business
modeling
Requirem
ents
Design
Implement
ation
Test
Deployme
nt
Engineering Disciplines of RUP
SDLC
Phases of ITIL® v3 Application
Management Lifecycle
Transition Phase
Construction Phase
Elaboration Phase
Inception PhaseService Strategy
Service Design
Service Transition
Service Operation
Continual Service Improvement
ITIL V3 SERVICE LIFE CYCLE
ELEMENTS
RUP PROJECT LIFE CYCLE
PHASES
13. REQUIREMENTS project phase
Monitoring & Controlling
Initiating
Plannin
g
Executin
g
Closin
g
DESIGN project phase
Monitoring & Controlling
Initiating
Plannin
g
Executin
g
Closin
g
CODING, TESTING, DEPLOYMENT project
phasesMonitoring & Controlling
Initiating
Plannin
g
Executin
g
Closin
g
TURNOVER TO OPERATION project phase
Monitoring & Controlling
Initiating
Plannin
g
Executin
g
Closin
g
PMBOOK® 4
PROJECT MANAGEMENT
LIFE CYCLE &
PROJECT LIFE CYCLE
15. SERVICE DEVELOPMENT LIFECYCLE (SDLC)
Feasibility study
Analysis
Design
Testing
Implementation
Evaluation
Maintenance
16. EVENT MANAGEMENT
Active monitoring tools that poll key CIs to
determine their status and availability. Any
exceptions will generate an alert that needs to
be communicated to the appropriate tool or
team for action
Passive monitoring tools that detect and
correlate operational alerts or communications
generated by CIs.
17. IT OPERATIONS MANAGEMENT
Operations control
Console management
Job scheduling
Backup and restore
Print and output management
Maintenance activities on behalf of Technical or
Application Management teams
Facilities management
Data Centers
Recovery Sites
Consolidation
Contracts
18. SERVICE OPERATION FUNCTIONS
Service Desk
Function
Technical Support
Groups
Technical
Function
IT Operations
Function
Application
Management
Function
19. SERVICE OPERATION
Service Desk
Function
Technical Support
Groups
Event Management
Incident Management
Problem Management
Request Fulfillment
Access Management
IT Operations Management Function
Application Management Function
Technical Management Function
20. ITIL® V3 SERVICE LIFECYCLE MODEL
Service
Strategy
Financial IT Mgt
Demand Mgt
Service Portfolio Mgt
Service Design
Capacity Mgt
Availability Mgt
Continuity Mgt
Service Level Mgt
Service Catalogue Mgt
Information Security
Mgt
Supplier Mgt
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 Operation
Incident Mgt
Problem Mgt
Access Mgt
Request Fulfillment Mgt
Event Mgt
Service Desk Function
IT Operations Mgt Function
Application Mgt Function
Technical Mgt Function
PROCESS
FUNCTIONS
ELEMENTS, VOLUME
S
Technica
l Support
Group
The following public frameworks and standards are relevant to service management:ISO/IEC 20000ISO/IEC 27001Capability Maturity Model Integration (CMMI®) Control Objectives for Information and related Technology (COBIT®) Projects in Controlled Environments (PRINCE2®) Project Management Body of Knowledge (PMBOK®) Management of Risk (M_o_R®) eSourcing Capability Model for Service Providers (eSCM-SP™) Telecom Operations Map (eTOM®) Six Sigma™.
ITIL v2:-Service Delivery-Service SupportContinual Service Improvement (CSI)Processes:1. Service Level Management2. Service Measurement and Reporting3. Continual Service Improvement
• How should we design for availability, capacity and continuity of services?• How can we respond to and manage incidents, problems and known errors?• Why does a customer need this service?• Why should the customer purchase services from us?• Why should we provide (x) levels of availability, capacity and continuity?
• How should we design for availability, capacity and continuity of services?• How can we respond to and manage incidents, problems and known errors?• Why does a customer need this service?• Why should the customer purchase services from us?• Why should we provide (x) levels of availability, capacity and continuity?
RUP:Threesupporting disciplines-Environment discipline -Configuration and Change management discipline-Project management disciplineHowever, this discipline of the RUP does not attempt to cover all aspects of project management. For example, it does not cover issues such as:Managing people: hiring, training, etc.Managing budget: defining, allocating, etc.Managing contracts: with suppliers, with customers, etc.Six Best Practices-Develop iteratively -Manage requirements -Use components -Model visually-Verify quality-Control changes
ITIL v2:-Service Delivery-Service SupportContinual Service Improvement (CSI)Processes:1. Service Level Management2. Service Measurement and Reporting3. Continual Service Improvement