IT service Management ITIL v3 Processes and Functions ranging from ITIL Life cycle, Incident, Problem and Change Management, Service Desk, Application Management

1. Introduction to ITIL v3

2. Agenda
Part 1
• Introduction to ITIL & ITSM
• ITIL Lifecycle overview
• Service Strategy
• Service Design
• Service transition
Part 2
• Service Operation
• Processes & Functions
• Continual Service
Improvement
• Summary

3. ITIL
• Information Technology Infrastructure Library
• A set of best practice
• Owned by Office of Government Commerce - OGC
• Worldwide de facto approach for IT Service
Management
• Adopted and/or adapted
• People - Process - Products - Partners -
• ISO 20000

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

5. Before ITIL

6. After ITIL
• Customer satisfaction
• Improved availability = business profits
• Management
• Clarifies services & expectation
• Provides a base line to measure services
• Improved decision making and optimized risk
• Staff
• Clear roles & Responsibility
• Clarifies priorities

7. Service
• A means of delivering value to customers
 Fulfills one or more of the customer’s needs
 Supports customers business objective
• Examples
1. Service Desk
2. IT Services
3. Database Administration
4. Application Development

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

9. Process Characteristics
• Measurable
• Deliver a specific result
• Deliver results to a customer or stakeholder (internal
or external)
• Respond to a specific event

10. Process & 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

11. ITSM
• ITSM = Information Technology Service Management
• ITSM is a set of processes
• Service Support and Service Delivery processes aligned to meet the
needs of the business with an appropriate mix of
People - Process - Products - Partners -

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

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

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

15. The Service Lifecycle

16. Service Strategy
• 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?

17. Value
Functionality offered by
a Product or Service to
meet a particular need
A promise or guarantee
that a product or
Service will meet its
agreed requirements.

19. 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?

20. 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

21. Key Processes
• Service Portfolio Management
• Demand Management
• Financial Management

22. Business Relationship Management
• Customer centric activities
• Constant communication with customer
• Helps to know the improvements & future scope for
business
• Usually the First Point of contact for the customer
especially for buy-in

24. Service Design
“Good design is the most important way to
differentiate ourselves from our competitors.”
- Yun Jong Yong
(Samsung Electronics CEO)

25. Key Processes
• Availability Management
• Capacity Management
• ITSCM
• Supplier Management
• Service Level Management
• Information Security Management
• Service Catalogue Management

26. Availability
• Ability of a Configuration Item or IT Service to perform
its agreed Function when required.
(AST-DT) X 100
Availability = ------------------------ %
AST
(AST = Agreed Service Time & DT = Downtime)

27. Availability Management
Availability Management = Ensure IT is working as
agreed

28. Show Time!!! (Availability is Important)

29. Service Level Management
Service Level Management = Negotiate & Agree Service
Levels with client
Business Context
IT Provider
Internal IT Provider
IT Organizations
Network
Operating
...
HWOLA
UC
IT
customer SLA
External Provider
Service
Portfolio

30. Things you find in SLA
Service
Description
Hours of
operation
User Response
times
Incident
Response times
Resolution times
Availability &
Continuity targets
Customer
Responsibilities
Critical
operational
periods
Change Response
Times

31. Service Portfolio Vs Service Catalogue
Service Catalogue Management = Services Ready
to Use
SPM = How to bundle/package the services

32. IT Service Continuity Management
• To create & manage IT service continuity & recovery
plans
• To reduce potential disaster occurrence
• To negotiate & manage necessary contracts with 3rd
parties
• Balance SLAs & Cost factors while planning for service
continuity
ITSCM= Recover from disaster as per agreed & applicable SLA

33. Show Time!!! (Disaster Management)

34. Information Security Management
• To prevent Unauthorized Access (& allow Authorized
Access)
• To provide effective security measures at Strategic,
Tactical & Operational organizational Levels
• To enable organization to do a business “Safely”
• To comply with Security Requirements as per SLA
ISM = Protect your Data & Information

35. Show Time!!! (Security adoption)

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

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

38. 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
What is the main objective of Availability
Management?

39. a) Service Desk Analysts
b) Director of Operations
c) Chief Executive Officer
d) Service Level Manager
Who negotiates Service Level Agreements?

41. Service Transition
• CONTROLLED transition of new & changed IT services
into operation
IT Service OperationTransition

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

43. Service Asset & Configuration Mgmt.
• Track & report the value & ownership of IT assets
• Maintain information about Configuration Items(CI)
Types of CIs
SACM = Know what you have

44. Change Management
• Change is the process of moving from one defined
state to another
• Ensure change happens in a controlled manner
Change Management = Minimize the Impact
of Change

45. Value to business
• Prioritize and Respond to business and customer
change proposals
• Optimized business cost and risk
• All changes are recorded
• Efficient and prompt handling of all changes
Note: Change Management does NOT implement change

46. Change Types
• Standard Changes
• Routine Changes/established procedure / no disruption to IT
services
• E.g. updating the Anti-Virus software is a standard Change
• Emergency Changes
• Crucial & to be implemented immediately.
• Disruptive and prone to failure
• E.g. the some ports in critical switch has gone down. Therefore,
a new switch needs to be installed

47. Key Concepts
• Request for Change (RFCs)
• Change Classification & Prioritization
• Change Advisory Board (CAB)
• Approves Changes after assessing and prioritizing
• Change Manager is the only permanent member on the CAB & ECAB
• Emergency Change Advisory Board (ECAB)
• To review urgent changes
• Few members required (typically Senior Managers)
• Availability after shift hours

48. • Forward Schedule of Changes (FSC)
• Details of all approved changes and their implementation
dates for an agreed period
• Projected Service Availability (PSA)
• Determine the best time for a change implementation
• Back Out Plan
• To bring the systems back to original state it was in before the
change started

49. Lifecycle RFC submission;
Recording
Acceptance;
Filtering RFCs
Rejection,
Possibly
New RFC
Classification;
Category & Priority
Urgent?
Yes
Urgent
Procedure
Planning;
Impact & Resources
NoCo-ordination
Build
Test
Implement
Working?
StartBack-out
plan
No
Maybeiterative
Evaluation & Close
Yes
ConfigurationManagementprocessestheinformation
AndmonitorsthestatusofConfigurationItems

50. Metrics
• Number of Rejected RFCs
• Number of Incidents occurring due to implemented
Changes
• Number of successful changes
• Number of unsuccessful changes
• Number of backed out changes
• Average Time needed to implement a Change
• Number of incidents resolved by implementation of a
Change

51. Roles & Responsibilities
• Change Manager
• Chairperson of the CAB
• Filtering and accepting RFCs
• Planning and coordinating implementation of changes
• Obtaining authorization for change
• Reviewing Implemented Changes
• Convening ECAB meetings
• Generating Change Management reports
• May have Change coordinators to support

52. • CAB Member
• Participates in all CAB meetings
• Helps in reviewing all RFCs to estimate impact
• Participates in Scheduling Changes

53. Show Time!! (Ignorance can be costly)

54. Knowledge Management
Knowledge Management = Gather, Analyze, Store &
Share the knowledge

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

56. Which of the following is NOT a CI?
a) SLA Document
b) CEO Laptop
c) DB Server
d) Username

57. Which of the following is NOT an activity of
Change Management?
a) Approve change
b) Plan change
c) Implement Change
d) Review change

58. Part 2

59. Service Operations
• Deliver agreed levels of service to users
• Manage applications, 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

60. Key Processes & Functions
• Service Desk (FUNCTION)
• Incident Management
• Event Management
• Request Fulfillment
• Access Management
• Problem Management
• Technical Management (FUNCTION)
• IT Operations Management (FUNCTION)
• Application Management (FUNCTION)

61. Service Desk
• FIRST Point of Contact (FPOC)
• Keep an eye on agreed SLAs.
• Log, Categorize, Assign, Own and Close requests
• First Call Resolution (FCR) & First Level Diagnosis
(FLD)
• To coordinate & Communicate
• Escalate as appropriate
• Service Desk Metrics Reports to SDM
Service Desk = Single & the First Point Of Contact

62. Help Desk Vs Service Desk

63. Types of Service Desk
LocalServiceDeskCentralServiceDesk

64. Types of Service Desk
Virtual Service Desk

65. Roles & Responsibilities
• Service Desk Staff
• To Perform all the activities of Service Desk as applicable
• Service Desk Manager
• To Oversee the functioning of Service Desk
• To build Service Desk Team for new services
• To Monitor the performance of Service Desk on regular basis
• To identify & work on the Continual Improvement of Service
Desk

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

67. 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
Which of the following is NOT an objective of
Service Operation?

68. a) i only
b) ii only
c) Both of the above
d) Neither of the above
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.
ii) It is always the owner of the Incident Mgmt. process.

69. Incident Management
Incident
Management –
Give
workaround
Incident management = Restore Service ASAP

70. Value to business
• Lower downtime to the business
• Align IT activity to real-time business priorities
• Identify potential improvements to services

71. Key Concepts
• Incident
• An unplanned interruption to an IT Service or reduction in the
Quality of an IT Service.
• E.g. Failure of one disk from a mirror set
• Problem
• Set of incidents with similar underlying “unknown” cause(s)
• (A root cause of one or more incidents)
• Service Request
• Every Incident not being a failure in the IT Infrastructure
• E.g. information, advice or documentation, standard change
Password Reset

72. Priority
• Impact
• Evidence of effect upon business activities
• Urgency
• Evidence of effect upon business deadlinesPriority = Impact X Urgency

73. Escalation Mechanism
1. Functional Escalation
• Through various functions or support group levels
2. Hierarchical Escalation
• Through organizational hierarchy

74. Lifecycle
Incident Detection & Recording
Classification & Initial Support
Investigation & Diagnostics
Resolution & Recovery
Incident Closure
Request Fulfillment Procedure
Is it a
Request?
Ownership,
Monitoring,
Tracking &
Communication
YES
NO
Escalation

75. Major Incident
• Significant disruption to the Business
• Short timescale target
• Higher urgency

76. Metrics
• MTTR
• SLA Compliance
• Total number of incident resolved
• FCR, SCR %

77. Roles & Responsibilities
• Incident Manager
who is the overall in-charge of the Incident
Management process and is responsible for:
• Creating Process Reports
• Organizing Management Information
• Recommending measures
• Usually this role is assigned to Service Desk Manager
• Support Groups
• Level 1 to Level n
• Tech Specialist Group

78. Show Time!! (Incident Reporting)

79. Exercise
What is the goal of Incident management?
a) Restore services with minimal downtime to business
b) Restore normal service operations ASAP
c) Restore normal service operations within SLA
d) Restore services immediately following disruption

80. What is the first step to be followed by Incident
Management when an Incident occurs?
a) Report incident
b) Record incident
c) Restore service
d) Close incident

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

82. Problem Management
• Problem : A cause of one or more Incidents.
• Objective
• Minimize impact of incidents and problems on
business
• Prevent recurrence of incidents.
• To find root cause of incidents and initiate actions to
improve or correct the situation.
Problem Management = identify Root Cause of the
incident(s)
Eliminate Root
Cause

83. Value to business
• Higher availability of IT services
• Higher productivity of business and IT staff
• Reduced expenditure on workarounds or fixes that do
not work
• Reduction in cost of effort in fire-fighting or resolving
repeat incidents.

84. Problem
unknown root
cause
Error
root cause is
known
Known Error
Both root cause
and a work around
is known.
Terminologies

85. Key Concepts
• Workaround
• A temporary solution / Quick Fix
• Implementation by Incident team
• Known Error
• Root cause identified
• Work around is available
• Known Error Database

86. Types of Problem Management
• Reactive Problem Management :
• Identify the root causes of the Incidents.
• Suggesting permanent solutions
• Proactive Problem Management :
• Prevent Incidents before they occur.
• Identify weaknesses in the IT infrastructure and suggests
methods to eliminate these

87. Determine the
problem
Create problem
record
Categorize
problems
Assign right
resources to work
Investigate &
diagnose
Arrive at error
To Error Control
Problem Control

88. Error Control
Determine the
Error
Record error
Categorize
errors
Assign right
resources to work
Investigate &
diagnose
Arrive at known
error
KEDB
Raise RFC
Close known
error

89. Metrics
• Number of incidents resulted in problem records
• Number of proactive resolutions
• Number of RFC raised
• Number of RFC rejected by CAB
• Number of RFC successfully implemented
• Number of KEDB updates

90. Roles & Responsibilities
• Problem Manager :
Overall in-charge of the Problem Management
process and is responsible for:
• Developing and maintaining the process
• Assessing effectiveness of the process
• Managing the Problem Support staff
• Providing Reports to management
• Allocating resources to the Support activities

91. • Support Groups :
Help the Problem Manager in Reactive and
Proactive Problem Management through
• Identifying and recording problems
• Advising Incident Management team about workaround and
fixes
• Identifying trends and potential sources of problems
• Submitting RFCs to prevent the occurrence

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

93. 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
How does Problem Management support Service
Desk activities?

94. ‘Targeting preventive action’ is part of …
a) Proactive problem Management
b) Problem Control
c) Error Control

95. IT Operations
Management(Function)
• Ensure the Infrastructure Stability
• Support day to day operational activities
• Improve overall operational performance & saving
costs
• Initial level diagnosis (& resolution) of operational
incidents
IT Operations Management = Support day-to-day
basic level operational activities

96. Roles & Responsibilities
• IT Operation Manager
• Leadership/Management activities
• Management Reports
• Shift Leader
• Overall in-charge of shift activities
• Roaster plans, reports, updates etc.
• Analysts
• Senior staff with more important workload assigned
• Operators
• All basic level jobs/ activities

97. Technical Management(Function)
• Design IT Infrastructure
• Maintain Technical Knowledge & Expertise
• Availability resources during failure
• Provide technical resources for complete lifecycle i.e.
design, build , test, transition , implement &
improve
Technical Management = Maintain Technical
Knowledge & Expertise

98. Roles & Responsibilities
• Technical Managers/ Leads / Analysts / Operators
/ Specialists
• Leadership/management activities
• Arranging Trainings, other activities to update the technical
knowledge
• Reporting to senior management
• Ensure policies/processes are in place for maintaining the
technical data/knowledge

99. Applications Management(Function)
• Manage applications throughout their lifecycle
• Assist Design, Build, Test & implement applications
• Maintain knowledge & expertise for Managing the
applications
• Make Application resources available
• May be involved in Development project but it’s not
their primary responsibility
Application Management = Managing Application
throughout their Lifecycle

100. Roles & Responsibilities
• Application Managers / Team Leaders
• Leadership & management activities
• Reporting to Senior Management
• Trainings & other activities to improve expertise &
knowledgebase
• Application Analysts / Architect
• Work with first level users
• Created & maintain standards for Application sizing,
performance modeling etc.
• Coordinate with Technical Management

101. Event Management
• Event
• A notification or alert created by IT Service, CI or Monitoring Tool
• Event Management
• A process of managing the events throughout their lifecycle
• Typically done by IT Operation Staff
• Alerts
• An occurrence of something which triggers event or a call for
action or a human intervention
Event Management = Detect Events & decide
appropriate Actions

102. Types of Events
• Information
• E.g. Backup job completed
• Warning
• E.g. Network traffic reaching a congestion point
• Exception
• E.g. Hdd1 in RAID has failed

103. Lifecycle
• Recording, Filtering Events
• Prioritization of Events
• Exceptions Management

104. Show Time!! (Monitoring)

106. Continual Service Improvement
• Review, analyze and make recommendations on
improvement opportunities
• Improve cost effectiveness of delivering IT services
• Ensure applicable quality management

107. Deming's Circle
Time Scale
Maturity
Consolidation
level reached
Continuous Step by
step improvement
DO
CHECKACT
PLAN

108. Service Measurement & Reporting
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
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

109. 7 Step to Improvement
What should
we measure?
What can we
measure?
Gather data
Process dataAnalyse data
Present and
use info
Corrective
action

110. • Process Owner
• Ensures Fit for Purpose
• Process Manager
• Monitors and Reports on Process
• Service Owner
• Accountable for Delivery
• Service Manager
• Responsible for initiation, transition and maintenance.
Lifecycle!
Roles & Responsibilities

111. Exercise – Short Answers
• What are the 4 P’s of Service Design?
• People, products, processes, partners
• List 3 reasons why organizations should adopt
ITIL.
• Increased customer satisfaction
• Improved service availability
• Financial savings
• Improved time to market for new services
• Improved decision making

112. • Explain the main difference between Incident
Management & Problem Management.
• Incident Mgmt.  restoration of service
• Problem Mgmt.  with root cause.
• Provide an example that illustrates the difference
between utility & warranty.

113. Fill in the blanks
1. A problem with a known root cause is called as ……….
2. PDCA stands for ………………………………………..
3. Restaurant ‘Menu Card’ is an example of ………………..
4. Restore Services ASAP with ………………………… Process.
5. % FCR is a metric for ….…………………………. Function.
6. ………….. + ……………… creates VALUE.
7. Configuration Management is a part of ……………………
............................................ Lifecycle phase.
Error
Plan Do Check Act
Service Catalog
Incident Mgmt.
Service Desk
Utility Warranty
Service
Transition

114. Summary
• IT infrastructure library
• IT Service Management
• 5 lifecycle phases – Service Strategy, Service Design, Service
Transition, Service Operation, Continual Service Improvement
• Availability Management
• Change Management
• Service Desk, Application Mgmt., IT Ops
• Incident Management
• Problem Management
• Event Management
• Service Measurement & reporting
• PDCA

115. Thank you!!
Prepared By
Prasad Deshpande
Special Thanks
Rajesh Shelar