60. Availability Management
• Predict, plan and manage the availibility
of services (eg :third parties)
• certain of delivering the levels of
availability within the SLA
64. Service Continuity Management
• conducting a Business Impact Analysis
• Performing a Risk Assessment
• Evaluating the options for recovery
• Testing, reviewing revising contingency
plan
ITIL staatvoor Inform Technology infrastructure library maar feitelijk is ITILnietsmeer of niet minder daneengereedschapskoffer
ITIL staatvoor Inform Technology infrastructure library maar feitelijk is ITILnietsmeer of niet minder daneengereedschapskoffer
Publiek=> Het feitdat IITL afkomstig is van de Industrieen niet van een of andereoverheidsinstantie of hogeschoolzorgtervoordatdeze toolbox nietzomaareenneerslag van theorieren is, maar weleenwaardevolle toolbox. Je kan het vergelijken met php frameworks
Public Domain Framework => Ditzorgtvoorcontinuous improvement van het framework (inmiddels V3)Framework kanbekekenwordenalsdraaiboek , handleiding, good practicesBest practicesContours
Indentifieskey management processes in IT organisationsAligns IT services with business requirementsQuality management approachWorldwide de facto standard for IT service management
ISO/IEC 20000 was originally developed to reflect best practice guidance contained within the ITIL (Information Technology Infrastructure Library) framework, although it equally supports other IT Service Management frameworks and
Ziezoditgaan we het komendeuurtoelichten
Ziezoditgaan we het komendeuurtoelichten
Service design = oplijsten van de eisen die voortkomenuit de service strategyService transition = uitvoeren van die eisenService Operations = continue supporteren van de business processenIn vereenvoudigdevormzietditerzouitService transition speeltcentralerol in uitrollen van changes doorheen de service lifecycleHet zorgtervoordatalleeisen van de service strategy ,die neergeschrevenzijn in het service design effectiefgerealiseerdwordenin Service Operations terwijlerzorgvuldigwordtgelet op mogelijke failures en onderbrekingenvd service.Het succes van Service transition ligt in het feitdat Service Operations op ieder moment de business process moetkunnenblijvensupporterenen diterwijler continue wordtgeschaaftaan de betrouwbaarheid en gebruiksgemakvd service.Service Transition provides guidance on delivering change to the service portfolio and through the service lifecycle.It covers how the requirements of Service Strategy encoded in Service Design are effectively realised in Service Operations while controlling the risks of failure and disruption. The success of Service Transition lies in the ability of Service Operations to support the business processes via the installed service base and the ability of Continual Service Improvement to measure the new or changed service.
Watzijn de voordelenvan ITIL
Enhanced customer satisfaction
More motivated people
Improved communication between IT and business
Greater flexibility
Better view on current delivery capabilities – AAS model
Improved cycle time for changes
Improved user productivity(oh yeah : also improved compliance with the international standards)
ITIL is procesgeorienteerd
Service SupportService Delivery
Speeltcentralerol en de rest is ondersteunend
The progression of an incident through Occurrence of the Incident, Detection of the Incident, Diagnosis of the cause of failure, Repair of the CI, Recovery of the CI back to the live infrastructure and Restoration of the service
Any event which is not part of the standard operation of a service and which causes or may cause an interruption or reduction in the quality of that service
Incident Life-Cycle: The progression of an incident through Occurrence of the Incident, Detection of the Incident, Diagnosis of the cause of failure, Repair of the CI, Recovery of the CI back into the live infrastructure and Restoration of service.Lostnietnoodzakelijk het probleem op , lost enkel het incident van de gebruiker op.
Problem : unknown root cause of one or more incidents (not necessarily solved at the time the incident Is closed) Prevent incidents from reoccurringImprove the quality of the infrastructure
Implement approved changes efficiently , cost-effectively and with minimal risk to the existing and to the new IT infrastructure
4 prioritiesUrgent – NowHigh – AsapMedium – Before next releaseLow – At next release3 categoriesMinor – Change ManagerSignificant – CAB Major – Board
CAB = Change advisory BoardAdvises the Change managerMeets regularlyComprises core members and inviteesChange ManagerBusiness areas representedService providers represented
Provide information on the IT infrastructure assets and relationshipsTo all other processesIT managementEnable control of the infrastructure by monitoring and maintaining info All resourcesConfig item status and historyConfig item relationships
CI Life CyclePlannedOrderedIn DevelopmentIn TestIn Storage In ProductionUnder MaintenanceArchived
Vervolgenskunnen we volgendeactiviteitenwaarnemenwaartelkens de CMDB een central rolspeelt
Release Management
Safeguard all software and related itemsEnsure that only tested versions of authorized software are in useStore all operational software in DSL(Definitive Software Library)Distribute all software from the DSL
Gaaterop toe ziendat de volledige cycle is doorlopenRelease policy : A document that describes the normal roles, responsibilities, release units, normal change content, release frequency and scheduling of releases. The Release Policy is normally part of the Configuration and Change Management Plan.
DONE
Speeltcentralerol en de rest is ondersteunendWeten we nogwaarvoorstaat?
The progression of an incident through Occurrence of the Incident, Detection of the Incident, Diagnosis of the cause of failure, Repair of the CI, Recovery of the CI back to the live infrastructure and Restoration of the service
Predict, plan and manage the availibility of servicesAll services are underpinned by sufficient , reliable CI’sAppropriate contractual agreements with third partiesChanges are proposed to prevent future loss of service availabilityOnly then IT organisations can be certain of delivering the levels of availability within the SLA
Example : Amazon Outage SC management involves the following basic steps:· Prioritising the businesses to be recovered by conducting a Business Impact Analysis (BIA)· Performing a Risk Assessment (aka Risk Analysis) for each of the IT Services to identify the assets, threats, vulnerabilities and countermeasures for each service.· Evaluating the options for recovery· Producing the Contingency Plan· Testing, reviewing, and revising the plan on a regular basisMany businesses fail within a year of suffering a major IT disasterReduced cost and time of recoveryIncreased business dependency on IT with business critical functionsDeals with external risks (fire earthquake)
Many businesses fail within a year of suffering a major IT disasterReduced cost and time of recoveryIncreased business dependency on IT with business critical functionsDeals with external risks (fire earthquake)Continuity management involves the following basic steps:· Prioritising the businesses to be recovered by conducting a Business Impact Analysis (BIA)· Performing a Risk Assessment (aka Risk Analysis) for each of the IT Services to identify the assets, threats, vulnerabilities and countermeasures for each service.· Evaluating the options for recovery· Producing the Contingency Plan· Testing, reviewing, and revising the plan on a regular basis
Determine the :Right costCost justifiable CapacityOf the IT resources such that the Service levels agreed with the business are achieved at the :Right time
Provide information about and control over the cost of delivering IT services that support customer’s business needsBusiness IT demand => IT operational plan => Cost analysis => Charging
Explain to business why something is expensive / complicated / …
Business-like relationship between customer and supplierImproved expectation and understanding of serviceGreater flexibility and responsiveness in service provisionBalance customer demands and cost of services provisionMeasurable service levelsObjective conflict resolutionExplain to business why something is expensive / complicated / …
Business-like relationship between customer and supplierImproved expectation and understanding of serviceGreater flexibility and responsiveness in service provisionBalance customer demands and cost of services provisionMeasurable service levelsObjective conflict resolutionExplain to business why something is expensive / complicated / …
Continuous ImprovementGoal DrivenProcess-OrientedClient FocusedWhat and How!
De kwaliteitscirkel van Deming is eencreatiefhulpmiddelvoorkwaliteitsmanagement en probleemoplossenontwikkeld door William Edwards Deming. ...That’s it!
A service catalog (or catalogue), as defined in Information Technology Infrastructure Library Service Design, is a list of services that an organization provides, often to its employees or customers. ...
A service catalog (or catalogue), as defined in Information Technology Infrastructure Library Service Design, is a list of services that an organization provides, often to its employees or customers. ...
Don’t over promiseEg : 90% van de teldientopgenomentezijnbinnen 3 min in callcenter
Don’t over promiseEg : 90% van de teldientopgenomentezijnbinnen 3 min in callcenter
Improve quality : Planned approach , not driven by failureStart with existing services and introduce an SIP