IT Service Management And Improvement Framework

1/18/2007 1

An intro to ITIL:IT Service Management and Improvement Framework

- Sudhendu Das

1/18/2007 2

“Getting Operations Wrong” Bites

InfrastructureWhere’s my money gone?

OperationsWhere’s my business gone?

DevelopmentWhere’s my project gone?

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What is Service Management?

“Management of the agreed service to meet the customers requirements”

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Introducing ITIL

ITIL – Information Technology Infrastructure Library.Service Management Processes.Developed by the Office for Government Commerce (OGC) in England (late 1980’s).Best practices focused on the management of IT service processes.Open source.

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ITIL Service Management Goals

Ensure that IT services are aligned to the needs of customers and users (measurable).Improve availability and stability of services.Improve communication within IT and with users.Improve efficiency of internal processes.

Ensure that all information is “evergreen.”

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ITIL Service Management (ITSM)

Two main components:Service Support – five processes that provide support for day-to-day operation of IT services.Service Delivery – five processes that focus on long-term planning and improvement of IT services.

These two components are linked together through the Service Desk.

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Deming the inspiration: Continuous Improvement

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ITIL Service Mgmt Simplified

IncidentManagement

IncidentManagement

ProblemManagement

ProblemManagement

ChangeManagement

ChangeManagement

ReleaseManagement

ReleaseManagement

ConfigurationManagement

ConfigurationManagement

ServiceDesk

ServiceDesk

AvailabilityManagementAvailability

Management

CapacityManagement

CapacityManagement

FinancialManagementFinancial

Management

ServiceContinuityService

Continuity

Business, Customers & UsersBusiness, Customers & Users

Service LevelManagement

Service LevelManagement

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ITIL Service Support

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Service Desk

Incident Management

Problem Management

Configuration Management

Change Management

Release Management

Service Support

Help Desk

Problem Management


Change Management

Software Control & Distribution

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Service Desk Function

NOT a process but an organisational unitOwns the Incident Management ProcessThe day-to-day Single Point of Contact (SPOC) for the user community (technical & business)Describes present-day best practices in customer (user) service support

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Service Desk Function

Service-Profit Chain modelTechnology & Environment considerationsStaffing Training/ Soft Skills

Employee retention

Employee satisfaction

Employee productivity

Service quality

Value for customers

Customer satisfaction

Customer loyalty

Revenue growth

Profitability

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Incident ManagementIncident Management is a process in its own right (owned and managed by the Service Desk)Revised scope for incident definition (now includes service requests)Clearer delineation between Incident Management and Problem ManagementClear description of the role of 2nd/3rd, nth

line support (support groups)

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Incident Management

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Incident Management

ProblemRecords

Incident Management Process

Problem Management Process

IncidentDetection

ProblemDetected

Matching Problems& Known Errors

Work-aroundfound

Accept Work-around

Work-around/Resolution information

IncidentSolved

Structuralresolution

• Responsible for finding Resolutions and Work-arounds

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Problem ManagementRevised description of Problem Control

identification and recordingclassificationinvestigation and diagnosis

Error ControlSpecific proactive PM activities:

trend analysistargeting preventive action

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Problem ManagementNo more confusion between Problem Management and 2nd/3rd line support Focus is on building Knowledge Management

FAQs on the IntranetGuidelines for identification of ProblemsProblem Analysis methods (in Appendix)

Kepner TregoeIshikawa Diagrams

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Problem Management

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Technology opportunities

Business opportunities





Change Management

Business TrendsThree Approval Issues

Financial Technical Business







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Change ManagementRelationship to program management (PMO)Communication within the organisation

FSC: Forward Schedule of ChangePSA: Projected Service Availability

New emphasis on regressions and back-out strategyRisk assessment stressed as part of priority allocationChange Models for standard proceduresPIR - Post Implementation Review

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Release ManagementRevised process name for Software Control & Distribution

Software now hardware, software and documentationControl now part of Configuration ManagementDistribution now central part of Release Management

Awareness of possible problems that have been encountered

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Release ManagementThree categories of releases:1) minor (small enhancements & fixes)2) major (new functionality)3) emergency (incidents / urgent changes)Activities: Roll-out, planning & communicationTools & Technology

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Configuration ManagementActivity Emphasis: PlanningCentral function: Change + Config. + Release

Change and Configuration Management Plan (C&CM)

New Process Role: Configuration LibrarianScope: hardware + software + documentation

Terminology: CMDB, DSL and DHS

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Change in terminologyVerification enhanced with AuditsBaseline now Configuration Baseline

License ManagementRelationship to Security ManagementRelationship to DSL

Asset Management

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Service Support process model

Difficulties Queries

Enquiries

The Business, Customers or Users

Communications Updates

Work aroundsChanges Releases

Service DeskIncidents

Incident Management

CMDB

Management Tools

Incidents

Problem Management

Change Management

Release Management


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Service Support processes

Restore normal service operation ASAP and minimize adverse impact on users & the organization.

Incident

Handle changes efficiently, with standardized methods, to minimize impact to service delivery.

Change

Identify, control, & manage IT resources within a Configuration Database (CMDB).

Configuration

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Service Support Processes (cont.)

Ensure production readiness, quality of hardware, and documentation across a distributed environment.

Release

Minimize the adverse effect of incidents and problems caused by errors in the infrastructure, and prevent recurrence.

Problem

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Service Delivery

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Service Delivery

Capacity Management

Financial Management for IT Services

Availability Management

Service Level Management

IT Service Continuity Management

Capacity Management

Cost Management



Contingency Planning

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Goal is to “maintain and gradually improve”through a cycle of Agree-Monitor-Report-ActHierarchic organisation of ServicesService Level Agreements

multi-level SLA structuresestablish monitoring capabilities SLAM / RAG charts

Service Quality Plan now Service Improvement Program


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Service Level Management ProcessPlan

ning

Implem

entat

ion

Draft

Review

UC’s

& OLA’s

Negoti

ateAgr

ee S

LA’s

Catalogue s

ervice

s

Established Function

Monito

rRep

ort

Review

Manage the ongoing process

Implement SLA’s

Periodic Reviews

Review

SLA

’s.

OLA’s,

UC’s

Review

SLM

proc

ess

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Financial Management for IT Services

Main processes: Budgeting, Accounting, ChargingService

Catalogue Budgeting Accounting Charging

SLM feedback

Cost Models

Financial Targets

Charging Policies

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Cost-by-Service CycleAll IT Costs

External ServiceHardware Software Employment Accommodation Transfer

Cost Elements

Direct Costs Indirect Costs absorbed by each service Unabsorbed Indirect Costs

Cost-by-Service

Service A Service B Service DService C Total Cost of IT services

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Capacity ManagementMore emphasis on a business management perspective. Reduced volume of technical how-to Sub-processes

Business Capacity ManagementService Capacity ManagementResource Capacity Management

Significant clarity on the principles, activities, planning and implementation, reporting metrics, relationships and capacity plan contents

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Capacity Management Activities

Business Capacity Business Capacity Management (BCM)Management (BCM)

Service Capacity Service Capacity Management Management (SCM)(SCM)

Resource Capacity Resource Capacity Management (RCM)Management (RCM)

Iterative Iterative ActivitiesActivities

Demand Demand MgmtMgmt

ModelingModeling

Application Application SizingSizing

Storage Storage of of

Capacity Capacity Mgmt Mgmt DataData

Production of the Capacity PlanProduction of the Capacity Plan

CDBCDB

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IT Service Continuity Management

ITSCM is part of and supports the larger Business Continuity Management (BCM)Scope of ITSCM

OUT: Business Recovery (part of BCM)IN: all components (including non-IT) relevant to IT-Service Continuity

Business Impact Analysis identify minimal service levels for critical business processesManagement structure, roles and responsibilities

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Stage 1 Initiation

Stage 2 Requirements & Strategy

Stage 3 Implementation

Stage 4 Operational Management

Business Continuity Lifecycle

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Availability ManagementSignificant improvement in clarity of process goal, mission statement and scope without technical complicationsPlanning and design for high availability and recovery

Length of unavailability

time

Impact of unavailability

time

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Thorough guidance on End-User Availability metrics and reporting

Vital Business Functions (VBFs)cost of UNavailability

Comprehensive guidance for availability improvement – analysis, methods and techniques

Component Failure Impact Analysis (CFIA)Service Outage Analysis (SOA)

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Service Delivery process model

Management Tools

The Business, Customers or Users


Capacity Management


IT Financial Management

IT Service Continuity

Requirements Requirements Targets Targets

AchievementsAchievements

Alerts and Exceptions Changes

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Service Delivery

Ensure current and future resources are greater than or equal to demand, and provided cost effectively.

Capacity

Optimize the capability of the infrastructure and organization to deliver a cost effective and sustained level of availability.

Availability

To maintain and improve IT service quality through an ongoing cycle of agreeing, monitoring and reporting to meet customer needs.

Service Level

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Service Delivery (cont.)

Ensure recovery of IT systems to normal state after a disaster within agreed timeframes and using alternate methods.

Service Continuity Management

Plan for IT services and provide cost-effective stewardship of the IT assets and resources.

Financial

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ITIL Service Desk


FinancialManagementAvailability

Management

IT Service ContinuityManagement

Capacity Management

ServiceDelivery

Service Desk

Change Management

ReleaseManagementIncident

Management


Problem Management

ServiceSupport

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Service Desk

Single point of contact for incident reporting and service requests.

Provides advice and guidance.

Works towards rapid restoration of normal services.

Service Desk

Service Request: a request that is not due to disruption.

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Benefits for IT CustomersMore customer-focused IT servicesMore effective use of ITImproved flexibilityImproved specification of IT servicesImproved manageability of quality and costsImproved communication with the IT department

Faster, Better and Cheaper

Faster, Better and Cheaper

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Benefits for IT Organisations

Improves efficiency through better alignment with business objectivesReduces “island thinking” by way of process alignment Offers simple and recognizable framework to improve communication Applies to any IT department because it is independent of technology, type of organization and size etc.Is based on best practices.

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Benefits of Best Practices

Streamlines processes.Improves reliability of services.Adapts to changing needs of users.Allows operational, tactical and strategic planning.

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The Jigsaw Concept -I

The original CCTA framework

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The Jigsaw Concept -IIImplementing ITILImplementing ITIL

The revised OGC ITIL framework - 2001

The The Business Business PerspectivePerspective Infrastructure Infrastructure

ManagementManagement

Service Service SupportSupportService Service

DeliveryDelivery

Applications Applications ManagementManagement

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The Jigsaw Concept -III

The current OGC framework

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BS15000 Processes

Resolution Processes

ReleaseProcesses

Service Delivery Processes

RelationshipProcesses

Control Processes

SecurityManagement

Release Management

Incident Management

Problem Management

Configuration ManagementChange Management


Availability& ContinuityManagement

Service Reporting

CapacityManagement

FinancialManagement

BusinessRelationshipManagementSupplierManagement

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Application Management Life-cycle

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Maturity of IT Organizations

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ITIL Maturity Model

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ITIL Capability Maturity Model

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Comparing ITS CMM to ITIL

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Questions?

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For more Info…

Pink Elephant : www.pinkelephant.comITIL (Libraries) & Service Management directories: www.itil-itsm-world.com/British government ITIL: www.ogc.gov.uk/index.asp?id=2261Foundations of IT Service Management, based on ITIL (Pieper, M.;Veen, A. van der; Bon, J. van ). ISBN: 9077212582 IT Service Management Forum: http://www.itsmfusa.org/mc/page.doThe IT Service Capability Maturity Model: Frank Niessinka, Viktor Clerca, Ton Tijdinka, and Hans van Vlietbhttp://www.itservicecmm.org/

[email protected], [email protected](908) 616 -1369, (908) 563 -2646

IT Service Management And Improvement Framework

Business

service management processes

service processes

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service delivery

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customer user service

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