Created by: Dr. Pratul Sharma ITIL Foundation Notes [email protected]+91 98994 26283 1 ITIL 2011 Foundation Training & Certification Exam Dr. Pratul Sharma Dr. Pratul Sharma Ph.D. IIT Delhi Ph.D. IIT Delhi ITIL ITIL ® Expert Expert Chief Mentor Vedang Software Chief Mentor Vedang Software Company Confidential Know your facilitator What I studied? – BE NIT Surat (Electrical Engg), M.Tech IIT Delhi (Behavioral Sciences), Ph.D. IIT Delhi (Use of Computers in Education) Who I live with? – Parents & Children Where I have been? – NIIT Ltd, Network Programs, Nucleus Software GrapeCity Inc, Birlasoft Inc, New Horizons India Ltd & Vedang Software – Played role in technical (delivery / IT), functional (HR) and process areas What I did? – Courseware Developer, Software Developer – NIIT – Project & Program Management – IT Software – Head Training & Knowledge Management - BFSI – Head Software Delivery – Japanese MNC – Process Consultant – Japanese MNC – Head Campus Recruitment & Birlasoft Academy – Technology Head IT Training Major – Mentor & Consultant – IT / ITES businesses What I am doing Now? – Chief Mentor Vedang Software (www.vedangsoftware.com) – Technology Consultant Vedang Jyotish (www.vedangjyotish.com)
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Created by: Dr. Pratul Sharma ITIL Foundation Notes
� What I studied?– BE NIT Surat (Electrical Engg), M.Tech IIT Delhi (Behavioral Sciences), Ph.D. IIT Delhi
(Use of Computers in Education)
� Who I live with?– Parents & Children
� Where I have been?– NIIT Ltd, Network Programs, Nucleus Software GrapeCity Inc, Birlasoft Inc, New
Horizons India Ltd & Vedang Software– Played role in technical (delivery / IT), functional (HR) and process areas
� What I did? – Courseware Developer, Software Developer – NIIT– Project & Program Management – IT Software– Head Training & Knowledge Management - BFSI – Head Software Delivery – Japanese MNC– Process Consultant – Japanese MNC– Head Campus Recruitment & Birlasoft Academy – Technology Head IT Training Major– Mentor & Consultant – IT / ITES businesses
� What I am doing Now?– Chief Mentor Vedang Software (www.vedangsoftware.com)– Technology Consultant Vedang Jyotish (www.vedangjyotish.com)
Created by: Dr. Pratul Sharma ITIL Foundation Notes
� This is the story of a small boy who called up the lady of a house offering to clean her garden at half of the price of what the current gardener was charging
– She said No..
� The boy insisted again, she again said No
– The boy pleaded again but finally hung upF
Company Confidential
Let’s learn from a little boyF
� Owner of the departmental store from where the boy called, offered job to the boy, thinking that the poor boy was in dire need
– Boy said, “No Sir, thank you”..
� The owner was surprised and asked why the boy was begging for the cleaning job from that lady if he did not need one.
– Boy said, “Sir, I work for the same lady, I was just
checking the quality of my services to her”FF
Created by: Dr. Pratul Sharma ITIL Foundation Notes
� A Service is a means of delivering value to customers, by facilitating outcomes the customers want to achieve without the ownership of specific costs and risks
– When we hire a taxi to airport do we own
the costs and risks?
� Service Outlook• “thinking with totality of user experience
Management Best PracticeManagement Best Practice today
� It’s a public framework
� Public frameworks are preferred over proprietary framework since the later is often undocumented
� ITIL is supported by complimentary
guidance which means knowledge specific to an industry sector
Company Confidential
How did it come into existence
� UK Govt, realizing that the services from IT vendors were not up to the mark started documenting the expectations from IT vendors – as documented guidelines
� Companies in Europe adopted the guidelines in early 1990– They had little choice
� Got worldwide attention when Microsoft used ITIL for developing its proprietary framework – i.e. MOF (Microsoft Operations Framework)
� ITIL version 2.0 was released in 2001– Usage got spread in the industry and got worldwide
recognition
Created by: Dr. Pratul Sharma ITIL Foundation Notes
� The industry started using the framework and also realized benefits
� It got momentum of being a community learning
� Organizations using ITILJ.D. Edwards & Company, KPMG, Legal & General Insurance, Lucent Technologies, Mackenzie Financial Corp., Manulife Financial, Menominee Indian Tribe of Wisconsin, Merrill Lynch, Microsoft Corp., Mutual Life Assurance Company, National Westminster Bank, Nesbitt Burns, Network Associates, Ontario Hydro, Oracle, Perot Systems
UK Post Office, Peregrine Systems, Procter & Gamble, Remedy Corp., Royal Bank of Scotland, Royal Mail, Scottish Provident, Shell, GlaxoSmithKline, Standard Life Assurance, The Equitable Insurance Company, Toronto Dominion Bank, Union Gas, Virginia Power, Vodafone, Zurich Insurance
9 And many more
Company Confidential
Organisations using ITIL Worldwide
ABN-AMRO Bank
Aetna Life Insurance
AT&T Solutions
Australia Post
AXA Insurance Group
Bank of Canada
Bank of Montreal (Cebra, Harris Bank)
Barclays Bank
Bass Breweries
British Airways
British Telecom
Cable & Wireless
Canadian Fed. & Prov. Governments
Capital One Services
CGI
CIBC
Computer Sciences Corporation
Consumers Gas
DLJ Pershing
Dutch Land Registry Office
Dutch Railways
EDS
Exxon
Federal Express
GE Capital
General Accident
Great West Life
Guinness/UDV
Hewlett Packard
Hong Kong & Shanghai Bank
IBM/ISM
ING Bank
9 And many more
Created by: Dr. Pratul Sharma ITIL Foundation Notes
– Started using ITIL in 1999 and realized a 6% to 8% cut in operating costs within first year
– Another ITIL project has reduced help desk calls by 10%.
• In four years, the company reported overall savings of about $500 million.
Company Confidential
Testimonials (contd)
� Caterpillar
– Embarked on a series of ITIL projects in 2000.
– After applying ITIL principles, the rate of achieving the target response time for incident management on Web-related services jumped from 60% to more than 90%.
Created by: Dr. Pratul Sharma ITIL Foundation Notes
What is in the books?� Service Strategy - Practical Decision-Making
– Helps the Top Management take appropriate business decisions
– Provides guidance on Policies and Setting objectives
� Service Design - Pragmatic Service Blueprint– Focuses on design of Service Models, technology architecture, process and
measurement systems– Decisions on: Outsource, shared services, co-source models? How to decide & how to
do it
� Service Transition: Managing change, risk & QA– Supports
• Managing organization & cultural change during transition • Control on the changes, keeping the SKMS update• Provides handholding support to service operation
– ELS
� Service Operation: Responsive, stable services– Through
• Service Desk and other functions and processes
� Continual Service Improvement: Measures that mean something & improvements that work– Ensures
• Overall health of ITSM• Portfolio alignment in real• Growth and maturity of Service Management practice
Company Confidential
3 Implementation Levels
� Strategic Level: Where decisions are made, policies set & funding levels are set
� Tactical Level: Where decisions and policies are implemented within the allotted budgets
� Operational Level: Where decisions translate into day-to-day actions and policies affect working practices within financial constraints
Created by: Dr. Pratul Sharma ITIL Foundation Notes
� A department, a group of people working together to deliver an important set of tasks, examples of functions include HR, Admin, SysAdmin, Finance etc
� A function is a logical concept that refers to the people and automated measures and executes
• a defined process, an activity or
• a combination of processes or activities
� In larger organizations a function may be broken up and performed by several departments, teams and groups, or it may be embodied within a single organizational unit.
Created by: Dr. Pratul Sharma ITIL Foundation Notes
SLP: a defined level of Utility and Warranty for a SLP: a defined level of Utility and Warranty for a particular Service Packageparticular Service Package.
Each SLP is designed to meet the needs of a Pattern of Business Activity PBA
Created by: Dr. Pratul Sharma ITIL Foundation Notes
� ■ ProgressProgress: milestones and deliverables in the capability of the process
� ■ ComplianceCompliance: compliance of the process to governance requirements, regulatory requirements and compliance of people to the use of the process.
� ■ EffectivenessEffectiveness: the accuracy and correctness of the process and its ability to deliver the ‘right result’
� ■ EfficiencyEfficiency: the productivity of the process, its speed, throughput and resource utilization.
Company Confidential
Different Sourcing Approaches
�� In sourcingIn sourcing – Utilizing internal resources
�� Document (s)Document (s) defining all aspects of an all aspects of an IT ServiceIT Service and its Requirements through each stage of its Lifecycle.
� A Service Design Package is produced produced for each new IT Service, major Change, for each new IT Service, major Change, or IT Service Retirement. or IT Service Retirement.
–– SDP not produced for an emergency SDP not produced for an emergency changechange
Company Confidential
SCM - Scope, Goals & Objectives
The goal is to ensure :
– that a Service Catalogue is produced and maintainedService Catalogue is produced and maintained,
–– it contains accurate informationit contains accurate information on all operational & planned services
Objectives:
– manage the information contained within the Service Catalogue
– ensure accuracy in
• current details, status, interfaces and dependencies
of all services in scope
Scope:� All services that are being transitioned or have been transitioned
to the live environment
Created by: Dr. Pratul Sharma ITIL Foundation Notes
– To ensure that required IT technical and service facilities can be resumed within required, and agreed, business timescales following a major disruption
� Scope
– Services, computer systems, networks, applications, data repositories, telecommunications, environment, technical support and Service Desk
– Also includes resources (People)
Company Confidential
ITSCM Stages
Cold Standby
More than 72 hours
Warm Standby
24 to 72 hours
Hot Standby
Less than 24 hours
Created by: Dr. Pratul Sharma ITIL Foundation Notes
� Set customer expectations on the performance and use of the new or changed service
� Ensure there is minimal unpredicted impact while introducing new services
� Increase proper use of the services and underlying applications and technology solutions
� Provide clear and comprehensive plans for transition
Company Confidential
Change Management – Objectives
� The objective of the Change Management Process is :
– To ensure that changes are recorded and then evaluated, authorized, prioritized, planned, tested, implemented, documented and reviewed in a controlled manner.
Created by: Dr. Pratul Sharma ITIL Foundation Notes
� Inaccurate configuration data may result in poor impact assessments
� Bypassing the agreed procedures
� There may be resistance against an umbrella of Change Management authority
Company Confidential
SACM - Scope
� Asset Management covers service assets across the whole service lifecycle. It provides a complete inventory of assets and who is responsible for their control.
� It includes:– Full lifecycle management of IT and service assets,
from the point of acquisition through to disposal
– Maintenance of the asset inventory.
– interfaces to internal and external service providers where there are assets and configuration items that need to be controlled, e.g. shared assets.
Created by: Dr. Pratul Sharma ITIL Foundation Notes
� To define and control the components of services and infrastructure and maintain accurate configuration information on the historical, planned and current state of the services and infrastructure.
Company Confidential
Configuration Management System
� A set of tools and databases that are used to manage an IT Service Provider's Configuration data.
� The CMS also includes information about Incidents, Problems, Known Errors, Changes and Releases; and may contain data about employees, Suppliers, locations, Business Units, Customers and Users.
� The CMS includes tools for collecting, storing, managing, updating, and presenting data about all Configuration Items and their Relationships.
� The CMS is maintained by Configuration Management and is used by all IT Service Management Processes.
Created by: Dr. Pratul Sharma ITIL Foundation Notes
� CI: Any Component that is managed the formal control of Change Management
� Information about each CI is recorded in a Configuration Record within the Configuration Management System and is maintained throughout its Lifecycle by Configuration Management.
Company Confidential
Configuration Item - CI
� Scope:
� CIs typically include
– IT Services
– Hardware
– Software
– Buildings
– People
– Formal Documentation
• e.g. Process documentation and SLAs
SKMS
CMS, CMDB, KEDB
& other DBs
Created by: Dr. Pratul Sharma ITIL Foundation Notes
� One or more locations in which the definitive and approved versions of all software Configuration Items are securely stored.
– The DML may also contain associated CIs such as licenses and documentation.
– The DML is a single logical storage area even if there are multiple locations.
� All SW in the DML is under the control of Change and Release Management and is recorded in the Configuration Management System.
� SW from the DML only is acceptable for use in a Release
Company Confidential
RDM - Goal
�� Release and Deployment ManagementRelease and Deployment Management
– Aims to build, test and deliver the capability to provide the services specified by Service Design that will accomplish the stakeholders’ requirements and meet the intended objectives.
� It’s Goal
– is to deploy releases into production and establish effective use of the service in order to deliver value to the customer and be able to handover to service operations.
Created by: Dr. Pratul Sharma ITIL Foundation Notes
� The scope of Release and Deployment Management includes:
– the processes, systems and functions to package, build, test and deploy a release into production and establish the service specified in the Service Design package before final handover to service operations.
Company Confidential
Release Unit
� Components of an IT Service that are normally Released together. (Package)
� A Release Unit typically includes sufficient Components to perform a useful Function.
� For example one Release Unit could be a Desktop PC, including Hardware, Software, Licenses, Documentation etc.
� A different Release Unit may be the complete Payroll Application, including IT Operations Procedures and User training.
Created by: Dr. Pratul Sharma ITIL Foundation Notes
� TMF – Technical Management Function– Custodian of technical knowledge and expertise related to
managing the IT
� AMF – Application Management Function– Custodian of technical knowledge and expertise related to
managing applications– Overlaps with Application Development
� ITOMF – IT Operations Management Function– Responsible for the daily operational activities needed to
manage the IT Infrastructure– Has IT Operations control & Facilities Management– Overlaps with TMF & AMF
� SDF – Service Desk Function– SPOC– Focuses on service restoration
Company Confidential
TMF & AMF
� TMF - Custodian of technical knowledge required to managing the IT infrastructure.
– Provides actual resources to support the ITSM Lifecycle.
� AMF - Custodian of technical knowledge required to managing applications.
–– Application Management is to applications what Application Management is to applications what Technical Management is to the IT InfrastructureTechnical Management is to the IT Infrastructure.
– Plays a role in all applications, whether purchased or developed in-house.
– One of the key decisions : Build or Buy
Created by: Dr. Pratul Sharma ITIL Foundation Notes
� Responsible for the daily operational activities needed to manage the IT Infrastructure
� IT Operations Control– Ensures that routine operational tasks are carried out
– Provides centralized monitoring and control activities
– Uses an Operations Bridge or Network Operations Centre
� Facilities Management– Management of the physical IT environment
(Data centers, computer rooms, etc)
Please note:
– In large Data Centers Technical and Application Management are co-located with IT Operations
– In some organizations many physical components of the IT Infrastructure are outsourced and Facilities Management may include the management of the outsourcing contracts
Company Confidential
SDF – Objectives
� Restore the ‘normal service’ to the users as quickly as possible(In this context ‘restoration of service’ is meant in the widest
possible sense)
� It is SPOC – Single point of contact
– While this could involve fixing a technical fault, it could equally involve fulfilling a service request or answering a query or anything that is needed to allow the users to return to working satisfactorily
Created by: Dr. Pratul Sharma ITIL Foundation Notes
� Objective:– Restore normal service operation as quickly as possible and
minimize the adverse impact on business operations, thus ensuring that the best possible levels of Service quality and availability are maintained.
� Scope:– Any event which disrupts, or which could disrupt, a service.
– Events communicated directly by users/technical staff
– Incident Management is the process for dealing with all incidents; this can include failures, questions or queries reported by the users (usually via a telephone call to the Service Desk), by technical staff, or automatically detected and reported by event monitoring tools.
Company Confidential
Incident
� An unplanned interruption to an IT Service or a reduction in the Quality of an IT Service.
� Failure of a Configuration Item that has not yet impacted Service is also an Incident.
For example Failure of one disk from a mirror set.
Created by: Dr. Pratul Sharma ITIL Foundation Notes
� A request from a User for information, or advice, or for a Standard Change or for Access to an IT Service.
� For example to reset a password, or to provide standard IT Services for a new User.
� Service Requests are usually handled by a Service Desk, and do not require an RFC to be submitted.
Company Confidential
PM - Scope, Goals & Objectives
� Goal & Objective
– To prevent problems and resulting incidents from happening, to eliminate recurring incidents and to minimize the impact of incidents that cannot be prevented
� Scope:
– Four Ps of service management
Created by: Dr. Pratul Sharma ITIL Foundation Notes
� The primary purpose of CSI is to continually align and realign IT services to the changing business needs by identifying and implementing improvements to IT services that support business processes
� Objectives:– Review, analyze and make recommendations on
improvement opportunities
– Service levels• Improve effectiveness and efficiency in delivering services
by ensuring applicable quality practices are used
Company Confidential
Business Value of CSI
� Increased organizational competency
� Integration between people and processes
� Reduction of redundancy increases business throughput
� Minimized lost opportunities
� Assured regulatory compliance that will minimize costs and reduce risk
� Ability to react to change rapidly.
Created by: Dr. Pratul Sharma ITIL Foundation Notes