IIIITIL & CIM
Benefits of a dialog
1st International DMTF Academic Alliance
Workshop
Systems and Virtualization Management 2007
October 23, 24
Toulouse Presented byPresented byPresented byPresented by
Jean-Marc LEZCANO
2 Systems and Virtualization 2007 – ITIL & CIM : Benefi ts of a dialog
Agenda
1 - Introduction to ITIL V3
2 - Measuring the Service
3 - CIM : an ITIL enabler ?
1 1 1 1 –––– Introduction to ITIL V3Introduction to ITIL V3Introduction to ITIL V3Introduction to ITIL V3
4 Systems and Virtualization 2007 – ITIL & CIM : Benefi ts of a dialog
What is ITIL ?
A proven and De-facto standard
Best Practices gathered from Users, Suppliers, Cons ultants
Initiated to Improve capabilities in Service Management
For all types of organisations who provide services to a business
A Non-proprietary, Public Domain standard, develope d by CCTA, integral part of OGC
Under constant development, by its own internationa l user group (IT Service Management Forum, itSMF)
5 Systems and Virtualization 2007 – ITIL & CIM : Benefi ts of a dialog
ITIL V2 : 2000 – 2007, June
ITIL V2 : 8 books, 2 core books describing 10 processes
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ISO Standard for IT Service Management : ISO/IEC 20000
Published in December 2005
Service Delivery Processes
6.5 Capacity 6.1 Service Level 6.6 Security
6.3 Availability &
Continuity
6.2 Reporting6.4 Budgeting
& Accounting
10-Release
Process
10.1 Release 8.2 Incident
8- Resolution
Processes
8.3 Problem
7-Relationship
Processes
7.2 Business Rel.
7.3 Supplier Rel.
Control Processes9.1 Configuration
9.2 Change
Service Delivery Processes
6.5 Capacity 6.1 Service Level 6.6 Security
6.3 Availability &
Continuity
6.2 Reporting6.4 Budgeting
& Accounting
10-Release
Process
10.1 Release 8.2 Incident
8- Resolution
Processes
8.3 Problem
7-Relationship
Processes
7.2 Business Rel.
7.3 Supplier Rel.
Control Processes9.1 Configuration
9.2 Change
4.1 PLAN
4.2 DO
4.3 CHECK
4.4 ACT
1- Scope
2- Terms
& definitions
3- Requirementsof a management
system
5- Planning & Implementing
new or changedservices
7 Systems and Virtualization 2007 – ITIL & CIM : Benefi ts of a dialog
ITIL V3 : a life-cycle model forIT to Business Integration
ITIL V3 Core : 5 books, 27 Processes
Published in June 2007
8 Systems and Virtualization 2007 – ITIL & CIM : Benefi ts of a dialog
Service Strategy
� Guidance to design, develop and implement Service Management as a Strategic Asset
� Processes� Strategy Generation� Service Portfolio Management
� IT Financial Management
� Demand Management
9 Systems and Virtualization 2007 – ITIL & CIM : Benefi ts of a dialog
Service Design
� Guidance for the design and development of services and Service Management processes� Converting strategic objectives into portfolios of
services and service assets
� Processes� Service Catalogue Management� Service Level Management� Availability Management� Capacity Management� IT Service Continuity Management� Information Security Management� Supplier Management
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Service Transition
� Guidance for the development and improvement of capabilities for transitioning new and changed services into operations� how the requirements of Service Strategy
encoded in Service Design are effectively realized in Service Operation while controlling the risks of failure and disruption
� Processes� Transition Planning and Support� Change Management� Service Asset and Configuration Management� Release and Deployment Management� Service Validation and Testing� Evaluation� Knowledge Management
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Service Operation : day to day operations
� Guidance on achieving effectiveness and efficiency in the delivery and support of services so as to ensure value for the customer and the service provider.� Ultimate realisation of strategic objectives
� Processes� Event Management� Incident Management� Request Fulfilment� Problem Management� Access Management� Common Service Operation Activities
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Continual Service Improvement
� Guidance in creating and maintaining value for customers through better design, introduction and operation of services� A closed-loop feedback system linking
improvement efforts and outcomes with Service Strategy, Service Design and Service Transition
� Processes� Service Measurement� Service Reporting� Service Improvement (7 Step Process)
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Service& Service Management
Service : an immaterial supply that be made up, exp ressed in a perceptible way , and which causes value for t he consumer and the supplier under preset conditions o f use. (ISO, 2007)
Service Management : a set of specialized organizat ional capabilities for providing value to customers in th e form of services (ITIL, 2007)
15 Systems and Virtualization 2007 – ITIL & CIM : Benefi ts of a dialog
Service points of view
WishedService100%
RequiredService
99%
AgreedService
98%
DeliveredService97,5%
PerceivedService
90%
TechnicalMeasures
ProcessMeasures
ServiceIndicators
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General service indicators, some attributes
Service Attributes
�Owner
�Contents
�Execution context
�Service Level
�Use profile
�Class
�Users categories
�Components
�Duration
�Mode (on demand, push, recurrent)
�Production Cost
�Selling Price
�Risk level
�Upper class service
…
�Accessibility
�Availability
�Performance (Delay…)
�Reliability
�Capacity
3 3 3 3 –––– CIM: an ITIL enabler ? CIM: an ITIL enabler ? CIM: an ITIL enabler ? CIM: an ITIL enabler ?
21 Systems and Virtualization 2007 – ITIL & CIM : Benefi ts of a dialog
Goal of SACM Process
to provide a logical model of the IT Infrastructure correlating IT Services and different IT components
needed to deliver these services
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Ground observations
�Today a large panoply of tools is used to support IT Service Management, particularly for Service Operation activiti es
�Some activities within Service Transition and Service Design begin to be supported by tools
�Tools are poorly integrated, very few interoperable. Hug e amount of effort is required to build Information from Data, andeven more to capitalize knowledge
�A multi-dimensional approach needed
�Flexibility and Extensibility, ability to be interf aced with other solutions
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CIM : an ITIL enabler ?
“…, the Distributed Management Task Force (DMTF) was founded as a standards-based organization with a charter to lead the development, adoption and unification of management standards and initiatives for desktop, enterprise and Internet environments. Working with key technology vendors and affiliated standards groups, the DMTF is enabling a more integrated and cost-effective approach to IT management through interoperable solutions.
…The CIM is a hierarchical, object-oriented management information model that facilitates defining the various interdependencies and relationships between different managed objects.”
24 Systems and Virtualization 2007 – ITIL & CIM : Benefi ts of a dialog
CIM advantages are important for ITIL community
�Independenc e from platform, programming language and compiler
�Independence from information model
�Extensibility
�Easy integration of new management capabilities
�Security and Internet accessibility
�Development tools and resources
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Benefits of a dialog…
“Education and Normalisation”Commission of itSMF France is willing to collaborate with DMTF...
Will ITIL be a CIM enabler ?
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References
1. The Office of Government Commerce : ITIL V3 Publications, The Stationery Office (2007)
2. T. Chamfrault et C. Durand : ITIL et la gestion d es services, Dunod (2006)
3. Thory P.: Concevoir et gérer une CMBD, itSMF Mag n°11, itSMF France, p.5-6, Octobre (2007)
4. Distributed Management Task Force, http://www.dmtf.org
27 Systems and Virtualization 2007 – ITIL & CIM : Benefi ts of a dialog
Thanks for your attention…
Jean-Marc LEZCANO Consulting Manager
ICA ISO 20000 Auditor
SOGETI Régions BP 60117 31701 BLAGNAC CEDEX FRANCE 33700 Mérignac
Tél : +33(0) 6 09 18 17 18 Fax : +33(0) 5 34 36 86 10