Introduction to ITIL

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Introduction to ITIL

Introduction to ITIL

The “Fifty Cent Dogpatch Wedding ITIL” Intro!


Marryin’ Sam’s Fifty Cent Dogpatch Wedding

Ceremony.

“Does Yo?”

“Does Yo?”

“Yo Is.”

Nothing but the basics


A systemized assembly of good practices and specific vocabulary for all phases

of Information Technology service management.

Started by British Government in 1980s

Now adopted worldwide and in v.3.

ITIL

Information Technology Infrastructure Library


ITIL focuses on IT as a Service provided to its

Customers

Users

IT Provides Value to its users.

ITIL and IT as a Service


Value:

Utility (fitness for purpose—features and functionality)

Warranty (fitness for use—availability, accessibility, etc)--

Value defined


From your customers' perspectives, IT:

Is not about servers, networks and applications.

Is about the services you provide that help them perform the processes

they need to perform to meet their mission critical goals.

“People do not want quarter inch drills. They want quarter inch holes.”

Professor Emeritus Theodore Levitt, Harvard Business School.

ITIL is about helping you provide the maximum IT service value to your

customers—at the best possible ROI.

IT from the customers perspective


ITIL’s Five Phases of IT

Service Managment


There are five phases of

Service Management

Service Strategy

Service Design

Service Transition

Service Operations

Continuous Service Improvement

Service

Operation

s

ITIL’s Five Phases

Continuous

Service

Improvement Service

Design

Service

Strategy

Service

Transitio

n


Service Strategy: Services/service levels required by

customers/users’ business processes minus current services/service

levels equals what the strategic plan needs to be.

“Are we providing the right services in the right way?”

Service Strategy

Service

Strategy


Service Strategy affects every phase of service management:

Provides the services that need to be designed in Service

Design

Provides the structures and constraints for Service Transition

Provides the services that need to be operationalized for

Service Operations

Strategic demands influence quality perspectives and require

CSI at all levels of service management.

Service Strategy

Service

Strategy


Processes at the Strategic Level:

Financial Management

Demand Management

Service Portfolio management

● Service Pipeline

● Service Catalog

● Retired Services

Service Strategy

Service

Strategy


Service Design: Development of Services and

related processes both new and changed.

Design of Service Solutions

Design of Service Portfolio

Design of the architecture: infrastructure,

applications, data, environment, policies and

procedures.

Service Design

Continuous

Service Improvement

Service

Design

Service

Strategy


Service Design processes:

Service Catalog Management

Service Level Management

Capacity Management

Availability Management

IT service Continuity Management

Information Security Management

Supplier Management.

Service Design

Continuous

Service Improvement

Service

Design

Service

Strategy


Service Transition: Management and coordination of the

processes, systems and functions required for building,

testing and deployment of new and changed services

Service Transition

Service

Design

Service

Strategy

Service

Transitio

n


Service Transition processes:

Transition planning and support

Change Management

Service Asset and Configuration Management

Release Deployment Management

Service Validation and Testing

Evaluation

Knowledge Management

Service Transition

Service

Design

Service

Strategy

Service

Transitio

n


Service Operations Provides and manages

services for users within specified service

levels, manages the technology required to

support the services.

Service

Operation

s

Service Operations

Service

Design

Service

Strategy

Service

Transitio

n


Service Operations processes:

Event Management

Incident Management

Problem management

Request fulfillment

Access management

Service

Operation

s

Service Operations

Service

Design

Service

Strategy

Service

Transitio

n


CSI based on Deming’s PDCA

Applied throughout entire service life cycle

Continuous Service

Improvement

Service

Operation

s

Continuous

Service

Improvement Service

Design

Service

Strategy

Service

Transitio

n


The Seven Step CSI Process

What should you measure?

What can you measure?

Measure (Gather Data)

Process Data

Analyze Data

Present and use information

Implement Corrective Action

Service

Operation

s

Continuous

Service

Improvement Service

Design

Service

Strategy

Service

Transitio

n

Continuous Service Improvement


There are five phases of

Service Management

Service Strategy

Service Design

Service Transition

Service Operations

Continuous Service Improvement

Service

Operation

s

Continuous

Service

Improvement Service

Design

Service

Strategy

Service

Transitio

n

And that’s the “50¢ Dogpatch

Wedding” Intro to ITIL’s Five Phases


Whew!


Start with something you do now, but don’t do well.

Something that if done well will save you resources including time and talent.

Something that if done well will increase value to your customers and end

users, by improving warranty or utility or both.

How DOES one get started?


In 2004 Stephen Elliot, Senior Analyst at IDC showed that on average 80% of

IT system outages are caused by operator and application errors.

Our current IT Strategic Plan has a major focus on the need to decrease service

interruptions, i.e., to improve warranty.

Frequently those interruptions were caused by changes which were promised to

be “Transparent to the User”.

“Every change has risk”

We started with the Service Transition Process:

Change Management


Minimize the risk of change by considering the “7 R’s”

Who RAISED the change?

What is the REASON for the change?

What is the RETURN required from the change?

What are the RISKS involved in the change?

What RESOURCES are required to deliver the change?

Who is RESPONSIBLE for the build, test and implementation of the

change?

What is the RELATIONSHIP between this change and other changes

ITIL Change Management


Click to edit Master text styles

Second level

● Third level

● Fourth level

● Fifth level

ITIL Change Management:

Change Authorization


Request For Change (RFC) submitted by change agent via home-grown Change

Management System

If emergency/urgent routed to eCAB for acceptance or rejection

Acceptance or Rejection by the Change Manager

If Accepted, put on CAB agenda for next meeting.

CAB meets weekly, and considers as many of the 7R’s as are appropriate.

CAB Approves or sends back for more information

ITIL Change Management

at GCC


Our change management system—programmed by Jim Hamilton

url: http://techtools.gc.maricopa.edu/cms

Change Management at GCC


Incident

Management

Service

Operations

Problem

Management

Service

Operations

Project

Management

Change

Management

Service Transition

ITIL implementation at GCC

Post

Implementation

Review

Service Transition


Training and education

Then using the common ITIL vocabulary

One more good starting

point . . .


Questions?


There are five phases of

Service Management

Service Strategy

Service Design

Service Transition

Service Operations

Continuous Service Improvement

Service

Operation

s

ITIL’s Five Phases

Continuous

Service

Improvement Service

Design

Service

Strategy

Service

Transitio

n

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