ITIL POCKET GUIDE

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The ITIL2011 Processes & Functions

Service Strategy
Strategy
Management for
IT services
Service portfolio
Management
Financial
Management for
IT services
Demand
Management

Business
Relationship
Management

Service Design
Design
Coordination

Service Catalogue
Management
Service Level
Management
Availability
Management
Capacity
Management
IT Service
Continuity
Management
Information
Security
Management
Supplier
Management

14 April 2015

Service Transition

Service Operation

Transition
Planning &
Support

Event
Management

Change
Management
Service Asset &
Configuration
Management
Release &
Deployment
Management
Service Testing &
Validation
Change
Evaluation

Knowledge
Management

Incident
Management

Continual Service
Improvement
7 Step
Improvement
process
incorporating the
PDCA cycle

Request
fulfilment
Problem
Management
Access
Management
Application
Management
Technical
Management
Service Desk
IT Operations
Management
2

4Ps-strategy

Plan

Position

Perspective

Pattern

SS (5)

SS

SS Management

Finance Management
Portfolio Management
Demand Management
BRM

SD(8)
Warranty

Relationship

keys

Availability Management

SLM

SD coordination

Capacity Management

Supplier Management

Service Technical Catalogue

Security Management
ITSCM

ST (7)
Change
Management
Changes Change
Evaluation

Releases

Release &
Deployment
Management
ST (Testing &
Validation)

IMS

SKMS
SACM

Planning

ST
Planning

SO-(5)
Event
Management

Request
fulfilment

Access
Management

Problem
Management

Incident
Management

7 step CSI
Wh sh u measure?
Wh could u measure?
Gather the data
Process the data
Analyse the data
Present the data
Take corrective action

Metrics
Technology Metrics
Service Metrics
Process Metrics

Input- 5 Phases - output

Business Req ----SS ----SLR/SLA

SLR-------SD--------SDP/SLA
SDP ---------ST ------Release Package /SLA
Release Package ---- SO Live Service /SLA
Data from live ------CSI -----SIP

SS - scope
1. Analyse cost/time/resource
demand/finance/portfolio ---- Value creation
2. Service Packing
3. Service provisioning model
1. Cloud based
2. Normal datacentre

Types of SLAs
Service Based SLA
Printer ,Laptops, Desktops, Server
All users of that service gets same privilege

Customer SLA

HP unix
200 USERS
2000 USERS
200000 USERS

Multi level SLA specific service, specific customer,

specific Industry
Service, customer ,corporate (storage Cloud)
Products exclusive for banking

1.Demand Management
PBA- Pattern of Business Activities
User profiles how many users and privileges
Demand forecasts to ensure right Capacity

2.Portfolio Management
List of all services
Retired Service
Catalog Service
Pipeline Service

Value of new services over replaced services

List only IT service Providers offerings not the
once of third parties

Portfolio

Live servicesCatalog

Pipeline Serviceupcoming

Retired Service

3.BRM
Rapport Creation
Customer Satisfaction
Service Improvisation

Business Relationship

Customer
Satisfaction

Rapport
Creation

4.Finance Management
Accounting ,Budgeting
Pricing, Business Case
Cost of Type I,II,III service providers

Finance
TCO

Budgeting

Pricing

Accounting

ROI

5.SS Management
Value to service through right service assets
and strategic assets
Value through utility and warranty
Value through Value chain network
SLA/OLA/UC

SD - Scope
4 Ps of SD P,P,P,P
People RACI chart R,A,C,I

Solutions aligned to business requirements

5 Aspects Of SD

Solution design
Architecture Design
Tools Design
Process Design
Metric Design

Innovative IT services to meet the current and

future requirements Reduce the Cost

1.Avilability Management
Uptime
Proactive Availability
2 servers in parallel

Reactive Availability
REPAIR IN FEW MINUTES THE DOWN SERVER

Component and Service Availability

Availability
Availability

resources
component
service

2.Capacity Management
Component Capacity

Capacity

Capacity
Component
Service
Business

3.Security Management
Confidentiality, Integrity, Authenticity of data

Confidentiality

Integrity

Authenticity

ITSCM

BCP

ITSCM

Any time
anywhere
banking

24*7*365= IT
SERVICE UP
THROUGH DR
FAILOVER
CLUSTERING
BACKUP
MESH NETWORK
REDUNDENCY
HOT SITES

5.Supplier Management (HP-Ucs)

ORACLE
PARTNERS

NOKIA
MANUFACTURER

VENDOR

INTEL

CATALOG
BUSINESS
VIEW

TECHNICAL
VIEW

CLOUD
STORAGE

DATACENTRE AS
A PROJECT

BIG DATA

SERVER
CONSOLIDATION
AS A PROJECT

7.SLM

SLA

OLA

IT SERVICE Provider & CUSTOMER

IT SERVICE Provider & Internal TEAM

CITIBANK,AZ,O2

IBMERS,IBM OTHER LOCATIONS

8.SD Co-ordination
Check Utility and warranty of each SDP
SPOC for SD
Handles SD constraints

SDP-SD CORDINATION

utility

WARRANTY

ST - Scope
Knowledge management
Successful changes and releases
Transition Resources

1.RELEASE
HARDWARE

SERVICE

SOFTWARE

CLOUD
SERVICE

2.CHANGE CI /CAB/ECAB
CI

TYPES

Std change
Normal
change

MODIFICATION
Emergency
Change

DELETION

ADDITION

Changes Types

3.knowledge

WISDOM
KNOWLEDGE
INFORMATION

DATA

4.SACM
SERVERS

SERVICES

BUSINESS
CONSULTING

IBM

BANKING

DATACENRE

HP

HEALHCARE

VIRTUALISATION

DELL

SO Goals
Deliver and support as per SLAs
Restoring Reactive approach early
detection
Access controls

EVENT
ANY OCCURANCE ON A CI IS AN EVENT
EVENT MGMT
DETECTING AND NOTIFYING THE OCCURANCE AS
PER RULES
ALERT
INFORMATION
WARNING
EXCEPTION

INCIDENT VS INCIDENT MGMT

UNPLANNED
INTERRUPTION OF
BUSINESS OR EVEN A
COMPONENT
FAILURE/QoS

RESTORING THE SERVICE AS

QUICKLY AS POSSIBLE

PROBLEM VS PROBLEM MANAGMENT

UNKNOWN CAUSE OF THE

INCIDENT

IDENTIFYING THE ROOT CAUSE AND

ONCE FOUND CREATE A KNOWN ERORO
RECORD AND RECOMMND CHANGMENT
MANAGEMENT TO FIX THE WORK THEY
RECOMMNED AND SEE THAT THE
INCIDENT DO NOT REPEAT AGAIN

ACCESS
GRANTING OF RIGHTS TO A SERVICE OR
GROUP OF SERVICES
DENYING THE RIGHTS
TRACKING THE ACCES

REQUEST
FAQS
SELF HELP
Password reset

DESKTOP LOCATION CHANGE

LOW COST, LOW RIST, STD CHANGES- PRE
APAPROVED

CSI Goals
PDCA- Deming's Cycle
Baseline model

What is your vision? CMMI L5

Where are you now? CMMI L3
Where do you want to go? by 2020- CMMI L5
How do go there ? SIPs
Did u get there ? Metrics Vs Measurements -in 2020
yes
How do keep the momentum going?

Looks ways for improvisation

METRICS
PROCESS
COMPONENT/TECHNOLOGY
SERVICE

RACI CHART

R- RESPONSINLE
A-ACCOUNTABLE ONLY ONE
C-CONSULTED
I-INFORMED