ITILv3 Introduction and Overview

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 Agenda for the Session
• What is ITIL?
• What about v3?
• Key Concepts
• Service Management & Delivery
• The Service Lifecycle
• The Five Stages of the lifecycle
• ITIL Roles
• Functions and Processes
• Further Learning
• Accreditation 2
 What is ITIL?
• Systematic approach to high quality IT service
delivery
• Documented best practice for IT Service
Management
• Provides common language with well-defined
terms
• Developed in mid 1980s by what is now The
Office of Government Commerce (OGC)
• itSMF also involved in maintaining best practice
documentation in ITIL
– itSMF is global, independent, not-for-profit
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 What about v3?
• ITIL started in 80s.
– 40 publications!
• v2 came along in 2000-2002
– Still Large and complex
– 8 Books
– Talks about what you should do
• v3 in 2007
– Much simplified and rationalised to 5 books
– Much clearer guidance on how to provide service
– Easier, more modular accreditation paths
– Keeps tactical and operational guidance
– Gives more prominence to strategic ITIL guidance relevant
to senior staff
– Aligned with ISO20000 standard for service management
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• Today, it is maintained by the UK Office of
Government Commerce
• Globally recognized IT Service Management (ITSM)
certification
• The ITIL Foundation Certification is the entry level
certification to the ITSM field, and with this
certification, the certified professional can guide
the organization in implementing best practices for
ITSM as well as promote changes and growth in
businesses, by using it as a tool.

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• The ITIL 2011 Foundation Certification is the latest
version of what was initially offered as the ITIL v1,
v2 or the v3 (2007) Foundation Certifications
• This updated version (2011) is aimed at providing
greater clarity over the concepts
• So, candidates who have taken the ITIL Foundation
examination prior 8th August, 2011 (when
examination for this updated version was
introduced), do not have to recertify.

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• The five levels of the ITIL Qualification Scheme
are:
• ITIL Foundation Level,
• ITIL Intermediate Level,
• ITIL Managing Across the Lifecycle,
• ITIL Expert, and
• ITIL Master.

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• Duration of the ITIL 2011 Foundation Certification
exam is 60 minutes (closed book)
• Candidates are expected to answer 40 multiple
choice questions
• Candidates should be able to gain a minimum
score of 26 marks out of the total 40 (65%), in
order to pass the examination
• Accredited training for the exam is
recommended, but is not a prerequisite
• Offered in about 21 languages, including: English,
French, German, Russian, Spanish and more
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 Key Concepts
• Service
– Delivers value to customer by facilitating
outcomes customers want to achieve without
requiring the customer to own specific costs and
risks
– e.g. The HFS backup service (cloud back up by
IBM) means that you as Unit IT Solution and
Services don’t have to care about how much
tapes, disks or robots cost and you don’t have to
worry if one of the HFS staff is off sick or leaves
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 Key Concepts
• Service Level
– Measured and reported achievement against one
or more service level targets
– E.g.
• Red = 1 hour response 24/7
• Amber = 4 hour response 8/5
• Green = Next business day
• Service Level Agreement
– Written and negotiated agreement between
Service Provider and Customer documenting
agreed service levels and costs 10
 Key Concepts
• Configuration Management System (CMS)
– Tools and databases to manage IT service provider’s
configuration data
– Contains Configuration Management Database (CMDB)
• Records hardware, software, documentation and anything else
important to IT provision
• Release
– Collection of hardware, software, documentation,
processes or other things required to implement one or
more approved changes to IT Services

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 Key Concepts
• Incident
– Unplanned interruption to an IT service or an
unplanned reduction in its quality
• Work-around
– Reducing or eliminating the impact of an incident
without resolving it
• Problem
– Unknown underlying cause of one or more
incidents

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 4 Ps of Service Management
• People – skills, training, communication
• Processes – actions, activities, changes, goals
• Products – tools, monitor, measure, improve
• Partners – specialist suppliers

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 Service Delivery Strategies
Strategy Features
In-sourcing All parts internal

Out-sourcing External resources for specific and defined

areas (e.g. Contract cleaners)

Co-Sourcing Mixture of internal and external resources

Knowledge Process Outsourcing Outsourcing of particular processes, with

(domain-based business expertise) additional expertise from provider

Application Outsourcing External hosting on shared computers –

applications on demand (e.g. Survey Monkey,
Meet-o-matic)

Business Process Outsourcing Outsourcing of specific processes e.g. HR,

Library Circulation, Payroll

Partnership/Multi-sourcing Sharing service provision over the lifecycle

with two or more organisations (e.g. Shared IT
Corpus/Oriel) 14
 The Service Lifecycle
• Service Strategy management
– Strategy generation – Change management
– Financial management – Knowledge Management
– Service portfolio • Service Operation
management – Problem & Incident
– Demand management management
• Service Design – Request fulfilment
– Capacity, Availability, Info – Event & Access
Security Management management
– Service level & Supplier • Continual Service
Management Improvement
• Service Transition – Service measurement &
– Planning & Support reporting
– Release & Deployment – 7-step improvement
– Asset & Config process
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How the Lifecycle stages fit together

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 Service Strategy
• What are we going to provide?
• Can we afford it?
• Can we provide enough of it?
• How do we gain competitive advantage?
• Perspective
– Vision, mission and strategic goals
• Position
• Plan
• Pattern
– Must fit organisational culture
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Service Strategy has four activities

Define the Market

Develop the Offerings

Develop Strategic Assets

Prepare for Execution

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 Service Assets
• Resources
– Things you buy or pay for
– IT Infrastructure, people, money
– Tangible Assets
• Capabilities
– Things you grow
– Ability to carry out an activity
– Intangible assets
– Transform resources into Services
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 Service Portfolio Management
• Prioritises and manages investments and resource
allocation
• Proposed services are properly assessed
– Business Case
• Existing Services Assessed
• Outcomes:
– Replace
– Rationalise
– Renew
– Retire
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 Demand Management
• Ensures we don’t waste money with excess capacity
• Ensures we have enough capacity to meet demand
at agreed quality
• Patterns of Business Activity to be considered
– E.g. Economy 7 electricity, Congestion Charging

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 Service Design
• How are we going to provide it?
• How are we going to build it?
• How are we going to test it?
• How are we going to deploy it?

Holistic approach to determine the impact of

change introduction on the existing services and
management processes

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 Processes in Service Design
• Availability Management
• Capacity Management
• ITSCM (disaster recovery)
• Supplier Management
• Service Level Management
• Information Security Management
• Service Catalogue Management

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 Service Catalogue

Business Process A Business Process B Business Process C

Business Service Catalogue

Service 1 Service 2 Service 3 Service 4 Service 5 Service 6

Technical Service Catalogue

Hardware Software Support Applications Databases Capability

Keeps service information away from business information

Provides accurate and consistent information enabling service-
focussed working
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 Service Level Management
• Service Level Agreement
– Operational Level Agreements
• Internal
– Underpinning Contracts
• External Organisation
• Supplier Management
– Can be an annexe to a contract
– Should be clear and fair and written in easy-to-
understand, unambiguous language
• Success of SLM (KPIs)
– How many services have SLAs?
– How does the number of breaches of SLA change over
time (we hope it reduces!)? 25
 Things you might find in an SLA

Service Hours of User Response

Description operation times

Incident Availability &

Resolution
Response Continuity
times
times targets

Critical Change
Customer
operational Response
Responsibilities
periods Times

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 Types of SLA
• Service-based
– All customers get same deal for same services
• Customer-based
– Different customers get different deal (and
different cost)
• Multi-level
– These involve corporate, customer and service
levels and avoid repetition

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 Right Capacity, Right Time, Right Cost!
• This is capacity management
• Balances Cost against Capacity so minimises costs
while maintaining quality of service (QoS)

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 Is it available?
• Ensure that IT services matches or exceeds agreed
targets
• Lots of Acronyms
– Mean Time Between Service Incidents
– Mean Time Between Failures
– Mean Time to Restore Service
• Resilience increases availability (Robustness)
– Service can remain functional even though one or
more of its components have failed
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 ITSCM – what?
• IT Service Continuity Management
• Ensures resumption of services within agreed
timescale
• Business Impact Analysis informs decisions about
resources
– E.g. Stock Exchange can’t afford 5 minutes
downtime but 2 hours downtime probably wont
badly affect a departmental accounts office or a
college bursary

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 Standby for liftoff...
• Cold
– Accommodation and environment ready
but no IT equipment
• Warm
– As cold plus backup IT equipment to receive
data
• Hot
– Full duplexing, redundancy and failover

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Information Security Management
• Confidentiality
– Making sure only those authorised can see
data
• Integrity
– Making sure the data is accurate and not
corrupted
• Availability
– Making sure data is supplied when it is
requested
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 Service Transition
• Build
• Deployment
• Testing
• User acceptance
• Bed-in

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 Good service transition
• Set customer expectations
• Enable release integration
• Reduce performance variation
• Document and reduce known errors
• Minimise risk
• Ensure proper use of services
• Some things excluded
– Swapping failed device
– Adding new user
– Installing standard software 34
 Knowledge management
• Vital to enabling the right information to be
provided at the right place and the right time
to the right person to enable informed
decision
• Stops data being locked away with individuals
• Obvious organisational advantage

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Data-Information-Knowledge-Wisdom

Data Information Knowledge Wisdom

- who, what , where? - How? - Why?

Wisdom cannot be assisted by technology

– it only comes with experience!

Service Knowledge Information

Management System is crucial to retaining
this extremely valuable information
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 Service Asset and Configuration
• Managing these properly is key
• Provides Logical Model of Infrastructure and
Accurate Configuration information
• Controls assets
• Minimised costs
• Enables proper change and release
management
• Speeds incident and problem resolution
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Configuration Management System
Service Asset and
Management Configuration Change Data
KB Info

Application
Release Data Document
Data

Configuration
Definitive
Management
Media Library
DB
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 Painting the Forth Bridge...
• A Baseline is a “last known good
configuration”
• But the CMS will always be a “work in
progress” and probably always out of date.
But still worth having
• Current configuration will always be the most
recent baseline plus any implemented
approved changes

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Change Management – or what we all get wrong!
• Respond to customers changing business
requirements
• Respond to business and IT requests for change that
will align the services with the business needs
• Roles
– Change Manager
– Change Authority
• Change Advisory Board (CAB)
• Emergency CAB (ECAB)
• 80% of service interruption is caused by operator
error or poor change control (Gartner) 40
 Change Types
• Normal
– Non-urgent, requires approval
• Standard
– Non-urgent, follows established path, no approval
needed
• Emergency
– Requires approval but too urgent for normal
procedure

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 Change Advisory Board
• Change Manager (VITAL)
• One or more of
– Customer/User
– User Manager
– Developer/Maintainer
– Expert/Consultant
– Contractor
• CAB considers the 7 Rs
– Who RAISED?, REASON, RETURN, RISKS, RESOURCES,
RESPONSIBLE, RELATIONSHIPS to other changes
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 Release Management
• Release is a collection of authorised and tested
changes ready for deployment
• A rollout introduces a release into the live
environment
• Full Release
– e.g. Office 2007
• Delta (partial) release
– e.g. Windows Update
• Package
– e.g. Windows Service Pack

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 Phased or Big Bang?
• Phased release is less painful but more work
• Deploy can be manual or automatic
• Automatic can be push or pull
• Release Manager will produce a release policy
• Release MUST be tested and NOT by the
developer or the change instigator

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 Service Operation
• Maintenance
• Management
• Realises Strategic Objectives and is where the
Value is seen

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 Processes in Service Operation
• Incident Management
• Problem Management
• Event Management
• Request Fulfilment
• Access Management

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 Functions in Service Operation
• Service Desk
• Technical Management
• IT Operations Management
• Applications Management

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Service Operation Balances

A B
Reactive Proactive

Responsiveness Stability

Cost Quality

Internal External

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 Incident Management
• Deals with unplanned interruptions to IT
Services or reductions in their quality
• Failure of a configuration item that has not
impacted a service is also an incident (e.g.
Disk in RAID failure)
• Reported by:
– Users
– Technical Staff
– Monitoring Tools

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 Event Management
• 3 Types of events
– Information
– Warning
– Exception
• Can we give examples?
• Need to make sense of events and have
appropriate control actions planned and
documented

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 Request Fulfilment
• Information, advice or a standard change
• Should not be classed as Incidents or Changes
• Can we give more examples?

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 Problem Management
• Aims to prevent problems and resulting incidents
• Minimises impact of unavoidable incidents
• Eliminates recurring incidents
• Proactive Problem Management
– Identifies areas of potential weakness
– Identifies workarounds
• Reactive Problem Management
– Indentifies underlying causes of incidents
– Identifies changes to prevent recurrence

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 Access Management
• Right things for right users at right time
• Concepts
– Access
– Identity (Authentication, AuthN)
– Rights (Authorisation, AuthZ)
– Service Group
– Directory

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 Service Desk
• Local, Central or Virtual
• Examples?
• Single point of contact
• Skills for operators
– Customer Focus
– Articulate
– Interpersonal Skills (patient!)
– Understand Business
– Methodical/Analytical
– Technical knowledge
– Multi-lingual
• Service desk often seen as the bottom of the pile
– But most visible to customers so important to get right! 54
 Continual Service Improvement
• Focus on Process owners and Service Owners
• Ensures that service management processes
continue to support the business
• Monitor and enhance Service Level
Achievements
• Plan – do –check – act (Deming)

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 Service Measurement
• Technology (components, MTBF etc)
• Process (KPIs - Critical Success Factors)
• Service (End-to end, e.g. Customer
Satisfaction)
• Why?
– Validation – Soundness of decisions
– Direction – of future activities
– Justify – provide factual evidence
– Intervene – when changes or corrections are
needed

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 7 Steps to Improvement
What should
we measure?

Corrective What can we

action measure?

Present and
Gather data
use info

Analyse data Process data

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 ITIL Roles
• Process Owner
– Ensures Fit for Purpose
• Process Manager
– Monitors and Reports on Process
• Service Owner
– Accountable for Delivery
• Service Manager
– Responsible for initiation, transition and
maintenance. Lifecycle!

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 More Roles
• Business Relationship Manager
• Service Asset & Configuration
– Service Asset Manager
– Service Knowledge Manager
– Configuration Manager
– Configuration Analyst
– Configuration Librarian
– CMS tools administrator

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 Functions and Processes
• Process
– Structured set of activities designed to accomplish a
defined objective
– Inputs & Outputs
– Measurable
– e.g. ??
• Function
– Team or group of people and tools they use to carry
out one or more processes or activities
– Own practices and knowledge body
– e.g. ?? 60
 Further Learning
• Do a 3-day course
• We’re running one here 30th Mar – 1st April
• Many training companies run these courses
• ITSMF provides the full books
• Internet forums and Groups
– Linkedin Group
– FacebookGroup
– Both quite active
• Video:
http://cf.ilxgroup.com/itilv3pres/main.html

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 Accreditation
• Today’s seminar is not
accredited
• 3 days gives the foundation
level
• APM Group manages
accreditation and
certification
– BCS/ISEB is accredited by
APM

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