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Beginners Guide to ITIL
- help or hindrance?
Dennis Adamsa s s o c i a t e s
Management and Infrastructure SIG Meeting
Can it help me?
What are the pitfalls?
Dennis Adams
4th October 2006
Introduction
• Why we are doing this … (Target Audience)– Confused by what ITIL is?
– Heard the buzz-words, but not sure of the substance?
– Scared by the prospect of being inundated with too much processes, so that your teams are unable to get any work done?
• These are all typical reactions from technical leaders and managers when faced with the ITIL “hype”.
• The purpose of this presentation is to introduce what ITIL is really about, and take away the mystery.
• Explain and Justify PROCESS to TECHNICAL Audience.
“ITIL for Dummies” ?
Topics to Cover
• What is ITIL ?• What do we mean by a “Process Approach” to the world as a
different way of looking at how we work together ?
• What are the main Processes within ITIL ?• What some of the main Processes look like in more Detail
• The importance of the Configuration Management Database (CMDB)
• Conclusions: Don’t “Implement ITIL?” (!?)• Time for Questions…
The ITIL definition of IT “Service” - is this helpful ??
“An integrated composite
that consists of a number of components
such as management processes,
hardware, software, facilities and people
that provides a capability to satisfy
a stated management need or objective.”
Dictionary of IT Service Management
Think of MANAGING IT as PROVIDING a SERVICE
IT SERVICESERVICE
DELIVERY
SERVICE SUPPORT
BUSINESS
Align IT services with the needs of the Business
Improve the Quality of the Service
Reduce the long-term costs
Think in terms of PROCESSES rather than SKILLS
Functional Organization
Process Approach
Using a Process Approach, we no longer think in terms of individual technical teams “doing their own thing”.
Rather we think in terms of the overall goal which should be directed to the main goals of the organization.
What is ITIL?
• ITIL = “Information Technology Infrastructure Library”• A Library of Processes books outlining “good practice” for
managing IT Infrastructure.• A set of ready-made “how to” references.
• ITIL IS A NON-PRESCRIPTIVE REFERENCE
• ITIL® is a Registered Trade Mark, and a Registered Community Trade Mark of the Office of Government Commerce, and is Registered in the U.S. Patent and Trademark Office
• ITIL revision 3 is currently being written.
• A British Standard (BS 15000) certification (BS 25000 to come).• Linked to ISO 9000 Quality Certification.
An Analogy: Remember Development Methodologies?
Paralysis of Analysis ?Paralysis of Analysis ?
Waterfall Develop
ment
Hobby craft
developer
Prototype and User Design
Quick and Dirty
Structured Design Method
Anarchy ?Anarchy ? JFDI ?JFDI ?
Development Methodologies define Ways of Working to ensure that we do things in a Repeatable,
Professional manner.
InitiateInitiate
DesignDesign
DeployDeploy Service Desk / Help Desk Service Desk / Help Desk
Identify root-cause of ProblemsIdentify root-cause of Problems
Infrastructures ChangesInfrastructures Changes
New Application ReleasesNew Application Releases
Document the ConfigurationDocument the Configuration
Resolve Customer IncidentsResolve Customer Incidents
BuildBuild
TestTest
DEVELOPMENT PRODUCTION
PRINCE 2 (Projects) ITIL (Infrastructure)
Application ManagementApplication Management
The ITIL Library of Process Books
The Business PerspectiveThe Business Perspective
Planning to Implement Service Management
Planning to Implement Service Management
Supplementary VolumesSupplementary VolumesMain VolumesMain Volumes“CORE ITIL”“CORE ITIL”Key:
ICT Infrastructure Management
ICT Infrastructure Management
Security ManagementSecurity Management
Service DeliveryService Delivery
Service SupportService Support
The Core ITIL Books: IT Service Management
• Capacity Management
• Availability Management
• IT Service Continuity Management.
• Service Level Management
• IT Financial Management
Service SupportService Delivery
• Service Desk
• Incident Management
• Problem Management
• Change Management
• Release Management
• Configuration Management
User Support Control Processes
EXAMPLE: Process to manage CHANGE
Request for Change
Impact Analysis
Assess Priority
Log RFC
Categorize
Approval
Change Scheduling
Testing Plans
Inform Users
Change Review
EXAMPLE: What is CAPACITY PLANNING ?
BUSINESS CAPACITY
MANAGEMENT
• Future Service requirements from the Business
• Future Capacity from the Business
• Resource Requirements in future.
• CAPACITY PLAN
SERVICE CAPACITY
MANAGEMENT
• What are the existing requirements?
• Are we meeting SLAs?
• How well are we utilising existing resources today?
RESOURCE CAPACITY
MANAGEMENT
• How well are we using existing technology?
• Are we using each component appropriately?
• What future technologies could be better?
EXAMPLE: The activities in CAPACITY PLANNING
Business Strategy
Business Planning
IT Strategy
IT
Business
Plan
Service
Level
Exceptions
Resource
Utilisation
Exceptions
MonitoringService
Level
Thresholds
Resource
Utilisation
Analysis
Tuning
Ensuring we can meet our SLAs
Implementation
Some Best Practices in the ITIL Library
• How to get the best benefit from a SERVICE DESK– Single point of contact, Monitoring and escalation on behalf of customers.
• A systematic way of managing INCIDENTS:– Log / Classify / Investigate / Diagnose / Resolution
• Being Pro-Active: PROBLEM MANAGEMENT– Root Cause Analysis, Kepner & Tregoe Analysis, Ishikawa diagrams.
• Keeping track of IT Assets: CONFIGURATION MANAGEMENT• Stopping dangerous changes: CHANGE & RELEASE MANAGEMENT
– Impact Analysis and Authorisation before Changes
• Being Customer-Focused: SERVICE LEVEL MANAGEMENT• Bean-Counting: FINANCIAL MANAGEMENT
– Charge-back to reflect the cost to the Business.
• CAPACITY: Prediction instead of Panic• AVAILABILITY
– Design for continual up-time
• DR and BCP: IT SERVICE CONTINUITY– Risk Assessment and Planning
Why implement ITIL-based processes?
• ITIL emphasises that IT should be seen as a service to the business.
• ITIL could be (part of) a Quality Management strategy to improve the quality of the IT Service for the business.
• Introducing clear processes should enable the company to grow and/or bring on more staff more easily.
• Being based on a “best practice” approach means that you do not have to reinvent the wheel.
• Cost reduction - Standardising “how you do things” can simplify and reduce costs.
• Professionalism / Clear points of contact with external organisations and stakeholders.
The BEST WAY to Implement ITIL Service Management?
IncidentIncident
ProblemProblem
ChangeChange
ReleaseRelease
ConfigurationConfiguration
Service DeskService Desk
Configuration Management Database (CMDB)Configuration Management Database (CMDB)
…or MORE LIKE THIS ?
IncidentIncident
ProblemProblem
ChangeChange
ReleaseRelease
ConfigurationConfiguration
Service DeskService Desk
Configuration Management Database (CMDB)Configuration Management Database (CMDB)
.. Just Some parts of a theoretical CMDB
HARDWARE
Specification
Location
Owner
Financials
Software
SOFTWARE
Licenses
Versions
APPLICATIONS
Users
Hardware
USERS
Applications
Contracts
Incidents
INCIDENTS
Applications
Hardware
Resolutions
KNOWN ERRORS
Incidents
PROBLEMS
Incidents
Resolutions
CHANGES
Applications
Users
Equipment
O/S
Equipment
INFRASTRUCTURE
SOFTWARE
e.g. Oracle
RELEASES
Applications
NETWORK
Linkages
Dependancies
SLA
Applications
Users
Contracts
DEFINITIVE SOFTWARE LIBRARY
SERVICES
Applications
DEFINITIVE HARDWARE STORE
B C P
DOCSAVAILABILITY
STATISTICS
Case Study: Understanding Applications and Machines
Data Collection Processes
Hardware in Data Centre
New Equipment Purchasing
Applications on machines
Change Control: Usage of Machine
Application Listing
Release Management: Applications
Server Naming
Configuration Management: Naming Conventions
Objective: Impact Analysis of Applications <=> Machines
Pitfalls and Warnings
• “Organisations should not be over ambitious when implementing Service Management” (IT Service Management “Little ITIL”).
• DON’T “IMPLEMENT ITIL”– ITIL is a Framework of Best Practices, not a Prescriptive Manual– Use what is useful, when and where it is useful.
• Remember that any IT Process will only work if the participants have the right data in the right place at the right time.– Configuration Management Database (CMDB)
• Remember that the objective is to document and implement repeatable processes in order to make the organisation more efficient and/or more responsive to customers.– ITIL should never been seen as an end in itself.
Some Recommendations
• See ITIL processes as a way of standardising what is already done / should be already done.– Everyone should benefit from simplified and clearer ways of doing
things.
• Consider the ITIL Foundation Exam– For most IT Infrastructure Professionals, it is “common sense”
– Looks good on the CV
– Gives you a common “vocabulary” for discussing how things are done
– Emphasises “customer focus” and “process”
– 40 questions multiple-choice, pass mark is 25.
• Keep asking “what is the business benefit ?”
Further Useful Information
• OGC Home Page for ITIL: http://www.itil.co.uk• TSO (The Stationery Office): http://www.tso.co.uk
http://www.get-best-practice.co.uk/itilProducts.aspx• IT Service Management Forum (itSMF): http://www.itsmf.com• Interactive Forum: http://www.itilcommunity.com
• ITIL Toolkit: http://www.itil-toolkit.com• Key Skills Training: http://www.ksl.org,
http://www.itiltraining.com
• Square Mile Systems: http://www.squaremilesystems.co.uk• Pink Elephant Consultancy: http://www.pinkelephant.com• Dennis Adams Associates: http://www.dennisadams.net
Questions?
• Is ITIL a panacea for all IT Infrastructure Management challenges?– It never claims to be !
– It is a set of good practice processes to be used as a “toolkit”
– ITIL itself speaks about:• Process / Product / People.
– Implement ITIL as part of a Strategic Cultural change in the organisation, which should include:
• Metrics, Operational Tools, Processes, Standards.
• Can you implement “parts” of ITIL and ignore the rest?– Yes.
– Remember that to make processes succeed you need appropriate data.
More Questions ?
Dennis Adamsa s s o c i a t e s
Beginners Guide toITIL
- help or hindrance?
Dennis Adams
4th October 2006
Dennis Adamsa s s o c i a t e s
Management and Infrastructure SIG Meeting
Can it help me?
What are the pitfalls?
http://www.dennisadams.net