ITIL: An Overview

ITIL: An Overview

Brian Johnson and Reg HarbeckCA

Sunday, February 11, 2007Session #1443

2Copyright © 2007 CA. All trademarks, trade names, services marks and logos referenced herein belong to their respective companies.



Co-presenter Brian Johnson attends an ITSMFmeeting.

Service Support


Service reportsIncident statistics

Audit reports

CMDB

IncidentManagement

ProblemManagement Change

Management ReleaseManagement

ConfigurationManagement

Incidents ProblemsKnown Errors Changes Releases CIs

Relationships

Incidents

ManagementTools

CMD reportsCMDB statisticsPolicy/standards

Audit reports

Incidents

Service Desk

DifficultiesQueriesEnquires

CommunicationsUpdates

Work-arounds

Customersurvey reports

Changes

Releases

The Business, Customers, or Users

Release scheduleRelease statisticsRelease reviewsSecure library

Testing StandardsAudit reports

Change scheduleCAB minutes

Change statisticsChange reviews

Audit reports

Problem statisticsTrend analysis

Problem reportsProblem reviewsDiagnostic aidsAudit reports

THE SERVICE SUPPORTPROCESS MODEL


And version 3 will change all this….


Service Support


Incident Management


Event to Resolution

IT Event

Detect Event

•Detect potential incidents from heterogeneous IT Infrastructure: network, system, database, application, web services, wireless, security, etc

Event Correlation

Classify Events

Investigation & Diagnostic (Problem Management)

InvestigateIncident

•Review asset details (configuration, memory, lease information)

• Identify fix (configuration change, patch required, lease expiration, memory upgrade, etc.)

AssessImpact

• Assess impact of planned changes on business processes and dependent assets

DiagnoseProblem

Match withSimilar Incidents

•Classify events based on criteria: impact to business, severity, # of user affected, geography, etc….

Schedule &ReleaseChange

•Deliver packaged release•Update CMDB

• Raise change request and set change priority & classification

CreateRequest forChange

CloseChangeRequest

Resolution

• Confirm successful fix•Close incident•Send survey•Liaison with problem mgmt to prevent recurrence

•Pinpoint source of problem by matching with similar incidents in the knowledge database

Correlate Events

•Aggregate events and compare data from multiple sources to predict potential service level breaches

PrioritizeEvent

•Prioritize event based on business impact •If resolution is available, initiate RFC•If not, send alert to operations to investigate problem

Coming from Service-

Level Monitoring of all flows

ApplicationErrors

% Utilization Exceeding Threshold

AssessActual ChangeImpact

•Access actual impact and if new problem occurs re-investigate & diagnose

Systems Self healing, Self adjusting

Solution Mapping

Roles Legend

Vendor

Business Manager

IT Administrator

End User

Network & Systems Operations Administrator

Security Administrator


Service reportsIncident statistics

Audit reports

CMDB

IncidentManagement

ProblemManagement Change

Management ReleaseManagement



Relationships

Incidents

ManagementTools

CMD reportsCMDB statisticsPolicy/standards

Audit reports

Incidents

Service Desk



Work-arounds


Changes

Releases

The Business, Customers, or Users

Release scheduleRelease statisticsRelease reviewsSecure library

Testing StandardsAudit reports

Change scheduleCAB minutes

Change statisticsChange reviews

Audit reports

Problem statisticsTrend analysis

Problem reportsProblem reviewsDiagnostic aidsAudit reports

THE SERVICE SUPPORTPROCESS MODEL

Apply Event to Resolution IIF


Problem Management


Change Management


Release Management


CMDB

A Configuration Management Database (CMDB) is a critical element of an ITIL implementation.CMDB provides a single source of truth about Configuration Item information and the relationships between them.


Configuration Management


Service Support

Service Delivery


Exam


MaintainabilityReliability

ServiceabilityStatistics&incidents

Audit reports

CMDB

AvailabilityManagement

CapacityManagement Business

ContinuityManagement Financial

Management



Relationships

Incidents Incidents

(SLM)Service Desk



Workarounds


StandardsStatisticsReports

Audit reports

ReviewsPlansTests

Audit reports

Performancestatistics&incidents

PlansTrend analysisDiagnostic aidsAudit reports

THE SERVICE DELIVERYPROCESS MODEL


Service Delivery


Availability Management


Capacity Management


Kyoto agreement

….we want to know if the North Americans will agreeto restrict ITIL bull****emissions…


Financial Management


Service Level Management


Beer

Beer

Geek

The IT Crack forces.Cigarettes around their necks and emergency beer supplies strapped to their sides. Copies ofGeek world under their arms.

IT Crack troops

In case of user

Break head

So these are our crack ITSpecialists….guaranteeingmy business continuity….I think it’s time to sell upnow!


IT Service Continuity Management


Service Delivery


Service Support


Service Delivery

32Copyright © 2007 CA. All trademarks, trade names, services marks and logos referenced herein belong to their respective companies.St Aidan and the ITILites

St Aidan and the ITILites

St Aidan leads his flock ofFollowers to the promisedland of ITIL certification.

He later went on to become famous for the parting of the non-compliant

standards, after which thoseorganizations not complying to the holy laws of ITIL would beCast asunder and have their

itSMF membership taken away.

Ever since then their has beenStandards intolerance and persecution,

Companies being audited for their beliefsand publicly condemned for not

complying.

ITIL Certification


New management techniqueswill develop to turn IT managers into Leaders.Here is a CIO practicing his new management technique for dealing with SOX issues…

And the future?

Questions/Discussion

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ITIL: An Overview

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