ITIL: An Overview
Brian Johnson and Reg HarbeckCA
Sunday, February 11, 2007Session #1443
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Co-presenter Brian Johnson attends an ITSMFmeeting.
Service Support
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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
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And version 3 will change all this….
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Service Support
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Incident Management
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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
11Copyright © 2007 CA. All trademarks, trade names, services marks and logos referenced herein belong to their respective companies.
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
Apply Event to Resolution IIF
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Problem Management
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Change Management
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Release Management
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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.
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Configuration Management
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Service Support
Service Delivery
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Exam
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MaintainabilityReliability
ServiceabilityStatistics&incidents
Audit reports
CMDB
AvailabilityManagement
CapacityManagement Business
ContinuityManagement Financial
Management
ConfigurationManagement
Incidents ProblemsKnown Errors Changes Releases CIs
Relationships
Incidents Incidents
(SLM)Service Desk
DifficultiesQueriesEnquires
CommunicationsUpdates
Workarounds
Customersurvey reports
StandardsStatisticsReports
Audit reports
ReviewsPlansTests
Audit reports
Performancestatistics&incidents
PlansTrend analysisDiagnostic aidsAudit reports
THE SERVICE DELIVERYPROCESS MODEL
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Service Delivery
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Availability Management
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Capacity Management
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Kyoto agreement
….we want to know if the North Americans will agreeto restrict ITIL bull****emissions…
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Financial Management
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Service Level Management
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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!
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IT Service Continuity Management
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Service Delivery
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Service Support
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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
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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