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ITIL – IT Service Management

An overview program for IT Service Management

good practices

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ITIL Practices for Service Management

ITSM/ITIL

What is ITSM & what’s the Value?

ITSM is a set of specialized organizational capabilities for providing value to customers in the form of services.

ITSM is business-aligned and maintains a holistic Service Lifecycle approach.

Good Practice

Organizations can benchmark themselves against peers and seek

to close gaps in capabilites by adopting ‘good practices’ in wide

industry use.

There are several sources for good practices including:• Public frameworks• Standards• Proprietary knowledge of organizations and individuals.

ITIL Framewor

k

Business and IT Alignment

Source: the Art of Service

Quality

Flexibility

Cost ManagementH

ow

/ Wh

at ?

Wh

y!

effective

efficient

organization

effective

efficient

IT service provision

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The Service Lifecycle

ServiceTransition

ServiceDesign

ServiceOperation

ServiceStrategy

ContinualService Improvement

ITIL Model – V3

V3 Qualification Scheme Structure

ITIL v3 Foundation Certificate in IT Service Management

Capability Modules

RCVOSA PPO

Lifecycle Modules

SS SD ST SO CSI SOA

Managing Across the Lifecycle

ITIL Expert

Advanced Level

OG

C ‘s

Offi

cial

Acc

redi

tor-

The

AP

MG

Gro

up L

imite

d 20

07

V2-V3 Bridging Options

OG

C ‘s

Offi

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Acc

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Gro

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ITIL v3 Foundation Certificate in IT Service Management

Capability Modules

RCVOSA PPO

Lifecycle Modules

SS SD ST SO CSI SOA

Managing Across the Lifecycle

ITIL Expert

Advanced LevelV3

ManagersBridge

ITIL v2Managers Certificate

ITIL v2PractitionerCertificate

V3 Foundation Bridge

ITIL v2 Foundation Certificate

Service Lifecycle Objective

The focus is on taking a holistic view of IT Service Management

through the use of the Service Lifecycle approach.

This end-to-end view of how IT should be integrated with business strategy is at the heart of ITIL’s five core volumes

Service Lifecycle, Processes & Functions

Service Strategy Service Design Service Transition Service Operation

Processes

Functions

Service Measurement & Reporting

ServiceTransition

ServiceDesign

ServiceOperation

ServiceStrategy

ContinualService Improvement

Service Desk Function

IT Operations Mgt Function

Supplier MgtApplication Mgt Function

Information Security MgtTechnical Mgt Function

Service Catalogue Mgt Event Mgt

Service Level Mgt Knowledge MgtRequest Fulfillment Mgt

IT Service Continuity MgtRelease & Deployment Mgt

Access Mgt

Demand Mgt Availability MgtService Asset & Configuration Mgt

Problem Mgt

Financial Mgt IT Capacity Mgt Change Mgt Incident Mgt

Continual Service Improvement

Phases

How does the Service Lifecycle work?

Service Design

Service Transition

Service Operation

Continual Service Improvement

• IT Budgets

• Patterns of Business Activity

• Service Portfolio information

• New and changed service assets

• Service Catalogue, SLAs, OLAs, UCs

• Testing and Validation Criteria

• Incidents & Problems, Events, Service Requests

• Request for Changes

• Information collected from infrastructure monitoring

• Known Errors from Development

• Testing and validation results

• Change Authorization

Service and Process Improvements

Service Strategy

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Essentials

ITIL Practices for Service Management

!

What are services?

Service: means of delivering value to customers, by facilitating outcomes customers want to achieve, without the ownership of

specific costs and risks.

What Are Processes?

A process is a set of coordinated activities combining andimplementing resources and capabilities in order to produce an

outcome and provide value to customers or stakeholders.

Generic Process

Trigger

Measurable

Measurable

CustomerActivitiesSpecific Result

Functions

A team or group of people and the tools they use to carry out one or more Processes or Activities.

Functions provide units of organization responsible for specific outcomes.

Process Owner vs. Service Owner

A process owner is responsible for ensuring that the process is fit for the desired purpose and is accountable for the outputs of that process.

A service owner is accountable for the delivery of a specific IT service and responsible for continual improvement and management of change affecting services under their care.

RACI Model

Service Desk

Human Resources

IT Security Manager

System Administrator

User

Log service request

RACI - - I RC

Classification of request

RACI C - I CI

Verification of access levels

RI C AC C C

Provide access rights to user(s)

RI I A R I

Example process: Managing a service request to modify user access levels

Service Provider Types

Type 1

Internal Service

Provider

Type 2 Shared Service

Unit Type 3

External Service Provider