ITIL - POCKET GUIDE - v3-2011 PDF

ITIL is a registered trade mark of AXELOS
Limited
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IT Infrastructure Library is a registered trade
mark of AXELOS Limited
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ITIL EXPERT
PMP
PRINCE2
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CISA
L1 support for Fresher(System, Network,Cloud Administrator)
ISTQB
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ISO 20000/27000/Green IT
Get ITSM
Knowledge
Get
Certified
What is
meant by
ITIL?
Why ITSM
Principles?
How does
ITSM work
?
Part 1
Certification Badges
ITIL Foundation
ITIL Intermediate
Lifecycle
ITIL Intermediate
Capability
ITIL Expert
Qualifications
What ?
Information Technology Infrastructure Library

5 core books
SS/SD/ST/SO/CSI
Complimentary books
Industry specific ITSM books
ITIL Vs PMBOK VS COBIT
E.g ITSM for banking
Public framework on ITSM

Vendor neutral
Proprietary Organisation specific ITSM /IBM

specific
Is difficult to adopt on all environments
10
No
If then what is the standard for ITSM?
ISO 20000
What is the standard for ISMS?
ISO 27000
What is the standard for QMS
ISO 9000
what is for green IT?

ISO 14000
11
Framework Vs Std
Public Vs Proprietary Framework
Core Vs Complimentary Books
Best Vs Good Practise
12
1.
2.
3.
4.
5.
6.
7.
8.
9.
10.
Core Books-SS/SD/St/SO/CSI
Complimentary Books- Industry specific
Public Framework- Worldwide accepted
Proprietary Framework difficult to adopt in all
environments
Standard- ISO 20000
Framework- ITIL
Best Practise- Proven Concepts
Source of best Practise Standards &
Framework/Experience
Not a source of best Practise - Technology
Enabler of Best Practise-Technology
13
Part 2
14
5- Phases
15
I
IS
IT
16
To manage IT Services Effectively and

efficiently
Worldwide accepted Best Practise
17
Local
Facilites mgmt
Centralised
IT operations
control
Virtual
Service Desk
IT Operations
Technology
Management
Application
Management
18
Develop Application
Application Procurement
SDLC
Agile model
CMMI L5
Test the application
Debugging programmer /identify bugs by a tester
Application support
Application Release and Deployment
Project Management
R & D activities on new designs
Prototypes
Changes to applications
Retire applications or replace applications
19
Install, configure and troubleshoot on various technologies
OS
Middleware's
Database
Storage
Backup
Monitoring/Detecting tools
Reporting tools
ITSM tools/Remedy/HP SeriveNow
Deploy Visual studio
VSS installed
SharePoint installed
SACM tools
SKMS tools
VMware
Cloud Meter
Routers and switches
Remote deployment tools
Constriction Datacentre
20
Own incident management lifecycle

Assign changes to Change Management
Assign request to Request Fulfilment
Assign problem investigation to Problem
Management
Could do first line investigation
21
Local Service Desk

AZ Customer is in 4 countries
Hence in Service desk in 4 countries taking of only
respective locations
Centralised Service Desk

Only one service desk in India
Virtual Service Desk

Service Desk is in 3/4/5 Locations but act as one single
desk through a common call routeing system
22
24*7*365
Follow the Sun
3 desk together or two desk together covers 24
hours in a day
Desk 1 US 12 hrs work and go home
Desk 2 India 12 hrs work and go home
23
IT Operations control
Data entry
Monitoring alerts to see if incident raised
Log analysis
Take backup
Software updates
Supplier entering datacentre checked

DHS
DML (Release Library )
Change tape drives
Cleans computers/Hardware maintenance
Facilities management
24
R- RESPONSIBLE
A-ACCOUNTABLE ONLY ONE
C-CONSULTED
I-INFORMED
25
Define/Review /Train/
Create Awareness on
Vision, Mission,
Guidelines, Policies,
Templates , Standards,
Framework, Procedure,
Process/Work Instruction
Defines the best
practises of Application
management,
Technology
Management, Service
Desk, IT operations
management
Process Owner
Ensure successful
Application
management,
Technology
Management, Service
Desk, IT operations
management as per
the organisation
objectives
Service Owner
26
Defines the criteria for successful

outcomes
CSFs are determinants of success in a
market space.
For example, being competitive in a
market space may require very high
levels of availability, fail-safe
operation of
IT infrastructure, and adequate capacity

to support business continuity of
services. In many market spaces costeffectiveness is a common CSF, while in
others it may be specialized domain
knowledge or reliability of
infrastructure.
Customer satisfaction, richness of
service offerings, compliance with
standards
and global presence are also common
CSFs.
CSF - goals
Something that must

happen if a Process, Project,
Plan, or IT Service is to
succeed.
KPIs are used to measure the
achievement of each CSF.
For example a CSF of protect
IT Services when making
Changes could be measured
by KPIs such as percentage
reduction of unsuccessful
Changes, percentage
reduction in Changes causing
Incidents, etc.
KPI a measure
27
Technology Metrics
Service Metrics
Process Metrics
28
ITSM
Basic
Principles
29
Delivering Value
Service
Without asking them to own

the specific cost and risk
E.g : Storage service,appln
dev,appln support,could
services
30
Storage Server
Value =
Utility +
Warranty
1000TB
I7
216 RAM
32 bot os
PROCESSING SERVER
1 TB
216 GB rAM
I7 proccesor 8 parllel
4 mother boards
31
Service Assets
To value create service
assets
Resources and Capabilites
32
ITSM
Set of organisational
capabilities for
delivering value to
the customers in the
form of services
33
People
Process
Products
Partners
34
Decision making algorithm

Cloud
Private cloud
On-shelf
New application
Office support
35
Customer
IT service Provider
Supplier
36
SLA
OLA
UC
37
Service Based SLA

Customer Based
SLA
Multi Level SLA
38
Service Based SLA
Printer ,Laptops, Desktops, Server

All users of that service gets same privilege
Customer SLA
HP Unix Implementation
200 USERS
2000 USERS
200000 USERS
Multi level SLA specific service, specific

customer, specific Industry
Service, customer ,corporate (storage Cloud)
Products exclusive for banking
39
Internal customer
VZ .org
External Customer
50000- Citi.orgbank
Legal binding
SLA/Contract
40
Internal IT Service Provider

LAN TEAM - VZ
Simple IT Support
Shared Service Unit

Global team
Common IT Solutions HR, Finance, Storage
External IT Service Provider

BSNL NETWORK solutions
PeopleSoft/ Microsoft/Oracle/IBM/Oracle/cisco
41
Internal IT Service Provider

LAN TEAM Citi.orgbank
Shared Service Unit

IT Team of Citi.orgbank global team
Various locations as one
External IT Service Provider

VZ
Microsoft
42
Corporate
Service
Customer
43
Specific
Incident
Management
Deliver
Results
Outcomes
Should be
measurable
Handle
Exceptions
Cost variance
Major Incident
Uncertainty
44
1.
2.
3.
4.
5.
6.
7.
8.
9.
10.
Serve always deliver- Value

Value is composed of- V= U +W
This is Used to create value Service
Assets/Resources and Capabilities
Business case is a Decision Making
Governance ensure Everyone adhere to policies
ITS M refers to Set of organisational capabilities
to deliver value
4 Ps equals People,Process,products,partners
UC is made by the IT Service provider withSuppliers
Multilevel SLA analyse Corporate,Cutomer,Service
Document created before SLA- SLR
45
Service Strategy
Strategy
Management for
IT services
Service portfolio
Management
Financial
Management for
IT services
Demand
Management
Business
Relationship
Management
Service Design
Design
Coordination
Service Catalogue
Management
Service Level
Management
Availability
Management
Capacity
Management
IT Service
Continuity
Management
Information
Security
Management
Supplier
Management
Service Transition
Service Operation
Transition
Planning &
Support
Event
Management
Incident
Management
Change
Management
Service Asset &
Configuration
Management
Release &
Deployment
Management
Knowledge
Management
7 Step
Improvement
process
incorporating the
PDCA cycle
Request
fulfilment
Problem
Management
Access
Management
Service Testing &

Validation
Change
Evaluation
Continual Service
Improvement
Application
Management
Technical
Management
Service Desk
IT Operations
Management
46
Business
Requirement
s
SLR
SDP
Deploy_Go
live_Release
Performanc
e Data
/Gather the
Data
SLR
SS
(SLA)
SD
SDP (SLA)
Release Package
ST
(SLA)
Live service /
SO
Measurement
/Performance Data
CSI
CSI register /SIP
47
Service Strategy
48
Meeting Customer needs

Define Value Creation
Investments Vs Portfolio
VALUE CREATION SLA
1. Analyse cost/time/resource
demand/finance/portfolio ---- Value creation
2. Service Packing
3. Service provisioning model
1.
2.
Cloud based
Normal datacentre
49
SS
Finance Management
Portfolio Management
Demand Management
BRM
SS Management
50
Accounting ,Budgeting
Pricing,
Business Case
Decision making
Cost of
Type I,II,III IT service providers
51
TCO
Budgeting
Pricing
Accounting
ROI
52
List of all services

Retired Service
Catalog Service
Pipeline Service
Value of new services over replaced services

List only IT service Providers offerings not the
once of third parties
Track investment on all services
53
Live servicesCatalog
Pipeline Serviceupcoming
Retired Service
54
PBA- Pattern of Business Activities

User profiles how many users and privileges
Demand forecasts to ensure right Capacity
NEED FOA AN ERP SOLUTION
NEED FOR A DATACENTRE
NEED INTERNET FOR 20 COUNTIRES
55
Rapport Creation
Customer Satisfaction /Feedback
Service Improvisation
Talk to SLM for keeping with SLAs
Talk to customers
Who shares the reports with Customers ?

SLM only as it needs technical meetings
56
Customer
Satisfaction
Rapport
Creation
57
Value to service
through right service assets and strategic assets
Value through utility and warranty
Value through Value chain network SLA/OLA/UC
HP
What to offer ?
How to offer ?
How to offer ?
58
Service Design
59
4 Ps of SD
5 Aspects of SD
8 processes
60
4 Ps of SD P,P,P,P
People RACI chart R,A,C,I
Solutions aligned to business requirements

5 Aspects Of SD
Solution design
Architecture Design
Tools Design
Process Design
Metric Design
Innovative IT services to meet the current and

future requirements Reduce the Cost
61
SD
Availability Management
Capacity Management
Security Management
ITSCM
SLM(SLA)
Service Technical Catalog Management
Supplier Management
SD Co ordination
62
100 % up in cloud - CSF

Actual Uptime - KPI
Proactive Availability
2 servers in parallel
Reactive Availability
REPAIR IN FEW MINUTES THE DOWN SERVER
Component and Service Availability
63
Proactive Vs
Reactive
Service Level
Component Level
64
Component Capacity
Each component in the ITI is evaluated for the
requirements
Service capacity
Credit card transaction

Debit card transactions
ATM transaction
Phone banking
Business Capacity
Citibank in 250 counties
Future business capacity
65
Business
Service
Component
66
Confidentiality, Integrity, Authenticity of data
Level
Confidentiality
Integrity
Authenticity
67
BCP
ITSCM
1. BCS -Any time

anywhere
banking
24*7*365= IT
SERVICE UP
2 .Risk
Assessment
3.BIA
THROUGH DR
FAILOVER
CLUSTERING
BACKUP
MESH NETWORK
REDUNDENCY
HOT SITES
68
69
Classify
Strategic Supplier
Tactical Supplier
Operational Supplier
70
ORACLE
PARTNERS
NOKIA
MANUFACTURER
VENDOR
INTEL
71
Develop SLAs from SLR

Ensure all services are offered as per the SLAs
Derive OLA and UC
Work with BRM

Work with Supplier Manager
Create SLAMC
Work with internal team
Target vs actual
OLA
Imitate Improvisation
SIP
72
SLA
IT SERVICE Provider & CUSTOMER
OLA
IT SERVICE Provider & Internal TEAM
73
List the relationship between live services in

a business view
74
BUSINESS
VIEW
TECHNICAL
VIEW
CLOUD STORAGE
BIG DATA
DATACENTRE AS
A PROJECT
specification
SERVER
CONSOLIDATION
AS A PROJECT
specification
75
Check Utility and warranty of each SDP

SPOC for SD
Handles SD constraints
76
utility
WARRANTY
77
Service Design
78
Knowledge management
Successful changes and releases
Transition Resources
79
SKMS
SACM
ST Testing & Validation
Release & Deployment
ST
Change Management
Change Evaluation
ST Planning and Support
80
HARDWARE
SERVICE
SOFTWARE
CLOUD
SERVICE
81
Tools
Time
Version number
Name Convention
Agree with customer
Release package
Set of items grouped together fro a release is called
release package
Big bang/Phased /Minor /Major Release
82
V model Testing
Validation
Verification
83
Std change
Normal
change
MODIFICATION
Emergency
Change
DELETION
ADDITION
CI
Changes Types
TYPES
84
Password reset
OS upgrade in laptops
New laptops
Printer to be
configured for desktop
users
MS office license
Antivirus for laptops
Backup for laptops
Std Changes preapproved
Simple request
Low risk activities
Low cost activities
Request fulfilment
process
85
Normal Changes
Approval needed
RFC needed
Change Manager
Members of CAB are
from different
technologies
CAB Change Advisory

Board
Emergency Changes
Approval needed
RFC not created but
change recorded at the
end
Emergency Change
Manager
Involved senior
Technology specialist
and Top management
ECAB
86
Patch update on 200

servers
OS upgrade in 200
servers
New version of
software deployments
Firewall updates in
datacentre
Normal change
Run script immediate

to stop an OS crash
Password reset in
production
environment
Router settings
immediately for
communication
Physical reboot of
servers in remote
locations
Emergency Change
87
Change Evaluation on change Proposal and

RFC to give Interim Reports
E.g Feasibility of OTP in banking
88
WISDOM
KNOWLEDGE
INFORMATION
DATA
89
SERVERS
SERVICES
BUSINESS
CONSULTING
IBM
BANKING
DATACENRE
HP
HEALHCARE
VIRTUALISATION
DELL
90
Name of the Asset : HP notebook/IBM server

Category : Server/Desktop/Laptop/other
Serial Serial No:
Vendor:
Model:
91
Asset
Configuration Item
Routers
Proxy servers
Switches
Firewall servers
OS licenses
Network servers
BD Licenses
Virtual Machines
A Application Licenses
Storage Servers
92
VZ.org- Chennai
VZ.org Datacentre
Room1
Credit Card Section
Proxy servers
Network servers
Routers and switches
Application servers
DB servers
Firewall servers
Fax servers
E-print servers
SOAP servers
Authentication servers
XML servers
93
Plan for effective transition

Resources
94
Service Operation
95
SO-Deliver & support IT Services

Deliver and support as per SLAs
Restoring Reactive approach early

detection
Access controls
Actual value is seen by the customers
Data needed for improvisation is gathered.
SLAMC- reports to customers
96
SO
Event Management
Incident Management
Problem Management
Access Management
Request Fulfilment
97
ANY OCCURANCE ON A CI IS AN EVENT

EVENT MGMT
DETECTING AND NOTIFYING THE OCCURANCE AS
PER RULES
ALERT
INFORMATION
WARNING
EXCEPTION
98
UNPLANNED
INTERRUPTION OF
BUSINESS OR EVEN A
COMPONENT FAILURE/QoS
RESTORING THE SERVICE AS

QUICKLY AS POSSIBLE
99
UNKNOWN CAUSE OF THE

INCIDENT
IDENTIFYING THE ROOT CAUSE AND

ONCE FOUND CREATE A KNOWN ERORO
RECORD AND RECOMMND CHANGMENT
MANAGEMENT TO FIX THE WORK THEY
RECOMMNED AND SEE THAT THE
INCIDENT DO NOT REPEAT AGAIN
10
0
GRANTING OF RIGHTS TO A SERVICE OR

GROUP OF SERVICES
DENYING THE RIGHTS
TRACKING THE ACCES
10
1
FAQS
SELF HELP
Password reset
DESKTOP LOCATION CHANGE

LOW COST, LOW RISK, STD CHANGES- PRE
APPROVED
Source and Deliver components of requested
Service
10
2
Kiruthika.s@dreamsplus.in
9500031705
10
3
Log the incident
Categorise the
Incident
Prioritise the
Ticket/impact
understood from
CMDB
new
Service
desk
Draft
Service
Desk
Draft
Service
Desk
10
4
Assign the
Incident
Assigned
Service
desk/SME
Troubleshoot the
Incident/refer to
KEDB
Under
Investigation
SME
Give Workaround
or Fix
Work in
Progress
SME
10
5
Completed
Completed
SME
Recheck
Category
Validate
Service
Desk
Check with
customer
Survey
Service
Desk
Closed
Closed
Service
Desk
10
6
Log the
problem
record
NEW
Problem
Manager
Categorise
the problem
DARFT
Problem
Manager
Prioritise the
problem
investigation
DRAFT
Problem
Manager
Assign to the
Expert
ASSIGNED
SME
10
7
Do RCA
Under
Investigation
SME
Draft the KE
Record
KE Drafted with
Workaround &
Permanent Fix for
each Cause
SME
Investigation
Completed
Completed
SME
10
8
Recommend
to raise RFC
RFC Raised
SME
PIR - review
Major
change/Problem
REVIEW
SME
Closed
Close
Problem
Manager
10
9
Raise the
RFC
new
SME
Review
Review
Change co
coordinator
Forward to
CAB/return
Forward/returned
Change Co
coordinator
11
0
Under
Evaluation
Change
Manager
Approved
Approved
Change
Manager
FSC publish
the change
schedule
FSC
SME
CAB meeting
11
1
Implement in
change
windows
Work in
progress
SME
Pass/Fail
Pass/Completed
Fail/Remediation
Plan (apply)
PIR
observation
SME
Closed
11
2
Service Operation
11
3
Better Alignment of IT services to business
11
4
PDCA- Deming's Cycle

Baseline model
What is your vision? CMMI L5
Where are you now? CMMI L3
Where do you want to go? by 2020- CMMI L5 Define Measurable Targets
How do go there ? SIPs
Did u get there ? Metrics Vs Measurements -in 2020
yes
How do keep the momentum going?
Looks ways for improvisation

11
5
CSI7
step
CSI
What should u measure ?

What could u measure?
Gather the data
Process the data

Analyse the data
Present the data

Take the corrective action
11
6
1.
2.
3.
4.
5.
6.
7.
8.
9.
10.
11.
12.
13.
14.
15.
16.
Value Creation - ? SS
What/How/Why to offer?
Deliver & Support - ?
Release & Change- ?
Reduce TCO - ?
Design of new Service - ?
Design of Changes to services - ?
Design of new processes to operate a service--- ?
Design of Market space - ?
Develop Transition Packages- ?
Develop SDP --?
Develop Release Packages --?
Focus on Improvisation-- ?
Deliver Data for Improvisation?
Deliver Project Management Training -- ?
5 Aspects od SD--- ?
11
7
11
8
First line investigation?

SDLC
Product Development life cycle
Data Backup and Server Refresh
IT operations CONTROL
SECURITY OF DATACENTRE
FACILITES MANAGMENT
11
9
Thank you so much For your Participation
DreamsPlus Consulting Pvt Ltd,

New no 75,Burkit Road,Tnagar,Chennai-17
9500067713;9500057713
12
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ITIL is a registered trade mark of AXELOS

Spend 2 Days & 10 Years of experience from

Information Technology Infrastructure Library

E.g ITSM for banking

Public framework on ITSM

Proprietary Organisation specific ITSM /IBM

What is the standard for ISMS?

what is for green IT?

Public Vs Proprietary Framework

Core Vs Complimentary Books

Best Vs Good Practise

To manage IT Services Effectively and

Install, configure and troubleshoot on various technologies

Own incident management lifecycle

Could do first line investigation

Local Service Desk

Centralised Service Desk

Virtual Service Desk

Supplier entering datacentre checked

Defines the criteria for successful

IT infrastructure, and adequate capacity

Something that must

Without asking them to own

Decision making algorithm

Service Based SLA

Service Based SLA

Printer ,Laptops, Desktops, Server

Multi level SLA specific service, specific

Internal IT Service Provider

Shared Service Unit

Common IT Solutions HR, Finance, Storage

External IT Service Provider

Internal IT Service Provider

Shared Service Unit

Various locations as one

External IT Service Provider

Serve always deliver- Value

Service Testing &

CSI register /SIP

Meeting Customer needs

List of all services

Value of new services over replaced services

PBA- Pattern of Business Activities

Who shares the reports with Customers ?

Solutions aligned to business requirements

Innovative IT services to meet the current and

100 % up in cloud - CSF

Component and Service Availability

Credit card transaction

Confidentiality, Integrity, Authenticity of data

1. BCS -Any time

Develop SLAs from SLR

Work with BRM

Work with internal team

List the relationship between live services in

Check Utility and warranty of each SDP

Big bang/Phased /Minor /Major Release

Std Changes preapproved

CAB Change Advisory

Patch update on 200

Run script immediate

Change Evaluation on change Proposal and