Professional Documents
Culture Documents
ITIL Overview
Mary Lou Alter, Director
EMC Professional Services
April, 2015
Agenda
ITIL Basics
A.
B.
C.
D.
E.
B.
Glossary of Terms
What is ITIL?
ITIL Defined:
Improving IT Service
Through Process Maturity
Define and document best practice processes that are:
Unified
Consistent
Repeatable
Supported by clear definitions of roles and responsibilities
Integrated with related processes
Establish IT-business partnership
Service level objectives/agreements
Clearly defined single points of contact for customer engagement
Process and data management automation
Performance tracking against process Critical Success Factors
Continuous process improvement
Service quality reporting
Decisions supported by analysis of costs and benefits
Results tracked
Traditional IT
ITIL Process
Value
Characteristics
Characteristics
Proposition
Technology focus
Process focus
Fire-fighting
Preventative
Reactive
Proactive
Users
Customers
Customer satisfaction
Isolated, silos
Integrated, enterprise-wide
Repeatable, accountable
Informal processes
IT internal perspective
Business perspective
Operational specific
Service orientation
ITIL History
Originated by the United Kingdom government to set guidelines for
delivering IT services efficiently
ITIL Tenets
Service Orientation
Business Alignment
Single Points of Contact
Defined, Documented, Interrelated Processes
Coordinated Repositories
Clear Roles & Responsibility
Performance Measurement
Continuous Service Improvement
Defining Service
Service
A means of delivering value to customers by facilitating outcomes customers want
to achieve without the ownership of specific costs and risks
Service Provider
Provides IT services to a customer within a business
Service Management
A set of specialized organizational capabilities for providing value to customers in
the form of services
10
Service Owner
Process
Process Owner
Functions
Role
11
ITIL Lifecycle
ITIL has been adopted by more than 95% of Fortune 1000 companies
Supplier Management
IT Service Continuity
Management
Strategy Management
IT Operations
Management
Function
Application
Knowledge Management
Management
Function
Evaluation
Technical
Management
Service Validation
Function
and Testing
Request Fulfillment
Transition Planning
Event Management
and Support
Release and
Deployment Mgmt
Access Management
Demand Management
Capacity Management
Problem Management
Incident Management
Financial Management
Service
Strategy
Service
Design
Change Management
Service
Transition
Service Measurement
Process
12
Function
Service
Operation
ITIL Lifecycle
Process improvement priorities differ based on an
organizations goals & objectives
Knowledge Management
Supplier Management
Evaluation
Information Security
Management
IT Service Continuity
Management
Demand Management
Capacity Management
Application
Management Function
Technical Management
Function
Request Fulfillment
Event Management
Access Management
Problem Management
Availability Management
Financial Management
Change Management
Service
Strategy
IT Operations
Management Function
Incident Management
Service Desk Function
Service
Transition
Service
Design
Service
Operation
13
Service Measurement
ITaaS Critical Process
Process
Function
Service Strategy
Objectives
Know what
is offered
and to whom
Processes
Output
Business Relationship
Management
Understand
the competition
Strategy Management
Satisfaction
Offer value
Demand Management
Provide
value
Service quality
Service Portfolio
Management
Allocate
resources
Financial Management
Handle demand
14
Demand Management
Control risk (too much capacity creates cost without creating value)
Patterns of business activity
15
Design
Activities
New or changed services
Service Portfolio
(and Service Catalog)
The Four Ps
Technology Architecture
Management Systems
People
Processes Products
Design
Results
Service
Solution
Service Design
Package
Processes, Roles,
Responsibilities, and Skills
Partners
Measurement Methods
16
Capacity Management
Availability Management
Supplier Management
Service Transition
Purpose
Deliver Service
Design Package to
Service Operations
If changes were
made, then ST
makes modifications
Goals
Enable
change or
integration
Minimize
risk
Objectives
Manage
resources
Scope
Plan
Build
Minimize
impact
Increase
satisfaction
Test
Evaluate
Deploy
Implement
Services
Ensure
the service
can be used
Proper use
of services
Retire
Review
Clear plans
Close
18
19
Service Operation
Deliver
Manage
Event
Management
Applications
Incident
Management
Users
Service
Levels
Technology
Request
Fulfillment
Customers
Infrastructure
Problem
Management
Access
Management
20
21
22
Application Management
23
Service Operation
Service Operation
Achieving the Right Balance
Internal IT View vs. External
Business View
Stability vs. Responsiveness
Reactive vs. Proactive
Quality vs. Cost
Request
Fulfillment
User
Self Help
Access
Management
Request or
Incident?
Problem
Management
Function
Service Desk
Technical Management
IT Operations Management
Application Management
Processes
Event Management
Incident Management
Problem Management
Access Management
Request Fulfillment
Incident
Management
Event Management
User
Service Desk
Technical
Management
IT Operations
Management
Application
Management
24
Scope
Overall Health
Alignment to
Business needs
Customer satisfaction
Maturity
Quality
management methods
25
26
Appendix
Service Level Management Deep Dive
27
Appendix Contents
B.
28
Service Level
Management
Service
Portfolio &
Catalog
SLAs
External
Service
Providers
Supporting
Services
OLA
s
Internal
Service
Providers
Supporting
Services
SIPs
Service
Reports
Service
Reports
Services
Customers
29
UCs
Capabilities
Performance
Resources
Costs
Risks
Business Drivers
Identify Business
Service
Needs/Outcomes
Map to Services
Offered
Existing Service
that can be
leveraged?
Evaluate &
Justify
Develop New
Services
Add to Service
Catalog
Define New
Services
Create &
Negotiate SLA
Description
Availability
Support
Performance
Continuity
Security.
Provide Services
Monitor &
Measure Service
operation
Monitor customer
satisfaction
Operate
Services
30
ID Business Services
Service Catalog
Develop Service
Level Agreements/
Objectives
SLA
Develop Operating
Level Agreements
Implement
Expand to
Other Services
31
Measure
& Report
Expand to
Other Services
Measure
& Report
CRM
Manufacturing
IT
Services
IT
Infrastructure
Components
OSS
V-hosts
P-hosts
Sales and
Marketing
R&D
Desktop Services
Line of Service
E-mail
Service
Instant
Messaging
Service
Mobile
Messaging
Service
Service Offerings
Outlook
Web
Services
BlackBerry
Services
Service Offerings
MS Exchange
Server
Apache
BBIS
Applications
Windows
Server
VMware
ESX
BBES
Hosting
Server H/W
Services
Database
Services
ITSCM
Services
32
Purpose
To maximize the return on IT service
investments, while maintaining an
acceptable level of risk.
Scope
Service Pipeline
Service Catalog
Retired Services
33
Business
Strategy
Service
Strategy
Project
Portfolio
Management
Project
Pipeline
Project
Portfolio
Service
Portfolio
Management
Service
Pipeline
Service
Catalog
Service
Design
Service
Improvement
Service
Transition
Service
Operation
Retired
Services
34
Definition
The process that ensures that a Service Catalog is produced and maintained,
containing accurate information on all operational services and those services that
are being transitioned to operational status.
Purpose
To provide a single source of
consistent information on all
of the agreed services, and
ensure that it is widely
available to those who are
approved to access it.
35
Elements of a
Best Practices Service Catalog
service description
customer
service components
levels of service
cost
36
37
An agreement between an IT service provider and another part of the same organization. An OLA supports the
IT service provider's delivery of IT services to customers. The OLA defines the goods or services to be provided
and the responsibilities of both parties. See also Service Level Agreement.
Document(s) defining all aspects of an IT service and its requirements through each stage of its lifecycle. A
Service Design Package is produced for each new IT service, major change, or IT service retirement.
Service Level
Measured and reported achievement against one or more Service Level Targets. The term Service Level is
sometimes used informally to mean Service Level Target.
An agreement between an IT service provider and a customer. The SLA describes the IT service, documents
Service Level Targets, and specifies the responsibilities of the IT service provider and the customer. A single SLA
may cover multiple IT services or multiple customers. See also Operational Level Agreement.
The process responsible for negotiating Service Level Agreements, and ensuring that these are met. SLM is
responsible for ensuring that all IT Service Management processes, Operational Level Agreements, and
Underpinning Contracts, are appropriate for the agreed Service Level Targets. SLM monitors and reports on
Service Levels, and holds regular customer reviews.
38
SMART
An acronym for helping to remember that targets in Service Level Agreements (and Project Plans) should be
Specific, Measurable, Achievable, Relevant and Timely.
39
CIs typically include IT Services, hardware, software, buildings, people, and formal documentation.
A set of tools and databases that are used to manage an IT Service Provider's
Configuration data.
40
Includes information about Incidents, Problems, Known Errors, Changes and Releases
May contain data about employees, Suppliers, locations, Business Units, Customers and Users
Includes tools for collecting, storing, managing, updating, and presenting data about all Configuration Items
and their Relationships.
Maintains one or more CMDBs, and each CMDB stores Attributes of Cls, and Relationships with other Cls
Access
The level and scope of the functionality of a service or data that a user is allowed to use.
Event
A change of state that has significance for the management of a Configuration Item or an IT Service. This term
also is used to mean Alert or notification created by any IT Service, Configuration Item or Monitoring tool.
Identity
A unique name that is used to identify a User, person or Role. The Identity is used to grant Rights to that User,
person or Roles.
Rights
Entitlements, or permissions, granted to a User or Role. Rights would include the Right to modify certain data, or
to authorize a change.
Service Request
A request from a user for information, advice, a standard change or access to a service. Examples include
password resets and provisioning standard IT services to a new user. Service Requests do not require an RFC.
Standard Change
A pre-approved change that is low risk, relatively common and follows a procedure. RFCs are not required to
implement a Standard Change and they are logged and tracked using a different mechanism, such as a Service
Request.
41
Carl A Winchester
carl.a.winchester@accenture.com
Agenda
Paradigm Shift
ITIL Lifecycle From a Cloud Perspective
Service Strategy
Service Design
Service Transition
Service Operation
Continuous Improvement
An Agile IT Roadmap
Paradigm Shift
Managing a network of in-house and
external service providers, without
suffering a loss of control
Managing user expectations
Controlling and eliminating the manual
handoffs
Documenting and verifying compliance
with service levels in a multi-vendor
environment
Why It Matters
Reducing costs and increasing agility are key IT
objectives and drivers for adopting cloud
computing. The clouds ability to help IT
dynamically balance demand with resources
results in better resource sharing, utilization,
and an increase in savings.
Why It Matters
Cloud
Automate
Standardize
Virtualize
Consolidate
Traditional
IT
Shared
Resources
Questions
Carl A Winchester
carl.a.winchester@accenture.com
Database-as-a-Service:
Transforming the
IT Service Delivery Model
for the State of Texas
Applied ITIL:
Delivering Database-as-a-Service
Leverage Best Practices
Clarify stakeholders, use cases, and
business value
Structure service lifecycle
management
Leverage ITSM best practices
Work iteratively
Continuously improve
Strategy
Business Needs . . .
I need to increase capacity, elasticity, high
performance and efficiency in my infrastructure .
Strategy
Why Database-as-a-Service?
On Demand, Self-Service
Provisioning
Resource Pooling
Predefined DB configuration
Metering of Usage
Standard Technologies
& Best Practices
Elasticity
Transparency, Predictability
Higher Reliability, Simplification, better Support
Agility, Rapid Respond to Change, Scalability
Challenges
DBaaS Benefits
Lessons
Learned
Strategy
Public
Transit
(Bus,Rail)
Voter
Portal
Income
and
Property
Tax App
APPLICATIONS
Welfare
Payment
HHS App
Food
Stamp
distribution
Criminal /
Corrections
Voter
Registration
Taxation
Grants and
Subsidies
JPS App
CAPPS
ERP/HCM
Business
Analytics
and
Reporting
Metro
Portal
State
Content
Portal
INFORMATION
360degree
view of
the citizen
TECHNOLOGY
State Data
Model
Federal
Data
integration
Infrastructure-aaS
Platform-aaS
Linux-aaS
Solaris-aaS
DB-aaS, MW-aaS,
IDM-aaS, Content-aaS,
GIS-aaS
EFT
Financials
data model
State/Local
Financial
Data Model
Software-aaS
PSFT HCM-aaS
PSFT Financials-aaS
Social Media-aaS
* Partial List
Strategy
Design
Business
Application
Workload characteristics
Standards,
Access
Operation
Information
Technology
Integration
Security
Infrastructure
Deployment Models
Capacity
Availability
Security and Audit
Design
1. Capture Demand
9. Deployment
Design
PeopleSoft-as-a-Svc
Citizens
Platform-as-a-Service
Texas Agencies
Business Partners
Database-as-a-Svc
BI-as-a-Svc
SICAM-as-a-Svc
GIS-as-a-Svc
IDM-as-a-Svc
Infrastructure-as-a-Service
UNIX-as-a-Svc
IT / SDLC
IT Front Office
IT Back Office
Design
Extra Small
Small
Medium
Large
Extra Large
Processor Cores
16
Memory
16
32
64
200
500
1000
1500
2000
SERVICE DEFINITIONS
Bronze
Silver
Gold
Platinum
Titanium
Local Primary
1-node DB
2-node DB
2-node DB
2-node DB
2-node DB
Local Failover
No
No
No
No
2-node DB
Remote Failover
No
No
1-node DB
2-node DB
2-node DB
RTO
Best Effort
8 hr
4 hr
2 hr
~0
RPO
Best Effort
24 hr max
8 hr max
4 hr max
1 hr max
DB Files Mirror
Dual
Dual
Dual
Triple
Triple
Database Backup
Tape / Disk
Tape
Tape
Disk
Disk
Disk
Best effort
99%
99.9%
99.99%
99.999%
8x5
24x5
24x7
24x7
24x7
Database Deployment
Shared OS; VM
Shared OS; VM
Database Isolation
Instance; PDB
Instance; PDB
Disaster Recovery
Data Security/Privacy
Access Control / Disk, Network, Tape Encryption / Masking / Authentication / Authorization / Audit
Data Retention
1 yr
2 yr
5 yr
10 yr
Lifetime
Database Version
11g, 12c
11g, 12c
11g, 12c
Operating System
OEL, Solaris
OEL, Solaris
OEL, Solaris
Design
SPARC DB Options
Cores
RAM (GB)
Storage (GB)
Adders
Small
500
Medium
16
1000
Large
32
2000
DB Version
Solaris Version
Oracle 9i
Solaris 9, 10 , 11
Oracle 10g
Solaris 10, 11
Oracle 11g
Solaris 11
Remote Failover
Storage
Backup
DR
DR RPO
Bronze
1 Node DB
N/A
Tape
D4-D3
48 Hr Max
+72 Hr
Silver
2 Node RAC
N/A
Tape
D4-D2
24 Hr Max
+24 Hr
Gold
2 Node RAC
Disk
D4-D0
8 Hr Max
+12 Hr
Platinum
2 Node RAC
Disk
DP-D0
1 Hr Max
+2 Hr
Service Level
1 Node DB
Remote Replication
(50 % Remote Site)
2 Node RAC
Remote Replication
(100% Remote Site)
Design
Isolated O/S
DB
O/S
VM
DB
O/S
VM
Partitioned O/S
DB
DB
Zone
Zone
Solaris
Shared O/S
(Bare metal)
DB
DB
O/S
DB
Pluggable Databases
Container
PDB
PDB
PDB
PDB
Design
DBAAS INFRASTRUCTURE
Exadata Storage
Expansion Frame
IB Interconnect
Primary Site
Ethernet Network
Addition Network / Optional Client Access or DR Replication Network
Management / ILOM
Load Balanced
ILOM
NET0
ILOM
NET0
ILOM
InfiniBand
Network
NET0
ILOM
NET0
NET1
NET2
ILOM
NET3
NET0
NET1
NET2
ILOM
NET3
NET0
NET1
NET2
ILOM
NET3
NET0
NET1
NET2
ILOM
NET3
NET0
NET1
NET2
ILOM
NET3
NET0
NET1
NET2
ILOM
NET3
NET0
NET1
NET2
ILOM
NET3
NET0
NET1
NET2
ILOM
NET3
NET0
DR Replication Network
NET0
ILOM
ILOM
Oracle ASM
Oracle Exadata Storage
Software
NET0
InfiniBand
Network
Oracle RMAN
Oracle Sun
StorageTek
Tape Library
Oracle Sun
StorageTek
Tape Library
SUN ZFS
Storage
Appliance
Exadata Storage
Expansion Frame
IB Interconnect
Local HA
DB RAC
CLuster
SUN ZFS
Storage
Appliance
NET0
ILOM
Oracle EM Agent
NET0
NET0
NET0
NET0
Oracle Sun
StorageTek
Tape Library
ILOM
NET0
SUN ZFS
Storage
Appliance
Oracle EM
Management Repository
ILOM
ILOM
NET0
Management / ILOM
ILOM
ILOM
SUN ZFS
Storage
Appliance
Load Balanced
NET0
NET0
Oracle RMAN
Oracle Sun
StorageTek
Tape Library
ILOM
ILOM
Oracle EM Agent
Oracle ASM
Local HA
DB RAC
CLuster
Design
Design
Design
Transition
Operations
Agencies
Cloud
Service Provider
IT Service Management
Service Strategy
Service Design
Service
Transition
Service
Operation
Continual
Service
Improvement
Financial
Service Level
Change
Incident
Service
Improvement
Service Portfolio
Availability
Problem
Service
Measurement
Demand
Capacity
Request
Fulfilment
Service
Reporting
Strategy
Generation
IT Svc Continuity
Transition, Plan,
Support
Access
Service Catalog
Service Validation
Testing
Event
Information Security
Evaluation
Supplier
Knowledge
DIR, SI
Svc Catalogs
SLA
DIR, SI,
Contractors, etc
Etc
Transition
Operations
Cloud
Consumers
Cloud
Consumer
Portal
Cloud Services
Cloud Business
Operations
Cloud Service
Development
Cloud IT Operations
Cloud
Security
Cloud Infrastructure
Transition
Operations
Operations
Improvement
Present services
and value
proposition
Tenant
Questionnaire
Nominate
Select/Submit
request for New
DBaaS tenant
account
Technical
discovery &
assessment of
existing Oracle
DB footprint
Present
Test Plan
Plan
Personalized
migration plan &
scheduling
Assign resources
POC
Test
Validate
Assess
Business
Justification
Success Story
Migrate
Migrate data with
tools
Follow migration
methodology
Coordinate DNS
Switchover
Pilot
Standard WBS
Go Live
Acceptance
Plan
Support
Summary
DBaaS is Service Delivery Model, not a Product
DBaaS is about People, Process, then Technology
DBaaS must provide Business Value
Ray Rose
Chief Operations Officer
Carol Bentley
Change Management Process Owner
What We Were
- Disparate groups using multiple Change tools
- Unable to produce meaningful Change metrics
- Unable to successfully communicate on Change across the
enterprise
Training/Knowledge share
ITSM Team providing additional classes on Change
Management
Video training
Cluster Change Managers sharing information and experiences
as clusters are on-boarded to ITSM
Weekly Change Management process discussions at Pilot CAB
EC meetings
Change Management
Benefits Realized
Azim Ahmed
Service Catalog Development
Agency A
Standards/Scope
Agency B
Shared
Value and Risk
Agency D
Agency C
Costs
Service
Levels/Requests
IT Consolidation
Rationalization
Transformation
Short-Term
Mid-Term
Longer-Term
9
10
Steve Spalten
Director End-User Services
11
Problem Management
Primary Objectives
Prevent problems and resulting incidents
from happening
Eliminate recurring incidents
Minimize the impact of incidents that
cannot be prevented
12
Scope
Activities include:
Diagnose Root Cause of Incident
Determine the resolution
Ensure the resolution is implemented
with appropriate control procedure
(change management for example)
Update Knowledge Management
13
RCA
5 Whys
89