TECHNOLOGY AND

ARCHITECTURE

©2010 Hewlett-Packard Development Company, L.P.

The information contained herein is subject to change without notice
 Document Information
Document Title: ITIL V3 Foundations – Module 08 – Tech and Arch V2012
Process Name:
Prepared By: Vernon Aliga
Document Owner: Vernon Aliga
Document URL:
The latest version of this document is stored electronically. Any printed copy is an uncontrolled copy for reference or
training purposes only.

Version History

Version Version
No. Date Prepared By Reviewed By Approved By Affected Section and Description of Change

1.0 4/22/2011 Vernon Aliga First Draft

Important Confidentiality Notice: The information (data) contained on all sheets of this
document constitutes confidential information of Hewlett–Packard Company or its affiliates
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Technology and Architecture
• Two types of architecture and technology
– To implement and deliver the IT Services
– To manage the lifecycle of the IT Services

• This module is about architecture and technology to manage the lifecycle

of the IT Services

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Scope
• Service Design Tools
• Service Management Tools
• Event Management Tools
• Knowledge Management Tools
– Configuration Management System

• Tool selection

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Service Design Tools
• Scope
– Hardware, software, environment, processes, data…

• Benefits
– Speed up the design process
– Ensure standards and rules are followed
– Prototyping, simulation and “what if”
– Validate designs before implementation

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Service Management Tools – Scope
• Typically includes incident, problem, change
• Often includes Configuration Management
• Often includes workflow management
• May be integrated with service knowledge management system
• May be a single integrated toolset or a set of distinct tools with data
exchange

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Service Management Tools – Benefits
• Reduced time and effort to manage incidents, problems and changes
• Ensure standards and rules are followed
• Enable high volumes to be managed
• Provide historical reporting and dashboards
• Assists integration of service management processes. For example
– Linking incident to change, change to problem

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Automating Processes
• Automation of service processes helps
– Improve quality
– Reduce costs and risks
– Reduce variation  increase warranty

• To get the most benefit

– Simplify processes before automating them
– Clarify activities, information needs, interactions
– Inself-service situations, reduce the contact users have with underlying systems and
processes
– Do not be in a hurry to automate tasks and interactions that are neither simple nor
routine

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Event Management Tools – Scope
• Services, applications, software,
hardware, environment
• Active and passive monitoring
• Management consoles
• Integration with Service Management
tools
• Dashboards and reporting

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Event Management Tools – Benefits
• Faster response to incidents
• More data available at early stages of incident
• Prevent incidents from being missed
• Proactively notify users of incidents
• Ensure standards and rules are followed
• Ensure current status of services and infrastructure is always known

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Knowledge Management Tools – Scope
• Documents, records and content
• Capture, storage, analysis, searching, sharing, presenting, reviewing of
knowledge and information
• All processes and services
• All stages of the service lifecycle
• In reality the service knowledge management system is likely to have a
much narrower scope than this ideal

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Knowledge Management Tools – Benefits
• Reduces time and effort for many activities
• Enables organizations to learn
• Enables senior personnel to contribute to improved effectiveness of others
• Improves integration of processes across the service lifecycle

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Configuration Management System – Scope
May be part of the Service Knowledge Management System

• All Configuration Items

• Attributes, relationships and status
• Historical information
• Integration with incident, problem and change management data
• Data collection, information integration, knowledge processing,
presentation

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Configuration Management System – Benefits
• Provides information about configuration items when and where it is
needed
• Helps to prevent out-of-date information being used
• Improves efficiency and effectiveness of all service management
processes
• Assists in the integration of service management processes

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Tool Selection
• Create a Statement of Requirements
• Use MoSCoW analysis to define features
– Must, Should, Could, Won’t (but Should in the future)

• Consider vendor and tool credibility

• Visit reference sites
• Assess training needs
• Consider integration with environment

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 QUESTIONS?

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