Its M Foundation Training V 3

ITIL Foundation
IT Service Management (ITSM)

Essentials
March 9 14, 2007
Computing and Information Technology

Project and Service Management Office
ITIL\ITSM Overview
ITIL Framework

ITIL\ITSM Overview
What is ITIL?
ITIL = Information Technology Infrastructure Library
A set of best practice guidelines for IT Service Management in planning,

implementing, delivery and support of quality IT services.
Infrastructure = People, Processes and Technology

ITIL\ITSM Overview
What is ITSM?
ITSM = Information Technology Service Management
The implementation and management Service Support and Service

Delivery processes aligned to meet the needs of the business with an
appropriate mix of people, processes and technology.
ITSM Service Support
Infrastructure- People, Processes and Technology
IT Service - Fulfills one or more of the customers needs

- Supports customers business objective
Process
- A structured set of activities designed to accomplish a specific
objective. A process may define policies, standards, guidelines,
activities and work flow instructions.
Activity
- A set of actions designed to achieve a result

Service Support has an Operational focus. The activities include the day-to-day
or short-term planning activity of a business or service management process.
Change
Management
Incident
Management
Configuration
Management
Service
Support
Release
Management
Problem
Management


Service Desk
Change
Management
Integrated function, not a process, to all

of the operational process.
Serves an intended purpose
Single point of contact between service Incident
Management
providers, customers and users.
Service
Support
Release
Management
Manages incidents and escalates

according to agreed service levels.
Manage requests, incidents, service
requests and communications with
customer and users.
Configuration
Management
Problem
Management



Incident Management
Objective is to restore normal service operation as quickly as

possible and minimize the adverse impact on business
operations.
The process responsible for managing the life-cycle of all
incidents.
An incident defined as an unplanned, unexpected or unexplained disruption
in service. This is any event which is not part of the standard operation of a
service and which causes or may cause an interruption to or a reduction in the
quality of the service that is provided.
E.g. mail server not responding to incoming or outgoing messages.


Incident Management input and output of the process, and its
activities
E.g. mail server not responding to incoming or outgoing messages.


Escalation =
the mechanism
that assists
timely resolution
of an Incident
E.g. users identify they
cannot send or receive
mail and the Service
Desk is contacted. The
Service Desk cannot
resolve the incident so
it must be escalated to
the next level of
expertise for resolution.
Levels of support are specific to technical expertise


Problem Management
A Problem is defined as the unknown underlying cause
Problem Management aims to Stabilize IT services through:
Minimizing the consequences of incidents
Removal of the root causes of incidents
Prevention of incidents and problems
Prevent recurrence of incidents related to errors
Both reactive process and proactive process.
E.g. mail server not responding to incoming or outgoing messages, and the root
cause is identified as power has been lost because the server was accidentally
unplugged due to other servers being un-plugged and relocated to another part of
the building.


Problem Management
takes time to identify
the cause and eliminate
it.
E.g. the mail server problem
root cause resulted in a
permanent solution which was
to locate the power source
and plug it back in.


Change Management
Not every change is an improvement, but every improvement is a change.
- Is responsible for managing changes introduced in

the IT environment
- Ensures that standardized methods and procedures
are used
- Aims to minimize the impact of change-related
incidents and improve day-to-day operations with
minimum disruption to IT Services.


Change Management
Change Manager: the person responsible for filtering,
accepting and classifying all Requests For Change (RFC).
Change Advisory Board (CAB): this consultative body
meets regularly to assess and plan changes. Normally, only
the more significant changes are presented to the CAB.
CAB/EC (Emergency Committee) should be appointed with
the authority to make decisions on emergency requests.


Change Management Process Flow
Change = an addition, modification or removal of anything that could
have an effect on the IT environment


Configuration Management
Provides a logical view of the
components of all services. This
process is responsible for maintaining
information about Configuration Items
(CI). A CI is any component that needs
to be managed in order to deliver an IT
Service.
The CI information is managed in the
CMDB Configuration Management
Database and records the attributes and
relationships with other CIs, processes,
and services.


Release Management
-
Responsible for the planning, scheduling and controlling of changes

to a defined IT Service that moves from test/dev > QA > live (production) environments.
Aims to ensure that the integrity of the live (production) environment
Release Management works closely with Configuration

Management (CMDB) and Change Management.


ITSM Service Delivery

Service Delivery has a tactical or strategic focus. Service Delivery is
also used to mean the delivery of quality IT Services to customers and
what is needed to provide those services.
Service Level
Management
Availability Service
Financial
Management
Management
Delivery
IT Service Continuity
Management
Capacity
Management


Service Level Management
The process responsible for

maintaining and improving IT
Service quality through a constant
cycle of agreeing, monitoring, and
reporting to meet customers
objectives.
Provides us and our customers a
clear and consistent understanding
and expectation of the level of
service required to provide a quality
product.
Through these methods, a better
relationship between IT and the
customers can be developed.


Service Level Management - Terminology and Definitions
Service Level Requirements (SLR) A listing of the customers service
requirements (e.g. availability, capacity, financial, criticality, service restoration,
etc.).
Service Level Agreement (SLA) a written agreement with a customer defining
the service targets and responsibilities of both parties.
Operational Level Agreement (OLA) a written agreement between two internal IT
areas (e.g. Networks and Service Desk)
Underpinning Contract (UC) a contract with a 3rd party vendor/supplier that
documents the delivery of services that supports IT in their delivery of service.


Availability Management
The goal is optimize the capacity of the IT infrastructure, services,

and supporting organization to deliver a cost effective and sustained
level of availability enabling IT to meet their objectives.
Aims to reduce the occurrence and duration of service unavailability
Ability of a service or component to perform its required function

over a stated period of time.


Availability Management
Availability amount of time it is accessible as agreed with the customer.
Reliability - to be free from operational failure.
Maintainability (internal) - keeping the service up and running.
Serviceability (external) contractual with a vendor to assure availability.
Resilience - Redundancy/fault tolerance. How well it survives a failure.
Vital Business Function (VBF) - the service(s) defined as business critical.
Security - confidentiality, integrity, availability of data
Maintenance Windows - a period of time agreed upon that a service will
not be available so service maintenance can be done.


Capacity Management
Can be referred to as supply and demand and is responsible for addressing

the evolving demands of the business cost effectively.
Involves analyzing the current situation and predicting the future use of the
IT infrastructure and resources needed to meet the expected demand for IT
services.


Continuity Management
The process that ensures that the required IT technical

services and facilities can be recovered from a failure or
disaster.
Service Continuity Planning is a systematic approach to

create a plan and/or procedure to prevent, cope with and
recover from the loss of a critical service for extended
periods.


Financial Management
Identify the actual cost of services provided

Provide accurate and vital financial information to assist in
decision making
Make customers aware of what services actually cost
Cost avoidance relative to the spending of money wisely now
to reduce costs in the future.


Service Management at Clemson
How does Service Management touch us

individually and organizationally in our
day-to-day processes?


IT Service Management at Clemson

Currently underway
Establishment of:
- ITSM Steering Committee
- ITSM website
-Initiatives:
- Identifying, defining and collecting service information
- Information gathering for a comprehensive Service Catalog
- Change Management and Configuration Management (CMDB)
- Interim solution for Request for Services
- Information gathering for Incident/Problem Management
- Outage Notifications processes being put in place
- Various assessment activities taking place, and many more to come

IT Service Management Office

itsmo@clemson.edu
Janell Bohlmann, Director, Project and Service Management
Donna Overfelt, Manager, IT Service Management

Resources
OGC Office of Government Commerce

http://www.ogc.gov.uk/guidance_itil_4438.asp
ITSMF IT Service Management Forum
http://www.itsmf.org
ITSM World
http://www.itil-itsm-world.com/index.htm
ITIL Survival
https://securewsch01.websitecomplete.com/itilsurvival/shop/showDept.asp
ITSM Watch
http://www.itsmwatch.com/


Additional Learning at Clemson
ITIL - IT Infrastructure Library Books
CIT, Service Management Office, itsmo@clemson.edu
eLeaning ITIL courses on MyCLE
http://www.clemson.edu/elearning/ - search on ITIL

Questions ?


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ITIL Foundation

IT Service Management (ITSM)

Computing and Information Technology

Computing and Information Technology

ITIL = Information Technology Infrastructure Library

A set of best practice guidelines for IT Service Management in planning,

Infrastructure = People, Processes and Technology

Computing and Information Technology

ITSM = Information Technology Service Management

The implementation and management Service Support and Service

ITSM Service Support

Infrastructure- People, Processes and Technology

IT Service - Fulfills one or more of the customers needs

ITSM Service Support

Computing and Information Technology

ITSM Service Support

Integrated function, not a process, to all

Manages incidents and escalates

Computing and Information Technology

ITSM Service Support

Computing and Information Technology

ITSM Service Support

Objective is to restore normal service operation as quickly as

E.g. mail server not responding to incoming or outgoing messages.

Computing and Information Technology

ITSM Service Support

E.g. mail server not responding to incoming or outgoing messages.

Computing and Information Technology

ITSM Service Support

Levels of support are specific to technical expertise

ITSM Service Support

Computing and Information Technology

ITSM Service Support

Computing and Information Technology

ITSM Service Support

- Is responsible for managing changes introduced in

Computing and Information Technology

ITSM Service Support

Computing and Information Technology

ITSM Service Support

Computing and Information Technology

ITSM Service Support

Computing and Information Technology

ITSM Service Support

Responsible for the planning, scheduling and controlling of changes

Aims to ensure that the integrity of the live (production) environment

Release Management works closely with Configuration

Computing and Information Technology

ITSM Service Support

Computing and Information Technology

ITSM Service Delivery

Computing and Information Technology

ITSM Service Delivery

The process responsible for

Computing and Information Technology

ITSM Service Delivery

Computing and Information Technology

ITSM Service Delivery

The goal is optimize the capacity of the IT infrastructure, services,

Aims to reduce the occurrence and duration of service unavailability

Ability of a service or component to perform its required function

Computing and Information Technology

ITSM Service Delivery