Agenda

1 2

Introduction to ITIL Key Concept

3
4 5

Service Lifecycle
Key Principles, Models, and Process Questions and Answers ( Q & A)

ITIL - MOTIVATIONS
Introduction Concept Lifecycle Models Q&A

Top ten concerns of IT Directors/CIOs

(cited by ISO20000 Toolkit)

Aligning IT strategy with business strategy (operational excellence). Meeting business and user needs. Coping with change (Pressure to Implement change fast). Dealing with senior management (Cost Cutting, and optimize IT investment and expenditure) Managing costs, budgets and resources. Keeping up with technology. Recruiting and retaining staff. Time and resource management. Infrastructure management. Maintaining skills and knowledge

WHY SHOULD CIO CARE ABOUT ITIL V3

WHAT IS ITIL?
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Best practice framework pertaining to IT Service Delivery Systematic approach to high quality IT service delivery

Documented best practice for IT Service Management

Provides common language with well-defined terms Developed in 1980s by what is now The Office of Government Commerce (OGC) itSMF (IT Service Management Forum) also involved in maintaining best practice documentation in ITIL
itSMF is global, independent, not-for-profit forum

WHAT ABOUT V3?

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ITIL started in 80s. 40 publications! v2 came along in 2000-2002 Still Large and complex 8 Books Talks about what you should do v3 in 2007 Much simplified and rationalised to 5 books Much clearer guidance on how to provide service Easier, more modular accreditation paths Keeps tactical and operational guidance Gives more prominence to strategic ITIL guidance relevant to senior staff Aligned with ISO20000 standard for service management

Agenda
Introduction Concept Lifecycle Models Q&A

1 2

Introduction to ITIL Concepts Key Concepts

3
4 5

Service Lifecycle
Key Principles, Models, and Process Questions and Answers ( Q & A)

WHAT IS AN IT SERVICE?
Introduction Concept Lifecycle Models Q&A

An IT Service can be defined as:

One or more IT systems which enable a business process. A service is:

End- to end As perceived by Users and customer

A service is NOT:
Infrastructure component Technology & Products

Good Examples of Service:

Email

Bad Examples of Service:

Payroll system
Internet access Internet Banking

Wide Area Network

Unix Server
Firewall Oracle Database

WHAT IS IT SERVICE MANAGEMENT?

Introduction Concept Lifecycle Models Q&A

ITSM is a method for IT organizations to

But what is an IT service?

plan manage develop deliver An IT service is a service generated by an IT department or an IT organization for a customer.

IT Services ITSM service delivery is customer-oriented as well as process-oriented By measuring and controlling (managing) IT services reach a high quality. Defined cost- and service targets are deliverable.

ITSM standardizes methods and processes and aligns corporate and department structures to business processes.

IT Service Management
Introduction Concept Lifecycle Models Q&A

Objective:
To align IT services with the ever changing needs of the business To improve the quality of IT services To reduce the long-term cost of service provision

Philosophy of ITSM:

IT is Business Business is IT

IT SERVICE MANAGEMENT
Introduction Concept Lifecycle Models Q&A

Is All About

People

Process

Product/ Technology

Partners

BENEFITS OF IT SERVICE MANAGEMENT

Introduction Concept Lifecycle Models Q&A

Better Business-IT Alignment

Transitioning IT from a technology focus to Service focus

Process oriented approach providing consistent service quality Services that can be bench marked Better service visibility - Service Level Agreements (SLA) Integrated, scalable framework for managing IT Services Reduced long term costs in development and delivery of IT services

Reduced risk of not being able to meet business objectives

The ability to absorb a high rate of changes IT staff are provided with best practice guidance

CUSTOMER AND USER:

Introduction Concept Lifecycle Models Q&A

Customer

The one who pays for the service

User

The one who uses the service

SERVICE ASSETS
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Resources Things you buy or pay for IT Infrastructure, people, money Tangible Assets

Resources Capital Infrastructure Application Information

Capabilities Things you grow Ability to carry out an activity Intangible assets Transform resources into Services

People
Capabilities Management

Organization
Processes Knowledge People

SERVICE AND SERVICE MANAGEMENT

Introduction Concept Lifecycle Models Q&A

What is Service? A service is a means of delivering value to customers by facilitating outcomes, customers want to achieve without the ownership of specific costs and risks. What is Service Management? Service Management is a set of specialized organizational capabilities for providing value to customers in the form of services and .. A set of Functions and processes for managing Services over their Lifecycle.

VALUE IN SERVICE
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Value is not only discernable in the customer outcomes, but is also dependent on the customer perception. ITIL uses two important concepts for the value of a service. For customer, the positive effect is utility, and the insurance of the positive effect is the warranty
Utility (fitness for purpose)
Its the attribute (features/ functionality) of the service that have a positive effect on the performance of activities, tasks, and objects with specific result. Utility stands for the increase of a possible profit

Warranty (fitness for use)

Availability and Reliability in continuity and security It stands for decline in possible losses

VALUE FOR SERVICES

Introduction Concept Lifecycle Models Q&A

OUTCOME OF SERVICE
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Service facilitates outcomes by having a positive effect on activities and tasks to create conditions for better performance. As a result the probability of the desired outcome increases. The outcome can be categorized as under: Enhanced Capabilities Increased performance Enhanced Resources Reduced Cost Reduced Risk

FUNCTIONS, ROLES AND PROCESSES

Introduction Concept Lifecycle Models Q&A

Function:
A team of group of people and the tools they use to carry out one or more processes or activities. * Provide structure and stability to organization

Are self contained units of organization having their own resources and capabilities.
Rely on processes for cross-functional coordination Can result in functional Silos if there is an inward focus or lack of coordination.

Role:
A set of responsibilities, activities and authorities granted to a person or team.

Process:
A set of activities designed to accomplish a specific objective. A process takes defined inputs and turns them into defined outputs. A process may include roles, responsibilities, tools and management controls required to deliver the outputs. It is measurable and Close Looped Systems It delivers specific results Primary results are delivered to customers or stakeholders

A PROCESS MODEL
Introduction Concept Lifecycle Models Q&A

Process Control

Process Owner Process Documentation

Process Objectives Process Feedback

Triggers

Process Activities Process Inputs Process Procedures

Process Metrics Process work Instructions

Process Roles Process Outputs Process Improvements

Including Process Reports & reviews

Process Enablers
Process Resources Process Capabilities

PROCESS DRIVEN APPROACH

Introduction Concept Lifecycle Models Q&A

Inputs

Process

Outputs

Step 1

Step 2

Step 3

Step n

Department 1

Department 2 Step 2

Department 3 Step 3

Inputs

Step 1

Step 4

Outputs

RACI MODEL
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A RACI model can be used to help define roles and responsibilities.

It identifies the activities that must be performed alongside the various individuals and roles involved.

RACI is an acronym for the four main roles of: Responsible The person or people responsible for getting the
job done.

Accountable Only one person can be accountable for each task. Consulted The people who are consulted and whose opinions
are sought.

Informed The people who are kept up-to-date on progress.

BUILDING A RACI MODEL

Introduction Concept Lifecycle Models Q&A

To build a RACI chart the following steps are required:

Identify the activities / Processes. Identify / define the functional roles. Conduct meetings and assign the RACI codes Identify any gaps or overlaps for example, where there are two As or no Rs Distribute the chart and incorporate feedback Ensure that the allocations are being followed

Potential problems with the RACI model:

Having more than one person accountable for a process means that in practice no one is accountable. Delegation of responsibility or accountability without necessary authority. Focus on matching processes and activities with departments. Incorrect division / combination of functions; conflicting agendas or goals. Combination of responsibility for closely related processes.

PROCESS AND SERVICE OWNER

Introduction Concept Lifecycle Models Q&A

Process Owner
The Process Owner Responsible for: Assisting with Process Design Documenting the Process Making sure the process is being performed as documented Making sure the process meets its aims Monitoring and improving the process over time

Service Owner
The Service Owner is responsible to the customer for a particular service. Initiation and transition Ongoing maintenance and support Monitoring and reporting Identifying improvement opportunities Prime customer contact

SUPPLIERS AND CONTRACTS

Introduction Concept Lifecycle Models Q&A

Supplier
A third party responsible for supplying goods or services. These are required by the service provider to enable them to deliver services

Contract
A legally binding agreement between two or more parties to supply goods or services Contracts may include number of other related documents and schedules, for example: - Security requirements - Business continuity requirements - Mandated technical standards - Migration plans (if agreed pre-scheduled change) - Disclosure agreements.

Agenda
Introduction Concept Lifecycle Models Q&A

1 2

Introduction to ITIL Concepts Key Concept

3
4 5

Service Life Cycle

Key Principles, Models, and Process Questions and Answers ( Q & A)

SERVICE LIFECYCLE
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INPUT AND OUTPUT OF SERVICE LIFECYCLE STAGES

Introduction Concept Lifecycle Models Q&A

ITIL V3 SERVICE STRATEGY

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Service Strategy (SS) Governance and Decision Making

Shows how to transform Service Management into a strategic asset and to then think and act in a strategic manner. Helps clarify the relationships between various services, systems or processes and the business models, strategies or objectives they support- hence set up not just for operational excellence but for distinctive performance.

ITIL V3 LIFE CYCLE SERVICE DESIGN

Introduction Concept Lifecycle Models Q&A

Service Design (SD)

Provides guidance for the design and development of services and Service Management processes. The scope include new services, and the changes and improvements necessary to increase or maintain value to customers over the lifecycle of services. It covers design principles for converting strategic objectives into service portfolios and service assets.

ITIL V3 - SERVICE TRANSITION

Introduction Concept Lifecycle Models Q&A

Service Transition (ST) Plan and implement the deployment of all releases to create a new service or improve and existing service.

Assure that the proposed changes in the Service Design Package are realized.
Successfully steer releases through testing and into live environment. Transition services to / from other organizations.

Decommission or terminate services.

Provides guidance for managing the complexity related to changes to services and service management processes; preventing undesired consequences while allowing for innovation.

ITIL V3 SERVICE OPERATION ( 1 OUT OF 2)

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Service Operation (SO)

Coordinate and carry-out day-to-day activities and processes to deliver and manage services at agreed levels.

Ongoing management of the technology that is used to deliver and support services.
Where the plans, designs and optimizations are executed and measured.

ITIL V3 SERVICE OPERATIONS( 2 OUT OF 2)

ITIL V3 CSI (1 OF 2)
Introduction Concept Lifecycle Models Q&A

Continual Service Improvement (CSI)

Aims to continually align IT services to changing business needs by identifying and implementing improvements. Continually looking for ways to improve process efficiency and effectiveness as well as cost effectiveness Provides guidance on: - how to improve process efficiency and effectiveness - how to improve services

- improvement of all phases of Service Lifecycle

- measurement of processes and services

ITIL V3 CSI (2 OF 2)

Agenda
Introduction Concept Lifecycle Models Q&A

1 2

Introduction to ITIL Concepts Key Concepts

3
4 5

Service Life Cycle

Key Models, and Processes Questions and Answers ( Q & A)

ORGANIZATION FRAMEWORK, MODELS, AND STANDARD OF SYSTEMS AND ASSET

Organization
Optimization methodology Maturity Model IT Framework Complianc e Standards System s Assets Continual Improvement Six Sigma Methodologies

Capability Maturity Model (Levels)

ITIL Processes and Functions pertaining to IT Services

ISO 9001
Quality Management System

ISO 27001
Information Security Management System

ISO 20000
Infrastructure Management System

Other relevant Auditing standards

Other Management System

Resources

Capabilities

BASIC SERVICE MANAGEMENT MODEL PROCESS ELEMENT

Service Management - Scenarios

Introduction Concept Lifecycle Models Q&A

External Customer

Internal

Customer
Services IT Services
Business

Service Provider

IT Services Service Provider (Internal IT department)

IT Service management

TYPES OF SERVICE PROVIDERS

Introduction Concept Lifecycle Models Q&A

ORGANIZATIONAL RESTRUCTURING
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SERVICE DELIVERY STRATEGIES

Introduction Concept Lifecycle Models Q&A

Strategy In-sourcing Out-sourcing Co-Sourcing Knowledge Process Outsourcing (domain-based business expertise) Application Outsourcing

Features All parts internal External resources for specific and defined areas (e.g. Contract cleaners) Mixture of internal and external resources Outsourcing of particular processes, with additional expertise from provider External hosting on shared computers applications on demand (e.g. Survey Monkey, Meet-o-matic) Outsourcing of specific processes e.g. HR, Library Circulation, Payroll

Business Process Outsourcing

Partnership/Multi-sourcing

Sharing service provision over the lifecycle with two or more organisations (e.g. Shared IT Corpus/Oriel)

RISK MANAGEMENT AND ANALYSIS.

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Risk Management

Define A Framework

Risk Analysis

Embed And Review Identify The Risk

Gain Assurances About Effectiveness

Identify Probable Risk Owners

Implement Responses

Evaluate The Risk

Set Acceptable Levels Of Risk

Define A Framework

Introduction

ITIL V2 - SERVICE MANAGEMENT THE FOCUS AREAS:

Concept Lifecycle Models Q&A

Service Management

Service Delivery
Customer Understand the customer requirements Plan and establish services Deliver the services to meet Customer requirements Service improvements Ensure cost effectiveness of IT services Focus on Planning, long term

Service Support
Support the users Ensure quality of services Manage day-to-day operation Effective usage of support resources Focus on day-to-day operations.

Users

PLAN, DO, CHECK, ACT MODEL

Introduction Concept Lifecycle Models Q&A

Business Requirements

Manage Services
Business Results Management Responsibility

Customer Requirements

Plan
Plan Service Management & Services

Customer Satisfaction

Request For A New Or Changed Services

Act
Continuous Improvement

Do
Implement & Run Service Management & Service

New Or Changed Service

Other Process, Business, Supplier, Customer Check

Monitor, Measure & Review

Other Process, Business, Supplier, Customer

Other Teams, E.G. Security

Team & People Satisfaction

What is Governance?
Introduction Concept Lifecycle Models Q&A

IT Governance is defined as:

Specifying the framework for decision rights and accountabilities to encourage desirable behavior in the use of IT
Center for Information System Research, Sloan School of Management MIT: Peter Weill

It is driven by the need for closer interaction and involvement with stakeholders. basically integrating the three "C's" : Cooperation, Consensus and Community, into the model
IT Governance is not about the specific decisions made, but rather about determining who makes each type of decision, who has input into the decision, and how one is held accountable for their role

THE GOVERNANCE AND ORGANIZATIONS RELATIONSHIP

Introduction Concept Lifecycle Models Q&A

1 Decisions are at the core of governance,

as which decisions are to be made; where decision will be opened and closed; how decisions are reached; and who will be accountable for results

Governance

Structure

Decision Rights & Accountability

Relationship

2 2 Structure defines the composition of the bodies that make or execute on joint decisions. Relationship Management informs how parties work together

Management

3 3

QUESTION & ANSWERS

THANK YOU FOR YOUR ATTENTION !

Introduction Concept Lifecycle Models Q&A

Your questions and comments are most welcome !