© 2010 Plexent – All rights reserved. 1 Change –The addition, modification or removal of approved, supported or baselined CIs Request for Change –Record

© 2010 Plexent – All rights reserved. 1

• Change– The addition, modification or removal of

approved, supported or baselined CIs• Request for Change

– Record of details of a change request to any CI

• Forward Schedule of Change– Calendar containing details of all changes

approved for implementation

Terminology


• Improved alignment of IT services to business requirements

• Increased visibility and communication of changes of both business and service support staff

• Improved risk assessment• Increased productivity of users• Reduced adverse impact of changes

Benefits

© 2010 Plexent – All rights reserved.

Release Management

ITIL OVERVIEW


• Protection of the live environment and its services through the use of formal procedures and checks

• Ensure control of the Definitive Media Library and Definitive Storage

• Ensure all releases are being rolled out are secure and traceable

Goals


• Release– One or more approved changes

Responsibilities

Development environment

Controlled test environment

Liveenvironment

Distribution and

installation

Communication preparation,

testing

Roll-out planning

Release acceptance

Fit for purpose testing

Build and configure

Design and develop or order and purchase

Release planning

Release policy

Configuration Management SystemDefinitive Media Library


• Improved service quality• Quality assurance of IT components• Reduced illegal, wrong or unauthorized

components• Increased use of resources• Improved ability to cope with high levels

of change

Benefits


Capacity Management

ITIL OVERVIEW


• Ensure cost justifiable IT Capacity exists and matched to the current and future identified needs of the business

Goals


Responsibilities

CDB

Production of the Capacity Plan

Covering all aspects of BCM, SCM, and RCM

Iterativeactivities Demand

Management

ModellingApplication

SizingStorage ofCapacity

ManagementData

Business CapacityManagement (BCM)

Service CapacityManagement (SCM)

Resource CapacityManagement (RCM)


• Increased efficiency and more economic provision of IT Services

• Elimination of panic buying• Deferred expenditure• More confident capacity forecasts• Fewer capacity related incident• Alignment to business needs

Benefits


Availability Management

ITIL OVERVIEW


• Optimizing IT infrastructure, IT services and IT support’s capability to deliver a cost effective and sustained level of availability that enables and supports business processes

• Or in other words: Avoiding unavailability events (incidents) as long as that is required by the customer

Goals


Terminology

• Availability• Reliability• Maintainability• Resilience Recoverability• Serviceability• Security• Vital Business Function


• Cost effective design and management of services

• Support of service level management• Reduce failure frequency and duration• Meet requirements for high availability• Mindset shift from ‘error correction’ to

‘service enhancement’• IT is seen as ‘value add’ to the business

Benefits


IT Service Continuity Management

ITIL OVERVIEW


• Support the overall Business Continuity Management

• Ensuring that the required IT technical and service facilities can be recovered within the required, and agreed, business time scales

Goals


Process (1)Initiation

Requirements and Strategy

Implementation

InitiateContinuity MGMT

Business ImpactAnalysis

Risk Assessment

Business ContinuityStrategy

Organization andImplementationPlanning

ImplementStand-byArrangements

DevelopRecovery Plans

ImplementRisk reductionMeasures

Development procedures

Initial testing


Process (2)

Educationand awareness

Reviewand Audit

Testing

Change Management

Training

Assurance

Ongoing Operations


• Reduce the number of breaks and disasters that impact services

• Reduce the impact of disasters• Increase ability to recover from

disasters in a controlled manner• Reduce lost time, providing greater

continuity of service to users• Minimal interruption to the business

Benefits


Financial Management for IT Services

ITIL OVERVIEW


• Cost effective management of assets and resources used in providing services

• Account fully for spending on services and attribute these cost to services delivered

• Assist decisions on IT investment by providing detailed business cases for changes to services

Goals`


Responsibilities

Business IT requirements

BudgetingPredicting and controlling the spending of

money within the

organization

IT operational plan

AccountingEnables the IT organization to account fully for the way

money is spent

Financialtargets

ChargingRequired to bill customers for the services supplied to

them

Invoices

Costingmodels

Chargingpolicies

Feedback on charges from business


• Accurate information for investment decisions

• Sufficient funding for required service• Decisions based on cost-effectiveness• Ability to justify IT expenditure• Understand costs of not taking

advantage of opportunities of change• Recover costs

Benefits


Service Level Management

ITIL OVERVIEW


• To maintain and improve IT service quality

• Have a constant cycle of agreeing, monitoring and reporting on IT service achievements

• Instigate actions to eradicate poor service

Goals


ResponsibilitiesPlan the Process

Planning Implementation

Implementing Process

Periodic ReviewsOngoing Process

CatalogServices

Draft Negotiate AgreeSLA

ReviewUC&OLA

Monitor Report ReviewReview SLAsUCs & OLAs

Review SLMProcess


Agreements

Customer

IT Organization

Internal Providers (Departments)

External Providers (Suppliers)

Service Level Agreement

Operational Level AgreementUnderpinning Contract


Multi-level Agreements

Customer Customer Customer CustomerCustomer

Service Service Service ServiceService

Service

Corporate Customer Service


• Establish a business–like relationship with the business through measurable and realistic service level agreements

• Balance service requirements of customers against the costs and complexity of providing those services

• Reduce unpredictable demand• Baseline for service improvements for

greater customer satisfaction

Benefits



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© 2010 Plexent – All rights reserved. 1 Change –The addition, modification or removal of approved, supported or baselined CIs Request for Change –Record