Aliant Telecom Services & Solutions Technology Infrastructure Information Library ITILITIL ITILITIL

Aliant Telecom Services & Solutions

TechnologyTechnology

InfrastructureInfrastructure

InformationInformation

LibraryLibraryITILITILITILITIL

ITILITILITILITIL


ITIL ScopeITIL ScopeITIL ScopeITIL Scope

Developed by the British Government - 1989

Public Domain

Best Practices

Covers IT Services Organization and Processes

IT Infrastructure Hardware, Software, Networks,

Application Software

1996 – Launched in North America


ITIL AimsITIL AimsITIL AimsITIL Aims

Facilitate Quality Management of IT

Services

Improve Efficiency

Increase Effectiveness

Reduce Risk

Codes of Practice Supporting Total Quality

ISO9001 Compliant


ITIL – How It WorksITIL – How It WorksITIL – How It WorksITIL – How It Works

Provides guidance books on strategic, tactical and operational management of IT infrastructure

Provides a systematic, process-based approach, supported by procedures

Suggests implementation strategies

Acts as a training aid

Complies with requirements for ISO9001 quality standards


IT InfrastructureIT InfrastructureIT InfrastructureIT Infrastructure

Hardware

Software

Communications

Procedures

Documentation

People


ITIL is …ITIL is …ITIL is …ITIL is …

The application of The application of the science of managementthe science of management

to information technology infrastructures,to information technology infrastructures,

written down in a (semi-) structured mannerwritten down in a (semi-) structured manner

in a series of books.in a series of books.


ITIL PrinciplesITIL PrinciplesITIL PrinciplesITIL Principles

ITIL is all about which processes need to beITIL is all about which processes need to be

realized within the realized within the organizationorganization for for

management and operation of the IT management and operation of the IT infrastructuresinfrastructures

to promote to promote optimal serviceoptimal service provision to the provision to the

customercustomer at at justifiable costsjustifiable costs..


ITIL in ContextITIL in ContextITIL in ContextITIL in Context

Service ManagementService Management

OperationsOperations

Methodology - ITILMethodology - ITIL

Certification - ISOCertification - ISO

Systems IntegrationSystems Integration

ProjectsProjects

Methodology - PMBOKMethodology - PMBOK

Certification - ISOCertification - ISO


ITIL & ISOITIL & ISOITIL & ISOITIL & ISO

ISO

Processes in PlaceProcesses in Place

DocumentedDocumented

TrainedTrained

FollowedFollowed

Corporate CertificationCorporate Certification

ISO

Processes in PlaceProcesses in Place

DocumentedDocumented

TrainedTrained

FollowedFollowed

Corporate CertificationCorporate Certification

ITIL

ProcessesProcesses

DocumentationDocumentation

TrainingTraining

IntegratedIntegrated

Best PracticeBest Practice

Individual CertificationIndividual Certification

ITIL

ProcessesProcesses

DocumentationDocumentation

TrainingTraining

IntegratedIntegrated

Best PracticeBest Practice

Individual CertificationIndividual Certification


The Service ModelThe Service ModelThe Service ModelThe Service Model

SERVICE VISIONSERVICE VISION

PROCESSESPROCESSES

PROCEDURESPROCEDURES

TASKSTASKS


DefinitionsDefinitions QUALITY is the totality of features & characteristics of

a product or service that bears on its ability to meet a stated or implied need (ISO 8402)

A PROCESS is a series of cohesive activities geared to achieving a certain objective.

IT SERVICE is a logical package of services that an IT organization offers, supplies and supports inorder to satisfy the client’s needs.

IT SERVICE MANAGEMENT is the sum total of management and commercial operation of the IT infrastructure, i.e., the delivery and support of IT services.


ITIL ModulesITIL ModulesITIL ModulesITIL Modules

SERVICE DELIVERYSERVICE DELIVERYTactical ManagementTactical Management

Service Level

Management

Capacity Management

Availability Management

Contingency Planning

Cost Management

SERVICE SUPPORTSERVICE SUPPORTOperational ManagementOperational Management

Configuration Management

Help Desk

Problem Management

Change Management

S/W Control & Distribution


Service level management is a process aimed at achievingthe optimum level of IT Services through a good working relationship

between the provider and the consumer.

Service Level ManagementService Level ManagementService Level ManagementService Level Management

Activities Comprising Service Level Management Identify client’s requirements Verify their feasibility Propose, negotiate, agree on & set down service levels Determine, draft and finalize standards Check service standards and report on service


Service Level ManagementService Level ManagementService Level ManagementService Level Management

Ensures continual identification, monitoring andreviewing of the optimally agreed levels of ITservice as required by the business.This is done in close co-operation between the IT services providers and the customers (or theirrepresentatives.

Ensures continual identification, monitoring andreviewing of the optimally agreed levels of ITservice as required by the business.This is done in close co-operation between the IT services providers and the customers (or theirrepresentatives.

A Service Level Agreement specifies the services,the service levels, specific conditions and the parties involved.

A Service Level Agreement specifies the services,the service levels, specific conditions and the parties involved.


Service Level AgreementService Level AgreementService Level AgreementService Level Agreement

The SLA Definition of the pertinent operational services Service levels agreed upon Conditions under which the services are provided Costs of providing the services Identification of the parties involved

Service Levels Costs Continuity Availability Performance Flexibility Stability


Capacity ManagementCapacity ManagementCapacity ManagementCapacity Management

Capacity Management Activities Capacity planning Modeling Performance management Resource management Demand management Workload management Application sizing

Capacity management is the process that ensures optimumutilization of IT resources, in order to achieve thelevel of performance agreed upon with the client.


Capacity ManagementCapacity ManagementCapacity ManagementCapacity Management

Supports the optimum and cost effective provisionof IT services by helping organizations to match their IT resources to the business demands.

Supports the optimum and cost effective provisionof IT services by helping organizations to match their IT resources to the business demands.

Capacity Management Database (CDB): a collection of technical, business and organizationaldata, in order to provide capacity forecastsand plans.

Capacity Management Database (CDB): a collection of technical, business and organizationaldata, in order to provide capacity forecastsand plans.


Availability ManagementAvailability ManagementAvailability ManagementAvailability Management

Availability Management Activities Compiling an availability plan Meeting availability requirements Monitoring availability Monitoring maintenance obligations Control / Security Vulnerability / Risk Reporting on the level of availability

Availability management is the process that ensures the optimumutilization of resources, methods and techniques to achieve the

level of IT services agreed upon with the client.


Availability ManagementAvailability ManagementAvailability ManagementAvailability Management

To systematically identify availability andreliability requirements against actualperformance and, when necessary, introduceimprovements to allow the organization toachieve and sustain optimum quality ITservices at a justifiable cost.

To systematically identify availability andreliability requirements against actualperformance and, when necessary, introduceimprovements to allow the organization toachieve and sustain optimum quality ITservices at a justifiable cost.

AvailabilityAvailabilityMaintainabilityMaintainabilityResilienceResilience

ServiceabilityServiceability

ReliabilityReliability


Contingency PlanningContingency PlanningContingency PlanningContingency Planning

Activities Comprising Contingency Planning Risk assessment Risk management Contingency plan management Contingency plan testing Reporting and communication

Contingency planning ensures that there are adequate technical, financial and organizational safeguards to protect the continuity of the

IT services agreed upon in the SLA in the event of disasters.


Contingency: Unplanned situation in which it isexpected that the period during which one or more IT services will be unavailable will exceed thresholdvalues agreed to with the customer.

Contingency: Unplanned situation in which it isexpected that the period during which one or more IT services will be unavailable will exceed thresholdvalues agreed to with the customer.

Contingency PlanningContingency PlanningContingency PlanningContingency Planning

To develop and maintain plans for coping with andrecovering from an IT crisis (i.e loss of service for aprotracted period) and, where possible, to prevent ITcrises from occurring.

To develop and maintain plans for coping with andrecovering from an IT crisis (i.e loss of service for aprotracted period) and, where possible, to prevent ITcrises from occurring.

To “cope” means that work is moved to an alternate system in a non-routine way.To “cope” means that work is moved to an alternate system in a non-routine way.


Cost ManagementCost ManagementCost ManagementCost Management

Activities Comprising Contingency Planning Risk assessment Risk management Contingency plan management Contingency plan testing Reporting and communication

Cost management is the process which yields relevant financialdata to achieve a sound balance between price and

performance at every level of operation.


Activity Based Costing: costs are allocated to Activities.Activity Based Costing: costs are allocated to Activities.

Cost ManagementCost ManagementCost ManagementCost Management

To monitor and provide insight into the costs of providing and supporting IT services; and ifnecessary (depending on the executive policy)recover the costs from customers in a fair and equitable manner.

To monitor and provide insight into the costs of providing and supporting IT services; and ifnecessary (depending on the executive policy)recover the costs from customers in a fair and equitable manner.

Cost Centre Accounting: costs are allocated to departments.Cost Centre Accounting: costs are allocated to departments.


Configuration ManagementConfiguration ManagementConfiguration ManagementConfiguration Management

Activities Identification Control Status Accounting Verification Management Information




Configuration ManagementConfiguration ManagementConfiguration ManagementConfiguration Management

Managing the IT infrastructure by recording all Items.Managing the IT infrastructure by recording all Items.

Configuration Items (CIs):Components of the IT infrastructure that are (or areto be) under control of Configuration Management:hardware, software, procedures, documentation andpeople. CIs may vary widely in complexity, sizeand type – from an entire system to a single moduleor a minor hardware component.

Configuration Items (CIs):Components of the IT infrastructure that are (or areto be) under control of Configuration Management:hardware, software, procedures, documentation andpeople. CIs may vary widely in complexity, sizeand type – from an entire system to a single moduleor a minor hardware component.


HelpdeskHelpdeskHelpdeskHelpdesk

Activities Communications & Promotion Accessibility to Users Managing Incident Control Provide Continuity: Restore Service ASAP Management Information




HelpdeskHelpdeskHelpdeskHelpdesk

An incident is any event that deviates from the(expected) standard operation of a system. Such anevent influences the system, even though theinfluence may be small or even transparent to theusers of the system.

An incident is any event that deviates from the(expected) standard operation of a system. Such anevent influences the system, even though theinfluence may be small or even transparent to theusers of the system.

Documents

Aliant Telecom Services & Solutions Technology Infrastructure Information Library ITILITIL ITILITIL