An Overview of the Information Technology Infrastructure Library

August 27, 2007

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Agenda

• What is ITIL?• Why is it important?• ITIL – an overview• Questions and answers

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What Is ITIL?

The Infrastructure Technology Infrastructure Library is a framework of best practices– Developed by the UK Office of Government Commerce

• Promotes quality computing services in the IT sector.• Forms the foundation on which an organization can either design

and/or adopt a methodology to meet its own specific needs.• Addresses the organizational structure and skill requirements for

an IT organization by presenting a comprehensive set of management procedures with which an organization can manage its IT operations.

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Best Practice

• How would you define “Best Practice”?– Widely recognized, proven through use

and regular improvement, flexible, and documented

• Technique, method, process, etc that is more effective at delivering a desired outcome than any other.

• Most efficient (least amount of effort) and effective (best results) way of accomplishing a task, based on repeatable procedures that have proven themselves over time for large numbers of people

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ITIL As a Quality Framework

• Supports• British Standards

Institution Code of Practice for IT Service Management (PD0005)

• A code of practice for IT Service Management

• ISO quality standard ISO9000/20000 (ISO20k)

• Supported by:• COBIT

• Aligns with:• CMM/CMMi• Balanced Scorecard• Six Sigma• Baldridge Award

Criteria• TQM

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Why Is ITIL Important?

• Criteria for professionalism• Formal body of

knowledge• Formally recognized• Maintains a code of

behavior

• Business alignment• System support• Common language• Recognized best

practice

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Industry Forces

• Commodization of IT• IT as a cost center• CIO reports to CFO• Outsourcing is prevalent

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Business Drivers

• IT must the business and provide consultative advice

• More change in less time• Ensure existing quality• Cost control

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Technology Drivers

• IT must understand the business and provide consultative advice

• More change in less time• Ensure existing quality• Cost control

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IT Service Management

• A collection of shared responsibilities plus interrelated disciplines and processes, that enable an organization to measure, control, and ultimately manage the IT infrastructure to delivery quality, cost effective services to meet both short- and long-term business requirements.

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IT Service Management

Mission• To: Decrease and control

cost, improve customer satisfaction

• By: Stabilizing and Standardizing the infrastructure

• So: We can have predictability in service delivery

Advantages• Scalability• Cost• Capacity• Availability• Throughput• Utilization

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Goals

• Align IT services with the current and future needs of the business, customers, and users

• Improve quality of IT services

• Reduce and control the long-term cost of providing IT services

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IT Service ManagementCore Tactical Disciplines

Service Support• Incident Mgt• Problem Mgt• Change Mgt• Release Mgt• Configuration Mgt

Service Delivery• Service Level Mgt• Financial Mgt• Capacity Mgt• IT Service Continuity Mgt

(ITSCM)• Availability Mgt

Service Desk

Security

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Service Delivery

• Consists of five best practice processes– Service Level Management– Availability Management– Financial Management– Capacity Management– IT Service Continuity Management (ITSCM)

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Service Level Management

• Objective: Maintain and improve IT service quality through a constant cycle of agreeing, monitoring, reporting, and reviewing IT service requirements

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Service Level Management Definitions

• Service– One or more IT

systems that enables a business process

• Service Catalog– Clarifies what you

offer• Service Providers

– The organization that provides IT services

• Service Level Agreement (SLA)– Formal, written

agreement between provider and customer of the service targets for services

• Operational Level Agreement (OLA)– Internal agreement on

services that support the delivery of a service

• Vital Business Function– The reason IT exists

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Service Level Management Responsibilities

• Service Catalog• Service Level Agreement• Operational Level Agreement (OLA)• Underpinning Contracts (UC)• Service Improvement Program (SIP)• Communications

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Service Level Management Activities

• Define• Negotiate• Contract• Monitor• Report & Review• Improvement

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Availability Management

• Objective: Optimize the capability of the IT infrastructure and supporting organization to deliver a cost effective and sustained level of availability to satisfy business objectives– The ability of a service or component to perform

a stated function under defined circumstances or over a designated period of time

• Component calculation• Key dependencies

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Availability Management

• Reliability– Freedom from operational failure (MTBF)

• Maintainability– Focuses on component failure and what can be

done to prevent and restore the component

• Serviceability– Third-party underpinning contracts to guard

availability, reliability, and maintainability

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Availability Management Activities

• Requirements• Improvement• Plan• Monitor• Control• Contract• Cost

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Types of Availability

• Continuous– Minimize the impact

of any outage and maintenance

• High Availability– Minimize the effect of

an outage

• Continuous Operation– Minimize the effect of

maintenance

• Scheduled outage

– Planned downtime– Customer visibility

and approval

• Unscheduled outage– Not planned– Not approved by the

customer– Result of an

infrastructure fault

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Financial Management

• Objective: Provide cost effective stewardship of IT assets and resources used to provide IT services– Stewardship– Fact-based– Value

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Financial Management

• Budgeting– Financial plan that ensures money will be

available at a specific point in time over a specific period

• Accounting– Keeps track of where the money is going

• Charging– Recover the costs of services or provide

visibility to the costs of consuming the services

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Capacity Management

• Objective: Ensure that capacity and performance aspects of the business requirements are provided in a timely and cost effective manner– Balance costs and capacity against supply

and evolving demands of the business

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Capacity Management

• Activities– Monitoring– Analysis– Tuning– Implementation– Data Storage– Understand Demand– Modeling– Application Sizing– Planning

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Capacity Management

• Demand Management– Constraints

• Physical• Financial

– Perspective• Short-term• Long-term

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IT Service Continuity Management

• Objective: Support the overall Business Continuity Management Process by ensuring that the required IT technical service facilities can be recovered within the timeframe required by Business Continuity Management– Manage ability to continued an agreed level of

support after a business interruption

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IT Service Continuity

• Scope– In Scope

• Business critical processes, systems, and networks• Impact analysis• Organizational risk tolerance

– Out of Scope• Business direction• Technical failures

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IT Service Continuity

• Requirements and Strategy– Business Impact Analysis (BIA)– Risk Assessment– Business Continuity Strategy

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Service Support

• Five best practice processes– Incident management– Problem management– Change management– Release management– Configuration management

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Incident Management

Objective: Restore normal service operation as quickly as possible and minimize the adverse impact on business operations, ensuring that the best possible levels of service, quality, and availability are maintained.

Prime Directive

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Incident Management

• Activities– Detection and

recording– Classification –

support– Investigation –

diagnostics– Resolution & recovery– Incident closure– Monitoring, tracking,

communication

• Scope– Application &

hardware– System availability– Question/password/

request status

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Problem Management

Objective: Minimize the averse impact of incidents and problems on the business that are caused by errors within the IT infrastructure and to prevent recurrence of incidents related to those errors– Problem control– Error control

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Change Management

Objective: Ensure that standardized methods and procedures are used for efficient and prompt handling of all changes in order to minimize the impact of change-related incidents upon service quality and consequently to improve day-to-day operations

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Change Management

Scope• Hardware• Communications

equipment & S/W• System S/W• Live application S/W• Documents and

procedures

Activities• Categorization

– Defines work effort required

• Minor, significant, major

• Assessment & Evaluation• Prioritization

– Immediate– High– Medium– Low

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Release Management

Objective: Assume a holistic view of a change to a defined IT service, ensure that all aspects of a release are considered together and protect the live environment through formal procedures and checks

“orchestration of changes”

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Release Management

• Hardware– Large/critical

particularly for those dependent upon a S/W change

• Software– Initial rollout of new S/W– Major rollouts

• Bundling– Grouping related

changes into manageable sizes

• Types– Major– Minor– Urgent

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Configuration Management

Objective: Provide a logical model of the IT infrastructure by identifying, controlling, maintaining, and verifying the versions of all configuration items

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Configuration Management

• Activities– Planning– Identification– Control– Status accounting– Verification/audit

• CI Types– Categories

• Lifecycles– Track to monitor cost,

specifications, progress

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Service Desk

Objective: Provide interface with customers for questions, complaints and comments regarding the IT infrastructure and restore services as quickly as possible following a deviation from agreed service levels.

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Service Desk Overview

• Activities– Incident control– Customer interface– Support

• Responsibilities– Manage incidents– Manage to the SLA

• Benefits– Improved customer service, perception, and satisfaction

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Security

Objective: Ensure the safety and value of information in the enterprise by assuring the confidentiality, integrity, and availability of the information:

– Confidentiality seeks to protect the access and use of information

– Integrity addresses the context of the information. Seeks to ensure the accuracy, completeness, and timeliness of the information

– Availability ensures the information is available when desired

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Certification

• Examination and certification is managed by the APM Group, the OGC's Official Accreditor for ITIL. Also known as the APMG

• Three certifications:– Foundation– Practitioner– Manager

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Certification

• Licensed Examination Institutes:– EXIN - The Examination Institute for Information Science

in the Netherlands– ISEB - The Information Systems Examination Board– These groups organize and control the accreditation and

certification activity within the ITIL Community. All of the above bodies accredit training organizations to guarantee a consistent level of quality in course delivery.

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Questions and Answers